Aquascape Hassle with Hystrix

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AquataHolic420

Fire Eel
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Sep 20, 2006
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I ordered 2 rays from Aquascape.. It was a hassle. There was lack of communication apparently because it took 3 1/2 weeks to get my rays!! When i called and asked what happened to my order when i did not receive my package on the specific date, i talked to 2-3 different people and no one gave me a straight forward answer, it was all "He said, She said". I even tried to cancel my order due to the bad service, but Nicole told me she would make up for the inconvenience and select me larger sized rays (5+") at the same cost, so I kept my order for one last try (4th attempt). Either Nicole forgot or something, but I got 2 STARVING, 3" rays.. hip bones are almost poking through their skin, and i can see and count every rib bone... One of the boxes was leaking badly and the bags containing the rays were cold!! I am very disappointed, because one of my rays actually has a big bite taken out of it too, near the tail... What a major let down.. Next time Ill pay more money to get QUALITY SERVICE. (1 out of 5 Stars) Im glad I got my rays though, if they survive.. sorry to complain

picture is one of the new rays with an older one..

hystrixbaby.jpg
 
I had zero problems with my first ray, he arrived exactly when they said he would and was 5"..a nice size. My second one I called every day to try to get around what felt like was a run around. I'm not sure if they didn't have the rays, were waiting for better stock, or what was up. I had been told they had them but were waiting to make sure they were good to send. That did make sense...though something just seemed off. Nicole told me if I wanted one right away, I'd have to get a tiny one, I'm assuming a leftover from the first batch. Then I saw people posting on here that their rays were set to ship certain days, and before I was told mine would ship. I called twice on Friday and was then told it would ship that night. It did and I got the tiny one, though she is eating now and pretty as can be. I'd have liked to get one closer to the size of my male, but I figure in the mail order end of things, you get what they send you. I've talked to Nicole several times and Pedro a few as well. Pedro seems very helpful and up front. He had given me some advice that seemed to be spot on. All in all, except for feeling like getting a run around and then getting a small ray, I can't complain much.
 
I have to say, Nicole is very nice, and she tried to work with me, but there's more to business than employee demeanor..
 
Yeah Definitely, never ordered from them but just from what I read on here, FORGET IT!

They seem like a company that does not stock enough fish. Thats why it takes so long is that they order from somewhere else.
 
I forgot to mention that the 1st day i was supposed to receive my ray I had work at 1pm, so i was told to expect the rays at 1030am. I never got the rays, so i called aquascape, the man there (not pedro) had no idea what to tell me, he promised nicole would call me back. i never got a call from her so i called back, spoke to her and she did not give me a straight forward answer either. this is when the (he said, she said) happened... i waited for a call back again, and missed 4 hours of work, to just be told the rays were never sent out to begin with.. my boss was not thrilled
 
I was impressed that the night my first ray arrived, I received a phone call asking how he made it through the shipping. Then they called me one other time, though I can't remember why. For the most part though, I did not receive phone calls or emails when I was supposed to. Maybe they are that busy? Maybe miscommunication within their ranks? I would deal with them again but knowing what I now know, I would tailor my conversations and orders to deal with their idiosyncrasies in customer service.
 
Its a mixed bag with them, some people have problems some don't. Personally I have ordered 3 rays from them, 2 separate orders, and never had a problem. The one good thing with them is that while sometimes there communication is bad from everything I have read the rays people get from them are always healthy.
 
Hope they are ok.
 
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