How should I handle this?

[RD.]

I don't order fish online. mainly for alot of the reasons mentioned above in this post... and half of the year it's too cold to ship fish to where I live.

FYI ...... fish are shipped year round to all points on the globe, including where you live. Generally a non issue if shipped via proper methods and packed properly using proper material such as heat packs.


I used to assist a friend in the landing of fish shipped in the dead of winter from places as far away as the Netherlands, and Singapore, to where I live in Northwest Canada, with uber expensive fish that would retail for hundreds/thousands of dollars a piece. Never once was there an issue with regards to bag water temps.

Unfortunately not all consumers are willing to pay for the most timely (and costly) shipping methods available, and with most vendors this too can void any recourse regarding their "live guarantee" policy.

Rapps live arrival guarantee is pretty straightforward.

I guarantee live arrival on FedEx shipments sent and delivered as priority overnight option ‘by 10:30 AM’ – and provided the package is not subject to claim via mishandling by carrier . Although I pack safely and successfully for extended transit times, next day delivery via ‘ground shipping/2nd day delivery/standard overnight by end of day delivery’ do not qualify for live arrival guarantee. I will also guarantee live arrival of fish shipped via same-day air freight to/from airport; provided that flights are on time and shipment is picked up within 2 hours of arrival - and provided the package is not subject to claim via mishandling by carrier. Any claims must be reported the same day of receipt. Any credit due will be awarded on your next order-no cash refunds.

And Justin, in response to your comment....... I have both kids, and grandkids, all of which have been raised to understand that responsibility isn't defined as pointing the finger and blaming someone else when they make a mistake.

 

[Anderman]

So what was the outcome? A replacement fish or it is what it is and you are out a fish and money?

 

[760fishaddict]

I am a business owner and if a customer is unhappy with anything it is my responsibility to make it right even if I take a loss that is how u run a reputable business. sry this happens to u.

 

[Oscarum monstruoso]

I am a business owner and if a customer is unhappy with anything it is my responsibility to make it right even if I take a loss that is how u run a reputable business. sry this happens to u.

This is true up to a point, and there are always exceptions. Customers with wildly unreasonable expectations or who use pressure tactics are better written off than appeased. Sometimes you have to say, Im sorry that I wasnt able to satisfy your demands, maybe we can't do business, good luck elsewhere.

 

[760fishaddict]

Of corse if there being unreasonable but he doesn't sound in reasonable.

 

[axs377]

Sorry to hear about the goonch dying. I hate to say it, but take this as an expensive lesson and demand a refund immediately if this were to ever happen again.

 

[Aw3s0m3]

So what was the outcome? A replacement fish or it is what it is and you are out a fish and money?

He never responded. I emailed him 2 more times before the goonch died. Not even asking for a refund but a genuine concern of what else I can do to try to get it back to health and no response.


Sent from my iPhone using MonsterAquariaNetwork app

 

[the lion who ate the sun]

Sorry to hear about your pet. That's terrible. I have only had one issue, and it was similar. Two fish arrived in abysmal condition; both floating and barely breathing. I acted immediately to try to save them both. One lived, the other died. After talking with the dealer he replaced the fish that had died. I offered to pay shipping because I felt bad about him taking the full hit. He had only just opened shop, and was struggling. Jeff rules. I have never seen such amazing customer service in our hobby. Hope things can be reasonably sorted out, but a month is a long time.

 

[Anderman]

He never responded. I emailed him 2 more times before the goonch died. Not even asking for a refund but a genuine concern of what else I can do to try to get it back to health and no response.


Sent from my iPhone using MonsterAquariaNetwork app

Maybe he was abducted?

All joking aside....Well not good and thanks for the post as it was good for future info. I Just about bought the mantilla rays on the list but after I seen the updated pictures and worked out the cost I changed my mind. Too skinny and too expensive of a risk to import to Canada. Wild caught being the deal fall through kicker!! If I could suggest anything here it would be to always ask for updated(current pics) and video of the fishing eating before purchase especially for wild caught high priced items. Lots of time the pictures supplied by the vendors are not as they seem and most of the time pictures are taken when the fish was first collected and healthy.

Sometimes these wild caught fish don't even eat while in the tanks with the vendors so the quicker you can buy them the better.

 

[Dieselhybrid]

I am a business owner and if a customer is unhappy with anything it is my responsibility to make it right even if I take a loss that is how u run a reputable business. sry this happens to u.

As a small business owner and sales director for a medical supply company I have to disagree. Many of the products I sell have a year warranty. Sometimes we'll make an exception and warranty items up to 1.5 years. In rare cases up to 2 years. This is doubling the warranty period. If Jeff were to do this in this case that would be extending from 12 to 24 hours. 30 days is around 60X the warranty period. That would be like me letting customer service exchange a medical instrument after 60 years. There is no way to be profitable like this.

If Jeff were to honor warranties/guarantees for 30 days in these situations what do you think his prices would be like? Double, triple maybe 5 times what they are now?

I'm not Flaming or trying to be an @$$ but goonches are from what I've read extremely difficult to keep alive for long periods. There's threads on here about mystery deaths. JL NGUYEN lost one and he's an amazing fish keeper. I know Ivan lost one before too and he's no rookie.

Unfortunately i think you lost your window of opportunity for action.

I'm sorry for the loss bro, I've lost way too many fish over the years myself. I feel your pain.