BEWARE OF Arizona Aquatic Gardens!
- Thread starter 125gJoe
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Sure, you can look at it from the company's perspective, BUT the company should NOT discount customer service.
Based on this experience of Joe's plus others I read about, i WILL NEVER order from AZGardens.
Let me give you 2 example2 of above and beyond customer service.
1. I ordered some supplies from www.drsfostersmith.com. Two items were out of stock, with estimated dates back in stock in 5 and 7 days respectively. They have a policy of shipping orders within 24 hours. Well, my initial order (the non-backordered items) for some reason did not ship until after 5 days when the first backordered item came in. I called at about 7 days wondering where the order was. The CSR looked it up, saw that the shipping was delayed because of an error on their end and automatically offered to credit me the shipping charge. I didn't even ask for any credit.
2. I made my initial purchase of about 16 fish from www.alloddballaquatics.com All the fish did well except for a pair of blue rams that died about 3 and 5 days fater I had them. I visited them again to buy a few more fish about a month later and Eric and Al were asking me how my fish were. i explained they were doing well excpet the Blue rams who died. They said, here have another pair of Rams - gratis. I did not ask nor expect that at all - after all I had the fish for 3 and 5 days. But they said that shouldn't have happened, try another pair.
That is customer service. That will get customers coming back. NOT what the actions and emails from AZgardens that Joe / others showed above will do
Based on this experience of Joe's plus others I read about, i WILL NEVER order from AZGardens.
Let me give you 2 example2 of above and beyond customer service.
1. I ordered some supplies from www.drsfostersmith.com. Two items were out of stock, with estimated dates back in stock in 5 and 7 days respectively. They have a policy of shipping orders within 24 hours. Well, my initial order (the non-backordered items) for some reason did not ship until after 5 days when the first backordered item came in. I called at about 7 days wondering where the order was. The CSR looked it up, saw that the shipping was delayed because of an error on their end and automatically offered to credit me the shipping charge. I didn't even ask for any credit.
2. I made my initial purchase of about 16 fish from www.alloddballaquatics.com All the fish did well except for a pair of blue rams that died about 3 and 5 days fater I had them. I visited them again to buy a few more fish about a month later and Eric and Al were asking me how my fish were. i explained they were doing well excpet the Blue rams who died. They said, here have another pair of Rams - gratis. I did not ask nor expect that at all - after all I had the fish for 3 and 5 days. But they said that shouldn't have happened, try another pair.
That is customer service. That will get customers coming back. NOT what the actions and emails from AZgardens that Joe / others showed above will do
Correct me if I am wrong but the first e-mail said on apr 4
Do you want me to try and reship this this week? Or just a credit to the card? Let me know. Sorry for the DOA's
No mention of instore credit or anything just a reship or money refunded. Seems that things were on a good track.
I think they tried but someones hair got out of wack on both sides
Well I guess we will have to wait till the 8 of MAY to see if they come through for Joe. Personaly I would have waited till then before posting They just may come through for him yet
Do you want me to try and reship this this week? Or just a credit to the card? Let me know. Sorry for the DOA's
No mention of instore credit or anything just a reship or money refunded. Seems that things were on a good track.
I think they tried but someones hair got out of wack on both sides
Well I guess we will have to wait till the 8 of MAY to see if they come through for Joe. Personaly I would have waited till then before posting They just may come through for him yet
First - my wife made a typo on the e-mail. It was supposed to be - we need a reply by April 8th, not May 8th. These are 'live' animals we are talking about, and a recent algae prob we needed to help on >>shrimp and the fish would have helped..... For a business that has soo much experience, and not to reply to their customers on a "timely basis", is a bad idea IMO.....
Again - this individual at AZGardens, has posted rude e-mail in response to a customers problem.. Way to go!! ---- that makes a lot of sense in customer satisfaction.. ( total sarcasm on the last statement )..
Originally posted by Dabbler II
Hey Joe E-mails 1 and 2 should be switch around they are in the wrong order ( ie dates)
It really doesn't matter which order the e-mails are posted......
The guy at AZGardens responded at the same time to both e-mails. I don't see any rudeness at all on my part.
Dabbler II, sorry if any confusion is there..
Let me quote the audacity, ane rudeness of someone's attitude.
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You want any companies point of view? Satisfy the consumer. Any company that fails to create a satisfying transaction bewteen them and the consumer is a failure.
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Slipknottin, that is good business sense, (common sense too) and I'm so glad you mention that.
This is directly from the e-mail I got from AZGardens:
."......I prefer to deal with customers that understand losses do occur. Remember this hobby is a luxury not a necessity. ......"
And now I'm so stupid not to realize what a hobby is and a necessity! That makes my money his luxury - expect no timely response as he in not reposnsible to the customer. When the customer is the luxury, there's no business.
I guess I'm supposed to realize from them it is a "hit and miss" deal going on.. I'm not in a 'crap shoot' type of odds on what I expect from online businesses - And I have spent several hundreds online (that's dollars, for those who may consider a business - a hobby and a luxury. The dollars I earn are my neccessity!)..
This is directly from the e-mail I got from AZGardens:
."......I prefer to deal with customers that understand losses do occur. Remember this hobby is a luxury not a necessity. ......"
And now I'm so stupid not to realize what a hobby is and a necessity! That makes my money his luxury - expect no timely response as he in not reposnsible to the customer. When the customer is the luxury, there's no business.
I guess I'm supposed to realize from them it is a "hit and miss" deal going on.. I'm not in a 'crap shoot' type of odds on what I expect from online businesses - And I have spent several hundreds online (that's dollars, for those who may consider a business - a hobby and a luxury. The dollars I earn are my neccessity!)..
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Remember Joe, you hold the advantage. The consumer always drives the business, not the other way around.
When was the last time you walked into a store and the owner started negotiating with you to attempt to get you to pay more!
When was the last time you walked into a store and the owner started negotiating with you to attempt to get you to pay more!
I'm not sure about online theft from customers.. Sure, there must be some. My point is what I am dealing with. To me, this is very sad when it comes to shipping live products. Customer service is almost non-existent in this case.
As fas as me being 'unjust' is your opinion against my feelings and opinions on this matter. And that's fine too.. For the record, I will do my best to help others avoid this type of problem. All I can do is post fact and my humble, honest opinions.
hey slip read the whole post I just through out some ideas and some wisdom if companys didn't question some complants because of dishonest people they also would be out of business.
the busness is there to serve you but if you don't get satisfaction from your sales man then go to his or her boss don't start ranting till all options have been exhusted.
and on the point of the e-mail are posted in a wrong order if you read the second one first according to the dates they fully offered to resend the order or credit your card
I know you got a shipment of half dead shrimp and you are ticked and it cost big bucks and you want your cash back hey I understand
the busness is there to serve you but if you don't get satisfaction from your sales man then go to his or her boss don't start ranting till all options have been exhusted.
and on the point of the e-mail are posted in a wrong order if you read the second one first according to the dates they fully offered to resend the order or credit your card
I know you got a shipment of half dead shrimp and you are ticked and it cost big bucks and you want your cash back hey I understand
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