Rare Reef feedback

[MikeTR]

My experience with this vendor is quickly going south. I'm going to just lay out the facts and attempt to leave emotions out of it for the most part.

 

On 11/05 I placed an order for a rare blue squamosa clam and a dragon soul favia for a total amount of $184.75. Checkout process was average, had to create a new email account to use google checkout which is their only method of payment. I chose and paid for the Florida shipment option which per their checkout process says overnight. Service used was FedEx Home delivery. Under normal circumstances I do believe it will be a 1 day option, but I don't think it's a guarantee. The following day I see there's a delivery exception. Panic ensues and I call FedEx and the box is still at the terminal, it's being held for inspection. I called Rare Reef (RR) and left a voicemail with no response. I email RR about the issue and they state that maybe tracking info is just slow to update, that delivery is possible by end of day, and to keep them informed. Package is a no show. Turns out it was held up because the package was leaking. When I got the box the next day (11/07) it was soaked and the contents repackaged FedEx style.

 

Favia survived the 2 days in shipping, though it had a large dead eunicid worm and another crab of some sort that came out in the dip. The clam on the other hand was mostly out of water. It didn't smell bad so I put it in the tank. Unfortunately not able to acclimate it due to the minimal amount of water in the bag. I figure the best chance for its survival after 2 days in shipping would have been to just put it in the tank anyways. I let RR know at this point that the package leaked, the clam was in the tank, and we'll see how it does. Response was "Get me pics if it passes and I have another one a lil bigger for you ;-) We stand behind our products ,unfortunately FedEx is rough on te handling sometimes and they do things like this."

 

The following morning I send them pics of the DOA clam twice, once with them pasted in the email, the other as attachments as I guess they can't see the email with the inline images. I have to follow-up again the next day to ask if they received the pics and asking for DOA credit. "Just confirming you received pics for DOA credit since there was some issue with the first email. I'd rather not take the risk of shipping another clam as you have so many other amazing pieces to choose from." To which they responded. "Yes Sir I did." This was the last I heard from them.

 

I go away for a week on business and when I come back I see a box at the door. To my surprise, it's a package from RR. I open it up and it's a clam, a dead clam, and it's been sitting at my door for 5 days. I immediately email RR. We have another DOA. I never received any communication ahead of time that you were shipping me what I assume is another clam. Can't even open the bag without gagging. I was out of town on business last week and only noticed the package because I was mowing the lawn. Had I known I could have let you know to hold off on shipping; however, I did state I would like store credit as I didn't want to risk shipping another clam. I'd like to give you the opportunity to make this right.

 

They responded back that tracking info was sent. I check my email, no info, then I remember I had to create an email account to checkout. I go and look, sure enough there is a FedEx email with tracking info the same day they shipped. No other correspondence however from RR stating when they were going to ship, or that they were even going to honor a DOA credit. So at this point, I'm in argument with them through email that they never notified me of the second shipment and that I didn't want another clam anyways.

 

This is their final response as of late:

Our policy is this

If DOA I need a picture within two hours of delivery ( you sent something almost a week later sorry)

If we have same/alike product we send a replacement if we dont we will issue a store credit . I personally sent you a message when you first said something about the clam . I responded with I have another clam for you and would get it out asap . Ill speak with Robert and see what he says but thats already 2 not cheap not often seen colored clams that was sent and we dont replace more than the first DOA

 

I never requested another clam, they just shipped it. I never saw pics or anything. Am I in the wrong here? Should I have just assumed they were going to ship me another clam the following week? At this point I probably will just open a dispute with the credit card and try to get a refund. I've wasted enough time trying to get a response out of these guys.

[keydiver]

I've heard terrible things about rarereef. Apparently one of the employees is a major dbag. He even went to such extent to publicly insult and cuss out one of the customers over facebook (Randi here on NR)). They have some great stuff but after all these reviews I'd rather save my cash.

[louy99]

I've heard bad stuff from them too, overpriced too IMO

[Wizzy]

I've heard terrible things about rarereef. Apparently one of the employees is a major dbag. He even went to such extent to publicly insult and cuss out one of the customers over facebook (Randi here on NR)). They have some great stuff but after all these reviews I'd rather save my cash.

 

I remember this Facebook incident lol. The screenshots somewhere around here.

 

You deserve a refund or a replacement (this time with appropriate communication).

 

Hope this situation is rectified.

[MikeTR]

I remember it too.. and ironically it was about a clam. I doubt I'll hear anything further from them.

[got2envy]

They are a scam! do not buy from them the one guy was banned from here when he used the name Dubman. They use other peoples pictures and then do not send you what they said they would send. They tried to use me as a lackey by giving me free stuff and wanting me to give them a great feed back and to buy with confidence...NOT.

AKA Frag Farmer and Reef 411

 

They stink on ice.

[metrokat]

Mike did you pay with a credit card or paypal?

[MikeTR]

I paid with credit card through google checkout.

[metrokat]

you can try to file a dispute with the CC company. Simply say you ordered live animals and they were dead.

[Wizzy]

I remember it too.. and ironically it was about a clam. I doubt I'll hear anything further from them.

 

Good Luck Mike, it's unfortunate that some people lack basic values and ethics.

[buddythelion]

GL man. That place was shady beyond all reason. The prices are tempting, and thanks for warning everyone again!

[chrssprngs]

They suck. Tried to buy a clam from them and wanted local pick up which they offer. Trying to coordinate with them was a nightmare. After finally getting a meet day and time, (location needed to be decide), the guy goes awol again. Got my money back and will never do (try to) business with them again.

[Lawnman]

I recall that Fragfarmer thread. Juat file a credit card dispute. I HATE goggle checkout Ecotech uses Goggle checkout. I needed a part from them but went to another vendor just because of Goggle checkout.

[MikeTR]

Filed the Credit Card dispute. Sh.it like this zaps the fun right out of the hobby. Really man, how long's it take to send someone an email, "Shipping you another $100 RARE BLUE Squamosa clam tomorrow."

[Paandemonium]

I've ordered from these guys a bunch of times and here are my full (slightly biased reviews)

The first order was a NIGHTMARE I ordered a rainbow bubble tip anemone from them and not only did they ship it to the wrong house but the bag was leaking

I ended up getting my anemone three weeks later

the next couple of orders were okay until I ordered a ZOA(please note the emphasis on zoa) frag pack from them only to wait two weeks after payment with nothing sent, then he emailed me and asked me if I liked the stuff... I told him I hadnt received anything and he shipped me out 5 frags( I payed for 6) most of them acans...

I hate acans, not my style, I'm a zoa/ anemone/ monti type of girl but I was fine with it

also every time they go out of town they stop shipping but unless you have their personal facebooks you are none the wiser and start freaking out lol

As for my good reviews on these guys here they come

they have gotten A LOT better in their packaging techniques, they are using thicker bags and more rubber bands and cooling/ heating packs

their customer service has also gotten better, at least Russ provides awesome customer service to his full extent

their stuff is amazing and ten times cheaper than anything you'll find anywhere else

and if you have been a customer of theirs for a while they give you deals you cant beat (tyree rainbow and tyree sunset monti for like $60 before shipping)

they always have some sort of flash sale going on at least once a week and you can get their stuff even cheaper

since I live in florida its much easier/ cheaper to get my stuff shipped to me and they have a better selection of corals than Strictly Fish/ Exotic Aquariums which are my main LFSs

 

Even with some BADDDD moments I think I'm still going to buy from these guys, you need to remember that they are trying to build something out of nothing and that's difficult. I own and invest in stores and you have to be realistic with comparing new companies i.e. Rare Reef to something like Aqua SD or LiveAquaria

 

Hands down their selection fixes most of their issues in my book

BUT if you are a first time customer I suggest you save the pictures of what you bought and basically stalk FedEx shipping till you get your items

also while youre acclimating take pictures of the items in case theyre not opening up just for your own protection

[TeflonTomDosh]

too funny about the FB posts. I had a few words with him the other night and when I just went back to check the thread, all posts were gone.

[MikeTR]

Winner:

CR ADJ/CHARGEBACK PROC 070002402362900000007809 ($97.00)

 

Pleasure to not ever do business with you again Rare Reef.

[Telefonica007]

Rare Reef has amazing stuff but has HORRIBLE customer service. After 2 of their sales, i didnt get anything because of their card processor. I then had confidence to give Russ my credit card info to process a $500 order manually. 2 days later after texting him and emailing him, his answer was "i had to much sh*t going on to process your order. totally sucks