Reefs2Go order, slightly awry

[jedimasterben]

Hello all. I ordered R2G's 'Decorator Macro Pakc'. $30 shipped (then, now $50) for four macros and an order of pods. Comes with red grape (Botryocladia botryoides), 'Fern' codium (either Batophora sp. or Dasycladus vermicularis), Barbata (Cymopolia barbata), Acetabularia (Acetabularia crenulata), Eucheuma (Eucheuma spinosum), and 250 mixed 'pods.

 

 

I ordered on the July 23rd (8 days ago) and it shipped yesterday, July 30th. A bit outside of their '1-4 day processing', but whatever, I'll give them that. Anyway, I got it, and it was well-packaged. A new (not used) cardboard box, styrofoam cooler that was well-sealed, all bags had plenty of water and sealed with a metal clip, and two cold gel packs. The package was delivered at 12:22PM by Fedex, and left outside in South Florida, temperature was around 99°F at that point. I didn't get to pick it up until 1:30PM, and when I opened it up, the inside of the cooler was cool to the touch, and as of right now (7:15PM) the gel packs are still around 70°F, so it was done correctly.

 

As far as the macroalgae go, there is one mixup. I received no red grape, I believe it is either more Eucheuma or something else. The bag was even labelled as 'red grape', but it was very clearly not. The 'red grape' bag also contained pieces of chaeto, feather caulerpa, and green grape caulerpa. This would have been a major no-no if this were going to California, so they need to make a better effort at keeping their macroalgae separated.

 

I used their contact page when I got home (around 5:00PM) to notify them that they did not include the red grape, and I am waiting on a response. Will update when I have their response and their resolution.

 

 

Some pics.

 

 

 

 

 

 

Feather caulerpa.

 

 

 

 

 

 

 

Sorry for the poor quality pictures, I had to give the DSLR back to my sister. :/

[jedimasterben]

Received a response today at 11:13AM from Elyse at R2G:

In our industry, we do find that working with live items leaves us at a disadvantage; it is not an environment where they are boxes on a shelf waiting to be shipped. We have all manner of items coming in and out of our systems each day, add to that that the circle of life is present even in our tanks. We will not send an animal out the door if we feel it will not hold up to the stress of shipping. We have divers that go to procure the items we need, only to find that the animals have relocated, or the live items are no longer available. All of these factors can influence the scheduled ship date of your order as well as an item not being available to ship when your order is scheduled. I can understand this is frustrating as a customer, but while we have worked to reduce the number of items not included in a shipment, we will never be able to completely eliminate this from happening.

 

What we can do in the future is to mark your account as "no substitutions/must ship complete" to avoid this. Is that something you would like for me to do?
Thank you for your business,

Elyse
reefs2go.com

 

 

Well, seeing as red grape is still showing as 'In stock' on their site, it was not substituted.

Uh, what?

[just a noob]

The only thing I can say after reading that reply is "what?"

[notwithit]

strange canned response.

[jedimasterben]

I got another couple of replies a bit after, what they ended up doing was giving me a coupon code that will add an order of red grape no charge, but that requires purchasing again. Hmm.

[tierarzt]

Upon reading this thread as well as numerous others I don't see why anyone would order from this company. I see a pattern of poor customer service echoed in dozens of posts. Why take the chance?

[GHill762]

I have always had great service, quick shipping, good packaging, etc.. maybe I've been getting lucky..

[ReviloM]

That response is copied and pasted. I have gotten the same response before about my shipment not being shipped as they told me it would be. Substituting is not good. What if you couldn't use the substitute in your tank or it caused harmed to your tank? They didn't even bother to call and tell you that it was out. They cant blame it on having just a few staff members when the package was shipped outside the 1-4 day processing. Then, the coupon for free red grape macro. That's BS. You ordered the first time for it, now you have to buy again for red grape. Seems to me like they are leeching as much money out of you as possible before you decide to not buy again.

 

 

I have had some good coral and fish orders from them before I stopped though. Now i just sometimes buy pods and that's it; never again for anything else. I would suggest the same.

[Ebn]

Kind of BS if you asked me. If it's available it should have been shipped. If it wasn't, then there's something wrong with their inventory system and they should have contacted the buyer in regards to the substitution (firm believer in communication).

[markalot]

Unlike the last Reefs2go complaint, this one is pretty damning. Don't substitute and incredibly invasive and in many places illegal algae for one I ordered!

[Lawnman]

I got another couple of replies a bit after, what they ended up doing was giving me a coupon code that will add an order of red grape no charge, but that requires purchasing again. Hmm.

That is such BS. It would cost us to much to send out a new package with just macro. Who cares your mistake make it right. This stuff just drives me crazy.

[glennr1978]

It seems to ke that either r2g has grown too big for their current staff to handle or they just dont care about customer service any more. If its the latter then that's pretty much the kiss of death for them. Word spreads fast in this hobby.

 

That is such BS. It would cost us to much to send out a new package with just macro. Who cares your mistake make it right. This stuff just drives me crazy.

Im pretty sure macro can be sent for a couple bucks....flat rate priority.

[Dark_ice]

I got another couple of replies a bit after, what they ended up doing was giving me a coupon code that will add an order of red grape no charge, but that requires purchasing again. Hmm.

wouldent you still have to pay shipping? witch is more than the algae itself

[jedimasterben]

I have always had great service, quick shipping, good packaging, etc.. maybe I've been getting lucky..

I would say so, unless they've just outgrown their staff or just don't care anymore.

 

That response is copied and pasted. I have gotten the same response before about my shipment not being shipped as they told me it would be. Substituting is not good. What if you couldn't use the substitute in your tank or it caused harmed to your tank? They didn't even bother to call and tell you that it was out. They cant blame it on having just a few staff members when the package was shipped outside the 1-4 day processing. Then, the coupon for free red grape macro. That's BS. You ordered the first time for it, now you have to buy again for red grape. Seems to me like they are leeching as much money out of you as possible before you decide to not buy again.

 

 

I have had some good coral and fish orders from them before I stopped though. Now i just sometimes buy pods and that's it; never again for anything else. I would suggest the same.

I definitely think the worst part was leaving the bag labeled incorrectly. Them placing a red macro in it makes me think that they just wanted me to believe it was red grape. Whatever macro it is, is clear today, so I threw it out. Definitely not going to order again, so no red grape for ben.

 

Kind of BS if you asked me. If it's available it should have been shipped. If it wasn't, then there's something wrong with their inventory system and they should have contacted the buyer in regards to the substitution (firm believer in communication).

This is one of the responses I got when I mentioned that red grape still shows up as 'in stock' on the website:

 

AUG 01, 2013 | 02:14PM EDT

Elyse replied:

 

Ben,

We do not have a real time inventory therefore there are occasions where we are not able to get the items from our vendors. I apologize that your bag was not properly labeled after the sub had been made. I would be more then happy to issue a credit on your account for the amount of the item. Please let me know how you would like to proceed.

 

Thank you for your business,

Elyse

reefs2go.com

 

 

Complete and utter bullshit. According to how they did me, if anyone orders something that is out of stock, they'll just send something else instead. Wonder if they do that with fish, too. Oh, I ordered two black clownfish for $40 each, but they were out, so they sent me two orange clowns for the same price. I'd be ultra pissed.

 

Unlike the last Reefs2go complaint, this one is pretty damning. Don't substitute and incredibly invasive and in many places illegal algae for one I ordered!

I know! TWO different types of caulerpa in one, and there's no telling what else could have been in there, I tossed a LOT of the stuff out of that bag.

 

That is such BS. It would cost us to much to send out a new package with just macro. Who cares your mistake make it right. This stuff just drives me crazy.

I know, it would literally cost them less than $10 to ship it out, I'm two hours away from them.

 

wouldent you still have to pay shipping? witch is more than the algae itself

Yep, but their point is that they want me to purchase more stuff to be able to get what I originally ordered, in addition to paying shipping. Bastards.

 

 

 

And after all of that, guess what is still in stock. http://www.reefs2go.com/product/MAC-TREE-REDGRAPE/Live-Saltwater-Red-Grape-Tree.html

[CrazyEyes]

I've spoken to them once because they're about 15 minutes from where I live. And whoever I spoke to on the phone was complete bitch. I simply asked " what hours are you open on the weekdays?' This lady got so insanely rude with me, sir sir we are not open to the public, we do not have a store front, you can pick up your order but you cant come in shop around. I know it's quite hard to convey her tone this way but she was a total bitch.

[dixiedog]

R2G's name is pretty much sh*t around where I live. Same with Aquacon-artists.

 

I've ordered once from each of them; neither will ever have my business again.

[SerenityReef]

Sad even at 50% off I don't feel like risking it.

[iSea]

I am sorry to hear that. I am still waiting for some items from my last order to be shipped, which I placed 4 weeks ago. I literally called them 5 times today and no one answered

[AFellowReefer]

I definitely think the worst part was leaving the bag labeled incorrectly. Them placing a red macro in it makes me think that they just wanted me to believe it was red grape. Whatever macro it is, is clear today, so I threw it out. Definitely not going to order again, so no red grape for ben.

 

I totally agree. They were hoping you were inept and they could pull the wool over your eyes. And when they were caught red handed, they sent you a copy and pasted response and hope you would move on and then spend MORE money at their website in order to use the store credit. Gosh, I heard that R2G was bad, but did not know it was that bad.

[malady]

wow I just bought the buy 1 get 1 free 1000 pods and now I read this.. >_<

[AJ69]

I'm really close to their pick up place and I'll never buy from them based on personal previous experiences

[malady]

wow so the pods came

 

now where close to 2000 wtf..

[glennr1978]

wow so the pods came

 

now where close to 2000 wtf..

 

Please tell me you counted them!!!

[Bobyboy]

Please tell me you counted them!!!

 

The fact that you can count them is a bad indication!

[ngvu1]

The fact that you can count them is a bad indication!

I have been buying those 2000 count pods bottle and they are no way near 200. I don't know how come no one complains!