Reply To: Tank size & a few Q’s
Was this necessary?~ “We get tons of emails every day, and allot of them are from mortgage companies, sex pills, diet plants, and cheap software solicitations. What are these companies thinking???”
I understand there may be problem customers, but that’s part of business. Putting caps on key words, and just the general tone of what is written just seems wrong in my opinion. Here’s more:
” Agreeing to these terms voids any right to a chargeback. If you cannot agree to our terms set forth, we suggest you buy from another company. Sorry for sounding so unfriendly up front but we are tired of getting burned by people that don’t know how to read!”
“3. Box/Handling Fees – A very common fee in this industry”
“Please count on this….If it costs about $20 dollars to ship a single envelope that weighs 1/2 of a pound across the country through FedEx overnight, then your package containing plants and/or fish/shrimp will certainly cost more than $20. This is not cheap, we agree, but the harsh reality is that this is not a hobby for folks pinching pennies, or customers that are on a tight budget and need to skimp on shipping methods. With the ever rising costs of fuel (not just cars but also jet fuel as well) people all over the world will need to accept the fact that shipping anything is getting more and more expensive. Once in a while we will get an email from a customer complaining that his/her order’s shipping costs were outrageous. First, we will refer them to this spot on our site, then we will explain 2 things:
We cannot stress to our customers enough that there is NO relation to what OUR company’s products cost you, and what FedEx charges for their services.
Secondly: Perhaps if we had sent your package a slower method, we wouldn’t be explaining the high cost of shipping right now, but rather the fact that our customer would be insisting that we replace his rotten/doa order at OUR cost because slower shipping killed everything in the box. If you want your order to show up in the best possible condition we always suggest that your package be sent Next Day delivery only.
Lastly, if you cannot accept these terms, or our very clear way of explaining them, we suggest you buy your products from another company.”
” Please do not direct your anger at our company because the cost of shipping is so expensive. This is a hobby for pure entertainment and enjoyment, this is not a necessity!”
“11. C.O.D.’s & Prepay’s – We do NOT ship out COD orders. Doesn’t everyone have at least 1 credit card or a checking debit card.”
“12c. Chargebacks: This is absolutely not tolerated. If you have an issue with an order we will certainly fix it, we guarantee everything we sell so just call us, and interact with us, don’t react to a problem that is so easily fixable.”
“13b. Multiple Shipments – When it comes to shipping livestock, we cannot guarantee that we’ll ship everything in 1 box. In fact, had we waited to ship your whole order in one box, perhaps some items from the first week would now not be available, you may incur multiple shipping charges. Your order may also need to be in several boxes. We are in the shipping business and we’ll try to get everything in 1 box when possible. Had we been in a business that “manufactured” plastic plants and fish and we didn’t ship it all in 1 shipment, you’d have every right to be mad at us for not shipping it all in 1 box, but we sometimes have to wait for things to be ready to ship, resulting in multiple shipments. It is important for our customers to understand and accept the reality of this.”
“Acclimating Your New Shrimp or Fish Arrivals If a fish clearly looks dead, then it probably is. “
There is more, but this should be enough. It appears they have had some problems from customers, but why address us in a way that suggests we are all a bunch of idiots? I do understand that dealing with the public can be difficult sometimes, but why air the problems you have had in the past? I think it hurts their business in the long run. It turned me off.