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NewJerseyreef
09/22/2010, 09:51 AM
SO after months and when i say months i mean months of research i finally placed an order today with blue zoo aquatics!! :spin1:

Ive been emailing and called last night around 6 or 630 pacific time and was extremely happy that someone anwsered the phone even though it says they close at 530.

So i ordered:
flame angel
royal gramma
pink spot watchman
yellow eye kole tnag
15 red hermits
caribbean pistol shrimp
atlantic urchin

I will keep you updated with my experience! it should be here at 1030 am TOMORROW :bounce1::celeb2:

NewJerseyreef
09/23/2010, 08:11 AM
ok so in less than 24 hours i have receved my order and everyone looks alive!!! there was black on the sides of the bag for the kole tnag and flame angel but when i fish looked at it i was kinda stumped like hummmmm what happend then i looked in the toop and relized hahaha duhhh right now i have them floating so i will let everyone know in about 2 hours how they are!

pktech
10/05/2010, 08:14 PM
so how did it go?

NewJerseyreef
10/05/2010, 09:13 PM
ahhhhhhhh not as well as i thought i lost the pistol shrimp and urchin in delivery and then my pink spot goby died a day and a half later then its been days and they wont reply to my emails very upset and my flame angel seems to have flukes may or may not have come with it... did a fresh watewr dip seems to be better

ariel47
10/05/2010, 09:16 PM
freashwater dip wil not treat flukes, you need prazipro.

pktech
10/06/2010, 07:02 PM
that's a bummer to hear - they have a fish I want - how long did it take to get to you? Was it packaged appropriately?

BlueZooAquatics
10/07/2010, 12:49 PM
Hi JJ,

Sorry for the late response here in this forum. How is the flame angel doing? I know we have been corresponding via phone and email but I wanted to check in with you here as well. If you need any more help, feel free to call us. Take care.

NewJerseyreef
10/09/2010, 02:40 PM
well everything and i mean everything has fianlly passed away from the oder that i placed with you guys. the angels eyes were completely cloudy and i was aple to perform a freshwater dip and was able to catch him without it seemed like him ever even noticing me approach him i am so umbelievely unhappy. All of the tanks residents prior to the order and still alive and doing extremely well. all my inverts and fish are all perfectly fine. i have no idea why its been just over 2 weeks and every las thing(expect the hermit crabs) have completly died. it just amazes me how my fish before are still thriving but the fish i recieved have passed. it makes me extremely upset and ive debated on even leaving the hobby because i hate to just keep buy fish and having them die. even though my LFS is about twice your price on fish ive NEVER had one FISH die. im so upset about the order and the fish that have passed

NewJerseyreef
10/09/2010, 02:57 PM
UPDATE! the flame angel is still alive i just performed another freshwater dip and seems to be doing better. i cannot believe the amount of flukes that came pouring off of its body its incredible. it was layin gont he ground and when i netted her she moved a little so i just dipped and she moved more and more. after about 5 minutes in the freshwater swimming again. the color of her is extremely pale and fins are chewed badly. im going to try my best to save her. i really hope that i can

Luwe2008
10/09/2010, 02:58 PM
Ive been screwed over by BlueZoo twice as well. Taught me not to ever order from them again. First I ordered a Clarkii and it was twice the size they told me it was, plus it had cloudy eye. Then I ordered two Latz clowns and they passed a couple weeks later. I thought it was at my fault so I ordered two more Latz, and what do you know both of them have cloudy eye and 1 of the Latz was deformed. I contacted them and they said that they didnt notice anything when they had them so I should just quarantine them myself. I asked for a refund and they said no, so I asked for an exchange and they said yes. Then they stopped responding to me and when I finally got a hold of them they said there was nothing they can do. I really hope theyll help you out and dont sccrew you over hundreds of dollars like they did to me.
IMO i would say just stay away from ordering from them. their livestock is poor in healthy. Sometimes paying a little extra money ends up paying off in the long run.
Goodluck to you :]

ariel47
10/09/2010, 03:35 PM
I would treat the flame with maracyn-2 and prazipro.

Mrrealmadrid
10/10/2010, 01:58 AM
Yep.. I bought a colony of zoas and two fish..Their stock is just crap... I tried emailing them about my concerns and I got an "oh well" email and offered a pathetic partial refund..

I just tossed the zoas in the trash the day I got them.. It was unreal just how crappy they were..My "colony" was a bunch of rubble. I got a goby that died that first night.. My clean up crew was putting the finishing touches on it in the morning. The multicolored angel held on for 5 days. But he was too weak and full of flukes to survive.

Buy at your own risk... Because of this order I refuse to purchase anymore fish online.

franklypre
10/10/2010, 02:31 AM
I hate to even comment on a negative thread about BZ. My story is that I started ordering from them about this time last year, I spoke almost completely to Kris Wrey. I was 100% happy with him and what he sent me. My last 2 orders from them: the clams were bleached around the siphons, the Xmas worm rock was bleached and in terrible condition, the fish were subpar, and customer service was lacking. Now I understand Kris left some big shoes to fill and I will order from them again, but it will be a while. Those of us that have been in the hobby for a while know that websites constantly deal with problems. I think right now might just be a rough patch for them. I firmly believe they will get back to what they were.

Mrrealmadrid
10/10/2010, 09:29 AM
I hate to even comment on a negative thread about BZ. My story is that I started ordering from them about this time last year, I spoke almost completely to Kris Wrey. I was 100% happy with him and what he sent me. My last 2 orders from them: the clams were bleached around the siphons, the Xmas worm rock was bleached and in terrible condition, the fish were subpar, and customer service was lacking. Now I understand Kris left some big shoes to fill and I will order from them again, but it will be a while. Those of us that have been in the hobby for a while know that websites constantly deal with problems. I think right now might just be a rough patch for them. I firmly believe they will get back to what they were.

So should the customer suffer because they are going thru a rough patch? I breed/sell snakes and I understand that things happen when you deal with livestock but selling sick animals and then not making it right when people raise concerns is just not the right way to do business...

They live off of good hearted people like you that make excuses for their poor customer service and product. You shouldnt have to speak out for them..

Luwe2008
10/10/2010, 12:56 PM
So should the customer suffer because they are going thru a rough patch? I breed/sell snakes and I understand that things happen when you deal with livestock but selling sick animals and then not making it right when people raise concerns is just not the right way to do business...

They live off of good hearted people like you that make excuses for their poor customer service and product. You shouldnt have to speak out for them..

Very true. Good costumer service is like what liveaquaria and vivid have offered me IMO. It's obvious that mistakes happen, but when the company is just Eh about it that what determines a good and bad company. Both Liveaquaria and vivid gave me back hundreds of dollars for the mistakes they made without any questions. That's Amazing service.

RegalAngel
10/10/2010, 02:05 PM
I purchased a Powder Blue Tang and Auriga Butterfly from BZ about three weeks ago after emailing about the sizes I wanted. I got the sizes I wanted and they are excellent specimens, disease free and eating very well. After two weeks in QT for observation they are now in the DT and doing great!

So, YMMV..... Thanks Mark for the excellent service, great pricing, perfect fish, and I will be placing another order soon.

joeyshmoe
10/10/2010, 06:06 PM
thanks to all who gave their opinions, i was very close to placing an order with BZ, but now i think i'm going with liveaquaria.

problem with liveaquaria is that they seem to out of stock with many livestock quite often.

Mrrealmadrid
10/11/2010, 09:47 AM
thanks to all who gave their opinions, i was very close to placing an order with BZ, but now i think i'm going with liveaquaria.

problem with liveaquaria is that they seem to out of stock with many livestock quite often.

Glad we can help... Good choice.....I'm telling everyone that will listen about my experience. They can make their own conclusions afterward

BlueZooAquatics
10/11/2010, 01:42 PM
Hey guys,

This thread is turning into a flame of our company. We appreciate feedback both positive and negative. We learn from this feedback and adjust our practices to best fit the needs of our customers. Having said that, it would be great if we had the opportunity to speak with each of you personally. We have been working with NewJerseyreef to resolve his issue already. We would love it if Mrrealmadrid and Luwe2008 would call 888-479-2583 or email [email protected]tics.com to work with each individually on their separate issues.

It is extremely rare that we cannot come to some kind conclusion that satisfies the customer's expectations. The times when we have not been able to do this have been when folks are simply not speaking up or not giving us a chance to work something out.

I think one poster said it correctly that mistakes will happen and it is the actions of the company and how they handle the mistakes that define a companies customer service. We pride ourselves on having a professional staff who treat all customers as individuals and work through problems until conclusion.

We also want to say thank you to Regalangel. We appreciate the kind words and look forward to helping you out with all of your future purchases.

NewJerseyreef
10/11/2010, 11:21 PM
i have absolutly no problem with the customer service over at BZA when i call Mark there has been absolutly perfect and has helped me through all my problems and has spent tons of time with me. Not one time has he said he needed to move on to another customer ive probably logged a couple of hours with him too. I plan on speaking with someone over there about my problems an that i have been experiencing and i understand that it doesnt happen often. Mark has explained the percentages to me and i never heard anything bad about you and that is what i put in my original post. I TRIED to find bad things and couldnt. the percentages he gave me were great. i just dont know what happened this time. I get very upset and i can only guess many people do when it comes to fish dieing because i feel like its my fault for causing their death. Mark has explain he is trying to make arrangements for me to speak with someone to talk to about the problems with my order and im expecting to talk soon.

Mrrealmadrid
10/12/2010, 07:41 PM
email sent

Mrrealmadrid
10/16/2010, 12:45 PM
We would love it if Mrrealmadrid and Luwe2008 would call 888-479-2583 or email [email protected] to work with each individually on their separate issues.

What was the point of asking me to email you if there was no reply? Did you just want to look good on this thread?

What a joke...

scottyburger
10/16/2010, 11:17 PM
+1 on having had terrific experiences with Blue Zoo in the past, and will be ordering again soon.

GunnerO
10/17/2010, 08:56 PM
Ive placed a few orders, always had some problem, coral finally died, etc. etc., my last order was a year or so ago, recieved most of the order and within a week or so, most all of it ended up dead. I worked with Chris and after lots of phone calls and emails, BZ finally sent me a "credit for most of my loss". Do I take another chance? Do I have to pay the shipping again? I think I'll just let them keep the money, its just too much of a hassle dealing with this company. I've had good luck with LiveAquaria and looks like I'll be doing business with them for the future..

Mrrealmadrid
10/18/2010, 07:31 PM
Ive placed a few orders, always had some problem, coral finally died, etc. etc., my last order was a year or so ago, recieved most of the order and within a week or so, most all of it ended up dead. I worked with Chris and after lots of phone calls and emails, BZ finally sent me a "credit for most of my loss". Do I take another chance? Do I have to pay the shipping again? I think I'll just let them keep the money, its just too much of a hassle dealing with this company. I've had good luck with LiveAquaria and looks like I'll be doing business with them for the future..

Yep. It's a headache to deal with them. But what really gets to me is how they act like they actually care on the forum then ignore you on when you contact them.

All we can do is inform people of how they really treat customers once they get their money so that others don't make the same mistake....

pktech
10/19/2010, 05:20 PM
Didn't they ask you to email or call them to work something out?

Mike @ Blue Zoo
10/19/2010, 08:35 PM
Hello Mr Real Madrid,

Thank you for speaking with me today and for working with me to reach an accord. Despite a few tough issues, reasonable minds have prevailed. Thanks again!

To Luwe2008 and GunnerO,

It is the intent of Blue Zoo Aquatics to resolve all customer service issues as quickly and amicably as possible. I encourage each of you to call 888-479-2583 and ask to speak to Mike regarding your individual concerns as voiced in this thread.

Mrrealmadrid
10/19/2010, 09:06 PM
Just got off the phone with Mike and after a very long conversation we came to an agreement.

I would like to note that this agreement came without Blue Zoo having to refund me one cent. Mike offered a FULL refund and I very politely declined.

The reason I didn’t take it was because he truly does care. Having a conversation with him helped me understand that we were both at fault and if I had just kept a level head then the outcome would have been very different. Neither he or his company is at fault for my reaction and so I take back my words which were, at times, very incorrect.

I still will never order any livestock online but Blue Zoo isn’t the reason why. I tried to blame them for that but I wasn’t taking all the variables into consideration.

I hope them all the best and would advise anyone that has an issue with Blue Zoo to speak to Mike directly before anything......

tonedogz
10/21/2010, 01:19 PM
I have to say that I have dealt with them many time. And like every place that receives live goods, retail aquarium stores and the like have fish that arrive dead or dying so its not really their fault but the nature of the business. Any fish or coral that I have gotten from bluezoo that has died has been promptly address by them and I have received a credit for each and everyone of them no questions and their email response is pretty quick.

twinypalm
11/03/2010, 12:18 PM
I just received my order from them last week and I have to say I am not very happy with it. First the size of the fish that I received for my order is all messed up. For example the sailfin tang which is supposed to be 1;1.5" is about 2.5", the rainfordi goby .75-1" is 2" and the clams 2' are maybe 1.5-1.75". They don't seem to understand that people order their fish in a certain size for a reason. It is not OK to subtitute for different sizes when they run out of the right size stocks.

BlueZooAquatics
11/03/2010, 12:36 PM
Thanks for the update. I really don't think it is a matter of running out of stock on an item. It has more to do with picking for you, the customer, the healthiest possible specimens that have the best chance of survival in your system. In our world, smaller fish are usually the ones that have the least chance of survival so if there is ever a question about one particular animal's survivability, we will always opt for a slightly larger size than risk an animal dying. If you are extremely picky about exact sizes, please use the comments field on the order to place notes. We will do the best we can with your requests. I hope that helps for the next time you place an order. Thanks.

jwalker314
11/04/2010, 09:05 PM
i am planning on placing an order in the next few days, hoping all goes well, mainly ordering inverts. I will post my thoughts after I order

buck27
11/17/2010, 10:19 PM
I know one thing, that is word of mouth is the best advertising you can ever get and based on everything in the thread that was said; I will NEVER oder from BZ. I just can not see it being worth the headache of having something go wrong. good luck to everyone else and happy reefing.

want1
11/20/2010, 11:37 PM
i have ordered from them one time before all of myt fish died all of the inverts lived and they did not send me te right amount of brine shrimp after talking with them i got a credit that had to be used in a little less than a month and they were out of stock on any of the fish that i wanted so all togeter it was a wash best of luck to you guys

BlueZooAquatics
11/22/2010, 12:58 PM
Hey guys,

I guess this thread never dies :)

want1- All of our credits issued are good for one year, not one month. If you still have the credit, feel free to use it anytime you like. We actually do extend the credit longer than a year if needed. It is after all your money. The only reason we expire them in a year is for accounting reasons.

buck27- It is absolutely your prerogative to choose whomever you wish to supply your livestock. If you are basing your decision to not use us because of the perceived hassle of dealing with problems, then it is possible no online vendor is right for you. We process thousands of animals a day at it is a very small percentage of these animals that have problems. When problems do arise, if you contact us and let us know, then the issues remedied very quickly. You cannot get around some problems in this industry or the hobby and a good company will be prepared to deal with common issues when they come up. Just keep that in mind. Take care.

Jacob D
11/23/2010, 10:07 PM
I was going through some old emails and came across one from BZ, then I decided to visit the forum here to see what's going on and came across this thread.

I was almost not going to post but not for this comment from BZ:
If you are extremely picky about exact sizes, please use the comments field on the order to place notes.


The nature of my problem was also the size of the fish. The email I came across was regarding a bellus angelfish. I purchased a male and a female, the female came in tiny - way - under size and smaller than any other fish in the order, some of which should have been smaller than her. It's ridiculous to list sizes on the website then label the customer "picky" when the fish isn't in the size range listed. If nothing else someone from BZ should be contacting the customer to confirm a size discrepancy before anything ships... it seems like this would save BZ and customers a lot of headache.

I do have to say that Mike has been on top of the customer service for me. I contacted him via email and he was always quick to get back to me. I never asked for a refund, but I did ask for free shipping on any follow up order I placed no matter the dollar amount and Mike agreed to it (I was planning to purchase another single female bellus... the right size). I ended up losing both of the originally purchased fish due to a power outage in my QT and never placed an order for the third. It wasn't BZ's fault that I lost those fish but I still got the short end of the stick due to whatever mistake led to me getting the tiny angelfish (I did pay for a larger size afterall...)

I have not ordered anything from BZ since then and never used my free shipping credit. I don't know that I would stay away forever. Nobody is perfect but the other vendor I'm using has given me zero grief... you guys at BZ have some stiff competition out there and when customers (plural) are being vocal about a similar problem, maybe it's something that you should tackle head on. I would feel better about future orders if you had a policy in place specifically regarding livestock size deviation.

nygiants72
11/29/2010, 12:15 AM
If people are so concern about the email issue, why not just call? They did provide the number and it seems like they respond faster when someone calls.

Shipping fishes is always stressful for them. Diseases are everywhere, thats why QTs are necessary.

SpareParts
12/05/2010, 04:44 PM
I orderered from them last week. Got a couple blue velvet nudibranchs, cowries, fish, etc. Everything arrived a-ok and is thriving. I asked them to change my shipping address to pick up at the local fedex office. I asked for this while my order was in the process of being picked, and the destination resultingly came out unclear to their shipping dock folks. I want to say these guys went out of their way to get ahold of me and confirm my desired shipping location. In fact, I was quite impressed at their attention to getting it right, I think they even had to drop it off at a fed ex ship point after their normal pickup.

Anyway, want to say these guys have definitely got their s%%% together. Unparalled customer service. They've got my business.

300fowlr
12/06/2010, 11:10 AM
Wow, I guess I've been lucky!

I have ordered from them on two occasions for a total of five fish and had absolutely no issues. Fish were in excellent health and as described in size.
Would order from them without hesitation.

Only other on-line experience wasnt good at all and wouldnt order from them again.


Rick

VacavilleFC3S
12/07/2010, 05:07 AM
everything but a plate coral has survived since my pretty large order with them.