frydaddy
07/05/2006, 10:34 AM
I've been using you guys exclusively for all of my online pet supplies, including Liveaquaria and Etropicals. For almost three years my wife and I have been ordering pretty regularly. On sunday I placed an order for around $250 of supplies. I also saw one of your competitors that I had heard/read really good things about that had some things I needed at a lower price. So I decided to place an order with them also (this is my first non-dfs order).
After I had placed the orders with both companies, I realized I forget a plumbing piece that I needed (which cost $1.69). I immediately called you monday morning to see if I could add that to the order. I was told you can not change an order in anyway once it is finalized. I figured that was probably going to be the case but I figured I'd try anyway.
Your competitor called and emailed me on monday to let me know that one of my items was not in stock (something DFS or LA has never done until the order shipped and then you were left guessing what wasn't coming). They wanted to know if I wanted to substitute another similar item, back-order it, or remove that part of the order or make any changes. So I had them substitute another item.
So here's why I'm disappointed. You guys can't (or won't) make any changes to orders once they're finalized, but it looks like your competitor's can. Is this a limitation of your ordering system? Or a policy? On top of that, this competitor provides as good or better customer service then you do. So while you will still be my primary for dog supplies, I think I'm switching my aquatic purchases to another company.
After I had placed the orders with both companies, I realized I forget a plumbing piece that I needed (which cost $1.69). I immediately called you monday morning to see if I could add that to the order. I was told you can not change an order in anyway once it is finalized. I figured that was probably going to be the case but I figured I'd try anyway.
Your competitor called and emailed me on monday to let me know that one of my items was not in stock (something DFS or LA has never done until the order shipped and then you were left guessing what wasn't coming). They wanted to know if I wanted to substitute another similar item, back-order it, or remove that part of the order or make any changes. So I had them substitute another item.
So here's why I'm disappointed. You guys can't (or won't) make any changes to orders once they're finalized, but it looks like your competitor's can. Is this a limitation of your ordering system? Or a policy? On top of that, this competitor provides as good or better customer service then you do. So while you will still be my primary for dog supplies, I think I'm switching my aquatic purchases to another company.