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Discussion Starter · #1 ·
Hi there everyone,
I recently made a purchase with Vivid Aquariums of a diamond goby, a foxface, a torch coral, 3 peppermint shrimp, and a three head duncan. It was shipped friday and was supposed to arrive saturday at 10:30 and I would pick it up from Fedex. Well.....that didn't happen I woke up on Saturday to find that my package ended up in New Mexico when Vivid is in California and I live an hour and a half away. I called Fedex where they tried to tell me there was plane delays. So I called Vivid and they said they would call Fedex and get back to me. I got a phone call about an hour later that someone elses return label got stuck to my order. They told Vivid that they would expedite the shipment and that it would get into Santa Barbara airport at 10:30 P.M. and be delivered by some 3rd party courier service no later than 1:30. I'm in my twenties so I thought "what the heck" 1:30 isn't terrible I will have the fish all settled in the tank by 2:15. So I stayed up binge watching How I met your mother and Daredevil. 1 a.m. rolled around and then 2 a.m and then 3 a.m. and finally at 3:45 a.m. I decided to go to sleep. I woke up at 7:45 and checked the porch, but to no avail there were no fish. I ate breakfast and at 8:15 a.m. Sunday morning the courier shows up and tried to say that Fedex can't make time estimates for their company. At that point I really didn't care I just wanted to see if any of the fish made it. The foxface and diamond goby looked very stressed and looked like they were about to kick the bucket so I acclimated the temp by floating and then dropped them in because I figured the water in their bag is more harmful than the difference in ph and salinity. The foxface died within an hour and the goby made it till the night before dying. The duncan opened pretty quick and the torch looked stressed. I think the torch took a hard bump on its flesh during shipping because the next morning it was basically mush. I called Vivid and let them know everything that happened and they were very apologetic. They took care of me and sent another shipment Wednesday the next week to make sure the duncan didn't die as well. I sterilized my quarantine setup on Monday and Tuesday and on Thursday I had the package delivered to my house and everything made it. I am appreciative of the service that Vivid Aquariums has provided and I will buy from them again.
 

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I bet the fish dealer wish they could control the shippers.
I know the customers wish they could.
 

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Ugh, that's terrible. Sorry for such a headache. And you stayed up practically all night! I'd be SO angry. It seems like I hear way more problems with overnight shipping with FedEx than UPS...
 

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120 reef 40g trigger emerald sump kessil ap700 light 6ish fish
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I'll just say this is not at all what I would like to hear after making my very first online fish purchase :p
 

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Seems like more of the problems lately are with the shipper than the online vendor. It does kind of suck for them that they are at the mercy of UPS or Fedex. I know they get their money back from the shipper, but what a hassle. I'm so glad to have a great LFS near me that will special order stuff for me.

Also always glad to hear when an online vendor provides great customer service.
 

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Discussion Starter · #6 ·
Yeah they are definitely at the will of the shipper. I know they reimbursed Vivid for the shipping being late, but I am not sure they cover the livestock that is lost. That's a bummer for these stores because the shipper is out of their control and the original vendor is the one that has to pay for the reimbursement of livestock.
 

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It is possible that they buy insurance.
If it was me I would have a contract with the shipper for their service and include reimbursement for lost livestock.
Seems like the shipper would do that for exclusive shipping with a large online store.
 
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