Yourreef.com - Bad Experience

[cybermeez]

I recently took part in the MR group buy for yourreef.com. Oriole organized it and did a bang-up job, but I was very unhappy with yourreef.com. I ordered 2 frags (sunset monti and a morningstar monti) from the "collectors" portion of their site. These are the big money, premium frags and Both frags were dead within a day of arrival.

I contacted customer service twice and both times they did not even acknowledge my attempts to get in touch with them. In short I was totally ignored. That is no way to treat a customer.

I will never purchase from yourreef.com again and will urge others to avoid them as well.

 

[REEF MANIA]

Thanks for the heads up. Thats why I but from the vendors its worth paying a little more and they always do good by me.

 

[midtownman]

wow i brought from them too in the groupbuy all my stuff is doing good (knock on wood) but what you told me & emanuel not getting his stuff shipped & lazibones micro frag i'm never buying from them again either

 

[marki24]

I also made a purchase a while ago as a group buy but i dont remember from what website and most of my stuff came dead and it was a very hard time getting your money back but i did. I also ordered from Petsolutions and my sexy shrimps came dead and i took a picture of the dead merchandise and within days i was reimbursed. I highly recommend petsolutions.

 

[Your Reef]

Cybermeez: We answered both your e-mails but never heard back from you. perhaps your spam filter is blocking our e-mails. Please check.
We do offer an arrive alive guarantee and promply answer all e-mails we receive. Please check our feedback on Reefcentral.com for more info on our company.

Midtownman: Emannuels order was not placed with us. It was an accident by the organizer of your Group buy. Somehow when he copied and pasted the order emannuels order was cut off. Even though it was no fault of ours we paid the $50 shipping and sent the order the next day. I know of no other company that would pay for shipping twice, but we did.

Marki24: Your order was not with us.

 

[cybermeez]

Cybermeez: We answered both your e-mails but never heard back from you. perhaps your spam filter is blocking our e-mails. Please check.
We do offer an arrive alive guarantee and promply answer all e-mails we receive. Please check our feedback on Reefcentral.com for more info on our company.

I work in the IT industry...neither was caught in my spam filter. It is possible, though highly unlikely, that it was flagged as spam by Cablevision my ISP. Since apparently your e-mails can't get through for some reason, please PM me here at Manhattan Reefs me your responses to my e-mails and we'll go from there.

 

[Your Reef]

The original e-mail was sent Thu, 3 Apr 2008 19:47:23 -0700 (PDT)


Hi,
We are sorry to here about your corals. We did sell 10 frags of the sunset Monty within 3 day of yours. All were from our mother colony and all were fraged at the same time. We also took 6 frags off the Morning Star Monty. All of them survived as well. Sorry you had bad luck with the ones we sent you. We do have an arrive alive guarantee but do not generally guarantee corals two days later. It looks like the package arrived at 10am but most people in the group buy did not pick up there corals until 7pm or later. That's a lot of time out of the box and away from the heat pack for them to get cold. Anyway, we went ahead and extended the guarantee for the club as we understand it is difficult to coordinate group buys.
Also did you know that Emanuel's order was not included when the order was placed? Even though it was no fault of ours we sent out his corals the next day and paid the shipping fee.
We also covered the first shipping charge of about $100 and gave 20% off the whole order. We really went out of our way to make you guys a good deal. I don't think the nasty e-mail you sent was appropriate but I will still offer a small replacement frag of each on your next order.


http://www.yourreef.com/ArriveAliveGuarantee.html

 

[aaron23]

yourreef seems pretty top notch to me :splitspin

 

[Bikinisalt]

yourreef seems pretty top notch to me :splitspin

Same here...

 

[Deanos]

Misunderstandings such as these are a prime reason the admins & moderators are in the process of revising the "group buy" rules. Vendors may not be willing to deal with future buys from Manhattan Reefs (hurting us all) especially when our Site Rules clearly state:

Organizers are NOT PERMITTED to represent MR.

 

[Wes]

sounds like yourreef.com is a stand up business

 

[nyfireman3097]

I have always heard good things about them and in the summer will be ordering a nice group of things from them

 

[jhale]

Misunderstandings such as these are a prime reason the admins & moderators are in the process of revising the "group buy" rules. Vendors may not be willing to deal with future buys from Manhattan Reefs (hurting us all) especially when our Site Rules clearly state:

Organizers are NOT PERMITTED to represent MR.

Lets repeat this. MR members are not allowed to represent the club in group buys!

 

[cybermeez]

The original e-mail was sent Thu, 3 Apr 2008 19:47:23 -0700 (PDT)


Hi,
We are sorry to here about your corals. We did sell 10 frags of the sunset Monty within 3 day of yours. All were from our mother colony and all were fraged at the same time. We also took 6 frags off the Morning Star Monty. All of them survived as well. Sorry you had bad luck with the ones we sent you. We do have an arrive alive guarantee but do not generally guarantee corals two days later. It looks like the package arrived at 10am but most people in the group buy did not pick up there corals until 7pm or later. That's a lot of time out of the box and away from the heat pack for them to get cold. Anyway, we went ahead and extended the guarantee for the club as we understand it is difficult to coordinate group buys.
Also did you know that Emanuel's order was not included when the order was placed? Even though it was no fault of ours we sent out his corals the next day and paid the shipping fee.
We also covered the first shipping charge of about $100 and gave 20% off the whole order. We really went out of our way to make you guys a good deal. I don't think the nasty e-mail you sent was appropriate but I will still offer a small replacement frag of each on your next order.

I had prefered we'd done this via PM as requested in my post. But to set the record straight, this was my first e-mail to yourreef.com customer service sent 3/29/08 at 4:32pm:
Hi,

I participated in this weeks Manhattan reefs group buy. I ordered 2 frags, a Sunset Montipora and a Morningstar Montipora. I got my corals I had my corals within 45 minutes of FedEx delivering the package and followed your acclimation procedure. Both corals had been fragged just prior to shipping and appeared stressed at the time of delivery. This morning when I went to feet the fish I discovered that the Sunset had died and the Morning Star had lost about half its tissue and was clearly dying. I had done a water change 1 ? days prior to receiving the corals and all tank parameters are within normal ranges:

Salinity 1.026
pH: 8.2
Nitrate: 10
Ammonia: 0

I have other delicate Montiporas in the tank including a true undata, a Rainbow Montipora, a Montipora palawensis among others. This was my first experience buying corals through your site and I?m terribly disappointed.

This was my second e-mail sent to yourreef.com customer service six days later on 4/3/08 at 7:57pm:
Because I have not received a reply from you, I am attempting one last time in the hope of reaching a satisfactory resolution before posting my decidedly negative experience publicly in the Manhattan Reefs online forum. Both corals were dead within 36 hours despite following your acclimation procedure. I?m not new to the hobby, have purchased corals online from other vendors and never paid so much for two frags that would just go on to die within a day of receiving them. I await your response.

I believe my e-mails speak for themselves. Mods please feel free to close this thread.

 

[midtownman]

well ok i guess you do stand behind ur word i just didn't want any trouble with any future buys

 

[aaron23]

omgggggggggggggggggggg :sad2:

 

[rgun2515]

I bought in the same group buy and my frags are doing fine. Just luck of the draw I guess. Glad to see that the company is willing to work with it's patrons.

I also work in IT, and just a suggestion, always include your phone number when addressing important issues. Sometimes, the phone works better...

Good article on email reliability for EVERYONE to read...

http://www.informationweek.com/news/software/enterpriseapps/showArticle.jhtml;jsessionid=51VHEMPL5OV4EQSNDLOSKH0CJUNN2JVN?articleID=17300016&_requestid=193604

Hope all get's resolved.

 

[Chiefmcfuz]

Left VM.

Thread closed as requested by Cybermeez