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Inga 07-14-2010 04:39 PM

Extremely frustrated with online order
So I ordered some supplies for my fish tank. I ordered Flourish for my plants along with some root tabs, also for the plants. I also ordered a bag of Eco-Complete (for my new plants) Also, more fish food and 2 light bulbs (for plants) It was due to be delivered on the 10th. I watched the Fed Ex guy drive past my house, slow down then take off. I tracked it on-line and it said "Exemption, return to facility for inspection" Then it said it would be delivered on the 13th. Guess what? Same scenario, returned for inspection to facility. I called them and they of course had no idea why that would be but assured me it would be there on the 14th (today)

Well, it was here today alright, the bulbs broken, only 1 bottle of Flourish when I ordered 2, fish food soaking wet, Eco-Complete dripping water or something all over my hardwood floor, root tabs ruined and magnet falling out of cardboard packing because it was so wet. The only thing I could really save was the Mopani wood because I figured I am boiling it anyway so it should be alright.

I called Dr. Foster's and Smith and they were happy to take care of it for me. I am not mad at them at all, they have been fabulous with everything I ordered thus far. Fed Ex on the other hand... :evil::evil::evil:

I am expecting Angels plants to be here tomorrow and I was really hoping to have the aquarium prepped and ready with the Eco- Complete. Guess I will be adding it later. I was also hoping to have my Mopani wood boiled for a few days but guess that won't be happening either. I have it boiling right now, hopefully that will be enough so it doesn't get that white fuzz. Anyway, thanks for listening to my rant. (or reading it) Rant over.... I look forward to my new plants, I just can't wait to see how they look in my tank. At least I have the one bottle of Flourish so I can add some of that right away and give them a little jump start after their ride in a box. lol

tanker 07-14-2010 05:32 PM

How frustrating! Hopefully you'll get your replacement order soon and things can get back on track.

Inga 07-14-2010 05:42 PM

Oh Heaven's I certainly hope so. I want to say once again, that Dr. Foster's and Smith so far have been wonderful and I am not at all angry with them. I don't want to scare anyone away from ordering from them. In fact, if all goes well, I will order again at some point. Just need to let the wallet recover for awhile. lol

tanker 07-14-2010 05:58 PM

It sounds like the courier noticed that your package was damaged, took it back to the depot and they "ummed" and "aahed" over it before deciding to deliver it anyway rather than return it. It definitely sounds like their issue, not the store's.

Inga 07-14-2010 06:46 PM

I agree but they did open it because there is a Fed Ex bag around the Eco-complete. All of the cardboar/paper in the box was trashed including the container of food. Lucky thing I have enough here for the fish. I tend to stock up. I have no issue with them inspecting it but why would you need to do that twice in 3 days? Yikes! Also, in doing so, I think they took out one of my bottles of Flourish and broke the lights. Ugh! My plants have been begging me for more light. ha ha

iamntbatman 07-15-2010 04:00 AM

Sounds like FedEx left your box out in the rain! That's awful. It's good to hear that Drs. Foster and Smith are being cool about the situation though. Taking the fall for what's most likely FedEx's problem is going above and beyond!

Inga 07-15-2010 05:17 AM


Originally Posted by iamntbatman (Post 424056)
Sounds like FedEx left your box out in the rain! That's awful. It's good to hear that Drs. Foster and Smith are being cool about the situation though. Taking the fall for what's most likely FedEx's problem is going above and beyond!

I agree except for the leaving it out in the rain. The whole top of the box was completely dry. In fact when I first saw the box on my porch, I wouldn't have thought anything was wrong. Then when I opened it the disappointment began. Everything inside was soaked. The box itself was only wet on the bottom a little. There was a Fed Ex bag on the inside so it had been opened and possibly re-boxed. So yeah, maybe they left it out in the rain and then had to be "inspected" which was actually toss all the stuff into a new box and ship. Apparently they did it 2 times.

So ues, I recommend Dr. Foster's and Smith to anyone at this point. Good customer service goes a long way. Let's face it, I bought stuff FROM then and they were in charge of shipping. Whether it was Fed Ex's fault or not, Dr. Foster's and Smith owed me my order. They SHOULD take it up with Fed Ex. though. IMO

TexasTanker 07-15-2010 05:26 AM

They're replacing everything right?

Inga 07-15-2010 01:14 PM

No, not everything but the things that were damaged. I didn't care so much about the Mopani wood as I was going to boil it anyway so whatever it was that was on it should be off by the time I put it in the tank. They are going to replace the broken bulbs, the food, the root tabs and send a new bottle of flourish (that was missing altogether) and magnet. Oh, and of course the ripped soaked bag of Eco- complete.

Ashcan Bill 07-15-2010 02:18 PM

That's really a shame. I order most things on-line, and the only downside is the occasional problem with the shippers. In my opinion, FedEx is the worst.

Glad to hear Dr. Foster's and Smith is taking care of everything. Great vendor!

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