I am very pleased and satisfied with the purchase of fresh water aquarium plants. They could not be more healthier and the perfect size as advertised. They are a perfect match with my decor and exceeded my expectation on quality. Best plants I ever purchased in 30 years experience as an aquarist. Good Job!
I just ordered 3 cases of cat food from this Drs Foster and Smith. I have no issue with their ordering or delivery process which are organized and efficient. ,However I was horrified by their packaging methods. The cases were in a box full of Styrofoam peanuts ...some of them had literally disintegrated into a fine particulate dust that flew into the air and settled down everywhere in my garage, making it look like it had snowed inside. I had to bring the cases outside in the cold and spent 40 minutes having to dust each and every can off, trying to not breathe in the particles flying around. Even if I were not concerned by the health consequences for myself and my kitties of breathing/ingesting these particles, the mess alone of trying to clean it up was a real turn off. Haven't they heard of eco-friendly packaging??? Just some bunched up newspapers would have been good in this case.to protect the cans. I do not plan to repeat the experience; it is a shame because their prices and service are otherwise good and my cats like their food.
Review: I purchased one product from this company one month ago. Since then, I have been receiving their spam email daily. I've tried to unsubscribe by using the link on their website. I phoned them as well, and talked with a person who agreed to remove me from their mailing lists. Nothing seems to work.Desired Settlement: I want this business to remove me from all of their mailing lists.
Business
Response:
We sincerely apologize for our customers frustration. We have requested the email noted on this complaint be removed from the marketing emails and ask that the customer make sure they removed themselves from any online email alerts. Please allow 2 business days for this to be fully removed from the system.If any further concerns come up we ask that the customer contact us at ###-###-####. Mon-Sun 7am-10pm CST Sincerely,Drs. Foster & Smith
Review: As my order was first place I began to have issues. Drs. Foster & Smith's brand food has ingredients that make my ferrets sick. I've had to bring them to the vet. Also I've bought the ferret nation cage when received it was broke on a entire panel instead of easily sending me the cage, I had to wait another 10 days after buying my ferrets for this one part (as my ferrets slept in a blanket on my floor). They have product recommendations such as a cat carrier says for 16 lb. cat. My 14 lb. cat would never fit in it. They fail to get me return labels when I need them and they say they have sent them. I'm never contacted or provided with supervisor or manager when asked for them.Desired Settlement: I would love an explanation of why I'm never offered anything in compensation to all these issues I have. Also want explanation for the reason on such terrible customer service they all have attitudes.
Review: I have unsubscribed to the Liveaquaria.com emails SEVEN times, yet I continue to get them. I did not request these emails/spam in the first place, only had ordered some products off of Foster & Smith. I have asked politely, demanded, and have stated in the request to unsubscribe that I would be filing a complaint for the next email I received. I WANT THESE TO STOP IMMEDIATELY!!!!!Desired Settlement: Remove my email address and stop sending me spam emails
Business
Response:
We sincerely apologize for the inconvenience this has caused our customer. We have reviewed this customer file and flagged the account associated with the email noted on the complaint. We also contacted our marketing dept to stop sending promotional emails in general, so they aren't on any additional marketing lists. Our customer shouldn't receive any further emails as of Friday this week. (4/15/16) If our customer has an additional email that is receiving emails, we would ask they supply that email information to us to remove from marketing lists also.Please feel free to contact us at ###-###-#### with additional questions. Sincerely,Drs. Foster and Smith
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Review: On three occasions over the past month, I received spam email solicitations from this company. On each occasion, I clicked on the "Unsubscribe" button on their email, was routed through their website, and formally unsubscribed from future spamed solicitations which I never signed up for. On each occasion, their website said it had confirmed I was unsubscribed.
Today, I received yet a fourth piece of spam email to the same email address in violation of the law.Desired Settlement: I want to be fully unsubscribed from their email/spam list for all future correspondence.
Review: [redacted]I am not sure which category best describes my issues (several) with Drs. Foster & Smith. My first course of action was to work with this company in finding a mutually acceptable resolution to my problem, but, due to their response feel I am no value as a customer due to their lack of communication and lack of any intention to correct this problem at all.
[redacted]I now find it necessary to file a complaint against this company for missing and defective product to protect my interest and money hard earned -- as well -- to let it be known the inferior/improper service I received.
[redacted]I am submitting documentation to support my claim against this company regarding the advertised product I purchased and the poor service received from their customer service rep(s). My last email was completely ignored ... maybe the rep who received it was having a bad day (we all have them) and didn't want to deal with it, therefore letting me know that my relationship with Drs. Foster & Smith is not important and I am of no value as a customer.
[redacted]This upset me the most as the company -- Drs. Foster & Smith has been a part of our family since I can remember when I was about [redacted]. My parents use to [redacted] and mail ordered vaccine shots and supplements. I remember collecting the K-Zyme buckets to play with. My parents have a trust relationship with this company. This was my first order with them and chose to purchase as a guest on their website instead of registering as a client as I personally don't have that trust and confidence built with them. Did they classify me as someone just PASSING through because I didn't register for an account?
[redacted]I will do my best to describe my complaint in a chronological order of events.
[redacted]February 2013 -- I purchased Live Rock from a LFS for a new aquarium that would cure over the next few months while I determined my final setup.
[redacted]April 2013 -- I ordered a custom starfire 58g aquarium along with an UNfinished stand from another company to be delivered June 3rd. It was delivered June 1st.
[redacted]May 22, 2013 -- I purchased an EcoSystem Pro60 HOB Filter System for a total of $297.98, order number N16719558 that was delivered on May 28th.
[redacted]This item was in their CLEARANCE category. I interpret a clearance as an item that a company is no longer going to carry/stock. I do not and did not assume that clearance would or may indicate the item is defective, open box (return), missing parts, demo, etc. unless such is disclosed. I did assume and expect this item to be new, as described, as advertised.
[redacted]May 30, 2013 -- I unpacked the contents and compared/checked off included items to what was in the listed components ... Filter Box, CHECK; Miracle Mud, CHECK; PC Light, CHECK; Protein Skimmer, CHECK; L-Brackets, CHECK; Plastic Screws, CHECK; Bioballs, CHECK; Pump, CHECK; Air Lines, CHECK; Filter Pad, MISSING. There was no manual included to double check this, so I downloaded the manual off the internet. I immediately sent an email to Customer Service that the Filter Pad was missing. I sent the following email: "Greetings, This HOB Pro 60 did NOT include a FILTER PAD that is suppose to go into chamber 4. The shipping box (retail box) had a sticker on it stating INSPECTED. I opened the box and everything in there was all secured and wrapped in cello. Everything stated as included components was in the box except the FILTER PAD. This is suppose to be complete. Please advise! [redacted]" I put everything back in the box, until I was ready to put into use.
[redacted]May 30, 2013 -- Within a couple of hours, I received the following response from Customer Service: "Dear [redacted], Thank you for choosing Drs. Foster & Smith. We have contacted the manufacturer on the part needed for the ProSeries 60 filter. This part will be sent directly to your address we have on file, and will arrive within 10 business days. If we can be of additional assistance, please contact our Internet Customer Service Department at ###-###-####, via email or on our Live Help link. Live Help is available 8:00 a.m. to 8:00 p.m. CST seven days a week. Sincerely, Customer Support Drs. Foster & Smith cmc"
[redacted]I accepted, with no reply.
[redacted]May 31, 2013 -- I received the following SECOND reply from Customer Service: "Dear [redacted], Thank you for your inquiry to Drs. Foster and Smith. We were able to contact the
manufacturer to find out where the sponge is for your ProSeries up to 60 gal item 32876. The manufacturer stated they no longer place the sponge in the item. They now have a screen instead of the sponge. This allows the unit to function better so that it does not clog easily. If we can be of additional assistance, please contact our Internet Customer Service Department at ###-###-####, via email or on our Live Help link. Live Help is available 8:00 a.m. to 8:00 p.m. CST seven days a week. Sincerely, Customer Support Drs. Foster & Smith lrb"
[redacted]I had no choice but to accept. This SCREEN was never sent and I never pursued that issue any further. I was not happy about Customer Service never sending the screen, and already this purchase had been a slight hassle to have to even address what was suppose to be included. This was minor and already not worth any more of my time.
[redacted]June 22, 2013 -- Aquarium stand is finished and moved into my house. Neighbors helped me get the tank in place. Next day: I setup this EcoSystem HOB Pro60 Filter and began the cycle process WITHOUT the light on (as per instructions) or even attached at this point. It is still in the box.
[redacted]July 19, 2013 -- My parameters are good and I attached the included light fixture to the divider wall between chambers 4 and 5. The light was suppose to attach to the bracket above chamber 3, BUT -- the footing on the light is 1/4 inch opening (ID), and the bracket on the filter is 3/8 inch thick (OD). As an example: You cannot put a 3/8 inch bolt into a 1/4 inch hole. With this light, even if it would have attached to the bracket on the filter it would only cover 4 inches of the 22 inches of chamber 3. This little light has a little extension bracket, so placement did put the 4 inches above chamber 3. The reflector curves toward the arm (back toward chamber 5), so the light does not extend any further than the 4 inches.
[redacted]At this point, I should have thought something was not right. Ignorance is no excuse.
[redacted]I placed my plant/algae directly under the light.
[redacted]August 22, 2013 -- the light stops working. I spend the next few days going to different hardware stores to find a replacement bulb. I can't find it anywhere. I spend hours searching online and contacting various light bulb supply companies. I did find this exact replacement bulb ... it is only available through [redacted] at a miniumum order of 10,000 pieces (bulbs). The various companies I called in my search also told me they had never seen such a bulb.
[redacted]August 26, 2013 @ 6:09am -- I sent the following email to Drs. Foster & Smith customer service using the reply from message back in May: "This item seems PIECED together with various parts from many different manufacturers. The compact light is already out with less than 2 months use and I cannot find it anywhere online other than [redacted] at a minimum order of 10,000 pieces. Where can I get the replacement lamp and under what part number since this is all in Chinese. I've searched all identifying marks and I come up empty. There is a STICKER .... JC554-10000K that is next to a VIVARIA logo English on top of box is COMPACT LIGHT LUMINO DX Bottom of box has the following on 2 different lines: 10000K-3U A-1824 260x90x135 24w PLEASE HELP! Regards, [redacted]"
[redacted]I chose not to get into any dispute at this time until I get more information, regarding the first sentence in the email about the purchase being PIECED together. At this time, all I wanted was a replacement bulb to get this back up and running. WHILE waiting for a response, I did find more information and BEFORE getting a response, I also sent the following email (same day @ 11:45am): "I sent the message below earlier today. I've spent the morning searching for a replacement lamp and now I am back to the original ad. This little 4 inch 3U light isn't even what was SHOWN with the light. The manufacturer included a cheap chinese replacement fixture with original setup purchase. It isn't right to spend this much money and not be able to replace the bulb. Now it looks like I need to purchase an entire new light fixture. I've also searched your own site ... and find ONE fixture at 10000K to FIT this .... CD-078703 and different bulbs ... CD-15494 that I don't even know if they are right, since different. Please advise!"
[redacted]August 26, 2013 @ 12:34pm -- I receive the following response from Drs Foster & Smith customer service: "Dear [redacted], Thank you for your email. We sincerely apologize for any inconvenience this may have caused you. Item 32876, the Pro Series 60 has been discontinued and is no longer available. You may contact the manufacturer at [redacted], ###-###-#### for further assistance. If we can be of additional assistance, please contact our Internet Customer Service Department at ###-###-####, via email or on our Live Help link. Live Help is available 8:00 a.m. to 8:00 p.m. CST seven days a week. Sincerely, Customer Support Drs. Foster & Smith pxp"
[redacted]Drs Foster & Smith did not acknowledge/reply to my second message to let them know that this light is NOT what was suppose to be included, NOT as advertised.
[redacted]In my search and inquiries trying to find the BULB -- One company replied by email: "Dear Mr. [redacted], Thank you for your product inquiry regarding. To the best of my knowledge, no one makes CFL's at 10,000 kelvin. The brightest is 6400K. In addition, a minimum order quantity (MOQ) is required = 5000. I can handle an order of CFL's at 24W 6400K. However, payment would have to be a wire bank transfer 100% TT, or company check. It would take 6 - 9 weeks for delivery. If you have actually seen CFL's at 24W 10000K, let me know and I will continue asking our factories. In either case, this is a special order and different price, terms and conditions would apply. If you decide to continue, please contact me. Respectfully, [redacted] Customer Service Solarpowergetics ###-###-####"
[redacted]THEY/ Drs. Foster & Smith got my money in good faith. THEY/are responsible to me.
[redacted]At time of purchase, there was a Bill Me Later option that I thought was great to establish more credit. I have perfect credit, but due to my age, I lack credit (number of accounts, length of history, so my credit score is only GOOD. I used Bill Me Later on 05/22/2013 and PAID IN FULL on 06/06/2013. Again, this was to build my credit score. I would have passed had I known I would be forfeiting my rights to dispute, but I didn't expect any issues. It never entered my mind that there would be any problem.
[redacted]August 27, 2013 -- I realize Drs. Foster & Smith have chosen the unprofessional method of ignoring me in hopes that I will go away. I've given them enough time to respond. I contact Bill Me Later to obtain information to proceed with a chargeback against Drs. Foster & Smith. I was not expecting that any dispute had to be submitted within 30 days. What I thought was a good thing in establishing more credit was the worst possible method to pay them. Had I used my bank account OR a credit card, that window is open for 90 days, not 30. I have mixed feelings on the way I've been treated. Did customer service blow me off because they knew I couldn't file a chargeback? This was inappropriate action.
[redacted]CUSTOMER SERVICE FAILED TO PROVIDE ASSISTANCE -- It is POOR customer service to suggest I keep trying to chase down what isn't there instead of assisting me. CUSTOMER SERVICE provided INFERIOR service. NOT what I would expect from a company my parents swear by to be the best. NOT what a customer would expect from a company with only 30 complaints in 3 years, which is amazing -- extremely low dissatisfaction rate. Why am I treated different! (???) I am extremely unhappy with the way this was handled. I want this resolved.
[redacted]PRODUCT ISSUE -- The product I purchased was DEFECTIVE as stated above. This has resulted in additional damages. I've lost my algae. My vegetation had to be removed, due to wilting and getting slimy (dying).
[redacted]My mother is sending me her 18 inch Innovative Marine SkkyeLight SingleStrip 14000K LED Light that will fit this. This is a loaner till I get this resolved. Not even sure it will suffice as it is not the same kelvins. 14000K and 10000K may do the same job needed on this filter application. That light as well, if it works is $90 on the Drs. Foster & Smith site.
[redacted]DECEPTIVE ADVERTISING ISSUE -- Their advertisement MISREPRESENTED this product. The light included is NOT what was advertised either by type or image. If I am provided a link to upload images and documents for this dispute with Drs. Foster & Smith through the Revdex.com.org, I will be able to visually PROVE this case.
[redacted]On Monday, I would have accepted a replacement bulb ... not knowing at the time that I did not get what was advertised. Now that I have checked into it further, they need to complete my order with the light advertised and shown. It's what I paid for.
[redacted]I don't know if this is actually a PIECED together unit or a returned item. It could have been pieced together from the manufacturer and being discontinued they used whatever items they had on hand to complete the unit and that is how they packed it for resale (???) ... It could have been returned to Drs. Foster & Smith from another customer due to bad light fixture and then Drs. Foster & Smith completed the product with an aftermarket light they had on hand (???). I don't know where with SWITCH took place. In hindsight, and stated in my first email to them, all components were CELLO wrapped together. At the time, I thought it a neat idea to keep anything from moving around. NOW, I find it odd and wonder why anyone would contain products together in CELLO wrap, vs. internal boxing/packaging. (???) I only know that I paid Drs. Foster & Smith and did not get what I paid for.Desired Settlement: I want the light advertised, which appears to be [redacted] which sits on the pre-made light brackets and covers the entire refugium area of the filter and is made specifically for this application. I don't find it on the Drs. Foster & Smith site, but it is available from another vendor and retails for $84.95 for the Model#[redacted]. I don't believe it is the larger model, but may be. It is definitely not the smaller model . Drs. Foster & Smith also have a light specific to refugiums: The Coralife Mini Aqualight T-5 Dual Lamp Fixture, but it is 11 inches and does not state the extension arms along with poor reviews on life of fixture, so I probably shouldn't even mention it. I mention the options I find if they are not able to provide the advertised fixture. The light brackets on this filter are 15 3/4 inches apart (outer). If they cannot provide the advertised light or a light equal to the specs and application, then I want the money refunded so I can purchase the light elsewhere. I should not have to spend $85-$90 to get product (light fixture) I should have received in the first place along with additional monies to find a screen/filterpad that was never sent and shipping. Please replace with correct fixture or refund.
Business
Response:
We sincerely apologize for the inconvenience this has caused our customer. We have contacted the manufacturer directly regarding the concern with item# 32876 (Pro Series 60)and they will be sending the customer a new light fixture and the screen noted in the complaint.
We hope this resolves the customer concerns. They can contact us directly at ###-###-#### with any questions.
Sincerely,
Drs. Foster & Smith
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate Drs. Foster & Smith decision to make
right on this situation as it is their company who is responsible to me. This was not a warranty issue and if it had been then of course I would be expected to contact the manufacturer. Drs. Foster & Smith sold me the system as stated in complaint and shown in images (I've several more images if needed.) -- shown on unit, it is not what I received. The system was advertised as shown with a full length light fixture and sponge. The FOUR inch clamp light (image attached), that I received with the unit, is defective & insufficient, made in China, but retail box stated MADE IN THE U.S.A. The point of my complaint stands that I did not receive what I paid for and that is unacceptable. I am grateful that Doctors Foster and Smith have chosen to do the right thing and maybe they will improve their customer service as well as it is also the right thing to do. To prevent deceptive advertising, and the safety of their customers, they should also quality control check products they sell for other companies and make sure what they think they are selling is actually true.
Drs Foster and Smith - Live Aqua
This company sell saltwater fish. Twice in two weeks I have ordered fish with their customer service rep. Twice after paying for the fish that I wanted - I was told that they did not have the fish. My last order was placed on the phone with one of their sales reps. Why are they selling fish that are not in stock. Do they not keep up with their inventory via a DATA BASE? I have been a customer with Foster and Smith and Live Aqua for over 20 years. I will never order anything from them again. I raise Maine Cn Cats and always recommended this company for pet products to my kitten buyers. Never again after my last two months experience. My advise is keep up with your fish inventory with a data base. TERRIBLE SERVICE!
I purchased two nylon collars with a metal clasp for my dogs. The product was generally good quality but I discovered the metal clasps got very warm and retained the heat. I attempted to post a review of this item describing this problem. However, I received an email stating my review was rejected and would not be posted. Customer service could not give me an explanation as to the refusal to post my review.
I have used Drs. Foster and Smith since 2008. [redacted]. As of Spring 2015 I have placed 3 orders which I receive part and then have to call to find out where the rest of my order has gone. Then I found out that Petco acquired the company. This company used to be prompt and have courteous customer service agents. NOT anymore. I am waiting for a dog bed to come in. (For 3 weeks) I informed them through a Supervisor that I will no longer be ordering through them. [redacted]!
Terrible customer service. Emailed customer service three times on three consecutive days with no response to receiving bad livestock and very inaccurate discriptions of size and quality. Guarantee must apply to select individuals.
I have been a customer of Drs. Foster & Smith for years and years. Right now I have 5 dogs and a cat (I used to have a dog shelter) and have purchased over and over from them. I especially like their pharmacy and how they make it so convenient to order your medications. It is an EXTREMELY handy and friendly way of ordering. I can order online 24/7 and shipment is prompt. If I run out of medication, I order overnight delivery. I appreciate their email services of reminders and sale items. A couple times I had a delivery issue (not their fault, but the carrier's fault) and Fosters & Smith reshipped an additional item for free, and told me to keep the first item. As far as I am concerned there is no better company to do pet business with than Drs. Fosters & Smith.
Buyer beware, Most of the dog treats are made in China. There are many other companies that only sell made in America products. While they may have some good products, they will not get any of my business.
IF THEY CAN PROCESS AN ORDER NEXT DAY, BUT 2 TO 3 WEEKS TO PROCESS A RETURN AND EXCHANGES, THEY MUST HAVE A LOT DISSATISFY CUSTOMERS. WHICH I HOPE TO BE ON THE TOP OF THE LIST
Review: Company claims they could not process a purchase made online through their web portal. They took my credit card information and billing address, and have in fact charged my account, but have not made delivery of the item purchased.
They claim my address information did not match, and therefore, the charge could not go through. My [redacted] bank statement tells a different story and the charge remains.
Reference order #[redacted]Desired Settlement: I want my bank account credited for the charge and a review of their deceptive and mis-leading claims on their website about making online purchases.
Business
Response:
We sincerely apologize for the inconvenience this has caused our customer. We have reviewed the customer file and see that we needed to verify the customer's credit card information, due to a flag that caught the order in our system. The customer placed this order# [redacted] on 6/21/15 and the order was flagged and the customer was emailed to contact us for verification. The customer was then contacted via phone and a message was left on 6/22/15 to verify this information in order to allow this shipment. The customer called us back on 6/22/15 stating they would not verify the credit card information for us. For security purposes we were unable to ship the order without verification. The customer was informed we would need to cancel the order. We apologize that we were unable to verify this information in order to ship the order. We would be happy to assist the customer with placing an order and taking the credit card information directly from them. The customer was never charged for the order, it was only authorized. Once the order is cancelled the information is transmitted to the bank in order for them to drop the authorization. We again hope the customer can understand that we have these checks in place for the security of our customers and if the information was verified we would have been happy to ship the order out.If the customer would like to speak with us in regards to this, we would be happy to do so. Please contact us at ###-###-####.Sincerely,Drs. Foster and Smith
"All items In-Stock and ready for delivery unless otherwise noted"
This is not true.
I waited for 4 days for shipping.
Their excuse is inventory not updated.
Also one of customer service lady said
"Our company is drop ship company"
I don't get it.
How drop ship company has all items in stock?
Business
Response:
We sincerely apologize for the inconvenience this has caused our customer. We will make sure to provide better communication with our customers when items are delayed in shipment. I also apologize for the misinformation about our company being a drop-ship company as we are a retail company.
I hope this resolves the customers concerns. They can contact us at ###-###-#### with any additional questions.
Review: I returned Advantage II by Postage Service Tracking. When I called on 7/29 was told they received it on 7/20 but the return would take 3 to 4 weeks to process and they would have to mail me a check. Their return form clearly states they will reimburse my original method of payment which was my credit card.
When I made my purchase it took them no time to debit my credit card but now that they have received their unopened product back it is going to take them a month to reimburse me and they are going to do it by snail mail!
This is outrageous especially when they guarantee a money-back which this seems to be a failure to honorDesired Settlement: Refund my credit card immediately and now since they have held onto my purchase for so long to reimburse me for my shipping costs of $6.45
Business
Response:
The return has been processed and a refund check of $51.94 was sent on 8/5/13. Due to a system processing change, we were unfortunately unable to credit the customer's original method of payment for the returned merchandise amount. Additionally, we have issued a credit on file for a total of $16.45, which includes the return shipping cost of $6.45 and $10.00 for the inconvenience we have caused.
Review: LiveAquaria.com sends spam emails to my inbox serveral times a day. I have emailed customer service twice and unsubscribe numerous times. It's at the point where I feel this is harassment. After each email I was told this matter would be resolved to no avail.Desired Settlement: I wish for the spam to stop immediately.
Business
Response:
We sincerely apologize for the frustration regarding this matter. We do show our customer is removed from the emails via the customer file. We have escalated a request to have the customer remove from any further marketing email lists via our IT & Marketing departments. It will only be for the email that we show on this complaint. If our customer has any further questions or concerns they should feel free to contact us at ###-###-####.Sincerely, Customer Service Management
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I am somewhat leery that the matter has truly been resolved. I continued to receive spam email from this business up until 10/24/15. I have not receive any this week but time will tell. Thanks for your help in this matter
I am very pleased and satisfied with the purchase of fresh water aquarium plants. They could not be more healthier and the perfect size as advertised. They are a perfect match with my decor and exceeded my expectation on quality. Best plants I ever purchased in 30 years experience as an aquarist. Good Job!
I just ordered 3 cases of cat food from this Drs Foster and Smith. I have no issue with their ordering or delivery process which are organized and efficient. ,However I was horrified by their packaging methods. The cases were in a box full of Styrofoam peanuts ...some of them had literally disintegrated into a fine particulate dust that flew into the air and settled down everywhere in my garage, making it look like it had snowed inside. I had to bring the cases outside in the cold and spent 40 minutes having to dust each and every can off, trying to not breathe in the particles flying around. Even if I were not concerned by the health consequences for myself and my kitties of breathing/ingesting these particles, the mess alone of trying to clean it up was a real turn off. Haven't they heard of eco-friendly packaging??? Just some bunched up newspapers would have been good in this case.to protect the cans. I do not plan to repeat the experience; it is a shame because their prices and service are otherwise good and my cats like their food.
Review: I purchased one product from this company one month ago. Since then, I have been receiving their spam email daily. I've tried to unsubscribe by using the link on their website. I phoned them as well, and talked with a person who agreed to remove me from their mailing lists. Nothing seems to work.Desired Settlement: I want this business to remove me from all of their mailing lists.
Business
Response:
We sincerely apologize for our customers frustration. We have requested the email noted on this complaint be removed from the marketing emails and ask that the customer make sure they removed themselves from any online email alerts. Please allow 2 business days for this to be fully removed from the system.If any further concerns come up we ask that the customer contact us at ###-###-####. Mon-Sun 7am-10pm CST Sincerely,Drs. Foster & Smith
Review: As my order was first place I began to have issues. Drs. Foster & Smith's brand food has ingredients that make my ferrets sick. I've had to bring them to the vet. Also I've bought the ferret nation cage when received it was broke on a entire panel instead of easily sending me the cage, I had to wait another 10 days after buying my ferrets for this one part (as my ferrets slept in a blanket on my floor). They have product recommendations such as a cat carrier says for 16 lb. cat. My 14 lb. cat would never fit in it. They fail to get me return labels when I need them and they say they have sent them. I'm never contacted or provided with supervisor or manager when asked for them.Desired Settlement: I would love an explanation of why I'm never offered anything in compensation to all these issues I have. Also want explanation for the reason on such terrible customer service they all have attitudes.
Business
Response:
Review: I have unsubscribed to the Liveaquaria.com emails SEVEN times, yet I continue to get them. I did not request these emails/spam in the first place, only had ordered some products off of Foster & Smith. I have asked politely, demanded, and have stated in the request to unsubscribe that I would be filing a complaint for the next email I received. I WANT THESE TO STOP IMMEDIATELY!!!!!Desired Settlement: Remove my email address and stop sending me spam emails
Business
Response:
We sincerely apologize for the inconvenience this has caused our customer. We have reviewed this customer file and flagged the account associated with the email noted on the complaint. We also contacted our marketing dept to stop sending promotional emails in general, so they aren't on any additional marketing lists. Our customer shouldn't receive any further emails as of Friday this week. (4/15/16) If our customer has an additional email that is receiving emails, we would ask they supply that email information to us to remove from marketing lists also.Please feel free to contact us at ###-###-#### with additional questions. Sincerely,Drs. Foster and Smith
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
Review: On three occasions over the past month, I received spam email solicitations from this company. On each occasion, I clicked on the "Unsubscribe" button on their email, was routed through their website, and formally unsubscribed from future spamed solicitations which I never signed up for. On each occasion, their website said it had confirmed I was unsubscribed.
Today, I received yet a fourth piece of spam email to the same email address in violation of the law.Desired Settlement: I want to be fully unsubscribed from their email/spam list for all future correspondence.
Business
Response:
Review: [redacted]I am not sure which category best describes my issues (several) with Drs. Foster & Smith. My first course of action was to work with this company in finding a mutually acceptable resolution to my problem, but, due to their response feel I am no value as a customer due to their lack of communication and lack of any intention to correct this problem at all.
[redacted]I now find it necessary to file a complaint against this company for missing and defective product to protect my interest and money hard earned -- as well -- to let it be known the inferior/improper service I received.
[redacted]I am submitting documentation to support my claim against this company regarding the advertised product I purchased and the poor service received from their customer service rep(s). My last email was completely ignored ... maybe the rep who received it was having a bad day (we all have them) and didn't want to deal with it, therefore letting me know that my relationship with Drs. Foster & Smith is not important and I am of no value as a customer.
[redacted]This upset me the most as the company -- Drs. Foster & Smith has been a part of our family since I can remember when I was about [redacted]. My parents use to [redacted] and mail ordered vaccine shots and supplements. I remember collecting the K-Zyme buckets to play with. My parents have a trust relationship with this company. This was my first order with them and chose to purchase as a guest on their website instead of registering as a client as I personally don't have that trust and confidence built with them. Did they classify me as someone just PASSING through because I didn't register for an account?
[redacted]I will do my best to describe my complaint in a chronological order of events.
[redacted]February 2013 -- I purchased Live Rock from a LFS for a new aquarium that would cure over the next few months while I determined my final setup.
[redacted]April 2013 -- I ordered a custom starfire 58g aquarium along with an UNfinished stand from another company to be delivered June 3rd. It was delivered June 1st.
[redacted]May 22, 2013 -- I purchased an EcoSystem Pro60 HOB Filter System for a total of $297.98, order number N16719558 that was delivered on May 28th.
[redacted]This item was in their CLEARANCE category. I interpret a clearance as an item that a company is no longer going to carry/stock. I do not and did not assume that clearance would or may indicate the item is defective, open box (return), missing parts, demo, etc. unless such is disclosed. I did assume and expect this item to be new, as described, as advertised.
[redacted]May 30, 2013 -- I unpacked the contents and compared/checked off included items to what was in the listed components ... Filter Box, CHECK; Miracle Mud, CHECK; PC Light, CHECK; Protein Skimmer, CHECK; L-Brackets, CHECK; Plastic Screws, CHECK; Bioballs, CHECK; Pump, CHECK; Air Lines, CHECK; Filter Pad, MISSING. There was no manual included to double check this, so I downloaded the manual off the internet. I immediately sent an email to Customer Service that the Filter Pad was missing. I sent the following email: "Greetings, This HOB Pro 60 did NOT include a FILTER PAD that is suppose to go into chamber 4. The shipping box (retail box) had a sticker on it stating INSPECTED. I opened the box and everything in there was all secured and wrapped in cello. Everything stated as included components was in the box except the FILTER PAD. This is suppose to be complete. Please advise! [redacted]" I put everything back in the box, until I was ready to put into use.
[redacted]May 30, 2013 -- Within a couple of hours, I received the following response from Customer Service: "Dear [redacted], Thank you for choosing Drs. Foster & Smith. We have contacted the manufacturer on the part needed for the ProSeries 60 filter. This part will be sent directly to your address we have on file, and will arrive within 10 business days. If we can be of additional assistance, please contact our Internet Customer Service Department at ###-###-####, via email or on our Live Help link. Live Help is available 8:00 a.m. to 8:00 p.m. CST seven days a week. Sincerely, Customer Support Drs. Foster & Smith cmc"
[redacted]I accepted, with no reply.
[redacted]May 31, 2013 -- I received the following SECOND reply from Customer Service: "Dear [redacted], Thank you for your inquiry to Drs. Foster and Smith. We were able to contact the
manufacturer to find out where the sponge is for your ProSeries up to 60 gal item 32876. The manufacturer stated they no longer place the sponge in the item. They now have a screen instead of the sponge. This allows the unit to function better so that it does not clog easily. If we can be of additional assistance, please contact our Internet Customer Service Department at ###-###-####, via email or on our Live Help link. Live Help is available 8:00 a.m. to 8:00 p.m. CST seven days a week. Sincerely, Customer Support Drs. Foster & Smith lrb"
[redacted]I had no choice but to accept. This SCREEN was never sent and I never pursued that issue any further. I was not happy about Customer Service never sending the screen, and already this purchase had been a slight hassle to have to even address what was suppose to be included. This was minor and already not worth any more of my time.
[redacted]June 22, 2013 -- Aquarium stand is finished and moved into my house. Neighbors helped me get the tank in place. Next day: I setup this EcoSystem HOB Pro60 Filter and began the cycle process WITHOUT the light on (as per instructions) or even attached at this point. It is still in the box.
[redacted]July 19, 2013 -- My parameters are good and I attached the included light fixture to the divider wall between chambers 4 and 5. The light was suppose to attach to the bracket above chamber 3, BUT -- the footing on the light is 1/4 inch opening (ID), and the bracket on the filter is 3/8 inch thick (OD). As an example: You cannot put a 3/8 inch bolt into a 1/4 inch hole. With this light, even if it would have attached to the bracket on the filter it would only cover 4 inches of the 22 inches of chamber 3. This little light has a little extension bracket, so placement did put the 4 inches above chamber 3. The reflector curves toward the arm (back toward chamber 5), so the light does not extend any further than the 4 inches.
[redacted]At this point, I should have thought something was not right. Ignorance is no excuse.
[redacted]I placed my plant/algae directly under the light.
[redacted]August 22, 2013 -- the light stops working. I spend the next few days going to different hardware stores to find a replacement bulb. I can't find it anywhere. I spend hours searching online and contacting various light bulb supply companies. I did find this exact replacement bulb ... it is only available through [redacted] at a miniumum order of 10,000 pieces (bulbs). The various companies I called in my search also told me they had never seen such a bulb.
[redacted]August 26, 2013 @ 6:09am -- I sent the following email to Drs. Foster & Smith customer service using the reply from message back in May: "This item seems PIECED together with various parts from many different manufacturers. The compact light is already out with less than 2 months use and I cannot find it anywhere online other than [redacted] at a minimum order of 10,000 pieces. Where can I get the replacement lamp and under what part number since this is all in Chinese. I've searched all identifying marks and I come up empty. There is a STICKER .... JC554-10000K that is next to a VIVARIA logo English on top of box is COMPACT LIGHT LUMINO DX Bottom of box has the following on 2 different lines: 10000K-3U A-1824 260x90x135 24w PLEASE HELP! Regards, [redacted]"
[redacted]I chose not to get into any dispute at this time until I get more information, regarding the first sentence in the email about the purchase being PIECED together. At this time, all I wanted was a replacement bulb to get this back up and running. WHILE waiting for a response, I did find more information and BEFORE getting a response, I also sent the following email (same day @ 11:45am): "I sent the message below earlier today. I've spent the morning searching for a replacement lamp and now I am back to the original ad. This little 4 inch 3U light isn't even what was SHOWN with the light. The manufacturer included a cheap chinese replacement fixture with original setup purchase. It isn't right to spend this much money and not be able to replace the bulb. Now it looks like I need to purchase an entire new light fixture. I've also searched your own site ... and find ONE fixture at 10000K to FIT this .... CD-078703 and different bulbs ... CD-15494 that I don't even know if they are right, since different. Please advise!"
[redacted]August 26, 2013 @ 12:34pm -- I receive the following response from Drs Foster & Smith customer service: "Dear [redacted], Thank you for your email. We sincerely apologize for any inconvenience this may have caused you. Item 32876, the Pro Series 60 has been discontinued and is no longer available. You may contact the manufacturer at [redacted], ###-###-#### for further assistance. If we can be of additional assistance, please contact our Internet Customer Service Department at ###-###-####, via email or on our Live Help link. Live Help is available 8:00 a.m. to 8:00 p.m. CST seven days a week. Sincerely, Customer Support Drs. Foster & Smith pxp"
[redacted]Drs Foster & Smith did not acknowledge/reply to my second message to let them know that this light is NOT what was suppose to be included, NOT as advertised.
[redacted]In my search and inquiries trying to find the BULB -- One company replied by email: "Dear Mr. [redacted], Thank you for your product inquiry regarding. To the best of my knowledge, no one makes CFL's at 10,000 kelvin. The brightest is 6400K. In addition, a minimum order quantity (MOQ) is required = 5000. I can handle an order of CFL's at 24W 6400K. However, payment would have to be a wire bank transfer 100% TT, or company check. It would take 6 - 9 weeks for delivery. If you have actually seen CFL's at 24W 10000K, let me know and I will continue asking our factories. In either case, this is a special order and different price, terms and conditions would apply. If you decide to continue, please contact me. Respectfully, [redacted] Customer Service Solarpowergetics ###-###-####"
[redacted]THEY/ Drs. Foster & Smith got my money in good faith. THEY/are responsible to me.
[redacted]At time of purchase, there was a Bill Me Later option that I thought was great to establish more credit. I have perfect credit, but due to my age, I lack credit (number of accounts, length of history, so my credit score is only GOOD. I used Bill Me Later on 05/22/2013 and PAID IN FULL on 06/06/2013. Again, this was to build my credit score. I would have passed had I known I would be forfeiting my rights to dispute, but I didn't expect any issues. It never entered my mind that there would be any problem.
[redacted]August 27, 2013 -- I realize Drs. Foster & Smith have chosen the unprofessional method of ignoring me in hopes that I will go away. I've given them enough time to respond. I contact Bill Me Later to obtain information to proceed with a chargeback against Drs. Foster & Smith. I was not expecting that any dispute had to be submitted within 30 days. What I thought was a good thing in establishing more credit was the worst possible method to pay them. Had I used my bank account OR a credit card, that window is open for 90 days, not 30. I have mixed feelings on the way I've been treated. Did customer service blow me off because they knew I couldn't file a chargeback? This was inappropriate action.
[redacted]CUSTOMER SERVICE FAILED TO PROVIDE ASSISTANCE -- It is POOR customer service to suggest I keep trying to chase down what isn't there instead of assisting me. CUSTOMER SERVICE provided INFERIOR service. NOT what I would expect from a company my parents swear by to be the best. NOT what a customer would expect from a company with only 30 complaints in 3 years, which is amazing -- extremely low dissatisfaction rate. Why am I treated different! (???) I am extremely unhappy with the way this was handled. I want this resolved.
[redacted]PRODUCT ISSUE -- The product I purchased was DEFECTIVE as stated above. This has resulted in additional damages. I've lost my algae. My vegetation had to be removed, due to wilting and getting slimy (dying).
[redacted]My mother is sending me her 18 inch Innovative Marine SkkyeLight SingleStrip 14000K LED Light that will fit this. This is a loaner till I get this resolved. Not even sure it will suffice as it is not the same kelvins. 14000K and 10000K may do the same job needed on this filter application. That light as well, if it works is $90 on the Drs. Foster & Smith site.
[redacted]DECEPTIVE ADVERTISING ISSUE -- Their advertisement MISREPRESENTED this product. The light included is NOT what was advertised either by type or image. If I am provided a link to upload images and documents for this dispute with Drs. Foster & Smith through the Revdex.com.org, I will be able to visually PROVE this case.
[redacted]On Monday, I would have accepted a replacement bulb ... not knowing at the time that I did not get what was advertised. Now that I have checked into it further, they need to complete my order with the light advertised and shown. It's what I paid for.
[redacted]I don't know if this is actually a PIECED together unit or a returned item. It could have been pieced together from the manufacturer and being discontinued they used whatever items they had on hand to complete the unit and that is how they packed it for resale (???) ... It could have been returned to Drs. Foster & Smith from another customer due to bad light fixture and then Drs. Foster & Smith completed the product with an aftermarket light they had on hand (???). I don't know where with SWITCH took place. In hindsight, and stated in my first email to them, all components were CELLO wrapped together. At the time, I thought it a neat idea to keep anything from moving around. NOW, I find it odd and wonder why anyone would contain products together in CELLO wrap, vs. internal boxing/packaging. (???) I only know that I paid Drs. Foster & Smith and did not get what I paid for.Desired Settlement: I want the light advertised, which appears to be [redacted] which sits on the pre-made light brackets and covers the entire refugium area of the filter and is made specifically for this application. I don't find it on the Drs. Foster & Smith site, but it is available from another vendor and retails for $84.95 for the Model#[redacted]. I don't believe it is the larger model, but may be. It is definitely not the smaller model . Drs. Foster & Smith also have a light specific to refugiums: The Coralife Mini Aqualight T-5 Dual Lamp Fixture, but it is 11 inches and does not state the extension arms along with poor reviews on life of fixture, so I probably shouldn't even mention it. I mention the options I find if they are not able to provide the advertised fixture. The light brackets on this filter are 15 3/4 inches apart (outer). If they cannot provide the advertised light or a light equal to the specs and application, then I want the money refunded so I can purchase the light elsewhere. I should not have to spend $85-$90 to get product (light fixture) I should have received in the first place along with additional monies to find a screen/filterpad that was never sent and shipping. Please replace with correct fixture or refund.
Business
Response:
We sincerely apologize for the inconvenience this has caused our customer. We have contacted the manufacturer directly regarding the concern with item# 32876 (Pro Series 60)and they will be sending the customer a new light fixture and the screen noted in the complaint.
We hope this resolves the customer concerns. They can contact us directly at ###-###-#### with any questions.
Sincerely,
Drs. Foster & Smith
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate Drs. Foster & Smith decision to make
right on this situation as it is their company who is responsible to me. This was not a warranty issue and if it had been then of course I would be expected to contact the manufacturer. Drs. Foster & Smith sold me the system as stated in complaint and shown in images (I've several more images if needed.) -- shown on unit, it is not what I received. The system was advertised as shown with a full length light fixture and sponge. The FOUR inch clamp light (image attached), that I received with the unit, is defective & insufficient, made in China, but retail box stated MADE IN THE U.S.A. The point of my complaint stands that I did not receive what I paid for and that is unacceptable. I am grateful that Doctors Foster and Smith have chosen to do the right thing and maybe they will improve their customer service as well as it is also the right thing to do. To prevent deceptive advertising, and the safety of their customers, they should also quality control check products they sell for other companies and make sure what they think they are selling is actually true.
Drs Foster and Smith - Live Aqua
n Cats and always recommended this company for pet products to my kitten buyers. Never again after my last two months experience. My advise is keep up with your fish inventory with a data base. TERRIBLE SERVICE!
This company sell saltwater fish. Twice in two weeks I have ordered fish with their customer service rep. Twice after paying for the fish that I wanted - I was told that they did not have the fish. My last order was placed on the phone with one of their sales reps. Why are they selling fish that are not in stock. Do they not keep up with their inventory via a DATA BASE? I have been a customer with Foster and Smith and Live Aqua for over 20 years. I will never order anything from them again. I raise Maine C
I purchased two nylon collars with a metal clasp for my dogs. The product was generally good quality but I discovered the metal clasps got very warm and retained the heat. I attempted to post a review of this item describing this problem. However, I received an email stating my review was rejected and would not be posted. Customer service could not give me an explanation as to the refusal to post my review.
I have used Drs. Foster and Smith since 2008. [redacted]. As of Spring 2015 I have placed 3 orders which I receive part and then have to call to find out where the rest of my order has gone. Then I found out that Petco acquired the company. This company used to be prompt and have courteous customer service agents. NOT anymore. I am waiting for a dog bed to come in. (For 3 weeks) I informed them through a Supervisor that I will no longer be ordering through them. [redacted]!
Terrible customer service. Emailed customer service three times on three consecutive days with no response to receiving bad livestock and very inaccurate discriptions of size and quality. Guarantee must apply to select individuals.
I have been a customer of Drs. Foster & Smith for years and years. Right now I have 5 dogs and a cat (I used to have a dog shelter) and have purchased over and over from them. I especially like their pharmacy and how they make it so convenient to order your medications. It is an EXTREMELY handy and friendly way of ordering. I can order online 24/7 and shipment is prompt. If I run out of medication, I order overnight delivery. I appreciate their email services of reminders and sale items. A couple times I had a delivery issue (not their fault, but the carrier's fault) and Fosters & Smith reshipped an additional item for free, and told me to keep the first item. As far as I am concerned there is no better company to do pet business with than Drs. Fosters & Smith.
I have been using them for past 2 years. Great service and return policy. They stand by their return policy for liveaquaria.com.
Buyer beware, Most of the dog treats are made in China. There are many other companies that only sell made in America products. While they may have some good products, they will not get any of my business.
IF THEY CAN PROCESS AN ORDER NEXT DAY, BUT 2 TO 3 WEEKS TO PROCESS A RETURN AND EXCHANGES, THEY MUST HAVE A LOT DISSATISFY CUSTOMERS. WHICH I HOPE TO BE ON THE TOP OF THE LIST
Review: Company claims they could not process a purchase made online through their web portal. They took my credit card information and billing address, and have in fact charged my account, but have not made delivery of the item purchased.
They claim my address information did not match, and therefore, the charge could not go through. My [redacted] bank statement tells a different story and the charge remains.
Reference order #[redacted]Desired Settlement: I want my bank account credited for the charge and a review of their deceptive and mis-leading claims on their website about making online purchases.
Business
Response:
We sincerely apologize for the inconvenience this has caused our customer. We have reviewed the customer file and see that we needed to verify the customer's credit card information, due to a flag that caught the order in our system. The customer placed this order# [redacted] on 6/21/15 and the order was flagged and the customer was emailed to contact us for verification. The customer was then contacted via phone and a message was left on 6/22/15 to verify this information in order to allow this shipment. The customer called us back on 6/22/15 stating they would not verify the credit card information for us. For security purposes we were unable to ship the order without verification. The customer was informed we would need to cancel the order. We apologize that we were unable to verify this information in order to ship the order. We would be happy to assist the customer with placing an order and taking the credit card information directly from them. The customer was never charged for the order, it was only authorized. Once the order is cancelled the information is transmitted to the bank in order for them to drop the authorization. We again hope the customer can understand that we have these checks in place for the security of our customers and if the information was verified we would have been happy to ship the order out.If the customer would like to speak with us in regards to this, we would be happy to do so. Please contact us at ###-###-####.Sincerely,Drs. Foster and Smith
Review: Their website said,
"All items In-Stock and ready for delivery unless otherwise noted"
This is not true.
I waited for 4 days for shipping.
Their excuse is inventory not updated.
Also one of customer service lady said
"Our company is drop ship company"
I don't get it.
How drop ship company has all items in stock?
Business
Response:
We sincerely apologize for the inconvenience this has caused our customer. We will make sure to provide better communication with our customers when items are delayed in shipment. I also apologize for the misinformation about our company being a drop-ship company as we are a retail company.
I hope this resolves the customers concerns. They can contact us at ###-###-#### with any additional questions.
Sincerely,
Drs. Foster and Smith
Review: I returned Advantage II by Postage Service Tracking. When I called on 7/29 was told they received it on 7/20 but the return would take 3 to 4 weeks to process and they would have to mail me a check. Their return form clearly states they will reimburse my original method of payment which was my credit card.
When I made my purchase it took them no time to debit my credit card but now that they have received their unopened product back it is going to take them a month to reimburse me and they are going to do it by snail mail!
This is outrageous especially when they guarantee a money-back which this seems to be a failure to honorDesired Settlement: Refund my credit card immediately and now since they have held onto my purchase for so long to reimburse me for my shipping costs of $6.45
Business
Response:
The return has been processed and a refund check of $51.94 was sent on 8/5/13. Due to a system processing change, we were unfortunately unable to credit the customer's original method of payment for the returned merchandise amount. Additionally, we have issued a credit on file for a total of $16.45, which includes the return shipping cost of $6.45 and $10.00 for the inconvenience we have caused.
Review: LiveAquaria.com sends spam emails to my inbox serveral times a day. I have emailed customer service twice and unsubscribe numerous times. It's at the point where I feel this is harassment. After each email I was told this matter would be resolved to no avail.Desired Settlement: I wish for the spam to stop immediately.
Business
Response:
We sincerely apologize for the frustration regarding this matter. We do show our customer is removed from the emails via the customer file. We have escalated a request to have the customer remove from any further marketing email lists via our IT & Marketing departments. It will only be for the email that we show on this complaint. If our customer has any further questions or concerns they should feel free to contact us at ###-###-####.Sincerely, Customer Service Management
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I am somewhat leery that the matter has truly been resolved. I continued to receive spam email from this business up until 10/24/15. I have not receive any this week but time will tell. Thanks for your help in this matter
Regards,
I called to upgrade shipping on a pet Rx order b/c I ran out too quickly. Drs. Foster and Smith upgraded for free!