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Business's response - by Ron R.on 8/10/2012
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The customer placed the order on Wednesday (08/08/12) our billing process takes 24 hours before the order is sent to our warehouse to be filled. The warehouse did not receive your order until Thursday (08/09/12). Per our terms and conditions that the customer did e-sign at the time of purchase it states the following information:
IV. Livestock Overnight - FedEx Priority Overnight
Your package will arrive the day after it is shipped. Please allow several days for us to process your order. Signature is required upon delivery.
Our normal shipping schedule is Monday through Thursday and we only ship out on Friday's if the customer upgrades to a Saturday delivery. The reason why his order was not shipped out yesterday was because the sponges on his order were not fit to ship. We acclimate all of our specimens to ensure our customers only receive healthy specimens. So his order would of not been shipping out until the beginning of the week.
The customer did send three emails to our company however the first email was not until yesterday at 4:37 PM, today at 8:37 AM and the final one was at 11:21 AM. (We are open Monday through Friday from 9:00 AM to 6:00 PM eastern standard time.) Since his email was not sent yesterday until late in the day he would of received a reply today which he did. We answer all emails int he order in which they are received. We typically answer all emails the same day or the next business day depending on the situation.
As far as the customer calling our company the only record we have of that is from today when he left his first voice message to cancel the order. As you can imagine we speak to hundreds of people on a day to day basis via phone and email. If he attempted to call us and we are unable to answer the phone and he does not leave a voice message we have no way of knowing that a customer is trying to get a hold of us which is why leaving a message is so vital.
Aquatic Connection has canceled the order and has refunded the customer's credit. We do not appreciate the allegations that this customer is making in regards to us using his credit card illegally since all personal information is confidential and secure 100 %.
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