Leo C.

Customer Service? When clicking on an email that was sent to me about a sale I was not able to access the web site with and error "502 bad gateway" when I call their customer service number the automated system only offered 3 options 1) place an order 2) inquire about an order placed 3) rewards. I had to select 1) place an order to speak to someone to report the website not being available it is clear that Nautice is ONLY concerned with order issues $$$$ and does not care about anything else. I finally got to speak with a supervisor and asked him about ONLY having 3 options when calling customer service none of which addressed reporting problems with their website or any other issues a customer might experience, I also asked why a retail store that customers use does not have a automatic "fail-over" system in place for when a problem accessing their primary website occurs. (this is business 101) apparently a class that no one at Nautica has taken... his answer to me 4 different times was it does not happen often which does not answer my questions to him "what a joke" and to top that when I asked him to place a complaint he said he would take my "feedback" but no one would get back to me with answers to my questions! Totally unacceptable. I will report this issue to the proper agencies (BBB, Dept of Consumer Affairs and the CFPB) about their deceptive business practices and lack of any assistance (customer service) being offered to consumers about issues ASIDE from $$$$ order issues...

Tom:

You should be ashamed of yourself! It is clear that you have no intention of honoring your response below. I unlike you, will keep my promise, to myself to make sure to let all my fellow aquarists (about 20-25) know about your how you treat your customers and "how you strung me along" and lied. I will tell them to warn their fellow aquarist friends so that they know, about you and your business, and so on and so on so I figure you should lose at least $300 of potential business! The amount you STOLE from me!. Hopefully much much more. And a side benefit will be that I can save several aquarist from falling for your BS and several less aquarist for you to screw over. I will also file a complaint with the BBB in your area and any other place I can leave a review warning fellow aquarist of you and your business.

Tom:
It has been over 45 days and I have not heard from you? I will wait a few more days for your response (action) to fulfill your response below.

Tom:
It has been almost one month now and I have not heard anything back from you?
Please let me know when you get a chance

Hello Leo I am sorry about the whole FedEx mess, we never heard about delivering the box to the wrong house. We are going to replace the entire order for you. As far as a refund from FedEx 99% of the time they say it was weathe related, a mechanical failure, an accident in the area, they use every balony means of getting out of proviiding a refund. In this case they said weather forced the planes not to fly therefore the boxes we had shipped that evening never left Florida till early morning. We go through this all the time when they have a package late. But back to you, we are going to replace them all for you. Its not your fault what happened and its not ours but we want you to get what you paid for so of course we would rather take the loss. The polyps in your tank, hopefully you still have them. Check to see if they are white. If not they are not dead, just messed up. I will include a dip for you to put the old ones in since I belive they picked up a bacterial infection. Dip them for about 7 minutes and return them to your tank in an area with a little more flow. Hopefully given enough time (could take even a month) they will heal and start opening. If you start seeing them turn white throw them out. See what happens. Also I see the tank is fairly dark. Great for looking at the corals but not good for getting any new corals to open up. If you can adjust your lighting add alot more white lighting to make the tank still a blue tint but not dark. Once they are opening well they should also open under just the deep blues. Thats it. We have issues with weather issues this week so I dont want to take the chance. I will call you next week and get this going. Have a good day and again I am sorry FedEx messed it up so badly.
Tom Hellwig
Aquarium Creations Online