1) As noted, what is the store policy.
2) Sometimes, fish DO die in the bag/bucket. Even a long term captive fish.
3) Ask for a water sample (and test it). Doesn't matter if it died in the bucket - if you are replacing the fish, you need to test his water.
4) Replace the fish or give store credit - whichever he wants, and explain the store policy.
I spent 8 years in this business many, many years ago. If you don't refund/replace, you will never see this customer again. If you do this right, you'll have a good long term customer.
P.S. Print out and send acclimation instructions with each purchase - this way you can ask "did you follow our instructions?". You should be sending fish out in bags big enough for a few hours - if not, ask the customer when you bag the fish, how long they will be out.
Last edited by Bill S; Thu, 18th Aug 2011 at 10:46 AM.
Bill
215g FOWLR... and anemones, GSP, gorgonians... carp, that isn't FO!
"I killed my first SW Fish in 1971..."
