What do you think? Need your opinion...

[Bill S]

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.

[Europhyllia]

I have a couple more thoughts on this:

as a business owner - what's one sailfin tang in the grand scheme of things $$$ wise? Nothing. Somebody running around town telling all their friends they got a sick fish from you that died before they even got it in the tank ... priceless in a bad way. It comes down to 'Do you want to be right or do you want to be happy?' You are probably right in that sitting for hours in too small of a water volume caused its death. But what will give the happier outcome for your business? Probably taking care of it regardless. And then creating a store policy you can live with.

as a customer - I am with NateDog there. I just lost a pretty expensive fish. Very sad. It never started eating. I even had to tell the phone support lady to stop calling me because talking about it just made me feel worse. The store I bought it from has some kind of warranty policy I think but I have never planned on going that route. When you buy livestock, stuff can happen. I don't hold the store responsible for it. Not sure what happened.
BUT: I think I would totally be offended if I did try and claim it and was interrogated or lectured as to why it was me who killed the fish. True or not... there's just a way to put things without making the customer feel like an idiot (even if we sometimes ARE idiots)

Like in this case I might phrase it like: "Tangs are adapted to live in highly oxygenated waters. The water volume we supply in the bags is sufficient to carry the fish home but it needs to be acclimated immediately as it is not sufficient to sustain the fish for prolonged periods or time."
And then I'd offer up another sailfin tang for this case.
I am lucky in that my business is online so when I get a customer complaint I have the luxury of walking away for a little bit, cool down and think about the most productive response.
I bet it's hard when you are face to face with somebody and need to come up with a response right then (and not show in your face that you really think: you idiot lol) So that brings the importance of that store policy back up. Get one. That way you have a starting point on how to respond when it happens again (and I am sure it will)

[350gt]

My opinion....

What kind of a dumb@$$ buys a fish to leave it in a bucket for 3 hours? When I buy a fish, I plan it and make sure I am rushing home to acclimate it.

Either way, GL on the outcome. I personally wouldn't give any kind of credit, then your going to have ppl thinking every time a fish dies you owe them something.... If that was the case most of the shops I have been to would be in debt with me..... Lol

[350gt]

If you rep is good enough with your loyal customers, who cares about one guy running around moving there mouth? The previous owner had a lot of that and still had a loyal group........

[350gt]

But if your unlike me. I guess u can offer a credit this one time...... And make a stricter policy for the next time..

[Zephyr Aquatics]

thank you europhyllia... and thank every one else for there opinion... thats exacly why i posted this thread... just needed a second opinion... or 11 second opinions.... time to go open the store.... see some of you guys there thanks.... no really thanks

[theedprado]

I never used to give refunds on live stock. All stock was sold as is where is. It was always the responsability of the purchaser to inspect the item. I of course would never sell a fish that I knew was sick. I would however usually allow the customer to purchase a like item at a discount of 25-50%. This way the customer gets a deal on another fish, and the store is not out any money. If the customer did not agree I would politley ask them to go pay twice as much for the same fish at another store.

[ErikH]

caveat emptor

[georgeortiz]

I think this thread is totally unprofessional. I am the customer in question. I have been running this tank in particular for a while. I have been in the hobby a while and have been a MAAST web member and prior a charter member. I just didn't feel there was much benefit in being a charter anymore. That is a side topic,

Imagine my surprise to see this thread started by the store proprietor.

I told this guys wife I was dropping off the fish and would acclimate it when I got back from my kids practice that started at six. I even asked first if I could set it aside because of the circumstance but, having done the same before I changed my mind. The practice is an hour and located right near my house. So if they would have listened and concerned they could have said don't worry we can hold it. As to the question of storing the fish I opened a bag and placed it in the bag open top in a small container since it was not enough water for my larger bucket.
My paramerers are normal. AGAIN I HAVE BEEN IN THE HOBBY A WHILE.

I am headed to the store right now and if I get any flack about this occurence you can BET THAT I WILL NOT RECCOMEND THIS LFS to anyone!!!!!!!!! Cheap prices don't mean a quality store. Ever heard of customer service? WOW I have never read a thread like this from any other vendor.

[Big_Pun]

IN MY PERSONAL OPINION: you can't blame a store for your actions. once the fish is your hands it's your responsibility to take proper precaution so the fish does not parish. we all take chances buying livestock for our tanks, just how the hobby goes