DHL and Liverocks.com

[segen77]

So, apparently DHL stands for Drop kick the Hell outta Live rock. I had two packages delievered to me, both 40lbs of rock. I called DHL because only one was sent out, and they said the other was leaking. I called Mike at LR.com, and he appologized, and has a new box of 40lbs coming out tomorrow morning. I'm still going to have DHL send the busted box to see if anything is salvageable.

I just wanted to be sure to let everyone know that Mike, and LR.com, exemplifies the highest level of customer service that should be demanded in todays world.

Thanks

[segen77]

OK, So my "unbroken" package was supposed to arrive here by now. I called DHL, and they couldn't find it at first, then they said, oh well, it looks like they were both leaking. So now I have to wait until 3pm cst. to have them get me the other one. I tried to explain that it had live contents, and as soon as I said live rock, they basically quit listening. This is some serious BS. It's too late now to have a replacement sent out for this box, so I don't know what I'm going to do. I've gotta call mike at LR.com, and let him know what's going on...

I'll let you know how it turns out.

[segen77]

After talking to Mike I have decided to wait and see how the package turns out tomorrow. Then I will give it the weekend and speak with him on monday. I'll try to keep you up to date.

[gman0526]

You would think these delivery companies are doing you a favor :(

[segen77]

Tell me about it. I don't know what I would do if Mike wasn't so understanding. I've actually run into pretty bad problems with other companies I've ordered from before. It's as if they thought I had nothing better to do than make up some elaborate story jsut to save a buck.

[gman0526]

In the yr and a half I've been a member here, I've never heard a complaint on liverocks.com customer service and/or product they're top of the line, you made a great choice going with them.

[Aquatic Realms]

As far as DHL I have been using them since 2003 and I have never had any problems like that of any nature.

I lost one rose bulb through shipment during the dead of winter when the temps were in the low 20's to low 30's.

Other than that...they have been flawless. All my customers have said the package(s) arrived on time and in good condition.

It makes me wonder if liverocks.com is packaging the rocks well enough?

Are they using Styrofoam panels inside the box to prevent the rock from piercing the sides of the box? (Knowing Mike and his shipments...he should be using some sort of liner...also...if you are getting it from Mike...why are you not using the airlines?)

If not...they should be. When I receive my rock shipments from my suppliers, they always pad the boxes. (Not to mention use a decently thick-walled bag to contain any water so as not to weaken the cardboard.)

Just things to think about.

Remember, it is not always the shipper that causes these problems. ;)

[segen77]

It was packaged very well. He had a bag full of water/wet paper towels covering the rock, inside a thick foam box with tape covering every seal, inside a box with tape covering every seal, inside another box with tape again on every seal. I'm telling you, on the first box they must have dropped it from at least 4 or 5 feet. The second box, come to find out, was searched by TSA and that's why it was opened and thrown in a plastic bag. So, yeah, he put it on a plane, then DHL from the airport.

Like I said, I feel that this is in no way Mike or LR.com's fault.

[Aquatic Realms]

If it was sent via airline...it more than likely was not DHL's fault.

They were just the ones taking the blame.

Airlines are notorious for being rough with packages. It all depends on things like:
- The Airline used.
- Was it a direct flight with no stops?
- The heavier the package (if not on a pallet) the more abuse it will receive as the loaders hate lifting heavy items and tend NOT to be gentle with them when setting them down.

Things like that can easily cause busted boxes.

As for the TSA....all I have to say about that is....just goes to show you that the government in many ways will mix things up and leave the american public to pick up and clean up the pieces.

[Condiman]

As for the TSA....all I have to say about that is....just goes to show you that the government in many ways will mix things up and leave the american public to pick up and clean up the pieces.


Now isnt that the truth