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Old 12-02-2010, 11:38 PM   #1 (permalink)
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Talking Good job AFA

I bought an ADA tank and accessories from AFA several weeks ago. My first phone call to them was a put-down: I got some guy on the phone who sounded bored, clueless, and disinterested. I steamed about the call for a bit and decided to call them back to vent my frustration. George, one of the 2 co-owner brothers, just happened to get my call. Poor guy. To make the long story short, George and his brother treated me like a customer, and more importantly, like a human being, and several days later the tank and substrate and pipes and mat were delivered to my front door. All in great shape, well packed, with obvious attention to details.

Yes, I am happy I made the second call (and many others to ask questions and to generally confuse all around ). I am now a happy first time customer. AFA deserves your business.
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Old 12-03-2010, 01:59 PM   #2 (permalink)
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Default Re: Good job AFA

Dear OVT,

Thank you for your business. And we appreciate your comments. We will do our best to improve our customer service.

Best Regards,

George Lo
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Old 12-03-2010, 04:42 PM   #3 (permalink)
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Default Re: Good job AFA

I don't mean to step on any toes or disrespect anyone, but after all of that frustration you got what you paid for and basic human decency. That just sounds like... An average experience anyone buying anything via mail order would go through.... Except you apparently had a lot of hassles that should never have happened.

Were you compensated for your troubles? It sounds like you were pretty irate, and with that amount of money involved I probably would have been, too. Did they negotiate actual shipping charges with you at least or was it just the typical flat rate? I know some mail order companies charge a flat rate but then if you ask for assistance, they will refund you the excess you paid or give you store credit or something. IME this isn't usually done unless you ask.

I am glad that you are happy, and no disrespect is intended, but what makes AFA special? Why would they deserve my business (or anyones) over any other company if im ordering goods via mail?

My customer service with AFA Is limited, but I had a similar experience when I asked if a certain pair of scissors was in stock because it wasn't on the website, then asked about the ease of handling if you have large hands as I had heard another pair I was interested in (the nude scissors) wasn't the easiest pair to use for extended periods if you have large hands. The person I was speaking with tried repeatedly to sell me the wave type because it has larger finger holes and it was listed on the website already, but I wanted a pair of scissors for trimming delicate stems specifically and he couldn't really tell me why he recommended the wave type other than it had larger finger holes and was already lted on the website for online ordering, and the other wasn't. I was sort of treated like I didn't want to be dealt with.

I don't know. I've just had a very lackluster customer service experience which turned me off, along with their high shipping rates. If you can point out how things went better than average or you were treated like more than just "a customer and a human being" maybe I should reconsider.

It just sounds like a subpar experience followed by an average one, so I don't understand why such high praise is warranted?
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Old 12-03-2010, 06:31 PM   #4 (permalink)
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Default Re: Good job AFA

JustLikeAPill, I see your point and yes, poor customer service is the first thing that will make me take my business elsewhere.

To answer your question, AFA, without me asking, "bundled" all of the items into a single flat shipping fee. For the cost of shipping the tank only, they also shipped substrate and other items. Most people would have dumped all of the items into the tank and would have let the shipping company deal with any damage resulting from the items bouncing around in the tank. AFA wrapped all items individually and put them in separate boxes. Moreover, they went an extra mile to brace and to hand-wrap the tank, making the "required" $75 shipping crate unnecessary. Then the whole order was neatly stacked on and secured to a pallet.

The way I see it, they invested their own time, effort and packing materials to make the sale and to save me money. They also shown the flexibility and some initiative. I respect that.
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Old 12-03-2010, 06:38 PM   #5 (permalink)
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Default Re: Good job AFA

I made many phone orders with both Steven and George Lo and I'm more than happy with the service every time. AFA gets all my business from now on.

I can't say the same about ADG, who didn't even bother responding to any of the three email inquiries I sent.
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Old 12-03-2010, 07:01 PM   #6 (permalink)
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Default Re: Good job AFA

I've heard good things about AFA, so this is not a post at them...
But I don't think you'll get a tank shipped by anyone that is filled full of supplies and such. In the end, it costs them more money to reship than it would to do it right the first time. Either they eat the cost or they lose customers, as sellers who rely on shipping insurance to cover normal circumstances will go under quick from poor reviews...
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Old 11-16-2016, 05:10 PM   #7 (permalink)
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Default Re: Good job AFA

great store and staff
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