Md: If there are "restraints", please change your policy to state the truth, as it currently states defective merchandise may be returned. Otherwise, it is misleading to reasonable people. Consumers can they make an informed decision based on that policy. "We do not ask our customers for anything out of the ordinary". UUMM........yes. I think shipping a brand new ballast 1000 miles IS out of the ordinary, especially since I am 20 miles from you. This fell on deaf ears at the time..... end of story.
3/4 and 1" bulkheads
- Thread starter mylittleocean
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mmgm
Premium Member
twins6511 said:
Agreed... And very honestly Marine Depot is the best company I have run into as far as offering quality products at lowest prices followed up with excellent customer service.....
One thing to keep in mind MD does not have a store-front as many of our LFS. As a result we rely on internet/phone orders as well as mail delivery to complete orders...... Although this presents challanges at times compared to convienience of LFS Marine Depot offers the following advantages....
1. Advise I have received from MD sales has always been honest and directed in the best interest of the customer. MD sales has never tried to sell me something I don't need.
2. Prices are better than most LFS I have purchased items from.
3. MD works with you to resolve issues.
IMO MD is the best around and I will continue to purchase from them in the future......
mmgm
Premium Member
ratched said:
Was the order shipped to you originally? If so what is the issue in shipping back for return? If you were reimbursed for return shipping what does it matter if you shipped 20 miles or 20,000 miles?
What exactly is stressing you out here? I still do not understand the problems you have with your transaction and purchase.....
Your not making any sense to me..... Care to clarify.. (in an objective and constructive manner?)
ratched said:
Are you now suggesting that I am the source of your problems? :eek2:
This statement clearly makes no sense to me...... I do not think I am the problem here....... IMO my posts are an honest attempt to identify the root cause of the problems you are experiencing..... So far it sounds like your issue was resolved..... however it also sounds like you have problems with the process used to resolve the issue.....
I have not ignored or negated your and others experiences.... I just don't understand what your problem is if your issues with the purchase made have been resolved...... I would also encourage you to read additional positive feedback about MD posted in this forum...... (Lets not negate the positive feedback also).....
Objective comments and clarifications are welcome.......
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Mmmg: "My posts are an honest attempt to identify the root cause,etc." No one needs you to identify the "root cause" for a transaction you were not involved in. MD clearly states in this thread,"certain restrictions". That is not stated in their return policy. The avg. person will read a return policy and make a decision whether to purchase or not based on that policy, AS I STATED B/4, IT'S NOT ROCKET SCIENCE. You state, "what does it matter if you ship 20 miles or 2000 miles, well , let's see........Plan A - A trip to MD- 45 min. round trip - my tank has lights the same day... Plan B - ship to Colo.- 4 phone calls, 2 faxes, trip to Fedex, 4 days with no lights.Gee, which would be easier??? ........ You are not the problem. Your comments are ridiculous, that's all. I invite MD to define "certain restraints" as once again, THEY wrote their policy, not me. Yes, my immediate problem with my lights is resolved (MD did nothing to assist ). I continue to take issue with a co. that does not honor a written policy, thats' posts are full of vague responses, and do not address directly the issue at hand. My business has gone to their direct competitor, others may appreciate knowing "all is not as stated" with this co. Is that okay with you? Of course not, YOU ARE IN LOVE WITH MD NO MATTER WHAT.......news flash........the facts are the facts. You weren't there. Others beside myself had the SAME issues. MD: Please "clarify" "certain restraints" . Mmmg: "the root cause" as you say, is a co. misleading customers with a return policy that is not honored. The "wants" of the distr/ mfr. are more important than honoring a published policy that a customer has read before purchasing. For some unknown reason, you STRENULOUSLY defend this co. despite the facts... The end result is you just make yourself look foolish. Perhaps you can explain for MD why they don't honor their return policy. Do you work for them, btw????
mmgm
Premium Member
ratched
This will be my last post on this thread....... I have read your comments as well as other threads you have started to complain about MD over the past few weeks. One of the threads you started was closed by moderators because your comments about Marine Depot were untrue and potentially damaging MD image as a company for no clear or apparant reason.
IMO you come across as if you are obsessed and on some crusade to damage or taint MD name. You falsly suggest everyone on this thread shares your views and do not present any reasons ("other than not possibly liking the return process") as to why you have a grudge against this company.
Based on your responses I can honestly conclude that you are the type of customer that will never be happy regardless of what MD does to attempt to resolve any issue you have with them. MD asked you on this thread what they can do to make things right..... However, your response to suggest they change how they do business makes no sense.
Additionally, I have been civil and professional throughout my posts, however I don't think you have shared the same attitude with your posts......
As a final suggestion you may want to reach out to friends, family or elsewhere to discuss these issues and problems....... I'm sure this kind of feedback may help..........
No more posts here..... I think the point has beeen made.....
Good Luck and be happy .........
This will be my last post on this thread....... I have read your comments as well as other threads you have started to complain about MD over the past few weeks. One of the threads you started was closed by moderators because your comments about Marine Depot were untrue and potentially damaging MD image as a company for no clear or apparant reason.
IMO you come across as if you are obsessed and on some crusade to damage or taint MD name. You falsly suggest everyone on this thread shares your views and do not present any reasons ("other than not possibly liking the return process") as to why you have a grudge against this company.
Based on your responses I can honestly conclude that you are the type of customer that will never be happy regardless of what MD does to attempt to resolve any issue you have with them. MD asked you on this thread what they can do to make things right..... However, your response to suggest they change how they do business makes no sense.
Additionally, I have been civil and professional throughout my posts, however I don't think you have shared the same attitude with your posts......
As a final suggestion you may want to reach out to friends, family or elsewhere to discuss these issues and problems....... I'm sure this kind of feedback may help..........
No more posts here..... I think the point has beeen made.....
Good Luck and be happy .........
mylittleocean
Premium Member
In my issue with MD they were right.? I never asked for a return. I assumed when I talked to them about some faulty products that was purchased from them they would be willing to accept them back for exchange.
I have no issues with them wanting the product back before shipping me a new one. That only seems right to me.
I was upset in my original posting. That tends to happen when you have thousands of $$ invested in something and a bum part for a couple bucks will not work and threatens to shut down the whole system.
MD stated that I did not want any resoloution. What? Why else would I be posting on this thread? I was looking for them to offer an exchange. Again, my fault, I thought they would understand that, when someone buys something and its faulty! I REALLY didnt appreciate everyone telling me that I dont know how to tighten a nut!!! It is not rocket science. After 30 days they finally offer an exchange. However I still never asked for this, they finally offered though. This is a day after I posted a pole in another forum (where others see). Thanks MD? ?
mmgm... Tell me about some of your experiences with returning faulty merchandise to MD. If you have never returned anything to them I respectfully ask that you let MD handle the customer service in their forum. I do wish that you DID work for MD. You seem to have a several more replies that them. That would have been worth alot to me (good or bad).
ratched.. Just remember the old saying. "Fool me once shame on you, fool me twice shame on me" They wont get me again.
Thanks MD? :beer: After this post and reading other posts you can keep the $2 I will take my thousands of $$$$ elsewhere in the future.
I have no issues with them wanting the product back before shipping me a new one. That only seems right to me.
I was upset in my original posting. That tends to happen when you have thousands of $$ invested in something and a bum part for a couple bucks will not work and threatens to shut down the whole system.
MD stated that I did not want any resoloution. What? Why else would I be posting on this thread? I was looking for them to offer an exchange. Again, my fault, I thought they would understand that, when someone buys something and its faulty! I REALLY didnt appreciate everyone telling me that I dont know how to tighten a nut!!! It is not rocket science. After 30 days they finally offer an exchange. However I still never asked for this, they finally offered though. This is a day after I posted a pole in another forum (where others see). Thanks MD? ?
mmgm... Tell me about some of your experiences with returning faulty merchandise to MD. If you have never returned anything to them I respectfully ask that you let MD handle the customer service in their forum. I do wish that you DID work for MD. You seem to have a several more replies that them. That would have been worth alot to me (good or bad).
ratched.. Just remember the old saying. "Fool me once shame on you, fool me twice shame on me" They wont get me again.
Thanks MD? :beer: After this post and reading other posts you can keep the $2 I will take my thousands of $$$$ elsewhere in the future.
argi
Everybody Talks
mylittleocean,
You posted:
I was upset in my original posting. That tends to happen when you have thousands of $$ invested in something and a bum part for a couple bucks will not work and threatens to shut down the whole system.
Does this give you the right to threaten our lives?
As Joseph stated:
If assistance was requested, or if you had requested for an exchange or refund, we would have been happy to help. We, like most people, do not react to well and are less likely to help when we are being insulted and threatened.
If you had simply called us letting us know the problem, we could have sent replacement bulkheads, or issued a refund for you right away. But instead you threatened us in your post. Despite your threat Joseph still has offered to refund your money for you. This still stands. If you wish for a refund, please send Joseph an email and he will take care of this for you.
Posted by ratched:
MD: Please "clarify" "certain restraints"
Some restraints would include items such as:
1) The requests of Manufacturers
2) Availability of items in stock
3) Availability to ship/pick up the items
Again as Ben posted we do not know the whole situation with your return. With screen names we have no way to know who you are. Is it possible we did not have the item in stock to switch out for you? I do know we were out of stock for a while before the manufacturer was able to send us new units. Is is possible you called on a Saturday or Monday when we do not have will call available? Again we simply do not have all the facts for your order/return. Please feel free to PM us or call or email directly to Ben as he stated and if he can resolve the issue for you, he would like to.
We do appreciate all the feedback from everyone as it does help us to improve our customer service. We do try to provide the best customer service we can.
Keith M.
Marine Depot Customer Service
http://www.marinedepot.com
customercare@marinedepot.com
You posted:
I was upset in my original posting. That tends to happen when you have thousands of $$ invested in something and a bum part for a couple bucks will not work and threatens to shut down the whole system.
Does this give you the right to threaten our lives?
As Joseph stated:
If assistance was requested, or if you had requested for an exchange or refund, we would have been happy to help. We, like most people, do not react to well and are less likely to help when we are being insulted and threatened.
If you had simply called us letting us know the problem, we could have sent replacement bulkheads, or issued a refund for you right away. But instead you threatened us in your post. Despite your threat Joseph still has offered to refund your money for you. This still stands. If you wish for a refund, please send Joseph an email and he will take care of this for you.
Posted by ratched:
MD: Please "clarify" "certain restraints"
Some restraints would include items such as:
1) The requests of Manufacturers
2) Availability of items in stock
3) Availability to ship/pick up the items
Again as Ben posted we do not know the whole situation with your return. With screen names we have no way to know who you are. Is it possible we did not have the item in stock to switch out for you? I do know we were out of stock for a while before the manufacturer was able to send us new units. Is is possible you called on a Saturday or Monday when we do not have will call available? Again we simply do not have all the facts for your order/return. Please feel free to PM us or call or email directly to Ben as he stated and if he can resolve the issue for you, he would like to.
We do appreciate all the feedback from everyone as it does help us to improve our customer service. We do try to provide the best customer service we can.
Keith M.
Marine Depot Customer Service
http://www.marinedepot.com
customercare@marinedepot.com
mylittleocean
Premium Member
Forget the $2.
Where did it say I threatened your life??? I simply said I would be behind bars. I could have been talking about BandE to get another part so my tank could get running again due to you being closed at the time the message was typed, unless ya'll are open 'till midnight.
In my business we try to help resolve the issue when someone is upset not push them off onto someone else. We stand behind out service if the customer is nice or mad. If the customer is mad we try to help make them happy again, its called customer satisfaction.
As stated by MD earlier (call Pentair). MD knew of the problem and pushed it off. I didnt know ya'll gave refunds, just store credit.
To end, I am glad MD finally offered a refund but to little to late (more than 30 days later).
I see there is no need to keep debating.
As the old saying goes. The customer is always WRONG.
Where did it say I threatened your life??? I simply said I would be behind bars. I could have been talking about BandE to get another part so my tank could get running again due to you being closed at the time the message was typed, unless ya'll are open 'till midnight.
In my business we try to help resolve the issue when someone is upset not push them off onto someone else. We stand behind out service if the customer is nice or mad. If the customer is mad we try to help make them happy again, its called customer satisfaction.
As stated by MD earlier (call Pentair). MD knew of the problem and pushed it off. I didnt know ya'll gave refunds, just store credit.
To end, I am glad MD finally offered a refund but to little to late (more than 30 days later).
I see there is no need to keep debating.
As the old saying goes. The customer is always WRONG.
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argi
Everybody Talks
mylittleocean,
No matter how you try to justify your statement:
I am glad that you do not have a local store here in my area as I am sure I would be sitting behind bars right now.
this is a threat to us.
Maybe this was meant as a joke? But we can not tell. All we see is what you type. The above statement along with 8 angry faces. If someone called you or emailed/posted this statement to you, how would you interpret it?
You initial post was at 6:59 PST. We had only been closed for less than 1 hour as we are on the West Coast. You stated you had been working on them for several hours. If you had called us after the first hour, we still would have been there to answer the phone and could have helped you out at that point. Or if you had called us first thing Tuesday morning, again we could have helped you out.
I apologize we were not able to work this out with you. We have no problem working with people when they are happy or mad, but when threats come in to play that is another story.
Keith M.
Marine Depot Customer Service
http://www.marinedepot.com
customercare@marinedepot.com
No matter how you try to justify your statement:
I am glad that you do not have a local store here in my area as I am sure I would be sitting behind bars right now.
this is a threat to us.
Maybe this was meant as a joke? But we can not tell. All we see is what you type. The above statement along with 8 angry faces. If someone called you or emailed/posted this statement to you, how would you interpret it?
You initial post was at 6:59 PST. We had only been closed for less than 1 hour as we are on the West Coast. You stated you had been working on them for several hours. If you had called us after the first hour, we still would have been there to answer the phone and could have helped you out at that point. Or if you had called us first thing Tuesday morning, again we could have helped you out.
I apologize we were not able to work this out with you. We have no problem working with people when they are happy or mad, but when threats come in to play that is another story.
Keith M.
Marine Depot Customer Service
http://www.marinedepot.com
customercare@marinedepot.com
mmgm
Premium Member
mylittleocean said:
mylittleocean
I have been purchasing from MD since starting the hobby..... Over the past few years I have spent about $3000 at this store with very few issues....... I would say that 95% of the time purchases have ocuured without issue...... To answer your request about sharing my experiences please see the following:
1. Returned Items: Last year I purchased 3 sets of PC light fixtures. When ordering I did not realize that they were retrofit fixtures. When I recieved them I realized that I had no housings to mount the lights. I called MD and explained the problem. I told MD that I had not realized they were retrofits when I ordered. After some discussions MD authorized a return for all light fixtures that I ordered. They even sent me a return mailing slip so I did not have to pay for shipping. They also issued me a full refund for the light fixtures. No complaints here... what more can I say?
2. Damaged items: Last year I ordered replacement bulbs for PC light fixtures. When received two bulbs were broken. MD did not question the claim and sent out new bulbs the same day as I reported the bulbs to be broken...... No complaintsd here either......
3. Incomplete orders: Last year I ordered 4 powerheads... One of the powerheads was missing brackets. MD immediately shipped the missing brackets via overnihgt delivery.... No questions asked they just sent the brackets. On another order for light fixtures a switch was missing... MD shipped overnight a new switch without question.....
4. Shipping: There have been occasions where items take too lojng to ship...... Whenever shipping takes too long and I call to complain MD has reimbursed me for shipping.
These are actual experiences.... In every case MD IMO has gone out of their way to resolve......
Let me know if you have any other questions......
mylittleocean
Premium Member
Argi and MD staff, I would like to apologize for the threat. It was really not ment to be a threat. I was trying to express how upset I was.
Happy Reefing!
Happy Reefing!
My Little Ocean : "Reasonable" people know you weren't serious about the statement you made. it is only brought up by MD to make you feel badly and shift the issue away from the facts. MD will never answer directly why they do not honor their return policy. It's a matter of legalities. MD and mmmg would like readers to believe that what happened to us REALLY didn't happen. It was all in our imagination. When you tried to return your bulkheads , were you told, "sure send them back, when we receive them, we'll send out some new ones". No, of course you weren't. Same with my lights. The experiences we had with this co. speak for themselves.
MD: How can we resolve this issue? Maybe you can answer why your posted return policy is not honored. That policy does not state " certain restrictions apply, or certain exceptions apply or you will need to call the mfr. for a return, etc. etc." In my situation, I had a defective ballast D.O.A. I called you guys, was told you'll need to call Aquamedic. I explained that I was local, and I REALLY needed the lights right away. I asked if they were in stock. Yes, BUT the mfr. "prefers" you call them". I then stated I wanted to return them to you. That I could drive to your place. Are you open? Yes, but you'll have to call Aquamedic for a return. Over and over and over.......I then gave up , and called the mfr. In summary, yes, you were open, yes, they were in stock, and yes, the return was refused. My lights are running, what resolution is there now? The time to take care of the customer is when it happens.
argi
Everybody Talks
mylittleocean,
Thank you for your reply. That really does mean a lot to us. Again I wish we were able to work this out with you and at anytime you would like to give us a second chance, please feel free to email myself at MD and I would like to try to help you out. You can email me at customercare@marinedepot.com and put the email to my attention (Keith). Please also note that I only work at the office Monday's and Saturday's so there may be a delay in my response.
ratched,
We have twice asked for you to email or PM us directly so we can look up your order. Still you have not replied. We have never stated that what happened to you never happened, we just have no way to verify any of it without being able to look into your account. So again if you would like to PM or email us with your information we can certainly look into your order.
As Ben wrote in a reply "I understand that you may have had a bad experience with us, but unfortunately I do not know the whole situation. If there is anything else we can do for you, please let me know. I will be keeping an eye out on this thread, PM's and email to get to a resolution as quickly as possible. "
It does not sound like Ben is trying to say it didn't happen to you. He is trying to work with you to fix the problem.
Keith M.
Marine Depot Customer Service
http://www.marinedepot.com
customercare@marinedepot.com
Thank you for your reply. That really does mean a lot to us. Again I wish we were able to work this out with you and at anytime you would like to give us a second chance, please feel free to email myself at MD and I would like to try to help you out. You can email me at customercare@marinedepot.com and put the email to my attention (Keith). Please also note that I only work at the office Monday's and Saturday's so there may be a delay in my response.
ratched,
We have twice asked for you to email or PM us directly so we can look up your order. Still you have not replied. We have never stated that what happened to you never happened, we just have no way to verify any of it without being able to look into your account. So again if you would like to PM or email us with your information we can certainly look into your order.
As Ben wrote in a reply "I understand that you may have had a bad experience with us, but unfortunately I do not know the whole situation. If there is anything else we can do for you, please let me know. I will be keeping an eye out on this thread, PM's and email to get to a resolution as quickly as possible. "
It does not sound like Ben is trying to say it didn't happen to you. He is trying to work with you to fix the problem.
Keith M.
Marine Depot Customer Service
http://www.marinedepot.com
customercare@marinedepot.com
MD: What is the point of looking up my order? To see if I REALLY purchased it? ha ha...... i have no life and I just post on this thread to amuse myself.............." He is trying to work with you to fix the problem.........Okay, state why your written return policy is not honored FOR WHAT IT STATES... oh, I GET IT NOW. None of this happened to Dizzyswimmer, my liitle ocean, myself. We made all of this up to discredit your co. ? Now, we need to email info. to PROVE we REALLY purchased the item.LOL. My difficulties with your co. were VERBAL, in a phone conversation, not on a receipt....As an FYI, I asked to speak to the supervisor at your co. at the time, and the gentleman stated "he is too busy"...... enough said.
Mmmg: Thank you for your insight into OUR experiences, your advice, btw, this how it's spelled. AND your numerous unwanted suggestions on questions posed to MD and left unanswered. I am glad that many people have not had the experiences some of us had. It's sad that it had to have happened at all, but certainly not the end of the world. There are many other co.'s that don't hassle people on returns. That's all. I'm DONE on this thread too.
mmgm
Premium Member
ratched said:
Agreed.... I am glad I have not had the experiences you have had which triggered the anger and frustration you have expressed over the past week...... I hope this experience has not contributed further to any long term issues or problems for you.......
Hey, your absolutely right...... Life goes on and it's not the end of the world........ See you on another happier thread.......
Peace and enjoy the hobby........
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