Aqua-holics in Winter Haven, my take on them

[hexedagain]

So, Aqua-holics just bought out my LFS in Winter Haven.
I purchased a "brand new" Coral-vue 250w DE Metal Halide lamp from them, only to have the end break off when I tried to install it.
Mind you , I am an Electrical Contractor, and have been installing bulbs/lamps for over 20 years, so I think I understand installing them.
I contacted the manager of the store, Brian, and he checked into replacing the bulb. The final outcome was that he would sell me another bulb at his cost( so I can have the same thing happen again, and be out another $60-70 for it, making my total be $150-175 for two broken bulbs, or for 1 that works).
While I can understand that he doesn't own the place, you would think they would try to make their new customers somewhat happy. Or at least I would think that.
Take into consideration that I would have been a regular customer, and Marcye can tell you, I don't just spend a couple of bucks when I come in.
When this was my final outcome, I knew right then I wouldn't waste my time or money shopping with them at all, either here in Winter Haven, or in Kissimmee.
I am just wanting to get a word of caution out in regards to them, they do not stand behind any of their products, so if you buy from them, and it is garbage like my bulb was, you will have just thrown away your money, and wasted your breath in asking for something to be done about it.
Maybe they can take some lessons from SITC and Marcye.
I purchased some paly frags from Marcye a little while back, and one of the RPE frags didn't make it. Marcye replaced this frag, free of charge, and never even asked for a water sample or anything.
That is how you insure that the customer will be back. I am over an hour away from SITC, and will drive up there every day, before I would consider driving 5 minutes to my new Local Joke of a Fish Store.
Any replies from either the owner, or employees of this Comedy shack , a.k.a. Aqua-holics is welcomed.
I hope the $93 I spent on that bulb was plenty of money for them. All it did for me was insure that was the last dime of my money they will ever see.
Sorry for the rant, I just hate when people don't care about their customers, when they ONLY care about the MONEY.
Just think of the money I would have spent. I would rather give it to Nolans (my other LFS), and I don't think a whole lot of them either. So what does that say about Aqua-holics?????????????????????????????????????????

 

[reeffreak9]

Nice to know. I have been wanting to go check them out but I wont waste the time. My son just started a tank and was going to take him in there to get his live stock when his tank was done cycling but i wont waste my time. I too will drive an hour to SITC before I give quack a holics a dime. Just a bit of advice to the owners, Take a ride to SITC and see how customers are taken care of. My son bought a skimmer from Marcye and we could'nt get it to work. I pm'd her and she replied with in minutes to tell me she would either get it working or refund the money. She took care of us this past weekend and for that now has a new customer for life. Thats good business.

 

[Don Lino]

Hexed, Im glad u let me know before I found out the hard way. It sucks, but thanks for taking one for the team, being that Im not that far from them. Do me a favor please and let me know when u head up to SITC, I havent been there yet and would love to check it out and meet the Great Marcye. Hope she has any PPE's when I visit. O...best days would be Fri, Sat and early Thurs.

 

[hexedagain]

<a href=showthread.php?s=&postid=9593228#post9593228 target=_blank>Originally posted</a> by Don Lino
Hexed, Im glad u let me know before I found out the hard way. It sucks, but thanks for taking one for the team, being that Im not that far from them. Do me a favor please and let me know when u head up to SITC, I havent been there yet and would love to check it out and meet the Great Marcye. Hope she has any PPE's when I visit. O...best days would be Fri, Sat and early Thurs.

Maybe this Saturday. I am hoping to get back up there one day this weekend.

 

[hexedagain]

And no problem taking one for the team, but someone else has to take the next bullet.

 

[InLimbo87]

You should try contacting the manufacturer (If you haven't already). Depending on the company, they will often send you out one if you send them the bulb w/ proof of purchase. Not all the time, but its worth the try.

Thanks for the heads up on Aquaholics, sounds like they just lost a whole lot more than one customer

 

[Don Lino]

since reeffreak9 responded first he'll take the next one...OK?? Sat. sounds great for me...LMK

 

[seth16]

Yeah, the "home" aqua-holics is a mile from my house and the LFS closest, so also the LFS most visited. Their service is lax, as they dont like to answer questions and really dont like to do alot of work for the customers. Their prices are sometimes god, but for the equipment, it is ridiculous. I mean, i am looking for a UV sterilizer at the moment, and there is one on the internet that i found at drfosternadmsith for $80, but at Aqua-holics, it was $199. Their fish so far have been of good wuality and of little disease, but the corals prices ruin it for me. The owners of both stores work at this one and i know them and see them often, and they really dont care if the customers dont like the way they treat them, becasue, they are really the only LFS within a 20 mile radius that has workers that understand English...lol... so, people come to get their fishie needs whether they like the people and the store or not, if they need salt, they ahve to get salt, even if that means dealing with jerks who overprice everything.

That was MY rant, i am with ya there Hexedagain, 100%

 

[Don Lino]

Wow, like hexed, I will travel an hour or so just so I wont deal with a store like that let alone give them my money.
Oh, and Seth, Store fronts cant really compete with online prices. It costs more to run a store but some storefronts do exagerate in pricing too.

 

[cham]

I can't speak for other LFS, mostly because I haven't been to any for the better part of a year. I drive quite a ways and pass 3 LFS to get to mine.



Twice I have had a fish die on me that I got from SITC (only two things that have EVER died from her, and I have bought alot) the first was a powder blue (extremely sensitive fish in the first place). Once Marcye found out another one appeared in her tanks and she made sure it went home with me. That was a few months back.

Couple weeks ago a yellow tang died first day in the tank. Very strange circumstance, again not anything to do with Marcye. I asked for her to get me a replacement and I will at the very least pay her cost.

Her reply

OMG, we are not going through this again!!!
I am replacing him...that's my policy and you don't want to hurt my feelings. You are a great customer and will be taken very good care of. As soon as I get a prime specimen in hand, he's yours I'll let you know. Marcye

Very simply, she has removed any reason for me to go anywhere else. I used to price shop, but I don't even do that anymore. You can't put a price on great service and someone that will always take care of you 100%.

 

[mflamb]

I've bought equipment from SITC and FAOIS and they beat the internet prices on all of it. Marcye and John are committed to customer service. Marcye is about 1 hour and 15 minutes away, and John is about 55 minutes away. I don't mind making the drive for the quality of livestock available and quality of customer service. You know what it costs to set up a 390. Why would I not want to deal with the best people with the best service and the best livestock, even if I have to drive past multiple LFS to get there.

 

[hexedagain]

Wow, my little rant has shown me that a lot of people on these boards are tired of being treated like crap by these LFS's, and are willing to go the extra mile to get the service we would like.
I feel like, if I am a regular customer spending money, then I should be treated like a regular customer, that spends money. Nothing more. I am not asking for "special" treatment or anything. I just want to know the people that are running these stores to realize, they need us way more than we need them.(not SITC or ITCHY stuff, I think we all agree they are the examples that everyone should be following)
With the internet, and places like SITC and ITCHY stuff, why would anyone need to go to a store that doesn't stand behind a product that they not only sell, but more than likely helped to sell you on buying it?
Like I said, that showed me what kind of people I was dealing with.

 

[hexedagain]

<a href=showthread.php?s=&postid=9593522#post9593522 target=_blank>Originally posted</a> by Don Lino
since reeffreak9 responded first he'll take the next one...OK?? Sat. sounds great for me...LMK

Yes, I agree the next bullet has his name on it, right Mike?
I let you know about Sat.

 

[jsl6v8]

I'm sure glad I live 10-15 min away from SITC, marcye and her staff are fantastic, I don't go anywhere else unless I need it now and she is out of stock.

 

[Don Lino]

Ok...Thanks

 

[chrisstie]

I can't speak for the negative but that song says to accentuate the positive.. SITC by far is hands down my #1 store. First of all besides all the rest of the great stuff - I am treated like a Queen. Honestly. I feel special walking into a store like that.

When is the last time you walked into a store and people knew you by name, knew what you were looking for, could help you decide between two things you really wanted but could only take home one.. and actually remember what you bought last time and can ask "hey hows your <insert fish\coral\thing here> doing?"

It goes above and beyond most retail outlets dealing in *any* business.

I have to say except for a few rare exceptions of weird Person LE corals (Roe's duncans for instance) most of my business is at SITC. I hate paying for shipping but every once in a blue moon there's a thing you just have to jump on elsewhere or tinker with..

They are still ever expanding and getting lots of new stuff in all the time and some excellent livestock to boot- and I've never heard "no i dont think i can get that" .. even if it means waiting a few months i've had several wish list items magically show up and be waiting for me which is just like.. YAY!

There are some other really good and\or convenient local places but you can easily get a sense of quality versus quantity in the stores.

I hate to post negative things though, as a community I don't think bashing a local business is good- but I applaud this thread for coming out and stating factually what happened and why they were dissatisfied... name calling and what not aside

Thankfully those guys are in a part of town i never get around to anyhow

 

[Fuzzy]

Sorry to hear about the bad experience with the LFS.
Some people just don't understand customer service.
On the very rare occasion that our customers have had a problem, I have always credited or not charged them for the gear.
Even when it's been pilot error........ (Unless it's complete negligence, then they pay full list!)

SITC - what can I say. They are without a doubt the best!!
I have been a customer since Doug started the business. He was Great!! Marcye and the crew have taken it to the next level.
Not too long ago we moved into a new house - everyone said 6 months to sell the other house.
It sold in 3 weeks, IF we could be out in 3 weeks. We were.

I was so slammed - I didn't have time to plumb the new tank. Tom came over and hooked me up!
A few weeks ago I was in the store and saw a gorgeous Naso Tang - This guy was Huge!
I called my purchasing agent (wife) for approval. We picked him up later that day.
He is such a great fish - eats like a pig out of my hand. So, we named him Fat Albert.....
Every time I'm in the store I'm asked about Albert and the tiny Blennie (Benny) they ordered for us.

Tell me another store that knows the names of my fish......
Let alone remembers my name.


Needless to say - I won't go anywhere else.

Nick

 

[cschweitzer]

<a href=showthread.php?s=&postid=9593695#post9593695 target=_blank>Originally posted</a> by cham
Very simply, she has removed any reason for me to go anywhere else. I used to price shop, but I don't even do that anymore. You can't put a price on great service and someone that will always take care of you 100%.

Yeah, price shopping is great until you realize that tang/clown/wrasse/whatever is your pleasure dies in a few days/weeks, then you have to buy another, and another, when all you needed to do was buy quality livestock the first time...price shooping is great if there are enough high quality and cust serv in the area to do so with. Unfortunately, in my opinion, there aren't. But, very fortunately for us, Marcye really makes there no reason to price shop. Her prices are always phenominal. I'm really surprised she can keep her shop open with the prices she has...I guess just one of the benefits of the location of the store...keeps rent WAY down and thus keeping our prices on quality that is unmatched still at or better than prices anywhere else I've seen.

Don't get me wrong, it's not that there aren't other great, sometimes even exceptional, fish stores in the area. There are some great owners and great service people at other stores. Some of our sponsors are truely wonderful stores. That being said, Marcye is truely my friend. It's always difficult to run a store and try to be nice to everyone, try to meet everyone that comes in, try to give enough of your time to the business without being all about the business. She has made that happy medium, although I can tell it takes a lot out of her to do so. She works so hard to get it to where the store is now and where it is going, there is absolutely no wonder in my mind as to why her store is blowing up and why everyone says such great things about her.







Back on to topic though, the topic of Aquaholics not replacing the bulb, here is hellolights policy on chipped bulbs in their FAQ's page:

Q. The end of my bulb chipped while I installed it. What can I do??
A. Unfortunately, the manufacturer will not accept any kinds of returns for bulbs broken or chipped by the user. With the exception of bulbs broken in transit, we cannot accept any claims on chipped or broken bulbs. We inspect / test all bulbs before they leave our warehouse to insure they are in new condition, and working. Be extra careful while installing these bulbs.

 

[jay24k]

I always had good experience with Maryce. I also like the fishbowl too. He always took care of me. Those two are the main two I always hit. I haven't bought much lately, but I am Sunday and Marcye got the pieces I want. And what is better is this. I'm saving like 30 bucks from a STOREFRONT over an internet/ebay shop in FL. If anything, you think some of these guys would underprice a storefront. But most of his stuff is super priced anyway.

 

[lusenut2]

I bought some stuff from Aqua Holics in Kiss. and it was way over priced, but they seemed nice to me when I came in. I talked to them about there tanks for well over an hour. I guess I was lucky. lol I will never buy from them again cause it was expensive.