AquaCave = Bad Service

[rort]

I have been given the run around from this company from the first time I tried to purchase anything from them. My first and LAST purchase is a Octopus DNW 150 Skimmer. The problems started even before I received the skimmer. They took my $ and then two weeks later, no skimmer, no tracking # I CALL THEM to find out that they never had it in stock when their website clearly said it did. It took another week to get the skimmer and when I received it wasn't working properly. I tried to contact them with in 20days after purchase and no response. multiple phone calls and emails. NO RESPONSE

Have tried to contact in the last 2 weeks and again NOTHING. Finally got a hold of them on the phone but am extremely disappointed and will NEVER be buying from them again.

BUYER BEWARE!!!!!

 

[AquaCave]

Roberto,
You did not indicate that you have any customer service issues when I talked to you earlier today. It's always more productive to discuss these issues in person so we can come up with the best solution for the problem.
Just to recap:
You purchased this skimmer from us on 08/28/2008. It was out of stock at that time and CoralVue was waiting for their shipment to arrive. Once these skimmers became available your unit shipped out immediately. It was shipped on 09/08/08 and delivered to you on 09/11/08.
These skimmers are covered with one year warranty and Coralvue is handling all warranty issues for us.
Today you indicated that your pump is not working correctly so we instructed you to contact David at Coralvue to have the pump replaced. It was about 10 min. before you posted your comment here.
Like I stated earlier, if you have any issues and you would like to discuss them please do not hesitate to call me at 847-775-0640.


Albert

 

[tcarroll]

Poor Service

Poor Service

I know the feeling my friend,lesson learned for sure on this end.Buyer Beware!

 

[AquaCave]

Tim,
Your pump is covered with one year warranty. If it is not working properly please contact Coralvue and they will fix/replace it for you.
If you need Coralvue contact information please let me know and I will send it to you.


Albert

 

[tcarroll]

Bad Pump

Bad Pump

Albert,

I purchased the pump from yall.You should handle the warranty for me for the first thirty or sixty days from purchase.You should back the products you sell.Other Online Retailers take care of there customers and that's why they return to purchase from them.

 

[tcarroll]

Bad Service

Bad Service

Aquacave =Bad Service

 

[Ultium]

Wow,

I have had an ongoin issue with Aquacave for three months now over the Octopus BH300f.

They did not bother to even reply to me for over four weeks. Finally they sent me through the troubleshooting process, admited the product was defective and promised me in writing via email it would be replaced. They have recently recanted on this promise.

Over three months and I have been through more hell with AquaCave than any other online vendor I have dealt with.

This company does not care about customer experience. I strongly urge everyone to not gamble with your money on them and go else where.

 

[Jeff]

I have had nothing but great service from Aquacave. I am only 20 miles away so I get things next day. Albert also honors our club's discount. With the almost free shipping they are offering and the club discount, I cant imagine ordering from anyone else.
Sorry to hear that you two guys are claiming problems.

 

[Ultium]

Well, I have been on multiple forums and have heard many other issues with them. I am very glad that you are having a good experience with them as I would not wish my experience on anyone. And it is good the hear that they treat their local population well, but that is not always the case for AquaCave when it comes to many of the rest of us.

Cheers mate, and happy reef keeping.

 

[Jeff]

<a href=showthread.php?s=&postid=14342834#post14342834 target=_blank>Originally posted</a> by Ultium
Well, I have been on multiple forums and have heard many other issues with them. I am very glad that you are having a good experience with them as I would not wish my experience on anyone. And it is good the hear that they treat their local population well, but that is not always the case for AquaCave when it comes to many of the rest of us.

Cheers mate, and happy reef keeping.

Can you put up some links to the many other issues or pm them to me? I want to give you the benefit of the doubt but I dont get anything when I google it. This is the first bad thing I have ever heard about them and I check the sponsor forums often.

 

[Ultium]

I will consider pm'ing some of these to you, but most I have are discussions I have had via PM from others on many other boards when I post my issues with AquaCave. On this board alone you can find three or four issues in this forum and three or four more in the Reefkeeping forum where I posted my AquaCave experiences. Even these issues that you can read right now are something I cannot find by using google. However, I am working to change some of that by getting my blog about my AquaCave experiences to be toward the top of the first page on google, and that may take a while, as I just started the blog today. But you have given me a good idea. I will collect every link I find with bad customer experiences and Aquacave and include that on my blog as time goes on.

Issues have involved mostly non responsive customer service, some billing screw ups that were not promptly fixed, and there have been other people who have run into serious problems when it comes to AquaCave and Coralvue's relationship and how they seem to pass the buck between each other so that in the end the customer's problem is not fixed.

But the bottom line for me is that I received a defective product, it has never been replaced, I have been given the runaround for over three months now, I was promised in writing it would be replaced, and the promise was not honored.

 

[Jeff]

Good luck to you with your blog and quest .

 

[Ultium]

Thank you! I will be sure to post updates here and else where as time goes on.

 

[Jeff]

<a href=showthread.php?s=&postid=14343294#post14343294 target=_blank>Originally posted</a> by Ultium
Thank you! I will be sure to post updates here and else where as time goes on.

Good idea, it will be like two blogs regarding Aquacave.

 

[Ultium]

Hey, if you do not support me in this fine. I had thought you were moving on since you already wished me luck, but if you want to discuss this further be my guest. You are welcome to PM me as well.

 

[SALT WATER CRAZ]

I ordered a big order threw them and everything was in stock but the skimmer witch was drop shipped.


All I can say is that aquacave shipped ever thing I ordered in a timely mater. There was some broken teflon screws that held down the pump for my Geo 818, but they took care of it. At first they set me the wrong replacement screws but they sent the right ones out as soon as I called them.

 

[Josh Candiotti]

Club Discount

Club Discount

<a href=showthread.php?s=&postid=14342793#post14342793 target=_blank>Originally posted</a> by Jeff
I have had nothing but great service from Aquacave. I am only 20 miles away so I get things next day. Albert also honors our club's discount. With the almost free shipping they are offering and the club discount, I cant imagine ordering from anyone else.
Sorry to hear that you two guys are claiming problems.

Is the club discount refering to Reefcentral. Or another club?

 

[Jeff]

Local club.

 

[BlakDuc]

I have had nothing but good experiences as well. You can't expect the small business owner to take it in the shorts every time someone has an issue. That is why the manufacturers have a warranty. Albert offered you some recourse, but instead you chose to come on here and bash a well respected company. I placed a large order with them a while back, 1 item being an Octopus skimmer that was on back order. The whole order was delivered, then I got a call to come pick the skimmer up as soon as the truck pulled up to the door. I only live 10 minutes from them, so it is a lot easier for me than most. Every time I have been there, Albert and the rest of the crew have gone out of their way to make sure that I am happy. That is what customer service is all about IMO.

 

[rort]

I am glad that the customers that live close to Aquacave have a great experience! But don't you see the tie between shipping orders and more upset customers.

I am not trying to bash anyone. I am explaing my own, personal buying experience with this company, that is why these vendor forums are here. I worked for a small family business and you can't always make people happy, but when communication is completely disregarded for almost 3 months? That isn't customer service.

And that's MY experience. If you would like to share your own experience please start your own thread.