Bad 1st Experience

[kcastle]

After reading reviews that recommended verifying availability prior to placing an order w/ Aquacave, I exercised caution & verified that the skimmer I wanted to purchase would ship by 1/15 if ordered on 1/12. Sounded good to me, so I placed the order. It's now 1/27 and after numerous inquiries on when the skimmer will ship (each time AC pushes the date back 3 days), it's now pushed back another 3 days to the 29th.

The customer service has been poor at best w/ emails going unanswered, having to follow up to receive tracking numbers (I ordered 4 items on this order & paid the additional $8 to facilatate quick shipment - the only item that was shipped the next day out of this $1200 oder was a $10 check valve), and getting the distinct impression that AC never actually checked w/ the skimmer manufacturer regarding deliverability until yesterday.

Please use caution when dealing w/ Aquacave and don't order anything that you need quickly - even if you verify deliverablity before placing the order.

 

[AquaCave]

kcastle,
Please email or call us us with your first and last name and your order number so we can check what was the reason for delay.


Albert

www.aquacave.com

 

[kcastle]

Thanks for the reply Albert. I have called and emailed you several times over the last 3 weeks regarding this skimmer. The reply I received this past Tuesday said the manufacturer didn't initially have the parts needed to construct the skimmer, but would be getting them in mid-week. It's hard for me to understand how the shipping date was verified w/ the manufacturer before I placed the order & numerous times during the subsequent delays - but only this week was it determined that the manufacturer hasn't had the parts he needs. As communicated to the AC rep Wednesday, if the skimmer isn't shipped by this Friday (which is the latest projected shipping date), I'll expect a full and prompt return of my payment for this skimmer.

 

[kcastle]

Albert called & reported the skimmer shipped on the 29th. He was very nice and apologetic. He also gave me a 5% credit for my troubles. I realize that AC is the middleman and doesn't have complete control over when an item ships from the manufacturer. Just something to consider when ordering large items from AC.

 

[DC_40gallon]

Don't trust them, I too am having the same experience, poor communication, didn't tell me after holding my order up that part of my order was on backorder until I opened the box and then I had to call them??

Worst experience I've ever had.

The more I think about it tonight the more i'm goingto tell them when I call back in the morning to give me 100% of my entire order refunded and they can pay to have their stuff shipped back, it's obviously not what I ordered.

I didn't appreciate getting to read a hand written note saying "ATI blue+ on backorder will ship asap".

Yet they mailed me one of the two bulbs...