Disappointed by your shipping department....... once again.

[Snootch]

I just received the order I placed couple of days ago.
Among other items I ordered Red Sea Coral Pro Salt mix 175gal bucket.

This is what I got:

I'm sorry but this is CLEARLY NOT a bucket of salt.
How long will that supposed to last once I brake that plastic trash bag open to make the 1st batch of water. Perhaps I should run over to home depot and buy a plastic bucket so I have something to store the salt mix in?
I ordered over $175 to qualify for free shipping but this is JUST NOT RIGHT !
Am I being unreasonable here?:furious:

KC

 

[MarineDepot]

We will send you a new bucket

We will send you a new bucket

I just received the order I placed couple of days ago.
Among other items I ordered Red Sea Coral Pro Salt mix 175gal bucket.

I'm sorry but this is CLEARLY NOT a bucket of salt.
How long will that supposed to last once I brake that plastic trash bag open to make the 1st batch of water. Perhaps I should run over to home depot and buy a plastic bucket so I have something to store the salt mix in?
I ordered over $175 to qualify for free shipping but this is JUST NOT RIGHT !
Am I being unreasonable here?:furious:

KC

Hey, Snootch. We agree"”that is clearly not a bucket of salt.

We do not ship Red Sea Coral Pro 175-Gallon Salt Mixes in bags. They do come in buckets, like the photograph on our website (and referenced in your screenshot).

It appears, from the photographs and box labels, UPS cracked the bucket and repackaged the contents in a bag for safe transport. We admit this is unacceptable and not what you paid for.

Please contact our customer service department directly at 1-800-566-FISH (3474) so we can file a claim with UPS and ship you a new bucket of salt mix. Any representative will be able to assist you with this matter. We will be anticipating your call.

Please accept our sincere apology for the inconvenience and undue frustration. You are not being unreasonable whatsoever and we are glad you brought this to our attention.

If you've experienced shipping problems with past orders, we encourage you to bring them up when you call. Your satisfaction is important to us! We never want you to have a bad shopping experience and hope you'll give us the opportunity to make things right.

 

[Snootch]

Obviously, I owe you an apology.
I jumped the gun assuming this is your way of saving on shipping costs.
The thought of UPS covering up for their mishandling of packages never even crossed my mind.
I never heard of this before but after more careful inspection that was clearly the case here.

Regards,
KC

 

[MarineDepot]

No Problemo!

No Problemo!

Obviously, I owe you an apology.
I jumped the gun assuming this is your way of saving on shipping costs.
The thought of UPS covering up for their mishandling of packages never even crossed my mind.
I never heard of this before but after more careful inspection that was clearly the case here.

Regards,
KC

No apology necessary, Snootch"”all in a day's work. This isn't exactly common, although it's nothing we haven't seen before. Feel free to follow up and let us know things were resolved to your satisfaction.

Have a great weekend!

 

[MTWiley]

I've bought that exact same product from MarineDepot.com multiple times in the past and they usually to just slap a UPS label on the bucket.

 

[sainty333]

I used to work at ups and I know for a fact that they will try to "repair" packages that are ripped open. Looks like thats the case here. On a very positive note...42 mins after original post, marine depot responds and makes it right!

 

[PokerReefer]

This is an unfortunate occurance that turns out to be the fault of Ups. I understand you being upset as I would have as well. I have ordered from Marine depot MANY times and have always had a great experience. Glad to see things resolved.

 

[SjadeD]

I received my T-5 Nova Extreme Pro 36" from them today and it was double packaged. No damage at all. Great company!

 

[Snootch]

sainty333, you're right. Marine Depot responded quickly to this post and made it right once I called them. But guess WHAT !!???? The replacement bucket showed up today.....DAMAGED AGAIN!!! This time the morons at UPS cracked the bucket and used clear shipping tape to keep the lid on. I that wasn't enough, I got hung up on twice the minute I mentioned a damaged package when I called them ( UPS ) about it . I give up, I'm going to start buying salt mix locally from now on. Thanks for TRYING to make it right MD.

 

[sainty333]

That is some bad luck. Maybe you should stay inside and away from sharp objects for a few days! Being in FL, can't you just head out to the beach and grab some water? Some 5 gallon buckets, a pickup and your in business!!

 

[Hawkingcolorado]

I feel your pain..I hate UPS..I've had multiple problems with them...Just happened again on friday. I got the "exception" notice when tracking a package.
Seems like they couldn't deliver the package due to a little snow..They are lame....

 

[GTR]

After I collected 20+ empty salt buckets I starting ordering cases of bagged salt. :lol:

 

[MarineDepot]

Your Salt Mix

Your Salt Mix

sainty333, you're right. Marine Depot responded quickly to this post and made it right once I called them. But guess WHAT !!???? The replacement bucket showed up today.....DAMAGED AGAIN!!! This time the morons at UPS cracked the bucket and used clear shipping tape to keep the lid on. I that wasn't enough, I got hung up on twice the minute I mentioned a damaged package when I called them ( UPS ) about it . I give up, I'm going to start buying salt mix locally from now on. Thanks for TRYING to make it right MD.

Hi, Snootch! We apologize on behalf of UPS for the cracked bucket and poor customer service. If you deem the current shipment unacceptable, please give us a ring at 1-800-566-FISH (3474) or send us an email so we can make you a satisfied customer.

We understand why you would think twice about buying salt mix online in the future. It is disheartening for all parties when orders do not go smoothly. Please let us know if there is anything we can do to help.

 

[Seahorse NJRC]

Now, I have to wonder how my salt bucket is going to fair.

 

[Seahorse NJRC]

Got my order and I am not impressed. My deltec skimmer is not functional. Looks like it is missing pieces, suction pipe snapped off. I am not happy. My salt is in a zip tied bag in the bucket (lid off) in a box. I'm not a happy camper.

 

[MarineDepot]

Please contact us: 1-800-566-fish (3474)

Please contact us: 1-800-566-fish (3474)

Got my order and I am not impressed. My deltec skimmer is not functional. Looks like it is missing pieces, suction pipe snapped off. I am not happy. My salt is in a zip tied bag in the bucket (lid off) in a box. I'm not a happy camper.

Hi, Gemmy. This sounds like a lousy way to start your weekend. Please accept our sincere apologies!

Please give us the opportunity to make things right here. The last thing we want is for you to have an inoperable protein skimmer and unusable salt.

The salt mix snafu, unfortunately, sounds similar to the situation Snootch described above. What we'll likely do in this instance is file a claim with UPS and ship you a new bucket of salt if what was delivered is incomplete or unusable.

As far as the protein skimmer, we can help you identify what, if any, parts are missing. We may be able to send you a replacement suction pipe and the missing parts to get what you have up and running. If not, then we'll replace the skimmer entirely.

We stock some of the faster moving Deltec skimmers in our warehouse; many of the larger sizes are drop-shipped directly from the manufacturer. Regardless of where the protein skimmer came from, we can assure you that we're going to get you a working skimmer one way or the other.

Please contact us immediately at 1-800-566-FISH (3474) to speak with our customer service team. We will work to get these problems resolved as quickly as possible so that you walk away from all this with a (mostly) favorable experience and products you can use for your tank without worrying if they will fail you.

 

[milkman55]

This is not a problem Marine Depot can solve. I order my Red Sea Pro Salt from them and all but one bucket has come in cracked. The Red Sea buckets are thinner material thn IO or RC buckets. I still use the salt because it's the best, but all the buckets end up being trash.

We need to email or post in Red Sea's forum that they need to beef up their buckets.

As you can see from the above posts, Marine Depot as exceptional customer service, but they can't make up for the mfg skimping on the material in the bucket.

 

[James77]

sainty333, you're right. Marine Depot responded quickly to this post and made it right once I called them. But guess WHAT !!???? The replacement bucket showed up today.....DAMAGED AGAIN!!! This time the morons at UPS cracked the bucket and used clear shipping tape to keep the lid on. I that wasn't enough, I got hung up on twice the minute I mentioned a damaged package when I called them ( UPS ) about it . I give up, I'm going to start buying salt mix locally from now on. Thanks for TRYING to make it right MD

Not defending UPS or anything, nor do I work for them. It is just the nature of the automated shipping at UPS, it is just not good at handling fragile things. I know a bucket of salt is not really "fragile", but those plastic buckets are pretty cheap and I have cracked many not even trying . Drop one more than several incehs full of salt and it can crack rigth open.

Not that you deserve to get cracked bucket , just that the people at UPS would love to get it to you intact if it was 100% in their control. I think morons is too far, just saying.

I do buy salt local as well. I have fared well between UPS and FedEx with intact buckets, but i have found it local for far cheaper than i can with even the best sale and coupon codes.

 

[jefstathiou]

Very impressed with the quick responses from Marine Depot. It's been quite some time since I have seen a retailer really pay attention to the needs and concerns of their customers. Can't say that I have had that experience with the company I currently use. Next order will be with Marine Depot.

 

[Tornader]

I bought a whole bunch of stuff from them! NEVER a problem! Keep it up!