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

[Seahorse NJRC]

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.

Thanks! I contacted customer service and my new piece is going to be shipped out this week. It was just an extremely frustrating Friday for me. I had 3 packages delivered and an issue with each one.

 

[MarineDepot]

Thank you all so much for sharing!

Thank you all so much for sharing!

I have ordered from Marine depot MANY times and have always had a great experience. Glad to see things resolved.

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

As you can see from the above posts, Marine Depot as exceptional customer service

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.

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

We just wanted to take a moment to thank each of you for posting about your positive experiences/impressions with our company. Shoppers often post only when they have a problem"”which we totally understand and in no way discourage"”but it's also gratifying to hear about the favorable shopping experiences, too.

We want aquarium hobbyists to hold us accountable. It drives and motivates us to constantly improve all aspects of our business. We do not shrug off your feedback. On the contrary, we have lengthy discussions in department and management meetings about what you tell us online, in emails and over the telephone.

We consider everyone to be lifelong customers and don't want to lose anyone over something minor. We'd rather take a monetary loss and leave you with a favorable lasting impression.

 

[MarineDepot]

Please Follow Up!

Please Follow Up!

Thanks! I contacted customer service and my new piece is going to be shipped out this week. It was just an extremely frustrating Friday for me. I had 3 packages delivered and an issue with each one.

We completely understand and are very sorry for starting your weekend off on the wrong foot. We are glad to hear you reached out to our customer service team, though! Please follow up in this thread and let us know how things worked out for you.

:fish1:

 

[Snootch]

Don't get me wrong, I've ordered from Marine Depot 4 times in the last 12 months.
I was 100% satisfied with 2 of the orders, 3rd one had an issue with 2 items shipped ( not the size that was ordered ) but was quickly corrected by the customer service department. And you already know my experience with the salt mix order. Overall, I've had positive experiences with your company and will continue to use it for my other aquarium supplies....just not the buckets of salt.
I placed an order last week with Premium Aquatics for the same bucket of salt just to see if the UPS was to blame. It arrived yesterday in 100% PEFECT condition but they don't just slap a shipping label on it and hope for the best. PA ships the bucket in the cardboard box.....perhaps something you should look into.

 

[MarineDepot]

Thank you for the insight!

Thank you for the insight!

Don't get me wrong, I've ordered from Marine Depot 4 times in the last 12 months.
I was 100% satisfied with 2 of the orders, 3rd one had an issue with 2 items shipped ( not the size that was ordered ) but was quickly corrected by the customer service department. And you already know my experience with the salt mix order. Overall, I've had positive experiences with your company and will continue to use it for my other aquarium supplies....just not the buckets of salt.
I placed an order last week with Premium Aquatics for the same bucket of salt just to see if the UPS was to blame. It arrived yesterday in 100% PEFECT condition but they don't just slap a shipping label on it and hope for the best. PA ships the bucket in the cardboard box.....perhaps something you should look into.

Thank you for the insight, Snootch! We've shared your post with our Director of Operations for consideration.

:mtool:

 

[Seahorse NJRC]

We completely understand and are very sorry for starting your weekend off on the wrong foot. We are glad to hear you reached out to our customer service team, though! Please follow up in this thread and let us know how things worked out for you.

:fish1:

Woohoo!! I got my collection cup today. Everything was completely intact. Honestly, with the packaging I don't think it could have been destroyed in shipping. It was wrapped in 3" thick bubble wrap, air bags were added to the box, and packing peanuts on top of that. I plan on hooking up the skimmer tonight.

 

[MarineDepot]

Have a great weekend!

Have a great weekend!

Woohoo!! I got my collection cup today. Everything was completely intact. Honestly, with the packaging I don't think it could have been destroyed in shipping. It was wrapped in 3" thick bubble wrap, air bags were added to the box, and packing peanuts on top of that. I plan on hooking up the skimmer tonight.

Terrific news! Glad to hear it arrived safely. :celeb3: