Do not buy from aquacave!

[Snausy]

Hi everyone, I bought five t-5 bulbs from aquacave last week. Only four of them arrived working. I called "Enrico" the next morning(bulbs arrived at 6pm) and the run-around began.

First he tells me that he needs to contact ATI and then call me back. The NEXT DAY I call back and talk to someone else who says they will ship me a new bulb immediately and that they wouldn't need to talk to ATI since I just got them the day before I called.

So I wait until monday to see if they were shipped, and nothing...so I call "Enrico" back and he tells me again how he has trouble with ATI blah blah blah. I don't really care, I gave my money to AQUACAVE not ATI and it's way before the 30 day return policy.

So yesterday "enrico" gives me the run-around again promising me that he'll ship them out(they didn't) and now they won't even answer the phone? Yes it's only 3:44 pm, I think they are still open. Enrico promised me that they would ship it out to me twice now and it still hasn't happened.

I'm getting the major run-around and I will NEVER buy anything from you again. This is pathetic. When someone calls you the DAY AFTER recieving your product to say it's not working you need to fix that, not give me the run-around. I have plenty of options out there to buy bulbs. I need to give my money to people that care about their reputation.

I feel like you are just going to keep promising me lies until 30 days is up so you can then say "It's after the 30 day policy so you have to deal with ATI now."

I'm stunned that something that ships not working isn't replaced immediately. I would expect nothing less from vendors like you. What is the problem here? I would HIGHLY recommend staying away to anyone else. If your product works, great. If it doesn't you are about to find out their level of customer-service. I'm still hoping that I can get some help here, I mean it's only been a couple days since delivery, but I'm very discouraged.

 

[Snausy]

This has now been resolved and they sent me a new bulb. Why is it always the squeaky wheel that gets the grease? Maybe I don't feel like complaining and demanding and calling back everyday to get what I deserve as a customer?

I appreciate finally getting things ironed out but I'm not deleting my post because I was pretty upset about how I was being treated. My life is full of nonsense already, no need for this kind of thing adding to my stress level.

 

[pbnj]

This is ridiculous. Seems like the real problem is that you have absolutely no patience. Give them a chance to make it right, why don't you, before you go trying to blemish the reputation of a great vendor....sheesh.

 

[aleonn]

I agree that patience is a requirement in this hobby

 

[BurN]

I enjoy doing business with aquacave. They give 110% to the customer and offer great prices. Rubbish thread.

 

[Snausy]

I agree with you all about having patience. I apologize for my tone but to be honest, I was pretty dang frustrated when I posted this.

Having patience is not a problem for me. If you tell me "it'll take a few days" then fine I can wait. It was the conflicting information I was recieving and the lack of communication.

I would like to point out that I've enjoyed buying things from aquacave many times before as well. I just never had any issues with anything that I bought before.

Again, sorry for my initial tone and say what you want about me but all it would've taken was a simple "we'll get this dealt with right away and ship you a new bulb". Not having me forced to call back four times and having to explain the situation each time like it's the first time.

Cheers everyone, alls well that ends well I suppose. I apologize if I hurt anyone's feelings but it is what it is. I'd edit the thread title if I could to say something like "Need help with return" or something. If a moderator can do that maybe you could for me thanks

 

[purge43]

i never buy ANy bulbs online , I learned my lesson more then once.

 

[AquaCave]

Snausy,

I know it seems a bit like a run-a-round when it comes to getting warranty over any type of bulbs. However, we are not the manufacturer of any of the products we sell, we are one of their distributor's and we need to work within their policy for us to be credited.

To be honest with you, they even ask for me to send the broken bulb to their location for testing and we did not see eye to eye on this type of solution in order to replace your bulb. However, we sent your bulb without their blessing and finally they now agreed to warrant your bulb.

If we have waited for the approval, then we would have shipped your bulb yesterday and ask for you to send the bulb to their location at your expense/to ensure that you dont incure any additional charge to your account.

We have sent you the T5 bulb earlier than your post in RC but unfortunately the tracking information went to your spam before you posted in RC.

All is water under the bridge, and we hope your enjoying your new bulbs. We use them in our shop and it rocks...

Thanks guys we appreciate your kind remarks as always.
Enrico
(we all have good days and bad days)

 

[AquaCave]

Snausy,

I know it seems a bit like a run-a-round when it comes to getting warranty over any type of bulbs. However, we are not the manufacturer of any of the products we sell, we are one of their distributor's and we need to work within their policy for us to be credited.

To be honest with you, they even ask for me to send the broken bulb to their location for testing and we did not see eye to eye on this type of solution in order to replace your bulb. However, we sent your bulb without their blessing and finally they now agreed to warrant your bulb.

If we have waited for the approval, then we would have shipped your bulb yesterday and ask for you to send the bulb to their location at your expense/to ensure that you dont incure any additional charge to your account.

We have sent you the T5 bulb earlier than your post in RC but unfortunately the tracking information went to your spam before you posted in RC.

All is water under the bridge, and we hope your enjoying your new bulbs. We use them in our shop and it rocks...

Thanks guys we appreciate your kind remarks as always.
Enrico
(we all have good days and bad days)

 

[Snausy]

We do indeed Enrico. Thanks for the reply.

I wasn't aware that you had to get ATI's "blessing" to return my bulb. Your return policy states that after 30 days I deal with ATI. I just assumed that means anything before 30 days I deal with you, the seller. Curious what happens if they don't give you their "blessing"?

Maybe just a callback like you promised so I knew what was going on and all this could've been avoided? *shrugs*

What's done is done. Time to enjoy some fishtank! :thumbsup:

 

[nixer]

This is ridiculous. Seems like the real problem is that you have absolutely no patience. Give them a chance to make it right, why don't you, before you go trying to blemish the reputation of a great vendor....sheesh.

hardly a great vendor. if those other 417 threads were still here you would seen the same issues with aquacave time after time again

 

[James77]

Those 417rolleyes threads fall pretty quickly when they are not being bumped by the same people that cannot move on.

 

[kichimark]

I have ordered numerous times from aquacave and just placed an order last week for t5 bulbs. They have always been great and the packaging has been awesome.

 

[RadmanSD]

Not Rubbish

Not Rubbish

I enjoy doing business with aquacave. They give 110% to the customer and offer great prices. Rubbish thread.

Not complete Rubbish. They lost my business, because they refuse to ship to an alternate address from what my credit card is registered to... which seems very weird to me as most other companies ask for both billing and shipping addresses.

My case is somewhat specialized due the the housing development I live in. The developer changed the mail address (via USPS) to a PO BOX... and USPS will only deliver there. Well UPS and Fed EX don't deliver to PO Boxes... and so they need the Physical Address... the problem arrises if something is sent to the physical address via USPS, it is never delivered and some times get lost....(wierd, I agree) We call it the black hole...

But Aquacave refused to ship to phyical address because it was different from my Credit card mailing address.... And they insisted upon using UPS. And this was after 3 days of trying to explain the situatiuon.. They simply denied/canceled my order....

Not good customer service in my opinion.... So Marine Depot got my order...

 

[gjh289]

I have ordered numerous times for Aqua Cave and no issues. I even called the other night with some questions about ballasts and they stopped what they were doing and took the time to explain things. So far nothing but great customer service.

 

[QUASIMOTO]

I have to post my experiences as well.....

I recently reviewed my recent orders from AQUA-CAVE...... Wow! Im definitly not letting my wife see that list!

Needless to say, ive spent some serious change with this company. My most recent purchase, a sro-3000 skimmer, was delived to my door in just 2 days!!! super packing, super quick, and super pricing!!

They definitly will continue to have my business

 

[SPotter]

I've ordered several times from them and have nothing but an awesome experience with them. A couple of times they were out of something I ordered so they called me to discuss why I was ordering the item and made suggestions for an alternative option.

 

[jurabals]

Poor Turnaround

Poor Turnaround

So far it has been five days since i placed my orders and aquacave still hasn't shipped my product. Their policy is that orders will be processed/shipped within 24 hrs and they should abide by that. This is the first time I've ordered from them and will be the last!

 

[tozzi]

I have ordered numerous times for Aqua Cave and no issues. I even called the other night with some questions about ballasts and they stopped what they were doing and took the time to explain things. So far nothing but great customer service.

+1, They always take time to answer my ?'s. I like those guys!

As far as them giving u the run around, they do contact the company to warranty the replacement. If they just shipped u a new bulb then they have to pay for it out of their pocket if ati wasnt making good for it. Cant blame em, we'd all do the same, its business. Places wouldnt stay open long without polices like this to cover them. I know it stinks being the guy who paid for somethin that arrives not workin, but u have to look from both sides

 

[Burly]

I have always been very happy with Aquacave. They remain my number one choice.