done

[tphill]

I will never shop at Aquacave again.

 

[ReeferBill]

Tell us why?

 

[Adamc1303]

I feel your pain I won't shop there either! They screwed me once and I ordered again and they screwed me twice! You know what they say, first time shame one them second time shame on me. On my last order I ordered 2 spears 1.5” gate valves. They sell for 35 to 45 everywhere online. They are grey with red handles and work really well. I received a home depot piece of crap gate valve. The white and red ones. That’s called straight up stealing, false advertising & bait and switch. Last time I called them about an issue with my first order they were really rude and unhelpful, I didn't even want waste my breath this time. The only reason I used them is because they and they and premium aquatics (who are hands down the nicest and best people out of all sites) are the closest to me. PA didn't have the valves and my 240g sprung a plumbing leak. Whatever, lesson learned do yourself a favor and shop anywhere else. 70 bucks for 15 bucks of crap that I could have purchased locally. The nerve!

 

[tphill]

We deserve and respect good customer service now a days. I've received good customer service from other places, I've read on these forums about good customer service, such as replacement parts and items being replaced, free of charge when bad. I was offered a phone number!! A phone number to call someone else. I didn't buy the item from that someone else. If that's the best Aquacave can do, I will buy from someone else from now on.

 

[James77]

We deserve and respect good customer service now a days. I've received good customer service from other places, I've read on these forums about good customer service, such as replacement parts and items being replaced, free of charge when bad. I was offered a phone number!! A phone number to call someone else. I didn't buy the item from that someone else. If that's the best Aquacave can do, I will buy from someone else from now on.

Could you provide a little bit more info on exactly what happened?

AquaCave is a retailer, and a retailer can only provide so much support for a product before having to refer you to the manufacturer for warranty support. Some retailers give you a months worth of support, others none....but the manufacturer is the one that made the product, and they are the ones that can repair it.

 

[James77]

I feel your pain I won't shop there either! They screwed me once and I ordered again and they screwed me twice! You know what they say, first time shame one them second time shame on me. On my last order I ordered 2 spears 1.5" gate valves. They sell for 35 to 45 everywhere online. They are grey with red handles and work really well. I received a home depot piece of crap gate valve. The white and red ones. That's called straight up stealing, false advertising & bait and switch. Last time I called them about an issue with my first order they were really rude and unhelpful, I didn't even want waste my breath this time. The only reason I used them is because they and they and premium aquatics (who are hands down the nicest and best people out of all sites) are the closest to me. PA didn't have the valves and my 240g sprung a plumbing leak. Whatever, lesson learned do yourself a favor and shop anywhere else. 70 bucks for 15 bucks of crap that I could have purchased locally. The nerve!

Were they actually listed as Spears Gate Valves? Because I cannot find any listed on their site right now.....

 

[tphill]

Could you provide a little bit more info on exactly what happened?

Retailer's that want to keep a customer's business will take care of that customer.

 

[James77]

Retailer's that want to keep a customer's business will take care of that customer.

They cannot always do that, sometimes warranty has to go directly through the manufacturer.

It is very common practice for a retailer to offer a small period of warranty directly with them, but then require direct dealing with the manufacturer. Some manufacturers like Tunze, EcoTech, Neptune, Digital Aquatics, etc require the retailer to have all warranties sent directly to them.

It would give a better picture if you described exactly what happened. What do you feel went wrong?

 

[Adamc1303]

The reason I never started a thread with a complaint towards a retailer on RC is because there's always someone to come to the retailer's rescue just for pure brown nosing.... Look at every complaint there always someone that wants to save them and make them look like saints. Come on they have to do what's right. And yes it was listed as spears when I ordered I don't know why it's off now or do I?

 

[James77]

I have been on and off with AquaCave for years, and there have definitely been legitimate complaints against them. But saying they did something wrong by referring a customer to a manufacturer for warranty repair, when it is very likely that AquaCave HAS to do that, is plain silly. But the OP could elaborate some on what went wrong. Call that brown nosing on my part if you must :thumbsup:

 

[tphill]

I will not 'elaborate'. However, I will say this. The item in question was not by a manufacturer mentioned above, but has been mentioned on other sites where retailers have replaced the item to the customer, and probably by doing so have a loyal customer. Aquacave decided to give me a phone number, thereby losing me as a customer.

Mentioned above was Tunze as a manufacturer requiring retailers to send all warranties directly to them. I witnessed my LFS exchanging a Tunze Osmolator for a customer last weekend. Retailers can take care of their customers if they choose to!

Adamc1303, there does always seem to be someone supporting poor customer service. Those someones are probably also retailers giving poor customer service.


This is my last response on this subject.

 

[James77]

Sorry...but without knowing the details, it is not going to mean much. Why can you not elaborate on it? You say AquaCave gave you a phone number....for what???? It could range from them referring you legitimately to a manufacturer to them blowing you off and horrible customer service...but you will not let us know more details. Why not?

I am not supporting poor customer service, and I never will. Your responses towards me asking you to simply elaborate are typical of what end up being irrational complaints. I am not saying yours is, but you are not letting us know simple details. I have avoided many companies based solely on poor reviews. I just have zero idea of the details of your experience with AquaCave so I (or anyone else reading this thread)cannot come to a conclusion on if there was actually poor service. Right now I lean towards no....and I am not a huge fan of AquaCave. I have not ordered from them for big chunks of time based on poor reviews in the past. Right now, they are on my "OK" list, but it is always subject to change based on legitimate negative reviews.

But silly me...asking questions when you stated that you will no longer comment on the thread :crazy1:

 

[goofyreefer]

What's the point to this thread if you don't tell anyone what the problem is? That knowledge may help others from making the same mistake.

 

[jimmyj7090]

I will not 'elaborate'. However, I will say this. The item in question was not by a manufacturer mentioned above, but has been mentioned on other sites where retailers have replaced the item to the customer, and probably by doing so have a loyal customer. Aquacave decided to give me a phone number, thereby losing me as a customer.

Mentioned above was Tunze as a manufacturer requiring retailers to send all warranties directly to them. I witnessed my LFS exchanging a Tunze Osmolator for a customer last weekend. Retailers can take care of their customers if they choose to!

Adamc1303, there does always seem to be someone supporting poor customer service. Those someones are probably also retailers giving poor customer service.


This is my last response on this subject.

Your refusal to elaborate at all completely undermines any legitimate complaint you may have. This thread just makes you look silly and irrational.

 

[Adamc1303]

Amazing how Aquacave has't chimed in or cared....

 

[chrisv]

Amazing how Aquacave has't chimed in or cared....

Typical, really.

I too have had bad experiences with these guys. Buyers beware.

 

[James77]

Typical, really.

I too have had bad experiences with these guys. Buyers beware.

You have been posting negative feedback on them for over 2 years, yet I don't see your horror story that you said you would post. I am not trying to call you out, and I already know that I will be accused of supporting or working for AquaCave because of this question....

But what went on with you and AquaCave?

 

[DogueDeBordeaux]

I had a galaxy ballast go out. I could not find my receipt. I emailed a few places I had ordered from in the past. AquaCave, had my receipt on file, and emailed it to me. Then, they handled communication with supplier to get by ballast replaced fast. My experience has been great with AquaCave.

 

[FuzzyZipperbaum]

Well if everyone wants a story...here is mine.

I ordered 2k worth of stuff from them including a $1300 skimmer from Skimz (302)... I emailed to tell them one of the pumps did not work and that I would be happy to take it apart and take a look at it before they sent me a new one but I wanted to make sure it did not void the warranty. I also told them that 2 of the pumps were leaking badly but we would worry about that after the pump. I got the ONLY response back that it was fine to open the pump. Well I fixed it....so I sent an email letting them know they didn't have to send me another Sicca pump but I needed info on how to handle the two pumps that were badly leaking at the base....

I have now emailed 4 times and called once with ZERO response. I can not run the skimmer because one of the leaks is so bad it squirts across the room. I also CCed Skimz on my last email....haven't heard from there either. I ordered this on June 4th....it is now 2+ months.

This is customer service at its worse and Aqua Cave should be ashamed of themselves. Customers can make their own decisions to order from AC...but I still have literally thousands of dollars in new equipment needs and not a penny will to go AC.

 

[James77]

Well that sucks. I would try calling some more.....I would try right when they open, during the middle of the day, and at the end. They really seem to be on or off with communication. I have had emails inquiring about stuff go totally with no reply, and others replied to in minutes.