done

[JoshuaG]

Not a big deal but a small complaint with Aquacave. Ordered a DC pump from them on the 13th that was showing in stock, they called the next day to tell me it wasn't really in stock but they would have them this week. Called today to check, they won't be getting them in until next week and not to me until September at the earliest.

Not acceptable.

 

[erndog1001]

Not a big deal but a small complaint with Aquacave. Ordered a DC pump from them on the 13th that was showing in stock, they called the next day to tell me it wasn't really in stock but they would have them this week. Called today to check, they won't be getting them in until next week and not to me until September at the earliest.

Not acceptable.

I had sort of a similar experience with them. I ordered 2 Kessil LED lights from them which were listed as "in stock" Only to find out after i placed my order that they were if fact shipping from the manufacturer. I wasn't happy.

 

[cubiclewarrior]

The reason I buy from a online retailer is to save money and AquaCave has some great prices. As far as representing the cheap products they carry... I would be expecting that kind of service from a local fish store but not as much from a online retailers/etailers.

Aqua-cave offers quite a few products that are from overseas and I wouldn't expect the quality to be very high on those items or the replacement parts to have GREAT availability... Skimz is out of Singapore lol what were you expecting lol

http://www.skimz.sg/


The skimmer was probably made by a ankle biting child laborer in a make shift sweat shop.... I doubt if the company SKIMZ is more than a 12x20 floor in this building in their industrial park. Then the items get thrown around at the loading docks on both ends and left in shipping containers in the hot sun "the best thing for acrylic LOL" .. It amazes me that the items are even intact by the time they get to the USA.

https://maps.google.com/maps?q=Skimz+Singapore+LLP+5+Ang+Mo+Kio+Industrial+Park+2A+04-30+AMK+Tech+II+Singapore+567760&safe=active&ie=UTF-8&ei=ajkbUqfgFuPu2gXz9YDwDg&ved=0CAoQ_AUoAg


I suppose the real question here is should we be mad at Aquacave for importing that junk from Singapore...

LOL on SKIMZ website it says: filtration systems coming soon... I bet they are waiting until middle school lets our for next summer to get that lineup going....

 

[cubiclewarrior]

Here is a recent photo from inside SKIMZ where they are ramping up production/assembly on their new LIGHTING LINEUP!

 

[TheReefKeeper]

When you see low prices it usually means it's shipping from the MFG how is a company supposed to pay for shipping to their door and sell it again and compete with others online?

If you want to deal with an OEM buy from an OEM and pay more.

Not sure how people think any online retail company is responsible for a MFG quality, shipping times or service? Seems everyone has to complain after they saved 10.00-100.00 on a product. You want Quality and service buy USA!!! or watch a company online and see how they interact with customers day to day. Royal Exclusive is very active hence you get what you pay for and not just with quality of build materials you get service.

I have never bought anything from AC or even talked to them but if I want to save a few bucks I know they are their so no motives behind this post. I own a website and deal with customers daily and this is what I tell them I am very upfront and let them know how I save them money by not stocking products no secret. I'm actually surprised AC has not jumped in to defend themselves another lesson learned for all the onlookers as to just what I was saying up top about companies interactions with customers day to day.

 

[chrisv]

With regard to the comments about an online vender providing substandard quality of service compared to a LFS, all that I can say is that you simply must try some of the other online venders. Premium Aquatics or Marine Depot will sit on the phone and chat with you as long as you like about the products you're interested in and have wonderful and flexible return policies. Luckily, they also price match. Sometimes AC has thebest price on a common item, so I do ask them to match the AC price. They are happy to do it.

It's fine for a company to ship orders directly from the company that makes the product! What's not fine is for the company to claim that the product is "in stock". If the website said "ships directly from manufacturer" this would be okay. What I found offensive was the practice of billing for an item which is "in stock" and then not notifying the customer that a significant portion of the order will not be shipped with the rest of the order and will in fact be delayed for a long period while it is shipped from southeast asia.

 

[cubiclewarrior]

When you see low prices it usually means it's shipping from the MFG how is a company supposed to pay for shipping to their door and sell it again and compete with others online?

If you want to deal with an OEM buy from an OEM and pay more.

Not sure how people think any online retail company is responsible for a MFG quality, shipping times or service? Seems everyone has to complain after they saved 10.00-100.00 on a product. You want Quality and service buy USA!!! or watch a company online and see how they interact with customers day to day. Royal Exclusive is very active hence you get what you pay for and not just with quality of build materials you get service.

I have never bought anything from AC or even talked to them but if I want to save a few bucks I know they are their so no motives behind this post. I own a website and deal with customers daily and this is what I tell them I am very upfront and let them know how I save them money by not stocking products no secret. I'm actually surprised AC has not jumped in to defend themselves another lesson learned for all the onlookers as to just what I was saying up top about companies interactions with customers day to day.

x2

 

[TheReefKeeper]

It's fine for a company to ship orders directly from the company that makes the product! What's not fine is for the company to claim that the product is "in stock". If the website said "ships directly from manufacturer" this would be okay. What I found offensive was the practice of billing for an item which is "in stock" and then not notifying the customer that a significant portion of the order will not be shipped with the rest of the order and will in fact be delayed for a long period while it is shipped from southeast asia.

For the most part I agree with you but again it's all about distributer/Vendor communication/Relationship if it is not communicated that a overseas company can not ship in its normal 2-3 days turn around because of MFG issues or delays for who knows what reasons then the distributers look bad.

May be we should be looking at the Vendor for poor communication with their retailers and not keeping them informed. The store should contact you and give a refund option as soon as they find out their is more than normal delay this is my policy with all my customers and I also let them know that I am not holding their money if they want it back they can take it an time they are not my hostage. This is the only poor job I see of the (retailers not informing of an over expected delay and offering refunds).

Seems meek to :deadhorse:and I'm sure I'm 95% correct with all of the assumptions I have made since I mfg. overseas and do the whole container thing with our products. In no way do I not understand what you are saying but I also know the retailers side too and like to inform buyers so they are not clueless. Sometimes it's out of retailers control trust me but their are ways of making customers happy even with delays.

 

[chrisv]

The store should contact you and give a refund option as soon as they find out their is more than normal delay this is my policy with all my customers and I also let them know that I am not holding their money if they want it back they can take it an time they are not my hostage. This is the only poor job I see of the (retailers not informing of an over expected delay and offering refunds).

And what you describe sounds like an honest business practice. I'm sure your customers appreciate the upfront honesty.

 

[AquaCave]

Re: done

Hello Reef Central Family,

First and foremost, I would like to introduce myself. My name is Amanda and I am the Director of Marketing at AquaCave. I will be monitoring the forums from now on, checking them on a regular basis. I would like to apologize for the delay in response as we have been transitioning and thank you for your understanding.

The negativity that seems to be present is saddening and I hope that we all can all work together and go from here to make AquaCave everything that you want and more. Your opinions that have been expressed are not ignored and have been passed on to the owner. You have a voice and we want to hear it!

If you have any questions please feel free to post a forum topic or private message and I will respond to you within 2 business days (even if it's to say that I need more time LOL). Have a great day!

Sincerely, Amanda :fish2: