After having read several complaints about MarineDepot's customer service, I think it only appropriate that I pass of the positive experience of my most recent order.
On December 9th, I placed an order for a EuroReef ES5-3 skimmer and a CSL 2x40 light fixture. The light was for my nano tank, the skimmer was an upgrade for my wife's 75g reef tank for Christmas. I placed the order after hours, so I wasn't surprised that it wasn't processed until the next day.
On the 10th I received an email saying that they were out of stock on the light fixture (I wasn't really suprised at this, since it had been the first item in the "featured items" list for a long time), but that more were expected on the next shipment from CSL on Friday.
On Friday (the 12th), in the afternoon, I received another email that said that my light hadn't arrived in the shipment, and that MD would be checking with CSL to be sure the light wasn't on back order. I was offered the opportunity at that time to cancel my order (and the rep was even so kind as to offer me to locate me a retailer who had my light in stock) or to have my skimmer shipped out ASAP, or to wait until the following Friday when the next shipment from CSL was due. I opted to wait.
On Friday the 19th, again CSL did not send the light, but I was at that time assured that CSL had been contacted and the light would be on the next shipment on Christmas Eve. I found it pleasantly surprising that I'd now had three e-mails keeping me completely appraised of a situation completely out of MD's control.
On Christmas Eve, my lights were finally in the shipment to MD. I received my confirmation of the packaging and shipping registration to UPS AFTER HOURS on Christmas Eve. Not surprisingly, UPS didn't pick up the boxes until the 26th, but again I was impressed that someone stayed late the day before a holiday to make sure my shipment would go out as soon as possible.
The lights and skimmer arrived the following Friday, exactly as promised, even through UPS's abbreviated holiday schedule and went in service that day. Everything was exactly what I'd expected, and I assure you I'll continue to give Marine Depot my business in the future.
-- One very satisfied customer
P.S. It occurs to me that the complaints against Marine Depot seem to come from the same people, who also seem to claim to have spent large amounts of money on previous orders, and yet the orders they dispute seem very small. Just me, perhaps, but it doesn't pass my "common sense filter."
On December 9th, I placed an order for a EuroReef ES5-3 skimmer and a CSL 2x40 light fixture. The light was for my nano tank, the skimmer was an upgrade for my wife's 75g reef tank for Christmas. I placed the order after hours, so I wasn't surprised that it wasn't processed until the next day.
On the 10th I received an email saying that they were out of stock on the light fixture (I wasn't really suprised at this, since it had been the first item in the "featured items" list for a long time), but that more were expected on the next shipment from CSL on Friday.
On Friday (the 12th), in the afternoon, I received another email that said that my light hadn't arrived in the shipment, and that MD would be checking with CSL to be sure the light wasn't on back order. I was offered the opportunity at that time to cancel my order (and the rep was even so kind as to offer me to locate me a retailer who had my light in stock) or to have my skimmer shipped out ASAP, or to wait until the following Friday when the next shipment from CSL was due. I opted to wait.
On Friday the 19th, again CSL did not send the light, but I was at that time assured that CSL had been contacted and the light would be on the next shipment on Christmas Eve. I found it pleasantly surprising that I'd now had three e-mails keeping me completely appraised of a situation completely out of MD's control.
On Christmas Eve, my lights were finally in the shipment to MD. I received my confirmation of the packaging and shipping registration to UPS AFTER HOURS on Christmas Eve. Not surprisingly, UPS didn't pick up the boxes until the 26th, but again I was impressed that someone stayed late the day before a holiday to make sure my shipment would go out as soon as possible.
The lights and skimmer arrived the following Friday, exactly as promised, even through UPS's abbreviated holiday schedule and went in service that day. Everything was exactly what I'd expected, and I assure you I'll continue to give Marine Depot my business in the future.
-- One very satisfied customer
P.S. It occurs to me that the complaints against Marine Depot seem to come from the same people, who also seem to claim to have spent large amounts of money on previous orders, and yet the orders they dispute seem very small. Just me, perhaps, but it doesn't pass my "common sense filter."
