Frustrated with Premium Aquatics

[layer3switchguy]

Folks,

Does PA typically send out a tracking number for orders placed? I was traveling this week, and placed an order Thursday night for $700 worth of Live Rock for Saturday delivery. (I paid the extra Sat delivery fee, etc) I never received any sort of tracking info, just an email confirming the order. My new tank is being delivered today, and I was hoping to get the aquascape done this weekend.... My guess is the rock won't ship until Monday, for delivery Tuesday, (despite emphasizing Saturday delivery and paying the fees for it) which will be a major issue, as work and travel commitments will get in the way of placing the rock either in a holding tank or the main display. I've tried to call PA, but get an answering machine.

I must admit, I'm pretty disappointed so far...

L3

 

[Shlbear]

Sorry to hear about that. If you e-mail me I can look up the order and see if I can figure out what happened. michelle@premiumaquatics.com

Michelle

 

[jasonfrey]

Hi,

If you haven't already emailed Michelle, please CC me a copy as well to sales@premiumaquatics.com and i can check as well. I often check emails later in the evening, when possible.

We do email out tracking at the end of the day, so I have a feeling there was some type of problem, maybe something out of stock, shipping issue or credit card etc.

thanks

 

[Todd March]

Uhhh, I never got a tracking number either--which did not concern me--my substrate order wasn't semi-urgent like L3's rock, but none the less I never did get any sort of "WE SHIPPED" message or tracking number. And most other aquatic net places I have placed orders with--Marine Depot, Aqua Cave, Dr. Fosters/Smith--ALL send this info ("We shipped, here's the tracking number...")

Just wanted to give you guys the heads up--your service has always been excellent, and I was a little surprised at this, since it seems the standard nowadays for web ordering...

 

[jasonfrey]

Hi Todd,

Sorry if you did not receive an email. We actually send out two separate emails every night. A your order is shipped with the tracking numbers linked to every product you ordered and then a 2nd email that is basically a copy of your invoice with the prices, totals etc.

So not sure why you didn't receive it, unless we had your email address wrong, or they got caught in your spam folder?

 

[Todd March]

Jason, nothing in spam or trash folders in my email--I will check my email address online with you folks in account settings--maybe that is wrong...?

Thanks again....

Todd

P.S. Yep--that was it--you guys had an email from a couple of years ago...! My apologies!

 

[jasonfrey]

Hi Todd,

No problem. If you want to email me at sales@premiumaquatics.com with your new email, i'll make sure our offline is updated too. When you place a new order online, it should update it automatically, but wouldn't hurt to maually update it on our end as well.

thanks