I wanted to start this off with, again I'm pleased with marine depot, but just unhappy with UPS. I ordered a fairly large order from marine depot of mostly additives and test kits, roughly a week ago. I ordered these items via UPS ground because A. it was the cheapest, and B. I figured UPS for the most part has delivered when they say they will. Well the package was supposed to be delivered today, needless to say I checked the tracking number and it stated packaged damaged during transit sender will be contacted.
To my dismay this is the last thing I need when I've run out of test kits and supplements and I do not have a LFS near me, I rely on mail order companies like Marine Depot for my supplies. I contacted marine depot, and talked to Alan, he looked into it and stated rather than wait for the paper work to go through on the claim, they'd just reship the order with everything. This was fine when I first thought about it, but when I got off the phone I realized I did not have any test kits and was out of 2 part calcium and mag, and a week in transit was not going to cut it. So decided to call back and suck up the the additional second day air charges (Which UPS should pay for IMO). Will Eugene was very nice and at first didn't seem to know anything about the order Alan had resubmitted, but then said he had to run out and find it. He then came back and said it had missed the shipping cutoff today. At this point, I felt it was needless to proceed with the order. I needed these items today, and could wait maybe two days. I was about to cancel the order all together and request a refund. And suck it up and drive 50 miles to the nearest LFS, when Eugene offered to ship the order next day air at a second day air rate.
I was extremely happy when I heard this and decided to proceed with the order. I understand this is UPS's fault, and it just makes you wonder why they couldn't deliver the package and I could just take pictures and say this leaked..etc. Its pretty hard to picture a complete loss unless it somehow was ran over by a ups truck in the loading area. Does UPS have any policy's regarding this? I know they guarantee delivery on the specified day under new company policies, what is there response to an issue like this.
To my dismay this is the last thing I need when I've run out of test kits and supplements and I do not have a LFS near me, I rely on mail order companies like Marine Depot for my supplies. I contacted marine depot, and talked to Alan, he looked into it and stated rather than wait for the paper work to go through on the claim, they'd just reship the order with everything. This was fine when I first thought about it, but when I got off the phone I realized I did not have any test kits and was out of 2 part calcium and mag, and a week in transit was not going to cut it. So decided to call back and suck up the the additional second day air charges (Which UPS should pay for IMO). Will Eugene was very nice and at first didn't seem to know anything about the order Alan had resubmitted, but then said he had to run out and find it. He then came back and said it had missed the shipping cutoff today. At this point, I felt it was needless to proceed with the order. I needed these items today, and could wait maybe two days. I was about to cancel the order all together and request a refund. And suck it up and drive 50 miles to the nearest LFS, when Eugene offered to ship the order next day air at a second day air rate.
I was extremely happy when I heard this and decided to proceed with the order. I understand this is UPS's fault, and it just makes you wonder why they couldn't deliver the package and I could just take pictures and say this leaked..etc. Its pretty hard to picture a complete loss unless it somehow was ran over by a ups truck in the loading area. Does UPS have any policy's regarding this? I know they guarantee delivery on the specified day under new company policies, what is there response to an issue like this.
