I have made many purchases through Marine Depot and have always had an excellent buying experience. However, my current conversation with a customer service rep proved otherwise.
I purchased a $115 order last night and forgot to add a $160 Icecap 660 ballast. When I asked the customer service rep (at 10am the next morning) if it was possible to add this ballast to the previous order, it had already been filled and packed for shipping. Fair enough. I had hoped though to at least get free shipping on my new purchase; or better yet have shipping waived on both items since the total purchase amount was almost $300. The rep was firm in only taking $5 off the new item's shipping. This was a nice gesture but I had really hoped to get free shipping on both orders. I understand that the original order had already been packed but it would have made a nice gesture to a repeat customer to waive the shipping in this case. At the minimum, I would have hoped to have the shipping on the second item waived since this in itself is only $15 short of the minimum $175 needed for the free shipping.
As a result, I did not purchase the 660 ballast. The money itself is not that important, I think the lack of customer service is the main issue. I would still like to purchase the ballast, provided that someone address my desire for better customer treatment.
Thanks for listening.
Tania
I purchased a $115 order last night and forgot to add a $160 Icecap 660 ballast. When I asked the customer service rep (at 10am the next morning) if it was possible to add this ballast to the previous order, it had already been filled and packed for shipping. Fair enough. I had hoped though to at least get free shipping on my new purchase; or better yet have shipping waived on both items since the total purchase amount was almost $300. The rep was firm in only taking $5 off the new item's shipping. This was a nice gesture but I had really hoped to get free shipping on both orders. I understand that the original order had already been packed but it would have made a nice gesture to a repeat customer to waive the shipping in this case. At the minimum, I would have hoped to have the shipping on the second item waived since this in itself is only $15 short of the minimum $175 needed for the free shipping.
As a result, I did not purchase the 660 ballast. The money itself is not that important, I think the lack of customer service is the main issue. I would still like to purchase the ballast, provided that someone address my desire for better customer treatment.
Thanks for listening.
Tania
