I placed my orders month ago order still has not shipped!

[christ1991]

If you go through the form marked order status you will be updated with the incident. I just cannot believe this. I place my order dec 26th expecting my order the 29th. Then I received a phone call stating they would ship my order out on the 6th. That was was 14 days ago and still no tracking number was provided. I asked for my order then to be shipped as soon as possible. The email before this i asked for a tracking number. Here is an internal message showing that more than one person at P Aquatics knew of my order. I placed it online and spoke with Employee over the phone and email but somehow they forgot my order.

"Hey Liz,

Just FYI, he was told would ship monday and had a note to ship monday, but the order was left in Special Order, so shipping would of never seen it."

I then called there phone number several times with no one picking up. Then I got online they have a chat window and finally spoke with someone. She made up a bunch of excuses such as the weather but I showed her the internal email of there mistake and she quickly moved to state that my order would be shipped out Monday. That is January the 20th of. 2014 when I placed this order December 26th 2013. Almost a month. Today Jan. 20th 2014 I receive a call stating now that they are low the live rock I order and are between shipments so would not have my order ready.. This has been the worst online shopping experience I have ever had. I highly recommend you steer clear of anything from premium aquatics as they will take over a month to ship and that's if your lucky. I'm not the only one who has had this problem. The funny thing is not one employee has even apologized for this whole ordeal. Not a manager or a regular employee. I would expect a manager to call. It's quite crazy actually. I do not recommend buying from PA ever. MY ORDER A MONTH LATER HAS STILL YET TO BE PACKED OR SHIPPED.

 

[christ1991]

and finally i just cancelled my order which really sucks. I now have to order from another site.(any recommendations)i am still shock that this place can call itself a company that provides customer service. Any company that made these mistakes would have upgraded my order to free one day shipping or just gave the comped the order for the several mistakes made on there behalf. It would have taken well over a month before they even shipped out my order guaranteed. This is posted on there forum and they wont even reply. Get yourself together over there! No more excuses.

 

[Jeremy B.]

Hi Chris,

I am very sorry this order has been drawn out as long as what it has. I completely understand your frustration, and in my opinion it has not been given the attention to detail that every order placed with us deserves, for that I sincerely apologize.

It looks like the order was originally placed on December 26th with UPS Ground being the shipping option. Since you are in California UPS Ground is 4-days shipping time frame away from us, excluding weekends. If we put the weekend in there then that would have been a 6-day shipping time, which I certainly do not recommend for liverock. Shipping your shipment out on the December 26th would have had it arriving to you on January 3rd - Friday. The reason being is because of the Holidays and UPS being closed on December 31st and January 1st.

Our standard practice is to never ship over a weekend for any livestock / liverock shipments, because UPS does not move Ground packages over a weekend. So on December 26th which was a Thursday of that week left us looking at the earliest ship date of Monday January 6th, again because the week prior UPS having two days off for New Year's Eve and New Year's Day, thus it would have made your shipment set over a weekend again.

Unfortunately on Sunday afternoon and evening of January 5th the midwest was hit by the hardest snow storm it has seen in over 30 years, followed up by two straight days of temperatures that only reached a high of -5* and lows of -15*. We were completely shut down for almost three days in the entire state of Indiana and most of Ohio. UPS didn't start running again completely until that Thursday - January 9th. Because we could not ship your order on that Monday, that again pushes you to the following Monday to ship out because you're in that 4-day shipping zone via UPS Ground. If we ship on any other day during the week the rock will sit in the box for two extra days because of the weekend.

This puts us to last Monday, January 13th, in which we sent you an email at 1:02pm eastern time to see if you could accept delivery that Friday. Since it had been so long at this point we didn't want to just ship out with you not knowing it was coming. Liz did not receive a response to that email, and you hadn't begun your correspondence with Jason yet either. Liz then called you right after she sent that email and the phone number that was provided with the order had been disconnected. Because we did not hear back that day the order was then bumped to ship the following Monday, which is today on January 20th. You had started corresponding with Jason mid last week, and even though you told him to ship immediately that meant the first possible date being today January 20th.

Again, I apologize for this becoming such a fiasco, and I definitely can see by researching all of this that we did not communicate to you about how UPS Ground works in what they consider shipping days and not shipping days, nor did we communicate to you the fact that Monday's were your only option to ship out a package because of the UPS service that was being used.

I can tell you that we pride ourselves on customer service being number one here, and this is what our business has been built on. If you are interested, I would be happy to offer to put the order back together for you and ship it out via 2nd day air at no cost to you for the rock or the shipping. I just looked at our inventory and I think I can find the pieces that you're after here right now.

I will certainly use this situation as a training tool for everyone here on how communication needs to be of the highest standards. We will do better going forward with this.

Please contact me directly at jeremy@premiumaquatics.com or feel free to call me at 317-895-9005 and ask for Jeremy and I'll get this taken care of for you today.

Thanks,
Jeremy

 

[christ1991]

Jeremy Has taken extra care to make sure I was happy. It takes alot of customer service and "guts" to admit when mistakes were made. I truly appreciate how Jeremy has handle the situation by putting himself in the customers shoes and understanding where I am coming from. It was more of a miscommunication i feel. I am more than comfortable ordering from premium aquatics, as they stand behind there products and customer service. I will be uploading a video of the live rock they ship in.

Happy Reefing
Chris

 

[geno7]

They are the best out. I will be happy to see winter over. The cold hurts the older you get.