Just hope you don't have a problem with your order...

[Crystal Sea]

Go ahead and order from them, just don't count on any help or assistance if there is a problem. They do a good job of taking your money, but not so good at looking for a reasonable solutions when there is a problem even if it means your animals die.

They will also not let you speak with the owner. You will be told the owner will not take customer service calls. I guess the owner either does not know or does not care that he loses business. In this economy I have a choice of who I do business with. I have never had a problem with another retailer like this.

I won't be ordering from them again. I will take my business back to Marine Depot.

 

[AquaCave]

Crystal Sea,
We are all for quick, reasonable solutions to any problem. Unfortunately you were only interested in unreasonable one.
You ordered one heater through our website and after receiving it you noticed that you ordered different model than you intended to order.
When you called us you were instructed that you can simply send the heater back to us and either get refund or use the credit to get a different heater.
You indicated that the only solution that is acceptable to you is us shipping you different heater for free and you would send first heater back to us at your convenience.
Unfortunately we can not do that unless it was a shipping mistake on our part.
We will be glad to assist you with either refund or replacement but we can not send you another heater for free.
I hope you understand our position in this matter.


Albert

www.aquacave.com

 

[Crystal Sea]

Albert,
I don't know what the problem on your website was, but this is NOT what I ordered, regardless of what you say. I believe that your website had some glitch in it which caused the problem. I know what I ordered and this was not it. You did not agree.

Regardless of the difference of opinion I asked that you send the item I needed and to speed the time, send it while the one I received was in transit back to you, and that I would send it back same day, not at my convenience. I was not trying to get a free heater, only what I desperately needed as quickly as possible. You refused without my paying a second time and then waiting on a refund (which from your other feedback can take a while). I was not in a position to do this. I asked for your understanding and help in getting a heater here as quickly as possible to prevent a loss of my animals. You refused. You also told me that I could not speak to the owner to ask them for assistance with this. You did not even tell me you would check with them and see if there was a way to help. This is what I would have expected in customer service. You asked what I wanted you to do and then refused to do it and offered no alternative or viable suggestion. That is why I am upset and will take my business elsewhere.

As a side note, I was able to get a heater overnighted from another vendor and it has already started to re-warm the tank. I will be fair and state that I have purchased numerous times from them, so they know me well. Perhaps this accounts for the difference in attitide, but they will have my business in the future.