Maarine Depot Gripe: 20% restocking charge

[shanekennedy]

i've ordered from MD numerous times in the past w/ no problems. my recent $800 order included 3/4" & 1" hose clamps & a LiterMeter water-exchange-module.

i have some hose w/ 3/4" inner diameter & 1" outer diameter. didn't know which size to order from MD, so i order both. their 1" was too large & their 3/4" was too small.

the other LiterMeter item i returned my fault i guess, for not better researching what i was getting. out of a page long explanation of the LiterMeter pump, MD had only 1 sentence describing the water-exchange-module.

i searched their web site & their catalog for a return policy. none was listed. when i called them, they stated the policy was @ the bottom of my invoice. not the invoice they email you, but the one that is delivered with your purchase when it's too late to change your mind.

the fact that they charge such a high restocking fee & they go out of their way to hide their policy has left a bad taste in my mouth. i'll take my future business elsewhere.

after some negotiating, they reduced their restocking charge from 20% to 10%, then to 5%, then to 0% if i ordered the same $ amount i was returning & i paid for shipping.

 

[MarksReef]

I just looked at there web site under return policy. It's there.

"you may return the product to us within 30 days from purchase for an exchange, merchandise credit or refund (excluding shipping and handling charges), subject to a 20% restocking fee. Return shipping to us is at your own expense. "

 

[MarineDepot]

I'm sorry you are upset at us. The current restocking fee is below industry and cataloger averages. Still, we try to be as liberal with it as possible.

Our return policy can be found at: http://www.marinedepot.com/a_info_policy_return.asp . Go to our homepage at http://www.marinedepot.com . Click on "Info". Click on "Return Policy (for both authorized and unauthorized returns). " Other than the homepage and info page, this is one of the most highly viewed pages on our site.


Just to confirm, is your effective restocking fee 0% at the moment?

 

[shanekennedy]

i found the link to your return policy. never check the info url. i was searching for info on the home page. thanks for the link. yes, you are correct, after agreeing purchase items equal or greater in value than what i'm returning & to pay shipping for these items, my effective restocking fee is 0%.

 

[shanekennedy]

The current restocking fee is below industry and cataloger averages. Still, we try to be as liberal with it as possible.

just checked my other catalog retailers. bigalsonline.com, drsfostersmith.com & petsolutions.com charge no restocking fee. aquaticeco.com only charges a fee after 30 days.

i can see maybe having a restocking fee as a policy so no one abuses returns. but i would have expected returning a few items on an $800 order to have been hassle free (not having to negotiate w/ manager twice & not having to purchase more items.)

shane

 

[MarineDepot]

You have a good point. It is quite possible it should have been more hassle free than it was. I apologize that any of my coworkers here has caused you grief. It does sound like we might have made it right in the end though.

On a different note, you mention the abuse. Abuse is widespread, and the abusers of the system seldom post on Reef Central. I'm not satisfied with our handling of this situation, and I will bring it up at our next meeting. We are constantly reevaluating our processes. We'll definitely take another look at this one.

 

[drtherc]

I wanted to ask if you purchase whole coils of the tubing, or just a stated length? I know at Home Depot, if they cut a length of pipe for you, you bought the pipe, no return allowed.

But thanks, Marine Depot, I think you're constantly trying to make customer service a priority.

 

[shanekennedy]

i already had the tubing (from home depot as a matter of fact). what i purchased from MD was the clamps for the tubing. my tube is 3/4" ID & 1" OD. MD's clamps have a variable diameter. their 3/4" clamp is too small for my hose & their 1" clamp is too large. so i'm not really sure what their 3/4" & 1" labels refer to, unless i received the wrong clamps.

 

[SohalTang]

I notice hose from aquatics company and hose from HD are of different size. You will have hrd time fittign it if you use plumbing part from HD and hose from fish companies i.e tetra, lee, etc.