Marine Depot...NOT an example of good customer service!!!

[roadracn]

:mad2::mad2::mad2::mad2::mad2:The day after Thanksgiving I ordered several things for a new build I have going on. Among the items were 2 additional mp40w from vortech. I already have 2 and needed 2 more. They sent me mp10s in their place. It was Sunday when I discovered this so I called Monday first thing thinking it was a goof up. When I spoke with customer service, they requested the serial numbers of the pumps I received. I gave them the requested information the same day. 2 days later I get an email stating that these pumps aren't in their system and to call ecotech and they would take care of the problem.

Not fully understanding why I'm calling ecotech I did as they requested. Ecotech of course has nothing to do with the problem and sends me back to Marine Depot. When speaking with supervisors at marine depot, I get the run around and finally get an email stating that these pumps came form Petco, which is not possible because I don't order from petco. So marine depot is refusing to fix the problem they created, and I have to rely on my credit card dispute in order to get the problem solved. They refuse to take the incorrect pumps back and refuse to send me the correct ones.

***buyer beware***:mad2::mad2::mad2::mad2::mad2:

 

[jefstathiou]

This is both surprising and disappointing. I have read countless great reviews of their customer service.
I was considering placing an order with them today as I have just completed the list of equipment I need for my 300 gal. build. I will now look to another vendor to fill this order. I simply won't take a chance of having a similar experience to yours.
I really hope that this gets worked out. You obviously spent a lot of money and deserve better treatment than this.
I hope that they will respond to your complaint on this forum.

 

[mchud]

This does not even sound right, Marine Depot is one of the best out there. Not saying you are wrong but I have never seen anything not get taken care of properly with them. It would be worth calling back and explaining everything again to another person. The od thing is the serial numbers, all of Ecotech items are coded and they know where they went. Good luck on this.

 

[roadracn]

I have shopped them for years. I have bought untold amounts of product form them. Ive never had any issue. Until now. I honestly dont even know what to say. The assumption from Ecotech is that somehow someone returned 2 mp10s from petco to Marine depot. Thats the only way that marine depot could have gotten these serial numbers. They are recent products also. Sept of 2012. not like they are a year old. I believe there could be an error on ecotechs part also, as the entire process is done manually, and nobody is perfect. Time will tell.

 

[mchud]

Good luck. I am sure they will make it right. They both are great companies.

 

[sasharotty]

Wow, im definatly tagging this one. I want to see how M.D responds to this. Ive never had but good expierences with these guys but i guess things happen.

 

[James77]

It sounds like a fluke screw up.....between EcoTech and MarineDepot, I am sure it will work out fine for you. They both have great track records....

 

[James77]

It sounds like a fluke screw up.....between EcoTech and MarineDepot, I am sure it will work out fine for you. They both have great track records....

 

[MarineDepot]

Hi roadracn
Thanks for the opportunity to fix this for you; we have sent you a return label for the units via email. Please check your email inbox shortly; just be sure to package the units carefully in a shipment box, place the printed label on the outside of the box and drop it off at a local authorized UPS dealer. I’ll personally be in touch with you when we receive them.

Best regards,

Walter
Marine Depot Customer Service

 

[roadracn]

yes I wanted to followup on here also. I did receive the label and will be sending it to you tomorrow. Thanks for your response...

 

[Joshz400_03]

I have had no issues with them..and it looks like you are getting your problem taken care of as well.