While being a longtime lurker and devoted reefkeeper I have an issue with a certain companyââ"šÂ¬Ã¢"žÂ¢s service. I decided to give Marine Depot Live a try as a live provider. I have to give a huge thumbs down to Marine Depot Live. They have the worst customer service that I have ever had on an online dealer. I order online for many items not just fish and have yet to be as dissatisfied as I am with Marine Depot Live.
The situation: As usual one gets up as large an order as possible to help off set shipping costs. I ordered the following: 1 percula clown pair ($48), 2 decorator crabs ($20), 12 snails($11), 4 Mexican Hermits ($4), Open Brain Green ($20), 1 spotted cardinal ($7). The total came to $110 plus the $30 shipping and handling fee and 10%. So a grand total of $151.
My internet receipt comes back for that amount with all items included. The next day my shipping receipt comes back with all items included. The items come the next day missing one itemââ"šÂ¬Ã‚¦.the percula clown pair. Wait a minute! The total without the pair comes to $62 with a $32 dollar shipping chargeââ"šÂ¬Ã‚¦man a third of my cash went to shipping. I went to the website and check their receipt procedure. They say they will ship 80% of your order unless further instructions are issued. Well I have got to say that $62 is just a little over half my order not near 80%. I mean they missed my main itemââ"šÂ¬Ã‚¦it wasnââ"šÂ¬Ã¢"žÂ¢t like they missed a crab or small portion of the order.
A little bit upset I called Marine Depot Live and talked to Joe or Jim I canââ"šÂ¬Ã¢"žÂ¢t remember his name. I informed him about my issue and thought that he should have called me. I even brought up his policy of sending 80% of the order. He told me that he understood my problem but there was not much he could doââ"šÂ¬Ã‚¦.then he said that he personally tried to call me. I ask him what phone # he had and he checked out with the correct phone number. Now let me tell you this guy is a LIAR. I have 4 phones in the houseââ"šÂ¬Ã‚¦I do not have call waiting so if he didnââ"šÂ¬Ã¢"žÂ¢t get a busy signal he didnââ"šÂ¬Ã¢"žÂ¢t even try. BUT my wife/daughter were both home all day and I have an answering machine. My wife is as fanatical as I am about the fish a definitely knew to contact me immediately about any order. I was at work and had given them that number. We have a sophisticated answering system and ALL my calls get through to my office. My secretary was even aware that Marine Depot Live may call and should put the call through. He obviously didnââ"šÂ¬Ã¢"žÂ¢t try to contact me.
When I mentioned this he offered me a 20 dollar store credit. Yeah rightââ"šÂ¬Ã‚¦that means that I still have to pay 10 and 10% shipping for my item. I personally think this is extremely bad service to leave off obviously the largest portion of a customers order. Particularly when they know that the shipping issue with livestock is expensive. I informed the gentleman not to bother with a store credit because I will no longer order from Marine Depot Live/or Marine Depot ever again. I told him that he could mention to his employer that they have one very disgruntled customer and that I would not order from them anytime in the future. He chuckled (yes laughed at me) and said I am the owner so I guess I am aware of having one disgruntled customer. I hung up since he was obviously chuckling at my problem. I have never had an owner chuckle at a problem before. The jokes on him thoughââ"šÂ¬Ã‚¦I have a brand new 75 to fill with liverock and guess who wonââ"šÂ¬Ã¢"žÂ¢t get that business!
As a business man myself I am sorry to see such neglect for any consumer...particularly a new one. I guess the extra $30 is a small price to pay to learn who not to deal with for live orders. I will not ever order from Marine Depot or Marine Depot Live ever and would recommend to everyone else to steer clear.
Michael Lepley
The situation: As usual one gets up as large an order as possible to help off set shipping costs. I ordered the following: 1 percula clown pair ($48), 2 decorator crabs ($20), 12 snails($11), 4 Mexican Hermits ($4), Open Brain Green ($20), 1 spotted cardinal ($7). The total came to $110 plus the $30 shipping and handling fee and 10%. So a grand total of $151.
My internet receipt comes back for that amount with all items included. The next day my shipping receipt comes back with all items included. The items come the next day missing one itemââ"šÂ¬Ã‚¦.the percula clown pair. Wait a minute! The total without the pair comes to $62 with a $32 dollar shipping chargeââ"šÂ¬Ã‚¦man a third of my cash went to shipping. I went to the website and check their receipt procedure. They say they will ship 80% of your order unless further instructions are issued. Well I have got to say that $62 is just a little over half my order not near 80%. I mean they missed my main itemââ"šÂ¬Ã‚¦it wasnââ"šÂ¬Ã¢"žÂ¢t like they missed a crab or small portion of the order.
A little bit upset I called Marine Depot Live and talked to Joe or Jim I canââ"šÂ¬Ã¢"žÂ¢t remember his name. I informed him about my issue and thought that he should have called me. I even brought up his policy of sending 80% of the order. He told me that he understood my problem but there was not much he could doââ"šÂ¬Ã‚¦.then he said that he personally tried to call me. I ask him what phone # he had and he checked out with the correct phone number. Now let me tell you this guy is a LIAR. I have 4 phones in the houseââ"šÂ¬Ã‚¦I do not have call waiting so if he didnââ"šÂ¬Ã¢"žÂ¢t get a busy signal he didnââ"šÂ¬Ã¢"žÂ¢t even try. BUT my wife/daughter were both home all day and I have an answering machine. My wife is as fanatical as I am about the fish a definitely knew to contact me immediately about any order. I was at work and had given them that number. We have a sophisticated answering system and ALL my calls get through to my office. My secretary was even aware that Marine Depot Live may call and should put the call through. He obviously didnââ"šÂ¬Ã¢"žÂ¢t try to contact me.
When I mentioned this he offered me a 20 dollar store credit. Yeah rightââ"šÂ¬Ã‚¦that means that I still have to pay 10 and 10% shipping for my item. I personally think this is extremely bad service to leave off obviously the largest portion of a customers order. Particularly when they know that the shipping issue with livestock is expensive. I informed the gentleman not to bother with a store credit because I will no longer order from Marine Depot Live/or Marine Depot ever again. I told him that he could mention to his employer that they have one very disgruntled customer and that I would not order from them anytime in the future. He chuckled (yes laughed at me) and said I am the owner so I guess I am aware of having one disgruntled customer. I hung up since he was obviously chuckling at my problem. I have never had an owner chuckle at a problem before. The jokes on him thoughââ"šÂ¬Ã‚¦I have a brand new 75 to fill with liverock and guess who wonââ"šÂ¬Ã¢"žÂ¢t get that business!
As a business man myself I am sorry to see such neglect for any consumer...particularly a new one. I guess the extra $30 is a small price to pay to learn who not to deal with for live orders. I will not ever order from Marine Depot or Marine Depot Live ever and would recommend to everyone else to steer clear.
Michael Lepley
where can i find these?
