Marine Depot's Low Price guarantee is worthless
- Thread starter fronty
- Start date
Thanks Ben if I have any other problems I'll give Walter a call. I do understand that policy changes sometimes take a while for employees to understand completely. You've delivered the excellent customer service that I've come to expect from MarineDepot, you guys have been great to me in the past and you are local a big plus since I get my orders next day usually even with free/ground shipping.
ryshark
Active member
I haven't had a problem with Marine Depot's price match guarantee but I had a HUGE PROBLEM with their, place order by 3pm PST and it ships the same day. If you call MarineDepot and are on hold or waiting for an operator you will hear that, orders placed by 3pm PST ship the same day. I have always been a big supporter of MarineDepot and if you search around you will see that I have always recommended them. Until they did me wrong and now I take my business elsewhere.
Being a procrastinator sometimes the same day shipping before 3pm they offer comes in handy (if they implement it). I called in an order on a Thursday at around 8:30am for a bunch of things I needed for a big tank move I had planned for that Saturday. I'm located in Southern CA so Marinedepot orders always show up at my house next day after being shipped.
Instead of using names, I will use capital letters to tell what happened. I called and spoke to C at 8:30am on Thursday to place an order, I explained to her many times the importance of my order shipping the same day so I would have it Friday for my stressful tank move that Saturday. She said, no problem it will ship today and arrive tomorrow. I had a couple items which were price match items so she said it would be best to place my order online so I could copy and paste the competitive sites links and also still get the no tax. So, I hung up and placed my order online. Then I called back and spoke to C again to verify that my order would indeed ship the same day. She said, yes it is all set to ship out today for delivery tomorrow.
Around 2:30pm PST I still had not received my automatic shipment email so I called again to verify that my order shipped. This time I spoke to D and he said, yes everything looks good and it is scheduled to ship out today for delivery tomorrow. I then stressed to D how important it was that I got those things because I had a tank move on that Saturday. I asked him to please verify it again and please check in the warehouse to make sure it was ready to ship out. He said everything is set and I will have it the next day. So, not 1, not 2, but 3 Different Times they assured me the order was shipping out Thursday for delivery on Friday.
Now Friday roles around and this was the day we were moving everything besides the fish tank from my old house to my new house. I called MarineDepot in the morning to verify that my order had shipped, I spoke with Jo this time and he said no, it did not ship. I was already stressed from the house move and tank move I had ahead of me and all the times they assured me it was going to ship it did not. Jo told me to drive in and get it, I said I couldn't because I was moving my entire house to another house (its a 45-min drive one way). I asked for Saturday delivery and he said no, I would have to pay an extra $60 in shipping for their mistake. At this point I asked to speak to a manager and he passed me off to Ja. I explained my case to Ja, I asked him to look up my spending/purchase history so he could see I have been a long time loyal customer who has spent thousands of dollars with marinedepot. He admitted that they messed up on my order, however, all he would do for me is offer a $25 store credit and he refused to ship my order for Saturday delivery unless I paid the extra $60.
Really??? $25 "store credit" from a company who owns their own wholesaler, what would that set them back $8, tops? And that was the best he could do for me. Ja had no problem shooting me down as a long time loyal custoer, who always spoke highly of marinedepot, who had spent thousands of dollars in their store. He obviously did not value me as a customer, did not value my time and did not value my sanity with a 180-gallon full SPS tank with Achilles Tang etc, I had to move that weekend. VERY DISAPPOINTING and for that I give a big :thumbdown to MarineDepot as that is the same direction their customer service has gone, unfortunately.
Being a procrastinator sometimes the same day shipping before 3pm they offer comes in handy (if they implement it). I called in an order on a Thursday at around 8:30am for a bunch of things I needed for a big tank move I had planned for that Saturday. I'm located in Southern CA so Marinedepot orders always show up at my house next day after being shipped.
Instead of using names, I will use capital letters to tell what happened. I called and spoke to C at 8:30am on Thursday to place an order, I explained to her many times the importance of my order shipping the same day so I would have it Friday for my stressful tank move that Saturday. She said, no problem it will ship today and arrive tomorrow. I had a couple items which were price match items so she said it would be best to place my order online so I could copy and paste the competitive sites links and also still get the no tax. So, I hung up and placed my order online. Then I called back and spoke to C again to verify that my order would indeed ship the same day. She said, yes it is all set to ship out today for delivery tomorrow.
Around 2:30pm PST I still had not received my automatic shipment email so I called again to verify that my order shipped. This time I spoke to D and he said, yes everything looks good and it is scheduled to ship out today for delivery tomorrow. I then stressed to D how important it was that I got those things because I had a tank move on that Saturday. I asked him to please verify it again and please check in the warehouse to make sure it was ready to ship out. He said everything is set and I will have it the next day. So, not 1, not 2, but 3 Different Times they assured me the order was shipping out Thursday for delivery on Friday.
Now Friday roles around and this was the day we were moving everything besides the fish tank from my old house to my new house. I called MarineDepot in the morning to verify that my order had shipped, I spoke with Jo this time and he said no, it did not ship. I was already stressed from the house move and tank move I had ahead of me and all the times they assured me it was going to ship it did not. Jo told me to drive in and get it, I said I couldn't because I was moving my entire house to another house (its a 45-min drive one way). I asked for Saturday delivery and he said no, I would have to pay an extra $60 in shipping for their mistake. At this point I asked to speak to a manager and he passed me off to Ja. I explained my case to Ja, I asked him to look up my spending/purchase history so he could see I have been a long time loyal customer who has spent thousands of dollars with marinedepot. He admitted that they messed up on my order, however, all he would do for me is offer a $25 store credit and he refused to ship my order for Saturday delivery unless I paid the extra $60.
Really??? $25 "store credit" from a company who owns their own wholesaler, what would that set them back $8, tops? And that was the best he could do for me. Ja had no problem shooting me down as a long time loyal custoer, who always spoke highly of marinedepot, who had spent thousands of dollars in their store. He obviously did not value me as a customer, did not value my time and did not value my sanity with a 180-gallon full SPS tank with Achilles Tang etc, I had to move that weekend. VERY DISAPPOINTING and for that I give a big :thumbdown to MarineDepot as that is the same direction their customer service has gone, unfortunately.
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MarineDepot
Sponsor
Please PM us your email address and/or order #
Please PM us your email address and/or order #
Hi, ryshark. We apologize for the poor experience you had shopping with us. It is very disheartening to read that a long-time, loyal customer such as yourself was let down in this fashion. Please PM us your email address or order number so we can take inspect the order and determine a suitable course of action. We look forward to hearing back and hope you'll give us the opportunity to makes things right and win you back.
Please PM us your email address and/or order #
Hi, ryshark. We apologize for the poor experience you had shopping with us. It is very disheartening to read that a long-time, loyal customer such as yourself was let down in this fashion. Please PM us your email address or order number so we can take inspect the order and determine a suitable course of action. We look forward to hearing back and hope you'll give us the opportunity to makes things right and win you back.
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