febeast
New member
Recently, I have been doing some major upgrades to my tanks and starting a 20 gal. nano for my girlfriends office. I had done a ton of searching to find the right products from the best vendors. I purchased from a few different sites with very good results.
I placed my first order from Marine Depot on Feb. 18 and recieved it in a few days with no problems. I was happy and decided to order several more items from them on March 11. Again, a few days later my order arrives and I open the box to discover that 5 out of 12 items were not included in the order even though it clearly stated on the packing slip that they were shipped. I immediately became concerned that I would not be believed and that it was going to be this big problem. I called M.D. and the customer service representitive was excellent. Not one question about my claim, and he seemed genuinely concerned about the situation. He immediately did an order of the items that were not shipped. I hung up relieved that it went so well.
Again, a few days later I recieve my order and opened it with some apprehension. I had ordered 6-3/4" plastic hose clamps, 1/2" ones arrived. I ordered 2 p.c. endcaps, one arrived with broken plastic edge, but was still useable. I ordered live sand for the nano tank, it arrived with a past expiration date. I called M.D. again, this time very angry. The customer service representative was very apologetic and stated that the hose clamps were miss labled. I told him the end camps were dirty and broken, but I would still use them. As far as the sand was concerned he went to the Marine Depot Live division to ask them and I was told that the sand was fine and it was a marketing thing for Caribsea. He said he would ship out new sand if I wanted. I declined as long as he assured me that the sand would not pollute the new tank. He did another order for the hose clamps that shipped with a few items I had on back order. I recieved these items a few days later, but there was only 5 hose clamps and not 6. Too tired of this to complain.
Marine Depot's customer service is very good. Unfortunately, the warehouse must have some problems. I could speculate what is occuring (hard to find good employees, growing too fast, working out bugs in system), but as a customer I just want my order done right the first time. I understand errors occur, but this was beyond a small oops. I can't help but wonder how much this cost M.D. to pack and re-ship these items, plus the time to deal with the problem. These costs are eventually passed on to us. I hope they can review their shipping procedures and improve their service as I think they offer a wide range of items at mostly great prices. I will be hesitant to order from them again, but eventually I probably will.
Duane
I placed my first order from Marine Depot on Feb. 18 and recieved it in a few days with no problems. I was happy and decided to order several more items from them on March 11. Again, a few days later my order arrives and I open the box to discover that 5 out of 12 items were not included in the order even though it clearly stated on the packing slip that they were shipped. I immediately became concerned that I would not be believed and that it was going to be this big problem. I called M.D. and the customer service representitive was excellent. Not one question about my claim, and he seemed genuinely concerned about the situation. He immediately did an order of the items that were not shipped. I hung up relieved that it went so well.
Again, a few days later I recieve my order and opened it with some apprehension. I had ordered 6-3/4" plastic hose clamps, 1/2" ones arrived. I ordered 2 p.c. endcaps, one arrived with broken plastic edge, but was still useable. I ordered live sand for the nano tank, it arrived with a past expiration date. I called M.D. again, this time very angry. The customer service representative was very apologetic and stated that the hose clamps were miss labled. I told him the end camps were dirty and broken, but I would still use them. As far as the sand was concerned he went to the Marine Depot Live division to ask them and I was told that the sand was fine and it was a marketing thing for Caribsea. He said he would ship out new sand if I wanted. I declined as long as he assured me that the sand would not pollute the new tank. He did another order for the hose clamps that shipped with a few items I had on back order. I recieved these items a few days later, but there was only 5 hose clamps and not 6. Too tired of this to complain.
Marine Depot's customer service is very good. Unfortunately, the warehouse must have some problems. I could speculate what is occuring (hard to find good employees, growing too fast, working out bugs in system), but as a customer I just want my order done right the first time. I understand errors occur, but this was beyond a small oops. I can't help but wonder how much this cost M.D. to pack and re-ship these items, plus the time to deal with the problem. These costs are eventually passed on to us. I hope they can review their shipping procedures and improve their service as I think they offer a wide range of items at mostly great prices. I will be hesitant to order from them again, but eventually I probably will.
Duane
