I received my tank that I purchased from your company (order #100999081) on Thursday. I will say that the tank was very well packaged to avoid any damage coming from outside of the box to impact the tank. But then once the tank was removed from the box, packing peanuts and plastic bubble wrap around it the tank was sitting in a small cardboard tray (one was on top of the tank as well). This tray was held together at the corners with large industrial type staples. During shipping these staples must have rubbed on the tank the whole trip. Once the tank was removed from these trays you can now see a couple of scratches in the exact area where these staples were located on the tank during shipping. For so much care to package it from exterior injury, why such careless approach to use staples on something touching the glass? After spending $204, including shipping, for a tank it would be my expectation that it not be scratched in multiple locations before I even get a chance to use it.
Mr. Aqua 25 Gallon Rimless Tank
- Thread starter TimothyJ
- Start date
MarineDepot
Sponsor
Scratched 25-Gallon Mr. Aqua Frameless Aquarium
Scratched 25-Gallon Mr. Aqua Frameless Aquarium
Hi, TimothyJ. Thank you very much for shopping with us. Please accept our sincere apology for the scratched 25-Gallon Mr. Aqua Tank you received.
Please give us a call at 1-800-566-FISH (3474) so we can discuss the matter further. We've already added a note to your account with a link to this forum discussion so any representative you speak with can quickly familiarize themselves with the situation.
Depending on the damage, we can offer you a partial refund/credit if the imperfections are something you can live with. Please note we are in no way encouraging you to keep a scratched tank"”that is simply one solution to consider.
We can also replace the tank in its entirety by sending you a new one that is factory fresh and scratch-free.
Your thorough description of the damage is very helpful (thank you!) so we can improve our order processing, packaging and shipping procedures. The representative you speak to may ask you to supply a digital photograph, if possible, so we can document this case to ensure it doesn't happen in the future.
We look forward to hearing from you and feel confident we can resolve this matter to your satisfaction. Thank you in advance for giving us the opportunity to make things right!
Scratched 25-Gallon Mr. Aqua Frameless Aquarium
Hi, TimothyJ. Thank you very much for shopping with us. Please accept our sincere apology for the scratched 25-Gallon Mr. Aqua Tank you received.
Please give us a call at 1-800-566-FISH (3474) so we can discuss the matter further. We've already added a note to your account with a link to this forum discussion so any representative you speak with can quickly familiarize themselves with the situation.
Depending on the damage, we can offer you a partial refund/credit if the imperfections are something you can live with. Please note we are in no way encouraging you to keep a scratched tank"”that is simply one solution to consider.
We can also replace the tank in its entirety by sending you a new one that is factory fresh and scratch-free.
Your thorough description of the damage is very helpful (thank you!) so we can improve our order processing, packaging and shipping procedures. The representative you speak to may ask you to supply a digital photograph, if possible, so we can document this case to ensure it doesn't happen in the future.
We look forward to hearing from you and feel confident we can resolve this matter to your satisfaction. Thank you in advance for giving us the opportunity to make things right!
Beefy_Reefy
New member
I noticed the staples also and checked for scratches. No scratches for me but those staples did leave black smudges on glass from where they were rubbing. Little black smudges outlining where the staple was rubbing against glass. I was unable to wash this off. Maybe I'll try some type of glass cleaner.
MarineDepot
Sponsor
Thank you for your feedback!
Thank you for your feedback!
The cardboard lid with metal staples is put in place by the manufacturer. We've alerted our purchasing department (thank you for your feedback), so they are going to contact the manufacturer to discuss the packaging. Hopefully we can persuade them to try some alternative that is less likely to cause damage.
Thank you for your feedback!
The cardboard lid with metal staples is put in place by the manufacturer. We've alerted our purchasing department (thank you for your feedback), so they are going to contact the manufacturer to discuss the packaging. Hopefully we can persuade them to try some alternative that is less likely to cause damage.
I received the new tank in the mail yesterday. While it still had the top and bottom lid with staples on it from Mr. Aqua, it looks free of scratches. Thank you for your help with this issue and I will keep Marine Depot in my mind for any future orders I may have. Thanks again!
MarineDepot
Sponsor
Thank you for shopping with us!
Thank you for shopping with us!
Hi, TimothyJ. Thank you for following up to let us know the tank arrived scratch-free!
We've let Mr. Aqua know the staples they are placing in the packaging may result in damage during transport, although we don't yet know if they're going to change anything. We'll certainly have our customers' backs if/when problems occur, so hopefully this situation will not dissuade you or others from buying Mr. Aqua tanks in the future. They are one of our best-selling aquarium lines and always garner praise when we display them at Reef-A-Palooza. They're also a good vendor to work with and are generally open to our feedback, so hopefully they'll reconsider their packing technique.
Thank you again for shopping with us and for keeping us in mind for future purchases. We promise you'll pay the lowest prices and rest assured we'll take care very good care of you!
Thank you for shopping with us!
Hi, TimothyJ. Thank you for following up to let us know the tank arrived scratch-free!
We've let Mr. Aqua know the staples they are placing in the packaging may result in damage during transport, although we don't yet know if they're going to change anything. We'll certainly have our customers' backs if/when problems occur, so hopefully this situation will not dissuade you or others from buying Mr. Aqua tanks in the future. They are one of our best-selling aquarium lines and always garner praise when we display them at Reef-A-Palooza. They're also a good vendor to work with and are generally open to our feedback, so hopefully they'll reconsider their packing technique.
Thank you again for shopping with us and for keeping us in mind for future purchases. We promise you'll pay the lowest prices and rest assured we'll take care very good care of you!
