noone home at TBS?

[Whispre]

Hello, I have emailed you, now over a week ago, and called and left now 3 messages. I have had no response. I need the second half of my ââ"šÂ¬Ã…"œpackageââ"šÂ¬Ã‚ I am now at a point where due to business obligations, if I donââ"šÂ¬Ã¢"žÂ¢t get it by Monday the 13th, I wont be able to get it for some time. What is the story? Why have I not gotten a call back? Is noone home at TBS? I would understand about weather and such, but not getting a return email, or return phone call?

 

[Nirol]

This could be why:
tropical storm

 

[TotalKhaos]

I'm with you - Whatever their weather troubles may be, there is no excuse for poor customer service.

Yah they only have 3 people - but if thats not enough they could hire a temp to return phone calls once a week.

I ordered over 3 months ago - have recieved one phone call to confirm my order which took them 2 weeks - they said 1 to 2 weeks for my order and Have never returned my NUMEROUS phone calls.

Give me a break - Glad the rock is go great. I was willing to wait for it. But then I get no common courtesy from the company.

long story short, being ignored is the cause for me to give up.

Sorry you are having a bad year TBS - You still should be able to return Phone calls.

 

[TotalKhaos]

Wanted to add that I I didnt mean to sound bitter, only I feel really disregarded and unvalued as a customer.

All I wanted was an update on how things were going, I was patient etc... But When my calls were ignored I became a bit frustrated. I see that it shows in my previous post.

I know that TBS is a Reputable Company with a proven product. I just feel that their business practices as of late are substandard. Given their recent frustrations I understand they are likely in the store less often and unavailable to return phone calls as often.

Still I wish that after 3 months and no contact that My Business as a new customer who has displayed patience and understanding for 3 months would be acknowledged with a simple Courtesy phone call to let me know that they value my business and are working to fill my order just as soon as Mother nature allows.

 

[BrianPlankis]

Wanted to add that I I didnt mean to sound bitter, only I feel really disregarded and unvalued as a customer.

All I wanted was an update on how things were going, I was patient etc... But When my calls were ignored I became a bit frustrated. I see that it shows in my previous post.

I know that TBS is a Reputable Company with a proven product. I just feel that their business practices as of late are substandard. Given their recent frustrations I understand they are likely in the store less often and unavailable to return phone calls as often.

Still I wish that after 3 months and no contact that My Business as a new customer who has displayed patience and understanding for 3 months would be acknowledged with a simple Courtesy phone call to let me know that they value my business and are working to fill my order just as soon as Mother nature allows.

I can definitely understand why you would feel unvalued as a customer. I like updates just as much as the next guy and think that TBS could do a better job with this.

That being said, this is the first time in their 10+ year history that they have had to deal with crappy weather like this. So this is the first time TBS has ever had to deal with this problem. Any business will experience some problems or growing pains when they encounter a new difficulty.

I have personally talked to Richard about my order a couple of times and he has been very helpful and understands we are anxious to get our product. He is even more anxious to get the product out and I'm sure he is being careful to meet everyone's expectations. I feel for him because everyone who is waiting a long time probably has increased expectations and he has to try to meet those.

With their waiting list and the volume of phone calls they receive, I don't know if them calling everyone back rapidly is really the best solution for them. It might be the best customer service they could offer, but it would be very time intensive for them. I would suggest that they take the time each week, once a week on the same day, and update the forum here on the weather and chances for diving that week. That way everyone waiting, who was aware of the website anyway, can come here and find out what the conditions are like. They don't get flooded with phone calls and their customers are getting an update on what is going on. That is just my .02 though.

Eventually Mother Nature will give TBS a break and we'll all get our rock, though it is frustrating, lets just try to be patient

B.

 

[liverock]

Hang in there....

Hang in there....

Wanted to add that I I didnt mean to sound bitter, only I feel really disregarded and unvalued as a customer.

All I wanted was an update on how things were going, I was patient etc... But When my calls were ignored I became a bit frustrated. I see that it shows in my previous post.

I know that TBS is a Reputable Company with a proven product. I just feel that their business practices as of late are substandard. Given their recent frustrations I understand they are likely in the store less often and unavailable to return phone calls as often.

Still I wish that after 3 months and no contact that My Business as a new customer who has displayed patience and understanding for 3 months would be acknowledged with a simple Courtesy phone call to let me know that they value my business and are working to fill my order just as soon as Mother nature allows.

Fellow Reefers...


If you have been following the weather here, you will know we have been virtually stopped in our tracks since the Hurricanes of last year. Has been the worst weather we have ever encountered in 25 years of doing this.

When an order is placed an autoresponder message is generated from us telling you we are backordered and will call when we get to your name on the list as soon as we have rock.

We have been seriously hurt with the weather and are behind on orders, however if you have placed an order you are in the system and will get a call when we have rock.

Nobody wants this rock shipped more than us, believe me. There are only two of us here and we are at it 24/7. We are sorry if we missed anybody, but we are doing the best we can. We get an average 300 emails a day....makes it tough to answer them, dive, and send orders, but is not a problem when we have stock as we keep up with the flow of orders. However the weather has not been kind as we had an almost hurricane last week that made the gulf undiveable again.

When we get a few weeks of good weather all will be well again. We are vigilant about customer service and satisfaction, but after first contact you may not hear from us again until we have your rock and are ready to ship. Repeated phone calls to us asking "do you have rock yet?" are not answered as you are in the system already and will be shipped when we are stocked.

If I tried to answer repeated phone calls about our stock situation, we would never have time to dive and pack orders.

I am like everybody else, when I want something I want it NOW, but weather has made this difficult, so if you want the best hang in there, we will be in a position to fill orders as we usually do <next day or two after ordering> as soon as we can get enough good weather to keep the warehouse stocked.

Remember that our rock is very special as it is alive, kept alive and shipped for you to receive alive. It is not like ordering rock from overseas that comes in container loads to LAX and sits dry in boxes until distributed to where ever it is going.

We have to go dive for this rock and belive me it is not easy to produce.

So sorry if anybody felt left out, but we are hard at it here!

Thanks
TBS

 

[robilium]

Perfect time for me to have gone on a business trip then!



Question tho - I got my 35lbs of rock (Part 1) just hanging out in my tank for 3 weeks now + how ever much time to nw rocks come in.

Since there is a delay should I feed the tank? (I have sponges, crabs, snails, worms, and other hitchhikers). The built in food will run out?

Does the live rock need lighting? My 192 PC fixture just came in. Up til now I was using NO ~30w daylight and actinics. Just yer basic Perfecto light.

Thanks Rich and co.

 

[Nirol]

Re: Hang in there....

Re: Hang in there....

So sorry if anybody felt left out, but we are hard at it here!

Thanks
TBS

Good news!

 

[robilium]

I saw you have seahorses in stock Richard!

That mean you were able to go diving?
Shipment #2 waiting here with baited breath
- No pun intended.