Not happy with order and rock

[tonym10]

As you know I am not happy with the way my order was handled.
Now that i have the rock I am not happy with it either.
I called before placing the order i told them what I wanted in rock and when i wanted it delivered. The size and shape rock I wanted was ignored and the day I wanted it delivered was ignored. So now I am rushing to have the salt water ready for it etc.......
This Timora rock I received is nothing special. It has no special shape or color. It is all oval shaped brick shape pieces in the 6"-8" size range. A couple pieces have color that others are 90% colorless.
Obviously I would not have paid twice the price for this rock as other rock especially when they did not even pick the shape and size and color -pieces I asked for.
I am glad I have a good amount of Marco rock from marcorocks . once that rock turns live from this rock this rock is going in the sump.

 

[Jeremy B.]

Hi Tony,

I am very sorry to hear you are not happy with the way the order was handled, or the Timora rock that you received.

I just pulled the original online order and unfortunately there were no notes of any in regards to either the sizes / shapes you were wanting, or the date you expected delivery. We have an open field on our site that you can put this in. If this was entered in the additional information field on Paypal's site when processing through then this would have not been relayed to us, as we only see the info that is entered on our website. I apologize that the information did not come through.

The Timora rock is a much higher grade of rock than Fiji, with much better shape. It is also more porous as well. Having said that, it's not as branchy or as open as what the old Marshall Island used to be.

In regards to coloration please keep in mind that we handle our rock differently than any other online supplier that ships. We tank every bit of our rock as soon as it comes in to start the curing process. We then offer cured and uncured rock for sale out of these batches that we receive. When the rock hits the water here the coralline algae starts to die back extremely quickly, and a lot of pieces lose as much as 90% of their coverage as you had stated. However, once this rock gets settled into a tank, or sets in our systems long enough, the coralline starts to bounce back very quickly. This is a normal process, and nothing to worry about. If you were to receive a box of rock from one our online competitor's, or fresh uncured rock from us, the color is going to be very vibrant, and excellent looking. Although once you tank this rock you will experience the exact same dieoff of coralline algae, only it's happening in your system now, and not in ours.

In the end, you are obviously not happy with what you received, and that's not what we want. I want you to be 100% satisfied with any product you receive from us. If you could, please email me directly at jeremy@premiumaquatics.com with the specific sizes you are looking for, as well as quantity, and I will hand pick out a replacement order for you free of charge to get delivered when it is convenient for you.

Thanks,
Jeremy
jeremy@premiumaquatics.com

 

[tonym10]

This was on the Paypal notes. When clicking to pay by paypal from your site it asks right there to put notes for the seller. That is where I put the notes just as it asked when I checked out on your site with Paypal.
As I said ,I will mix this rock with the dry rock I have and will wait for that to turn live, then remove this and dump it in the sump. I have enough dry rock once it gets live.
I asked about size and shape when I called before placing this order online and was assured the rock selection size and shape was excellent . If they told me this is what I was going to get I would not have placed the order or I would have placed the order for the cheaper rock. This is really no better then other rock I see any where.
I have always been pleased with your company in the past as you can see by my many orders. Not this time.

 

[Jeremy B.]

Hi Tony,

Again I apologize. We unfortunately do not see Paypal notes, only our site notes. I will most certainly try and get this corrected.

My offer still stands however. If you would like a replacement shipment I can get that out the door for you today for arrival on Friday. Please let me know.

Thanks,
Jeremy

 

[tonym10]

If you cannot see the paypal notes how do you know you were paid? The notes are right there with the paypal payment.
Someone who verified the paypal payment was made saw the paypal notes

 

[Jeremy B.]

Tony,

We only see the transaction ID# as well as the payment amount. We do not see the notes carried over from the paypal site. This is the truth, as I have nothing to gain by telling you any differently.

Again, if you'd like I can ship a replacement to you at no charge and I will try and pull out exactly what you specify to me.

Thanks,
Jeremy