Not Happy...

[Bcollins111900]

Ordered a clearance Panworld pump yesterday at 9:26a.m. est via the website. Received a confirmation e-mail stating my order has been placed and the order should ship the same day since it was purchased before 2p.m. Indiana time. No e-mail saying hey the order has shipped no big deal. This morning still no e-mail so I use there online customer service. I ask a guy there about the status. Tells me it is shipping out today via UPS and gives me a tracking number, cool no problem, didnt ship out when it was suppose too but not sweating it. Then at 12:36 est i get a call saying that they actually dont have the pump and to call. So I call and they said they think they sold it in the store and forgot to take it offline. Even though it says on there web site if they are out of stock they will contact me within 24 hours of when the purchase was made to inform me... Just poor customer service and to many breakdowns even though I was offered 15% off a new pump $169.95 when i bought the pump "they didnt have" for $100... Sorry to say but you lost a customer. I often travel many hours to saltwater stores just to see what they have. Aquatic Specialists was on this list of places to go... not any more. I do apprecuate you trying to rectify the situation but my experience was less than stellar. JUst check with these people before you buy something...

 

[KCMO Reefer]

If your beef is with Aquatic Specialist as you say, you're in the wrong forum.

 

[Bcollins111900]

It is against Premium Aquatics I am un-happy with, sorry was think about the place I was going to order the pump from after this issue...

 

[mojo~]

Thats too bad you had an issue. I order from them all the time even met most of them in person. All great people. I am sure it was an honest mistake. I wouldnt speak up for many places. but I can say that without a doubt premium aquatics is top notch. no one is perfect 100 % of the time. But they are pretty close and if not they do there best to make up for it.

Mojo~

 

[ct_vol]

It is a a difficult thing to run an online store while maintaining a retail/ open door side of things. Inventory sometimes falls through the cracks and is double sold... This will happen at many places not just Premium Aquatics... I've had it happen to me through a few Livestock purchases at other reputable companies. I would not let one bad experience skew your opinion of PA... As Mojo stated, they have top notch customer service... On my trips back and forth from TN to IL I always do my best to stop by there. They did not have to offer you 15% off a new pump, but chose to do so... That does show that they are at least trying to appease the situation, make amends for the mistake, and keep you as a happy customer...

 

[Reefdiver72]

Hey Brian give them a break they are one of the best out there and they try hard oops happens once in a while.

 

[Jeremy B.]

Hi Brian,

I am very sorry for the issue here. We did indeed sell the clearance pump, and unfortunately it was not updated on our website. At the same time, the error was not noted until this evening, and you did not receive a call back until the very next day. This is much longer than what it should have taken to notify you of the situation, and it certainly does not meet our standard of customer service at Premium Aquatics.

If you are still looking for a pump I'd be more than happy to give you a brand new one at the same cost of the clearanced pump. Please contact me at 317-895-9005, or at jeremy@premiumaquatics.com if you're interested.

Again, I apologize for the error here.

Thanks,
Jeremy

 

[rbnice1]

Hi Brian,

I am very sorry for the issue here. We did indeed sell the clearance pump, and unfortunately it was not updated on our website. At the same time, the error was not noted until this evening, and you did not receive a call back until the very next day. This is much longer than what it should have taken to notify you of the situation, and it certainly does not meet our standard of customer service at Premium Aquatics.

If you are still looking for a pump I'd be more than happy to give you a brand new one at the same cost of the clearanced pump. Please contact me at 317-895-9005, or at jeremy@premiumaquatics.com if you're interested.

Again, I apologize for the error here.

Thanks,
Jeremy

And this! Along with there support to local clubs is the reason Premium is "The" best online store.

 

[tegee]

Jeremy and PA are the best online store I have done business with. His knowledge and advice is second to none. Try giving them some slack, I am sure you will be happy with future purchases through them.....

PA two thumbs up IMHO.........

 

[Bcollins111900]

Jeremy thank you for the offer but I have already purchased a pump elsewhere (not trying to rub salt into an open wound), but once again thank you.