not happy....

[am3gross]

drove from va to indiana... wanted a calcium reactor and wanted to check out the new store. talked to the guy on the phone and he said he had one in stock. (korallin) so when i got there and the gentlemen went to the back and started getting all the pieces. come to find out they had packed a denitrate filter in the box labeled korallin calcium reactor... not there fault.. i can see that happening. so then i decided to take a look at the geo brand calcium reactor. well they did not have that one either. but thats ok. not really needing one right away so i can do some more homework and make sure i am getting the right one. but what kind of made me mad was when i asked about the 175 watt mh ballasts that they had for 39.99 and they could not find them either. i really wanted to get those ballast. i could of used those!... right now i would have to put premium on my time out list! next time i am in indiana i will stop back by and see if they can make me happy. i had really high hopes of them and they let me down. dont know if it is just the new store location syndrome or what but hopefully they wont disappoint me again. i would like to say that the gentlemen helping me was of big help and it really was not his fault. just as a tip if someone from premium reads this i would definately do some labeling in that warehouse. put everything together like lights, ballasts, reflectors, and bullbs in one section and then filter stuff in another and so on. i am sure you guys thought about this and i am sure you are very busy but if you straighten things up a bit you will dind that things will fun alot more smoothly and wont be working as hard.

mike gross
(am3gross2004@yahoo.com)

 

[Jeremy B.]

Hi Mike,

Sorry about the problems at the store this weekend. We hate to see you disappointed.

We are really not setup real well for local retail shopping. Our main business is mail order during the week. Our drygoods area is over 10 thousand square feet of merchandise and even I have trouble finding items. Our weekend crew works part-time, so they do not know all of the product locations unfortunately.

The only ones that really know is the 3 full time shippers we have during the week for shipping out and pulling local pickup orders. Our part-time helpers are very good on just about all of the basics though, but we do not get that many local customers asking about calcium reactors and clearance items are not out on the regular shelf, so they would have some difficulty finding those.

So unfortunately we are lacking in that department for local shopping, but the reason our prices are low is because of our mail order business and only way to really improve finding the products is having one of the shipping guys work on Saturday too, but usually we only have 1 or 2 items that we can't find, so it's just not financially feasible to do that.

I've always tried to keep our mail order prices available to local shopping, and to do that I have to keep a low overhead, which comes with some drawbacks unfortunately and that certainly is the biggest drawback.

Thanks for bringing up the problem though, we are always trying to find ways to improve our service whenever possible.