Not so Premium Aquatics

[bobioden]

I am glad you guys all have great experiences with Premium Aquatics. I have had 2 very bad ones. And I have used them 2 times.....

Attempt # 1
I ordered 15 lbs of Premium Live Rock for my 12 gal Nano Reef.

Their so called Premium Live Rock was nothing more that common base rock ( I ordered the premium, but after receiving have been credited for base rock price).

So ,so dealing.

Attempt #2:

I ordered a Salifert test kit and some Kent Liquid Calcium on the 1st of June. It was to be scheduled to be delivered on the 5th, after not showing up, it was supposed to be recheduled on the 6th, (today). After calling I am not scheduled to receive it til the 11th.. 10 days from Indy to Colorado. I don't think so...

You guys have a great reputation, but im my eyes you are very, very medicore.

Just my opinion..

Bob

 

[jasonfrey]

Hi Bob,

I'm really puzzled by your post? You ordered on 5/31 at 7:44pm, that is a saturday night. We shipped your order out Monday via UPS Ground as you specified. That seems like a perfect order to me? We did our job 100% on time.

If UPS is changing your delivery time, that is a UPS issue. WE can not control the shipping company, plus the tracking number is just an estimated time of delivery. If you sit there and track it every minute, it's going to change all the time. So you can never really trust them.

So please think about your post before you just say something negative about us. We screw up just like everyone else and we'll own up to it when this happens, but here is a perfect order that we did for you and we are getting negative post about it.

thanks

jason

 

[bobioden]

Jason,

I did think about my post before posting it. All I was doing was stating the fact that I have had 2 bad experiences with your company.

This is MY opinion only. The fact that I ordered from you the second time was giving you the benefit of the doubt after reading the reviews from others on here.

UPS fault or not. The fact is I choose to buy from you. The next time I will look to another company.

You stated this was a perfect order for you. But I am the one waiting 11 days for items that should have been here 6 days before.

This discussion is closed. Their are way to many places to buy on-line. I will just use one other than you.

Bob

P.S This is only MY opinion.

 

[GTR]

I don't think anyone at PA wears brown shirts, shorts/pants or drive ugly brown trucks so...

IMO if PA shipped as stated, then PA is not at all at fault and may in fact, due to your decision be the ultimate winner here.



Steve U

 

[opihi]

i've read your post twice and think you're being a bit harsh. once UPS takes the package its out of PA's hands. it would be the same w/ any other vendor you may try in the future.

i have ordered from PA many times, and will vouch for the fact that they take care of their mess ups. they've given me free shipping on an order after UPS lost my package, substituted items out of stock, and jason gave me a great price on my skimmer

IME, PA's one of the better online vendors.
jeff

 

[jimmyhof]

A Lesson in Customer Service

A Lesson in Customer Service

Jason @ premium Aquatics,

Good Customer Service,

1) Always apologize even when the customer is wrong (as in this case)

2) Shifting the blame to someone else (like the shipping Company looks bad) even when its their fault.

3) Try to make it right. Offer to pay for the shipping. You will find that if you complain to your shipper enough it will be comped anyway.

4) Suck it up and apologize some more.

The result is you look like you care (even if you don't) and your reputation is uuntarnished.

Just my two cents

Jim

 

[robertnb64]

1st exp was bad, they made good, 2 exp may be bad, but since PA say they shipped the 1st business day after your order we have to assume it is UPS' fault.

My observation: Made good on first order-thats a plus, responded to your post here with what I see as the dates and a verification your order was sent in a timely fashion another plus.

I have never ordered from PA before, but I have been thinking of ordering from them. After this thread I am more likely to based on my perseption of how they handled both your orders. In my mind they do seem to care and respond to posts on the board.

Good luck and I hope your stuff shows up soon as I do know how frustrating it can be waiting. I do feel your entitled to your opinion and that is what makes both this board and our country great. I also feel PA has responded in a fashion becoming a company that still believes in personal service.

 

[bobioden]

The company can respond how ever they want.

ALL I AM SAYIN IS MY EXPERIENCES WITH THEM WARRENTS ME TO NOT ORDER FROM THEM AGAIN.

Do as you all wish UPS was the fault , so be it. There are other companys out there. Premium Aquatics is not the only one.

Jason seems to be a fair and nice person. Would I do business with him again... NO.

But again this is MY opinion, you all judge yourself.


Bob

 

[bobioden]

Also seems pretty weird when I call your company now ( 6/07 at 1:50p.m. mountain time), to order the Salifert Calcium Test Kit you are out of stock. The reason I ordered from you was because I couldn't find it anywhere else, and you claimed to have them at the time.

And this is the item I can't get.

Go figure.

Bob

Coincidence?????????????

 

[bjpembo]

Your post really doesnt make any since, especially your last one. What does PA being out of a test kit after you've placed your order and PA has confirmed that they have shipped you one matter, yes they may say they have them all the time but stock runs out sometimes, but that hardly concerns you because you've already ordered. Seems to me that your reaching for something that doesnt exist, you blamed PA for messing up your order when in fact it was shipped in a timely manner and UPS has failed to get it to you on time. Everyone here seems to agree with that observation. Now your attempting to create a conspiracy theory of them being out of the item you ordered even though they've confirmed with a tracking number that your order has been shipped. Why are you giving a vendor that did nothing wrong such a hard time? I'd suggest that you either call UPS and complain about the time its taking or next time simply ask for another method of shipment, I did this after Fedex upset me by misdeliverying a package i ordered from marine depot 3 different times. That was hardly MD's fault so on my next order i simply requested a different shipping method and everything was fine.

 

[bobioden]

Bottom line, I have been displeased twice. Never again....!!!!!!

 

[bobioden]

ONCE BITTEN, TWICE SHY.

 

[SoKaL ReeFiN]

I had placed an order for a CSL 2x65 retrofit kit last month (May) on the 13th. Someone from the company called me back the next day explaining to me they needed to back order some bulbs for the kit and asked if I could wait a couple of days and that they'd call me back on when it'll be shipped out. I said sure, I can wait a couple days extra no problem. So a week goes by and I haven't heard anything, and another week goes by.. I decide to call them to see what the delay was. A gentleman on the phone told me he wasn't sure why my order wasn't sent out yet and asked if I could wait on the phone. *about 5 minutes go by..* He comes back on the line and tells me he just spoke with CSL and that they would receive the bulbs from them on the 26 or 27 of May (last month) and would ship out immediately the same day. Well.. it was June 6th (2 more weeks had gone by now..) and I still hadn't heard anything from PA so I call them again. They told me they weren't exactly sure where my order was at the moment and to wait until Monday of next week, (the 9th) and they'll call me back with what's going on.

It's almost been a month now since ordering my lights and I still haven't received anything.. I understand situations come up but it be nice if they could inform me on what's going on instead of having to wait all this time, wondering where my order is and having to call them multiple times. At this moment, I'm just waiting until my order finally arrives before I can really comment about their service.

 

[jasonfrey]

Hi SoKaL ReeFiN,

I'm really sorry about your particular order. We have had many problems with it, and have not updated you properly. That was a special order, since you didnt' want the standard bulbs with the kit. We ordered the kit and factory backordered on us, then when it finally came i believe we were out of the special bulb you wanted. We should have everything now. The person you spoke to on the phone most likely was John. He has been here many years, but he is new in the customer service area. It's very difficult to find backorders quickly, especially when you are new. We have to search through stacks of paper, no easy way to do it, especially fast.

I would recommend emailing anyways, when you email, we can work on your problem/order while we are doing other things, so you do not have to wait and most often will get updated quicker. Plus you have a written record of your email and our response. So if something goes wrong, you can show us where we made the mistake and we can fix it faster.

I'll double check on your order today and see where we are on it. Next time you order, email me at sales@premiumaquatics.com and i'll work you out a special discount because you did wait much too long for this order.

thanks

jason

 

[pepperfish]

Premium?? Aquatics, Poor Service!

Premium?? Aquatics, Poor Service!

I had no intentions of displaying my experience with Premium Aquatics, however, I agree strongly with jimmyhof - it's about good customer service. Which obviously needs some help.
My experience has nothing to do with shipping dates, or lack of product. It revolves around bad info, poor service, and alot of "passing the buck". Please note: I did have a good call with Jeremy.
I ordered about 6 items for my latest pride and joy, a 60 gallon reef tank, three weeks into a LR curing cycle. This has been a seven month project, with apprx. $500 into a custom plumbed tank, not to mention stand, canopy, lights, LR... you know the expenses.
One item I purchased was a Mag Float 360A, $20 instead of $60 for some of the others (trying to make a few sacrifices, to prepare fo some livestock). I received the products on time. I opened the magnet cleaner (my tank green) excited to use it, and no pad on the internal side. I was baffled. I went to the website to see if I had overlooked any stated need for a pad, and nothing. I then saw the product review, so I did.
This is where it gets crazy. I then receive a message from Jason, not of a "Customer Service" nature, but of defense. Well, here have a look at the mails:

Subject: New Rating/Review

Product: MAG-FLOATL Acrylic
Rating: 2
Review: Good Value, HOWEVER... It does not come with a pad???
What the?? I have been anticipating it's arrival, only to find that I can't use it until I make a trip the LFS. Maybe you should tell people it does not come ââ"šÂ¬Ã…"œready to goââ"šÂ¬Ã‚

Sent: Friday, June 06, 2003 1:13 PM
Subject: Re: New Rating/Review
Hi,
Which pad are you referring to? Mag-Float doesn't use pads, just
that coarse part that cleans the glass, then on other side is the felt like material?

Jason

From: "Clint Hollister"
To: "Jason Frey"
Sent: Friday, June 06, 2003 3:23 PM
Subject: Re: New Rating/Review


This is the Acrylic Mag-Float, the inside part has the coarse
velcro, the out side is softpad. The inside will not work alone.

From: "Jason Frey"
To: "Clint Hollister"
Sent: Friday, June 06, 2003 1:53 PM
Subject: Re: New Rating/Review


Hi,
That is how the acrylic ones come, it's a different material then
the glass, i assume some design that makes it safe for acrylic. I'm using one on my home acrylic 100 gallon tank and hasn't scratched it. I would be really careful though, not acrylic is the same, some scratches easier then
others.

Jason

From: "Clint Hollister"
To: "Jason Frey"
Sent: Friday, June 06, 2003 4:34 PM
Subject: Re: New Rating/Review


Well Jason,
All the others that I've seen (look at your line of Algae Free, Inc.
products) come with the velco (which you seem to think is the cleaner)and a pad, you guys even sell the acrylic custom cut pad. I talked to someone in your customer service center who opened a package, and agreed with me. He is sending me the cut to fit pad. Maybe you should do some research?

From: "Jason Frey"
To: "Clint Hollister"
Sent: Friday, June 06, 2003 2:50 PM
Subject: Re: New Rating/Review


Hi Clint,

Algae free does have a pad, but Mag-Float doesn't. I don't make these products, just buy and resell. Using a pad with it is fine, i would rather see it with a pad, but like i said, i didn't design it. I don't usually even sell the acrylic safe one, they just shipped us the wrong ones, so rather then ship back to factory decided to sell them at a reduced cost. So you are getting a great deal plus a free pad, can't beat that.

jason

From: "Clint Hollister"
To: "Jason Frey"
Sent: Friday, June 06, 2003 5:03 PM
Subject: Re: New Rating/Review


I didn't send you the mail, did I?
Premium Aquatics asked for feedback about the product and I gave mine, is this how all of your negative product feedback gets handled. I just stated the facts. I think that it should be stated by you or the manufacturer that it comes with no pad, just the Velcro! I am very satisfied that someone in your organization cares more about my future purchases, than my last, and
is sending me a free pad. That was not my idea nor was it my intention, I merely wanted to know if all came this way?!


Hi Clint,
I think you are mis-understanding my emails. I was trying to make sure you were happy with your purchasing and trying to explain that the item you bought was correct just the way you received it. I was not trying to pick on you or harass you, just explaining. When you called, Jeremy gave you the pad, he was the one that was mis-informed, so i'm just explaining to you
that the way you received the magnet is the way MagFloat designed it to be used, they did not design it to be used with the pad he is sending you.
Using it should be fine, i just wanted you to understand about the product you purchased, because i got the impression that you felt you were shorted on the item and that was not the case.

Emails sometimes are hard to bring across a point sometimes in a lightmanner.
Thanks
jason

Jason then sent ANOTHER mail to me, telling me to go look at the manufacturers website. Is this not what you expect them to do? I went there. No info stating anything, however there was an email address. THANKS JASON:smokin:


>To:
>Subject: Acrylic Safe Magnet...
>Date: Fri, 6 Jun 2003 15:12:18 -0700
>
>Hello,
>I just received one of your FLOAT-360A magnets.
>The inside magnet has a Velcro pad on it, is this intended for use with an acrylic safe pad?
>Is it intended to be used like this (without a pad)?
>
>I ask because some of your competitors products have replaceable pads that adhere to the velcro, when worn you replace.
>
>Thanks much for your prompt response.
>Clint Hollister


Response (note-sent on Sunday):
Mr Hollister,

The velcro pad is not for acrylic tanks. It should be a very smooth pad. This specific one you purchased was probably an error. Do not use it. I will send you a replacement Float-360A for acrylic tanks free of charge to be safe that you have the correct Mag-Float for your tank.

Thank you for your purchase of the Mag-Float, and please send me your complete address so that I can send you a new one.

Marcel - Gulfstream Tropical Aquarium

Wow, great service (with a smile)!
There are too many online companies out there to be acting like you're the only show. My future biz will definately go elsewhere.

Anyway, this post was not intended to be this long but, I think it was needed to illustrate the lack of competence (with one individual) at PA. I'm just glad I had the sense not to just use the MagFloat that way. I'm sure Jason would not have replaced my $500 tank.



:eek1:

 

[GTR]

Like the little duck in the insurance commercial... leaving the barber shop.... I'm shaking my head back and forth.

:hmm3:

Steve U

 

[jasonfrey]

Hi Clint,

First, i do not appreciate you posting private information we shared between emails. That is considered confidential and it is not for the public to view. That would be the same as recording a conversation we have and playing it in public. I know the internet lacks some self control, but that is just not right.

If MagFLoat is telling you that should of had a pad, that is fine. That is not what our MagFloat supplier told us, so if MagFloat or our supplier has wrong info i'm sorry. We got in 20 of those MagFLoat's, all Blue color, not grey like glass, and all say Arylic Model. Every single one did not have any kind of pad.

When i seen your review, i was concerned you got a wrong product and i check with you. I was just trying to help you out. I guess i should of just let it be.

jason

 

[Hvy_Dty]

I've ordered twice (three times if you count today ) from Premium Aquatics and have yet to have a problem at all. Reading some of the above posts, some of these "problems" are a joke. I work for a company that is one of UPS's largest customers and feel it's rather unfair to blame PA because a delivery was missed.
bobioden...if you bothered to get a waybill number for your order, you could have tracked it online...being that the order was so important. I don't know if you're aware, but UPS doesn't stop everything they're doing to deliver your package and there are circumstances that are even beyond their control. Have you ever heard of delayed/cancelled flights? Bad weather? Mis-routed packages? If this package was so important, why didn't you have it shipped overnight???
I think it's pretty neat that PA has a forum in which their employees take time to answer questions/concerns/problems. It shows to me that they do care about their customers.:thumbsup:

 

[nvillacci]

pepperfish

pepperfish

Ive never ordered from Jason before but what was your point? He didnt know EVERYTHING about EVERYTHING in his store? For crying out loud it was a fricking Mag-Cleaner. It seems to me Jason was trying his best to help you.

He even sold you the product cheaper then normal. I think he did point you in the right direction to the company who makes the product.

Give the guy a break, noone knows everything about every product in thier store, especially one that was sent to them accidentally.

P.s. Jason Ill take that kickback, err discount now :hmm3:

I never have ordered from Jason, just concerns me when i see good customer service getting bashed.

 

[Hvy_Dty]

I agree, nvillacci. I didn't even touch pepperfish's post. If he/she must have it out for someone if they can spend that much time cutting/pasting e-mails for their post. I'm in sales too and I know there's not a chance that I'll ever know everything about every product on our linecard.