Not too happy with MD!

[origreefer]

OK, I placed a large order with MD on Mon. Today, I noticed today my card still hadn't been charged so contacted them via live chat to ask why order had not been shipped. They told me my card was declined, and that they sent me a email telling me this, and I had to call a number to clear it up. So, I called and gave them my card again. Just for grins, I called my credit card company to find out why my card was declined. They had no record of MD trying to make a charge. Then, I got home to recheck my emails, and MD did not send me any email about a declined card! What are they covering up? Poor service? Here I am with 3 days wasted waiting for my order. I feel like cancelling the $1400 order.

 

[MarineDepot]

Your MarineDepot.com Order

Your MarineDepot.com Order

OK, I placed a large order with MD on Mon. Today, I noticed today my card still hadn't been charged so contacted them via live chat to ask why order had not been shipped. They told me my card was declined, and that they sent me a email telling me this, and I had to call a number to clear it up. So, I called and gave them my card again. Just for grins, I called my credit card company to find out why my card was declined. They had no record of MD trying to make a charge. Then, I got home to recheck my emails, and MD did not send me any email about a declined card! What are they covering up? Poor service? Here I am with 3 days wasted waiting for my order. I feel like cancelling the $1400 order.

Hi, origreefer. Would you mind calling us toll-free at 1-800-566-FISH (3474) as soon as possible regarding your order? The issues you mentioned in your post are uncommon, although not completely out of the ordinary. What is peculiar, though, is that you experienced issues with not only your payment method, but also with our email system.

Generally speaking, when the card issuer has no record of a charge attempt, that means we don't have the right card number, expiration date or the security code on the front/back of the card. You mentioned you called in and supplied your card info again so that seemingly would have resolved the issue, but evidently not.

As far as emails go, all of our transitional emails are automated so there should be no reason why you were not notified of a declined card. A card declination would trigger the email to notify you there was an issue. Have you been receiving emails from us at all? If not, we may not have your email address listed correctly in our system or the emails could have been filtered out by your junk folder, ISP or ESP.

Suffice to say, we absolutely want to help you with your order and get it shipped out ASAP! Of course, if you'd prefer, we can cancel your order so you can pick up the equipment locally or purchase from another online store. We just want you to be happy and for you to get the supplies you need for your tank as soon as possible.

We hope to hear from you soon and sincerely apologize for the delays.

 

[pugcrush]

MarineDepot is nothing but top notch! Their customer service is definitely great.

OP, probably double check your folder or spam? I had a hiccup on my last order that I called in to get cleared up after I got an email.

 

[cap032]

Sounds like the OP made an error giving the card # and is blaming MD. lol Ive had nothing but good experiences with MD. Thats not to say they arent capable of a mistake, but they are one of finest companies in the business.

 

[James77]

Covering up?

It sounds like an honest mistake at worst.... more likely a combo of improper card and computer crap.

Pretty much every retailer gives an instant order confirmation, or you can at least check your order history on the site. If you don't get any email and no sign of your orde withing a day....give them a yell

 

[MarineDepot]

MarineDepot is nothing but top notch! Their customer service is definitely great.

OP, probably double check your folder or spam? I had a hiccup on my last order that I called in to get cleared up after I got an email.

Sounds like the OP made an error giving the card # and is blaming MD. lol Ive had nothing but good experiences with MD. Thats not to say they arent capable of a mistake, but they are one of finest companies in the business.

Covering up?

It sounds like an honest mistake at worst.... more likely a combo of improper card and computer crap.

Pretty much every retailer gives an instant order confirmation, or you can at least check your order history on the site. If you don't get any email and no sign of your orde withing a day....give them a yell

Thank you for sharing your favorable experiences, everyone! We believe we can turn even the most unfortunate of circumstances into a favorable outcome if given the opportunity. Hope everyone has a nice Monday!

 

[powdertang05]

I have made way too many transactions with MD. probably more then I want to even count or my wallet wants to count. Never had issues. I worked for a credit card company for 5 years. I'm guessing user error 100%.

 

[albano]

give the guy a break

 

[origreefer]

Hi, origreefer. Would you mind calling us toll-free at 1-800-566-FISH (3474) as soon as possible regarding your order? The issues you mentioned in your post are uncommon, although not completely out of the ordinary. What is peculiar, though, is that you experienced issues with not only your payment method, but also with our email system.

Generally speaking, when the card issuer has no record of a charge attempt, that means we don't have the right card number, expiration date or the security code on the front/back of the card. You mentioned you called in and supplied your card info again so that seemingly would have resolved the issue, but evidently not.

As far as emails go, all of our transitional emails are automated so there should be no reason why you were not notified of a declined card. A card declination would trigger the email to notify you there was an issue. Have you been receiving emails from us at all? If not, we may not have your email address listed correctly in our system or the emails could have been filtered out by your junk folder, ISP or ESP.

Suffice to say, we absolutely want to help you with your order and get it shipped out ASAP! Of course, if you'd prefer, we can cancel your order so you can pick up the equipment locally or purchase from another online store. We just want you to be happy and for you to get the supplies you need for your tank as soon as possible.

We hope to hear from you soon and sincerely apologize for the delays.

Thanks for your reply. I gave them my card number again over the phone and the order has been shipped. No, I don't want to cancel it, I'm not THAT mad. I understand credit card numbers can be read wrong, my big issue is that I got no email reference this. I got all other emails from you but not one saying the credit card didn't work. This wasted 3 days, if I didn't call to find out why order hadn't been shipped, it could have been longer. If I were you I'd check the email automation system, perhaps someone didn't click SEND. Thanks again. I look forward to receiving my order any day now.

 

[MarineDepot]

Thanks for your reply. I gave them my card number again over the phone and the order has been shipped. No, I don't want to cancel it, I'm not THAT mad. I understand credit card numbers can be read wrong, my big issue is that I got no email reference this. I got all other emails from you but not one saying the credit card didn't work. This wasted 3 days, if I didn't call to find out why order hadn't been shipped, it could have been longer. If I were you I'd check the email automation system, perhaps someone didn't click SEND. Thanks again. I look forward to receiving my order any day now.

We will investigate to determine if there is an issue with our transactional/automated email system. If a problem exists, we will resolve it ASAP so we can prevent this type of situation from occurring in the future. We certainly apologize for the delay but are pleased we were able to get your order out. Thank you for the feedback. We want to be the best we can be so we appreciate your comments.