Online Order

[DevinWolfe]

It was my pleasure, you should have seen mine and Spencers Blue Legs, smaller than a cotton swab head.


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[Steve W]

Did you ever hear anything about our Duncans?

Thanks for coordinating this whole thing.

steve

 

[DevinWolfe]

Still no word yet, I will call them again on Monday to see what's up.

Just glad I could help out fellow reefers.

 

[DevinWolfe]

Still no response after 3 calls/voicemails and an email (between last week and this week). There is also no sign of a credit being issued for the Duncans or macro algae.

I will keep you up to date as I hear anything.

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[Engloid]

Still no response after 3 calls/voicemails and an email (between last week and this week).

Sounds like they have wonderful customer service. :uzi:

 

[Steve W]

Slackards, if we don't hear something soon I'll stir the pot. I have a friend at the BBB, who will call them for me. Don't like to call in the favor if we don't need it but I will if we do.

Steve

 

[DevinWolfe]

Well, honestly I won't worry about it anymore if I don't hear back by Friday.

I bank with a credit union that will "flip" a charge from a phone call alone. If I don't get any info from them I will reverse the part of the charge for the Duncans, Macro, and the dead Cleaner Shrimp. I have only had to do this once before and it was one of the easiest things I have ever done.

This is one reason I didn't want to collect from you until I knew what was going to happen. I just hate to not get the Duncans from them because locally they are so expensive.

The service was great at the start, so I'm hoping it is just some kind of hiccup and everything will work out. I work in a small office (3 people) so I know how hectic things can get with such a small company.

 

[Engloid]

I bank with a credit union that will "flip" a charge from a phone call alone. If I don't get any info from them I will reverse the part of the charge for the Duncans, Macro, and the dead Cleaner Shrimp. I have only had to do this once before and it was one of the easiest things I have ever done.

I'd be tempted to reverse the entire cost, and then let them contact you for the amount of the things you did receive. Actually, the bank may not do a partial reversal anyway.

The service was great at the start, so I'm hoping it is just some kind of hiccup and everything will work out. I work in a small office (3 people) so I know how hectic things can get with such a small company.

I understand you're trying to give them benefit of the doubt, but there's a big difference in reasons and excuses. I don't think they have any excuse for not answering the phone, returning phone calls, and replying to emails. If a business doesn't keep up to date on any of those, they better not expect to do much more for me but mow my grass.

 

[Runner]

Odd that it should turn out this way. We've used them before several times and things have gone well. Then again, I've never had to call them to track down missing portions of an order, either.

 

[planejane]

I received a news letter from them last week appologizing to their customers for recent problems with CS......sounds like there's trouble in paridise. Have always had satisfactory resolutions to past problems with them.

 

[Engloid]

I received a news letter from them last week appologizing to their customers for recent problems with CS......sounds like there's trouble in paridise. Have always had satisfactory resolutions to past problems with them.

Sounds like somebody may have dropped the ball too many times and got fired. :fun2:

 

[DevinWolfe]

Just received an email back from someone other than the person I had worked with up until now. I am receiving a store credit for the amount that was not shipped, no word on the dead shrimp yet.

Not quite the outcome I was hoping for but at least its something.

So, Steve, no charge for the Duncan, just the snails, we can settle up any time that works out for you, not gonna sweat $11 and change.

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[Engloid]

Store credit is not the fair thing for them to do. What it means is that they will hold your money until you decide to buy more things....and pay shipping costs again. Therefore, with the shipping charges on an additional shipment of goods, you will lose more than the amount of the credit. I know I may be seen as a an ******* sometimes, but I'd just reverse the entire charge through the credit card company and then let them be the one wanting a fair resolution.

If it were my things that didn't ship and I was given credit, I'd be really ****ed off. It ****es me off some anyway, because we bought as a group and I feel that WE got screwed. I will definitely have to think on it some more before I'm willing to go into a group buy from them again. I will have to consider that I am taking a risk of not getting what I want and them holding my money until I decide to pay more shipping charges to use the credit.

As I said...I'm an ******* sometimes...but they are dead wrong for not giving a cash refund!!!

 

[DevinWolfe]

I agree completely with it being unfair, however, I do not recall what the terms and conditions I agreed to upon placing the order.

I will have to re-read them to be sure before I take any further action.

Spencer, as for you being an ***hole I think there is a major difference between that and being assertive. Nothing wrong with not letting people run over you. I don't intent to either, just preferred to give them more time after hearing that they have been so great to other local reefers.

 

[Steve W]

You going to the club meeting next week? If so, how about then? If you need or want it before then message me or call me at 850-5206

Steve

 

[Steve W]

By the way, I think that they are s%$#*ing you and by proxy us. They should at least give you free shipping on your next order.

I will never order from them again without some pretty serious assurances that this won't happen again, and frankly I don't know what that would be unless they want to ship COD or use Paypal.

Steve

 

[macclellan]

Were the 3 items < 25% of the order? If not, they did not follow their own policy. The relevant portion of their policy is as follows: "If LESS than 25% of your order does not meet our health requirements, we will ship the remaining items that do on the scheduled ship date, and provide credit for the items that do not. If MORE than 25% of your order does not meet our health requirements, we will hold your order until the next shipping day. You will be notified via email." from here. If so, there's less room for recourse in terms of a refund. Good luck getting it resolved.

 

[Engloid]

I agree with you Steve. We all went in and bought some stuff, but since Devin organized it, he's getting screwed. It will really make others think again before they organize or participate in a group buy from them. It's a shame that our own sponsors did that. We try and support our sponsors, but they don't seem to be supporting us in this case.

I will never order from them again without some pretty serious assurances that this won't happen again, and frankly I don't know what that would be unless they want to ship COD or use Paypal.

From my experiences, the safest way to pay is Paypal, and with a credit card. That gives double protection. Paypal has tried to screw me a few times.

I bought a Devil brand motorcycle exhaust from a guy, and he shipped me damaged a factory one. I went round and round with paypal, even had to send pictures to Devil and get a reply from them stating that it was not their exhaust.

On another occasion, I bought a playstation 2. The guy jerked me around for weeks and then said his shipment didn't come in yet. I asked for a refund but he said he would only give refund after I gave good feedback, and that would be minus shipping, handling, and ebay fees. I refused. He told me over and over that my order would "ship ASAP." I finally called and asked him what the F that meant to him. He mailed a bubble envelope with a note saying it would ship ASAP...with tracking. He gave the tracking info to paypal and they closed the claim without even investigating further or asking me if I received anything. They didn't notice that the package weight was something like 1.5oz and couldn't have been a PS2. It took me about 2 months to get my money back.

That's when I learned that the credit card payment to paypal is great...cause your bank will reverse the charge and leave paypal to sort it out.

 

[DevinWolfe]

By the way, I think that they are s%$#*ing you and by proxy us. They should at least give you free shipping on your next order.

I hate that we didn't get the Duncans, but at this point I'm just happy to have some kind of answer. I am just glad I hadn't collected any money for stuff that hadn't shipped yet.

I agree with you Steve. We all went in and bought some stuff, but since Devin organized it, he's getting screwed.

I will actually use the credit soon, so while I would have just hoped for a refund to my card, the in-store credit is still acceptable to me.

Were the 3 items < 25% of the order? If not, they did not follow their own policy.

The Duncans and Macro were ~$40 of a ~$200 order, so it didn't quite make the 25%.

I had gone back and read that a couple times lately and it seems that the first time I read the policy (prior to placing the order) I understood "credit" to mean a refund to my "credit" card. I don't think they did that intentionally and I should have just read it more clearly.



Either way, I will be using the credit to buy Chemipure Elite and Purigen for my BC-29. I need to replace them soon anyway and those items ship for free, so no extra out-of-pocket expenses. I was also considering picking up some Mag and Iodine but I'm just not sure I want to start dosing something I am not (will not) testing for.

Basically I'm satisfied, not ecstatic, but satisfied.


Cliff Notes:

Order placed
Most of order received
Money collected only for what was received
Semi-long delay in customer service response
Acceptable answer received
Credit will be used
All is well - grilled steaks and Octoberfest (tonight) make it a good day regardless.

 

[DevinWolfe]

You going to the club meeting next week? If so, how about then? If you need or want it before then message me or call me at 850-5206

Steve

I will be at the meeting, so then is fine. I'm not gonna sweat it, besides, I know all the LFSs you frequent...