Order 100583346

[kirkaz]

Ordered a 28 gallon JBJ HQI Nano Cube last Monday. The tank and stand arrived 2 days later, as I was opening the tank I was thinking "boy this would be a nightmare if anything is broken".....Sure enough as I removed the first piece of styrofoam, there was a huge crack in the glass!:thumbdown I took a few pics and called Marine Depot immediately wondering what would happen. After about a 1 minute call with Kiera (sp?), a replacement was underway, I received the tracking info in less than an hour and the tank arrived again (unbroken this time) by Friday.:thumbsup:

I will say I am very displeased with UPS though, both times I watch (2 different drivers) unload the tank the same way. This is a 75 pound box with "fragile" stickers pasted all over it. Both drivers rather than using the lift at the back of the truck to get the package down to the ground choose to use their "hand truck", and THUMP...THUMP.....THUMP down the stairs at the front of the truck. Ridiculous, and lazy IMO. Using the lift would have taken them a whole 30 more seconds. They I'm sure will pick up the tank, inspect that its broken and then throw it in the trash...Crap like that just drives consumer prices up in the long run. The JBJ are packaged superbly and could only be broken by UPS mishandling.

2 big thumbs up to Marine Depot for superior customer service, 2 big thumbs down to UPS.

Wonderful tank too btw.

 

[MarineDepot]

Hello Kirkaz,


Thank you for the kind words, I'm sorry that your package arrived in the condition it did. I assure you this is not a normal occurrence, but unfortunately it does does happen, our warehouse team takes great care when packaging fragile items such as aquariums. I will address the mis-handling of your package by our carrier as you described, to my Director of Operations.

I am very pleased to hear that Kira was able to assist you in getting a replacement out to you right away. We work very hard to provide speedy and efficient customer service.

Please do feel free to contact us if you have any further questions or are in need of any further assistance we are here to help.

Enjoy your new aquarium!

Best Regards,

Walter

Marine Depot Customer Service Supervisor
1.800.566.3474