crazy4reefs
New member
I placed an order weeks ago and never received anything. I followed up twice by emial for a status with Michelle and have not received a response. My invoice number is 622865. please advise
order status
- Thread starter crazy4reefs
- Start date
I apologize you have not received a response back from Michelle. I do see where she emailed you about the order on the 12/26, I'm assuming this was the email that you responded to her? I have a feeling it could have been filtered out by mistake.
On the order itself, unfortunately we've kind of had a "perfect storm" so to speak for the last three weeks in terms of shipping. Your order is for frozen food which we only ship on Tuesday's and Wednesday's since we pack the orders with dry ice to stay frozen during shipment.
When you ordered on December 23rd we did not ship because UPS was shut down on Christmas Day - Dec 25th, this would have changed your shipment from a 2-day shipment to a 3-day shipment, which would have had it arriving thawed to you. This pushed it to the following week, however UPS was closed on both 12/31 and 1/1 - New Year's Eve and New Year's Day, making your shipment a 4-day shipment then. That puts us to last week, which we had a major snow storm come through on Sunday, followed by brutal cold on Monday - Wednesday last week. UPS was completely shut down all through Indiana and most of Ohio on Monday and Tuesday, and then only running at about 25% on that Wednesday, still not being able to get to us.
That brings us up to this week, which we are finally back to normal with UPS and the weather. We do have your order shipping out for you today, our first dry ice frozen food shipping day since the week before Christmas. Between two weeks in a row with the Holidays falling right in the middle of the week, and then that major snow storm last week, it's really put everyone in the midwest in a bind for three straight weeks.
Again I apologize for such a long delay on this. If you have any questions please let me know, jeremy@premiumaquatics.com. I'll also followup with Michelle to see if we can find your emails in her spam folder.
On the order itself, unfortunately we've kind of had a "perfect storm" so to speak for the last three weeks in terms of shipping. Your order is for frozen food which we only ship on Tuesday's and Wednesday's since we pack the orders with dry ice to stay frozen during shipment.
When you ordered on December 23rd we did not ship because UPS was shut down on Christmas Day - Dec 25th, this would have changed your shipment from a 2-day shipment to a 3-day shipment, which would have had it arriving thawed to you. This pushed it to the following week, however UPS was closed on both 12/31 and 1/1 - New Year's Eve and New Year's Day, making your shipment a 4-day shipment then. That puts us to last week, which we had a major snow storm come through on Sunday, followed by brutal cold on Monday - Wednesday last week. UPS was completely shut down all through Indiana and most of Ohio on Monday and Tuesday, and then only running at about 25% on that Wednesday, still not being able to get to us.
That brings us up to this week, which we are finally back to normal with UPS and the weather. We do have your order shipping out for you today, our first dry ice frozen food shipping day since the week before Christmas. Between two weeks in a row with the Holidays falling right in the middle of the week, and then that major snow storm last week, it's really put everyone in the midwest in a bind for three straight weeks.
Again I apologize for such a long delay on this. If you have any questions please let me know, jeremy@premiumaquatics.com. I'll also followup with Michelle to see if we can find your emails in her spam folder.
crazy4reefs
New member
Thanks Jeremy. Looking forward to receiving my order.
crazzyreefer
New member
I too also had a issue with Michel, I talked to you twice about the Iwalki high pressure pump not working correctly, So you held the replacement Pump on your desk. My staff took off on vacation so I to fly back just to remove it and ship it to you guys for a replacement, I had multiple conversations with Michel, She stated she received it but was too busy to process the old one, but would do it latter in the day, 2 days latter it still wasn't done Then when she did, she sent me an e-mail asking questions about the Tunze kits and still didn't send the replacement pump that was being held on your desk because of two Tunze kits that didn't work for our pumps and We told you that we tossed out the pumps and were going to buy 2 more 6255 Tunze pumps from you during the Black Friday Sale, We couldn't get her to ship the pump, we were losing fish and corals, after 1 month of waiting since we sent it to you, we demanded a refund and was told that we couldn't be paid for the Tunze kits because the original packaging that consisted of a wad of bubble wrap and tape was thrown away. We still need to buy two more Tunze, but unsure of your company due to the lack of after care service we received.
Styled In The Wild
Nicholas Oberzire
Diane Kush
Benicia Ca.
Styled In The Wild
Nicholas Oberzire
Diane Kush
Benicia Ca.
I honestly do not recall this situation, however I apologize for any issue that went on and caused you inconvenience. If you would please call me directly at 317-895-9005, or email me to jeremy@premiumaquatics.com I would be happy to help out in any way that I can, and hopefully make this up to you.
christ1991
New member
I placed my order dec. 26 and have not recieved anything either
I placed my order dec. 26 and have not recieved anything either
Dang I was searching to see if anyone else had an issue I too had and issue i placed my order on dec 26th. i assume it was going to come in 3 days later. I received a call stating since i wanted 3 day shipping it could not ship out any earlier than jan 6th. which is weird but hey i said ok. I emailed Jason a couple times and asked for it to be shipped as soon as possible and i have not heard anything back since and that was 8 days ago.
I placed my order dec. 26 and have not recieved anything either
Dang I was searching to see if anyone else had an issue I too had and issue i placed my order on dec 26th. i assume it was going to come in 3 days later. I received a call stating since i wanted 3 day shipping it could not ship out any earlier than jan 6th. which is weird but hey i said ok. I emailed Jason a couple times and asked for it to be shipped as soon as possible and i have not heard anything back since and that was 8 days ago.
christ1991
New member
Dang I was searching to see if anyone else had an issue I too had and issue i placed my order on dec 26th. i assume it was going to come in 3 days later. I received a call stating since i wanted 3 day shipping it could not ship out any earlier than jan 6th. which is weird but hey i said ok. I emailed Jason a couple times and asked for it to be shipped as soon as possible and i have not heard anything back since and that was 8 days ago.
What is your order number so that I can look it up? After reading the thread posted above we have since went through our entire email system on premiumaquatics.com through all of the spam filtering, and only found a few emails in total in there, in which all have been responded to now. If you do not have an email back by now then we didn't get the email into our server from yours.
crazzyreefer
New member
I know your company had nothing to do with the initial pump issues, It was packed well and shipped promptly, the pump itself (Iwaki pumps) are almost bullet proof, Although it was extremely costly, I also don't hold your company responsible for me having to take a flight back to my office to take cake of shipping the pump, nor the cost of re shipping, which we did by air not ground to get it back to you faster, this is my responsibility, but in the end, after all of this time and expense I had to find one locally, and have it overnighted at the same cost as the pump. This I find unacceptable especially when you were holding onto the replacement pump for a month. I wrote to you in a public forum for this reason, I could have called and complained but I don't think it would have done much good and would have fell on deft ears. For a company do succeed it has to have oversight, The excuse that she was busy with other customers returns is valid, but we were losing livestock and I explained that to her. She told me that she would ship it out by the end of the day. It was a simple matter of taking the pump off your desk and shipping it. (She had already confirmed we sent the old one to you and she located it) The end result was she waited weeks after receiving it, and after our last conversation with me just about begging for her to ship it, she waited a few more days more and then sent out a email at the end of the day asking the same exact questions that we discussed 3 times already and stating that she was waiting for a reply prior to shipping.... Not acceptable.
auburnreefer110
In Memoriam
I ordered stuff from their store on ebay, And it took 11 days to get from Indy to Mass. Never again.
christ1991
New member
this is what i emailed Jason Frey (sales@premiumaquatics.com)
"I understand, can predict the weather but cannot control it! Yeah I heard the news, record cold weather. If you could ship it as soon as possible that would be preferred.
Many thanks" that was 11 days ago and still no tracking number was provided. The email before this i asked for a tracking number. Here is an internal message showing that more than one person at P Aquatics knew of my order.
"Hey Liz,
Just FYI, he was told would ship monday and had a note to ship monday, but the order was left in Special Order, so shipping would of never seen it.
I've left in SO now because i emailed him we got snowed in and see if he wants to ship next week."
In which i asked for it to be shipped as soon as possible. (no reply with tracking number 11 days now since last communcation
I dont know the order number but the email is ctijerina91@gmail.com feel free to call me
619 549 7769
"I understand, can predict the weather but cannot control it! Yeah I heard the news, record cold weather. If you could ship it as soon as possible that would be preferred.
Many thanks" that was 11 days ago and still no tracking number was provided. The email before this i asked for a tracking number. Here is an internal message showing that more than one person at P Aquatics knew of my order.
"Hey Liz,
Just FYI, he was told would ship monday and had a note to ship monday, but the order was left in Special Order, so shipping would of never seen it.
I've left in SO now because i emailed him we got snowed in and see if he wants to ship next week."
In which i asked for it to be shipped as soon as possible. (no reply with tracking number 11 days now since last communcation
I dont know the order number but the email is ctijerina91@gmail.com feel free to call me
619 549 7769
christ1991
New member
after calling several times with no answer i used there online chat system and finally spoke with someone. My order still has not shipped out yet. It will be packed and ready to ship this monday(they said that on jan 6th. we will see) so it will be shipped on Jan. 20th. It has nearly been a month. 1/12 of a YEAR.
christ1991
New member
Received a call today jan. 20th stating they are low on live rock and my order is still not ready.cannot say i am surprised worst online shopping experience ever.
christ1991
New member
And finally i just cancelled my order which really sucks. I now have to order from another site.(any recommendations)i am still shock that this place can call itself a company that provides customer service. Any company that made these mistakes would have upgraded my order to free one day shipping or just gave the comped the order for the several mistakes made on there behalf. It would have taken well over a month before they even shipped out my order guaranteed. This is posted on there forum and they wont even reply. Get yourself together over there! No more excuses.
Hi Chris,
I am very sorry this order has been drawn out as long as what it has. I completely understand your frustration, and in my opinion it has not been given the attention to detail that every order placed with us deserves, for that I sincerely apologize.
It looks like the order was originally placed on December 26th with UPS Ground being the shipping option. Since you are in California UPS Ground is 4-days shipping time frame away from us, excluding weekends. If we put the weekend in there then that would have been a 6-day shipping time, which I certainly do not recommend for liverock. Shipping your shipment out on the December 26th would have had it arriving to you on January 3rd - Friday. The reason being is because of the Holidays and UPS being closed on December 31st and January 1st.
Our standard practice is to never ship over a weekend for any livestock / liverock shipments, because UPS does not move Ground packages over a weekend. So on December 26th which was a Thursday of that week left us looking at the earliest ship date of Monday January 6th, again because the week prior UPS having two days off for New Year's Eve and New Year's Day, thus it would have made your shipment set over a weekend again.
Unfortunately on Sunday afternoon and evening of January 5th the midwest was hit by the hardest snow storm it has seen in over 30 years, followed up by two straight days of temperatures that only reached a high of -5* and lows of -15*. We were completely shut down for almost three days in the entire state of Indiana and most of Ohio. UPS didn't start running again completely until that Thursday - January 9th. Because we could not ship your order on that Monday, that again pushes you to the following Monday to ship out because you're in that 4-day shipping zone via UPS Ground. If we ship on any other day during the week the rock will sit in the box for two extra days because of the weekend.
This puts us to last Monday, January 13th, in which we sent you an email at 1:02pm eastern time to see if you could accept delivery that Friday. Since it had been so long at this point we didn't want to just ship out with you not knowing it was coming. Liz did not receive a response to that email, and you hadn't begun your correspondence with Jason yet either. Liz then called you right after she sent that email and the phone number that was provided with the order had been disconnected. Because we did not hear back that day the order was then bumped to ship the following Monday, which is today on January 20th. You had started corresponding with Jason mid last week, and even though you told him to ship immediately that meant the first possible date being today January 20th.
Again, I apologize for this becoming such a fiasco, and I definitely can see by researching all of this that we did not communicate to you about how UPS Ground works in what they consider shipping days and not shipping days, nor did we communicate to you the fact that Monday's were your only option to ship out a package because of the UPS service that was being used.
I can tell you that we pride ourselves on customer service being number one here, and this is what our business has been built on. If you are interested, I would be happy to offer to put the order back together for you and ship it out via 2nd day air at no cost to you for the rock or the shipping. I just looked at our inventory and I think I can find the pieces that you're after here right now.
I will certainly use this situation as a training tool for everyone here on how communication needs to be of the highest standards. We will do better going forward with this.
Please contact me directly at jeremy@premiumaquatics.com or feel free to call me at 317-895-9005 and ask for Jeremy and I'll get this taken care of for you today.
Thanks,
Jeremy
christ1991
New member
Jeremy Has taken extra care to make sure I was happy. It takes alot of customer service and "guts" to admit when mistakes were made. I truly appreciate how Jeremy has handle the situation by putting himself in the customers shoes and understanding where I am coming from. It was more of a miscommunication i feel. I am more than comfortable ordering from premium aquatics, as they stand behind there products and customer service. I will be uploading a video of the live rock they ship in.
Happy Reefing
Chris
Happy Reefing
Chris
