Snarkys
.Registered Member
Wasnââ"šÂ¬Ã¢"žÂ¢t sure if I should write this because in the end I was happy with the way my problem was resolved but after thinking about it I decided that this is what this forum is for.
Few months ago I ordered a Randalls goby and Randalls Shrimp from marine depot live. When I received the package I found a very small randalls goby and the wrong kind of pistol shimp. The goby swam off into the rocks never to be seen again. I called marine depot and they said they would get back to me about the problem. I did not complain about the goby because at the time I didnââ"šÂ¬Ã¢"žÂ¢t know if it was still alive or not and the fact is it could have died from numerous things I guess. For all I know it jumped out. After a few more phone calls and emails with pictures of the wrong pistol shrimp someone finally got back to me and told me they were sorry and they would be happy to ship me out a new one for free with free shipping and if I wanted I could also add other items to the order and take advantage of the free shipping. I was very satisfied with this response.
Turns out I also had a problem with fedex that day. They never even tried to deliver the fish . I found out at about 1pm when I looked at the tracking number. When I called fed ex they made me go pick the fish up at one of their offices. When I got there the driver came out and swore that he had come to my house and even got a trainee to come out and lie for him that he was in the truck and they did come to my house . He told me he even rang my doorbell twice ââ"šÂ¬Ã‚¦Ã¢â"šÂ¬Ã‚¦.. I donââ"šÂ¬Ã¢"žÂ¢t have a doorbell, only two exposed wires. Anyways fed ex refunded the $55 for shipping to marine depot. Told me they canââ"šÂ¬Ã¢"žÂ¢t refund it to me because I was not the one who gave them the money. Marine depot told me it takes up to 2 months to get the refund and they will work it out with me when they get it . Again I am satisfied with this response.
Two months later I order the new shrimp (free), two true percs ( $19 each) and a new randalls goby($38) to replace the one that disappeared and was told the shipping was free. When I got my invoice I was paying for the shrimp , the goby and shipping but got the two percs for free ââ"šÂ¬Ã‚¦Ã¢â"šÂ¬Ã‚¦ no idea how they could mess it up like that. I called and they of coarse fixed it and refunded the difference. Package comes ââ"šÂ¬Ã‚¦.. I got the shrimp and two percs but instead of sending me a randalls goby I got a rainfords gobyââ"šÂ¬Ã‚¦ so they shipped me the wrong item again . after a few phone calls and emails they tell me once again they will ship me a new goby with free shipping . During this phone call I ask them if they will be refunding me the money fed ex gave them and they said no because the last order had free shipping. I told them that had nothing to do with them and if my problem with fed ex had never happened they still would have had to give me free shipping because they shipped me the wrong item and even on the replacement shipped me the wrong item ââ"šÂ¬Ã‚¦. Why should they benefit $55 from my problems with fed ex ? They agreed that either way they would have had to ship my second shipment for free because of their mistake but did not agree that they should give me the money fed ex refunded . At this point I am not feeling to good about all this and I asked them if instead of shipping me a new randalls goby with free shipping id like for them to just refund my $38 for the goby and the $55 for my original shipping (they donââ"šÂ¬Ã¢"žÂ¢t make anything off selling me the goby but this should cost them the same as shipping me a free one)I had enough of this, I never did get what I ordered and one of the items died right away (was never holding them responsible for this but it is still a disappointment). Few days latter I have to call them to get a response but they tell me that they will refund me half the shipping and the $38 for the goby I never got. I was not happy with this considering they got my money from fed ex but I did not want to deal with it any more and decided it was acceptable.
Two weeks later I look and my money was still not refunded to my credit card. I call them and ask why ââ"šÂ¬Ã‚¦ They tell me that they are no longer going to refund me anything because fed ex sent me a check for the shipping . Fed ex never sent me anything and explicitly told me there is no way they could refund anything to be because I never paid them anything, marine depot did. They have no choice but to refund them the money and I can deal with them. More to the point, forget the shipping, why are they not refunding the $38 for the goby I paid for and never received? I told them I am calling fed ex and I will get back to them! I called fed ex and after talking to about 5 people and a half hours time I got conformation that they did indeed refund the money to marine depot. I asked again to confirm, it was not sent to me but you gave it to marine depot? She told me they would never give me the money because marine depot is the client that game them the moneyââ"šÂ¬Ã‚¦.. This means that I was either strait out lied to , knowing how hard it is for you to get a strait answer from fed ex (they donââ"šÂ¬Ã¢"žÂ¢t want to deal with you unless you are the shipper) or someone was sorely misinformed . not sure how that could happen.
At this point I get to talk to Henry at marine depot. I have to say the story changes drastically here. Henry takes about 5 minutes to listen to my story and then tries to get me to stay with them and tells me he will ship me a new fish. I told him that i am going to use a different company and would rather get a refund . I also explained that would l really would like this to all work out so I can feel good about still shopping at their dry good store as I order like 90% of my dry goods from there and have never had any problems. I donââ"šÂ¬Ã¢"žÂ¢t want to walk away from this experience feeling so jaded that I canââ"šÂ¬Ã¢"žÂ¢t shop their either. He then told me he was going to refund the full $55 for my shipping, the $38 for my fish and would also give me a $40 credit for live goods in hopes that I would try them again sometime. It really bothers me that it was this much work but I am satisfied with this solution .
Iââ"šÂ¬Ã¢"žÂ¢d like to say that I understand that people make mistakes , god knows I do , but when something goes wrong I think you should take responsibility, say you are sorry and fix when went wrong . This was way to much work to get them to fix their mistakes. No one should have to go though all this. I would say that I am satisfied how Henry dealt with this in the end and appreciate the $40 credit but I donââ"šÂ¬Ã¢"žÂ¢t think I will use it because I can shop at some of the smaller venders and save that much just because they price their items lower. I thought by using a bigger company like yours I would have a better shot at getting healthy specimens. This is worth paying a few bucks more in my eyes. Because of Henry I will continue to shop at the dry goods part of your operation and hope that things go as smoothly as they always do : )
Ryan B.
Few months ago I ordered a Randalls goby and Randalls Shrimp from marine depot live. When I received the package I found a very small randalls goby and the wrong kind of pistol shimp. The goby swam off into the rocks never to be seen again. I called marine depot and they said they would get back to me about the problem. I did not complain about the goby because at the time I didnââ"šÂ¬Ã¢"žÂ¢t know if it was still alive or not and the fact is it could have died from numerous things I guess. For all I know it jumped out. After a few more phone calls and emails with pictures of the wrong pistol shrimp someone finally got back to me and told me they were sorry and they would be happy to ship me out a new one for free with free shipping and if I wanted I could also add other items to the order and take advantage of the free shipping. I was very satisfied with this response.
Turns out I also had a problem with fedex that day. They never even tried to deliver the fish . I found out at about 1pm when I looked at the tracking number. When I called fed ex they made me go pick the fish up at one of their offices. When I got there the driver came out and swore that he had come to my house and even got a trainee to come out and lie for him that he was in the truck and they did come to my house . He told me he even rang my doorbell twice ââ"šÂ¬Ã‚¦Ã¢â"šÂ¬Ã‚¦.. I donââ"šÂ¬Ã¢"žÂ¢t have a doorbell, only two exposed wires. Anyways fed ex refunded the $55 for shipping to marine depot. Told me they canââ"šÂ¬Ã¢"žÂ¢t refund it to me because I was not the one who gave them the money. Marine depot told me it takes up to 2 months to get the refund and they will work it out with me when they get it . Again I am satisfied with this response.
Two months later I order the new shrimp (free), two true percs ( $19 each) and a new randalls goby($38) to replace the one that disappeared and was told the shipping was free. When I got my invoice I was paying for the shrimp , the goby and shipping but got the two percs for free ââ"šÂ¬Ã‚¦Ã¢â"šÂ¬Ã‚¦ no idea how they could mess it up like that. I called and they of coarse fixed it and refunded the difference. Package comes ââ"šÂ¬Ã‚¦.. I got the shrimp and two percs but instead of sending me a randalls goby I got a rainfords gobyââ"šÂ¬Ã‚¦ so they shipped me the wrong item again . after a few phone calls and emails they tell me once again they will ship me a new goby with free shipping . During this phone call I ask them if they will be refunding me the money fed ex gave them and they said no because the last order had free shipping. I told them that had nothing to do with them and if my problem with fed ex had never happened they still would have had to give me free shipping because they shipped me the wrong item and even on the replacement shipped me the wrong item ââ"šÂ¬Ã‚¦. Why should they benefit $55 from my problems with fed ex ? They agreed that either way they would have had to ship my second shipment for free because of their mistake but did not agree that they should give me the money fed ex refunded . At this point I am not feeling to good about all this and I asked them if instead of shipping me a new randalls goby with free shipping id like for them to just refund my $38 for the goby and the $55 for my original shipping (they donââ"šÂ¬Ã¢"žÂ¢t make anything off selling me the goby but this should cost them the same as shipping me a free one)I had enough of this, I never did get what I ordered and one of the items died right away (was never holding them responsible for this but it is still a disappointment). Few days latter I have to call them to get a response but they tell me that they will refund me half the shipping and the $38 for the goby I never got. I was not happy with this considering they got my money from fed ex but I did not want to deal with it any more and decided it was acceptable.
Two weeks later I look and my money was still not refunded to my credit card. I call them and ask why ââ"šÂ¬Ã‚¦ They tell me that they are no longer going to refund me anything because fed ex sent me a check for the shipping . Fed ex never sent me anything and explicitly told me there is no way they could refund anything to be because I never paid them anything, marine depot did. They have no choice but to refund them the money and I can deal with them. More to the point, forget the shipping, why are they not refunding the $38 for the goby I paid for and never received? I told them I am calling fed ex and I will get back to them! I called fed ex and after talking to about 5 people and a half hours time I got conformation that they did indeed refund the money to marine depot. I asked again to confirm, it was not sent to me but you gave it to marine depot? She told me they would never give me the money because marine depot is the client that game them the moneyââ"šÂ¬Ã‚¦.. This means that I was either strait out lied to , knowing how hard it is for you to get a strait answer from fed ex (they donââ"šÂ¬Ã¢"žÂ¢t want to deal with you unless you are the shipper) or someone was sorely misinformed . not sure how that could happen.
At this point I get to talk to Henry at marine depot. I have to say the story changes drastically here. Henry takes about 5 minutes to listen to my story and then tries to get me to stay with them and tells me he will ship me a new fish. I told him that i am going to use a different company and would rather get a refund . I also explained that would l really would like this to all work out so I can feel good about still shopping at their dry good store as I order like 90% of my dry goods from there and have never had any problems. I donââ"šÂ¬Ã¢"žÂ¢t want to walk away from this experience feeling so jaded that I canââ"šÂ¬Ã¢"žÂ¢t shop their either. He then told me he was going to refund the full $55 for my shipping, the $38 for my fish and would also give me a $40 credit for live goods in hopes that I would try them again sometime. It really bothers me that it was this much work but I am satisfied with this solution .
Iââ"šÂ¬Ã¢"žÂ¢d like to say that I understand that people make mistakes , god knows I do , but when something goes wrong I think you should take responsibility, say you are sorry and fix when went wrong . This was way to much work to get them to fix their mistakes. No one should have to go though all this. I would say that I am satisfied how Henry dealt with this in the end and appreciate the $40 credit but I donââ"šÂ¬Ã¢"žÂ¢t think I will use it because I can shop at some of the smaller venders and save that much just because they price their items lower. I thought by using a bigger company like yours I would have a better shot at getting healthy specimens. This is worth paying a few bucks more in my eyes. Because of Henry I will continue to shop at the dry goods part of your operation and hope that things go as smoothly as they always do : )
Ryan B.
ne of the products dies ( may or may not be their fault but still a disappointment in a purchase )
