I just finished spending $125 wasted dollars on shipping. I ordered a light fixture from them the other night. After seeing the cheaper prices at Reefgeek, I decided to go with an ATI light and tried to cancel my order. This was perhaps 1 hour after I placed the original order at 9 pm. They didn't have any cancel functionality on their website so I tried to call them. Office closed. I sent them an email telling them to cancel the order and to call me on my cell if they had any issues. Later on the next day I got an email stating that my order has shipped. This was almost 18 hours after I tried to cancel it.
I called them and they informed me that they could not cancel the order because it was already on the truck. They tried to tell me that it had been on the truck 20 minutes after I ordered it. They said the only way to return it was to let them ship it, accept it, get an RMA and then ship it back. They said that if I denied the shipment, they would charge me a 25% restocking fee. At this point the light was probably still there and had just been assigned a tracking number.
I know some of you are thinking that it is my responsibility for ordering it in the first place, and this is true, but I do a lot of internet shopping and most vendors have some process in place to change/cancels orders. In my view, Marine Depot had plenty of time to cancel it. To force me to waste $125 is not acceptable. I'm going to be spending several thousand dollars on aquarium eqiupment in the next couple of months and I'm going to try to spend none of it at Marine Depot.
I called them and they informed me that they could not cancel the order because it was already on the truck. They tried to tell me that it had been on the truck 20 minutes after I ordered it. They said the only way to return it was to let them ship it, accept it, get an RMA and then ship it back. They said that if I denied the shipment, they would charge me a 25% restocking fee. At this point the light was probably still there and had just been assigned a tracking number.
I know some of you are thinking that it is my responsibility for ordering it in the first place, and this is true, but I do a lot of internet shopping and most vendors have some process in place to change/cancels orders. In my view, Marine Depot had plenty of time to cancel it. To force me to waste $125 is not acceptable. I'm going to be spending several thousand dollars on aquarium eqiupment in the next couple of months and I'm going to try to spend none of it at Marine Depot.
