Just a be warned if you purchase this rock from Premium Aquatics it may not be in your best interest. The fist issue came when i noticed the UPS shipping weight was 49lbs i ordered 50lbs of rock shouldn't the rock itself weigh 50lbs not with packing materials i weighed it on a standard scale when i received it and it said 48lbs. My scale could be off but i doubt UPS's scale is off. and i even paid extra for a foam container for the shipping. Also when i received the rock 3/4 of it were little pieces less then 3in big. This next issue isn't an issue with premium Aquatics but this rock is very heavy so what 50lbs in another type of rock this will be a lot less rock. I also had issues paying for the rock not sure what happened but they kept declining my card ended up using paypal which takes the money from same account. may not be their issue but with it all put together kind of a disappointing experience dealing with them.
Real Reef Rock
- Thread starter zachhll
- Start date
If you'll send your order number to sales@premiumaquatics.com we can get working on making this right. I don't want any of your details made public, so if you could send that directly to the email address above with a subject of "Real Reef Rock" they'll get on it immediately. If you could include a picture of the contents of the box, it'll help with the UPS shipping claim as well.
Again, I apologize for the hassle, as I work remotely and don't have direct access to the ordering system. I'm sorry that you had even one bad experience ordering from us. As soon as we have your order information, though, we'll do everything we can to make this right.
Again, I apologize for the hassle, as I work remotely and don't have direct access to the ordering system. I'm sorry that you had even one bad experience ordering from us. As soon as we have your order information, though, we'll do everything we can to make this right.
sean obergfell
New member
Great customer service!!
I am amazed how people love to make their complaints public. When PA has amazing customer service!
Talk with them first and resolve before throwing dirt.
People amaze me.
I am amazed how people love to make their complaints public. When PA has amazing customer service!
Talk with them first and resolve before throwing dirt.
People amaze me.
not out to throw dirt was in contact with them in the first place but had issues took three days to even get it ordered. Second when someone pays $300 for 50lbs of rock i would expect it to be premium grade. I am going to let them try to fix the issue I'm just putting it out their because obviously some one is trying to get over on customers. All i have for a picture is the rock in the tank as i didn't want it sitting in the box any longer then necessary but ill get an email sent in.
We're definitely not trying to scam anyone out of their rock... As I mentioned, I work remotely so I don't have all the details. What I will say is that the weight issue could have been as simple as the scale in livestock being off of calibration that day. It's supposed to be zeroed out at the beginning of each day, but perhaps something came up and it was missed. We don't intentionally try to cheat anyone of any weight - it would be silly to do so when the weight is printed onto the shipping label.
I'm not sure why you were sent "3/4 of it... less than 3" big" - all I can assume is that there was some rough handling and breakage in transit. We typically consider 3" pieces to be rock rubble, and sell them as such. That's why I asked for a picture. UPS generally acknowledges their handling issues with a photo.
Again, I'm sorry that you had a bad experience, and I'm doing everything I can to make this right for you.
I'm not sure why you were sent "3/4 of it... less than 3" big" - all I can assume is that there was some rough handling and breakage in transit. We typically consider 3" pieces to be rock rubble, and sell them as such. That's why I asked for a picture. UPS generally acknowledges their handling issues with a photo.
Again, I'm sorry that you had a bad experience, and I'm doing everything I can to make this right for you.
I'm glad we got you taken care of. We're also changing our boxing/packing policy on the real reef rock. It's very thin, flat and brittle, and we should have taken better precautionary measures before sending your order.
I'm sorry you had to go through the hassle, it should never have happened. Please let us know when your replacement rock arrives, and if you're happy with it.
I'm sorry you had to go through the hassle, it should never have happened. Please let us know when your replacement rock arrives, and if you're happy with it.
i would like to say thanks again for helping me with this issue you have more then made up for it. As the other person on here said Premium Aquatics has the best customer service they have more then made of for the issues i had thanks a lot. Plus it was packaged way better this time
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Thanks for letting us make this right, and for helping us recognize the packaging situation on the Real Reef Rock. That knowledge will really help us going forward. I'm glad you were able to get the rock you wanted, and don't hesitate to let us know if there's ever anything else we can do for you!
