Received partial order.. not very happy with PA

[Baalz]

Last week I was hit by lightning and lost my Aquacontroller II, PH pinpoint and my ozoner. So thinking I could trust Premium Aquatics I ordered those three replacements 3 days ago.

I ordered an ACIII, Aquanote, Ozoner and the pinpoint monitor. Paid 2 day shipping and left a note specifying to hold and contact me if something was out of stock.

Today I receive my two day shipped order with NO ACIII or Aquanotes.
Where was the contact made to inform me that you did not have this in stock and had to drop ship it? If I had this contact I would of ordered the ACIII elsewhere since it was a Must I had it as soon as possible.

IF it was dropped shipped I wouldnt know because I have no contact from you stating so. And being that I paid two day shipping for my entire order shouldn't it be at my door today as well?

Now its a late thursday, no idea when I will receive this ACIII from you and to late to get it elsewhere.. Sounds like your plan right?

Treat customers with respect. Don't mislead them with emails that tell them their order was shipped complete.

 

[Jeremy B.]

Baalz,

Before you go off try giving us a call or sending an email and talking to us about the situation to find out what is going on and seeing if we can find a solution to the problem.

Unfortunately you just left this long message with no name, order number, or any other form of identication as to who you are so I have no way of looking your order up to see what happened with this. If you would like to email this information to me this evening since it's past our phone hours I will be more than happy to look and see what is going on and try to come to a solution to your problem.

Thanks,
Jeremy
jeremy@premiumaquatics.com

 

[Baalz]

Jeremy
I called before 6 twice and only got voice mail.
I sent an email to where your Webpage says to.
All of this before I posted this.

I am quite upset about the situation since I feel very misled.

 

[Jeremy B.]

Bob,

Thank you for sending me the email. Unfortunately I can not give you a reason as to why you were not called. It is our standard policy to notify customer's of such a large backorder to see how they want to proceed. The only explanation I can give you is that our system failed us, and for that I apologize.

What I can tell you is that the ACIII's just arrived to us tonight. We were expecting them Wednesday morning, but they did not show up. Right now the ACIII is scheduled to ship out tomorrow (Friday), in which I am upgrading it to Next Day Air shipping for Saturday delivery. That will be for the ACIII only though, as Neptune still has us backordered on the Aquanotes software. As soon as that comes in it will be shipped right out the door for you as well.

Again I apologize for the inconvenience on the entire order and us dropping the ball.

Thanks,
Jeremy

 

[Baalz]

Thank you Jeremy.
Receiving the ACIII on Saturday will be a god send. As for the Aquanotes I can make do without it until it arrives since the ACIII has its own webserver.

Would there be any reimbursal on the two day shipping I never got on my complete order?

 

[Jeremy B.]

We are going to credit you the difference between 2-day air shipping and regular ground shipping.

Thanks,
Jeremy

 

[danskim]

PA is awesome!