shipping issues

[jscarlata]

I'm curious about your shipping policies and choices. I normally am willing to pay extra to avoid using ups ground as they tend to be the slowest of the bunch, I usually prefer USPS priority and am happy to pay extra for it as I know I will get my items in 3 days or less. Last night i made an order with your shop, small parts nothing huge, and I selected your "expedited" shipping option and paid extra, even though it did not detail what the extra money included or what the shipping option was. Today I received my invoice and was told my items shipped ups ground. I have to say that I was more than aggravated by this. It's not the money, we are not talking about overnight or anything and the dollar amt is low, but the whole thing really annoyed me. Why do you offer an expedited shipping method if you don't use it, especially if you charge for it? I replied to the email I received but most likely it's too late to change my order.

 

[jayinh]

at least you got an email....most of us dont get those from this vendor. i had issues with AC and switched to another sponsor here on RC and they are way better at customer service. good luck

 

[RoscoPColtrane]

I placed an order Tuesday PM for a part that I urgently need. Thursday morning and still no email indicating the item has been queued to ship. This is somewhat disappointing and will probably be my last order with this company.

 

[vbsaltydog]

I also put in a bad review of this vendor in this forum a while back. I wonder where my review went?

That should tell you something about the vendor.

Im sure this post will get deleted too.

 

[RoscoPColtrane]

I just wanted to update this post, since I may have spoken too soon. I ordered an item late on the 23rd. 48hrs later I received a tracking number indicating the item shipped on the 24th. If I had received the tracking number as soon as it was sent to fedex there would have been no worries. I just wasn't aware the order was shipped until 24hrs after it had gone out.

The bottom line is my order was placed in a reasonable time and I would do business with this company again. A notification that my item was shipped in real time would have alleviated any concerns. Hope this helps...

 

[tommy tomato]

i also had the same issue as the OP. I sent an email:



Hi, I paid for premium shipping and you guys sent it UPS ground, which is no different from your 5 dollar shipping. No big deal, but I expect to be credited the $8 difference.


Thanks

and the reply was:


Premium shipping does not mean next day shipping. When you select this type of shipping method and you are within the guidelines of time frame. We will ship you order same day but it still uses UPS/FedEx/USPS. The advantage is your order went ahead of other orders that was placed earlier than yours. I provided you a link to our policy regarding shipping and please review under "Premium Shipping" for it will help clarify this issue. Your order was processed and ship same day it was ordered.


so basically they send out your order sooner but still via ups ground... waste of money. if you dont mind waiting a week, aqua cave has decent prices.. but the premium shipping is a total waste of money.

 

[vbsaltydog]

That sounds like a misleading way to increase profits per sale. They know that people dont read the shipping policy page prior to ordering. Unethical behavior in my opinion.

 

[James77]

nevermind

 

[James77]

They know that people dont read the shipping policy page prior to ordering. Unethical behavior in my opinion.

Whose fault is it nobody reads their policies? What are they expected to do....tie people into chairs, tape their eyes open and force them to read the policies? First thing anyone should do is take the 2 minutes to read any retailers policy if it is their 1st time dealing with them. Half the headaches you read about could be prevented by the consumer doing what they should do.

I have ordered expedited in the past from them, and they simply have refunded it automatically. Other companies do charge something similar to guarantee same day ship out as well. Persoanlly, i don't mind waiting a few days when ordering online, otherwise Id buy in a LFS for twice the price.

 

[vbsaltydog]

I am a web programmer and e-tailer (non reef related) with over 10 years of experience and it's not a matter of having shipping policies. It is a matter of the language that makes this behavior misleading. Paying extra for "expedited shipping" suggests that you are paying for a faster shipping method to any sensible person that is familiar with buying in an online marketplace.

If they wanted to be clear they would make it clearer in the checkout process by saying "expedited order processing" for example. This is clearly a use of language to mislead people into paying extra and then using the shipping policies page as a way to place the blame on the customer and keep the extra revenues.

All of my comments are merely my opinion and should be taken as opinion.

 

[James77]

Funny, every single website that I go to and wish to have expedited shipping gives options for it, like overnight, 2 day, 3 day. It is not called "next day" or Expedited" on their checkout page, it is called premium shipping.

This is right off of their policy pages:

"When you choose Premium Shipping method at the checkout we will ship your order the same day it was placed. For same day shipping, orders need to be placed before 5PM Central Time. Orders placed after 5PM Central Time, on weekends or holidays will ship following business day. If we are unable to expedite your order, Premium Shipping fee will be refunded back to your account."

They will ship your order the same day it was placed if you choose so. Pretty striaghtforward.

Then this:

"If you need to expedite your order via Next Day or 2nd Day Delivery Service Please Call us at 847-775-0640. "

They do not offer overnight shipping at checkout, you need to call. Again, about as simple as can be. It is right on their shipping policies page, it would take but a minute to read. Then I would review their return policy just in case I needed to return something and check if they charge a restocking fee, as well as review all their policies to check if anything may be in conflict with what I want. Internet shopping 101.

 

[James77]

I also put in a bad review of this vendor in this forum a while back. I wonder where my review went?

That should tell you something about the vendor.

Im sure this post will get deleted too.

The first post was never deleted in the first place, a simple search brought it up in seconds. Your post was in this thread:
http://reefcentral.com/forums/showthread.php?t=1788655

You will pay more elsewhere to avoid them because of a couple extra days of shipping?

Ground? I take ground to mean the most economical way of shipping. UPS or FedEx do not have trademarks on those terms. Ground is exactly that...the package will travel on the ground and not by air.

Im curious as to just how long the package took to get to you, and how long it would have taken UPS to do the same. I am sure the difference between the two was a few days tops. Again if you needed something that fast, go buy it in a store. Otherwise, get some patience.

 

[vbsaltydog]

@james77

You are making lots of excuses for poor service.

Your? site led me to believe my order was being shipped UPS/FedEX Ground or USPS Priority based on the language used (Ground Shipping) and the cost associated (approx. $10.00) but instead it was shipped USPS Parcel Post which is the slowest and cheapest shipping available.

Now the "expedited shipping" issue that others are having is misleading for the same reasons, language used and cost associated leading customers to pay more for a service they think they are getting only to be surprised later that their extra cost went into the seller's pocket and not into the service suggested.

I dare you to find me one other site that charges you extra in order to process your order the same day and moreover, call that service "Expedited Shipping".

You may reply for the masses if you want but as for me, I am done listening to you defend these tactics. They are prime examples of "bait and switch" in my opinion.

 

[James77]

You are making lots of excuses for poor service.

No, I am not. I am merely pointing out how simple it is to find an explanation of their policies right there on their policy page. There was no poor service here.

Your? site led me to believe my order was being shipped UPS/FedEX Ground or USPS Priority based on the language used (Ground Shipping) and the cost associated (approx. $10.00) but instead it was shipped USPS Parcel Post which is the slowest and cheapest shipping available.

My site? Oh, I get it....since I am pointing out that their policies cover the problems here, I am defending them, so it must be my company. Good one Funny how that old gag is always pulled out....

They led you to believe or you misunderstood? Ground shipping does not mean UPS or FedEx, I already pointed that out to you. Ground means just that, GROUND. It is generally considered the cheapest method of shipping.

You did not answer my question of just how much longer it took for your package to get there compared to UPS Ground than with Parcel. Im willing to bet it is the matter of a day or two difference, isn't it?

Now the "expedited shipping" issue that others are having is misleading for the same reasons, language used and cost associated leading customers to pay more for a service they think they are getting only to be surprised later that their extra cost went into the seller's pocket and not into the service suggested.

AquaCave does not state "expedited shipping", they label it "premium shipping" and give a complete expalnation of it in their policies. It would not be misleading at all if people would do the responsible thing and read their policies....they are there for a reason.

I dare you to find me one other site that charges you extra in order to process your order the same day and moreover, call that service "Expedited Shipping".
.

NewEgg.com- happy now? But they call it rush processing.

Again, AquaCave does NOT call it "expedited shipping"!! You saying that over and over will not change that fact. Aquacave calls it "premium shipping" and includes an explanation on their policy page. Right on the checkout page, it gives you only 2 options to check off. "Best-way Ground- Free" or "premium shipping". You claim to run an etailer site.....would you not expect there to be more options for fast shipping than "premium"? As I said before, but will repeat again....every other site I have ordered fast delivery from gave many-at least 3 or 4- options, next day, priority next day, 2 day, 3 day, 3 day select, etc.

This simply comes down to people not reading shipping policies. It is the first thing you should do with any online store.

 

[vbsaltydog]

Arguing over this has already wasted enough of my time. My points were quite clear and they need no further clarification.

If someone wants to ignore my posts and order from this vendor, pay extra for "Premium Shipping" and then wonder why their order was shipped using the slowest shipping service in the Country then that is their choice.

I'm done arguing over semantics. It is easy for the vendor to use clear language such as "Rush Processing" and there is a reason why they choose not to.