Shipping problem

[trailer]

I ordered some live rock last wednesday and specified a sat delivery because i knew i would be home when it arrived. i even paid the extra charge because i wanted to be sure i would be here. well i got the ship confirmation yesterday and ran the tracking number and it said that the rock will be delivered on TUESDAY instead of the sat delivery i specified. there normally wouldnt be prob and i wouldnt even care about the extra 12 bucks but i wont be home all week next week due to business and wanted to get the rock in my tank this weekend. i hope that the ups tracking site just has an error and that it really is coming today. please let me know if this might be the case.

thank yo

 

[Marinedepotlive]

Hi Trailer,

Thanks for shopping with Marine Depot Live. Saturday delivery for live rock must be specified when purchasing the rock. The standard option for the rock is a 2nd day air, Next Day Air and Saturday delivery are available but those do cost more (12 dollars extra for next day and 36 for Saturday). Unfortunately it does not appear that those options were selected for your order so the rock was shipped according to the method selected and paid for.

We do apologize for any inconvenience.

Sincerely,

Eugene Y.

MarineDepot Live

 

[trailer]

Eugene,

thanks for the quick reply. here is my order confirmation:

E-Mail worststateohio@yahoo.com (emailed)
Via Sat 01/07/06 Delivery
Payment MasterCard
Comments please try to include as many boulders and
oblong shapes as possible, no porite deposits please


Name Code Qty Each Options
------------------------------------------------------------------------------
Fiji Premium Quality TCB504 1 169.00 Delivery Method =
Second Day
Un-Cured Live Rock
Subtotal 169.00
Shipping 47.00
Tax 0.00
Total 216.00

when i chose the sat delivery from the drop down box i assumed it meant the rock would be delived on sat hence "sat 1/07/06 delivery". please help me understand as i have paid $47 more for shipping than normal 2nd day. here is what you website says:

The price includes the costs of shipping 2nd day or $12.00 additional for Standard Overnight. The shopping cart will add additional shipping costs to this item, but it will be removed later when it ships out.

maybe the $47 is the "extra cost" but i am still unclear on if i choose the sat option how that would mean anything different.

please dont take this as coming off like a jerk (it is hard to convey demeanor over the net) as i have had 2 successful orders from marine dpot in the past with no problems. just curious. thanks.

 

[trailer]

Ok,

i have gone back and looked at the site and realized that there are options on the drop down box on the website. i guess i was confused as i figured that the choices on the order confimation page were correspondent with the intial order page. i also figured that since there was an extra $47 charged that it meant the sat delivery option had been accepted. i see where things got screwed up but the order pages are quite confusing. i'm not sure why you guys just dont ship the day the order is placed (whether it be overnight, 2nd day, or staurday) instead of having 5 options on the order info page which to me meant the day you want the shipment to arrive to your house.

 

[Marinedepotlive]

Hi Trailer,

Thanks for the reply. The 47 dollars or the regular 35 dollar charges don't apply to the liverock. That amount was removed before your order was actually charged.

The multiple delivery date option is meant to be a service for our customers. We try to provide as much flexibility on when you want the package delivered so that we fit your schedule instead of the other way around.

Sorry if there was any confusion on the shipping. Let me offer you a 20 dollar credit with us for your trouble. When you place your next order, just leave me a reminder and I'll deduct the credit from your total.

Sincerely,

Eugene Y.

MarineDepot Live

 

[trailer]

Thanks Eugene, i appreciate the courtesy. it makes sense now but was all a little confusing and like i had mentioned, it wouldnt be a big deal but i will be out of town next week so i will have to find a way to get it indoors. no hard feelings as you guys have been good in the past just wanted some clarification. thanks again.

 

[liao]

shipping

shipping

Now that is customer service.:thumbsup:
I made a dry good order years ago and they left a simple filter bag out. I called and they said no problem and OVERNIGHTED it:eek1:
I'm glad things haven't changed since then. Keep it up!

 

[Augy]

I think the shipping options and drop-down menu on the order page are a little confusing. Because of this and needing a Saturday delivery, I placed my order via telephone last Thursday. Unfortunately, the same thing that happened to Trailer happened to me and my LR isn't due to arrive until Monday.

Eugene responded in a timely manner to my email to their customer support contact on Saturday. They have offered to refund my purchase if I return the rock and have stated that they already have refunded the additional shipping charges ($47). I do intend to return the rock...I will not be available Monday to accept it and I really want to limit the amount of time the rock is in transit (hence the willingness to pay overnight shipping charges).

I'm hopeful things will work out with minimal difficulty. That this could happen to both Trailer and I on the same weekend suggests MDL needs to look into this and take corrective action.

 

[Augy]

I returned the rock and MDL gave me a full refund. Unfortunately, it didn't work out with some shipping issues but I am very happy with the customer service and wouldn't hesitate to order from Marine Depot again.