Stay Away from AquaCave!

[alex1977]

There's a thread on this in the Vendor Experiences forum; I was very impressed with them at first, except for the poor communication, until I had an issue with a pH probe that they shipped DRY and was not working; they claim it works and that it's my monitor. The order was for over $1000, since I also bought a pendant, and they refused to even give me 40$ STORE CREDIT so that I could get an Apex controller, which I've been wanting to get. I did not see the return policy, and I was going by their "famous 100% satisfaction guarantee," which apparently means absolutely nothing. Way to lose a first time customer who spends several thousands a year on reef products!

What store in 2009 will not let you return an item??? And this while they lie blatantly with a meaningless satisfaction guarantee! I have filed a complaint with the Better Business Bureau and I will be following up on this, but needless to say, I would advise anyone to stay away. It's not worth the hassle. Go with DrsFosterSmith or MarineDepot - both are absolutely fantastic and have great customer service.

 

[AquaCave]

Alex,
I appreciate you sharing your opinion.
We tested your probe on two separate controllers and it worked without a problem on both of them.
I understand that since you decided to purchase different controller you do not need this probe any more. Unfortunately since it was used, we can not resell it, and because it is fully functional, we can not return it to manufacturer as warranty claim.
Our return policy is stated clearly on our website and we do our best with assisting customers when problems arise.
I hope you understand that it would be unfair and immoral for us to pick and choose selected customers to which our return policy does not apply.


Albert
www.aquacave.com

 

[alex1977]

Hi Albert - thank you for your polite response. I am not going to tell you what you should do with that pH probe. No, it did not work with my monitor and additionally, as I said, it was shipped dry and as such, its life expectancy would be reduced. Please realize the stupidity of your policy: if I wanted to be dishonest - I simply would have BROKEN that probe before returning to you! Don't hide behind the "we should do this for everybody." Yes, as a business, you SHOULD try to please everybody - at least everybody who's being reasonable. Returning a half used box of salt - no, that would be unreasonable. Returning a pH probe that's not working - independently of WHY it's not working - that's not unreasonable and you should make every effort to accomodate. I was being quite reasonable - I even said I was fine with taking store credit instead of a refund. Other vendors would be quite happy with that. Instead, you ask me to pay AGAIN to have that shipped back to me. Once again, you are being unreasonable.

Unfortunately, your response does not change the heart of the issue and I will continue fighting this legally while letting online fellow aquarists know:
1. You promise a "100% satisfaction" policy, while in reality you have a terrible return policy that in no way guarantees satisfaction. That's dishonest.
2. Compared to other vendors, such as DrsFosterSmith, marinedepot, bigalsonline, you have an archaic, excessively restrictive policy. That alone, is enough for me to repeat - STAY AWAY FROM AQUACAVE!