unhappy customer

[drego]

Web Order Number: 100043998

I have ordered quite a bit from you guys at Marine Depot in the past couple months and have been very satisfied with how all of my transactions have gone until this last....
I bought a Tunze stream from you and paid for expedited delivery from California to Ohio so I would have it in time for the major transfer of stock from my 25g nano to my new 75g tank. I recieved the Stream without all of the mounting pieces and immediately notified you explaining the urgency and requesting the missing piece. You replied in a very timely manner,
"Thanks for your inquiry. Unfortunately we do not have the part in question. I would suggest contacting Tunze directly. They can be reached via phone at 5128337546 or email at tunze@sbcglobal.net. They should be able to send out the part from their location.
Please let us know if you have any further questions. "

Now I bought this item from you in good faith believing it to be complete and now it is my obligation to contact your supplier for a part I have already paid you for?
Ok... so I contact Roger at Tunze tell which part I need and he says , " not a problem I will send it out."
I wait a week and the part finally arrives. Yeah! I get to finally use my Stream. Wrong, he did not look at the manual or reference the part number I gave you or him and he sends me the wrong part.
I immediately inform him of the mistake and forward a copy of the e-mail to you trying to keep you posted of the progress.
I recieve an e-mail from him apologizing for the mistake and saying he is shipping the part out that day.
Long story short, it is now 19 days after placing my order with you, paying you for an item, and paying you for 2nd day delivery and I still have yet to receive the complete Tunze Stream and am stuck with an expensive item I am unable to use.
I am very disappointed with how things are going so much so I paid $10 dollars more for my Euroreef skimmer elsewhere so as not to patronize you. I would hope to give you business in the future but am quite ticked now.

Thanks for the lesson in patience

John

 

[MarineDepot]

HI John,

We apologize for the inconvenience with your order. I have spoken with Roger from Tunze and he has informed us that the correct part was mailed out to you this past monday using USPS Priority Mail. Please let us know if you have received the package and if the problem has been corrected. This is standard procedure as any Tunze retailer would tell you. They would also let you know that Tunze USA has great customer support and they are quite dependable. Roger is a great guy to deal with and he rarely makes any mistakes (this is the first one I have heard about)

As far as the shipping goes, I will go ahead and refund the cost back to you due to the inconvenience.

Please let us know if there's anything else we can help you with. I can be reached via phone at 714.385.0080 or email at customercare@marinedepot.com

Ben R.
Customer Service Manager
Marinedepot.com

 

[drego]

Ben-

Thankyou for the response. I wish I had heard back from you when I sent the carbon copy of my e-mail to Roger. I understand the need to follow " standard procedure" and only wish you could have been a little more pro active in completely fulfilling my order. I thank you for the offer of a refund on shipping as this is again longer than I had anticipated waiting, as it is 8:38p.m. here and it has not arrived. I appreciate what you do for the community as a sponsor and the low prices you offer as a business and hope to send you business again.
John

 

[rvitko]

John, if it doesn't show today I'll just send another on Monday but I promise it was sent and cleary marked Priority Mail.

Also, I am sorry for the mistake, please understand that it what must be at least a thousand Streams I have not had part 6080.23 missing even once before this incident and yet part 6080.40 which used to be sent loose in the box was missing at least a half dozen times so it just was an assumption on my part from past experience.

 

[drego]

The part has indeed arrived! WOW! now that is some circulation. I understand that mistakes do occur, but feel as a customer 20 days is an excessive time to wait due to the assumptions of another. Thank you for getting the part to me. I realize you both have great reputations and excellent customer service records and merely wished you to stand up to them in my account. With that said I am quite happy with the Stream and understand what all the Tunze hoi polloi is about.
Thank you