Unhappy with Marine Depot

[LasVegasRobert]

I ordered from them last Monday and my order still isn't here so I called. The guy I talked to had to call me back after some research. Appearantly, they hadn't even sent my order. He said my order was set to be shipped today and they would upgrade shipping to a 2 day service. I cancelled my order without further thought. This is all about customer service, I have many vendors to use on the internet, and they blew it. My order sat in their computer for exactly a week and they didn't even know.

By the way, this was my FIRST order for my FIRST mini reef - not a great start.

Next!!!

 

[MarineDepot]

Hello Robert,

Thank you for your post, I do want to apologize for the mishap. Unfortunately it looks like your order was not imported fully into our system from the internet. The importing of orders process is an automatic process and is not manually done. Unfortunately our team did not catch it in time to notify you of the system glitch to correct the problem and make it right for you. I would like to make your shopping experience with Marine Depot a pleasant one and to give us a second chance. We do go the extra mile for our customers and would like to do the same for you. Once again I do apologize for the problem you experienced and do hope you give us a second chance to make it right

Walter F
Marine Depot Customer Services Supervisor
714.385.0080 Phone
714.385.0180 Fax
www.MarineDepot.com

 

[LasVegasRobert]

I don't mean to make this an all out war session, but it seems all too suspicious that the only part of the order that was received was a direct shipment from Spectra Pure.
I got the email notification with all products on it and my RO/DI was in the middle of the list between other ordered items. How can that be the only one that got downloaded?
There has to be a check and balance system - there was a dollar amount on my confirmation and everything.
Sorry, you just have a system that failed.

If the customer service representative would have appoligized, if he would have offered overnight, I would probably have a different opinion. BUT he simply said, "hey your items are due for shipping today and we can upgrade to a 2 day service."

 

[Slickdonkey]

Rob, I've had nothing but good experiences with MD, after probably 40 orders and thousands of dollars they have never let me down and have always been prompt.

Sorry to hear of your experience, do give them another shot, they are one of the best in the industry IMO.

I am not a cheerleader, just my experience

 

[30reef]

Yes, MarineDepot has an exceptional staff and will help you out. Just as Slickdonkey stated, I too have probably 40 orders and spent many thousands of dollars with them. Give them a chance to make things right.

I always check for the automatic e-mail from them confirming the order and then follow up on the tracking info with UPS.

Good luck on your reefing adventure.