Very disappointed

[snorvich]

I placed an order for PE mysis that somehow got screwed up. First, I placed one order for 8x16 ozs and 5x16 ozs arrived. It was packed poorly so that it came thawed. A second order was also somehow placed and six times 8 ozs were shipped, again it was packed poorly so it came thawed. It came in two boxes so I paid shipping twice. I asked for my credit on file to be applied and that was not done ($50.00) I try to be loyal, but this has stretched me to the point where I will need to order food elsewhere.

 

[MarineDepot]

Hi Steve,

We apologize for the inconvenience with your order. First, I want to assure you that you were only charged for shipping once. If you can find a second charge on your invoices, please let me know and we will refund it immediately. Secondly, I do show that you were provided the store credit on this order and we charged you the appropriate amount after the credit. Again if you see otherwise please let us know, but i have verified this with my accounting team.

On your second package, we substituted 6 of the 4 oz packs for the 3 8 oz packs that were on backorder. We did this to get you your complete order as quickly as possible. There was no difference in price for this change.

If the food is not usable please give us a call and we will replace it for you. Again, we apologize for the inconvenience. Please let us know how we can help


Ben
MarineDepot.com

 

[snorvich]

Makes some amount of sense. I finally found the application of the credit. However why two boxes? Why so poorly packed? And what price was I charged for the small packs? I am nervous about using thawed food that arrived thawed after coming so long.

 

[lakerfan]

Steve,

You were not charged any additional expense for the smaller packs. We adjusted the prices down to match the 8 oz prices. As for the mysis, due to the nature of the packaging, the outer rim may become soft but should still be usable. Did you place them in the freezer upon receipt?

I'll be out of the office over the next couple of days (i monitor RC for us) so if you need further assistance, you may contact us directly via phone at 800.566.FISH ask for Walter, he's our Customer Service Supervisor and I've briefed him on the order.

Ben
www.marinedepot.com

 

[snorvich]

The question I have is how can I get you folks to pack frozen food properly? I have had two shipments where this was problematical.