Very upset about damaged B-ionic

[Hephalump]

I ordered the 2 gallon b-ionic and it arrived damaged. The alkalinity bottle was smashed and its contents were all over the bag that the two bottles were in. It was still partially crystalized. Here are some photos documenting the damage.

I am very upset about this as I have just run out of alkalinity supplement today and need the B-ionic to continue my dosing regiment. What should I do? Should I dilute as per the directions, even though an unknown quantity of the alk part is missing? Please advise me. I cannot wait another week for them to send out another bottle, and I don't want to have to go out and spend more money when I already paid good money to get the b-ionic.

If it helps this is order # 100768481

 

[aleonn]

I'd contact them directly. Their customer service is very good, and hopefully they'll complementarily upgrade the shipping to you.

 

[Hephalump]

Actually, I did contact them directly, and have yet to hear back from them. I thought I'd post here since I've seen them reply directly to other customers on this forum, plus it allowed me to post the pictures to them which their website "contact us" thingy did not.

 

[GTR]

I know I react much faster to customer service issues with a phone call. That seems to corner me with no way to escape. :lol:

 

[Hephalump]

already on the phone

 

[Hephalump]

for the record, they were unwilling to upgrade the shipment to next day, and instead opted for 2-3 day. Meaning that I will be without alk supplement until Monday, which is 4 days away, which means I will have to go out and buy something to get my tank through until then. Not exactly thrilled with this situation.

 

[GTR]

Are they issuing a call tag for the damaged shipment? I wouldn't hesitate to use the product.

 

[Hephalump]

It has to be diluted prior to use, so I'm not sure if I can do that. I don't want to wind up owing them more money for using the damaged product they sent me.

 

[Myka]

I would use the damaged bottle.

 

[Hephalump]

would be nice if someone from marine depot would chime in here...maybe with a friendly "hey we're sorry you received a damaged product, yeah go ahead and use it until the replacement arrives, and don't worry about it."

 

[Myka]

Marine Depot hasn't signed in today. They probably don't know this thread exists yet.

"Last Activity: Yesterday 06:44 PM"

 

[GTR]

Did they issue a call tag or ask you to return the damaged product?

I think most sponsor's ideas of the best use of this forum is not to solve problems like this. I think it's best used for more general questions not needing immediate attention. If you look at MD's replies they always seem to ask that the customer contact MD directly.

Hello deangelr,

Thank you for the post. I'm sorry to hear of the issues with your recent order. Can you please send us a private message or email us at customercare@marinedepot.com with your name or order number so we can look into this for you? You may also contact me directly by phone at (800) 566-3474. Just ask to speak with me (Kenny). I look forward to hearing from you.

Kenny L.
Customer Service

I'd call him to clarify if the product will be returned or not.

 

[Hephalump]

They already told me on the phone that the original product will be returned

 

[MarineDepot]

Hi Hephalump,

Thank you for your order. We apologize for the damage caused to the B-ionic. We do our best to cushion the box, however, we still find a very small (1-1.5%) percent of packages that incur some damage. . I see that a replacement order has already been placed for you. I hope you don't mind, but we've included a couple of Marine Depot T shirts in the order for your troubles.

In regards to the product that you already have, go ahead and use it. Just keep the original packaging so when UPS needs to take a look, they can.

If you need further assistance please let us know. We periodically check ReefCentral.com but contacting us directly via phone 714.385.0080 or via email at Customercare@marinedepot.com will speed things up a bit.

Ben R.
Director of Operations
www.marinedepot.com

 

[Hephalump]

Thank you very much