I have previously considered MD to be a good vendor...but then My orders have gone relatively smoothly in the past. Problem is I can never place an internet order and have complained several times that when I try to submit payment I always get an error message telling me I have to enter a state, which I have already done and which is clearly displayed on my screen as I am a returning customer. I then have to call and place the order by phone (inconvenient!) So on a recent order I told them that if they were unable to fix the web site problem, I would start purchasing elsewhere. The gentleman I spoke with asked me to try a few things with him and told me that, in return, he would give me a 5% discount if I mentioned it on the order form. Anyway, we finally got the order through and I left on a trip expecting to come back and find my order. Unfortunately, they left a message on my home phone saying they were puzzled about the discount and didn't know the CS person I had spoken to so nothing had shipped. Now we are talking $10.00 on a @200.00 order which I couldn't care less about but I really wanted that order shipped. An email message would have been nice since I check email daily but not my home phone messages. Unhappy with the lack of service I canceled the order and bought everything elsewhere and am not inclined to return to MD. Message: One dumb move can lose you a good customer. I am really getting into this hobby and starting to spend a lot of money...but not with MD. They could have shipped the order without the discount and called me for the explanation later and resolved the $10.00 at that time. For $10.00 they will lose a lot of future business. Its all about the three most important aspects of marketing: service, service and service!
Web site & CS Problems
- Thread starter JohnnyM2
- Start date
MarineDepot
Sponsor
Hello JohnnyM2,
Thank you for your post, I do apologize if you have experience problems in ordering from our website. It does look like you were able to place your order online with out a hitch this time. The reason your order was not sent to you was because of the note you had placed on your order. When a request is made in the order note field the system will automatically stop the order so one of our Customer Service Agents can review the order and contact you regarding your request, in this case we contacted you via the telephone and sent an email, I apologize if you did not receive that email. Once the call is made regardless of the request we hold on to your order until we get further direction from the customer on how they do wish to proceed with either an email or a call. In many cases they will call us back and give us the okay to proceed. I understand that you were not home at the time, but we cannot take it upon ourselves to proceed in a manner that doesn't honor your request. Thus the phone call to you. We provide this service to the customer to prevent returns, we take customer requests seriously and try to honor each one to our best ability. I am sorry to know that your unhappy with us and I do apologize that we did not meet your Customer Service expectations.
If you have any further question please feel free to contact us
Walter F
Marine Depot Customer Services Supervisor
714.385.0080 Phone
714.385.0180 Fax
www.MarineDepot.com
Thank you for your post, I do apologize if you have experience problems in ordering from our website. It does look like you were able to place your order online with out a hitch this time. The reason your order was not sent to you was because of the note you had placed on your order. When a request is made in the order note field the system will automatically stop the order so one of our Customer Service Agents can review the order and contact you regarding your request, in this case we contacted you via the telephone and sent an email, I apologize if you did not receive that email. Once the call is made regardless of the request we hold on to your order until we get further direction from the customer on how they do wish to proceed with either an email or a call. In many cases they will call us back and give us the okay to proceed. I understand that you were not home at the time, but we cannot take it upon ourselves to proceed in a manner that doesn't honor your request. Thus the phone call to you. We provide this service to the customer to prevent returns, we take customer requests seriously and try to honor each one to our best ability. I am sorry to know that your unhappy with us and I do apologize that we did not meet your Customer Service expectations.
If you have any further question please feel free to contact us
Walter F
Marine Depot Customer Services Supervisor
714.385.0080 Phone
714.385.0180 Fax
www.MarineDepot.com
Thanks for your reply. I appreciate that you took the time to post it. I am sure you have many satisfied customers and I was happy with your service up until now. Under the circumstances, it probably works out best for you and for me if I just make my purchases elsewhere and let this matter be closed.
Bebo77
Premium Nonpaying Member
i know that this is a sponsor forum so i dont want to create a massive thread about this but...
really... if i placed an order with you ( and i have many times) and i asked for a discount only using someones name.. i would have CALLED MD and set up the order to make sure that it goes through.. i do this when ever i price match with you guys as well, never had a problem,, ever....
by the way, incase many people dont know.. if you create a shopping cart with all your items you can call MD, the CS rep can see your cart and process the order with you on the phone in less then 2 min.. this is what i do.. this allows the CS rep to tell me if there are any problems with my order and confirm the order on the spot, i really like this about MD... just an FYI...
really... if i placed an order with you ( and i have many times) and i asked for a discount only using someones name.. i would have CALLED MD and set up the order to make sure that it goes through.. i do this when ever i price match with you guys as well, never had a problem,, ever....
by the way, incase many people dont know.. if you create a shopping cart with all your items you can call MD, the CS rep can see your cart and process the order with you on the phone in less then 2 min.. this is what i do.. this allows the CS rep to tell me if there are any problems with my order and confirm the order on the spot, i really like this about MD... just an FYI...
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Scott4506, Good for you. That was also my experience previously. Look at some of the recent threads regarding MD. I think they have slipped. Anyway your positive experience doesn't outweigh someone else's negative ones.
Reef Central: This would be a good time to end this thread which has largely become a waste of time. I am not interested in bashing MD and don't expect anything more from them. Lets move on to something more productive.
Reef Central: This would be a good time to end this thread which has largely become a waste of time. I am not interested in bashing MD and don't expect anything more from them. Lets move on to something more productive.
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