ErikH
Thu, 9th Sep 2010, 07:07 PM
Ok so here's the reply I received from Marine Depot's customer service department in regards to the bio-pellet reactor incident.
First let me state that I ordered the NP Biopellets and the NextReef SMR1 reactor. Both showed up as "in stock". Well, apparently the last reactor was bought in the same timeframe as when I had purchased mine. Well, they shipped the other pieces to my order minus the reactor. I received the tracking information, and a few hours later I received a message stating that the reactor was backordered. I immediately called them, but of course, their customer service department was closed. So I called them the next morning, and I was told that on the 16th (last month) the reactors were scheduled to be in. I had to wait for the funds to be put back into my account. The 16th came and went, so I called again on the 18th. They told me they did not know when the next time they would receive them was. "Great" I thought. Then I received a request from them asking me to review the biopellets. I wrote them back and asked why they would ask me to review a product that I could not use because of a backordered piece of merchandise that was incomplete from my order. At this point, I was getting impatient. I called them 2 weeks later, they told me today was the day. Nothing happened today either, apparently Next Reef is waiting on parts. So frustrated as all get out I sent them an email....
From: erik@harrisoncomputing.com [mailto:erik@harrisoncomputing.com]
Sent: Thursday, September 09, 2010 1:42 PM
To: Marine Depot Customer Care
Subject: RE: Your Marine Depot Order 100731305 has merchandise backordered(Thread:1309800)
Cancel my order. After going back and forth with you guys for a month on this I am done ordering any further items from you all. When I ordered the reactor it showed as in stock. Y'all shipped my order, and after it was shipped I received a back order notice. It would have been nice for you guys to pick up the phone and call me to let me know that my order was incomplete so I could have removed the bio-pellets from the order, especially since I cannot use them. I am very frustrated with your inaction, and that I have had to contact you repeatedly to try and track down a reactor. It was also pretty brash to send me an email asking me to review the bio-pellets after I had already contacted you guys stating that I had not received a reactor to run them in. I know it's all automated, but come on, where's the personal touch to show that human beings work there? I have since started dosing vodka. I am a sponsor on our local reefclub, and have posted these frustrations in my thread. Make it right?
Frustrated as it gets,
Erik
Here was their reply....
Erik,
Per your request, the backorder has been cancelled.
Respectfully,
Christopher
Customer Service (http://www.marinedepot.com/help_md_general_information_about_marine_depot.asp x#csr)
www.marinedepot.com (http://www.marinedepot.com/?utm_source=MDEmailSignatureEmployee&utm_medium=MDEmail&utm_term=MDEmailSignatureWebsite&utm_content=MDEmailSignatureWebsite&utm_campaign=MDEmailSignature)
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Not even a "Sir, we are sorry"
I cannot believe it. I will never in my life order from them again. Apparently the "little guy" is of no concern to them.
If anyone else agrees or has had a similar bad experience with them, please post as I am going to forward this link on to their management.
First let me state that I ordered the NP Biopellets and the NextReef SMR1 reactor. Both showed up as "in stock". Well, apparently the last reactor was bought in the same timeframe as when I had purchased mine. Well, they shipped the other pieces to my order minus the reactor. I received the tracking information, and a few hours later I received a message stating that the reactor was backordered. I immediately called them, but of course, their customer service department was closed. So I called them the next morning, and I was told that on the 16th (last month) the reactors were scheduled to be in. I had to wait for the funds to be put back into my account. The 16th came and went, so I called again on the 18th. They told me they did not know when the next time they would receive them was. "Great" I thought. Then I received a request from them asking me to review the biopellets. I wrote them back and asked why they would ask me to review a product that I could not use because of a backordered piece of merchandise that was incomplete from my order. At this point, I was getting impatient. I called them 2 weeks later, they told me today was the day. Nothing happened today either, apparently Next Reef is waiting on parts. So frustrated as all get out I sent them an email....
From: erik@harrisoncomputing.com [mailto:erik@harrisoncomputing.com]
Sent: Thursday, September 09, 2010 1:42 PM
To: Marine Depot Customer Care
Subject: RE: Your Marine Depot Order 100731305 has merchandise backordered(Thread:1309800)
Cancel my order. After going back and forth with you guys for a month on this I am done ordering any further items from you all. When I ordered the reactor it showed as in stock. Y'all shipped my order, and after it was shipped I received a back order notice. It would have been nice for you guys to pick up the phone and call me to let me know that my order was incomplete so I could have removed the bio-pellets from the order, especially since I cannot use them. I am very frustrated with your inaction, and that I have had to contact you repeatedly to try and track down a reactor. It was also pretty brash to send me an email asking me to review the bio-pellets after I had already contacted you guys stating that I had not received a reactor to run them in. I know it's all automated, but come on, where's the personal touch to show that human beings work there? I have since started dosing vodka. I am a sponsor on our local reefclub, and have posted these frustrations in my thread. Make it right?
Frustrated as it gets,
Erik
Here was their reply....
Erik,
Per your request, the backorder has been cancelled.
Respectfully,
Christopher
Customer Service (http://www.marinedepot.com/help_md_general_information_about_marine_depot.asp x#csr)
www.marinedepot.com (http://www.marinedepot.com/?utm_source=MDEmailSignatureEmployee&utm_medium=MDEmail&utm_term=MDEmailSignatureWebsite&utm_content=MDEmailSignatureWebsite&utm_campaign=MDEmailSignature)
1800-566-3474
Subscribe (http://www.marinedepot.com/ps_optNewsletterAddEmail.html?utm_source=MDEmailSi gnatureEmployee&utm_medium=MDEmail&utm_term=MDEmailSignatureEmployeeNewsletter&utm_content=MDEmailSignatureNewsletter&utm_campaign=MDEmailSignature) to Newsletter
Shop (http://www.marinedepot.com/aquarium_marine_depot_specials_clearance-ap.html?utm_source=MDEmailSignatureEmployee&utm_medium=MDEmail&utm_term=MDEmailSignatureEmployeeSpecials&utm_content=MDEmailSignatureSpecials&utm_campaign=MDEmailSignature) Weekly Specials
Join (http://forum.marinedepot.com/?utm_source=MDEmailSignatureEmployee&utm_medium=MDEmail&utm_term=MDEmailSignatureEmployeeForum&utm_content=MDEmailSignatureForum&utm_campaign=MDEmailSignature) our Forum
Not even a "Sir, we are sorry"
I cannot believe it. I will never in my life order from them again. Apparently the "little guy" is of no concern to them.
If anyone else agrees or has had a similar bad experience with them, please post as I am going to forward this link on to their management.