Awful Experiance with reefspecialty.com

[pelagic]

I had the most awful experience with reefspecialty.com this week.

After two years, my bio-pellet reactor decided to fall apart completely, I found that JNS Alpha 2 might be a good replacement.
BRS carries it, but it was out of stock, so happen that reefspecialty carries it. So, I ordered the reactor and 1000mL ecobak.

This is when the nightmare begins

1/10 Placed the order
1/12 Not shipped as they promised
1/13 Evening, got an email saying that it's out of stock, they asked if I want a different model, plus free 1000mL octopus NP pellets. I aggred
1/14 Original arrival date
1/15 Finally they shipped the reactor
1/19 Received the replacement reactor, but no ecobak nor the NP pellets. I emailed them for the issue
1/20 no response
1/21 response from them, they apologized and promised will send them ASAP
1/23 receive the ecobak, but not the NP pellets. I'm not even going to ask what's going on. lol

It took two weeks for my full order to arrive, and why the h**l they promised the NP pellets if they are not going to send it. It just ticks me off for their horrible service. be aware... I think there's a reason most of us use BRS or Premium Aquatics.

 

[d5332]

sometimes stores run out of certain items and its tough to simply keep every single item in stock just waiting for an order. Popular items are kept in stock.
Stores that keep every single item in stock usually end up incurring loses because of the need to do "clearance" sales and or doing sales such as "black friday", to move less popular items.

It sucks you had to wait, I don't like waiting either. Even Drfostersmith makes me wait on occasion, for urgently needed items calling in the order is always best.

When an item is needed

 

[TitansFan]

Understand, ok you don't have the item ordered but you did the right thing and made concessions which was agreed on. When the concessions aren't sent which should have been verified on availability before offer what consumer wouldn't lose trust and be upset. In my line of business which is sales at its purest form good honest communication can over come alot of complications. Under promise over deliver....

I agree though i stick with my LFS, premium aquatics, marine depot, dr fosters, brs, and divers den.

"tough to simply keep every single item in stock just waiting for an order" this is called cost of doing business.

 

[Reef_Specialty Verified Sponsor]

Hi Pelgaic, My name is Colin and I want to start off by apologizing about your experience. We were totally out of stock on the JNS Alpha 2 reactor. However, since we were out of stock we did upgrade you to a more expensive reactor at no additional cost but we didn't mention any free bio pellets (Im sorry there was miscommunication on that). We Also added in $10 of reward points for you for delay shipment of the Ecobak bio pellets. Again, I am very sorry and hope that you can give us a chance to make this right. Thank you


Our Email to you Jan 12
Thank you for your order, However we are out of stock on the JNS Alpha 2 reactor.

We can upgrade you if you like at no Additional charge.

We have a few options. We have: ( no additional costs)

https://www.reefspecialty.com/reef-octopus-biochurn-120int

https://www.reefspecialty.com/bp200-bubble-magus-seaside-aquatics-biopellets-reactor-540-gallons 1000Ml Pellets no ex charge.

https://www.reefspecialty.com/bio-sphere-media

 

[.AcroKiller.]

Hi TitansFan, My name is Colin and I want to start off by apologizing about your experience. We were totally out of stock on the JNS Alpha 2 reactor. However, since we were out of stock we did upgrade you to a more expensive reactor at no additional cost but we didn't mention any free bio pellets (Im sorry there was miscommunication on that). We Also added in $10 of reward points for you for delay shipment of the Ecobak bio pellets. Again, I am very sorry and hope that you can give us a chance to make this right. Thank you


Our Email to you Jan 12
Thank you for your order, However we are out of stock on the JNS Alpha 2 reactor.

We can upgrade you if you like at no Additional charge.

We have a few options. We have: ( no additional costs)

https://www.reefspecialty.com/reef-octopus-biochurn-120int

https://www.reefspecialty.com/bp200-bubble-magus-seaside-aquatics-biopellets-reactor-540-gallons 1000Ml Pellets no ex charge.

https://www.reefspecialty.com/bio-sphere-media

Look at the end of your email it says 1000ml no extra charge

 

[Reef_Specialty Verified Sponsor]

Yes we apologize for the miscommunication. We figure we show the email to Pelagic to accept the miscommunication error on our part. We actually meant to say that we would upgrade to be Reef Octopus bio pellets at no additional charge. Our website did not register the break code <br> to bring the "1000ml pellets no charge" to the next line. We did however add in $10 reward points for any purchases towards an order of bio pellets along with free shipping. We totally accept fault and its our mistake.

1000Ml Pellets no ex charge.

https://www.reefspecialty.com/bio-sphere-media

 

[Reef_Specialty Verified Sponsor]

Again, We apologize for the mistake. This will not happen again.

 

[pelagic]

1: Item listed in stock, but it's not
2: Sent the partial order (I ordered the reactor and the pellets, but only received the reactor)
3: In the email, it stated "1000Ml Pellets no ex charge", 1000mL Reef Octopus BIO-Sphere Bio Pellets Media. also, my biopellet order was never mentioned.
4: I've never received Reef Octopus BIO-Sphere Bio Pellets Media
5: The order was awfully late.


That's all I am going to say. Just sharing my experience