Damaged shipment. Any experiences?

[Esears]

So I recently decided to get back into a tank after taking a 10 year break due to the military shipping me all over the place.

I went ahead and ordered a Red Sea Reefer 350 deluxe on the 24th and the drop shipper attempted delivery on the 5th. Problem was, the tank arrived shattered down one side of tank. I refused delivery after taking some pictures and contacted both the retailer I ordered it from and the Red Sea distributor in the US.

Red Sea told me they couldn't do anything until they received notification from the shipping company that it was refused. Ok, this sounds reasonable. I got a response back from the retailer and they let me know that the order was resubmitted and I should hear from Red Sea directly.

Problem is so far, I haven't heard anything and can't get a response. I can understand some delay, but at least a status update would be nice. Having to take a day off from work for the original delivery was ok, but I'd like to be able to try and have a general idea on when the replacement would be here since I dont have a replacement at work and I need to make sure certain things get done before I can take a day off.

I guess my biggest concern is that everything will get lost with the holidays and it will all get pushed until after the New Year.

Had anyone had any experiences with replacement shipping?

 

[WWIII]

If it's a reputable retailer they should be helping you as much as possible and keeping you updated. I would expect more help from the retailer vs red sea and/or the shipper, just from previous experiences.

Sorry that happened. I would think they could easily see the shipment was refused due to damage, even that same day? Do you have a tracking number? What status does that say?

 

[Esears]

If it's a reputable retailer they should be helping you as much as possible and keeping you updated. I would expect more help from the retailer vs red sea and/or the shipper, just from previous experiences.

Sorry that happened. I would think they could easily see the shipment was refused due to damage, even that same day? Do you have a tracking number? What status does that say?

Very reputable retailer and I'll refrain from mentioning any names as this unfolds as I believe that things will work out, unless they don't.

Yes, I have a tracking number and PO. The PO with the shipping company only has that it was out for delivery and no information about it being refused which is what is really making me nervous. I have pictures of the damage and signed paperwork showing I refused it, but I can just see this dragging out which I really don't want to see. I was really hoping to have a cycled tank by Feb, but not so sure now.

 

[WWIII]

I know it is a really busy time of year, which doesn't help, but they had almost all of last week to get this moving along. Maybe they have done all they can, but I would be bugging them again tomorrow morning.

Just due to the fact that this time of year is really busy and weather comes into play, it can make things take a little longer. Having said that it's not your fault the tank was broken and you have already been delayed a week in getting your new tank. Unfortunately the shipping companies don't seem to move along very quickly and they can't really care on a person by person level bc of sheer volume. In my personal experience the retailers have a little more power with the shipping companies vs individuals because of the volume of buisness they do and their daily contact with them. I would make sure the retailer has those pictures and call them tomorrow morning to see if they can call the shipping company for you. I think the retailers have to file a claim anyways with the shipper, but I could be wrong?

 

[andyg1960]

Did you call Red Sea? They have great customer service via phone. Call them tomorrow would be my suggestion. 888 733 7329

 

[Esears]

Did you call Red Sea? They have great customer service via phone. Call them tomorrow would be my suggestion. 888 733 7329

I'll give it a try again, but the original response was that they couldn't do anything until the shipping company marked it as refused even when I stated I had pictures of the damage etc.

This was how it arrived. The crack goes all the way down to the bottom. I didn't peel back the cardboard nor the black wrapping. Best thing I can think of is that a fork scrapped the top of the packaging.

More frustrated that the company tried to deliver it. The driver wasnt too excited when I told him I wanted to inspect it before accepting it.

 

[andyg1960]

I'll give it a try again, but the original response was that they couldn't do anything until the shipping company marked it as refused even when I stated I had pictures of the damage etc.

This was how it arrived. The crack goes all the way down to the bottom. I didn't peel back the cardboard nor the black wrapping. Best thing I can think of is that a fork scrapped the top of the packaging.

More frustrated that the company tried to deliver it. The driver wasnt too excited when I told him I wanted to inspect it before accepting it.

Sucks. Sorry. I'm not sure why it would take more than 1 phone call for them to confirm it was refused. I'm sure this was damage in shipping. Really doesn't matter. I would be getting pretty loud on the phone at this point if they are still telling you to hurry up and wait.

 

[Esears]

Sucks. Sorry. I'm not sure why it would take more than 1 phone call for them to confirm it was refused. I'm sure this was damage in shipping. Really doesn't matter. I would be getting pretty loud on the phone at this point if they are still telling you to hurry up and wait.

Well nothing good has happened yet. Spoke again with Red Sea and they haven't made any movement on it yet since they haven't received notification that it was damaged or refused shipment. Not sure who to blame at this point, the retailer, the shipping company, or Red Sea. At the end of the day though, just frustrating. Almost $2,500 out of pocket for a tank that I don't have not any idea when it will be delivered.

I know if there isn't movement really quickly I'm going to just have the charges reversed and go with a different product.

 

[andyg1960]

Its horrible customer service. At this point, I would tell them that they have 2 business days to provide a firm delivery date to you, or refund your money. I would also file a BBB complaint. When I was doing freshwater, I had a huge problem with an expensive Fluval cannister filter. Fluval CS basically told me too bad. I found their CEO on Linkedin and messaged him. In a week, I had a new filter, and they didnt want the old one back. Shipper damaged your tank, but the retailer and Red Sea should be all over this to resolve. I would make it clear that you wont be doing business with either of them any more. If the retailer happens to be a sponsor, I would message them on their thread here as well.

 

[WWIII]

I would be really frustrated if I were in your position! In my opinion that is unacceptable. The retailer that you gave your money to should be doing more to contact the shipping company and red sea in my opinion. The damage refusal should have been put into the system automatically as soon as you sent it back with the truck driver. That part I don't understand?

 

[pecan2phat]

Might be just me but with something like a Red Sea tank, I would have a store order it and deliver or pickup if it fit into any of my vehicles. This way it's uncrated at the store and can be inspected vs a drop shipment since they are mostly MAP pricing either way.
Years ago, I attempted to buy their RSM 250 and on two occasions the tank was cracked upon freight delivery. I gave up and had the vendor refund my purchase and I went to a local store that can order RS tanks and had them order and uncrate it before I picked it up. (sales tax was the only difference in my purchase)

 

[Broadfield]

Red Sea has probably the best customer service in this industry... I highly doubt the delay is on their end. Red Sea isn't simply going to ship another tank out, without confirmation from the shipping company that it has been picked up and on the way back to them. You will hear over and over again on this site how Red Sea always takes care of the customer... but proper procedures need to be followed by the shipping company when the tank arrives damaged. Once you finally get the tank and relish in it's beauty, you will forget about all of the bs you had to go through.

 

[Newb73]

Its standard procedure that the delivery has to be inspected and visually checked off on before accepting delivery (at least it was when i bought my deep dea aquatic)

 

[MnFish1]

It is the shippers problem that’s who you should be talking to first to demand they update their records. If that doesn’t work then The retailer. Red Sea is not responsible for this. They have no control over it. That’s why customers buy things through a retailer not Red Sea directly. Remember there is a huge mess with transporting due to the snow in the south and Red Sea is in the southern us due to the snow

 

[Esears]

Might be just me but with something like a Red Sea tank, I would have a store order it and deliver or pickup if it fit into any of my vehicles. This way it's uncrated at the store and can be inspected vs a drop shipment since they are mostly MAP pricing either way.
Years ago, I attempted to buy their RSM 250 and on two occasions the tank was cracked upon freight delivery. I gave up and had the vendor refund my purchase and I went to a local store that can order RS tanks and had them order and uncrate it before I picked it up. (sales tax was the only difference in my purchase)

Looking back, I would have done this originally if I knew then what I know now. I was originally trying to save on the tax and a delivery charge from the LFS as I don't have a vehicle that would have been able to move it.

 

[Esears]

Red Sea has probably the best customer service in this industry... I highly doubt the delay is on their end. Red Sea isn't simply going to ship another tank out, without confirmation from the shipping company that it has been picked up and on the way back to them. You will hear over and over again on this site how Red Sea always takes care of the customer... but proper procedures need to be followed by the shipping company when the tank arrives damaged. Once you finally get the tank and relish in it's beauty, you will forget about all of the bs you had to go through.

I'm still holding out hope and waiting for a tank. They shipped out another tank, but it went to the completely wrong state and now instead of being delivered today, it won't be here until at least Weds. I'm getting close to a month now after I made the original order to getting a tank (hopefully).

I think a lot of it is just bad situations that got ran together, but it is overall just a frustrating experience.

 

[NY_Caveman]

Its standard procedure that the delivery has to be inspected and visually checked off on before accepting delivery (at least it was when i bought my deep dea aquatic)

Agreed. I just had a pallet delivery last month and the busy UPS driver was not surprised that I wanted to open and check everything. For what it is worth, he was great and wheeled it into a spot I had ready in the garage.

Best of luck with your “new” new tank!

 

[Esears]

Well, while not 100% satisfied with the overall customer service aspects of everything, I can at least say that the second tank was delivered almost a month to the day after the original order. Now to get to filling it up and get the cycle started.

 

[mjlash22]

I was very impressed with my 250 delivery from the carrier, but over the years, from watching many youtube videos, it's scary to see the amount of horror stories out there of damaged arrivals. Where it gets fishy is that most red sea tanks the general public will order is a 3 way ordeal. You order it from an online vendor/LFS, they submit the order to red sea, then red sea ships from their warehouse via a 3rd party carrier, sometimes going through more than 1 carrier before it make it to you.

I can see where your frustration comes in, because it gets delivered damaged to you, you try to refuse the delivery, but then the delivery company is just going to say, "well that's how we received it before giving it to you." So at that point it becomes a pointing fingers match between the carrier and red sea, and who really wants to foot the bill for such an expensive mistake? No one, hence why getting a resolution takes so long. The sad part is that the vendor you ordered it through, unless you were lucky enough to find a LFS that stocked them, really doesn't have much say/pull in the situation because they literally were just the middle man. They take your money and transfer it to red sea and get a small commission on the sale.

Glad to hear they finally got some resolution for you!

 

[pecan2phat]

That's why I am lucky that my LFS in NY is willing to order and receive the tank so that I can see that it's intact. 1st hand experience seeing it come in cracked at the LFS when unpacking.