Does anyone at this company actually check emails ??

marissas47 · Feb 13, 2019

I sent one on Monday asking to cancel an order after realizing that the grain size of sand was not what I was hoping for. (I know, I should’ve checked it before ordering but I wasn’t thinking)
No response. So I sent another email Tuesday morning asking again to cancel the order. Yet again no response, get a shipment email Tuesday afternoon. What’s the point in having a customer service email if no one can respond in almost 36 hours ?

TheEngineer · Feb 13, 2019

Give them a call. You’ll always get someone pretty quickly.

SaltMan · Feb 13, 2019

For urgent issues calling is best.

Mayerlyn A · Feb 13, 2019

I always get a response from them. But yes give them a call, much faster.

Bulk Reef Supply · Feb 13, 2019

marissas47 said:
I sent one on Monday asking to cancel an order after realizing that the grain size of sand was not what I was hoping for. (I know, I should’ve checked it before ordering but I wasn’t thinking)
No response. So I sent another email Tuesday morning asking again to cancel the order. Yet again no response, get a shipment email Tuesday afternoon. What’s the point in having a customer service email if no one can respond in almost 36 hours ?

Hi @marissas47, I'm sorry to hear about the frustration in getting a hold of us; 36 hours is absolutely outside of our goal for a response time. If you wouldn't mind sending over a PM with your order number or email address on your account, I'd be happy to bring this up with our customer service manager. I have no doubt that she'll be able to make it right.

BGrand · Feb 13, 2019

As far as I'm concerned @Bulk Reef Supply has always answered my phone calls with no hold times over ~10 minutes. Their customer service absolutely rocks.

Not putting you down at all but, if I were needing to cancel an order I would call not email and hope they read it in time. But that is me and I'm super OCD.

acro-ed · Feb 13, 2019

I've called plenty of times and always got someone right away. A time sensitive issue is not email territory, though I agree that it should still have been caught in 36 hours. I will say that 36 hour response via email would be quite good for almost any business outside of IT. Contact via email will generally put you in a queue and they have no way to sort in real time based on a time critical issue. So they may have had dozens of other emails ahead of you. Whether it's for work or hobby or whatever... if it's time sensitive, always call.

It is pretty cool that they responded in only 6 hours on a message board!

NoobReeefer · Feb 13, 2019

dude call them....they prolly get 100s of emails every day. if its urgent then call them....BOOM problem solved

scriptmonkey · Feb 13, 2019

I always chat with them via the chat tool on their site.

reacclimating 2 the hobby · Feb 13, 2019

I've had several issues with products arriving damaged... usually get a credit within an hour of sending an email to support.

boehm742 · Feb 13, 2019

Call them, they are super helpful over the phone.

kuruptko · Feb 13, 2019

I've never had any trouble with emails ..did you check to see if you sent it correctly

Anirban · Feb 13, 2019

Generally I use the chat option and I have cancelled order using the chat option.

Zohar78 · Feb 14, 2019

Have to look at time of the year to for them . I think it's still their busy season. So I wouldn't be surprised if it takes tad bit longer on email. Especially when going into tax season. Calling is generally faster and more immediate response then emailing and that's true across multiple industries. My job is quoting and sourcing for a top 10 major distributor, so I get to see first hand with some of the biggest companies in this country and globally.