Don't be a jerk.

roberthu526 · May 11, 2019

I have trouble understanding the way Neptune handled this. Letting customer spend the time and effort to resolve a vendor caused issue? This is customer service in the opposite way: TrueType asking customers to service themselves...
But I guess it’s not that surprising considering how they handled the Trident situation.

Alexreefer · May 11, 2019

Wow just.... Wow. I can't believe a company like Neptune had its customers fix their mistake. That was a big mistake that Neptune didn't want anything to do with you. I dislike companies that care only about the money and not about their customers or being proactive. Sorry, you had to go through this.

BantyRooster97 · May 11, 2019

Kind of a jerk move holding it that long, but seriously this is 100% on Neptune!

KStatefan · May 11, 2019

That is terrible customer service.

Robert McCreary · May 11, 2019

does anyone have a privacy policy from Neptune? plus where is monkey? this smells like a lawsuit brewing up.

just learned there is no law against giving out home addresses apparently its public information

road_runner · May 11, 2019

Robert McCreary said:
does anyone have a privacy policy from Neptune? plus where is monkey? this smells like a lawsuit brewing up.

just learned there is no law against giving out home addresses apparently its public information

Not only there is no law, it is standard practice to sell customer informstions to monetize further.
Things like name address and phone number are sold by many companies to monetize.
An example is credit karma...why you think they give credit for free? Their monetization comes from the informstions customers provide to get their credit.
Now, respectful and financially healthy companies will not do that if their core buissness is not informations...
Btw I am not saying or think Neptune is doing.

road_runner · May 12, 2019

Am glad someone cleaned this thread from hostilities and empty attempts to remove the thread.
I wonder what was Neptune reaponce to this.

Robert McCreary · May 12, 2019

Ohashimz said:
Am glad someone cleaned this thread from hostilities and empty attempts to remove the thread.
I wonder what was Neptune reaponce to this.

I doubt they will publicly announce on this forum.

Halal Hotdog · May 12, 2019

Monkeytank said:
I had an issue where my shipment from Neptune got crossed up, and somehow and I got another person's order and they got mine. Neptune gave me a form to ship it to him, and he was supposed to ship mine to me. I did that 21 days ago, and he got it just a couple of days later. No big deal, mistakes happen.

11 days went by and I still didn't have my package. I sent Neptune an e-mail saying I hadn't seen my order yet, and asked if they had any information. Four days after that, I got a reply saying the guy had shipped it out the day before (8 days ago).

Today I got a "Ticket resolved" notice from Neptune, but I still don't have my package. I replied and let them know I hadn't seen it, and didn't even have a tracking number to check. They answered quickly and provided a tracking number. When I checked it, I saw that he just sent it today about three hours after I had replied to Neptune. 22 days after the other guy received my order. I see no excuse for him not making the effort to repay the kindness I showed by shipping his as soon as I could. Even being out of town isn't a valid excuse because he apparently told them he had shipped it out 8 days ago. Honestly, I would be hard pressed to find somebody more busy than I am, but I made it happen right away.

Luckily I didn't need the item immediately. If I did, the other guy could have cashed my system to crash. Folks in this hobby have generally been great, but there are a few true jerks out there. Try not to be one.

You are very kind to play along and even ship it to a customer. This is Neptune's mistake, they should have both shipments returned to headquarters and refilled with new items in case anything was opened.

NS Mike D · May 12, 2019

While the other customer could have been faster, I wouldn't take it out on him/her. Who has the time to repack and ship? The company should have sent you and the other customer replacements that day and included a return label and arranged a door pick up of the mistake items directly to them, IMO.

ScooterV · May 12, 2019

I would have outright refused to send anything to another customer myself. It would go back to Neptune, and I'd expect them to get me what I ordered. Lots of complaints recently, aka Trident, but this is surprising and not what I'd expect of them.

Robert McCreary · May 12, 2019

NS Mike D said:
While the other customer could have been faster, I wouldn't take it out on him/her. Who has the time to repack and ship? The company should have sent you and the other customer replacements that day and included a return label and arranged a door pick up of the mistake items directly to them, IMO.

yes! that's how it should have gone down! im sorry OP but I wouldn't have sent it to you, it would have gone straight to Neptune. it's their issue not mine.

jesus it took me 9 minutes to type this reply. what have I been somking

road_runner · May 12, 2019

Robert McCreary said:
yes! that's how it should have gone down! im sorry OP but I wouldn't have sent it to you, it would have gone straight to Neptune. it's their issue not mine.

jesus it took me 9 minutes to type this reply. what have I been somking

Some times rep's and CS can come across intimidating and end up pushing the customers to do what they want. But in this case I would have insisted on them fixing the issue.

Robert McCreary · May 12, 2019

Ohashimz said:
Some times rep's and CS can come across intimidating and end up pushing you to do what they want. But in this case I would have insisted on them fixing the issue.

yeah the last time I got a messed up package was when I bought a coffee maker they sent me a used "un"open expresso machine (had coffee in it but the security seal was still affixed along with an inspected on date as well.) so I called them they said they will ship out a new one once they received and inspected my return once all clear I would get a tracking number takes about 1-2 weeks for the process. I refused and demanded them to send me the return slip now and ship out the replacement immediately stating that I paid for 2 day shipping and I want a refund for the shipping cost. they ended up sending me the tracking number, and I got it the next day. if you argue enough on the phone the poor person on the other line normally gives in and does what you say, not so often with emails.

road_runner · May 12, 2019

Robert McCreary said:
yeah the last time I got a messed up package was when I bought a coffee maker they sent me a used "un"open expresso machine (had coffee in it but the security seal was still affixed along with an inspected on date as well.) so I called them they said they will ship out a new one once they received and inspected my return once all clear I would get a tracking number takes about 1-2 weeks for the process. I refused and demanded them to send me the return slip now and ship out the replacement immediately stating that I paid for 2 day shipping and I want a refund for the shipping cost. they ended up sending me the tracking number, and I got it the next day. if you argue enough on the phone the poor person on the other line normally gives in and does what you say, not so often with emails.

Over the last 10 years, Couple of times I have got wrong delievery from amazon not someone else shipment rather just wrong content.
Amazon would send someone to pick up the wrong shipment and in 2 occassions they would not charge for the correct item ha ha.
That's a world class customer service.

Robert McCreary · May 12, 2019

sometimes they never even pick it up! like when I bought a large wooden raised bed planter on amazon. it was a mixed match set. two of the 8 wooden side boards were not cut right it was about 6 inches too short. (for the next size down planters) amazon didn't even want to send me a return slip or have someone pick it up. they just sent me a new one directly from the manufacture with no other response

Saveafish · May 12, 2019

I'd like @Terence to key in on this hands off approach to fix mistakes. He is VP of operations, this sounds like a failed operation.

NS Mike D · May 12, 2019

Ohashimz said:
Over the last 10, Couple of times I have got wrong delievery from amazon not someone else shipment rather just wrong content.
Amazon would send someone to pick up the wrong shipment and in 2 occassions they would not charge for the correct item ha ha.
That's a world class customer service.

That's par for the course with today's inventory management and delivery systems. There really is no excuse to fix a delivery label mix up as stated earlier.

Monkeytank · May 13, 2019

I was traveling to assist my parents out of state the past week with some major health issues they are having, so I didn't get time to check this and reply to anyone.

I appreciate the positive comments. I agree Neptune could have handled this better, but to their credit the WAV they were sending me was discounted pretty heavily to replace one I ruined by accident by stepping on it. It was my fault for leaving it on the floor after cleaning it and setting it on a towel to dry.

I'm not mad at Neptune; they've been good to me overall and I'm satisfied with their products. I think they assumed the other guy would be more responsive, like I did. My first response was just to go ahead and ship it out, and understand mistakes can happen. If I had known how long it would take, I would have handled it differently. I won't do something like this again, and hopefully Neptune won't either.

I'm not always so easy going with companies. I'm into reefing as an escape from all the other crap out there, so I try not to get worked up or involved in drama related to the hobby if I can. However, I was definitely frustrated when I made this post. Most of the folks I've dealt with have been great people, willing to help, and go out of their way to be nice, but it just rubbed me wrong that the other guy took so long.

This wasn't a case of Neptune customer service trying to pressure me into doing anything. I'm not pushed easily. I've been known to do things like mail a piece of pizza to the Pizza Hut CEO when the cheese lover's pizza had barely any cheese on it, and the manager wouldn't even speak to me about it and had the server tell me it was "made to Pizza Hut specs". The CEO agreed it wasn't, and I got a lot of free pizza after that. I took Firestone to small claims court when their tire failed on my RV and they tried to stiff me on the replacement. They had an attorney and a "Tire Expert" representing them, and I won anyway.

When the package arrives, I'll follow up with Neptune and let them know. I'll post a final response here about how it all ends.

Mike.P · May 13, 2019

Monkeytank said:
I was traveling to assist my parents out of state the past week with some major health issues they are having, so I didn't get time to check this and reply to anyone.

I appreciate the positive comments. I agree Neptune could have handled this better, but to their credit the WAV they were sending me was discounted pretty heavily to replace one I ruined by accident by stepping on it. It was my fault for leaving it on the floor after cleaning it and setting it on a towel to dry.

I'm not mad at Neptune; they've been good to me overall and I'm satisfied with their products. I think they assumed the other guy would be more responsive, like I did. My first response was just to go ahead and ship it out, and understand mistakes can happen. If I had known how long it would take, I would have handled it differently. I won't do something like this again, and hopefully Neptune won't either.

I'm not always so easy going with companies. I'm into reefing as an escape from all the other crap out there, so I try not to get worked up or involved in drama related to the hobby if I can. However, I was definitely frustrated when I made this post. Most of the folks I've dealt with have been great people, willing to help, and go out of their way to be nice, but it just rubbed me wrong that the other guy took so long.

This wasn't a case of Neptune customer service trying to pressure me into doing anything. I'm not pushed easily. I've been known to do things like mail a piece of pizza to the Pizza Hut CEO when the cheese lover's pizza had barely any cheese on it, and the manager wouldn't even speak to me about it and had the server tell me it was "made to Pizza Hut specs". The CEO agreed it wasn't, and I got a lot of free pizza after that. I took Firestone to small claims court when their tire failed on my RV and they tried to stiff me on the replacement. They had an attorney and a "Tire Expert" representing them, and I won anyway.

When the package arrives, I'll follow up with Neptune and let them know. I'll post a final response here about how it all ends.