great customer support experience

[joekool]

I just received an order from MarineDepot. I ordered two hydor Koralia evo 1500 gph pumps. I opened the box. Not 1500 gph but 1150 gph.
not happy but kept my cool because mistakes happen. I called and spoke with Dan in customer service. He said he would speak to the warehouse and call me back. He called back maybe 15min later and had me check to see if the pumps inside the box matched the sticker for 1150 gph and they did. Dan said he would expedite my order and send them 2day air so I would have them Thursday. While waiting I surfed the site and found that the pumps I paid $60 each for were now 42 and change. Dan is going to give me store credit for the difference.

Awesome

I know mistakes happen and I feel that they took care of it very well. I will continue to shop at MarineDepot.

Thank you Dan for your help!

 

[MarineDepot]

I just received an order from MarineDepot. I ordered two hydor Koralia evo 1500 gph pumps. I opened the box. Not 1500 gph but 1150 gph.
not happy but kept my cool because mistakes happen. I called and spoke with Dan in customer service. He said he would speak to the warehouse and call me back. He called back maybe 15min later and had me check to see if the pumps inside the box matched the sticker for 1150 gph and they did. Dan said he would expedite my order and send them 2day air so I would have them Thursday. While waiting I surfed the site and found that the pumps I paid $60 each for were now 42 and change. Dan is going to give me store credit for the difference.

Awesome

I know mistakes happen and I feel that they took care of it very well. I will continue to shop at MarineDepot.

Thank you Dan for your help!

We owe you many thanks, joekool: thank you for shopping with us, thank you for giving us the opportunity to make things right and thank you for jumping on to R2R to share your favorable shopping experience with other shoppers. Word-of-mouth remains the best form of advertising and it's testimonials like yours that give new hobbyists and non-MD customers the confidence to give us a try. We're hobbyists and big online shoppers ourselves, so we're always willing to work with customers to iron out the occasional kink to ensure you're satisfied at the end of the day... or week, in this instance. We hope you had a wonderful New Year and thanks again for being awesome!

PS: Dan said you made his day. :tea:

 

[joekool]

Glad to do it. Currently looking for something else to by from you. I run my business on word of mouth and have never advertised in years.

I also entered your product tester contest and would love to do it. I did notice that so many people that entered just put videos about there tank and few of them were actual product reviews. I reviewed 3 products in my video. Not asking for special treatment but hope you don't just go by votes and go by actual product reviews.

 

[MarineDepot]

Glad to do it. Currently looking for something else to by from you. I run my business on word of mouth and have never advertised in years.

I also entered your product tester contest and would love to do it. I did notice that so many people that entered just put videos about there tank and few of them were actual product reviews. I reviewed 3 products in my video. Not asking for special treatment but hope you don't just go by votes and go by actual product reviews.

We hear you. We put up the videos for a social vote, so entries with the most votes should be invited to join our product test team. However, if an entrant did not follow instructions ("tell us a little about yourself, your aquarium and upload a sample product review video to YouTube"), we certainly reserve the right to select another candidate. We want this program to be mutually beneficial and hope to do this twice annually (put together a new test team). This is our inaugural run though; we're pretty sure when we do this again folks will grasp the concept a little better since they'll be plenty of sample videos from the original review team to reference.

 

[ritter6788]

Moved to Vendor Feedback