Huge fail trying to buy at BRS website

[geofallas]

So usually I'm not a fequently complainer but I have the cart in the BRS online page full of products, additives, food, etc, I have many years buying products from BRS website at this moment, now I got the surprise I can't make any purchases because I lived outside the United States or Canada.

I'm really dissapointed because now I can't buy the replacement for my rodi that I bought at BRS, and I can't use it without the replacements


And be "sorry" won't resolve me anything in this situation.


I have more that 10 years traveling to United States, and I never been at any store that reject my payment because is an another country credit card (foreign card.), like I said before I never have had any throuble making orders on BRS website until today


I'm really upset because I can't refill my additives, I can't use again my rodi filter, and I have to rethink my new project because of this situation.

 

[kuruptko]

So usually I'm not a fequently complainer but I have the cart in the BRS online page full of products, additives, food, etc, I have many years buying products from BRS website at this moment, now I got the surprise I can't make any purchases because I lived outside the United States or Canada.

I'm really dissapointed because now I can't buy the replacement for my rodi that I bought at BRS, and I can't use it without the replacements


And be "sorry" won't resolve me anything in this situation.


I have more that 10 years traveling to United States, and I never been at any store that reject my payment because is an another country credit card (foreign card.), like I said before I never have had any throuble making orders on BRS website until today


I'm really upset because I can't refill my additives, I can't use again my rodi filter, and I have to rethink my new project because of this situation.

Send me your money [emoji16] I'll buy what you need and ship it to you [emoji4]

 

[christopher wainright]

Have you tried checkout using PayPal? That may work for you.

 

[Bulk Reef Supply Verified Sponsor]

So usually I'm not a fequently complainer but I have the cart in the BRS online page full of products, additives, food, etc, I have many years buying products from BRS website at this moment, now I got the surprise I can't make any purchases because I lived outside the United States or Canada.

I'm really dissapointed because now I can't buy the replacement for my rodi that I bought at BRS, and I can't use it without the replacements


And be "sorry" won't resolve me anything in this situation.


I have more that 10 years traveling to United States, and I never been at any store that reject my payment because is an another country credit card (foreign card.), like I said before I never have had any throuble making orders on BRS website until today


I'm really upset because I can't refill my additives, I can't use again my rodi filter, and I have to rethink my new project because of this situation.

Hi @geofallas. I hate to hear about the frustrations. This is something that I want to bring up with our customer service manager to find a resolution to. Can you send us a PM with your email address on your account with us so that we can pull up your info?

 

[Bulk Reef Supply Verified Sponsor]

So usually I'm not a fequently complainer but I have the cart in the BRS online page full of products, additives, food, etc, I have many years buying products from BRS website at this moment, now I got the surprise I can't make any purchases because I lived outside the United States or Canada. I'm really dissapointed because now I can't buy the replacement for my rodi that I bought at BRS, and I can't use it without the replacements And be "sorry" won't resolve me anything in this situation. I have more that 10 years traveling to United States, and I never been at any store that reject my payment because is an another country credit card (foreign card.), like I said before I never have had any throuble making orders on BRS website until today. I'm really upset because I can't refill my additives, I can't use again my rodi filter, and I have to rethink my new project because of this situation.

Hey @geofallas, I looked into this for you and I can understand the frustration here and I do thank you for the orders you have made in the past. We highly value our customers as well as our vendors and manufacturers, in which case we have policies in place that strive to satisfy both of these relationships.

For the protection of our customers and personal information security in general, we have policies in place where we do not process orders with shipping addresses to freight forwarding or mail forwarding companies where the products may be shipped outside of the U.S. and Canada. Because we do not have international shipping procedures in place, we must not allow these types of orders to be processed for reasons such as customs issues, damaged shipments, and warranty issues where we just wouldn't be able to offer support if something should happen. We do strive to provide the best service and support possible for each and every order and piece of reefing gear that leaves our warehouse. With this in mind, if anything were to happen to these orders that were leaving the U.S. and Canada we would hate to not be able to help from a customer service standpoint, which is one of the main reasons our policies are in place.

In the past there may have been instances where some of these types of orders were missed and were allowed to be processed. However, if/when we do notice that orders fall outside of our policies we do end up having to abide by those policies and adjust the order and future orders accordingly. Trust me if there were exceptions I could make I would try to extend them to you, but unfortunately I'm just not able to do so. It does look like your pending order was closed and any pending charge on your card has been released and refunded back to you.

Please don't hesitate to reach out to me here or to any of our customer service team if you have any further questions. We'd be more than happy to help.

-Randy

 

[geofallas]

You're not checking my account or the order itself because the shipping address of my last order (and all my orders) is an address inside the United States, it do not required a international shipping.
So clearly you are not checking that.

 

[Ryanbrs Verified Sponsor]

Hi,

I apologize for the issue here and I wish the actions of some of the worlds worst didn't impact people like yourself or us. The issue here isn't related to you specifically it is related to the bad people of the world who use freight forwarders for nefarious reasons. It's not super valuable to dig into the deepest layers of this conversation but in the end, we are just unable to ship to freight forwarders. Sometimes they make their way through but that's not the intention. I won't ask you to be happy about this but I would ask that you understand the challenges with international payments, transactions and some degree how freight forwarders fit in.

I can't say I can solve this issue for you today but I am going to prioritize finding a payment solution which allows for this in the future. I am sorry to say it might not happen as quickly as you might like.

Ryan,