Marine Depot and Algae Barn

[ilyakarp]

Marine Depot & Algae Barn.
I would like to share my experience with those 2 sites.
I've ordered a Cleaner shrimp and Pincushion from Marine Depot. Few days latter received notification that my package was shipped. 5 days!!!!!! later my package arrived with both animals dead. I've contacted Marine Depot and was sent to Algae Barn since the animals came from them????. Contacted Algae Barn, sent picture of DOA. Algae Barn offered Pod Points since they did not have replacement in stock. I've asked them for a refund and was referred to Marine Depot since I made a purchase from their site. I've contacted the Marine Depot and here is their answer "Thank you for contacting Marine Depot.I am sorry to hear about this situation, we are going to reach out to Algae Barn to request their assistance with the credit for your refund, I will contact you again as soon as I have confirmation for you."
Those 2 sites are playing Ping-Pong with me. Please beware when buying live goods from Marine Depot

 

[MarineDepot]

Marine Depot & Algae Barn.
I would like to share my experience with those 2 sites.
I've ordered a Cleaner shrimp and Pincushion from Marine Depot. Few days latter received notification that my package was shipped. 5 days!!!!!! later my package arrived with both animals dead. I've contacted Marine Depot and was sent to Algae Barn since the animals came from them????. Contacted Algae Barn, sent picture of DOA. Algae Barn offered Pod Points since they did not have replacement in stock. I've asked them for a refund and was referred to Marine Depot since I made a purchase from their site. I've contacted the Marine Depot and here is their answer "Thank you for contacting Marine Depot.I am sorry to hear about this situation, we are going to reach out to Algae Barn to request their assistance with the credit for your refund, I will contact you again as soon as I have confirmation for you."
Those 2 sites are playing Ping-Pong with me. Please beware when buying live goods from Marine Depot

Hi Ilyakarp,

I'd like to apologize for the situation. This one was a bit atypical which is why it unfortunately took a bit longer to resolve than usual. Algae Barn is very good about backing up their livestock and taking care of any DOAs. As they were out of stock of the livestock that you ordered it obviously couldn't be replaced requiring a refund. Unfortunately, as the order was placed with us, Algae Barn was unable to provide a refund. You did the correct thing reaching out to us afterward. Although it is standard policy for us to reach out to the vendor to confirm this sort of thing, we definitely should have been able to issue your refund and then work with Algae Barn on the back end separately. Again I'd like to apologize that it took this long for the resolution to come but I'm glad we were able to get there.

-Steven@MarineDepot

 

[ilyakarp]

Hi Ilyakarp,

I'd like to apologize for the situation. This one was a bit atypical which is why it unfortunately took a bit longer to resolve than usual. Algae Barn is very good about backing up their livestock and taking care of any DOAs. As they were out of stock of the livestock that you ordered it obviously couldn't be replaced requiring a refund. Unfortunately, as the order was placed with us, Algae Barn was unable to provide a refund. You did the correct thing reaching out to us afterward. Although it is standard policy for us to reach out to the vendor to confirm this sort of thing, we definitely should have been able to issue your refund and then work with Algae Barn on the back end separately. Again I'd like to apologize that it took this long for the resolution to come but I'm glad we were able to get there.

-Steven@MarineDepot

The issue had been resolved to my satisfaction. I have received a replacement alive and well. Thank you

 

[AlgaeBarn]

The issue had been resolved to my satisfaction. I have received a replacement alive and well. Thank you

Hey, we apologize for the issue, we usually have very good success with shipping the inverts. We ran into a weird stocking issue. We are improving our stocking strategies and implementing some new training modules for customer support to avoid these issues in the future. I'm glad we were able to get this issue resolved.

 

[Terry Brown]

It gets worse. I ordered 3 shrimp and a file fish. Was supposed to ship last Friday. Been on the phone with AlgaeBarn several times. The shrimp finally shipped yesterday and are scheduled to arrive Friday!!! I paid premium shipping on the file fish and shrimp to get it overnight. Looks like I will end up with dead shrimp.

And shipping is not the issue. I have ordered from LiveAquaria and Saltys and got my shipments overnight. I want a refund on the premium shipping I paid for.

 

[AlgaeBarn]

It gets worse. I ordered 3 shrimp and a file fish. Was supposed to ship last Friday. Been on the phone with AlgaeBarn several times. The shrimp finally shipped yesterday and are scheduled to arrive Friday!!! I paid premium shipping on the file fish and shrimp to get it overnight. Looks like I will end up with dead shrimp.

And shipping is not the issue. I have ordered from LiveAquaria and Saltys and got my shipments overnight. I want a refund on the premium shipping I paid for.

Terry, I checked your order and you did order overnight for the shrimp. We can get out a replacement today with the shrimp overnighted, would that be acceptable?

 

[Terry Brown]

Yes that acceptable. I also paid for the file fish to be overnighted?

 

[AlgaeBarn]

Yes that acceptable. I also paid for the file fish to be overnighted?

Correct. I am reaching out to Biota to see if there are any delays on their side.

 

[Terry Brown]

Thanks