Out 170 dollars after BRS purchase!!!!

[chris3del]

So this is how bulk reef supply cost me 170 dollars. I placed an order on Sunday night for a Neptune DOS because me and my family are going on a vacation and leaving Tuesday night. I paid for next day air which was over 30 dollars so it could be shipped on Monday and I would have it Tuesday before we left. So Today at 545pm I get an email saying there was a problem with my order and could I please call. I called right away and told that because I have only ordered a few times 3 to be total they needed to get conformation that it was me who was ordering the DOS. I can respect that but not at 545 pm after the products have been already sent out to the customers. They should have called me as soon as this question came up instead of waiting till 545 pm and email me. So I'm still leaving Tuesday night and my DOS will be here Wednesday when we are not home we will be in Myrtle beach and we live in Boston!!! So now I have to pay my LFS 200 bucks to come to my house when we're gone and install my DOS which I could have done in 10 mins. They did refund my shipping so 200 minus 30 is 170 and that how they screwed me out of 170 because no one can pick up a phone and call. I didn't pay for overnight shipping and want it 2 days later!!!! Now 170 had to come out of the vacation fund to pay for the services rendered instead of doing something fun with my kids!!!

 

[chris3del]

I've NEVER had any issues with these guys. You know sometimes things are just out of their control

I get that But not letting me know there is a problem till 545pm is not good customer service

 

[chris3del]

+1. Not meaning any disrespect, but it's hard to fault a company when you leave a 0 day window for error. I'm sure you made your plans in advance... would I not have been better to get what you needed when you had time for wiggle room? There I would guess that customer service didn't get the heads up to make the call until the shipping department tried to get yours out, and couldn't, because you were flagged. At that point, BRS Customer Service has to call you and everyone else who is in your same spot, to verify addresses. It's unfortunate that it happened when it did, but again, in my opinion it is never smart to leave 0 days of wiggle room... Murphy's law says something is going to happen.

No phone call an email was sent at 545pm also I understand the no disrespect I value your feedback!!but when u place an order for overnight shipping you have a reason for short notice like your Existing DOS stopped working and u need a replacement fast before you can deal with that issue when time is limited I know all about Murphy's law it's in every part of my life right now

 

[chris3del]

I've also never had issues with BRS. They were always very helpful.
The first order I made with them was a $1000+ order and they never questioned me. So I think yours might have been a special case of fraud protection or something.

That's the weird part there question long me on a 299 dollar purchase. Maybe there not telling me the whole story or something

 

[Tahoe61]

Per feedback guidelines only buyer and vendor/seller post are allowed.

 

[randyBRS]

Thanks Chris!

We really appreciate you working with us to resolve this issue for you! I'm so glad we could get you taken care of and please don't hesitate to reach out to me here.

Have a great trip with your family!

-Randy