Reef Nutrition DOA refusing replacement - thoughts?

[Phil Steel]

I'd like some advice on how to handle this situation.

Let me start by saying I have bought from Reef Nutrition numerous times before without issue.

Long story short, the order was delayed due to customs clearance who called me and claimed they did not know what the items were and asked for further documentation to which I provided (what was supplied from reef nutrition). I received the order three days late (on top of the 3 day deliver time) and unsurprisingly the cold packs were now hot and over 30 bottles of pods all dead. For those wondering, I am located in Asia so the delivery time is crucial with not much leeway for additional days in transit.

I emailed both FedEx and Reef Nutrition about this, both stating they could do nothing due to customs delays. Whilst I get customs is out of anyone's control, it's your typical case of wiping your hands clean and blaming someone else which is highly frustrating.

Do I have to accept that I've taken a hit or are there any suggestions as to how to approach this? Partially venting, partially seeking guidance here.

 

[Js.Aqua.Project]

I personally have never shipped international so I cannot speak about dealing with a delay because of customs, but I had an order from them a long time ago where a bottle arrived with a leak and they credited me on a future order so it sounds a little unlike them not to at least try to take care of you in some way.

 

[DDenny]

Might try to make a deal with them maybe a partial refund on items (not shipping). Just trying to help find a somewhat solution to the issue. I take it there is nothing more local.

 

[Phil Steel]

Might try to make a deal with them maybe a partial refund on items (not shipping). Just trying to help find a somewhat solution to the issue. I take it there is nothing more local.

Sadly nothing local as for sure that would've been my first port of call.

 

[Phil Steel]

I personally have never shipped international so I cannot speak about dealing with a delay because of customs, but I had an order from them a long time ago where a bottle arrived with a leak and they credited me on a future order so it sounds a little unlike them not to at least try to take care of you in some way.

Oh absolutely, I had an issue with one bottle in a previous order. I addressed it and they replaced it...albeit I told them when I was making another shipment so they could include it within the order.

I had high hopes for them service wise. Sadly, this view has now changed.

 

[Mattiejay6]

Gotta be honest, while it definitely sucks… I don’t think I can fault RN if customs held it up… how would anyone guarantee through that.

 

[Malum Argenteum]

From Reef Nutrition's website: "All import requirements and fees are the responsibility of the purchaser (bolded in the original) ." This is 100% an 'import requirement' situation.

It isn't "blaming someone else" if the terms were made clear ahead of time.

Shipping Information

NOW SHIPPING WITH UPS! Reef Nutrition offers flat-rate subsidized shipping for US delivery with UPS (Ground, 2-Day and Overnight). Our new subscription shipping options reduce those costs even further in addition to providing free shipping for some products. Our perishable products must be...

reefnutrition.com

 

[Phil Steel]

Gotta be honest, while it definitely sucks… I don’t think I can fault RN if customs held it up… how would anyone guarantee through that

very true, that part I can't fault them.

 

[Phil Steel]

From Reef Nutrition's website: "All import requirements and fees are the responsibility of the purchaser (bolded in the original) ." This is 100% an 'import requirement' situation.

It isn't "blaming someone else" if the terms were made clear ahead of time.

Shipping Information

NOW SHIPPING WITH UPS! Reef Nutrition offers flat-rate subsidized shipping for US delivery with UPS (Ground, 2-Day and Overnight). Our new subscription shipping options reduce those costs even further in addition to providing free shipping for some products. Our perishable products must be...

reefnutrition.com

yeah fair enough, just frustrating is all.