Top Lids Complaints?

[WhatCouldGoWrong71]

I live in Memphis, FedEx capital of the world. In the last several weeks I have had packages sit for 3-5 days without movement.

This goes for USPS also, I’ve had stuff from large distributors enter Memphis and sit for 7-9 days downtown before headed out to me. It’s been a poop show lately.

 

[Devisissy]

I live in Memphis, FedEx capital of the world. In the last several weeks I have had packages sit for 3-5 days without movement.

This goes for USPS also, I’ve had stuff from large distributors enter Memphis and sit for 7-9 days downtown before headed out to me. It’s been a poop show lately.

If this was a one off I'd believe it, it appears if you read complaints on other sites, this is a stall technique they use often. I'm interested for the people defending these hacks how they feel about a company keeping 30% after 24 hours regardless of the day, works done, drawings. Is this acceptable and if you say yes why?

 

[Repfarm]

I live in Memphis, FedEx capital of the world. In the last several weeks I have had packages sit for 3-5 days without movement.

This goes for USPS also, I’ve had stuff from large distributors enter Memphis and sit for 7-9 days downtown before headed out to me. It’s been a poop show lately.

My order also sat in Memphis for several day. (USPS)

 

[Top_Lids]

Has anyone other than me had problems with Top Lids, an aquarium lid maker? Top Lids printed a label, sends me the tracking number, but never turned the box containing the product to FedEx. I verified this with FedEx. Then Top Lids blames FedEx. I paid $560 for the lid and I feel like I have been scammed.

Hey @swallace1 , this is Tyler, the Owner of Top Lids. I was just made aware of this post from a client (and another post from @Devisissy , which I've responded to this morning). I wish I saw them both sooner, but wanted to respond here to everyone in either case.

This period in May was admittedly a rough patch for shipping with FedEx. For whatever reason the terminal near us was not consistently scanning and sending packages after they were either picked up or we dropped them off. After working with our FedEx broker, we decided to permanently switch the terminal that handled our pickups to one that was a bit father away. Over the past 3 months we've been testing the reliability of this terminal, and have seen overall that the service and speed of this terminal is what we and our clients expect.

To the OP, I'm really glad we could personally work through the shipping challenge through email, and that you received your Top Lid in great shape / fit. We hope it gives you many years of enjoyment, and if you need anything else, just reach either me or our support.

Have a great holiday weekend @swallace1

To Your Success,
Tyler, Owner @ Top Lids

 

[Top_Lids]

I'm not defending them BUT when I ordered my lid in January their FedEx hub was a disaster. My lid went back and forth like 3 times to the same place. It eventually showed up but Top Lids was willing to reship.

I did then have an issue with the lid(a miscut) and they reshipped a fixed one in a few days.

Thanks a lot for the shoutout @braaap , it was a crazy time with shipping in earlier in the year lol. Very glad we could fix everything up for you, and hope you're enjoying your lid every day.

To Your Success,
- Tyler, Owner @ Top Lids

 

[Top_Lids]

I live in Memphis, FedEx capital of the world. In the last several weeks I have had packages sit for 3-5 days without movement.

This goes for USPS also, I’ve had stuff from large distributors enter Memphis and sit for 7-9 days downtown before headed out to me. It’s been a poop show lately.

Thanks for the personal insight @WhatCouldGoWrong71

From our testing of different shipping providers and terminals, the key seems to be the first terminal hop. If that one goes well, the rest seems to move through smoothly. Very happy to say that it seems (knock on wood) like these shipping challenges from earlier this year have been resolved, with hundreds of shipments between June to now (September) having only 1 shipping claim. A lost pkg for a Waterbox Infinia Reef 230.6 that we've already filed a claim for and are in the process of cutting a replacement for.

After this terminal switch, FedEx has been great.

It's unfortunate that quite a few clients had to be affected from this 1-2 bulk shipments, but the best we could do is keep everyone updated with 1) what was happening and 2) what our solution was to resolve it.

To Your Success,
- Tyler, Owner @ Top Lids

 

[Top_Lids]

If this was a one off I'd believe it, it appears if you read complaints on other sites, this is a stall technique they use often. I'm interested for the people defending these hacks how they feel about a company keeping 30% after 24 hours regardless of the day, works done, drawings. Is this acceptable and if you say yes why?

There were 1-2 bulk shipments that this affected in May, the OP being one of them, and 1 bulk shipment back in January from what I remember. Starting in June of this yr our shipping has been solid.

Regarding your comments on our terms, upon reviewing order terms for other custom lid and custom tank manufacturers, this is a common policy for custom manufacturing in any industry because of the time and personalization given to each individual project. Currently, all of the well known custom lid and custom tank manufacturers have a policy similar, or more restrictive than this.

We had already produced a mock up drawing of your custom 43 x 13" eurobrace tank lid project the first week of your order (within the first 2-3 business days). I've attached it here for reference.

 

[BeanAnimal]

Regarding your comments on our terms, upon reviewing order terms for other custom lid and custom tank manufacturers, this is a common policy for custom manufacturing in any industry because of the time and personalization given to each individual project. Currently, all of the well known custom lid and custom tank manufacturers have a policy similar, or more restrictive than this.

“They do it too” is an extremely poor excuse, but the real issue appears to be how the “policy” is applied. “They” don’t appear to be as heavy handed in application as you. The spirit and intent, if you will. To me it certainly looks like a money grab on a technicality where good (even reasonable) honesty and customer service would dictate a different outcome. It appears to me that no substantial work was done or there was ambiguity in timing and communication and you handled it very poorly by holding the money hostage over a technicality based on your “policy”.

I may not have the full story on both sides, but your steadfast post here tells me all that I need to know about the way you think and operate your business. Instead of doing damage control you are excusing your actions and shoving your “policy” and terms in a disgruntled customers face. It is not a good look from where I sit.

Policies like this: While there are customers that take advantage of goodwill and/or can be ridiculous in their expectations, not all are. IMHO, a smart business owner of a company of your size deals with each customer on an individual basis. Punitive policies can be a tool to prevent abuse, but shouldn’t be used to bludgeon customers or take their money hostage if things honestly don’t work out due to a misunderstanding or question about a chain of events. Even if this is/was an abusive customer, this was handled poorly. The tone of this post shows that.

 

[EliMelly]

I strongly suggest not using top lids at all. I went with top lids for my second lid rather than kraken as top lids said they could meet my time constraints. Well they couldn’t. All I got was the refund for the extra fast charge and then I had to wait ten weeks… feels like a bait and switch. Where there is smoke there is fire. I’m not the only one who has issues with the company…

 

[EliMelly]

H

“They do it too” is an extremely poor excuse, but the real issue appears to be how the “policy” is applied. “They” don’t appear to be as heavy handed in application as you. The spirit and intent, if you will. To me it certainly looks like a money grab on a technicality where good customer service would dictate a different outcome. It appears to me that no substantial work was done or there was ambiguity in timing and communication and you handles very poorly by holding the money hostage over a technicality based on your “policy”.

I may not have the full story on both sides, but your steadfast post here tells me all that I need to know about the way you think and operate your business. Instead of doing damage control you are excusing your actions and shoving your “policy” and terms in a disgruntled customers face. It is not a good look from where I sit.

Policies like this: While there are customers that take advantage of goodwill and/or can be ridiculous in their expectations, not all are. IMHO, a smart business owner of a company of your size deals with each customer on an individual basis. Punitive policies can be a tool to prevent abuse, but shouldn’t be used to bludgeon customers or take their money hostage if things honestly don’t work out due to a misunderstanding or question about a chain of events. Even if this is/was an abusive customer, this was handled poorly. The tone of this post shows that.

This is exactly what they did to me. I could’ve fought in on my Amex but it just wasn’t worth the hassle. I think they messed up my measurements for the lights too but I didn’t want to deal with them again.

 

[KrisReef]

If this was a one off I'd believe it, it appears if you read complaints on other sites, this is a stall technique they use often. I'm interested for the people defending these hacks how they feel about a company keeping 30% after 24 hours regardless of the day, works done, drawings. Is this acceptable and if you say yes why?

I remember back in the day when people would buy lids in a baggie. Main complaint I recall was that the Lid was only 1 finger across the bag.

Regarding the 30% clause, if I am working on your lid all night and then two days later you decide to cancel our contract because you found a better lid cheaper, then I want my 30% just for the bother.

Life isn't fair, grab a lid and put it in your pipe?

Thanks for the warning about the business practices and experiences folks have had. Hopefully others will search here and know what they can expect if they order.

 

[BeanAnimal]

4 fingers, Kris… or about 25 dimes…

 

[VintageReefer]

The whole situation was handled poorly from start to finish. They would rather be defensive and fight on the Internet with an upset customer instead of apologize and make things right and come out looking good.

And, they chime in months late to the party. Can’t say they just found out about this…I DM’d toplids late February informing them they have an upset customer, partly because i wanted to see how they handled the situation. Which they didn’t. But they did answer my lid questions trying to get my business. I replied again March 5, with a direct link to the post complaining, to make it easier for them to come fix the situation

Here we are now, September, situation still not fixed, customer still upset, and TopLids still being defensive and now arguing on the Internet instead of refunding a small deposit to make a customer happy. They make thousands of lids, shocking they are so stubborn over this one lost customer.

Well if it matters, the way it was handled months ago prevented me from using them for a lid, so that refused deposit refund cost them my business and I’m sure many others.

 

[BeanAnimal]

Yep, stumbled upon this looking for a custom lid to save myself DIY. Not a chance and the response above fully confirms that I made the right choice.

They make thousands of lids

I actually bet a tiny fraction of that, at least custom, given the policy, pattern of problems, attitude and general way the complaints have been addressed. It doesn’t matter to me one way or the other. There are too many other outstanding vendors in this hobby to warrant having to deal with a vendor like this.

 

[KrisReef]

Weed

 

[thedon986]

The whole situation was handled poorly from start to finish. They would rather be defensive and fight on the Internet with an upset customer instead of apologize and make things right and come out looking good.

And, they chime in months late to the party. Can’t say they just found out about this…I DM’d toplids late February informing them they have an upset customer, partly because i wanted to see how they handled the situation. Which they didn’t. But they did answer my lid questions trying to get my business. I replied again March 5, with a direct link to the post complaining, to make it easier for them to come fix the situation

Here we are now, September, situation still not fixed, customer still upset, and TopLids still being defensive and now arguing on the Internet instead of refunding a small deposit to make a customer happy. They make thousands of lids, shocking they are so stubborn over this one lost customer.

Well if it matters, the way it was handled months ago prevented me from using them for a lid, so that refused deposit refund cost them my business and I’m sure many others.

You’re obsessively PMing a vendor to try to make them publicly address one dissatisfied customer? This is bizarre.

 

[BeanAnimal]

You’re obsessively PMing a vendor to try to make them publicly address one dissatisfied customer? This is bizarre.

It sounds more like he was predicating his purchase decision on their response, as well as trying to get the OP some traction. I don’t see it as bizarre at all.

 

[VintageReefer]

You’re obsessively PMing a vendor to try to make them publicly address one dissatisfied customer? This is bizarre.

Obsessively ? Nope

I messaged them to inquire about a quote for a lid for a new tank I bought, but I was concerned another the negative attention.

Started with:

I’m going to be in need of a lid but there is a member here with a negative experience flaming you guys all over…I must say her side of the story is pretty alarming and makes me hesitant. But then I see posts like the recent one praising you guys and I admit your work looks great

When toplids replied they said they would reply by the end of the week. We then dm about my lid needs a few times and after a week they didn’t reply like they said they would. March 5 I sent them a reply, with a link to this thread in case they couldn’t find it. The first message, and that last message march 5 were the only times I mentioned this thread.

They finally did reply to it, today.

 

[VintageReefer]

It sounds more like he was predicating his purchase decision on their response, as well as trying to get the OP some traction. I don’t see it as bizarre at all.

And yes, part of my intention was to gauge how they handle customer service, and their commmitments. They told me they would reply by the end of the week. They didn’t. I tried to help them out an linked them to the thread. They didn’t respond to me, nor the thread.

I moved on to other vendors.

 

[KrisReef]

And yes, part of my intention was to gauge how they handle customer service, and their commmitments. They told me they would reply by the end of the week. They didn’t. I tried to help them out an linked them to the thread. They didn’t respond to me, nor the thread.

I moved on to other vendors.

Wisdom is calm in the storm.

Good luck to everyone who is working on getting through transactions on line. The world is changing and it’s not a seamless transition, ime.