david42
Active Member
I Placed an order with Bulk Reef Supply for; RO Filter Pump Kit, Sink Diverter Kit, the extra thread fittings, Inline TDS Meter, and 10 Pounds of dry rock rubble. All together cost a little above $200.00.
I received 2 boxes. I opened the first box and was very happy with the quality of the rock. Very nice pieces. However, I was horrified when I realised that all the second box contained was more rock rubble. I was missing the rest of the order! No packing slip or invoice. I checked the email they sent, only had one tracking number.
So i sent an email explaining that the most expensive parts of my order were not here.
The response was, "Here is your tracking # UPS shows it was delivered Yesterday"
I had to write back. Explain again, i only received 2 boxes of rock rubble. I waited about 8 hours with no response.
Got to work decided to call them before my shift started. I explained what had happened. gave the order number and I was informed again that UPS says 2 boxes were delivered Yesterday. So I said, "I am sorry, I just explained to you that i received 2 boxes with Only rock" Made me wonder if the guy was listening. After about a ten minute conversation he says, "That's weird" Then he tells me that he will get with packing and shipping and see if he can figure it out. Says he will email me that night with what he finds out. Almost 24 hours later I had no response.
I send another email asking for an update. Response was "Sorry fo delay with getting back to you. but it looks like someone else took care of your problem"
I replied with "No, they did not. I still know nothing about missing items'
So then i get email saying shipment is on the way. I replied and asked what happened with order, some tracking information, or some idea when to expect items. I was told that there was "another error where shipment wasn't placed in ready status after the phone conversation"
Anyway, after a mishadled shipment, a phone call and numerous emails, they made a second mistake with the same order? Is this common with this company? All I really want is to be given the things I pay for when they say I will get them. Customer service seemed a little lacking. Not sure how many times I had to say or write "I received 2 boxes. Box 1 had a bag of rock rubble. Box 2 also had a bag of rock rubble. That is all"
Is this company worth giving a second chance? Or is this the standard service?
I received 2 boxes. I opened the first box and was very happy with the quality of the rock. Very nice pieces. However, I was horrified when I realised that all the second box contained was more rock rubble. I was missing the rest of the order! No packing slip or invoice. I checked the email they sent, only had one tracking number.
So i sent an email explaining that the most expensive parts of my order were not here.
The response was, "Here is your tracking # UPS shows it was delivered Yesterday"
I had to write back. Explain again, i only received 2 boxes of rock rubble. I waited about 8 hours with no response.
Got to work decided to call them before my shift started. I explained what had happened. gave the order number and I was informed again that UPS says 2 boxes were delivered Yesterday. So I said, "I am sorry, I just explained to you that i received 2 boxes with Only rock" Made me wonder if the guy was listening. After about a ten minute conversation he says, "That's weird" Then he tells me that he will get with packing and shipping and see if he can figure it out. Says he will email me that night with what he finds out. Almost 24 hours later I had no response.
I send another email asking for an update. Response was "Sorry fo delay with getting back to you. but it looks like someone else took care of your problem"
I replied with "No, they did not. I still know nothing about missing items'
So then i get email saying shipment is on the way. I replied and asked what happened with order, some tracking information, or some idea when to expect items. I was told that there was "another error where shipment wasn't placed in ready status after the phone conversation"
Anyway, after a mishadled shipment, a phone call and numerous emails, they made a second mistake with the same order? Is this common with this company? All I really want is to be given the things I pay for when they say I will get them. Customer service seemed a little lacking. Not sure how many times I had to say or write "I received 2 boxes. Box 1 had a bag of rock rubble. Box 2 also had a bag of rock rubble. That is all"
Is this company worth giving a second chance? Or is this the standard service?
