Aqua-Direct

Cosmic · 04-20-2004, 05:13 PM

Anyone ever deal with these people, out of Seattle?
If so, what were your experiences with them? Any problems? How is customer service/satisfaction?

The reason I ask is that I bought a Blueline HD external pump from them almost 2 weeks ago, and still have not received my merchandise.

They do not offer up tracking numbers so you can find out when to expect your shipment. They state that they usually ship by the next day. 8 full business days later and still no merchandise.
I wrote them an email inquiring about my purchase late last night, and as of yet had not heard back from them. I am going to give them the benefit of the doubt and wait one more full day to hear a response.

If you were in my shoes, what would your reaction to the situation be?
As I said, I'm not condemning them yet, but I'm starting to lean in that direction given the circumstances so far.

Thanks,
Cos

addict · 04-20-2004, 05:56 PM

I bought my 1/3Hp Aqua Logic chiller through them, and I received confirmation once it had shipped (which was about 5 days later).
They also didn't get back to me when I had an inquiry about my order, but I received the chiller the same day I e-mailed about it (I had missed the original shipment notification, which had been tagged 'junk' and moved to my junk folder)... hopefully that's the case with yours as well.

I'm kinda up in the air on what to think... they have great prices, but their customer service is a little lax... response to e-mails would be nice.

Cosmic · 04-21-2004, 05:23 PM

48 hours later, I broke down and called their 800 #, which was busy for well over 1/2 hour. I ended up calling thier (local) number at the expense of long distance charges before I could finally get a response from this company. Yes, they refused to reply to my emails.

I ordered my pump the 7th of April. They said it got to the UPS station in Cincinatti (from seattle) and has been sitting there since the 9th of April, with no change. They also told me that they are shipping a new one out 2-day mail today . IMHO, had I not called, I still would be waiting a long time for this pump to arrive. You see, they told me they would resend immediately after asking my name, without any other information. This leads me to believe that had I not called, the pump still would not have been re-sent. (why wasn't it re-sent a week ago, after a week of MIA had already occurred?).

So, I still don't actually have the pump yet, they got my money 2 weeks ago today, and they don't even have the courtesy to reply to an email explaining the shipping problems. I had to go WAY out of my way to contact them for them to take any action whatsoever, costing myself even more money.

I do NOT recommend this company to anyone, since I've had nothing but headaches so far.

Peace,
Cos

TDEVIL · 04-21-2004, 05:44 PM

i am having the same problem with another company, so i know how you are feeling

thanks for the heads-up, Cos

Jay

Craig Manoukian · 04-21-2004, 07:41 PM

Cos,

Bought my PC lighting for my 20 gallon two and a half years ago and everything was fantastic, great price and prompt delivery. Several follow-up calls due to a bad ballast and everything was cool.

Since then they never answer their 800 number so I won't do business with them in the future. Unfortunately not very good customer service.

wooddood · 04-21-2004, 08:22 PM

#@%*&#$@ vendors.

i hope everything works out cos.

BoomerD · 04-21-2004, 08:28 PM

When I was setting up and upgrading last year, I looked into doing business with them. I kept reading reports that their customer service was a bit lacking to say the least. I even read some negative about them on their own forum boards. I decided to take my business elsewhere, and have never regretted it.

Scooterman · 04-22-2004, 08:13 AM

Things like this happening has led me to seriously thinking about becoming & online vendor, I know the frustration one goes through & it tears me up every time. Maybe after the wedding I'll try and start something part time. I would love to help people & try to avoid things like this.

Craig Manoukian · 04-22-2004, 10:53 AM

Sounds cool Scott!

Cosmic · 04-26-2004, 10:49 PM

For those of you following this debacle, an update.
The pump is still not here. However, I did finally get a tracking number for my order today! According to UPS, the pump should arrive on my doorstep tomorrow, being shipped out on Friday, the day they promised I would receive it.
I also discovered that UPS does not direct thier shipping through Cincinatti, as Aqua-Direct stated my package did.

Simply put, this company flat out lies to thier customers, not caring whether they discover this fact or not. Oh yeah, and expect a 3 week delivery time, far from thier stated " next day shipping".

Maxx · 04-26-2004, 11:46 PM

Wow, sorry to hear how bad this sucks for you Cos......
Thanks for telling the rest of us about it....
Nick

Craig Manoukian · 04-27-2004, 12:22 AM

Bummer dude, glad your going to receive your pump and thanks for the update!

Scooterman · 04-27-2004, 06:20 AM

At that rate they should give you a huge discount of a coupon for next time. I hope you get it soon!

Witfull · 04-27-2004, 09:12 AM

like there ever would be a next time

ScottT1980 · 04-27-2004, 10:52 AM

Cosmic, I hear ya buddy and I hope all works out...

I am currently in the midst of a 4 month transaction with a vendor that has yet to be reconciled. So, I can certainly understand your level of frustration.

Take er easy
Scott T.

04-20-2004, 05:13 PM	#1 (permalink)
Cosmic Star Polyps Join Date: Nov 2003 Location: NE Ohio Posts: 173 View Gallery Karma Komment	Aqua-Direct Anyone ever deal with these people, out of Seattle? If so, what were your experiences with them? Any problems? How is customer service/satisfaction? The reason I ask is that I bought a Blueline HD external pump from them almost 2 weeks ago, and still have not received my merchandise. They do not offer up tracking numbers so you can find out when to expect your shipment. They state that they usually ship by the next day. 8 full business days later and still no merchandise. I wrote them an email inquiring about my purchase late last night, and as of yet had not heard back from them. I am going to give them the benefit of the doubt and wait one more full day to hear a response. If you were in my shoes, what would your reaction to the situation be? As I said, I'm not condemning them yet, but I'm starting to lean in that direction given the circumstances so far. Thanks, Cos __________________ ReefKeeping FAQ'S

04-20-2004, 05:56 PM	#2 (permalink)
addict Reef Lobster Join Date: Jan 2004 Location: Sierra Nevada Country Posts: 1,621 View Gallery Karma Komment	I bought my 1/3Hp Aqua Logic chiller through them, and I received confirmation once it had shipped (which was about 5 days later). They also didn't get back to me when I had an inquiry about my order, but I received the chiller the same day I e-mailed about it (I had missed the original shipment notification, which had been tagged 'junk' and moved to my junk folder)... hopefully that's the case with yours as well. I'm kinda up in the air on what to think... they have great prices, but their customer service is a little lax... response to e-mails would be nice. __________________ -David *addict's tank specs:* Coming soon!

04-21-2004, 05:23 PM	#3 (permalink)
Cosmic Star Polyps Join Date: Nov 2003 Location: NE Ohio Posts: 173 View Gallery Karma Komment	48 hours later, I broke down and called their 800 #, which was busy for well over 1/2 hour. I ended up calling thier (local) number at the expense of long distance charges before I could finally get a response from this company. Yes, they refused to reply to my emails. I ordered my pump the 7th of April. They said it got to the UPS station in Cincinatti (from seattle) and has been sitting there since the 9th of April, with no change. They also told me that they are shipping a new one out 2-day mail today . IMHO, had I not called, I still would be waiting a long time for this pump to arrive. You see, they told me they would resend immediately after asking my name, without any other information. This leads me to believe that had I not called, the pump still would not have been re-sent. (why wasn't it re-sent a week ago, after a week of MIA had already occurred?). So, I still don't actually have the pump yet, they got my money 2 weeks ago today, and they don't even have the courtesy to reply to an email explaining the shipping problems. I had to go WAY out of my way to contact them for them to take any action whatsoever, costing myself even more money. I do NOT recommend this company to anyone, since I've had nothing but headaches so far. Peace, Cos __________________ ReefKeeping FAQ'S

04-21-2004, 05:44 PM	#4 (permalink)
TDEVIL Elegance coral Join Date: Nov 2003 Location: Marion, INDIANA Posts: 1,170 View Gallery Karma Komment	i am having the same problem with another company, so i know how you are feeling thanks for the heads-up, Cos Jay __________________ my web site <-- needs updated

04-21-2004, 07:41 PM	#5 (permalink)
Craig Manoukian Regular Guy Moderator Join Date: Nov 2003 Location: Marina Del Ray, CA Posts: 15,724 View Gallery Karma Komment Add yours!	Cos, Bought my PC lighting for my 20 gallon two and a half years ago and everything was fantastic, great price and prompt delivery. Several follow-up calls due to a bad ballast and everything was cool. Since then they never answer their 800 number so I won't do business with them in the future. Unfortunately not very good customer service. __________________ Currently tankless. 20 Gallon mini reef with mated pair of Maroon Clowns given to Rougiem! 80 gallon reef given to Rougiem/Wooster HS.

04-21-2004, 08:22 PM	#6 (permalink)
wooddood the wood dude Join Date: Nov 2003 Location: CARMEL. INDIANA Posts: 3,450 View Gallery Karma Komment	#@%*&#$@ vendors. i hope everything works out cos. __________________ 120 gal/in wall tank/starboard substraight/2 250 watt 10k xm metal halides/ 4 55watt 03 actinics/150lbs lr/scwd on return/scwd on a closed loop/aquaclear aquatics 200 pro wetdry w/skimmer. ask all the questions you have if we cant answer it we'll make up some thing. remember patience is the key to a kick ass reef. dave.

04-21-2004, 08:28 PM	#7 (permalink)
BoomerD Reef Shark Join Date: Nov 2003 Location: Northern California Posts: 5,223 View Gallery Karma Komment	When I was setting up and upgrading last year, I looked into doing business with them. I kept reading reports that their customer service was a bit lacking to say the least. I even read some negative about them on their own forum boards. I decided to take my business elsewhere, and have never regretted it.

04-22-2004, 08:13 AM	#8 (permalink)
Scooterman Elegance coral Join Date: Nov 2003 Location: Lafayette, Louisiana Posts: 1,179 View Gallery Karma Komment	Things like this happening has led me to seriously thinking about becoming & online vendor, I know the frustration one goes through & it tears me up every time. Maybe after the wedding I'll try and start something part time. I would love to help people & try to avoid things like this. __________________ Scott Ardoin (Ard-Dwan)

04-22-2004, 10:53 AM	#9 (permalink)
Craig Manoukian Regular Guy Moderator Join Date: Nov 2003 Location: Marina Del Ray, CA Posts: 15,724 View Gallery Karma Komment Add yours!	Sounds cool Scott! __________________ Currently tankless. 20 Gallon mini reef with mated pair of Maroon Clowns given to Rougiem! 80 gallon reef given to Rougiem/Wooster HS.

04-26-2004, 10:49 PM	#10 (permalink)
Cosmic Star Polyps Join Date: Nov 2003 Location: NE Ohio Posts: 173 View Gallery Karma Komment	For those of you following this debacle, an update. The pump is still not here. However, I did finally get a tracking number for my order today! According to UPS, the pump should arrive on my doorstep tomorrow, being shipped out on Friday, the day they promised I would receive it. I also discovered that UPS does not direct thier shipping through Cincinatti, as Aqua-Direct stated my package did. Simply put, this company flat out lies to thier customers, not caring whether they discover this fact or not. Oh yeah, and expect a 3 week delivery time, far from thier stated " next day shipping". __________________ ReefKeeping FAQ'S

04-26-2004, 11:46 PM	#11 (permalink)
Maxx Manta Ray Join Date: Nov 2003 Location: St Louis Mo Posts: 3,079 View Gallery Karma Komment	Wow, sorry to hear how bad this sucks for you Cos...... Thanks for telling the rest of us about it.... Nick __________________ "Chaos, confusion, despair...my work is done here." ...Some guy named Murphy.... A good friend will come and bail you out of jail...but, a true friend will be sitting next to you saying, "Damn...that was fun!" Reef Sanctuary Knowledgebase (Answers to all your questions and then some!)

04-27-2004, 12:22 AM	#12 (permalink)
Craig Manoukian Regular Guy Moderator Join Date: Nov 2003 Location: Marina Del Ray, CA Posts: 15,724 View Gallery Karma Komment Add yours!	Bummer dude, glad your going to receive your pump and thanks for the update! __________________ Currently tankless. 20 Gallon mini reef with mated pair of Maroon Clowns given to Rougiem! 80 gallon reef given to Rougiem/Wooster HS.

04-27-2004, 06:20 AM	#13 (permalink)
Scooterman Elegance coral Join Date: Nov 2003 Location: Lafayette, Louisiana Posts: 1,179 View Gallery Karma Komment	At that rate they should give you a huge discount of a coupon for next time. I hope you get it soon! __________________ Scott Ardoin (Ard-Dwan)

04-27-2004, 10:52 AM	#15 (permalink)
ScottT1980 Reef Lobster Join Date: Nov 2003 Location: Raleigh, NC Posts: 1,484 View Gallery Karma Komment	Cosmic, I hear ya buddy and I hope all works out... I am currently in the midst of a 4 month transaction with a vendor that has yet to be reconciled. So, I can certainly understand your level of frustration. Take er easy Scott T. __________________ My Tank

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