Aquarium Speciality - Disappointed

[jabberkaycee]

I hate having to post something like this, but I feel other hobbyists should be aware of my experience.

I recently placed an order with Aquarium Specialty, on May 26th, totaling more than $5,000 for an aquarium, MP40s, a COR-20 pump, and a skimmer. I understood that the aquarium and skimmer would ship direct from the manufacturer and might take additional time. The skimmer arrived quickly, which I appreciated.

However, the MP40s and COR-20 were listed on the website as shipping the next business day. After several days without any updates, I left multiple messages that were never returned. When I finally reached someone on Tuesday of this week, I was told my order had been delayed because they were hoping to place a larger vendor order so they could get a volume discount. I was assured that my items would be brought in from their warehouse and shipped, and that my aquarium was expected to ship the following day.

After 10 days, I have received no tracking numbers, no shipping confirmation, and no follow-up communication. I have left additional messages today that have also gone unanswered.

At this point, my concern is not the aquarium lead time. I understand that direct ship orders take time. My frustration is the lack of communication and the failure to ship items that were advertised as next-business-day shipments. When a customer has over $5,000 tied up in an order, timely communication should be expected.

I have now requested that any unshipped items, including the aquarium, be canceled if tracking information cannot be provided so that I can purchase them elsewhere. They are closed on Saturday and Sunday, so I’m left hanging in the meantime.

I entered this purchase excited to return to the reef hobby after many years away. This was only the first of several planned orders, and unfortunately it has been the most disappointing. Every other vendor involved in my build has delivered as promised, while this order remains unresolved.

I have always heard positive things about Aquarium Specialty, which makes this experience even more disappointing. I sincerely hope they can resolve this situation, but based on my experience so far, I cannot recommend them.

 

[jabberkaycee]

Update: I did finally receive a tracking number for my aquarium, but only after numerous phone calls, voice messages, emails, and finally filing a dispute with my credit card company.

I also received a credit invoice for the equipment that was never shipped. Unfortunately, obtaining that resolution was equally challenging, and I suspect I would still be waiting had I not been able to reach Scott directly on his personal cell phone.

The credit for the MP40s and COR20 has not yet appeared on my credit card, but I’m hopeful that will be resolved within the next week. In the meantime, I placed a reorder with another vendor and have already received the products.

This situation could have been resolved much easier if someone had simply answered the phone, responded to rhe voicemails, or responded to the emails. Communication is critical to customer satisfaction, and silence only escalates frustration.

There is additional context that I do not feel is appropriate to discuss in a public forum. What matters most is that this issue is finally nearing resolution, and with any luck, I’ll have water in my tank by next week.