BRS bulk reef supply horrible experience

[GoldeneyeRet]

I have been an extremely happy brs customer from the start of that company. I never imagined I would be writing a negative review, but I feel I must do just that.

I ordered a kamoer x4 doser on Dec 12. I received part of it on Dec 14. I contacted them immediately and received the missing parts on Dec 22.

I had problems with the unit and contacted both coralvue and brs on Jan 15. Coralvue never responded and brs responded on jan 19 saying they would look into the issues and get back to me.

Jan 25 I emailed an inquiry with no response

Jan 31 I emailed , no response
Feb10 emailed again

Feb 12 got a response and a shipping label to return the unit to brs for troubleshooting. Sent unit back on Feb 16.

March 1 emailed since I had not heard from them

March 2nd they emailed me to say the unit is faulty but they won't refund my cc since it is out of the 60 day warranty.

I reported the problem less than a month after after delivery of the unit and they have been unresponsive in resolving the issue, ultimately denying their responsibility. I am now forced to pursue reimbursment through other avenues.

Bulk reef supply has obviously let their customer service slip. Poor communication and failure to stand behind their products would have never happened in the past.

Buyer beware!

 

[GoldeneyeRet]

...

 

[hybridazn]

Per forum rules only the buyer and seller are permitted to comment on feedback threads.

@Bulk Reef Supply

 

[Bulk Reef Supply]

Hi Clark!

I had a chance to follow up with our customer service team to get to the bottom of the issues you were experiencing with your purchase of the Open Box Kamoer Doser, and you are absolutely right; we definitely dropped the ball getting back to you in a timely matter. There's absolutely no excuse for this. Certainly not our standard of service, and we take getting this resolved permanently very seriously. We have a number of initiatives in place to ensure this never happens again.

I know our return policy page has a lot to take in, so I totally understand any confusion here and want to take a moment to clarify both for you as well as the benefit of anyone else reading this. You can access our full policy here: https://www.bulkreefsupply.com/returns

• We do accept open box returns within 30 days of purchase providing the product indeed was brand new and just opened. One of the perks of accepting these products back is that we can then offer them resale to customers at a discount - even when they're otherwise not allowed to be discounted. This was the case with the Kamoer Doser you purchased :)
• Open box items are, however, excluded from our return policy. We do our best to be clear about this, but you've helped identify an opportunity to make this more apparent on the open box product pages. I'll be working with the website team on some improvements here.
• There are restrictions from the credit card companies (your transaction is closed/locked after 60 days) that do not allow us to offer a refund to the original form of payment. Unfortunately, this isn't something we can control but we are more than happy to accomodate a refund in the form of points after this time period.

It does look like our CS team opted to accept your return although it was on an open box item, but failed on the communication portion which is disappointing. I appreciate you taking the time to reach out and share your experience as it's definitely helped me identify some areas for us to improve.

If you still need assistance with anything, please do not hesitate to reach out via PM and I will address ASAP!

Thanks.

 

[GoldeneyeRet]

I purchased a doser from you. It was a previously returned unit but as your policy shows it was supposed to be new and covered by warranty. I verified that with brs before purchase.

The doser was ordered on dec 13. You delivered the product on Dec 22. I reported the problems to you Jan. 15. well within the 60 days.

This doser does not work, and has not worked since I bought it. I am not trying to merely return it. I sent it back to you for "troubleshooting" and have since been told it is faulty. You now have both my money and my doser.

You have dropped the ball in many ways here but the biggest issue is that you sent me a non working product and refuse to refund my money or replace/repair my unit. I have been beyond patient. It has been nearly a quarter of a year and I still don't have a refund or a working product.

The purpose of this thread is to demostrate to, and inform people that bulk reef supply is no longer the customer service oriented, hobbyist friendly business it once was. Brs no longer believes in, or stands behind it's products and they no longer care if a customer spends money on products that are in their words, "faulty".

Mistakes happen, just know that when they do happen brs has no interest in resolving them.

I think has been accomplished.

Should you care to resolve this issue feel free to contact me privately.

 

[GoldeneyeRet]

BRS has reached out to me and refunded my money for the faulty product they sold me.

It is a shame they chose not to do this back on Jan 15. It is a shame they did nothing to rectify this situation until I took drastic actions forcing them to respond.

But in the end, they did get this resolved.