BRS, care for the environment much?

drukkosz · Jan 28, 2020

Morning all,

I have been reefing for over 12 years now, Here I do more reading and post more on the "other" forum.
I have been your costumer for years but my recent order was nothing but disappointing, and frustrating.
I placed an order for few things but apparently it was destroyed by UPS.

I contacted your chat and explain the situation. Not sure what kind of people you are hiring there but Chad was completely useless, it took him forever to respond and when I asked for my order to be canceled so I can reorder everything and I was told to wait till the tracking info changes? Seriously?

I told him his costumer skills are terrible and ended the chat. I sent an email instead. I politely asked if I can receive a coupon code for expedited shipping because main reason I place an order at first place was that I run out of soda ash. Thomas responded that he canceled the order. I replied politely asking again for expedited shipping and no surprise he didn't respond.

Finally my order was canceled and I reordered everything. Yesterday I received my order and seriously BRS what the heck? Was all that necessary?

Let me add that this room is 1200sq/f and 55 feet long!

Bulk Reef Supply · Jan 28, 2020

Hi @drukkosz ,
I'm very sorry to hear about your experience. What you've described is frustrating on a number of levels. UPS damage does happen from time to time, but where we aim to stand out is how we fix problems. It sounds like we failed on this front. Given that tracking info, we should have immediately re-shipped your order. I'll make sure to forward your message to our customer service manager so that we're upholding our standard of serving the customer above all else.

As for the box, our warehouse team has identified that the box sizes that we currently have available are not sufficiently fitting our needs. We're going to be ordering new boxes so that they don't require as much padding or materials to help ensure that your order arrives safely. This will undoubtedly help cut the impact on the environment by reducing waste.

~~I'm going to send you a PM~~ requesting your BRS account email so that I can get you $20 in points per our same day shipping promise. While this did go out on time originally, the delay in getting a replacement to you was unacceptable.

Edit: it looks like R2R won't allow me to send you a message. If you could PM us with an order number or email on your account, I'd like to get this credit added to your account.