Bulk Reef supply

[plexx]

So never thought I would be complaining about Bulk Reef Supply but... My wife ordered a set of ai hydra 32's for me for Christmas, paid the extra for fast shipping on the 21 of Dec. The lights showed up on Jan 4th so my wife emailed them and they said we will send you a return label no problem. We put the label on "the unopened box" and handed the box to our UPS driver. When we received the credit they took 46.88 out of the refund saying we opened the lights and used them. Never even opened the brown ups box let alone the hydra box's . When I called them they basically said too bad that's the way it is and someone is lying and I know it is not us. Now like many of you I have spent crazy money on this hobby, most of it with them, and they have to play games like this? It's not the money I care so much about, it's just being treated this way by a company that I've spent thousands of dollars with .Bad business, will never buy from them again. A little sad about this because I love buying from them and they have a great selection of stuff.. If the boxes were opened, then they sent me used lights is the only explanation I can come up with - which is messed up. I put the return label on the box in front of the UPS guy, who just delivered them. I saw the box for maybe 2 minutes. Just had to vent.. I hate bad mouthing companies, but this just really upset me.

 

[plexx]

When I called customer service, they basically called me a liar. I don't know who I spoke to but that was messed up. Brs needs to remember one thing (money spends anywhere). We have choices.

 

[plexx]

Already called my credit card company. Hate doing this .

 

[redfishbluefish]

A friendly reminder that outside comments have been removed. As per our Terms of Service, feedback disputes are between the two parties involved so that they could potentially come to a resolution.

Thank you, Team R2R

 

[plexx]

Ok delete this thread

 

[4FordFamily]

Ok delete this thread

Hello, we can close the thread if you’d like. Was this resolved? Please update us if so :)

 

[plexx]

Hello, we can close the thread if you’d like. Was this resolved? Please update us if so :)

No it was not resolved, but I don't want to start a problem on this board so I will just deal with it in private. Thanks

 

[plexx]

You know it's funny how in the past when other people had issues with orders or damaged items , bulk reef supply within a day was right there responding and trying to make things right. Now silence no comment? huh. Maybe things have changed. In the past Ryan was all about the hobby maybe now it's all about the money?

 

[plexx]

so here is the email from brs saying 9.99 for return shipping. Then why charge me 46.88?
Kyle (BulkReefSupply)

Dec 26, 2020, 14:09 CST

Hi There!

Thanks for reaching out to us! We are very sorry about the delay on this package. Due to holiday shipping volume we suggest planning ahead this time of year due to shipping carriers being super busy as well as potential hazardous weather conditions. To help select the best method based on the day ordered, we provided a shipping guide on our website to help guarantee delivery by Christmas!

If these items were purchased locally we can reroute, but it will be a cost of $17 to do so. If you accept delivery we can provide a return label to have printed off and sent back to us with a $9.99 deduction for the label. Please let us know which option works best!

Thanks!

And as far as shipping method my wife paid extra for faster shipping and they had a week to get it there , showed up jan 4th

 

[Bulk Reef Supply]

So never thought I would be complaining about Bulk Reef Supply but... My wife ordered a set of ai hydra 32's for me for Christmas, paid the extra for fast shipping on the 21 of Dec. The lights showed up on Jan 4th so my wife emailed them and they said we will send you a return label no problem. We put the label on "the unopened box" and handed the box to our UPS driver. When we received the credit they took 46.88 out of the refund saying we opened the lights and used them. Never even opened the brown ups box let alone the hydra box's . When I called them they basically said too bad that's the way it is and someone is lying and I know it is not us. Now like many of you I have spent crazy money on this hobby, most of it with them, and they have to play games like this? It's not the money I care so much about, it's just being treated this way by a company that I've spent thousands of dollars with .Bad business, will never buy from them again. A little sad about this because I love buying from them and they have a great selection of stuff.. If the boxes were opened, then they sent me used lights is the only explanation I can come up with - which is messed up. I put the return label on the box in front of the UPS guy, who just delivered them. I saw the box for maybe 2 minutes. Just had to vent.. I hate bad mouthing companies, but this just really upset me.

Hi @plexx ,
Apologies for the delayed reply; I've been out of the office for the last few days. I'd really like to look into this situation with our customer service team to see what is going on. Can you please send a PM with your order number or email address on your BRS account?

 

[plexx]

Thanks for reaching out, I PM'd you the info.

 

[plexx]

So just heard back from brs and they are going to take care of it. I'm happy about this because they are a great company and I buy all of my supplies from them. Thanks r2r for your support.