BUYER BEWARE PNW Custom

[seabedoasis]

I don't like to do this with a small business, but I need to share the negative experience I've had with PNW custom. I ordered a Small-in-one pico with heater from PNW customs for $170 on 10/28. They say the lead time is 3-10 days, but by 11/16, I hadn't heard anything from them on shipping, so I decided to cancel my order by emailing [email protected] (the only email or contact info of any kind that I can find on the website) including my order number. According to their own website, you can cancel your order before shipping and incur a 15% restocking fee. I got no response to my email. On 11/25, I got an automated email that a label had been created for my package but UPS didn't have the package yet. I emailed them again at the same address reiterating my order cancellation. The next day, 11/26 I messaged them on instagram with a similar message about order cancellation. None of my three messages have ever been responded to and now I see that on 12/4, UPS received the package and it is now being shipped. I am very irritated with this whole interaction. I don't know if it was ineptitude or malice that led to my messages being ignored, but this type of seedy conduct is unbecoming of a legitimate business. I want to support small companies, but when they pull stuff like this, it makes me want to stick to established brands. I hope that PNW can reach out and rectify the situation, redirect the UPS package so I don't have to deal with shipping it back, and refund my purchase minus the restocking fee.

@PNWCustom

 

[stE25wy14]

if they are on SHOP(its an app) I would message them on there, I had problems and the company finally responded on shop

 

[seabedoasis]

if they are on SHOP(its an app) I would message them on there, I had problems and the company finally responded on shop

Thanks for the advice. I just checked, they don't have a profile on "shop".

 

[stE25wy14]

Thanks for the advice. I just checked, they don't have a profile on "shop".

have u tried

PNW Custom

PNW Custom. 70,968 likes · 13,612 talking about this. Your source for high quality aquariums & accessories, based in the Pacific Northwest. https://www.pnw-custom.com/

www.facebook.com

 

[Tamberav]

That’s a bummer. I have only had good interactions with them and the products I have from them are top notch. I know it was difficult to get ahold of anyone around the holiday but would think you would hear from someone by now.

 

[seabedoasis]

have u tried

PNW Custom

PNW Custom. 70,968 likes · 13,612 talking about this. Your source for high quality aquariums & accessories, based in the Pacific Northwest. https://www.pnw-custom.com/

www.facebook.com

Just messaged them on facebook. Hope they respond. Also just realised that reef2reef has a dedicated vendor feedback forum section which is where I would have placed this thread.

 

[Gumbies R Us]

Strange, Never once had a bad experience with them. I have one of their tanks in my house right now, and it's great! Not to mention, I've talked to the guy at multiple reefing shows, and he's super nice as well.

 

[dylanb1234]

Wow, this is shocking! I’ve purchased from them 4 times now. I’m on the east coast and always upgrade shipping so I can get my order from them in less than 5 days. If I have questions I usually reach out to them via Facebook messenger and get a response fairly quick. Sorry you had a bad experience but don’t give up on them. They have top notch products.

 

[hadri420]

weird i’ve bought one of their tanks
, it went across the globe, and i sometimes tinker around with it and ask them things ands they would ALWAYS reply and help, one of the best business owner in this hobby IMO

 

[jmowbray]

I don't like to do this with a small business, but I need to share the negative experience I've had with PNW custom. I ordered a Small-in-one pico with heater from PNW customs for $170 on 10/28. They say the lead time is 3-10 days, but by 11/16, I hadn't heard anything from them on shipping, so I decided to cancel my order by emailing [email protected] (the only email or contact info of any kind that I can find on the website) including my order number. According to their own website, you can cancel your order before shipping and incur a 15% restocking fee. I got no response to my email. On 11/25, I got an automated email that a label had been created for my package but UPS didn't have the package yet. I emailed them again at the same address reiterating my order cancellation. The next day, 11/26 I messaged them on instagram with a similar message about order cancellation. None of my three messages have ever been responded to and now I see that on 12/4, UPS received the package and it is now being shipped. I am very irritated with this whole interaction. I don't know if it was ineptitude or malice that led to my messages being ignored, but this type of seedy conduct is unbecoming of a legitimate business. I want to support small companies, but when they pull stuff like this, it makes me want to stick to established brands. I hope that PNW can reach out and rectify the situation, redirect the UPS package so I don't have to deal with shipping it back, and refund my purchase minus the restocking fee.

@PNWCustom

Is there an update on this? I ordered a micro tank and several other items. I have emailed, FB messaged and IG messaged. More order has seen no change or update and if it doesn't ship soon the situation wont be good. I'm having to move and want to change the ship to address. But like others have said I have got not a single replay in any form.

 

[seabedoasis]

Is there an update on this? I ordered a micro tank and several other items. I have emailed, FB messaged and IG messaged. More order has seen no change or update and if it doesn't ship soon the situation wont be good. I'm having to move and want to change the ship to address. But like others have said I have got not a single replay in any form.

No, they never responded I gave up eventually.

 

[JumboShrimp]

This sounds like a bad situation. No communication = no good, in my book.

 

[C2_Reef]

I hate to dig up old threads, but here i am !

Anyone ever get a response? An apology ? Discount on future order? Did you ever receive your order ?

I am in the same situation. My order was placed and shipped back on Feb 17th. USPS has shown no movement since the 23rd, and PNW Custom wont respond to emails. I understand they go out and do trade shows and stuff this time of year to build new customers and show off their products. But what about the customer service for the repeat customers that helped build them?

Hopefully your experience had a positive outcome as the lack of communication and consideration for the customer has left a bad taste at this point.

 

[bob88884]

I don't like to do this with a small business, but I need to share the negative experience I've had with PNW custom. I ordered a Small-in-one pico with heater from PNW customs for $170 on 10/28. They say the lead time is 3-10 days, but by 11/16, I hadn't heard anything from them on shipping, so I decided to cancel my order by emailing [email protected] (the only email or contact info of any kind that I can find on the website) including my order number. According to their own website, you can cancel your order before shipping and incur a 15% restocking fee. I got no response to my email. On 11/25, I got an automated email that a label had been created for my package but UPS didn't have the package yet. I emailed them again at the same address reiterating my order cancellation. The next day, 11/26 I messaged them on instagram with a similar message about order cancellation. None of my three messages have ever been responded to and now I see that on 12/4, UPS received the package and it is now being shipped. I am very irritated with this whole interaction. I don't know if it was ineptitude or malice that led to my messages being ignored, but this type of seedy conduct is unbecoming of a legitimate business. I want to support small companies, but when they pull stuff like this, it makes me want to stick to established brands. I hope that PNW can reach out and rectify the situation, redirect the UPS package so I don't have to deal with shipping it back, and refund my purchase minus the restocking fee.

@PNWCustom

What would make you think that if you ship it back, they will refund you? They have shown you how reliable they are.

 

[Jamie814]

My order was placed and shipped back on Feb 17th. USPS has shown no movement since the 23rd

So, just to confirm, you placed an order, returned it for a refund, and the USPS tracking shows it was lost during shipping and never made it back to PNW Customs?

 

[C2_Reef]

So, just to confirm, you placed an order, returned it for a refund, and the USPS tracking shows it was lost during shipping and never made it back to PNW Customs?

No.... i guess i worded it poorly.

I ordered and it was shipped "FROM" PNWCustom on Feb 17th. the order has been stalled since the 23rd with no updates. Has not been received by me yet. The word (back) probably should have been omitted for clarification.

 

[seabedoasis]

I hate to dig up old threads, but here i am !

Anyone ever get a response? An apology ? Discount on future order? Did you ever receive your order ?

I am in the same situation. My order was placed and shipped back on Feb 17th. USPS has shown no movement since the 23rd, and PNW Custom wont respond to emails. I understand they go out and do trade shows and stuff this time of year to build new customers and show off their products. But what about the customer service for the repeat customers that helped build them?

Hopefully your experience had a positive outcome as the lack of communication and consideration for the customer has left a bad taste at this point.

I received my order but never got any response from them on any platform.