Contact info for PNW ?

[C2_Reef]

Anyone have a phone number for PNW ?
I tried looking on their website, but no luck.
I placed an order back in February that appears to be lost within USPS system. It shipped out on the 17th, but hasn't moved anywhere.

I have emailed PNW several times, but can not get a response back from them.

 

[JGT]

What’s the full name?

 

[C2_Reef]

What’s the full name?

PNW Custom

 

[Gumbies R Us]

[email protected]?

Have you tried messaging them on their Facebook?

 

[Randy Holmes-Farley Verified Community Expert]

I think he meant the full name of PNW.

If you decide you do not want your name showing publicly, just let a moderator know and they can delete for you.

 

[JGT]

I think he meant the full name of PNW.

If you decide you do not want your name showing publicly, just let a moderator know and they can delete for you.

yes.

 

[C2_Reef]

[email protected]?

Have you tried messaging them on their Facebook?

Yes, Facebook just has a kick back message.

 

[PNWCustom]

We've already been in response now multiple times with this customer. Item was shipped immediately after the order was placed. USPS had a shipping delay, that wasn't us. Thanks to all who messaged us and made us aware.

 

[C2_Reef]

We've already been in response now multiple times with this customer. Item was shipped immediately after the order was placed. USPS had a shipping delay, that wasn't us. Thanks to all who messaged us and made us aware.

I appreciate the quick fulfillment, but my frustration isn’t actually with the USPS delay—it’s with the dismissive response I received when I reached out for help the first time over a week ago, and then again today only after social media attempt. Several emails went for days without response.

I chose to buy directly from your site specifically to support your small business, rather than SaltwaterAquarium where I typically purchase. But being told to 'contact USPS' after I had already done so feels like a hand-off rather than support. I value your products, but the lack of communication during this process makes it difficult to choose the direct route over a larger third-party retailer in the future. I'm disappointed that the service didn't match the quality of the items you create.

To clarify, I’m well aware that USPS delays are out of your control. My concern was the lack of support when the tracking has stalled for 17 days now. As the seller, I expected more advocacy when the shipment stalled. Being directed back to the carrier I had already contacted felt dismissive and a lack of accountability. I enjoy PNWCustom products and wanted to support you directly, but this experience has been frustrating from a customer service standpoint. Hopefully, this feedback helps for future orders.

I’d like to continue supporting PNWCustom, but my future purchases will really depend on how this situation is resolved and what is done to make this right. I’m looking for a reason to keep my business here rather than moving it back to a third-party seller. I'm hoping we can find a resolution that restores my confidence in your customer service. (Please feel free to reach out)

I will gladly remove this thread once the dust settles and things are made right.

 

[Kasasah]

I appreciate the quick fulfillment, but my frustration isn’t actually with the USPS delay—it’s with the dismissive response I received when I reached out for help the first time over a week ago, and then again today only after social media attempt. Several emails went for days without response.

I chose to buy directly from your site specifically to support your small business, rather than SaltwaterAquarium where I typically purchase. But being told to 'contact USPS' after I had already done so feels like a hand-off rather than support. I value your products, but the lack of communication during this process makes it difficult to choose the direct route over a larger third-party retailer in the future. I'm disappointed that the service didn't match the quality of the items you create.

To clarify, I’m well aware that USPS delays are out of your control. My concern was the lack of support when the tracking has stalled for 17 days now. As the seller, I expected more advocacy when the shipment stalled. Being directed back to the carrier I had already contacted felt dismissive and a lack of accountability. I enjoy PNWCustom products and wanted to support you directly, but this experience has been frustrating from a customer service standpoint. Hopefully, this feedback helps for future orders.

I’d like to continue supporting PNWCustom, but my future purchases will really depend on how this situation is resolved and what is done to make this right. I’m looking for a reason to keep my business here rather than moving it back to a third-party seller. I'm hoping we can find a resolution that restores my confidence in your customer service. (Please feel free to reach out)

I will gladly remove this thread once the dust settles and things are made right.

Not really anything that can be done until the carrier either says the package is lost, or can't be delivered. Then the seller can send a new one and make an insurance claim. What exactly is considered "dismissive" to you? I've always gotten what I guess could be considered dismissive response when the carrier is delaying something. It's unfortunate, but a big part of ordering online, unfortunately.

 

[C2_Reef]

Not really anything that can be done until the carrier either says the package is lost, or can't be delivered. Then the seller can send a new one and make an insurance claim. What exactly is considered "dismissive" to you? I've always gotten what I guess could be considered dismissive response when the carrier is delaying something. It's unfortunate, but a big part of ordering online, unfortunately.

A dismissive response is one that redirects instead of researches… Being redirected to the carrier was problem-shoving rather than problem-solving. Telling a customer to 'Contact USPS' rather than taking control of the situation and working with the customer to have a prompt positive resolution. The problem got shoved to me. They might as well had said “Don't contact us again about this”.

As a customer, my experience doesn't end when the label gets printed; my experience doesn’t end at the loading dock; it ends when the product is in my hands and I’m happy with it.

So to me, the dismissive response was when the business treats the customer concern as a transaction they’ve already 'finished' with.
They fulfilled the order, so in their mind, they are "done." But for me, the experience is still "in progress" because I don't have my items and emails go days without being answered.

And No, they don’t need to wait for the carrier to say it’s lost or can’t be delivered. I have had many companies send a new shipment out and tell you to return the other one if and when it finally arrives. That’s being proactive and keeping your customer base happy rather than allowing the shipping to be the downturn of the customer experience.

Hope that explanation helps you Kawasaki .

 

[C2_Reef]

A dismissive response is one that redirects instead of researches… Being redirected to the carrier was problem-shoving rather than problem-solving. Telling a customer to 'Contact USPS' rather than taking control of the situation and working with the customer to have a prompt positive resolution. The problem got shoved to me. They might as well had said “Don't contact us again about this”.

As a customer, my experience doesn't end when the label gets printed; my experience doesn’t end at the loading dock; it ends when the product is in my hands and I’m happy with it.

So to me, the dismissive response was when the business treats the customer concern as a transaction they’ve already 'finished' with.
They fulfilled the order, so in their mind, they are "done." But for me, the experience is still "in progress" because I don't have my items and emails go days without being answered.

And No, they don’t need to wait for the carrier to say it’s lost or can’t be delivered. I have had many companies send a new shipment out and tell you to return the other one if and when it finally arrives. That’s being proactive and keeping your customer base happy rather than allowing the shipping to be the downturn of the customer experience.

Hope that explanation helps you Kawasaki .

Sorry it autocorrected your name at the end Kasasah.

 

[Kasasah]

I've always contacted the carrier if there was a problem with them. Not the seller. I thought that was the normal way about it. Seller can't do anything more than you can.

 

[putsumranchonit]

I’m not sure what PNW does, but I’m on their side. If they provided a tracking number after purchase and the order is stuck somewhere in transit, that’s on the shipping company. It’s not like PNW can magically deliver your package. Be patient man. Don’t be “that” guy.

 

[slingfox]

I've always contacted the carrier if there was a problem with them. Not the seller. I thought that was the normal way about it. Seller can't do anything more than you can.

Both seller and the customer can contact the carrier. I have had sellers do that several times when delivery was delayed. That is good customer service. My last two coral orders got delayed. Both times the seller (two different vendors) also reached out to the carrier. The first incidence they got the box rerouted back to seller to avoid further weather issues (that is not something I could have done), and the second time they got an update that the package would be one day late and there was nothing that could be done other than hope for the best.

Both sides trying to figure out what is going on is the best approach.

Note also that in this circumstance, under the UCC, seller retains title to goods during transit so seller bears any risk of loss,. No reason why this should only be the customer’s responsibility to figure out why a package is delayed by over two weeks. Until the package arrives at the customer’s location, it is seller’s property so seller should bear at least some responsibility since they still own the goods!

The drama could likely have been avoided if PNW was willing to actually help rather than just point fingers at the carrier. That’s all I see in the response above: “USPS had a shipping delay, that wasn't us.” No explanation that PNW tried to help in any way—despite the very long 17+ day delay.

 

[Kasasah]

The reason why doesn't really matter. The seller is going to get told the same information as the buyer. The only difference is that the seller can open an insurance claim if it's lost. I've worked on the shipping industry. If the package is still in transit and not considered lost by the carrier, their hands are tied. Does it suck? Yes. But things bought online sometimes require extra patience. It was shipped out the next day. Not much more you can ask for after that from the seller unless the package gets lost by the carrier...

Both seller and the customer can contact the carrier. I have had sellers do that several times when delivery was delayed. That is good customer service. My last two coral orders got delayed. Both times the seller (two different vendors) also reached out to the carrier. The first incidence they got the box rerouted back to seller to avoid further weather issues (that is not something I could have done), and the second time they got an update that the package would be one day late and there was nothing that could be done other than hope for the best.

Both sides trying to figure out what is going on is the best approach.

Note also that in this circumstance, under the UCC, seller retains title to goods during transit so seller bears any risk of loss,. No reason why this should only be the customer’s responsibility to figure out why a package is delayed by over two weeks. Until the package arrives at the customer’s location, it is seller’s property so seller should bear at least some responsibility since they still own the goods!

The drama could likely have been avoided if PNW was willing to actually help rather than just point fingers at the carrier. That’s all I see in the response above: “USPS had a shipping delay, that wasn't us.” No explanation that PNW tried to help in any way—despite the very long 17+ day delay.

The reason why doesn't really matter. The seller is going to get told the same information as the buyer. The only difference is that the seller can open an insurance claim if it's lost. I've worked on the shipping industry. If the package is still in transit and not considered lost by the carrier, their hands are tied. Does it suck? Yes. But things bought online sometimes require extra patience. It was shipped out the next day. Not much more you can ask for after that from the seller unless the package gets lost by the carrier... The circumstances that you ran into were different. It was live animals and they most likely never even left the ground. So they were able to get them back. I HIGHLY doubt the routed them back any further than that.

 

[CCK_8814]

Unless it shows up damaged or truly becomes lost within the USPS system I don’t know what else PNW could have done. It sucks waiting on things I get it I had one of my sons Christmas gifts get lost from late November all the way till January and aside from waiting there literally wasn’t anything else I could do. Sometimes USPS lets you open a missing mail request but that’s about it. I’m sure if it were actually lost or if it showed up damaged PNW would make it right but aside from waiting it out there’s not much they can do.

 

[slingfox]

Unless it shows up damaged or truly becomes lost within the USPS system I don’t know what else PNW could have done. It sucks waiting on things I get it I had one of my sons Christmas gifts get lost from late November all the way till January and aside from waiting there literally wasn’t anything else I could do. Sometimes USPS lets you open a missing mail request but that’s about it. I’m sure if it were actually lost or if it showed up damaged PNW would make it right but aside from waiting it out there’s not much they can do.

This is not true. With USPS, the seller can initiate a lost package investigation once it has gone 14 days without a scan by a human or a machine. Due to how the days are counted the official waiting period to initiate a lost package claim is 15 days. Once USPS does an investigation, and the package is deemed as lost, it is the seller who needs to provide documentation to get reimbursed. During that time seller can ship a replacement or refund the buyer.

Here, if the package has been delayed for 17 days the seller should not just be sitting around telling the customer to go talk to USPS. Seller should actually try to help.

This is not a situation where the package has been delayed only 1-2 days. The packaged is delayed for two and a half weeks. It is not unreasonable for the customer to expect some basic amount of help and customer service other than “hey it’s not our fault, go talk to USPS and leave us alone.”

 

[Kasasah]

This is not true. With USPS, the seller can initiate a lost package investigation once it has gone 14 days without a scan by a human or a machine. Due to how the days are counted the official waiting period to initiate a lost package claim is 15 days. Once USPS does an investigation, and the package is deemed as lost, it is the seller who needs to provide documentation to get reimbursed. During that time seller can ship a replacement or refund the buyer.

Here, if the package has been delayed for 17 days the seller should not just be sitting around telling the customer to go talk to USPS. Seller should actually try to help.

This is not a situation where the package has been delayed only 1-2 days. The packaged is delayed for two and a half weeks. It is not unreasonable for the customer to expect some basic amount of help and customer service other than “hey it’s not our fault, go talk to USPS and leave us alone.”

Putting quotations on words like they were what was said is kind of weird. That's not how quotations work. They are to represent what was actually said. Not whatever you decide you think what was said. It's not unreasonable to give it a little extra time to work through the system if something is delayed.

You also don't know if it wasn't scanned by a human or a machine in a 14 day period. You're making a lot of assumptions based on very little specifics. Just because it's been delayed, doesn't mean any of the other stuff you have said applies. Again, purely assumption. This isn't BRS with a dedicated customer service line. It's a small business. Details matter, and throwing in assuming accusations isn't going to get anyone anywhere.

 

[Randy Holmes-Farley Verified Community Expert]

I'm going to move this to feedback. It's no longer appropriate for the main forum.