Disappointing customer service

[bfliflet]

A week after ordering some new Coral Box pumps from Reef Breeder's Amazon e-store front affiliate USA Light Distributors I received them and was pretty bummed to find out they shipped the QP-9s vs QP-16s which I had ordered. Upon contacting them, they said they'd ship the correct ones out once they received the original ones. This is effectively a 2 week delay. :(:( After contacting them, they indicated they'd ship replacements for a 200$ PayPal deposit. And I all got was an "I'm sorry" for all this hassle. what the heck. I know I won't be ordering from them again. Maybe we've gotten too spoiled by Amazon Prime's instant gratification but there's a reason Amazon's killing it compared to brick-and-mortar stores.

 

[Reef Breeders]

Hi Michele,

Please send me a photo of the QP-9 pumps you received, and I will send out the correct pumps via 3 day priority mail right away.

I apologize for being overly cautious- as a seller I have little to no control over the return process through Amazon. I though a deposit would be a fair compromise- it is covered by paypal buyer protection and doesn't even cover my cost on the pumps.

I normally give forum members and direct customers more leeway. I have been stuck with the bill before on Amazon and eBay so I usually request a bit more for insurance on my end when sending a replacement product without getting the original shipment back first.

 

[Reef Breeders]

My direct email is [email protected], please send the photo there.

 

[bfliflet]

Thanks Logan. I appreciate the offer. That's a lot more courtesy than I was getting via Amazon's brokered email. The pumps are already in flight. I didn't want to miss the cutoff to ship them back. And fwiw, I wasn't offered the deposit to accelerate return shipment until I requested it let alone any accelerated return shipment. Sadly, Amazon's email filter prevented adequate communication to send you a deposit. I recognize the business side of your perspective (being left out out dry) but as a customer, through not fault of my own, I get stiffed. Looking forward to getting the correct pumps. Best regards.

 

[bfliflet]

I want to thank you for expediting return shipment of my pumps. I was pleasantly surprised when they arrived today. Kudos to you and the ReefBreeders team!