How a dream becomes a nightmare

[Vinman]

I am so frustrated. I have always had a dream of building my own reef tank. After years of dreaming I finally decided to do it. I spent months reading and watching videos. I learned all I could and started making plans. I started making lists of the items I would need and revised it again and again. I finally decided on a 120 gallon DT. I bought an Apex, a protien skimmer, a sump, the supplies and tools to build a custom stand, a couple of reactors, and an overflow box. I wanted to have a display fuge as well and I found a great deal on a small 30 gallon AIO and ordered it. Instead of the tank I received a huge protein skimmer. This was on a Friday. I immediately called customer service and told them what happened. I live in a small town miles an hours away from the nearest LFS. As I explained the situation to the CS agent he said sorry and that he would send out the correct item asap and that UPS would simply pick up the wrong package when they dropped off the correct one. I was happy and they were happy. Late Monday afternoon I had to call them back since I hadn't gotten an email nor had he called me back. They never heard of the problem. They said they were not able to send the correct item until I send back the wrong one. It will cost me money to have UPS pick up a package at my house. Or I have to pay someone to come and take it to the nearest UPS store. Now the great deal I got on the tank is no longer even a good deal. Why do I have to pay money out of my own pocket to fix someone else's mistake? I learned a very valuble and costly lesson. My dream of a reef tank will not happen and now I am stuck with over two grand in reefing items.

Are you friendly with your UPS guy I know I would do anything for my customers that I'm friendly with all you have to do is tape up the box and the driver could enter the boxes refused didn't order and then it'll go back to the shipper sometimes it pays to be nice to the UPS guy just one angle you can go at it

 

[Alvaro_Spain]

20$ is peanuts in this hobby. To be honest if you had paid them, even though it wasn´t your fault, you´d already have your tank and be more happy.
I´m sorry if it sounds hard, but you could have avoided all this fustration by paying 20 bucks. Most people would dream their problems be resolved that easily

 

[SMSREEF]

I deal with much bigger issues everyday in my job. I have had to save peoples lives. I was a 911 dispatcher while also managing the front desk at a 245 room hotel. Don't think for a second I am not able to deal with emergencies. I deal with life threatening emergencies on a regular basis. I mountain bike 50 plus miles into remote country. Bikes break down. Only myself to get out. Myself is not the problem. I have to rely on online to companies because of my unique situation and if the service is poor, I have to look at other things.

When you deal with bigger issues, you understand what an emergency is.
This is not a 911 emergency. It’s a basic screw up that happens every day.
Breathe and regroup. You can and will overcome this.

 

[blitzkragz]

When you deal with bigger issues, you understand what an emergency is.
This is not a 911 emergency. It’s a basic screw up that happens every day.
Breathe and regroup. You can and will overcome this.

Agree. To me this thread has a clickbait/overlydramatic title for what really boils down to $20 or a drive/bike to the closest UPS store. A real nightmare is a leak in your tank and you wake up to 250 gallons of water on your livingroom floor with a bunch of dead livestock.

 

[Ippyroy]

20$ is peanuts in this hobby. To be honest if you had paid them, even though it wasn´t your fault, you´d already have your tank and be more happy.
I´m sorry if it sounds hard, but you could have avoided all this fustration by paying 20 bucks. Most people would dream their problems be resolved that easily

It's not about the money. Never was. It is the principal of the matter. Money is so unimportant to me. It comes and goes. I will always make more. I work in the service industry. 20 plus years. I have made huge mistakes. I wasn't even in a rush for the tank. But I want to valued as a person. That is what customer service. When someone is upset you help them out. I had guest check in. They had booked a tour into the park on the wrong day and their mother had passed away that morning. Nothing to do with me. I showed empathy, because I have had vacations go wrong, and I upgraded her room free of charge. She is now a customer for life and she loves me.
I had a guest mistake the date for Thanksgiving and booked the wrong dates. We charged her when she didn't show up. She contacted me to book on the correct dates. I did it and moved the money to her new reservation. Once again, not my fault, but I showed empathy because I have done the exact same thing. She is now a customer for life and brought me a very nice gift.
I can give countless examples of what I do that I consider to be good customer service. The company in question did nothing of the sort. In fact they never did anything about me having to contact them twice to try and return a 1300 dollar item I never asked for. They didn't acknowledge that they messed up at all. All they said was mistakes happen. All I wanted was a sincere apology and a little empathy. Those are the cornerstones of customer service.

 

[Ippyroy]

Are you friendly with your UPS guy I know I would do anything for my customers that I'm friendly with all you have to do is tape up the box and the driver could enter the boxes refused didn't order and then it'll go back to the shipper sometimes it pays to be nice to the UPS guy just one angle you can go at it

I get along great with him. On first name basis. He shows up at my house after I am at work though. Scared to leave such an expensive item on the porch. Someone cut my lock and stole my Very nice road bike from there earlier this year. Everyone should be nice to the delivery guy. Its amazing what they will do for you.

 

[Ippyroy]

Well they did try. UPS came by to pick it up. Four hours after I had already dropped it off. I’ll own up to that one. But still a dollar short and a day late.

 

[Manny Tavan]

This hobby is full of hurdle. You’ll learn that this is just a small issue compared to what’s to come

 

[Ippyroy]

That is why I wanted to do it. I need a challenging hobby. I trust myself completely. The fact that I also need to rely on other people to be successful is hard for me. Everything I do in life I am happy and excited to share. But when I ask for help and don’t receive it I get upset. I had to ask the same people three times. Remember the whole fool me once thing. My trust in that company is done. Unfortunately I don’t think they can get it back nor do they care to. If they can’t help in a satisfactory way on such a small and simple issue, what will happen when it is complicated?

 

[erk]

I'm confused. You said you ordered a 30 gallon AIO and got a $1300 skimmer? Did I misinterpret the post?

Either way, this reaction is way overboard. Wait till you get a salt batch that is off. Or you get a brown coral instead of that bright neon orange blue Dr Seuss coral. Or...

This hobby is just one disappointing moment after another if that is all you focus on. Heck, I've had to deal with coral dying for an entire year while I try to get things back on track. The entire second year of my tank running has been nothing but one catastrophe after another. It's OK though. I prefer to focus on the small successes I've had. I'm learning new things and keeping on. I have flourishing gorgonians and soft corals. The hard corals are dying slower and slower with some showing tiny signs of growth.

The point is, focus on all the cool new gear you got and how it will go into creating a nice tank while you deal with the one wrong item. You'll be in this hobby longer if you take that approach.

 

[Ippyroy]

I'm confused. You said you ordered a 30 gallon AIO and got a $1300 skimmer? Did I misinterpret the post?

Either way, this reaction is way overboard. Wait till you get a salt batch that is off. Or you get a brown coral instead of that bright neon orange blue Dr Seuss coral. Or...

This hobby is just one disappointing moment after another if that is all you focus on. Heck, I've had to deal with coral dying for an entire year while I try to get things back on track. The entire second year of my tank running has been nothing but one catastrophe after another. It's OK though. I prefer to focus on the small successes I've had. I'm learning new things and keeping on. I have flourishing gorgonians and soft corals. The hard corals are dying slower and slower with some showing tiny signs of growth.

The point is, focus on all the cool new gear you got and how it will go into creating a nice tank while you deal with the one wrong item. You'll be in this hobby longer if you take that approach
I agree. But that is not the issue. The issue is that the company that is known for great customer service came across to me as completely lacking. I had to ask them three times to fix the issue. I would be fired if my manager had to me three times to do one simple thing. What happens when your kids don’t take a bath after you asked once? Twice? Do you ever have to ask them a third time?

 

[Hermie]

It's not about the money. Never was. It is the principal of the matter. Money is so unimportant to me. It comes and goes. I will always make more. I work in the service industry. 20 plus years. I have made huge mistakes. I wasn't even in a rush for the tank. But I want to valued as a person. That is what customer service. When someone is upset you help them out. I had guest check in. They had booked a tour into the park on the wrong day and their mother had passed away that morning. Nothing to do with me. I showed empathy, because I have had vacations go wrong, and I upgraded her room free of charge. She is now a customer for life and she loves me.
I had a guest mistake the date for Thanksgiving and booked the wrong dates. We charged her when she didn't show up. She contacted me to book on the correct dates. I did it and moved the money to her new reservation. Once again, not my fault, but I showed empathy because I have done the exact same thing. She is now a customer for life and brought me a very nice gift.
I can give countless examples of what I do that I consider to be good customer service. The company in question did nothing of the sort. In fact they never did anything about me having to contact them twice to try and return a 1300 dollar item I never asked for. They didn't acknowledge that they messed up at all. All they said was mistakes happen. All I wanted was a sincere apology and a little empathy. Those are the cornerstones of customer service.

This is an interesting point. And what I'd say, just for thought, is that many reefers jump into and jump out of the hobby within the first couple years, from what I understand. So what that means... is that on the whole, reefer customers often don't become customers for life. I mean to say that there are some good companies, but there are many that realize that reefer hobbyists will have tank crashes or wipeouts and probably will give up the hobby. I know that's a cynical take, but I'm just speaking on the majority of customers, not the many that do become lifelong hobbyists.

 

[erk]

I agree. But that is not the issue. The issue is that the company that is known for great customer service came across to me as completely lacking. I had to ask them three times to fix the issue. I would be fired if my manager had to me three times to do one simple thing. What happens when your kids don’t take a bath after you asked once? Twice? Do you ever have to ask them a third time?

So maybe I'm missing something, but they said to return the $1300 skimmer and they would then send you your tank. You unfortunately have to pay shipping, but as you said above, money isn't that big of a deal. Seems to me they gave you the condition of rectifying the situation and, to me, it seems pretty fair. If I was the company, I wouldn't want to send the tank and then be out a tank and $1300 skimmer. Not sure where the asking multiple times comes from unless that is the whole you want them to pay the shipping. They are the one in the tight spot here. You could issue a charge back on the CC saying you didn't receive the item you ordered. Then you get a $1300 skimmer for free.

I'll be honest, you seem like a pretty difficult person to deal with so far. All these demands when it was an honest mix-up and the company is willing to meet you in the middle to fix things. If I was the company, I don't think I'd want to do business with you either. A bit of a liability, imo.

 

[Ippyroy]

So maybe I'm missing something, but they said to return the $1300 skimmer and they would then send you your tank. You unfortunately have to pay shipping, but as you said above, money isn't that big of a deal. Seems to me they gave you the condition of rectifying the situation and, to me, it seems pretty fair. If I was the company, I wouldn't want to send the tank and then be out a tank and $1300 skimmer. Not sure where the asking multiple times comes from unless that is the whole you want them to pay the shipping. They are the one in the tight spot here. You could issue a charge back on the CC saying you didn't receive the item you ordered. Then you get a $1300 skimmer for free.

I'll be honest, you seem like a pretty difficult person to deal with so far. All these demands when it was an honest mix-up and the company is willing to meet you in the middle to fix things. If I was the company, I don't think I'd want to do business with you either. A bit of a liability, imo.

I was the one that called them and let them know that a mistake was made. They had no clue. The first person said ok we will take care of it. That was on a Friday. On Monday I hadn’t heard back so I called again. They said they didn’t know anything about it. I had two chances to keep the wrong item that was worth much more than the item I originally ordered. I contacted them immediately when I found out about the mistake. I was joking about it. It was a simple mistake. No big deal. The second call was a little frustrating because I was being honest and trying to resolve the issue. She said they would set it up to have it picked up at my house. That was not the case. I was having to pay for that after they had told me twice that it would be taken care of. I was honest and forthcoming from the beginning with them. I didn’t ask for anything other than to have it picked up at my house. It is below freezing and the UPS store is over a mile away and it is snowing. They agreed to do that. Then they didn’t do it. Twice. After the third time I just did it myself. If I am being difficult then

 

[flsalty]

Hmmmm...BRS took care of the problem. They even credited you the twenty bucks. Yet you still can't be satisfied. You reminded me of a girl I once dated. She was a bartender. She was hypercritical of every bartender in every place we went. Wasn't a very fun companion. You ever get those customers that refuse to be satisfied at the hotel you work at?

BTW, I do understand your living conditions. I once moved a couple to Wyoming a little east of Yellowstone. Their plan was to spent the upcoming winter in an RV. I hope they survived. Anyways, when you choose to live somewhere like that I'm sure you realize concessions have to be made for everything. After reading your responses I'm not sure how relaxing reefing will be for you.

 

[Ippyroy]

So you are saying that if someone sends you the wrong item and you contact them to get it fixed and say ok but then don’t do it it’s ok. After you ask them again and they don’t do after they said twice that they would then it’s still on you? I know there are going to be issues because of where I live. All they had to do was honor what they said they were going to do the first time and all would be good. They also could have apologized for making a second mistake for dropping the ball after the first time. Neither of those things happened. Somehow I am in the wrong for reporting the issue twice and then being upset that they lied to me twice. After the third time they finally honored what they promised to do 6 days earlier. I would be fired if I did that. But hey, I’m sorry that I get upset because someone taking my money won’t do what they said they would. My bad. I will start letting more people take advantage of me. Reefing won’t work where I live. I have accepted that and some of you guys need to learn empathy. Sorry I can’t be as great and amazing as you.

 

[Ippyroy]

I am done. I tried. I failed. I am a horrible person that can't deal with small problems. Fine.

TheOne and Sarah24 are awesome people who tried to help and encourage people. Thanks to the company for at least trying.

I'm out. BYE and good f riddance to the rest of you that would rather tell someone how they are wrong.

 

[MERKEY]

I am done. I tried. I failed. I am a horrible person that can't deal with small problems. Fine.

TheOne and Sarah24 are awesome people who tried to help and encourage people. Thanks to the company for at least trying.

I'm out. BYE and good f riddance to the rest of you that would rather tell someone how they are wrong.

Hey man I'm sorry you had this experience.

I saw your other posts and sent you a PM

 

[Greg P]

Sorry to hear about your problems.
Hopefully you'll get over it and just move on.
It's not the end of the world bud.

Start a build thread when you get your tank and leave this thread behind.

 

[LegendaryCG]

Well if you’re not having fun no sense in trying to force something. This hobby ain’t for everyone. Sounds like it is making your life miserable, sorry.