I was sent the wrong item. Please help!

[sabor]

Hello,

I wanted to voice my disappointment and concern about an order I had placed with BRS on black friday, I bought everything possible on BRS in preparation for my tank build in my new construction house. I just recently finish my tank build 2 months ago and finally had a chance to open most of the things that was purchased as I go through the phases of building my tank. To my surprise, one of the things I received was something other than the actual order I had place. It was a big ticket item and CS will not help me due to the order being almost a year ago. I am shocked and in disbelief at the assistance I received as I am a loyal BRS shopper and have spent more than enough of my hard earn money with you guys. This has gotten me really stressed and it feels like I was wrong to put my trust with the BRS team. I am hoping someone on this boards can please help me resolve this.

 

[sabor]

I did fully explained the situation and I saw how the mistake could have occurred. The product I received was 35 lbs of something else. The CS told me I should have checked the item and although that is true, it was just REALLY REALLY hectic at the apartment I was living at since I decided to order everything (not just aquarium stuff) during black friday for my new house and started stacking everything in the apartment. When the orders came in, I looked at the sticker outside of the box as it shows what it was for so I thought that should have been okay, but I was definitely not expecting something else inside the box.

 

[Crabs McJones]

Reminder;

This thread is in vendor feedback. Outside comments are not permitted with exception to linking to a feedback thread in regards to the same vendor @Bulk Reef Supply

Thank you,

Crabs

 

[sabor]

How do I get in contact with Randy about my concern? @randyBRS

 

[randyBRS]

How do I get in contact with Randy about my concern? @randyBRS

Hey there, I can definitely understand your frustration with having the wrong product sent to you and I'm sorry that you ran into that issue. Since I'm personally I'm pretty far detached from the ordering and order resolution process, let me run over to our CS team and @Bulk Reef Supply social manager to see if they can better explain what's happening here. I don't doubt that both of those teams together will be able to find a resolution that you'll walk away happy with! :)

 

[sabor]

Hey there, I can definitely understand your frustration with having the wrong product sent to you and I'm sorry that you ran into that issue. Since I'm personally I'm pretty far detached from the ordering and order resolution process, let me run over to our CS team and @Bulk Reef Supply social manager to see if they can better explain what's happening here. I don't doubt that both of those teams together will be able to find a resolution that you'll walk away happy with! :)

That is awesome to hear! As I explained before my post was deleted, I purchase from you guys because you are a trusted company and offering the 365 day returns for credits if needed (which I am still within the timeframe). I just did not expect to get a different item. Hope to hear some good news. Thank you! @Bulk Reef Supply

 

[Bulk Reef Supply]

@sabor Thanks for reaching out to us about this.I just spoke to our CS lead, Jason to get this sorted out, and he is getting an order together for the correct product right now . This should ship out to you immediately. I apologize about the initial frustration, and appreciate the chance to get this resolved for you!

-Zack@BRS

 

[sabor]

Thank you BRS. You guys are awesome and that is the main reason why I purchase 99% of all my reefing needs on BRS. I will be sure to check all my orders from now on. Lesson learned. Thank you X infinity for making this an easy process. @randyBRS @Bulk Reef Supply