- Joined
- Dec 24, 2017
- Messages
- 165
- Reaction score
- 133
Has anyone else noticed a downturn recently with @Bulk Reef Supply? I've been hearing numerous negative customer experiences over the past month or two in various groups and didn't believe it until now. I ordered a nori clip and some Hanna dKH reagent last Monday from them. I opted to pay extra for shipping instead of the free option as my order was over $20 to ensure it arrived by last Thursday via UPS. Needless to say, no order came. I checked tracking on Friday and it still showed as "order processed: ready for UPS". So I reached out to BRS customer service via email that morning as the live chat was unavailable. After getting no response through this morning, I decided to go back on and live chat with Chad. He "generously" said he'd get out a new order for me today without so much as an apology for BRS dropping the ball. He said it might still arrive but he'd send a new one. I highly doubt that as UPS was at my house with other items both Thursday and Friday as well as the tracking still showing "ready for UPS". I had to proactively suggest some good customer service offerings: either refund the shipping fee I optionally paid as I could've taken the free shipping route and/or give me BRS credit for my order amount as a sign of customer goodwill to keep me coming back in the future. Ideally both to keep me a well-satisfied customer. He agreed to refund my shipping fee, something he should've done without my asking and what's honestly the bare minimum expectation when your company drops the ball. After the thousands of dollars I've spent at BRS and plan to spend in the future, I'd expect a bit more from them than what I got today. Between others' negative experiences recently, my own experience now as well as their recent elimination of free shipping under $20 (not like I use that often but still nice to have when you just need something small), I'm starting to think I may have to look elsewhere for my reefing purchases. I'd hate to do so as BRS has always treated me well in the past, but this is not the kind of service I've grown accustomed to with them. In this day and age with customer service being the prime differentiator due to such close price competition, that's really where you have to shine to stay on top of the competition. Anything to say in your defense @Bulk Reef Supply? I feel pretty let down.
Sincerely,
A disappointed customer : (
Sincerely,
A disappointed customer : (