No reply from customer service email

[MartyF]

I have been sending emails for over a week with no reply about the poor quality of the light hanging bracket I ordered. I have been emailing [email protected]. The brackets are welded very crooked and makes my led fixture look terrible hanging over my tank

 

[Uwdanno]

good luck......

 

[MOPAR]

Ya they tend to have poor customer service, but I did have a positive experience with them. My tank was damaged upon arrival very minor damage at that and the sump had a small piece of glass left under a baffle that I assume is used during the silicone process then normally removed. Long story short after a few weeks (should have tanken a couple days) of pestering they sent a new tank and sump that were in great condition. Keep pestering them and I would hope they replace the braket. They have really gone down hill it's a shame.

 

[Reduck]

Hey Marty

Glad you sent me a message. I haven't logged into this account this week. I can definitely try to assist you. can you PM me your phone # and I can have one of our techs call you right away.

CAD Help desk (monitored daily)
We set up a expedited help desk on our forum www.cadlights.com/forum and for all customer assistance, service, warranty, technical questions, set up etc. or just general questions, you can directly go there to ask.

We monitor the Help desk every day.

Thanks
Scott

Your forum was hacked. Just looked to see if I got a response to my post and your page has been hijacked. I also sent an email yesterday and got no response.

 

[MartyF]

Your forum was hacked. Just looked to see if I got a response to my post and your page has been hijacked. I also sent an email yesterday and got no response.

Who's forum was hacked? Who's page has been hijacked? Are you also having trouble with CADlights?

 

[Reduck]

Who's forum was hacked? Who's page has been hijacked? Are you also having trouble with CADlights?

Looked like cads website was hacked an hour or so ago when I posted. It's offline now with a maintenance statement, but their support forum is still showing signs of a hostile takeover. I had posted to their corporate support forum the other day and got no response. Also sent an email and got no response.

 

[MartyF]

Hey Marty

Glad you sent me a message. I haven't logged into this account this week. I can definitely try to assist you. can you PM me your phone # and I can have one of our techs call you right away.

CAD Help desk (monitored daily)
We set up a expedited help desk on our forum www.cadlights.com/forum and for all customer assistance, service, warranty, technical questions, set up etc. or just general questions, you can directly go there to ask.

We monitor the Help desk every day.

Thanks
Scott

Hi Scott, please email me at: [email protected]. Thanks

 

[CustomerServiceCadLights]

Hi Marty! I'm Jason! I have tried calling and e-mailing but I'm getting an auto-response message from your email each time I send. May I please have an alternate contact email or telephone number to reach you at? Please message me.

Sincerely,
Jason

 

[Reduck]

Luckily our web dept. did an awesome job and root out the problem then took care of it right away.

Hey Reduck. checked our message logs and see you are being assisted by Jason. send me a message and update me to let me know if everything went ok.

Thanks
Scott

Scott, Jason took care of me today. Thank you.

 

[Berlibee]

Hello guys, I've sent you an e-mail to sales@ and three messages at PayPal already. I need your assistance and I've explained my situation. I would like to see some communication please.

 

[Reduck]

Hello guys, I've sent you an e-mail to sales@ and three messages at PayPal already. I need your assistance and I've explained my situation. I would like to see some communication please.

They are having network and comm issues for sure. Keep calling and try to speak to someone rather than emailing.

 

[Berlibee]

Yes, I can see this. I will thank you.

 

[Berlibee]

I'm sorry guys but this is crap. Ordered 16th November trying to get my money back already for more than a month.
December 1st received this from you: Please expect 3-5 days for transaction to be completed.
December 14th sent you a message again, we're 27th today still nothing and no answer from you ...

Please I want my money back for the order that I canceled.
Thank you very much.

 

[Bob Tiffany]

I can't get them to reply to email either, their customer service sucks!

 

[Bob Tiffany]

Yup, still no response from these guys, don't know if this is ever getting fixed...

 

[Bob Tiffany]

I got a call from Weyland today, and he's getting things taken care of for me. He's addressing the issues I had with the tank and getting a new one shipped out to me in a couple days. He was very apologetic for the lack of updates and was very helpful, so feeling much better about this!

 

[Berlibee]

It's weird, these guys are really nice in my opinion. I don't know why they've so much problems with customers support. :)

 

[filbie70]

The owners at Cadlights are horrible people to work with. I just finished a dispute through Paypal where they tried to convince me that the 150g tank they shipped me was 165g. The physical dimensions are a pretty good test for this theory. I had to get a third party appraisal to prove it was only a 150g. Unfortunately, Paypal only protects you if you ship the complete item back to them. Which unfortunately, the $350 freight cost is at your expense. I was told that the old 150g they use to sell cost the same to them as the 165g and they must have shipped me the wrong one. But since their cost was the same there wasn't anything they would do. The components they provide are low quality. They claim to use Sapphire glass and it isn't. The plumbing is too soft and the threads strip on the bulk heads. They have pictures of the return pump that aren't the actual pump. The dimensions of the sump and ATO calculate at a lower volume vs advertised. It took 3 months to get resolution. They don't return phone calls or emails to support. If it wasn't for them ignoring Paypal's emails, which all i wanted was to ship the low quality return pump and ATO back for a refund and the difference between their direct price and one of their retailers to cover the difference in size, I likely would not have won the dispute without being out the cost of shipping.

 

[Uwdanno]

Wow.

The owners at Cadlights are horrible people to work with. I just finished a dispute through Paypal where they tried to convince me that the 150g tank they shipped me was 165g. The physical dimensions are a pretty good test for this theory. I had to get a third party appraisal to prove it was only a 150g. Unfortunately, Paypal only protects you if you ship the complete item back to them. Which unfortunately, the $350 freight cost is at your expense. I was told that the old 150g they use to sell cost the same to them as the 165g and they must have shipped me the wrong one. But since their cost was the same there wasn't anything they would do. The components they provide are low quality. They claim to use Sapphire glass and it isn't. The plumbing is too soft and the threads strip on the bulk heads. They have pictures of the return pump that aren't the actual pump. The dimensions of the sump and ATO calculate at a lower volume vs advertised. It took 3 months to get resolution. They don't return phone calls or emails to support. If it wasn't for them ignoring Paypal's emails, which all i wanted was to ship the low quality return pump and ATO back for a refund and the difference between their direct price and one of their retailers to cover the difference in size, I likely would not have won the dispute without being out the cost of shipping.

Wow.... Just wow.

I've heard several stories very similar to this. There is zero chance I'd buy a large tank from CADlights. They have absolutely no intentions of backing their product.