Red Sea v. Waterbox

[QuitterJr]

For anyone deciding between Red Sea and Waterbox, I would like to highlight materially different customer service that I think is important for anyone in the hobby to consider.

I work a lot (I mean a lot) and wish that I got to enjoy my tank more than I do. Imagine my despair when I go on my only vacation for the year, and on the first day I get a call about water all over my hardwood floors. I spend my first six hours of vacation with family trying to figure out what is going on. I ultimately determine through videos sent by text that the front panel on my Red Sea Reefer 170 is splitting at the front panel seams a few years after I purchased it. Water is clearly dripping from the seams at the top in videos down to the floor as my ATO continually tries to refill the tank until it runs dry.

I spend the next three hours (I am three hours behind on vacation from my home) trying to get a specialist out to see what can be done. A local reef shop comes by, confirms the seam is split and says I probably have a few hours until it bursts. The shop employee sends me videos showing the seams on both sides flexing, and he drains the tank down below the current leak to help buy me time (moving a three-year old massive, long-tentacled leather down to try to save it). The shop does not have space for my corals, fish, shrimp, or urchins, so I call a solo former employee of a reef shop to help me out. He arrives with buckets and takes everything away, including the display tank.

I ask Red Sea if there is anything that can be done. After three to four weeks of back-and-forth, me sending them the videos, the proof of purchase, and the internal label information on the overflow to show the specific code for the tank, Red Sea claims repeatedly that they cannot do anything because the videos allegedly do not show a closeup of the seam (they do) and because I allegedly did not provide the specific code for the tank (I did). I resend all of the information, and I get the same response.

I am absolutely gutted and order a Waterbox as soon as possible as a replacement for my temporarily displaced livestock. I pay full freight, wanting to get my place in line two weeks before July 4 in the United States.

I see that my Waterbox tank is now discounted as expected, over the July 4 holiday. Red Sea confirms they will not help me during that weekend, and I write to Waterbox to explain my situation and ask if they can honor the July 4 discount even though I ordered two weeks too soon. This is desperation on my part, ready to quit the hobby.

Waterbox honors the discount. Thank you to Waterbox. Beware of Red Sea.

 

[13rodo]

For anyone deciding between Red Sea and Waterbox, I would like to highlight materially different customer service that I think is important for anyone in the hobby to consider.

I work a lot (I mean a lot) and wish that I got to enjoy my tank more than I do. Imagine my despair when I go on my only vacation for the year, and on the first day I get a call about water all over my hardwood floors. I spend my first six hours of vacation with family trying to figure out what is going on. I ultimately determine through videos sent by text that the front panel on my Red Sea Reefer 170 is splitting at the front panel seams a few years after I purchased it. Water is clearly dripping from the seams at the top in videos down to the floor as my ATO continually tries to refill the tank until it runs dry.

I spend the next three hours (I am three hours behind on vacation from my home) trying to get a specialist out to see what can be done. A local reef shop comes by, confirms the seam is split and says I probably have a few hours until it bursts. The shop employee sends me videos showing the seams on both sides flexing, and he drains the tank down below the current leak to help buy me time (moving a three-year old massive, long-tentacled leather down to try to save it). The shop does not have space for my corals, fish, shrimp, or urchins, so I call a solo former employee of a reef shop to help me out. He arrives with buckets and takes everything away, including the display tank.

I ask Red Sea if there is anything that can be done. After three to four weeks of back-and-forth, me sending them the videos, the proof of purchase, and the internal label information on the overflow to show the specific code for the tank, Red Sea claims repeatedly that they cannot do anything because the videos allegedly do not show a closeup of the seam (they do) and because I allegedly did not provide the specific code for the tank (I did). I resend all of the information, and I get the same response.

I am absolutely gutted and order a Waterbox as soon as possible as a replacement for my temporarily displaced livestock. I pay full freight, wanting to get my place in line two weeks before July 4 in the United States.

I see that my Waterbox tank is now discounted as expected, over the July 4 holiday. Red Sea confirms they will not help me during that weekend, and I write to Waterbox to explain my situation and ask if they can honor the July 4 discount even though I ordered two weeks too soon. This is desperation on my part, ready to quit the hobby.

Waterbox honors the discount. Thank you to Waterbox. Beware of Red Sea.

Sadly this seems to be the norm for red sea. I’m really glad I never bought from them and after being on R2R and reading all the horror stories, I never will. I hope your new tank works out!

 

[slingfox]

I had a seam failure with RedSea and they replaced my tank without much issue. My next tank will likely be a different brand.

 

[AydenLincoln]

I love my Waterbox. There is a reason Red Sea has a bad rep and it just seems to be getting worse.

 

[smitten with ocean life]

thats really sad. so sorry

 

[winzig]

it is very sad, all the stress on the marine life

 

[kevgib67]

I upgraded to a Waterbox earlier this year and couldn’t be happier. Best of luck with the new build! I hope it goes as smooth as mine.

 

[Thrillik]

I had a seam failure with RedSea and they replaced my tank without much issue. My next tank will likely be a different brand.

Did they cover shipping costs, professional install costs, etc?

 

[slingfox]

Did they cover shipping costs, professional install costs, etc?

Yes they paid for shipping. Not realistic to expect them to pay for installation. When you buy a new aquarium from RedSea, Waterbox, Cade, etc. you are paying for the tank and need to deal with installation and setup yourself. For warranty coverage I would not expect anything different.

 

[QuitterJr]

Thanks all for the positive support. I received all of my rock and sand today. The boxes piled up at the front door were pretty funny. Equipment arrived earlier in the week. I am upgrading from a 33g display to a 136g display, so I am trying to make the best of it. However, I am anticipating that this will be a very long haul to get to what I had at 3-4 years at 33g.

 

[fish_collector]

it is very sad, all the stress on the marine life

Stress on the marine life? What about a hundred gallons of saltwater on the floor in your living room?

 

[dirtyd61]

Every local store and aquarium maintenance company I have talked to recently in my area has told me to stay away from Red Sea tanks.

 

[Raptor72]

For anyone deciding between Red Sea and Waterbox, I would like to highlight materially different customer service that I think is important for anyone in the hobby to consider.

I work a lot (I mean a lot) and wish that I got to enjoy my tank more than I do. Imagine my despair when I go on my only vacation for the year, and on the first day I get a call about water all over my hardwood floors. I spend my first six hours of vacation with family trying to figure out what is going on. I ultimately determine through videos sent by text that the front panel on my Red Sea Reefer 170 is splitting at the front panel seams a few years after I purchased it. Water is clearly dripping from the seams at the top in videos down to the floor as my ATO continually tries to refill the tank until it runs dry.

I spend the next three hours (I am three hours behind on vacation from my home) trying to get a specialist out to see what can be done. A local reef shop comes by, confirms the seam is split and says I probably have a few hours until it bursts. The shop employee sends me videos showing the seams on both sides flexing, and he drains the tank down below the current leak to help buy me time (moving a three-year old massive, long-tentacled leather down to try to save it). The shop does not have space for my corals, fish, shrimp, or urchins, so I call a solo former employee of a reef shop to help me out. He arrives with buckets and takes everything away, including the display tank.

I ask Red Sea if there is anything that can be done. After three to four weeks of back-and-forth, me sending them the videos, the proof of purchase, and the internal label information on the overflow to show the specific code for the tank, Red Sea claims repeatedly that they cannot do anything because the videos allegedly do not show a closeup of the seam (they do) and because I allegedly did not provide the specific code for the tank (I did). I resend all of the information, and I get the same response.

I am absolutely gutted and order a Waterbox as soon as possible as a replacement for my temporarily displaced livestock. I pay full freight, wanting to get my place in line two weeks before July 4 in the United States.

I see that my Waterbox tank is now discounted as expected, over the July 4 holiday. Red Sea confirms they will not help me during that weekend, and I write to Waterbox to explain my situation and ask if they can honor the July 4 discount even though I ordered two weeks too soon. This is desperation on my part, ready to quit the hobby.

Waterbox honors the discount. Thank you to Waterbox. Beware of Red Sea.

I pretty much had the same situation happen. RS tank (G1) was at the 5 yr mark and they wouldn't honor it. Long story short, my WB330 is solid and running great. I love the Euro brace and corner protectors. I don't understand how RS is still in business

 

[Aqua Ultraviolet]

@QuitterJr
That is a rough way to spend the one vacation you get all year. genuinely sorry dealing with a flood, an emergency livestock rescue, and a company that won't own a defect, all from three time zones away.
The seam splitting after a few years isn't shocking on its own bonded acrylic panels can fail with age or minor stand leveling issues. What's not okay is Red Sea sitting on clear video and matching serial info for weeks and then claiming they never got it. Twice.

Two things worth noting for anyone reading this: photograph the internal ID label on any tank before it's full of water and rock, and keep every purchase/registration doc from day one, not just after something breaks.

Really glad Waterbox stepped up on the discount. That kind of goodwill is what keeps people in this hobby. Hope the new setup and that leather settle in well.