I"ll start this by saying the lid I received is very nice and fits my tank well. With that said pretty much everything else about the process was subpar at best. I placed the order January 23 and the lid was delivered April 8th, with the back and forth on the design piece this is within their estimated production timelines.
My major complaint is that I received a lid that was unusable. This is a lid for a red sea max s 500. its a eurobraced tank with no bracing in the back for the lid to rest on. Part way through the production process I recieved the text below.
I was fine with this and assumed the necessary design considerations would take place considering any center support no longer exists.
On April 8th the lid arrived. When placed on the tank this is what it looked like.
It's a little hard to see with the blue light, but the lid halves are sagging into the water and the edges are lifting off.
After some back and forth I was told there were additional clips and bar that should have been included with my order. I asked for the stl files to print myself but that request was denied. I've now been told it will take a month to get me the necessary pieces. I went ahead and designed the necessary supports (much better design then they are using in my opinion) and printed everything in about 5 hours. I find it pretty unacceptable to take a month to print pre-designed 3d printed parts, to me this shows there is no expediency in resolving my issue. There was also no apology or acknowledgment they messed up. This was my last text exchange with them 10 days ago. For a $500 custom lid the customer support is really poor, for that reason I cant recommend anyone buy a lid from them.
My major complaint is that I received a lid that was unusable. This is a lid for a red sea max s 500. its a eurobraced tank with no bracing in the back for the lid to rest on. Part way through the production process I recieved the text below.
I was fine with this and assumed the necessary design considerations would take place considering any center support no longer exists.
On April 8th the lid arrived. When placed on the tank this is what it looked like.
It's a little hard to see with the blue light, but the lid halves are sagging into the water and the edges are lifting off.
After some back and forth I was told there were additional clips and bar that should have been included with my order. I asked for the stl files to print myself but that request was denied. I've now been told it will take a month to get me the necessary pieces. I went ahead and designed the necessary supports (much better design then they are using in my opinion) and printed everything in about 5 hours. I find it pretty unacceptable to take a month to print pre-designed 3d printed parts, to me this shows there is no expediency in resolving my issue. There was also no apology or acknowledgment they messed up. This was my last text exchange with them 10 days ago. For a $500 custom lid the customer support is really poor, for that reason I cant recommend anyone buy a lid from them.
