BulkReefSupply.com

On June 21, 2017, Dale [redacted] purchased a Neptune Apex Controller system from BRS BRS will replace this product within days if it arrives non-functional due to manufacturer defects We will accept it as a return for days from purchase if new and unused Once it has been used, it is warranted by the manufacturer The details of our return policy are located on our website: https://www.bulkreefsupply.com/returns/Mr [redacted] contacted us via email on November 24th letting us know that he was having trouble calibrating his controller We provided him with the contact information for the manufacturer, Neptune He emailed BRS again on January 8th, and included an email message from Neptune to him which described that Neptune had tested his unit and found it to be working as expected, provided steps for manual calibration and offered to schedule a call to help him with calibration We also offered to schedule a call with one of our product experts to help him He has not accepted our offer to assist him in this manner We’re sorry that he is having trouble with his controller; however, we won’t accept it as a return and refund it to him as it has been used We have provided him with the manufacturer contact information and our offer stands to schedule time with him to walk through calibrating his device

Hi ***, Due to the misunderstanding regarding our return policies we’ve put a check in the mail for the value of $refunding you for your costThe check should arrive within a few daysPlease understand that this is a onetime courtesy and we trust that, going forward, you understand our return policies and will consider them should you continue shopping with usThank you for your patience and have an excellent weekend-BRS

Hey ***,On behalf of myself and the rest of the team here at BRS we sincerely apologize for any confusion and frustration that resulted from the issue pertaining to defective Tbulbs. First off, I do want to clarify that our return policy is clearly stated via the following link
(http://www.bulkreefsupply.com/customer-center/customer-service/returns-replacem...⇄ Please refer to the sections titled "Unused Items" and "Nonfunctional Items and Warranties" for reference. As the items in question were purchased on 11/26/and the initial return request was on 4/14/16, these items fell nearly days outside our stated return policyThat being said, we were able to work out an arrangement with ATI that will allow you to obtain replacements for both defective bulbs at a fraction of the typical retail cost (i.e$for both bulbs). Keith at ATI emailed you via the email address *** on 4/15/to notify you of the next steps, and I also left you a voicemail at the phone number listed on your BRS account describing the next steps. We do have those bulbs set aside for you, and you can feel free to come in to pick up those up whenever it’s most convenient for you. If that doesn’t work best for you please give us a call, or send us an email so we can help resolve this issue for you. Hope you have a great rest of your week!Andy ***Customer Service ManagerMain: ###-###-####[email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Hi [redacted], Due to the misunderstanding regarding our return policies we’ve put a check in the mail for the value of $37.38 refunding you for your cost. The check should arrive within a few days. Please understand that this is a onetime courtesy and we trust that, going forward, you understand our return policies and will consider them should you continue shopping with us. Thank you for your patience and have an excellent weekend. -BRS

On June 21, 2017, Dale [redacted] purchased a Neptune Apex Controller system from BRS.  BRS will replace this product within 30 days if it arrives non-functional due to manufacturer defects.   We will accept it as a return for 365 days from purchase if new and unused.  Once it has...

been used, it is warranted by the manufacturer.  The details of our return policy are located on our website: https://www.bulkreefsupply.com/returns/. Mr. [redacted] contacted us via email on November 24th letting us know that he was having trouble calibrating his controller.  We provided him with the contact information for the manufacturer, Neptune.    He emailed BRS again on January 8th, 2018 and included an email message from Neptune to him which described that Neptune had tested his unit and found it to be working as expected, provided steps for manual calibration and offered to schedule a call to help him with calibration.  We also offered to schedule a call with one of our product experts to help him.   He has not accepted our offer to assist him in this manner.  We’re sorry that he is having trouble with his controller; however, we won’t accept it as a return and refund it to him as it has been used.   We have provided him with the manufacturer contact information and our offer stands to schedule time with him to walk through calibrating his device.