MarineDepot.com

Customer made their purchase on Monday 08/22/and shipped out the same day as per our "Same Day Shipping" promotionThe customer contacted us on Tuesday 08/23/wanting to switch the shipping address as there was a mistake on the labelAfter looking into the matter for the customer, we determined that the order was shipped exactly to the specifications the customer made when placing the order online themselves We then informed the customer that the order was already on its way and would arrive to them by the end of the business day the following day 08/24/Our customer support team member gave the customer the option to reroute the package but also informed them that the cost of the reroute would be of similar value as the products they orderedRerouting cost are $which in this case would need to be covered by the customer since Marine Depot shipped their order according to the information provided to usUnfortunately, due to the relatively close shipping address to our warehouse, the customers order arrived within two business daysThis did not allow any time for our customer support team to reroute the package as the customer wished to doOnce the package is delivered to the requested location we are no longer able to reroute or pick upWe gave our customer the option to reroute but also felt it was necessary to inform them of that the rerouting cost would be almost the same as the cost of the purchased itemsUnfortunately, at this moment there in nothing we can further do

Revdex.com of Greater San Diego, I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The response from Marine Depot is regrettable and unacceptableAs recently as February 18th, 2015, Marine Depot offered a 2-day lead time on their website for new orders of the Neptune DOS productWhen I addressed this with [redacted] during our previously documented phone conversation he confirmed that they did not have any of these units in stock, did not have any idea when they would receive more units, and admitted the posted lead time was incorrectI took a screenshot of the 2-day lead time and have provided it as an attachment hereThis practice is considered unfair and deceptive in most states (including Florida and California)A return and refund would have been acceptable the first time had Marine Depot offered to pay for return shipping (which is simply the least they could do)As [redacted] notes in his response they are unwilling to do soA credit towards a future purchase places the onus on the consumer to enter in to another transaction with the offending businessA secondary purchase should not be required to receive relief from the unfair and deceptive trade practices that precipitated the original complaint.To be clear - Marine Depot is not disputing the fact that they offer unrealistic lead times (regardless of where the lead times are sourced)If you don't know when a product will be made available simply do not post a lead timeThey have not disputed the fact that when confronted with evidence of ongoing unfair and deceptive trade practices (2-day lead times) they agreed that the time frame provided to their current and potential customers was knowingly falseThey are not happy about being exposedThe best way to avoid this is to deal with your customers in all matters in an above the bar fashionYour actions as a business should be beyond reproachDue to Marine Depot's regrettable unwillingness to resolve this matter during the initial stage of this Revdex.com consumer complaint the only resolution I will consider at this point is my original offer of a 15% refund of the total sale priceIf Marine Depot wants to avoid running afoul of MAP pricing for this product they are more than welcome to cut a check to me out of their general account for general customer goodwill/amends Regards, [redacted]

Hello Revdex.com, Marine Depot always strives to deliver the best customer service that is within our means to all of our customersIt is always difficult to hear that one of our customers is dissatisfied with our services and always appreciate the opportunity to correct and improve any situationWe thank you for contacting us regarding complaint [redacted] As the customer stated, the order was shipped on 03/06/and arrived at the customer’s doorstep on 03/07/We did receive an email from our customer after working hours on 03/07/notifying us that his item ECOTECH MARINE VECTRA MAQUARIUM DC WATER PUMP was missing from his orderA Marine Depot associate was in contact with Manuel the following morning on 03/08/and recorded all the information about the missing itemMarine Depot apologize for the situation and started an internal investigation to attempt to confirm this informationOur customer was notified that we would get in contact with him as soon as we received an update Please note investigations like these include our warehouse personnel, customer service department and anyone necessary to obtain an accurate and quick answerAlthough our goal is to resolve and fix all issues within hours, these investigations can sometimes take up to business days to conclude Unfortunately, our offices are closed for business during the weekends so a response was not available for our customer during 03/11-03/ An email was sent to our customer on 03/13/informing him that our internal investigation had confirmed that we had shipped out the package complete and in its entiretyThis meant the weights matched in our moorder compared to the weights provided in his tracking information (Tracking # [redacted] )Our customer had confirmed that there was no damage to the package he received therefore there would be no reason to believe the item fell out of the packaging during transitWe confirmed to the customer that the only possible explanation would be that damage could have happened to the entire package and needed to be repackaged by the shipping provider, then the item was misplaced thenWe informed our customer that this is rare but can happen at timesManuel was notified that at the time that our only option would be to start a missing package investigation with the shipping carrier The shipping carrier weighs the package as it goes through transitThey would know if at any stage of the process the weight changedWe notified our customer that these investigations can take up to business days As of today 03/14/2017, one day after the investigation request had been submitted, no information or update has been provided to us We will notify our customer of the outcome of the investigation as soon as possible

Dear [redacted] of The Revdex.com,We issued a Return Merchandise Authorization (RMA) number on February 2, to [redacted] and [redacted] for the two Tunze AquaWind Aquarium Fans.Once we receive the fans, their account will be issued store credit for the purchase price.Our customer service manager already emailed the customer to notify him/her of this proposed resolution.If you have any additional questions or concerns, please do not hesitate to contact me.Sincerely yours, [redacted] MarineDepot.com714-385-

Hello *** of the Revdex.com, I am sorry to hear that the customer did not accept our sincere apologies and explanation of how we see their order on our systemI have gone ahead and contacted our teams here to investigate deeper into the matter to eliminate any doubtThey have concluded that the order was in fact received in the same form that we shipped itThere was no way that the address could have been altered by the system and we eliminated the possibility of possible human error since this order was processed and shipped automatically and without the assistance of any personnel working at Marine DepotWe apologize but at this moment we will have to stand by our initial response in that we shipped it according to the customers specifications they provided when placing their order themselves using our online store.Thank you for taking the time to look into this matterHave a great day

Dear *** *** of The Revdex.com,It pains us to hear when any customer is dissatisfied with our services and certainly appreciate you contacting us regarding Revdex.com complaint #***.As indicated in the complaint, *** *** pre-ordered two Neptune Systems DOS systems in December
2014. While we do our best to offer accurate estimated delivery dates for pre-order items, the actual delivery date is ultimately determined by the manufacturerWe list estimated delivery dates on our website's product pages as a courtesy to customers (based on the most up-to-date information we have available)Unfortunately we cannot guarantee the actual arrival or delivery date for pre-order items since they are new and not yet available.We have a pricing agreement in place with the product manufacturer which stipulates we cannot sell the DOS (or any other product from their brand) below the minimum price they setThat is why we cannot agree to the settlement sought by the customer in this in***ceAs an alternative, we offered to credit *** ***'s MarineDepot.com account $that he/she may apply toward a future purchase as an acknowledgement of the lengthy wait time and to hopefully make things rightWe also created a Return Merchandise Authorization (RMA) number, #***, so that *** may return the units for a refund if he/she prefers to do soAs long as the units are still sealed in their boxes, no restocking fees will be appliedWe did not offer to cover return shipping costs because there is evidently nothing wrong with the units, so the burden of shipping the DOS units back to us would fall upon the customer in this case.We would like to note that when customers pre-order products on our website using a credit/debit card, we do not charge the card on file until we physically have the product available to process and ship the order *** *** could have cancelled his/her order at any point between the time the order was placed and shipped if he/she felt the wait time was excessive or if he/she found the DOS available from another storeSince that did not occur, we processed and shipped the order immediately after receiving stock (on a first-come, first-serve basis).Thank you for giving us an opportunity to share what transpiredWe look forward to working with *** *** and the Revdex.com to resolve this matter as soon as possible.Sincerely yours,*** ***MarineDepot.com

Dear Revdex.com,Thank you for your messageOur initial position has not changed.*** *** knew this was a pre-orderThe “ETA Date” (ETA = estimated time of arrival) listed on the DOS product page was our best estimate of when the item would arrive hereNew product time frames are subject to changeWe update them when we receive new information from the manufacturer.We would like to reiterate *** *** was NOT charged for pre-orderingBy pre-ordering he simply reserved the productWe fulfilled his pre-order in the order in which it was received and then he was chargedIf *** *** had paid up front and then waited a long period of time without the product in hand, we could under***d how his request for compensation could be warranted.We do not believe a refund of 15% as requested is justified*** *** could have cancelled his pre-order at anytime, especially without a paid commitmentWe did not force him to wait or hold him hostage to his pre-orderWe do not charge credit cards for pre-orders and back-orders until they are ready to be shipped for this very reason.*** *** may return the product for refund as long as it's still sealed in the original retail boxOur return policy clearly states we are unable to accept returns on Neptune Systems products once the manufacturer’s packing seals have been brokenThe customer is free to send back his return under the Return Merchandise Authorization issued on 2/18/as long as the new and sealed conditions are met.Sincerely yours,*** ***MarineDepot.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I refuse to fill out police report because it doesnt worth the time I put into thisThe package is now at somewhere, I do not know if the package is missing/delivery wrong address or stolenthere is no evidence that *** or MarineDepot gaves me, they just say that package is stolen and refuse to do anythingThen told me to get my own to fillout police report? Until there is a evidence from *** that they actually delivery my package, then I will personally fill out police reportFill out a wrong information can be a crime.
Regards,
*** ***

Dear *** *** and the Revdex.com,As frozen foods are perishable, they are only guaranteed and covered on the first delivery attempt as stated on our websiteIt is the customer’s responsibility to be available to receive the packageIf the customer is unavailable to receive the
package, arrangement needs to be made with the shipping carrier prior to the first delivery attemptOur system automatically emails tracking information once the order has shipped so the customer can make arrangements for deliveryIf the frozen foods package is undeliverable for any reason, the product must be destroyed because it is a perishable itemThis is stated in our shipping policies under Package Refusals: “Frozen foods and live orders are only fully covered on the first delivery attemptIt is the customer's responsibility to ensure the receipt of the package on the day of delivery.”The frozen foods order was placed on Monday, 4/and shipped the same dayThe customer is aware that frozen foods shipped via FedEx Standard Overnight delivery because it clearly shows the shipping method at checkout and the order was placed onlineThere is also a $frozen foods overnight shipping charge in which the customer agreed to pay for.The FedEx package was shipped on scheduled under FedEx tracking #*** and this number may be tracked at http://www.fedex.comThe package was attempted for delivery the very next day on Tuesday, 4/14, but the FedEx tracking number shows a delivery exception: “Customer not available or business closed”During second delivery attempt the next day, 4/at 7:am, the customer refused the package.Since this perishable package was refused by the customer and has now spent days in transit, we authorized UPS to destroy the package because the frozen foods are no longer salvageable and cannot be refrozen and resoldThe order was fulfilled and shipped promptlyFedEx also attempted to deliver the package on timeThis perishable shipment is not covered under our guarantees since the customer was unable to accept deliveryBoth we and the shipping carrier fulfilled our ends of the agreementWe are unable to issue a refund or replacements due to these circumstances.Of course, we do value our customer's business and truly care about the animals that this food was intended forAs a courtesy, we are willing to cover the overnight shipping if the customer wants to purchase replacement frozen foodWe have noted this noted in the customer's account if they would like to re-orderSimply give us a call as we will be more than happy to take care of the shipping chargeWe apologize for the inconvenience this has caused.Sincerely yours,*** **Customer Servicewww.marinedepot.com1-800-566-3474; ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I will not pay for return shippingThe items have not been opened nor have the seals been brokenThis has been my position from the beginningA 15% refund of the total purchase price will compensate me for their knowingly deceptive trade practices
Regards,
*** ***

Hello [redacted] of the Revdex.com,We are sorry to hear that one of our customers has become dissatisfied with our services and certainly appreciate you contacting us regarding Revdex.com complaint #[redacted].As indicated by the customers initial statement, the order was placed on...

02/23/2016 with special instructions to only ship via UPS or FedEx. We process their order and shipped via FedEx the following day on 02/24/2016 with tracking number [redacted]. Per all of FedEx records, the package was delivered two days later on 02/26/2016 and "left at front door". We have no record of customer mentioning that they would not be available to receive package at time of delivery. Customer called us and informed us that they returned back to town and their package was never received. We informed the customer of what our records showed via the tracking information provided and we would start a lost package investigation.  At this point, FedEx started investigation and FedEx driver confirmed on 03/03/2016 that package was delivered. A second investigation was commended to further investigate since customer still confirmed package was never delivered. FedEx has taken more time than usual to confirm or deny that package was delivered. Please note, in most cases, refunds or replacements are not issued until the conclusion of any lost package investigation. During this time the customer has also filed a complaint with Google Trusted Stores and a resolution has been made. We have issued a full refund to the customer on 03/24/2016 even thought there was no conclusion to the lost package investigation yet. We understand that this process has been delayed longer than usual and we concluded that we would cover the charges of the items before we received a response from FedEx. We want to sincerely apologize for the delay and hope that the refund helps our customer. [redacted] 
[redacted]
[redacted]

Dear [redacted] of The Revdex.com,We issued a Return Merchandise Authorization (RMA) number on February 2, 2015 to [redacted] and [redacted] for the two Tunze AquaWind Aquarium Fans.Once we receive the fans, their account will be issued store credit for the purchase price.Our...

customer service manager already emailed the customer to notify him/her of this proposed resolution.If you have any additional questions or concerns, please do not hesitate to contact me.Sincerely yours,[redacted]MarineDepot.com714-385-0080

Revdex.com of Greater San Diego,
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response from Marine Depot is regrettable and unacceptable. As recently as February 18th, 2015, Marine Depot offered a 2-3 day lead time on their website for new orders of the Neptune DOS product. When I addressed this with [redacted] during our previously documented phone conversation he confirmed that they did not have any of these units in stock, did not have any idea when they would receive more units, and admitted the posted lead time was incorrect. I took a screenshot of the 2-3 day lead time and have provided it as an attachment here. This practice is considered unfair and deceptive in most states (including Florida and California). A return and refund would have been acceptable the first time had Marine Depot offered to pay for return shipping (which is simply the least they could do). As [redacted] notes in his response they are unwilling to do so. A credit towards a future purchase places the onus on the consumer to enter in to another transaction with the offending business. A secondary purchase should not be required to receive relief from the unfair and deceptive trade practices that precipitated the original complaint.To be clear - Marine Depot is not disputing the fact that they offer unrealistic lead times (regardless of where the lead times are sourced). If you don't know when a product will be made available simply do not post a lead time. They have not disputed the fact that when confronted with evidence of ongoing unfair and deceptive trade practices (2-3 day lead times) they agreed that the time frame provided to their current and potential customers was knowingly false. They are not happy about being exposed. The best way to avoid this is to deal with your customers in all matters in an above the bar fashion. Your actions as a business should be beyond reproach. Due to Marine Depot's regrettable unwillingness to resolve this matter during the initial stage of this Revdex.com consumer complaint the only resolution I will consider at this point is my original offer of a 15% refund of the total sale price. If Marine Depot wants to avoid running afoul of MAP pricing for this product they are more than welcome to cut a check to me out of their general account for general customer goodwill/amends.
Regards,
[redacted]

Hello Revdex.com,   We strive to deliver the best customer service within our means to all of our customers. We are sorry to hear that one of our customers is dissatisfied with our services and absolutely appreciate the opportunity to correct or improve any situation. We thank you...

for contacting us regarding the Revdex.com complaint #[redacted]   As described in the customers statement to you, our customer purchased the product back in August of this year. As the customer mentioned, we do have a 60 day return period on most of our products as long as they are in new and unused condition.  There is a handful of manufacturers that choose to have their warranty and technical support handled directly by them. Once the manufacturers seal is broken on these products, all warranty support does need to go through them. [redacted] is one of these manufacturers in this short list. You can find a full list of these manufacturers and our 60 Day Return policy HERE.   Mr. [redacted] contacted us on November 23rd informing us that he wanted to return his used item because he no longer wished to continue warranty support with [redacted]. We informed the customer that we were unable to take back the unit once the manufacturer seals had been broken and the unit had been used since September. We provided all contact information for [redacted] and suggested that he continue warranty support with the manufacturer.   We understand that sometimes our customers are not satisfied with dealing directly with the manufacturer and we can also understand how horrible it must feel to think that you are just stuck with a product you no longer want. We do wish to help out Mr. [redacted] as much as possible in this situation. We have made several attempts to reach out to him via the phone number provided. We have left multiple voicemails during the dates of 12/06-12/08 without any response back.   We are currently working with the manufacturer and going above and beyond to attempt to come to a resolution that the customer will find suitable. We do ask the customer to give us a call at his earliest convenience to try to resolve this issue for him. We look forward to resolving this for Mr. [redacted].

Dear [redacted] of The Revdex.com,We certainly appreciate you contacting us regarding Revdex.com complaint #[redacted].  We are sorry to hear one of our customers is dissatisfied with our service.Mark Fleener placed an order to be sent to his desired shipping address which is verified in...

his PayPal payment. Most online orders placed at MarineDepot.com Monday-Friday are processed and shipped the same day, as noted on our website. Packaging and processing orders quickly and efficiently is something we are known for. When Mark Fleener contacted us, his order had already been packaged, processed and shipped. We also only ship orders to addresses associated with a customer's verified PayPal account. After the order had processed, we couldn't make changes to the address since it was not already verified by PayPal. It was also too late to cancel the order because the item(s) had already been packed, processed and shipped.Thank you for giving us the opportunity to explain the matter in greater detail.Sincerely yours,[redacted]Customer Support,MarineDepot.com

Customer made their purchase on Monday 08/22/2016 and shipped out the same day as per our "Same Day Shipping" promotion. The customer contacted us on Tuesday 08/23/2016 wanting to switch the shipping address as there was a mistake on the label. After looking into the matter for the customer, we...

determined that the order was shipped exactly to the specifications the customer made when placing the order online themselves.  We then informed the customer that the order was already on its way and would arrive to them by the end of the business day the following day 08/24/2016. Our customer support team member gave the customer the option to reroute the package but also informed them that the cost of the reroute would be of similar value as the products they ordered. Rerouting cost are $15 which in this case would need to be covered by the customer since Marine Depot shipped their order according to the information provided to us. Unfortunately, due to the relatively close shipping address to our warehouse, the customers order arrived within two business days. This did not allow any time for our customer support team to reroute the package as the customer wished to do. Once the package is delivered to the requested location we are no longer able to reroute or pick up. We gave our customer the option to reroute but also felt it was necessary to inform them of that the rerouting cost would be almost the same as the cost of the purchased items. Unfortunately, at this moment there in nothing we can further do.

Hello Revdex.com,   Marine Depot always strives to deliver the best customer service that is within our means to all of our customers. It is always difficult to hear that one of our customers is dissatisfied with our services and always appreciate the opportunity to correct and...

improve any situation. We thank you for contacting us regarding complaint [redacted]   As the customer stated, the order was shipped on 03/06/2017 and arrived at the customer’s doorstep on 03/07/2017. We did receive an email from our customer after working hours on 03/07/2017 notifying us that his item ECOTECH MARINE VECTRA M1 AQUARIUM DC WATER PUMP was missing from his order. A Marine Depot associate was in contact with Manuel the following morning on 03/08/2017 and recorded all the information about the missing item. Marine Depot apologize for the situation and started an internal investigation to attempt to confirm this information. Our customer was notified that we would get in contact with him as soon as we received an update.   Please note investigations like these include our warehouse personnel, customer service department and anyone necessary to obtain an accurate and quick answer. Although our goal is to resolve and fix all issues within 24 hours, these investigations can sometimes take up to 3 business days to conclude.   Unfortunately, our offices are closed for business during the weekends so a response was not available for our customer during 03/11-03/12.   An email was sent to our customer on 03/13/2017 informing him that our internal investigation had confirmed that we had shipped out the package complete and in its entirety. This meant the weights matched in our mock-up order compared to the weights provided in his tracking information (Tracking #[redacted]). Our customer had confirmed that there was no damage to the package he received therefore there would be no reason to believe the item fell out of the packaging during transit. We confirmed to the customer that the only possible explanation would be that damage could have happened to the entire package and needed to be repackaged by the shipping provider, then the item was misplaced then. We informed our customer that this is rare but can happen at times. Manuel was notified that at the time that our only option would be to start a missing package investigation with the shipping carrier.   The shipping carrier weighs the package as it goes through transit. They would know if at any stage of the process the weight changed. We notified our customer that these investigations can take up to 8 business days.   As of today 03/14/2017, one day after the investigation request had been submitted, no information or update has been provided to us.   We will notify our customer of the outcome of the investigation as soon as possible.

Dear Revdex.com, We are sorry to hear that one of our customers is dissatisfied with our services and certainly appreciate you contacting us regarding Revdex.com complaint #[redacted]. As indicated in the complaint, Mr. [redacted] does claim to not have received his packages which contained the fixture...

mounts.  Mr. [redacted] initially contacted us via email on Friday July 1st regarding his lost package. A representative of Marine Depot replied to his email within 24 hours apologizing for the circumstances. We informed the customer that many times the delivery driver can hide packages to help conceal the delivered package and avoid theft. We also notified Mr. [redacted] that a lost package investigation had been created and filed with [redacted] to track their movements and attempt to find the lost package. Mr. [redacted] replied to our email on July 5th stating that he had never received a reply from us, we apologized to our customer and reassured him that we did in fact reply to his email and that a lost package investigation had already been opened on his behalf with [redacted]. Mr. [redacted] replied to our email on July 6th with his dislike of having to wait until the conclusion of the investigation to receive a refund.   We reached out to Mr. [redacted] on July 9th via email stating that [redacted] had concluded their investigation and had confirmed that the package was in fact delivered to the correct address on July 1st. We notified our customer that if the package was not present, it will be considered a theft and a police report will have to be filed with his local police department. A copy of this police report will need to be provided so that we may move forward with a refund.  Mr. [redacted] has sent several emails since then stating that he refuses to file a police report for the package that was stolen off his property. Our last correspondence with Mr. [redacted] was via email on July 12th in which he stressed that a police report would not be filed. We are looking forward to receiving the police report so that we can move forward with the investigation and provide Mr. [redacted] with his refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[The business message is the same rhetoric that I received prior to contacting Revdex.com.  This business did NOT ship my purchase according to the information I provided at the time of purchase, the package was shipped 300 miles away from my residence, and they will take no responsibility for their error.  I have lost the purchase price for the items AND the items themselves through no fault of my own. I live in a very rural area.  It I 30 miles to the nearest town from my home so I buy almost everything I need for my 9 aquariums online - normally from a different business.  However, my physical address (shipping address) and my billing address for the credit card that I used for this order are different because the Elko Nevada billing address is the address that my bank has on record for this card.  If I had reversed those addresses when I placed my order online, the bank would have refused the credit card charge.  The payment did go through to Marine Depot because I didn't reverse the addresses, Marine Depot did and now my purchase is lost in Nevada and they refuse to contact FedEx to try to retrieve the package or refund my money.  To me, that is theft and their reiteration of their initial position does not resolve my complaint.  I have contacted my bank and made a request to have THEIR record of this purchase sent to me, however, it has not yet arrived.]
Regards,
[redacted]

Review: Wont cancel order, not even a half day after it was put in, even though it hasn't been shipped. They will be mailing the product to someone that didn't order it and I'm out $30, or whatever it was.Desired Settlement: I wanted the order either canceled, or shipped elsewhere... to [redacted] The post office is not forwarding mail as they should and I've already tried contacting them 3 times to resolve that matter.

Business

Response:

Dear [redacted] of The Revdex.com,