MarineDepot.com

Review: ON FEBRUARY 23, 2016, I MADE A PURCHASE FROM THIS MERCHANT. THE PACKAGE NEVER ARRIVED OR WAS DELIVERED. I NOTIFIED MARINEDEPOT AS SOON AS WE RETURNED FROM OUT OF TOWN FOR A FAMILY EMERGENCY ON FEBRUARY 29, 2016 AND MARCH 1, 2016. I SPOKE WITH MANNY P. I WAS TOLD THAT THEY WOULD BE CONTACTING FEDERAL EXPRESS TO START A CLAIM AND PROCESS MY REFUND. THE PROCESS WOULD TAKE 8 BUSINESS DAYS. IT IS NOW MARCH 14, 2016 AND I HAVE NOT HEARD FROM MARINEDEPOT SINCE MY INITIAL CONTACT NOR HAVE I BEEN ISSUED A REFUND.

FEDERAL EXPRESS CALLED MY HOME 2 DAYS AFTER SPEAKING WITH MARINEDEPOT AND WAS TOLD ALL THE SAME INFORMATION THAT WAS INITIALLY PROVIDED. I WAS TOLD BY FEDERAL EXPRESS REPRESENTATIVE, GWEN, THAT THE DELIVERY DRIVER WOULD BE AT MY RESIDENCE WITHIN THE NEXT TWO BUSINESS DAYS TO SHOW ME WHERE THE PACKAGE WAS DELIVERED. THIS NEVER HAPPENED. I WAS ALSO INFORMED BY GWEN THAT I WOULD BE RECEIVING A CALL FROM HER ON THE FOLLOWING MONDAY. THAT NEVER HAPPENED EITHER.

I HAVE BEEN EXTREMELY PATIENT AND ACCOMODATING WITH THIS PROCESS, BUT ENOUGH IS ENOUGH. NOT ONLY DO I NOT EVEN HAVE THE ORDERED MERCHANDISE, BUT I ALSO HAVE NO REFUND EITHER 11 BUSINESS DAYS LATER.

I HAVE ALSO REGISTERED A COMPLAINT WITH GOOGLE TRUSTED STORES AND MARINEDEPOT MISREPRESENTED THE INFORMATION INDICIATING THE ISSUE HAS BEEN RESOLVED. THIS ISSUE IS NOT RESOLVED AND IMMIDIATE ATTENTION IS DEMANDED AT THIS TIME.Desired Settlement: MY CREDIT CARD INITIALLY USED FOR THIS TRANSACTION CREDITED FOR THE ENTIRE PURCHASE AMOUNT OF $302.97 IMMEDIATELY.

NO OTHER OPTION WILL BE ACCEPTABLE OR CONSIDERED ANY RESOLUTION AFTER THIS RUN AROUND SINCE FEBRUARY 29, 2016.

Business

Response:

Hello [redacted] of the Revdex.com,

Review: on about 4/13/15 I ordered clam shell food for my fish. it was sent overnight due to being frozen. apparently fedex tried to deliver it at 12:30 pm per fedex tracking. They have in their system we are closed between 12-1. Also the door clearly has our hours of business. We are open 8:30-noon and 1-5 (normal business hours) M-F. Per the employees at marine depot they attempted to call my number at the clinic [redacted] which I have several receptionists at my medical clinic and a way to leave a message. No one received a call or got a message. Marine depot then instructed fedex to throw it in the trash per Manny at Marine depot. They have a disclaimer that you have to be there when delivered which I was there from 8:30-noon and 1-5. No one reattempted delivery. I paid $96.96 for this and they refuse to refund this. Not only am I out this money but my puffer fish really needs these clams.Desired Settlement: or refund

Business

Response:

Dear [redacted] and the Revdex.com,As frozen foods are perishable, they are only guaranteed and covered on the first delivery attempt as stated on our website. It is the customer’s responsibility to be available to receive the package. If the customer is unavailable to receive the package, arrangement needs to be made with the shipping carrier prior to the first delivery attempt. Our system automatically emails tracking information once the order has shipped so the customer can make arrangements for delivery. If the frozen foods package is undeliverable for any reason, the product must be destroyed because it is a perishable item. This is stated in our shipping policies under Package Refusals: “Frozen foods and live orders are only fully covered on the first delivery attempt. It 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, 4/13 and shipped the same day. The 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 online. There is also a $24.99 frozen foods overnight shipping charge in which the customer agreed to pay for.The FedEx package was shipped on scheduled under FedEx tracking #[redacted] and this number may be tracked at http://www.fedex.com. The 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, 4/15 at 7:46 am, the customer refused the package.Since this perishable package was refused by the customer and has now spent 3 days in transit, we authorized UPS to destroy the package because the frozen foods are no longer salvageable and cannot be refrozen and resold. The order was fulfilled and shipped promptly. FedEx also attempted to deliver the package on time. This perishable shipment is not covered under our guarantees since the customer was unable to accept delivery. Both we and the shipping carrier fulfilled our ends of the agreement. We 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 for. As a courtesy, we are willing to cover the overnight shipping if the customer wants to purchase replacement frozen food. We have noted this noted in the customer's account if they would like to re-order. Simply give us a call as we will be more than happy to take care of the shipping charge. We apologize for the inconvenience this has caused.Sincerely yours,[redacted]Customer Servicewww.marinedepot.com1-800-566-3474; [redacted]

Review: I purchased two aquawind fans 7028.900 in July of 2014 from Marine Depot and both have stopped working.Called Marine Depot and was told to call Tunz USA for warranty and was told the fans have signs of moisture we can not warranty the fans.These are cooling fans that sit on top of a fish aquarium to cool the water. Tunze told me that Marine Depot should tell people that these fans can not go in a canopy and in Marine Depot ad it says the fans can be used for every aquarium edge and accelerating the evaporation process and thus achieving a cooling of the water.I installed the fans on the edge of the glass just like the ad says.These fans have a two year warrantyDesired Settlement: The cost of each fan was $77.99 ea total of $155.98 ok with store credit

Business

Response:

Dear [redacted] of The Revdex.com,

I ordered several light bulbs from Marine Depot. Unfortunately one of them did not work when I received them. Marine Depot's customer service did an excellent job in getting a replacement bulb to me. Exceptional service, especially considering that these were not cheap bulbs.

Review: Purchase of (2) Neptune DOS units from business. Order placed 12/1/14. Item was listed as pre-order with a stated 4-6 week fulfillment/delivery time frame at time of order placement. Maximum expected delivery date of Jan 11, 2015.

When Jan 11, 2015 came and passed, I contacted MarineDepot.com by phone. I was told that I was on a waiting list and that not enough product had been received from the manufacturer to receive my two units within the 6 week time period. I was told my order would be fulfilled by the end of January.

The month of January came to a close with no units arriving nor any contact being made by MarineDepot.com. I called again and was told they didn't have any idea as to when I would receive my two units at this point. I informed them I would call them when the units did eventually arrive and would expect a partial credit because of the lengthy delays.

The two units were delivered Friday February 13th, 2015.

I called MarineDepot.com Tuesday evening February 17th, 2015 to request a partial credit. I spoke with [redacted] who told me they have no control over when this item is available for shipping. [redacted] stated he did not have the authority to offer any credit or compensation for the 75 day wait between order placement and delivery. He said his supervisor, [redacted], would call me back the next morning.

[redacted], a supervisor, called me Wednesday morning February 18th, 2015. I provided [redacted] all of the information contained above and restated my position. [redacted] offered one of two remedies to the situation (neither of which I agreed to as they did not resolve the matter). The first offer was to deduct $20 from a future order I may place with MarineDepot.com. I informed [redacted] this was not a reasonable resolution as I had no plans to order anything from them again in the future. I then offered to return the two units for a full refund. [redacted] agreed but stated he would not cover the return shipping. He offered no additional resolution. The call ended here.Desired Settlement: Partial refund in the amount of $94.49. This is exactly 15% of the total order cost of the two items purchased. This refund is to compensate for the 33 day delay in delivering the product.

Business

Response:

Dear [redacted] of The Revdex.com,