Modern Aquarium Reviews (%countItem)
Modern Aquarium Rating
Address: 1 Comac Loop Unit 8, Ronkonkoma, New York, United States, 11779-6816
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I placed the order on 2//2020 after a chat session with one of their sales reps to confirm the item would be the same colors as represented on their website. I received the item on 3//2020. This delivery date was past what their website stated. They have since changed their website to state delivery takes about 8 weeks. They also added that the manufacturer is in Europe. When I unpacked the item I realized how different the colors were from the represented picture on their website. I emailed them with pictures on 3//20 about the color problem. They responded with a 20% discount on 3//20. I emailed on 3//20 asking to return the item. I emailed again on 4//20. On 4//20 I received an email stating they would check into the next step. On 4//20 I received an email stating they would be providing a return label at no cost to me. I emailed on 4//20, 4//20 & 4//20 asking for the shipping label. I received an email stating the color is proper and they will not take the item back. I chatted with one of their sales reps on 4//20 and she told me it would be resolved today and her operations manager would contact me by phone that day from the warehouse. I never received a call. I emailed them on 4//20 stating if I did not receive the return label by end of day tomorrow I will be filing a complaint with the Revdex.com. I have not received any more communications from them.
Customer ordered a custom aquarium background, delivery of which was indeed delayed due to COVID19. Customer decided not to cancel due to the delay and order was successfully delivered. Customer later called and made a plea that due to financial situation they would like the background returned for a refund. While an error was made in initially emailing him back with return approval, that was quickly rectified and explained over the phone that the background was a custom project and is non returnable. Customer then raised an issue via email with the color of the background, which was made in bad faith simply to force the return of an item he already placed in his aquarium, put together. Please see attached customer image.
While we understand the change in customer financial situation, we are not able to take back a custom made item which was also already placed in his aquarium.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:I read the "message from business" you received from Modern Aquarium. I honestly can't believe a business would lie to the degree they did in their message. I was first told in a chat that shipment delay was due to a death in the family. I was told in later days it was due to current events. They stated "customer later called and made a plea that due to financial situation they would like the background returned for a refund". That is a lie. I never talked to them on the phone or said it was due to a financial situation. All communications were done using email or chat. The problem with the item was color from the start on 3/. They also state "quickly rectified" after the return was approved. It was 11 days before they said they would not take the item back. They are lieing stated, that is when I brought up the color issue. My wife and I did place the background in the empty aquarium for her to see if it would work for us. Water was not added to the aquarium. We decided the product was so far off from what was represented on their website. We also spent oven an hour of our time and materials to package it all back up after we received the email on 4//20 stating they would supply the shipping label. I've attached all of the email communications showing what was really said and pictures of what we received and what was represented on their website. Thank you for your time and help with this issue.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely
Yes, the customer is correct in regards to contents of the email part of the conversations we had. The background as stated in the email is correct and because it is a custom order, unless the item would be materially different, it will not qualify for the refund.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Hello,
I'm not sure where to go from here. Modern Aquarium said they would supply return label on 4//20. 11 days later they changed their mind and said it can not be returned. The item is not as represented on their website. Please help guide me on what can be done from here.
Thank you,
***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely