Not Happy This Morning-need To Vent

[emsvaughan]

Not a happy bunny this morning.

I ordered a 25kg bucket of marine salt on Sunday evening for delivery Tuesday from an online store, based in Dorset, UK.

I got a phone call on Monday to say the brand I ordered was out of stock, would I accept a free upgrade to TMC branded salt. Which I agreed to. It will be with you tomorrow he said, which was great as I was home all day.
However it didnt turn up.

Yesterday at 2pm it finally arrived. I took delivery and carried on with what i was doing.
Yesterday evening, I was sat on the pc and noticed that the bucket that the salt is in was damaged, so I took a couple of photos, and emailed the company last night.
This morning I received a reply, that stated as it was cosmetic damage and not the product that was damaged, they couldnt be held responsible, which I think is shocking. The salt is inside a bag in the bucket, and if the bag splits which is highly likely I could end up with £50 worth of salt all over the floor.

I have replied explaining my dissapointment at their lack of customer service, and will see what the say in reply. Also to add insult to injury, this salt wasnt a free upgrade as its cheaper on their website.

 

[xxBarneyxx]

That sucks. The hole in the bucket bit I can understand (working for a company that does mail order stuff as well). The fact that they sent you a cheaper brand of salt though is wrong and they should refund you the difference in price. Its annoying when things dont turn up when they are supposd to as well.

I bought some new T5 tubes the other week, paid for next day delivery and nothing turned up. Sent them an email and got told they where waiting on stock and would take a week. As I couldnt afford to take another day of work waiting for them I got them to change the delivery address to my work adress. A week later I come home to find them sitting outside my front door (they had been sent to my home address not the work address). So annoying!

 

[emsvaughan]

I wouldnt mind if they had replied with an apology and we will investigate with the carrier. It was just a sorry we are not responsible, even though my contract is with them. Customer service is bloody non existent these days.

 

[Crazy fishes]

They are accountable under the sales of goods act; which states that cometic damage is also not acceptable. They have to remedy the situation by way of replacement or refund. However I think the next step of going to court might be a little excessive but I entirely understand and share your frustration in these matters.

Regards

 

[mutantbigman2000]

name and shame please.

 

[seffieuk]

name and shame please.

I agree with bigman but give them one last chance, tell them you want a partial refund because of the inconvience of having to find another container large enough and for the price difference. Will not hurt to say that you would like to put a positive comment about their shop on the forum that you are active on

However, I can beat you both lol..............I ordered both mine and my sisters tanks, with stands and they were just left on the drive (in the middle of the drive not even next to the house) only about £ 500 worth of stuff

Seffie x

 

[emsvaughan]

name and shame please.

The Living Seas. If you look at on other forums, they are named and shamed and their customer service is shocking.

 

[johnsmith]

I use aquatics online and they are excellent. Had similiar problem with 20kg bucket of salt in box. Lid damaged in transit and salt spilled in box etc etc. Replacement sent next day after emailing pictures, there customer service is really good