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Is bulk reef supply worth it you decide


aquaman275

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aquaman275

I'm not going to give to many details just a few facts. Bought a high priced chiller from them and for unseen circumstances was unable to install for 16 days it did not work at all the 16 days is two days after there return time ( it is 14 days) called customer service and was told I had to send the chiller to manufacture for repair. I explained my situation and it fell on deaf ears. Now they have my money and I have no chiller for at least three weeks. Giving it was only two days you would think they would have worked with me a little. So please check the policy's of the company before buying from them. I've check marine depot and dr fosters and smith they are far superior to bulk reef supply. Marine depot and dr fosters and smiths customer service is far superior to them as well. If you've had good experiences with them I'm glad for you don't bash me like they have done on other forums totally fueled by brs.

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Well just a general rule of thumb is you always want to test your equipment before the return policy expires. Its just one of the things a consumer should be in the habit of doing, especially with expensive purchases.

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1st post yet you had this account since 2006?

 

 

Your issue is with the manufacture, not the retailer no matter of time frame. The manufactures carry all warranty and since you want to keep the chiller you need to contact them for a new unit. Internet sales are much different than brick and mortar, since it is all shipped anyway you may as well have the manufacture ship you a new unit as they are ultimately responsible for their product. This saves you money by not paying shipping back to the retailer.


don't bash me like they have done on other forums totally fueled by brs.

 

So you're butt hurt with no facts. Gotcha

 

return time ( it is 14 days)

 

BRS clearly states 30 days. But it doesn't work so you are directed to the manufacture. Also clearly stated

 

http://www.bulkreefsupply.com/customer-center/customer-service/returns-replacements

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aquaman275

1st post yet you had this account since 2006?

 

 

Your issue is with the manufacture, not the retailer no matter of time frame. The manufactures carry all warranty and since you want to keep the chiller you need to contact them for a new unit. Internet sales are much different than brick and mortar, since it is all shipped anyway you may as well have the manufacture ship you a new unit as they are ultimately responsible for their product. This saves you money by not paying shipping back to the retailer.

 

 

So you're butt hurt with no facts. Gotcha

 

 

 

BRS clearly states 30 days. But it doesn't work so you are directed to the manufacture. Also clearly stated

 

http://www.bulkreefsupply.com/customer-center/customer-service/returns-replacements

1st post yet you had this account since 2006?

 

 

Your issue is with the manufacture, not the retailer no matter of time frame. The manufactures carry all warranty and since you want to keep the chiller you need to contact them for a new unit. Internet sales are much different than brick and mortar, since it is all shipped anyway you may as well have the manufacture ship you a new unit as they are ultimately responsible for their product. This saves you money by not paying shipping back to the retailer.

 

 

So you're butt hurt with no facts. Gotcha

 

 

 

BRS clearly states 30 days. But it doesn't work so you are directed to the manufacture. Also clearly stated

 

http://www.bulkreefsupply.com/customer-center/customer-service/returns-replacements

 

That's a real intelligent response Thankyou. By the way intelligent means smart.

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That's a real intelligent response Thankyou. By the way intelligent means smart.

 

You can't try and call someone out on intelligence when reading your first post made me want to blow my brains out.

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I don't buy much from brs but i pulled the from their returns and replacements policy.

 

Nonfunctional Items and Warranties

 

If your product does not function correctly or is otherwise considered broken, we will direct you to the manufacturer of the product for warranty or service. Manufacturers prefer to troubleshoot their own technical issues and are better equipped to help solve problems. Contacting the manufacturer directly greatly speeds up the process. All of our manufacturers are easy to deal with and should address any issues within 24 hours (Monday through Friday). If you have a problem with the manufacturer, please contact us immediately. We are on your side and will make sure you get the technical support you need.

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SchnauzerFace

I've always had great luck with BRS in terms of purchasing and customer service. They seem like good, honest people to me.

 

That doesn't diminish your disappointment in this case, so I empathize with your frustration. Spending a boatload on a piece of equipment comes with a lot of expectations, and the most obvious is that the dang thing will work. So I feel for you. But I think your anger should be directed at the manufacturer that shipped a defective product. BRS can't test every product before selling, which is why we have manufacturer's warranties on top of retailer's return policies.

 

I feel like we as hobbyists would be much better served by knowing which manufacturer to avoid due to questionable QC rather than calling out a respected retailer that is just following their posted 14-day policy.

 

The good news, though, is that the manufacturer will fix or replace the unit and everything will work out in the end. A 3 week delay sucks, no doubt. But judging by your join date, you're a long-term aquarist and you're definitely familiar with the speed at which this hobby can move sometimes :)

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That's a real intelligent response Thankyou. By the way intelligent means smart.

 

:blink:

 

Reading their policy on returns makes it sound like the situation didn't fall on deaf ears on their behalf. It sounds like you disagreed and therefor their written policy fell on deaf ears on your end. After which you posted a complaint on forums trying to get sympathy, where people referenced said written policy.

 

Something something, if everyone says you are something, chances are that you probably are that something.

 

Complaints like this are the bane of the internet. Every half-wit that doesn't agree with something is free to go bash a company.

 

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Marc.The.Shark

I think we all get spoiled by the big box stores that just take returns back no questions asked. The thing is, those places have the ability (think capital) to afford to do this. They also readily get credit from the manufacturers for defective products, no questions asked because of the volume they sell. When you have small companies, it becomes a pretty big deal to accept a bunch of returns & hold this inventory pending credit from the manufacturer. This stuff is on the books & in limbo until it can be sent back or replaced. I think the BRS policy is pretty fair. Lets say you received your chiller & the color clashed with your skimmer and you didn't like it, BRS would accept the return, but then be able to resell the unit that you didn't use. No harm no foul & no inventory in limbo for a small business.

 

PS. I think Sevie T was a little hard on you, but it was funny!! ha

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aquaman275

I've always had great luck with BRS in terms of purchasing and customer service. They seem like good, honest people to me.

 

That doesn't diminish your disappointment in this case, so I empathize with your frustration. Spending a boatload on a piece of equipment comes with a lot of expectations, and the most obvious is that the dang thing will work. So I feel for you. But I think your anger should be directed at the manufacturer that shipped a defective product. BRS can't test every product before selling, which is why we have manufacturer's warranties on top of retailer's return policies.

 

I feel like we as hobbyists would be much better served by knowing which manufacturer to avoid due to questionable QC rather than calling out a respected retailer that is just following their posted 14-day policy.

 

The good news, though, is that the manufacturer will fix or replace the unit and everything will work out in the end. A 3 week delay sucks, no doubt. But judging by your join date, you're a long-term aquarist and you're definitely familiar with the speed at which this hobby can move sometimes :)

Thankyou your point is well taken but what I'm saying is marine depot and dr fosters and smiths policy's are far better there return policy's are 30 days. Like i said it's up to the consumer to compare them and make the choice. The best choice in my my mind would be to buy from your local fish store as it would also support them. Which I will be doing from now on. Sometimes you have to pay a little more to get good service.

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SchnauzerFace

Thankyou your point is well taken but what I'm saying is marine depot and dr fosters and smiths policy's are far better there return policy's are 30 days. Like i said it's up to the consumer to compare them and make the choice. The best choice in my my mind would be to buy from your local fish store as it would also support them. Which I will be doing from now on. Sometimes you have to pay a little more to get good service.

 

Fair enough. My guess, however, is that the difference between a 14-day return window and a 30-day return window is insignificant for the vast majority of consumers. Usually, we're going to do one of two things with our new goodies: 1.) Unbox them and plug them in immediately, or 2.) Set them aside for weeks or months while we piece together a new tank build. So I think most defective products are likely to be caught either immediately or much further down the line. Of course, you're one of the unlucky ones who fell inside the 15-29 day window, but I do think your situation is probably pretty rare.

 

I've had god luck with Marine Depot, so no arguments there. Support the places that have left you satisfied.

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I'm saying is marine depot and dr fosters and smiths policy's are far better there return policy's are 30 days.

 

Why do you continue to lie?

That's a real intelligent response Thankyou. By the way intelligent means smart.

OH right, carry on with the lies.

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You can't try and call someone out on intelligence when reading your first post made me want to blow my brains out.

Nothing wrong with the dude's post. Amazon built their business thru AMAZING customer support. Zappo as well. When you have seen that type of customer support from internet business then come across a Draconian one like this, with no budge, it stands out.

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I decided to make my latest purchases from BRS based on the content of this thread.


Nothing wrong with the dude's post. Amazon built their business thru AMAZING customer support. Zappo as well. When you have seen that type of customer support from internet business then come across a Draconian one like this, with no budge, it stands out.

 

It's a numbers game. Amazon lost a lot of money for a number of years before finally squeezing out a profit. You cannot compare a general retailer with a niche hobby shop.

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pntbll687

Nothing wrong with the dude's post. Amazon built their business thru AMAZING customer support. Zappo as well. When you have seen that type of customer support from internet business then come across a Draconian one like this, with no budge, it stands out.

 

Wait, a company that has a policy and is standing by it. There's is nothing wrong with what BRS is doing. If they make one exception, then another, and another, and so on. What's the point in having the policy if your not gonna abide by it?

 

OP, have you contacted the manufacturer?

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Wait, a company that has a policy and is standing by it. There's is nothing wrong with what BRS is doing. If they make one exception, then another, and another, and so on. What's the point in having the policy if your not gonna abide by it?

 

OP, have you contacted the manufacturer?

Most places work with you. Not something far fetched to expect. . .especially if you are two days out of a window. I'm sure BRS understands that they'll lose this customer (who isn't trying to do anything deceitful). To each his own, including Ops need to vent and do what he feels is a public service announcement to his fellow reefers. If a company doesn't have the financial cushion to bend a little on customer support, then I'll choose to go somewhere else to buy things that have electronics or moving parts. No biggie. Thanks, Op. The vitriol towards op is really weird . . .is BRS run by someone in your family??

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Nothing wrong with the dude's post. Amazon built their business thru AMAZING customer support. Zappo as well. When you have seen that type of customer support from internet business then come across a Draconian one like this, with no budge, it stands out.

 

You seem almost as clueless as the OP. You know Amazon is hardly breaking even right? Try and return something after their return policy. Won't happen. I've been a Prime member since day one and rarely ever return. They wouldn't even make an exception for me recently on something I didn't open. Policy is policy.

 

Personally I can't wait to order all my plumbing pieces and a few other accessories from BRS. Just waiting for my tank to finish being built so I know what exactly I need.

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You seem almost as clueless as the OP. You know Amazon is hardly breaking even right? Try and return something after their return policy. Won't happen. I've been a Prime member since day one and rarely ever return. They wouldn't even make an exception for me recently on something I didn't open. Policy is policy.

 

Personally I can't wait to order all my plumbing pieces and a few other accessories from BRS. Just waiting for my tank to finish being built so I know what exactly I need.

I'm not worried about a company's financial posture. I've been made used to a certain level of customer friendly service; so has op.

 

Godspeed, brother.

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I'm not worried about a company's financial posture. I've been made used to a certain level of customer friendly service; so has op.

 

Godspeed, brother.

 

So you are saying it isn't good customer service since their policy states if it is broken to directly contact the manufacturer? If it was a return they surely would have taken it. I don't know a single person at BRS but I've had nothing but great experiences with them.

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Honestly I applaud BRS for standing by their policies. It's more fair to customers to follow the established ground rules that are on clear display on their website.

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If you didn't get to install the chiller from MD or Drs Foster and Smith until 2 days post-return window, they probably wouldn't work with you on the return, ESPECIALLY if they stated that non-functional items are to be dealt with via the manufacturer, which is exactly the situation with BRS. BRS has a shorter return window, but that window is completely irrelevant here. You have a nonfunctional item that they don't make so as per their policy (as other sites have the same policies), they directed OP to the manufacturer.

 

 

I'm not worried about a company's financial posture. I've been made used to a certain level of customer friendly service; so has op.

 

Godspeed, brother.

 

Friendly customer service in this case as in what? BRS dealing with the manufacturer instead of the OP? BRS simply stating that they can't handle the issue and that the manufacturer needs to isn't not friendly. Maybe BRS has had certain manufacturers state that if there are problems with items they wish to be contacted and not BRS? Interestingly, I bought a few household items lately and... what do you know, they all say to contact the manufacturer directly if there is a problem not go to Target or any place else... Bend the rules? For what - a refund? It's not like BRS is ignoring him or telling him to shove it, they simply state that his problem is not something they can help with, but they know who CAN help, and that he should contact them... It's called reality and common sense.

 

OP should probably stop bitching on the internet about stuff that was clearly stated and wasn't read by OP himself, and then go actually contact the manufacturer to fix his problem.

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righttirefire

I personally really enjoy this thread. And spent the last few hours thinking about. Having a customer service background mostly Web based speciality items retail. I can see both sides of this issue. As I'm sure most of you can. Every company operates differently and every company and vendor relationship is different. I stand by BRS holding to there policies. Depending on their relationship with that specific vendor many issues could be easier to remedy consumer to manufacture. Especially if it a manufacturer defent.

 

Depending on the customer/account and vendor, personally I would have contacted the vendor did my best to explain the issue and pass the contact information for the vendor and representing I talked to on to my customer. In a way of starting the conversation.

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Hey...Stevie.....you seem awful intolerant these days. Just sayin.

 

 

I've never tolerated liars or those that ignore reality.

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This actually sounds like OP wants to return the item because he no longer wants it.

 

If it was a simple matter of it not working, the manufacturers warranty applies and it would be repaired/replaced by the manufacturer and the issue with BRS wouldn't apply. The terms of the "return" are 14 days. OP says he wants a replacement, BRS is not at fault here. Even if he had contacted them within 14 days the replacement wait time is still 3 weeks from the manufacturer.

 

What OP can do is maybe loop in the manufacturer and BRS. Manufacturer can send the replacement to BRS if BRS will send a replacement to OP.

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