Bad Experience

[tinknocks]

I ordered a 250watt lumenarc reflector retro kit, hanging kit, refractometer from them. I received the package yesterday, only to find bad packaging skills! The hanging kit was missing (was on the package invoice signed that it was supposedly checked), the heavier ballast and refractometer was stacked on top of the aluminum reflector. I took the bubble wrap off of the reflector only to find a dent in the front side corner break, where the ballast sat on top of in the box. Come on! We all know that packages get tossed around and stacked on in the shipping process! Very poor judgement used!

I called reef exotics first when I noticed the hanging kit missing. Ok, he refunded money. Then called back after unwrapping, discovering the dent in the reflector and left a message. No call back! I'm very disappointed! If I wanted a dented reflector, I would have ordered a dented reflector! Thumbs down for them!

[chaffey]

just send them an e-mail, I am sure Tony can work it out with you. I bought stuff before and never had any problem. He usually good with answering e-mail. Probably because of the weekend, give him another call or email.

[N_V_S]

,

[dtm]

I had the same experience (almost). I ordered 3 lumenarc retro kits from them. It all came in 1 box. 3 reflectors piled on top of eachother, and three ballasts pilled on top of the reflectors. each and every one of them were damaged. The worst one looked like someone threw a baseball at it. I never called them because they are going inside of a canopy, and you cant see them anyway. plus I dont have the time or energy to be dealing with it,,,,,,,, But I feel your pain, Its the principle..............

[tinknocks]

<a href=showthread.php?s=&postid=9747515#post9747515 target=_blank>Originally posted</a> by chaffey
just send them an e-mail, I am sure Tony can work it out with you. I bought stuff before and never had any problem. He usually good with answering e-mail. Probably because of the weekend, give him another call or email.

I left a message once, and emailed once, that's all it should take. Still no response from either. In my book, it's bad business. Funny how he doesn't reply to THIS thread. I feel as if I shouldn't have to nag anyone who does not want to resolve a problem that was caused from their end. I don't have the time nor patience to deal with it. Yes it's a win, win situation for reef exotics.

[verper]

I wonder if Tony is away for a few days or something. He is usually very prompt in his response.

[N_V_S]

tinknocks,

Any responce yet? I am sure Tony should work something out.....

[tinknocks]

<a href=showthread.php?s=&postid=9772191#post9772191 target=_blank>Originally posted</a> by N_V_S
tinknocks,

Any responce yet? I am sure Tony should work something out.....


no response going on two weeks...

[chaffey]

let see picture of the dent on the reflector ? also I am just wondering what you want; replacement or credit or discount for the dent ?

[tinknocks]

<a href=showthread.php?s=&postid=9780425#post9780425 target=_blank>Originally posted</a> by chaffey
let see picture of the dent on the reflector ? also I am just wondering what you want; replacement or credit or discount for the dent ?

Not to be rude..... but this should be a concern for RE and RE only. Besides, if RE brushed it off like no big deal....... so be it. The post is for future RE customers to be aware of how reflectors are being shipped from them. Some people do not have a canopy, and it is exposed. I, for one, do care about my setup appearance.

Please think about what you post, and who you are to the matter at hand... and I'm not trying to be disrespectful with that being said.

[Double-J]

Just ordered the 2 bigger Luminarcs with the black shell and they were packed seperately, They were even packed with a box inside a box. One of the glass inserts broke I email him with a picture and no more than 10 min later he sent me a tracking number with the new glass insert. From my experience he's quick to reply to questions and problems. I'm sure he is away or something.

[dtm]

maybe chaffey is the CA. reef exotics rep. lol

its funny, tinytool said he got his in seperate boxes. My other friend ordered HQIs from them and it also came in seperate boxes, maybe they only careful with the HQIs

[chaffey]

haha, I am here in california and reefexotics is on the other side of the country. I ordered 4-5 times from reefexotics and I must have e-mailed tony like 100 times before placing my order, he never had any problem with it. I usually get a respond within 30 to an hour.

I dealed with tony before, many times there was 1 time I ordered a tunze skimmer, the collection cup was broken ( small crack )during shipment. I contacted tony, tony sent out a brand new lid without 2-3 days. He even gave me the broken lid.

Many times I order tunze stuff and he even offer 5-10% off and free shipping. I never had any problem with him.

I don't know why tony is ignoring this thread or step up to the plate. The reason I asked to see the pics was to see how bad the dent was. But maybe I am too nosy.

Oh numerous times, I received my orders shipped from marinedepot/fishsupply or even from reefexotics the boxes were all dent at the corners; maybe next time I would ask for a replacement since I infact pay for it.

OMG, I am too nosy..okay I am done with this thread.

Tinknocks good luck dude, sorry for sticking my nose into your thread. I am going out right now. Chao !

[acropora]

Sorry but this is the first we have heard of this thread.
Tinknocks, I am sorry that there was damage to your reflectors. I had personally spoken to you on the telephone the day that you had received the order. You had stated that you opened the box and found that one of the yo-yo hanging kit was missing. I had asked you if you looked under the packing material and you stated that you had looked in the entire box and the kit was missing. I had offered to have another hanging kit sent out that day. You had refused the offer and requested a refund for the hanging kit. I refunded the hanging kit that day. There was no mention of any reflector damage at that time.
If there is damage to an order during shipping, we offer one of the following solutions. Either A damage claim would be filed with Fed EX, replacements sent or a discount offered.
Please send us pictures of the damage or give us a call. Once again, we are sorry if any damage was caused during shipment.
We have taken steps to improve shipping methods as well.

Sincerely,
Anthony Concialdi
Reef Exotics

[tinknocks]

The thread has nothing to do with the fact that I left a phone message, and sent you an email regarding the matter. You should have responded to me personally, not to this thread (for you to save face).

[Pseudo69]

I have had nothing but great experiences with Tony and his products and will continue to purchase items from him.

I find it amusing that you dont even want him to answer your posts or concerns in his own forum badmouthing his service. even when you said that " funny he doesn't even reply to this thread"...

[PatMayo]

So far Tony has been very responsive to my needs. I've had some Tunze 6055's on order for a long time. I think they shipped last week. I have some other things that I bought as well but they have been sitting as they are all for the 6055's. Tony seems very repsonsive to my needs.

I'm sure what you have experienced is an anomolie.

I'll keep you guys posted how the 6055's work once I get them.

I have never had any Tunze products before so I may be calling on Tony to help me with these.

Anyway, no beefs from me and I expect none going forward.

Regards,

Pat

[tinknocks]

<a href=showthread.php?s=&postid=9839631#post9839631 target=_blank>Originally posted</a> by Pseudo69
I have had nothing but great experiences with Tony...

[violation]

[Gen21]

Hello everyone...

I have ordered a few Lumenarc III reflectors from Tony.. and every reflector arrived very well and really the international shipments are very complicated..

I know that somebody of the people who works with the shipping companies could drop, leave, hit or something else the packages and we cant to say "bad packing from..." we arent a package and we dont know how much hands passed through until we receive our packages...

Im from Mexico City and Im very comfortable buying with Tony...

Greetings from Mexico City..
Victor H.
Gen21

[dtm]

<a href=showthread.php?s=&postid=9982672#post9982672 target=_blank>Originally posted</a> by Gen21
Hello everyone...

I have ordered a few Lumenarc III reflectors from Tony.. and every reflector arrived very well and really the international shipments are very complicated..

I know that somebody of the people who works with the shipping companies could drop, leave, hit or something else the packages and we cant to say "bad packing from..." we arent a package and we dont know how much hands passed through until we receive our packages...

Im from Mexico City and Im very comfortable buying with Tony...

Greetings from Mexico City..
Victor H.
Gen21

good point, but...........you should be doing everything you can to ensure that the product gets to the customer unscathed. Try to anticipate that the package is going to be thrown around, dropped, etc....

I just dont think that piling ballasts, etc.... on top of reflectors is a great idea.........maybe hes changed his packaging method since this mishap??????