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jman77
10/31/2008, 11:09 PM
Hello DF&S ,

Well the EcoCube (from Order N9614284) I ordered on Monday didn't even make it to my house :( I figured FedEx had destroyed the thing since it wasn't delivered today , a the 3 other boxes from the same order did. Man does it suck to bring up the tracking for the item you have been waiting for all week and read "

"Unable to deliver shipment, return to shipper - Damaged in transit "

Do you know when the replacement will ship ? I'm looking to setup the EcoCube as soon as i can.

dfs/la2
11/01/2008, 08:20 AM
jman77,

Thank you for your order and post. We sincerely apologize for the damaged package. We have placed a reshipment order #19899226 which will ship on Monday 11/03.

Please let us know if you need any further assistance. Again we apologize for any inconvenience this may have caused you.

Pat S.
Technical Support
Drs. Foster and Smith (http://www.drsfostersmith.com)

jman77
11/06/2008, 04:23 PM
Well , Update on shipment # 2.

Around 4:40 pm eastern I hear the FedEx truck rolling up to my house, excitement set in because I knew the EcoCube was in the truck …. shouldn't have gotten excited :(

As soon as got a view of how the tank was package I started getting nervous as hell. Especially since I heard things rattling around when the FedEx guy took the box down off the truck .

Picture of how it was shipped.
http://i185.photobucket.com/albums/x239/methodkey/HowTankWasShipped.jpg


Ok , I think to myself, calm down , it might be ok. The FedEx guy brings in the box, I said hi , he goes to hand me the little pda thing so I can sign , but before he's able to get it close to me I take my first swipe with my knife at the packing tape and he freaks out “ Wait, you can't open until you sign for it.” . I tell him ok, I wanted to check the box first , so just in case it was damaged he could take it with him, Fedex Guy, “ I understand, please sign” . Ok, so I sign for it, and finish opening the box. This is how it looked...

Wow, I got lucky, or did I
http://i185.photobucket.com/albums/x239/methodkey/opening.jpg

FedEx guy see's I'm happy , I'm like , ok cool , it's ok. He starts walking back to the truck.

jman77
11/06/2008, 04:25 PM
That's when I take another look.

What's this .

http://i185.photobucket.com/albums/x239/methodkey/whatsthis2.jpg

and this ?

http://i185.photobucket.com/albums/x239/methodkey/damage.jpg

OH man, this is when I start having that feeling that I was right ….


So, unwillingly I pull off the cardboard on the sides ….

Right side first

http://i185.photobucket.com/albums/x239/methodkey/RightSide.jpg

Then left,

http://i185.photobucket.com/albums/x239/methodkey/LeftSide.jpg

This all happened rather quickly, the FedEx was still not in his truck so I ran outside and told him to wait , that it was damaged. He comes back in and I tell him if he can take it back with him , he says no, I already signed for it. I was like, that is why I wanted to check it first, he says he's sorry that I will have to call the company that I purchased it from. I couldn't believe that response, but was like ok, bye. He leaves,

Ok, so I rip off the complete back cardboard to reveal this.

http://i185.photobucket.com/albums/x239/methodkey/damage1.jpg

http://i185.photobucket.com/albums/x239/methodkey/damage2.jpg

Destroyed :(

I called CS and are shipping another one, double boxed, hopefully this one makes it. :(

dfs/la2
11/06/2008, 04:43 PM
jman77,

Thank you for your post. We sincerely apologize that the Eco Cube arrived to you in such poor condition. We appreciate you contacting us immediately so were able to reship a new one out to you right away. Please let us know if you have any further problems.

Michelle L.
Live Aquaria (liveaquaria.com)
Drs. Foster and Smith (drsfostersmith.com)

dfs/la2
11/07/2008, 12:04 PM
jman77,

Thank you for your post. We appreciate you bringing the problems with the packaging of the EcoCubes to our attention. The packing of this product is being changed to help reduce the possibility of damage incurred during transit. We do apologize for the problems that you experienced.

Dallas R.
LiveAquaria (http://www.liveaquaria.com/default.cfm?siteid=20)
Drs. Foster & Smith (http://www.drsfostersmith.com/)

scott058
11/07/2008, 12:10 PM
You know IME FEDEX usually sucks when shipping that sort of thing. DFS has always been great with me as far as standing by their stuff with outstanding customer service. Thats why I buy from them. They always make it right

jman77
11/07/2008, 04:20 PM
"DFS has always been great with me as far as standing by their stuff "

Ditto , I've been purchasing stuff from DF&F for a long time, and will continue to do so .... not only do they have great prices, but their Customer Service is something that other companies should model theirs by.

Michelle actually called me this afternoon, Top Customer Service !

How they handle situations like these is why I decide to continue to purchase from them, as well as recommend them !

jman77
11/12/2008, 05:42 PM
Michelle ,

I sent you some Emails, please read them , thanks

jman77
11/20/2008, 11:21 AM
The tank came in last night and it was in perfect condition!!!!!! Thank you DF&S and especially Michelle for the EXCELLENT Customer Service you/she provided.

As long as I'm I have pets, you will have a customer !

Will post the pics tonight :)

BTW , the way they double boxed this tank was perfect. The sad thing is though, that the outside box had a gouge that actually broke into the open space between the boxes.... this was right next the word FRAGILE . I guess the FedEx guy thought he was reading EXTRA Ruggedized in in a different language. Needless to say this tank would have been toast as well if it weren't for the double box shipping method.

Thank you !!!!!

dfs/la2
11/20/2008, 12:47 PM
jman77,

Thank you for keeping us updated on your replacement shipment. We are happy that the tank arrived in good condition and look forward to seeing any the pictures you have to post.

You are a valued customer and we appreciate your patience while we resolved this matter.

Please feel free to contact us with any other questions or concerns you may have.

Joyce F.
LiveAquaria (http://www.liveaquaria.com/default.cfm?siteid=20)
Drs. Foster & Smith (http://www.drsfostersmith.com/)

jman77
11/24/2008, 08:51 PM
Pic's posted on the Nano Forurm :)

http://www.reefcentral.com/forums/showthread.php?s=&postid=13810649#post13810649

rroselavy
11/28/2008, 11:41 PM
I also echo the favorable comments regarding DFS's great customer support.

I was surprised to see the original packaging of the Ecocube. There is no way a rimless glass tank is going to survive UPS or FedEx with just two layers of cardboard separating the tank from a 1 foot drop, the edge or corner of a loading dock, or even a sharp kick of a boot. IME, "Fragile" and "This End Up" are not recognized by these shippers. It is great to see it is now double-boxed with corner foam and two inches of buffer. Makes a LOT more sense.