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View Full Version : My final order from Aqua Cave


SPS_77493
12/03/2011, 12:23 PM
I'm so disappointed with Aquacave. I completed my order which was well over $500 on the 11/26/11 and as of today (12/03/11) still don't have the tracking number. I was patient because I knew it was a busy time of the year but it seems like Aquacave does not have the product and don't even tell the customer that it's not in stock.

I do have a account with you guys and spent well over $2,000 in less than 8 months with Aquacave.

In case you want to know who I'm am. My order number is 61082. You have my email address and my cell so let me know the status of my order. I gave up on calling you guys.

I will not order from you guys again...Thank you.

James77
12/03/2011, 12:36 PM
Seems to be a pretty common problem this year. Im usually a supporter of them as well, but it gets hard to come up with a reason for such delays. 2,3 or even 4 days after would be somewhat reasonable. But to go the entire week after with no shipping or at least some communication is ridiculous.

I ended up going with another retailer this year, and had a tracking number the day after Thanksgiving, and the order was placed on Thanksgiving.

trhaynes
12/04/2011, 10:48 AM
I had a similar problem with them a few months ago. I ordered a pump and did not hear a thing from them for 6 days until I called them. When I asked where my order was they were rude and told me I would get it in a few days once they recieved it. I think it is wrong to sell stuff you do not have in stock without letting people know upfront! That was my first and last order from them!

SPS_77493
12/05/2011, 12:01 PM
Got my tracking number. Problem resolved.

Thank you Aquacave.

chrisv
12/05/2011, 07:36 PM
yeah, what can be said, these guys are pretty much the worst. Par for the course. Incredibly rude with no regard for the customer. Its not at all surprising that they have such a bad rating with the better business bureau.

jbliss
12/15/2011, 07:22 AM
I agree, I was sent a pump with damage and they said I did it even though the was a 1 hour return. when I got it.

jayinh
12/15/2011, 05:02 PM
I did like 3 orders, all of which had problems. the common ones with A.C. ....no tracking, no phone call, no email, no answering of phone and no item in stock after i paypal for it!

there is a sponsor here that has top notch customer service and i now only order from them...BRS

AquaCave
12/16/2011, 03:09 PM
Jayinh,

Please give me your invoices for me to look into your orders. We apologize in advance with regarding your order

AquaCave
12/16/2011, 03:21 PM
Jbliss,

Please call us as soon as you are able for us to figure out what happened with your return. Thanks. Enrico

AquaCave
12/16/2011, 03:27 PM
trhaynes,

Please give us your invoice number for us to identify what happened with your order. Thank you.

AquaCave
12/16/2011, 03:29 PM
chrisv,

Is there something we can do to help resolve your issue?

AquaCave
12/16/2011, 03:30 PM
sps 7793,

Thank you for stating that your issue was resolved.

jayinh
12/16/2011, 06:32 PM
Jayinh,

Please give me your invoices for me to look into your orders. We apologize in advance with regarding your order

thanks but...no thanks, 3 orders went bad and i have since found a better sponsor to order from like many others here.

chrisv
12/16/2011, 06:36 PM
Isn't it amazing how we all bought from these guys because we heard about them on here and now we all get to help to keep other people from making the same mistake?

Jayinh is right... ANY of the competitors will match the AC prices so why not buy from people you can trust.

Karma: it never favors the short sighted.

chrisv
12/16/2011, 06:41 PM
chrisv,

Is there something we can do to help resolve your issue?

No, you had your chance. We talked about it this spring. You told me my $800 order was insignificant to you-- not worth fixing.

wvreef
12/17/2011, 04:01 PM
I sure am glad I looked at this thread....myself and another were going to place a very large order with them but will go else where.....thanks for the info fellow reefers

Picano
12/17/2011, 05:42 PM
Wow, this also makes me change my mind. Thanks guys.

jcw
12/17/2011, 06:39 PM
No, you had your chance. We talked about it this spring. You told me my $800 order was insignificant to you-- not worth fixing.

I'm laughing and crying at the same time.
Ouch.

needmore-reef
12/18/2011, 06:37 PM
I'm reading this thread and it sounds like we've had much different experiences. I will agree that the phone goes unanswered, but if you leave a message they call you back.

I used to order from Custom Aquatics but it seems that items are never in stock.

I have made a dozen orders with AquaCave and have had two issues

I received the wrong light bulb 6' VHO, I let them know they sent a new one quickly from local wholesale co. in town. and I kept the other for back up.

Maxijet 1200 PRO had an impeller issue. again the local wholesale co. ReefH20 sent a new one on their behalf.
Josh

AquaCave
12/19/2011, 01:52 PM
Hi Everyone,

Please do not hesitate to call us at (847)775-0640 if we could be of any assistance.
Thank you.

MGM_
12/24/2011, 06:49 AM
My order went fine and support is abt 50-50 getting back to me. Ordered a booster pump w/psw. PSW went out after 3 weeks. 7-10 emails to aquacave, 3 phone calls to aquacave, 3 phone calls to Aquatech (Aquacave directed me to aquatech support) I finally received an RMA number to return and sent it in. Almost 3 weeks later I have still have not rec'd replacement. It is a 25.00 part! I have since purchased a replacement as I need the switch! If I ever get the replacement I will use it as backup. Thankfully it was not a pump or something expensive. When I have a defective component I don't have time to call multiple times then speak to their vendor when I have a tank full of livestock waiting for a needed component.

Roggio
01/12/2012, 02:12 AM
There's a good explanation to this; it will also explain why it only happens on some orders.

The tracking numbers and the email are automatically generated. However, if you order a product that is not in stock they immediately have it shipped from the manufacture. When shipped from the manufacture- there's no tracking number generated.

When you have issues like this arise; call and speak with Albert. I always have my orders arrive in a timely manor.

Alex T.
01/23/2012, 11:21 PM
I sympathize with the people in this thread that have had issues with Aquacave.

I have actually had nothing but good experiences with this vendor over the years. A few days ago I had a question about a skimmer's availability and was told that they would call me back to let me know how long it would be since they had none in stock. The call was received within the hour and I was treated courteously and professionally. I didn't like hearing that it was back ordered and would be up to 6 weeks, but they don't make them...they sell them when available. Honesty trumps my impulsive "gotta have it now" nature anytime, and I can respect that. They could have easily said that it would be a couple weeks, taken my money and let me sit waiting.

I've ordered many bulbs, ballasts, skimmers and other high ticket items over the years and never had any issues receiving tracking numbers of my shipments, poorly packed goods or rude service and comments like the ones I'm reading here. In fact, everything I've received from them was timely and well packaged. Anytime I've called, I've always been able to get through. Someone stated in a previous post that they are going to give their business to BRS. Just last week I wanted to order some of their Eco Rock and had some questions and wanted to request certain sizes. I was on hold listening to music for over 13 minutes. Yes, I looked at my watch and remembered. I hung up. Marco Rocks got my business...not BRS.

Again, I feel for the ones that have had bad experiences, but from what I've encountered I would not be hesitant in dealing with them again. Sometimes only the bad experiences see these types of posts, but I think it's only fair to the vendor to list the positive ones as well. In fact, most importantly, about a year ago I was in the market for metal halide reflectors and wanted the Lumenarc minis for the price point they offer. They didn't have any in stock and said that they wouldn't have them for a couple months. They offered me the Lumenmax Elite reflectors for the same price, even though they are $30 more per reflector. If that's not taking care of a customer then I don't know what is.

And no....I do not work for Aquacave.

JGard911
02/09/2012, 01:11 PM
I ordered a Neptune Systems product from Aqua"scam". My order was paid for instantly thru Paypal. I then started receiving emails from them indicating that my order would not be processed until I advised them if a delay of 3-5 days in processing the order was acceptable. I kept getting these email 8 days after I placed my order !! That made a lot of sense.

So basically they charged my credit card, and then started sending me emails asking me if I wanted the product.

Eventually got my money back thru Paypal.

AquaCave
02/09/2012, 01:21 PM
James,
Thank you for your feedback.
Please note that after sending these emails we have not hear back from you. Some customers prefer not to wait and cancel the order. Others are OK with the delay.
You did not reply to any of our emails so we did not know if you want to proceed with your order.
All you needed to do is to email us back with "ship it" or "cancel my order" note. We can not make that decision for you. Unfortunately you decided to ignore all our emails.


Albert
www.aquacave.com

James77
02/09/2012, 02:26 PM
So basically they charged my credit card, and then started sending me emails asking me if I wanted the product.
Eventually got my money back thru Paypal.

Did you ever.....respond to those emails? Sometimes popular items go on backorder, happens to every company at some point. Some shopping carts charge automatically, again, plenty of stores do this.

Roggio
02/09/2012, 08:10 PM
James, what would you expect? You payed through a third party and Aquacave inquired about the wait time. What would you have done different? Most venders wouldn't bother; you would just receive a generic message like, they're on there way." save your cute nicknames and slander for the companies that deserve it.

James77
02/09/2012, 08:16 PM
Its just an irritating mindset that people have that if their order is charged instantly, as alot of shopping carts do, that it should be instantly shipped. If the above poster did not even bother to return an email from aquacave asking what he wished do do with a backordr, how can you fault them for that. He actually just let the emails pile up, then files a PP claim? I dont get it....

What would I have done? Well I know since it has happened before with other companies. I will usually reply that its cool, Ill wait a few days for the order. If I really need it or the BO is too long, I simply ask to refund the order and I find another place. As pain free as it could possibly be :).

chrisv
02/09/2012, 08:30 PM
it sounds like a lot of these issues could be solved if the company kept an active up to date inventory and did not sell things that they do not have on hand. give that we live in a world of electronic inventory systems and electronic sales, this should be incredibly easy to manage.

Its simple. Dont offer for sale an item that you do not have. Don't take money for an item you cannot deliver. These are basic "right from wrong" lessons that most children learn when running a lemonade stand on the street corner.

chrisv
02/09/2012, 08:31 PM
it sounds like a lot of these issues could be solved if the company kept an active up to date inventory and did not sell things that they do not have on hand. given that we live in a world of electronic inventory systems and electronic sales, this should be incredibly easy to manage.

Its simple. Dont offer for sale an item that you do not have. Don't take money for an item you cannot deliver. These are basic "right from wrong" lessons that most children learn when running a lemonade stand on the street corner.

Gundo5000
02/09/2012, 09:32 PM
Ive spent over $500 with AC in the past month and have had excellent service. What i did was call and make sure everything was in stock, and then ordered over the phone. Both times I got my package within 2 days... Sorry this happened to some of you but I never trust the inventory to be up to date online. Just call to place the order in the future...

James77
02/10/2012, 07:21 AM
it sounds like a lot of these issues could be solved if the company kept an active up to date inventory and did not sell things that they do not have on hand. given that we live in a world of electronic inventory systems and electronic sales, this should be incredibly easy to manage.

Its simple. Dont offer for sale an item that you do not have. Don't take money for an item you cannot deliver. These are basic "right from wrong" lessons that most children learn when running a lemonade stand on the street corner.


Not every company has an up to the second cart system, not is is feasible for them to incorporate one. Aquacave did zero wrong here, items go on backorder all the time all over the world. They emailed the buyer, who seemed to refuse to answer several emails. Then the buyer files through PayPal to get it resolved. How about communication 101 and responding to the emails?

JGard911
02/10/2012, 09:27 AM
Your missing the point.
They were continuing to ask me if a 3-5 day delay was OK, 8 days after the order !!! If they had just processed the order, I would have had it by the time they sent the email.
Your acting like 3-5 days is a lifetime. If I don't pay for expedited shipping, like i didn't in this case, I wouldn't have even noticed 3-5 extra days.
So MAYBE it is appropriate to try and confirm shipping times if someone has paid for expedited shipping.

Also
Dont charge my credit card and then ask if I really want the product.
If you want to hold off charging my credit card before you get confirmation on my order, that is fine. But by accepting a payment, you HAVE already processed the order !!!
No excuse about 3rd party billing.

I just ordered it from Premium Aquatics. Same "drop ship" policy. They just simply note that some items are drop shipped, which may cause a 3-5 day delay, on the products which this affects.

Maybe Aquacave (note no "scam" reference) was trying to do what they felt was in the best interest of the customer. But I'm telling you to do something different.

James77
02/10/2012, 09:39 AM
They were continuing to ask me if a 3-5 day delay was OK, 8 days after the order !!!

Did you ever answer any of their emails from the 1st day to the 8th day?


Dont charge my credit card and then ask if I really want the product. .

They were asking if you were going to mind waiting until the product comes in. What is the big deal, just say yes or no!

JGard911
02/10/2012, 09:56 AM
Their emails orginally went to my spam folder. But I just checked them.
I ordered and paid for my item on 1/31/2012 9:45:03 A.M. Eastern Standard Time

The FIRST email I got asking me if I really wanted my order was sent on 2/3/2012 6:01:45 P.M. Eastern Standard Time

That was already 4 days later !!!!
Hmmmmmm Again 3-5 days was already over !!!!

JGard911
02/10/2012, 09:57 AM
...

James77
02/10/2012, 10:32 AM
The FIRST email I got asking me if I really wanted my order was sent on 2/3/2012 6:01:45 P.M. Eastern Standard Time

That was already 4 days later !!!!
Hmmmmmm Again 3-5 days was already over !!!!

DID YOU REPLY TO THE EMAIL BEFORE YOU USED PP TO GET YOUR MONEY BACK?

Why can you not simply answer if you replied to their email or not?

AquaCave always takes 2-3 days to process an order, they are not the fastest with that end. So when they processed your order a few days later on 2/3, it was backordered and they sent an email to you asking if you minded waiting for it. I am assuming by your unwillingness to answer a simple question of if you replied or not that you did not reply back with an answer. Had you actually -GASP- replied that you wanted the item, it would have shipped out a few days later when they were restocked. Or you could have replied and asked to refund, and AquaCave would have refunded you.

Whatever, move on from the company. But to say they scammed you is pure nonsense.

JGard911
02/10/2012, 12:01 PM
Whatever, move on from the company. But to say they scammed you is pure nonsense.

Bottom line.
Took 4 days to tell me its gonna take another 4 days to send my order after already charging my credit card.
Your right. Already moved on from the company. I have spent over $5000 on my tank. This $49 order wasnt that big of a deal.
Just trying to point out a poor business practice.

Why can you not simply answer if you replied to their email or not?

On 2/4/2012 8:29:49 A.M. Eastern Standard Time I responded
"3-5 days is acceptable, as long as you have not been holding up my order, waiting for my response to your email and those 3-5 days are already over. (Today is the 4th day since I ordered it on 1/31/12)"

and on 2/6/2012 10:37:57 A.M. Eastern Standard Time
ANOTHER 3 days later, I got this email
"Before we will process you order we need your agreement to the delay.
Please let me know how to process your order and also let me know if the 3-5 days delay is acceptable"

AquaCave always takes 2-3 days to process an order.

and they DONT take 2-3 days to process an order. They get paid INSTANTLY.

James77
02/10/2012, 12:11 PM
By the way.
On 2/4/2012 8:29:49 A.M. Eastern Standard Time I responded
"3-5 days is acceptable, as long as you have not been holding up my order, waiting for my response to your email and those 3-5 days are already over. (Today is the 4th day since I ordered it on 1/31/12)"

and on 2/6/2012 10:37:57 A.M. Eastern Standard Time
ANOTHER 3 days later, I got this email
"Before we will process you order we need your agreement to the delay.
Please let me know how to process your order and also let me know if the 3-5 days delay is acceptable"
.

There you go......Now it falls onto AquaCave for dropping the ball and not following through. You could have easily pointed out that they failed to respond after you replied to their email. It would still be up to whether or not they had the item instock, not all companies have control over that. AquariumSpecialty comes right to mind where that happened to me, though they are faster to respond and let people know than AC is.



and they DONT take 2-3 days to process an order. They get paid INSTANTLY.

Yes, they DO take 2-3 days to process an order. But I am not about to digress into semantics with you. When you place an order through some shopping carts, they charge immediately and forward the order to picking and shipping. You used PayPal, THEY process and send the payment immediately...just as AquaCaves shopping cart system would.

JGard911
02/10/2012, 12:24 PM
Suggestion to Aquacave.

1. When someone places an order, assume they want it.

2. Don't charge a credit card until the order is shipped.

3. Clearly note on the website if an item is backordered or is a "drop ship" item and there will be a delay in processing the order. That way you already know whether or not they are willing to wait for an order.

4. Only question an order if someone has paid for express shipping and clearly wants the order in a hurry.

5. Hire James77, unless he already works for you.

James77
02/10/2012, 12:38 PM
5. Hire James77, unless he already works for you.

Predictable as they come. Never heard that one before when I inject some common sense into something.

JGard911
02/10/2012, 12:39 PM
Predictable as they come.

Customer is ALWAYS right

James77
02/10/2012, 12:43 PM
Customer is ALWAYS right

Wow, never heard that one before either :rolleyes:

What a perfect phrase for any customer to think they can get whatever they want out of a compnay. It is a BS phrase and is so over used and abused it is a joke. A business should go well out of its way to make someone happy, to their best extent. But the customer is not always right. Having dealt with manty customers ranging from retail to construction, I can tell you that ;)

JGard911
02/10/2012, 12:47 PM
On Thursday, February 09, 2012 3:01 PM I sent the following email to Premium Aquatics .
"I am looking to purchase the NEP-IOBREAKOUT Neptune I/O Breakout Box . Can you tell me if the ones you have in stock are the "old" style with spring clips or the "new" style with screw terminals?"

On 2/9/2012 3:04:41 P.M. Eastern Standard Time I got this response
"At this time, we have been drop shipping all new orders for IO breakout boxes direct from Neptune, so you would get the newest version they have available."

4 MINUTES LATER !!!
Now THAT is customer service

James77
02/10/2012, 12:49 PM
4 MINUTES LATER !!!
Now THAT is customer service

Yes, and I'll agree :beer:

Look over my past posts about AquaCave and other companies. I think AC is great, they have some of the best prices and until recently had 5% off anything. They had the lowest prices I could find. However, they are slow on the shipping side, and communication could be alot better. They are what I would call a very good company. But scam....nope. Go look at someone like AquaCon if you want real scams.

Premium Aquatics and others I wont mention is a spnsors forum are what I would all excellent.

JGard911
02/10/2012, 01:03 PM
Go look at someone like AquaCon if you want real scams.

I will add another company to the list of real scams: AbsolutelyPets

I guess part of my frustration with Aquacave was dealing with AbsolutelyPets. I ordered an automatic fish feeder from them thru Amazon.com at a very good price, and then for 2 weeks got a "damaged in the mail and it was the last one in stock at that price" excuse. Amazon.com eventually matched the price, because the customer is ALWAYS right :spin3:.

So MAYBE Aquacave isnt a scam. But they still should read my suggestions above.

albano
02/10/2012, 01:07 PM
What a perfect phrase for any customer to think they can get whatever they want out of a compnay. It is a BS phrase and is so over used and abused it is a joke. A business should go well out of its way to make someone happy, to their best extent. But the customer is not always right.
+1000 ... only thing better is when someone wants to 'quote' me, the law! I show them the door!

JGard911
02/10/2012, 01:23 PM
+1000 ... only thing better is when someone wants to 'quote' me, the law! I show them the door!

Guess you are either not in a very competitive industry, or are independently wealthy.

and if I felt I was right, when I quoted you the law, and you showed me the door ... I'd show you a door also ... to the courtroom ...

its not about the money ... it's about what is right ...

I recently made the Dunkin Donuts at Foxwoods give me a free breakfast sandwich .. a whole $3 worth .. because the price they were charging at the register was different than the price they had posted .. and they KNEW it .. I did this 2 days in a row ... because they were too lazy to replace a number on a sign ... a month later the price still hadn't been changed .. but they lowered the price at the register to match the sign ... anyone eating breakfast sandwiches at DD at Foxwoods can thank me for saving them 55 cents !!

James77
02/10/2012, 01:59 PM
Guess you are either not in a very competitive industry, or are independently wealthy.

and if I felt I was right, when I quoted you the law, and you showed me the door ... I'd show you a door also ... to the courtroom ...

If you had a legitimate complaint(not referring to AC right now) then absolutely you should drag it to court. But the customer is not always right. It is a phrase that can be used to extort something completely unfair out of a business or person. By continuing to do such and positively reinforcing that irrational business tactic, it just further adds to the problem. Theres a very small percentage of completely irrational people when it comes to everyday life, I refuse to even deal with them and I can spot them very quickly early on. Just like Amazon or any website negative reviews....you can easily spot legitimate poor reviews due to faulty products or a horrible company and those from customers that are totally irrational. I just scroll right by the obvious irrational ones because they mean nothing to me. If I have tried everything within reason to make a customer happy, and they are still not, I politely tell them to take their business elsewhere....I would not want them as a csutomer anyways. When I see totally rude or jerky people here on RC I block them as I do not wish to deal with them in the future.

I work is a few very competetive fields, and I love the competition. But there are many times where the customer is dead wrong and following what they want or demand would get me in serious trouble with laws that even I question, but must follow. I have had people flat out tell me they dont want it done my way because it does not matter, and I walk. But it is a different are than retail.


its not about the money ... it's about what is right ...

I recently made the Dunkin Donuts at Foxwoods give me a free breakfast sandwich .. a whole $3 worth .. because the price they were charging at the register was different than the price they had posted .. and they KNEW it .. I did this 2 days in a row ... because they were too lazy to replace a number on a sign ... a month later the price still hadn't been changed .. but they lowered the price at the register to match the sign ... anyone eating breakfast sandwiches at DD at Foxwoods can thank me for saving them 55 cents !!


Then they are idiots at that franchise shop and I would notify the national chain if it bugged me that much. What would have been right is paying the correct price, not a free sandwich. Mistakes do happen, and I do not know how fast I would expect dunkin donuts workers to fix something.

albano
02/10/2012, 02:42 PM
and if I felt I was right, when I quoted you the law, and you showed me the door ... I'd show you a door also ... to the courtroom ...

Just to clarify...99.9% of people 'quoting' the law, have NO clue! In regards to my business, I DO know the laws!... ADVANTAGE:albano!


FWIW... I prefer Mohegan Sun, and Krispy Kreme

Reefers4Life
02/19/2012, 12:40 AM
Man it's time to close this usless thread.