Bad experience at LFS (long post, sry)

[Eardison]

Hi all, I’m fairly new to SW and after about 4 years with a 20G FOWLR tank, I finally decided to move up a little and get into something bigger. I'm not rich by any means, so spending this kind of money was a huge decision, but I just knew I’d be happy with everything in the end.

Anyway, after shopping around for weeks I decide to purchase a 75 AG with stand and canopy from Marine Warehouse on Hillsborough. It was pretty much just what I wanted. I also bought a skimmer, 260w PC Coralife retro light kit, Mag 7 pump, Berlin style sump, sand, etc... We picked out the whole setup. I planned on returning to finish the tank off once I had all the basics setup at the house. The sales guy Dave (this is the only name I’ll mention because he was really pleasant to work with) set me up with everything I wanted and scheduled me to pick up the goods a few days later once everything arrived.

I show up at the store and the first thing I notice is that the tank isn’t the tank I ordered. I ordered a tank with the overflow on the back; this one was in the rear left corner. I said something to the guy loading the tank and he replied “Oh, I know.. I couldn’t get the other model in”. Ok.. A call would have been nice. Maybe a heads up? They could have asked me if I wanted something I didn’t order I would think. Well, I was there, I live an hour away. I guess it wasn’t so bad, so it gets loaded… Not exactly what I wanted but I was so eager to get it all home, and so turned off thinking about driving in that traffic again, I just accepted it. By the way if you were wondering, I don’t like the way it looks now. You can see right into the overflow from the side and it looks tacky. I would have rejected it if given a second chance.

I get everything home and start unpacking. The canopy is broken in one corner. I call and they apologize and offer to replace it with the floor model since they have no other canopy in stock. I was told the floor sample was in good condition. I get there the next day and it was marred and it just didn’t look good. While I'm there, I ask about how the retro light kit fits in the canopy. Come to find out it would have to be installed so that when I lifted the canopy lid, it would shine directly in my eyes. I wasn’t happy with that.. So, the guy says “what you need is a Satellite lighting system and glass tank covers.. He took it out of the box to ensure the light fit in my canopy and it did! Sounded good to me so I purchased the new light system and glass covers. I was told the new canopy would be in on Tuesday…

In the mean time, the glass covers didn’t fit my tank. One fell through and the handle broke. I'm pretty frustrated at this point. I grab the plastic spacer off of my 20G glass top and rig the tops to stay in place, unpack the light and add the sand and water to start my cycle. Looks good at this point! Well, except for the skimmer collection cup is leaking back into the sump. I took it out for a return as well..

Tuesday rolls around (today) and I drive the one hour to Marine Warehouse with the original retro light kit (remember, I bought the new Satellite light the guy said worked better with my setup) and the skimmer to return. I was pretty happy. I was getting a new skimmer and I was getting my canopy and finally the fiasco would be over. On the way there it dawns on me that the fan, air intake and power switches are on the sides of the new light I bought. That would never work with my canopy! The light would overheat.. I arrive and Dave is there to wait on me. Being the nice guy he is, he explains that the Coralife PC all in one model is the right one because the fans and intake are on top with the switches in the back. He didn’t know why the other guy would have recommended the other light. Makes total sense!! Oh, and the glass top the other guy sold me was the wrong one too. I'm somewhat upset at this point. Three trips so far to get what should have been recommended and received right off the bat. Dave assures me they will replace the glass top with the correct model.

OK, I buy the third light, more sand and pick up my canopy… All the while planning to go back on Saturday to buy a load of LR and exchange my glass top. I pull out of the parking lot and it hits me.. The box for the second light!!!! I bet my better half tossed it (obsessed with clutter, nothing has a chance after two days)!!! I call home and sure enough, the trash pickup was today and they had already been there. To avoid another hassle, I pull over and call Marine Warehouse to ask if a missing box would be an issue… The man I spoke to was fairly curt and said it would be a problem since they couldn’t sell it without a box. I do understand his point, but come on, YOUR sales person recommended it, took it out of the box and told me it was the right light for my set up 5 days ago. I’m somewhat of a novice here.. I was looking for guidance! I took his word for it and spent the almost 300.00. Not to mention the 4 1.5 hr trips (traffic varies), gas money, broken skimmer, broken canopy, wrong tank, and wrong glass tops. ARGH!!!

I brought it back in to the store, told the guy I couldn’t believe the sales person recommended the light fixture when it wouldn’t work with a canopy. He didn’t seem to care much. I returned the light and the two bags of sand I purchased. I was so angry I could have just spit. :mad2:

Now, I'm stuck with a canopy that I can’t use with the light they told me would work with the setup. I could return the canopy, but I don’t like the open top look too much. I can’t return the light without the box. I guess I could cut out the canopy to give me access to the power switches and to let the fans breath, but I don’t want to cut up my brand new canopy! I’m just soo frustrated at this point. I will go back this weekend to return the glass top, but I will never shop there again.

I don’t recommend this store, especially if you’re just getting into SW or if you need advice. If you MUST shop there look for Dave. He seemed to be the only person that was concerned with my multiple trips, leaking skimmer, broken canopy, wrong tank, wrong glass top, wrong lighting suggestions and bad advice.

I'm not trying to be vindictive or revengeful here. I'm not that type of person. In fact I feel bad posting this message. However, I do want to give warning to those who expect good customer service. In short, I'm out the almost 300.00 because I need to go buy a new light.

If anyone happens to have a box for the Satellite 48” 4x65 PC light fixture, I’ll gladly take it off your hands. I’ll even give you a little cash for it!

[luminary]

Sorry to hear about your frustration. Unfortunately, it doesn't surprise me. I haven't stepped foot in that store in several years and I'll never go there again. Time to find another store.

Heck, at this point I'd probably return the whole damn setup (except the light since they already said they won't take it back). The canopy was messed up and the tank wasn't what you ordered. Why dump that kind of cash and not get what you want?

Maybe you could resell the light fixture? You might get some bites in one of the selling forums.

[markandkristen]

im sorry to hear about your experience. eardson. that is just plane wrong. im in your boat when you talk about not having that kind of money to spend everyday. just a heads up on the corner overflow. i have that one on a 90 and love it. while it it tacky for looking on that side. i enjoy aquaskaping it better than the one that is in the middle. i would go and speak with the manager and let him know exactly what happened. if hes not willing to take the light back then i would def. let this forum run to show thier customer service skills. i used to drive thier from lakeland until i started relaying prices and thier higher than lakeland on just about everything. i can get clams , fish, etc. cheaper here go figure.

[slb11106]

i got all of my setup there also and got lucky enough to have dave help me also. he is the only one that knows his stuff. all the rest are too high to know there own names. however i did get lucky that i do love my setup (except they sold me the satalitte, i think is not adaquite)

i still go there for some stuff, they have a nice selection of fish, but i do alot of window shopping there.

a great place to go is about 6 minutes to the west of there in oldsmar called "fish and other ICHTHY stuff"

105 fairfield st
olsmar fl 34677
813.891.4291

they are extremely helpful and do it right the first time, not to mention they have the cleanest tanks i have ever seen in a fish store...and lots of corals...

[fish_taste_good]

IMO you got robbed.

I wouldn't have taken the tank if it was not what you wanted. They probably sold that one to you since that is what they had in the store already. I would make them right their mistakes.

Luminary is right in saying to return everything you can. As for what you can't return, try selling on eBay or in the sales forum. You may lose some money but you might be better off getting what you want.

I know back in 98 or so, my parents bought me a stand for my old 40 gallon breeder tank from there. I specified to them that I needed one to fit a 20 long underneath, which was my sump.

They bought one from MW after asking the people there if it would fit a 20 Long; which they assured it would. Well it didn't even come close to fitting. After a short hassle, the stand was returned. I ended up building my own.

My final word of advise, buy used. Used tanks are usually dirt cheap and you can get entire setups for a steal compared to retail prices. And if they come with equipment you do not want, sell it and help offset the cost of the equipment you want.

[kabboord]

Stories like this remind me of when I was getting into the hobby. Glad I don't ever have to deal with this kind of stuff anymore.

[tomnmaddie]

It just amazes me the attitudes and the way some employees at LFS have a tendency to look down their nose at someone who is not already a bloody expert.... or seem to be annoyed at a simple question... this is not I repeat not a cheap hobby by any means and the amount of money someone will spend over the life time of a tank is well to say the least Hugh...... So with that in mind you would think they would bend over backwards to help you get started....
Eardison I am truly sorry for your most unfortunate experience and it is not just such given to newbies I have had several reef tanks in the past and been out of reefing keeping for about 5 yrs things have changed greatly since and I have gone asking questions about changes in tech etc.. and gotten the same down the nose look and I don't have time for such questions... I just hope all the LFS realize we the reefers are the ones who supply their paycheck and a little understanding and patience can lead to a life long dedicated customer.. welling to spend hard earn cash.....

well I shall step down off my soap box now ;>)

[poknsnok]

My final word of advise, buy used. Used tanks are usually dirt cheap and you can get entire setups for a steal compared to retail prices. And if they come with equipment you do not want, sell it and help offset the cost of the equipment you want.

Quote from Tripp

Trust Alan, He got a great used tank for a song... (and some xenia)

[Eardison]

Thanks for all of your comments! It's appreciated in insightful. Poknsnok, I probably should have bought used. It was a thought, but I couldn’t find a whole matching set up that was in exceptional condition and after three weeks of looking I was fed up. I bought new. I do have to admit, the price wasn’t all that bad.

Look, I purchased a light on an employee’s recommendation and demonstration. I took it home and used it for the weekend as I was waiting for my canopy. Once I finally received my canopy it didn’t fit.. The store should take the item back.. Especially if I plan on buying a more expensive model!!! I just can’t understand this!! So the box was accidentally thrown away.. Sell it at a 10% discount without the box. Is a satisfied return customer not worth $30.00??

I do have the boxes for everything else. I’d have to drain the tank and do something with the sand, but I should bring it all back. It would be a big undertaking though. I’ve even thought of picketing in front of the store this Saturday, but I’m too busy...

I called the store in hopes to speak to the owner but he is not available until Friday. I guess I will sit here completely frustrated and until then. Once I explain the situation to the owner, I would hope he’d care enough about his business to help me out of this mess.

If all else fails, my sister is an attorney. I told her the story today and she laughed at me of course, but she offered to help. Its only 300.00 but it’s really the principle. I dont want to take drastic measures though. I went in to buy a complete setup and I was given something that doesn’t work together. All I want is my tank!

- Still fired up abou it (as you can tell)

[Eardison]

Oh and slb11106, I plan on going to the store you posted this weekend. Ill just give them my business if the MW owner doesn’t want to deal with me. I've seen positive comments in a few different threads. I still need:

Skimmer
New testing kit
Heater
Rock
Another 40 lbs of sand
I guess a different light because I'm not cutting my canopy
Some friendly advice
Livestock when the time comes

[markandkristen]

to me even if the light is out of the box they should take it back. especially if your buying all the other stuff. if i owned the store i would. i could mark it down like 20 bucks and sell it. and still make a profit on the other stuff your going to buy plus all the people you might send my way. thats if i owned the store. and if someone wants a light bad enough and thats the last one you have in stock. people woould buy it without the box. or they could use it as a display ..

[BillyFSU]

Eardison, sorry also to hear about your runaround. I would also suggest heading to FAOIS. Livestock is top notch. Also, he sells buckets of oolitic sand (I think I bought 50# for 29.99- cannot remember for sure) but its much cheaper than buying the bagged caribsea stuff.

If you want to change your lighting I would suggest a retro T5 kit. FAOIS has the best T5 equipment (I just switched my PCs to T5 and love it).

Good luck

[auntbeast]

Can you specify what light kit you bought?

I'm in the market for a nice light kit, and I don't give two hooey's if it comes with a box.

My birthday is this month and lights are what I've asked for.

[mcox33]

I show up at the store and the first thing I notice is that the tank isn’t the tank I ordered. I ordered a tank with the overflow on the back; this one was in the rear left corner.

____________________________________________________


My other half bought me a 90 gal. for christmas a couple of years ago. I was suppose to be the corner overflow but what came was the megaflow in the middle of the tank. I hate it to this day.

But that really was the only thing available. we still can't get the corner ones anymore. (by the way the stands had not been redesigned yet) so the stand is actually for the corner overflow. A lot of plumbing headaches and I'll never be happy with the tank.
but it is better no tank.

[oceana]

[i] My other half bought me a 90 gal. for christmas a couple of years ago. I was suppose to be the corner overflow but what came was the megaflow in the middle of the tank. I hate it to this day.

But that really was the only thing available. we still can't get the corner ones anymore. (by the way the stands had not been redesigned yet) so the stand is actually for the corner overflow. A lot of plumbing headaches and I'll never be happy with the tank.
but it is better no tank. [/B]

i agree the corner over flow is alot better. iagree that it may look a bit tacky from the side but ite very easy to toss somthing in there thats black to hide all the plumbing. you got a bumb wrap but IMO you will be happy you got the tank you did. I have had several of both kinds and always end up back with a corner over flows

[fish_taste_good]

<a href=showthread.php?s=&postid=6961621#post6961621 target=_blank>Originally posted</a> by poknsnok
My final word of advise, buy used. Used tanks are usually dirt cheap and you can get entire setups for a steal compared to retail prices. And if they come with equipment you do not want, sell it and help offset the cost of the equipment you want.

Quote from Tripp

Trust Alan, He got a great used tank for a song... (and some xenia)

It's funny you mention that and I see you looking for a tank now. Wish i could help you wityh my old 55 but I gave it to my brother since his started leaking. I will ask my neighbor though if he has his old one.

Eardison - do not be discouraged. Not all stores operate this way. I hope you end up getting what you want.

[poknsnok]

i need it back :)

[Eardison]

I am starting to see the charm of the corner overflow.. It gives you a good view of whats going on in there, behind the scenes I guess.. Heh.. I was thinking of finding a black glass sticky thing to stick to the outside so its hidden better. That would allow me to pull it back and take a peek if i wanted.

auntbeast - The light is a Currrent Sattelite 4x65 PC with two moon lights. Its a great light, just dosent fit. Only about 4 days on the bulbs.. I'm not using it now.

[Danz]

That doesn't sound like an all-glass aquarium. All-glass does not supply corner overflows anymore. They only do megaflows. The tank you got sounds like a Perfecto. Still an excellent tank but it could be the reason the All glass 'glass' hoods didn't fit and fell through. Just a thought.

Bring in the receipt and light on Saturday and I'll refund your money for you. I will be in at noon. Ask for Dan.

[Eardison]

Will do Danz, I assume you work. - I will also see what I can do to get rid of this thread. As I said in my first post, I have no intentions of being vindictive or damaging with this post. I simply wanted the store to do what was right and sell me what I need to set up my tank.

[Eardison]

LOL... Last post should have read "Will do Danz, I assume you work at MW...

[Danz]

Yes I work at MW. Just the weekends though. Wife said I was in there so much I might as well get a part time job there. I am one of the managers so I'll take care of it when you come in on Saturday. Thanks, and sorry you went through so much trouble.

Dan

[bugged]

Happy endings are great

[Saliki]

<a href=showthread.php?s=&postid=6974584#post6974584 target=_blank>Originally posted</a> by bugged
Happy endings are great

:D Um ya, and its good he got his problems resolved too! :D

[BlitzK]

hahahah

[slb11106]

that sounds great....let us know if they take care of you.

also, i would check out faois for livestock and other stuff.

good luck

[david8956]

Value of light fixture that can't be used: $300

Value of time, gas, and aggravation in
attempt to resolve the problem: $500

Value of Saliki cracking off color tastless
jokes only the sickest of us got: PRICELESS

[Eardison]

LOL! OK.. Thats comical...

[ichthyman]

Saliki = dirty old man. :D

[Eardison]

Full Metal Jacket ROCKED. Can you believe I JUST watched it about a month ago? I suppose Ill see you tomorrow if ur in.

[Saliki]

People set em up......I jsut knock em down :P

[Eardison]

Little slow here. I just got it.. Gee, thanks for confirming my total disreguard and waste of hard earned cash.. LOL... Well, I guess...

[Eardison]

I never really followed up on this post. I guess I should have. One of the managers finally respected my situation and made things right. He was very helpful and courteous. Thanks D..

[fish4red]

Hey Eardison, Noticed you are in St.Petersburg and so am I. Did you try Pet Mart on Bay Pines? I have been shopping there for about 5 or 6 years and always get good prices and service. Also Glass top should not be on tank because the reflect 75% of the light back and they do not allow tanks to exchange gas's properly CO2 out and Oxygen In.

Just wondering.

Also If I were you I would write a letter to BBB about your Marine warehouse house experience and let them know you are. You were taken... bad

[Danz]

<a href=showthread.php?s=&postid=7531254#post7531254 target=_blank>Originally posted</a> by Eardison
I never really followed up on this post. I guess I should have. One of the managers finally respected my situation and made things right. He was very helpful and courteous. Thanks D..


No problem at all. Enjoy your new hobby!

[sloveday]

Hmm, ok, I normally dont get involved in these conversations, but here goes my .02 worth....

I have been dealing with MW for several years. I cant say they were bad or good, but there is also something to be said for being an informed buyer.

I have purchased quite a few items including all the pieces i deemed needed for a 150g reef system. Yup almost a year ago now.

Do i feel i was robbed... Nope... Did i get what i wanted .. Yup, why because i did my homework. I didnt depend on the LFS to tell me what i needed, i went in knowing what I wanted, and if they didnt have it, i didnt just buy the next best... I waited. or went somewhere else.

I have seen complaints about every store out there. And yes, I think i have been seen in every one of them...

And where do i get my basis for these opinions, well from being on the other side, as in owning a LFS many moons ago for quite some time... Having been there when I lost an entire store of livestock from a power lost in the middle of winter, and doing it all over again. Yup, been in those shoes, and can say I would do it again.

So before you throw stones at that lonely glass house, do your own homework and know a little what you want, dont just walk in and say hey what do i need to keep little Nemo alive.

And before I hear you must work for them, check the sig, fireman remember... so yea, I can take the heat...

And for the doubters out there, yea, WS Maroon clowns are spawning and hatching every 8-10 days, and BC shrimp are on a 3-4 week cycle. So i think i know a little bout this tank business...

[markandkristen]

sloveday. i see what you mean and your right on the homework deal.
i however feel as much as this man spent he should have been done right in the begining. i know a place like sears would have and the aquarium hobby should be the same.

now if he bought a fish net or something like that .... i can see them not really wanting to do anything. but a complete setup should have customer satisfaction all over it ....especially at retail price. ... i mean the lights wouldnt even fit right. now thats is just plain wrong. and if i worked thier i would feel out the situation and ask to see if he had extensive knowledge.

i think thats why john does so much business.. at FAOIT.. chances are... he would have asked and made it right before he walked out the door. to play on someones ignorance isnt right and only ruins business.
just my 2 cents

[Me No Nemo]

I agree that some homework is beneficial, but if a store is selling something, they should know what it is they are selling. Not all lfs are the same...I've visited FAOIS recently on a visit to my daughter and it is a fantastic store(I have no affiliation there whatsoever and am basing my views on my visit). If I go to Sears to buy an appliance, I expect the salesperson to know about the appliance, answer my questions and help guide me to the item that best suites my needs. Same with lfs...if you visit one, they should know what they are talking about...not just sell you what they have in stock or something other than what you wanted. There are great stores out there, I promise. My 2¢