I'm sure a lot of folks out there have ordered from the Drs Foster and Smith website before but I just wanted to share the experience I had this morning with everyone. I ordered a 24g JBJ NanoCube from them during a promotion where they included the stand for free. I placed the order on Friday and received the tank today. Well, first I was confused because there was just one box, and then realized that there was no stand. And then I opened up the box and there's a crack in the bottom of the tank. Needless to say I was very disappointed and worried because I have 35 lbs of live rock arriving tomorrow with nowhere to put it.
So I called them. They have, hands down the best customer service I've ever encountered. After telling them I didn't get the stand and the tank was cracked, they said of course we'll replace them right away and send you a return label for the damaged one. They said I'd get it in 4-7 days. Well, then I explained to them that I had almost $200 worth of live rock arriving tomorrow with nowhere to put it. After explaining the situation, she talked to her supervisor and said that she'd not just expedite the shipping but ship both of them overnight so I'll get them tomorrow! That's over $300 worth of shipping costs that they're paying for so I have a tank to put my live rock in tomorrow! :jaw: I've ordered from them before and have always been happy with their service, but I can't believe how nice they were! They clearly didn't have to upgrade my shipping to uphold their policies and customer service standards, but they really went above and beyond for me. I so rarely have really outstanding customer service experiences, especially over the phone or internet that I just had to share.
Now I wonder if I call them if they can do anything to make my tank cycle overnight too... =)
So I called them. They have, hands down the best customer service I've ever encountered. After telling them I didn't get the stand and the tank was cracked, they said of course we'll replace them right away and send you a return label for the damaged one. They said I'd get it in 4-7 days. Well, then I explained to them that I had almost $200 worth of live rock arriving tomorrow with nowhere to put it. After explaining the situation, she talked to her supervisor and said that she'd not just expedite the shipping but ship both of them overnight so I'll get them tomorrow! That's over $300 worth of shipping costs that they're paying for so I have a tank to put my live rock in tomorrow! :jaw: I've ordered from them before and have always been happy with their service, but I can't believe how nice they were! They clearly didn't have to upgrade my shipping to uphold their policies and customer service standards, but they really went above and beyond for me. I so rarely have really outstanding customer service experiences, especially over the phone or internet that I just had to share.
Now I wonder if I call them if they can do anything to make my tank cycle overnight too... =)
