Drs Fosters and Smith have great customer service! I ordered a glass top for my 29 gallon and it arrived in a thousand pieces. I called them and they shipped out a new one asap and told me to do what I wanted with the broken one.
What would you do?
- Thread starter Fishfriend1
- Start date
Yep! I am now a permanent customer of Foster/Smith 
They sent me an E-Mail saying they are sending a new bulb down, and I got the confirmation E-Mail with the invoice and whatnot. Awesome customer service!
They sent me an E-Mail saying they are sending a new bulb down, and I got the confirmation E-Mail with the invoice and whatnot. Awesome customer service!How would they know that you didnt just smash a piece of glass to make it seem like you broke the lid? Not trying to say you did, or that you would do that, just a thought.
That's the beauty (ie. curse) of the customer always being right.
On their end it is much more effective to assume the customer is telling the truth, especially for something as cheap as a glass top or light bulb. No sense in pointing fingers and then end up losing a permanent customer.
Like I said earlier they may have had FF return the fixture, probably at no shipping cost, if that was the problem just so they could figure it out. I haven't read their return/warranty policy but it would make more sense for something like an entire fixture...just not a bulb.
Case in point I had a whole batch of frozen food (~$40 iirc) sent overnight that didn't sit on my porch for more than 30 minutes. Everything had melted by the time I opened it and the ice packs where basically water. Emailed customer service and without asking any questions they said they had sent in another order, free of charge, packed with extra ice packs, that was to show up the very next day. Got all my food frozen that time and needless to say I will be a DF&S customer from now on.
