Premium Aquatics... Nobody home?

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benjen

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Apr 26, 2004
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Minnesota (USA)
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Well... Just thought I'd pass this on because I'm a bit frustrated. I tried to order a variety of live rock, curing tank grunge, live sand, and rubble from Premium Aquatics Tuesday morning.

I had to order via email, because though they list 100 lbs of live sand in stock on the stock list, and still had it yesterday when they updated after I ordered, it is not available to buy by the lb in the main website.

No response Tuesday, so I sent an email Wednesday asking if there had been a problem with my order. No response.

It's now been three business days and no response to email. They updated their stock list on Wednesday and the previous times I emailed sales at premiumaquatics, I always got a response within 24 hours. Except, now that I think of it, I didn't get a response when I said that rather than ordering everything at once I had ordered the dry goods seperate last Friday, so that I did not need to pay air shipping for my skimmer, heater, and extra powerhead.

At this point, I'm considering looking at a different source, which is too bad, considering the good reviews I've gotten of them.
 
Just to sum up what has happened...

I got a response pretty quickly on Reef Central. I then sent an email asking for a clarification of a shipping price Friday morning. That got a response within an hour or so. I resubmitted my order with all the correct shipping data withing an hour of getting the response, asking to have my order shipped out Monday.

On Monday afternoon, I got a call to confirm my CC info and was told that they should get it shipped out that day. Today, my wife got a call indicating that it was not shipped out yesterday. Since shipping today could risk it arriving when nobody was home, we arranged shipping so that the rock should arrive Friday.

My experiences so far indicate that ordering from the website is great and fast, but email not so great. I'd advise to use the website or call if it is an option. I only used email because of my work schedule and the fact that one of the items I wanted can't be ordered from the website. I don't think they'll just ignore an email order or question, but I think it's the last thing they work on and if something's going to get skipped, it's email. Don't use it if a speedy response time is a priority.
 
I have always used their website. Come to think of it, it has been cumbersome when I have tried to get stuff not listed in the online catalog.
 
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