Bad experience with Marine Depot

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#1
So for the first time I've had a negative experience with Marine Depot. Placed an order that never arrived which I'm aware is ups' fault but they said they could not do anything for me until the investigation was complete. 8 days later the investigation mysteriously was closed and then opened again so now I'm in the middle of waiting with no product in hand. Already working on returning my other orders so I can do business with bulkreefsupply instead
 

five.five-six

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#3
I bounce back and forth from BRS and MD. Generally, if there’s one part that MD doesn’t have, I’ll make my order with BRS or vise versa. My last order was with aquacave because they were the only one who had the versa at the time. You can’t blame the retailer for what oops (spelled UPS) does but you can hold them accountable for how they deal with it. Was there anything on your order that a delay would threaten the health of your tank?
 
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#4
I understand they cant be held responsible for ups but I had multiple items I needed for the health of my tank as well as items that were holding up a new build. I just ended up buying elsewhere. I'm mostly disappointed in this so called investigation. It was closed in 8 days then reopened so I have no resolution on either end. Seems to be both parties playing me at this point. Marine depot offered absolutely no help other than sorry we cant do anything for you until the investigation is complete and ups says that I do not have any access to the information
 

resortez

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#7
I just dealt with this issue yesterday. Placed an order with MD & the order was split in 2 packages because some items were on the west coast & the others were east. First package arrived last week safe & on time, at my door step. Second order was a headache. It was scheduled for delivery this Monday & UPS claimed 2 attempts but never happened because I have Monday’s off & I stayed home all day waiting for UPS, all BS, no knock on the door & no note. The tracker said UPS will attempt again on Tuesday, so I stayed home again, with the window open & checking the tracker every 5 minutes. I checked the tracker at 6:55pm & it said that at 6:54pm there was a delivery attempt but the receiver was not available, I f’n ran outside to catch UPS & did not see a driver or brown truck but spotted my neighbors talking & asking if they saw UPS pull up & both said no. It was infuriating. Tried contacting UPS but that was like trying to go to the moon, no go. Luckily I know someone with some pull & was able to get my package delivered & not by UPS. I found out that it was a rookie driver that was completely lost & an idiot, the driver didn’t attempt the delivery because he was lost & confused yet still reported it like he made the attempt, all a lie. Plus the package was beginning to be processed to return back to MD. If it wasn’t for pulling some strings, I would have been on the same boat as the OP. It’s all on the delivery companies & their drivers. If that delivery person doesn’t feel like it, they will lie & blame the receiver for not being available. A heads up to everyone, if the package can’t be delivered, it should have gone to the nearest UPS center for pick up or the delivery location can be switched to an access point. I know it should be dropped off at your door step but it will turn into a bigger headache if it’s returned to the vendor. In the OPs case, I believe UPS is to blame, the package was in their possession & it’s their responsibility to deliver, that’s what they get paid for. Hope the issue gets resolved. Good luck.
 
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#8
I just dealt with this issue yesterday. Placed an order with MD & the order was split in 2 packages because some items were on the west coast & the others were east. First package arrived last week safe & on time, at my door step. Second order was a headache. It was scheduled for delivery this Monday & UPS claimed 2 attempts but never happened because I have Monday’s off & I stayed home all day waiting for UPS, all BS, no knock on the door & no note. The tracker said UPS will attempt again on Tuesday, so I stayed home again, with the window open & checking the tracker every 5 minutes. I checked the tracker at 6:55pm & it said that at 6:54pm there was a delivery attempt but the receiver was not available, I f’n ran outside to catch UPS & did not see a driver or brown truck but spotted my neighbors talking & asking if they saw UPS pull up & both said no. It was infuriating. Tried contacting UPS but that was like trying to go to the moon, no go. Luckily I know someone with some pull & was able to get my package delivered & not by UPS. I found out that it was a rookie driver that was completely lost & an idiot, the driver didn’t attempt the delivery because he was lost & confused yet still reported it like he made the attempt, all a lie. Plus the package was beginning to be processed to return back to MD. If it wasn’t for pulling some strings, I would have been on the same boat as the OP. It’s all on the delivery companies & their drivers. If that delivery person doesn’t feel like it, they will lie & blame the receiver for not being available. A heads up to everyone, if the package can’t be delivered, it should have gone to the nearest UPS center for pick up or the delivery location can be switched to an access point. I know it should be dropped off at your door step but it will turn into a bigger headache if it’s returned to the vendor. In the OPs case, I believe UPS is to blame, the package was in their possession & it’s their responsibility to deliver, that’s what they get paid for. Hope the issue gets resolved. Good luck.
Thank you now Marine Depot is saying I need to file a police report for a package that should have been delivered two weeks ago! I'm at a loss at this point and am about to do a chargeback with my credit card because I have no product but I am out the money. The runaround I'm getting is ridiculous.

I dont know why we as hobbyist are tolerating subpar customer service. This is a hobby not a necessity. The only thing that keeps these businesses afloat is their customer service as opposed to being replaced by amazon etc. Bulkreefsupply has been on top of things but hate to say I've been ordering alot from amazon since ive had these issues
 
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#9
I'm also having issues with coralvue/reef octopus honoring their warranties. I'm not sure if these companies are hurting for money or they are just hiring lower quality employees but I cant seem to catch a break. Coralvue literally just stops communicating with you. They're listening now that I'm making it public on r2r
 

Titanwerx

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#10
Wow, Marine depot used their account to ship the product to you, regardless if UPS loses it Marine Depot has a responsibility to their customers, and should be taking the loss /investigation up with UPS without involving the customer any further, making the customer wait for something they paid for due to the negligence of their shipper is inexcusable.

Just another reason to shop with BRS. Thanks


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#11
Wow, Marine depot used their account to ship the product to you, regardless if UPS loses it Marine Depot has a responsibility to their customers, and should be taking the loss /investigation up with UPS without involving the customer any further, making the customer wait for something they paid for due to the negligence of their shipper is inexcusable.

Just another reason to shop with BRS. Thanks


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Thank you for affirming my frustrations. Marine depot said that all either have to wait until march 3 when the "investigation" ends or file a police report and they "should" be able to replace or refund the order. How foolish I'll feel going in to file a police report for a package that has been missing for 14 days. The cops are gonna laugh in my face when I come to them with that nonsense
 
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#12
I had once brought a MP40 QD from them and it was delivered damaged by the courier. The box was dented and I had contacted MD about it and they told me to contact Ecotech for warranty. If it’s damaged through shipping it is MD responsibility to take care of the situation not Ecotech. Good thing Ecotech have an awesome customer service that they took care of it in a few days of contacting them directly.


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#13
I had once brought a MP40 QD from them and it was delivered damaged by the courier. The box was dented and I had contacted MD about it and they told me to contact Ecotech for warranty. If it’s damaged through shipping it is MD responsibility to take care of the situation not Ecotech. Good thing Ecotech have an awesome customer service that they took care of it in a few days of contacting them directly.


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Hmm seems to be a common thing. I guess I've learned my lesson the hard way by shopping with marine depot. Time to move on to more customer oriented companies!
 
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#14
Hmm seems to be a common thing. I guess I've learned my lesson the hard way by shopping with marine depot. Time to move on to more customer oriented companies!
What's the issue with CoralVue? I have an inside track and may be able to get you someone who will take care of you. But without knowing what the issue is hard to say.
 
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#15
What's the issue with CoralVue? I have an inside track and may be able to get you someone who will take care of you. But without knowing what the issue is hard to say.
I'm currently have jeff from coralvue on r2r working on the issue so I'm going to him a chance but if not I'll be contacting you. Appreciate it!
 
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#18
Update: After 3 weeks Marine Depot has finally rectified the situation and issued me a refund. I hope they work out their issues with UPS because of this headache. It should not take 3 weeks of back and forth for a customer service issue to be corrected. I have lost some confidence in the company but glad they eventually did the right thing
 
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