Canadian Reef Octopus Distributor Cares Not About Customer

[Luke.]

Very well said @RDF makes sense

 

[heath]

agree, there were too many spoons in the soup...very well said but, its unfortunate that you have to defend yourself on an open forum...

 

[Salty Cracker]

Indeed. So it looks like the LFS you were defending is in fact the culprit. We don't want this getting into a mud slinging session, I think both sides have said their peace, and if there is not anything more to add, we may lock the thread. TFT is not here to promote anyone, but we also do not want anyone wrongfully slandered. Hopefully everything gets worked out, it looks like a hell of a skimmer

 

[rockworm]

I will post once. You will need to PM me if you want more info.

To say the distributor does not care for his clients is absurd, we would be out of business if we did not care. What I don’t get is why anyone would go to multiple boards with this same post without getting both sides of the story. I think there is more to this, from here it looks like a deliberate push to try and hurt our business.

The magic question is, were you misled by your LFS? Did you maybe misunderstand him or is there something else brewing here?

We understand that your tanks mean a lot to you. We are hobbyists as well. We relate to these kinds of situations since we run tanks ourselves. To publicly try and hurt a vendor to this point goes beyond the love for our tanks. Its down right disgraceful especially since most of the info is false are / or misunderstood.

Here is the timeline of what happened. We have saved all the emails should we need to prove our case.

Thursday, Dec 15 – Your LFS emailed the owner asking for a 6000EXT

Friday, Dec 16 – Our buyer (me) emailed Coralvue (Master Distributor), they confirmed stock

WEEKEND

Monday, Dec 19 - I relayed the information to my colleague.

Tuesday, Dec 20 – My colleague emailed your LFS notifying him that we could get it in a few days. That was a mistake on his part since a few days would be impossible.

I am the buyer and I know that under NORMAL circumstances it takes a week to get a Coral Vue skid, IF that order is not delayed due to backorders. Orders are only placed when there is enough to get a full skid.

Now, I know some will say the issue is with our stock level. We do NOT stock any SRO EXT’s let alone 6000 EXT. No one here does, not even some of the largest USA distributors do. These are company’s that are earning $5,000,000 + even they use CV to drop ship these. One of the only NA retailers to stock these is BRS.

Back to the timeline:

Dec 20 to 21 we have had a couple more emails back and forth. Your LFS agreed to the order after we agreed to give him a little bit of a deal since we had to special order and we knew it would take longer than expected. ESPECAILY since the holidays were approaching.

IMPORNT: December 21st @ 3:29 pm is when your LFS confirmed the sale via email. In other words, the order was officially placed on the 21st.

During the following two weeks, there were TWO HOLIDAY closers. Some carriers were closed for a full week while others were closed a few days. Needless to say, one must understand that these two weeks are the worst for any type of logistic unless you’re flying to Florida to work on your tan lines.

We were away for a week and I’m sure coralvue was off a few days per week as well. I don’t think they work through the holidays.

January 5th – Your LFS emailed us asking if it arrived.

January 5th – We replied “Ill find out today, taking a drive to the warehouse now.”

January 5th - the skid order shipped from Coral Vue.

January 9 - The order arrived to our warehouse

The skid was undone and sorted by January 11.

Jan 12 – The items on the skid were placed in inventory.

Jan 13 – Your dealer asked to add some items to the order

Jan 13 – We added and told him we are ready to ship.

Jan 13 – He said he’s closed Monday so we could not ship Friday.

This is were it gets better

January 13 we offered him Saturday arrival for $25 NOT $90 (via email). OUR COST WAS $90. Overnight weekend shipping is not cheap!

So we reduced the cost of the skimmer and we were willing to take a $65 hit on shipping as well. We tried, we really did! He never replied so we called him, he refused the $25 and stayed with the free shipping option instead.

The skimmer will arrive Tuesday.

So to summarise, we do not ignore our clients. We do our best to fulfill all orders in a timely manner. The biggest problem here was that we do not stock that particular skimmer and we were in the middle of the holidays.

Thank you for the very detailed timeline. I am the customer and have no control of the supply line and no access to communications between the supplier and the vendor. I also do not expect to have this access. There were mistakes made by both parties that affected me.

I will have the skimmer on Tuesday and I will move forward. I originally made the request to the LFS on December 16. I will receive the item on January 17 (16th if LFS was open). Perhaps I should not have brought this to forums. I was frustrated enough that I had to vent. As far as I was concerned, the supply chain failed, and I had no reason not to believe my LFS.

Finally, I again thank you for providing the chain of events that occurred. I do hope that this circumstance can be used by all, me included, to better improve customer service to all.

 

[rockworm]

Indeed. So it looks like the LFS you were defending is in fact the culprit. We don't want this getting into a mud slinging session, I think both sides have said their peace, and if there is not anything more to add, we may lock the thread. TFT is not here to promote anyone, but we also do not want anyone wrongfully slandered. Hopefully everything gets worked out, it looks like a hell of a skimmer

I think there were multiple misunderstandings and or miscommunicatons, but agree that mud slinging is not the solution. I will have the beast on Tuesday and will move forward. Thank you all for your patience.

 

[Skim]

It should be interesting if your LFS will pass on any of the savings. You may want to re think this LFS, clearly the little extra profit was more important to them then the long time customer. Sometimes you have to bit the bullet to keep the long time customer coming back and spreading the name.

 

[Tomtopping]

It should be interesting if your LFS will pass on any of the savings. You may want to rethink this LFS, clearly, the little extra profit was more important to them than the long time customer. Sometimes you have to bit the bullet to keep the long time customer coming back and spreading the name.

Totally agree here with this post

 

[TORX]

It should be interesting if your LFS will pass on any of the savings. You may want to re think this LFS, clearly the little extra profit was more important to them then the long time customer. Sometimes you have to bit the bullet to keep the long time customer coming back and spreading the name.

Nice catch. I am sure they will now lol.

I always gain respect when a company takes the time to respond to threads. The vendors here, Bigshowfrags.com Frags, Reefsupplies and Big Al's London are normally very good at responding as well. Even if they were at fault.

Sent from my SM-G925W8 using Tapatalk

 

[heath]

It takes a big person to admit to their mistakes.. I have respect for them...

 

[rockworm]

I just want to let you know that I picked up the skimmer today. The new skimmer is a little shorter than the old Reeflo Orca and the input/output are in different locations, so I get to play plumber again.[emoji3]

I knew this in advance, but wanted to wait until I received it before I looked at what I will need. I have to raise the skimmer about 9" from the current skimmer platform. Nothing but a quick trip to Home Depot tomorrow.

I will add a new thread to the member tanks so that you can see my system. It will be a few days, but lets keep the suspense.

edit for typos