Bad experience - reef warehouse

ZachB · Dec 30, 2009

Robman said: ↑

Right out of the box..The seller should replace it, and deal with the company. If after 3-6-9 mo whatever. The manufacturer should deal with you. It is no different if you were to go to say Best Buy, and return an I-pod or something you bought just hours ago. They would exchange it. Period.
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Agreed. Most times the place I have bought the item from replace the item if it's defective. Same as if you go to best buy. Generally the retailer has recourse with whoever they bought it from - maybe it depends on the particular item, I don't know.

Gresham · Dec 30, 2009

That's your opinion on how it should work but not how many places work in this trade regrettably.

From Custom Aquatic's website
Store

RETURNS POLICY: When you purchase any product from Custom Aquatic, Inc. you are entitled to its manufacturer's warranty against defective merchandise. Several of our major manufacturers' policies prohibit us from accepting returns and require that you contact them directly for assistance regarding their product(s). These manufacturers will repair, return or replace them in accordance with their own policies:

Aqua Medic / Aqualine Buschke 1 866-419-0086 | Aqua Ultraviolet 1 800-454-2725
PurFlo (NuClear) 1 800-777-4458 | PFO Lighting 1 800-577-9690
TAAM (Rio) 1 805-383-3566 | Danner MFG. 1 888-795-5677
Hamilton Technology 1 800-458-7474 | IceCap 1 800-742-3227
Aquadyne (Octopus) 1 858-569-2082 | Aquarium Currents (Sea Swirl)1 570-422-6755
Dolphin Aquarium 1 850-434-9880 | Red Sea Fish pHarm 1 888-RED-SEA9

If your product is not made by one of the manufacturers mentioned above, the following policy applies:

Closed packages: Before opening each product please check its packaging and label carefully to be sure you received the correct product and version. If the supplier's original packaging and seal is still intact, you may return the product to us within 30 days from purchase for an exchange, merchandise credit or refund (excluding shipping and handling charges), subject to a 15% restocking fee. Return shipping to us is at your own expense. You must include a copy of the original invoice with the RMA# inside your return package. Defective Returns: If your product is not functioning properly, please call our Technical Support Department at 1-800-397-7238 as soon as possible (but not later than 30 days from purchase). In most instances, our highly skilled Tech Support representatives can assist you in diagnosing and resolving your product problems. However, in rare instances, a product is defective. In such case, we will replace the product with an even exchange of the same item, subject to in-stock availability and manufacturer warranty. Replacement items ship within two business days after the defective item is received in our warehouse and inspected by our Returns Department. Custom orders and products designated as "all sales final", "no returns" or similar language may not be returned. All products returned to us must be accompanied by a valid Return Merchandise Authorization (RMA) number issued by us within 30 days of your original invoice date. After 30 days from purchase we can no longer issue an RMA and will refer you to the manufacturer for warranty service. RMA's expire in 15 days after they are issued and cannot be extended or re-issued. All product returned for credit must be 100% complete in original packaging and in resalable condition, with all packaging, product, manuals, blank warranty card and other accessories and documentation included. A valid RMA number must be written clearly and conspicuously on the outside of the packaging. Incomplete or unauthorized returns will be refused. Please send all packages with valid RMA's to: Custom Aquatic, Inc, P.O. Box 2588-F El Camino Real # 610, Carlsbad, CA 92008. Include a copy of your receipt in the package.

Please call 1-800-397-7238 or email us to obtain your RMA#.
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From Reef Warehouse's website
Reefwarehouse.com | For The Serious Aquarium Enthusiast

Defective Items:

In the event your item(s) is defective, most manufacturers require you to ship the item directly to them, if this is the case we will provide you with all the manufactures information so you can proceed with the return of your defective item. Please contact us for details in the event this occurs.
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The company I work for prefers to have the consumer deal with us, but, we'd pay to have the item shipped to you and in the case we wanted the defective product back, we'd pay for that shipping as well.

ZachB · Dec 30, 2009

This is why I do business with places like AquaCave.

Every item in our store comes with AquaCave's 100% satisfaction guarantee. If you are not completely satisfied with your order when it arrives, we'll refund your money or exchange any item.
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Damaged Merchandise:
In the unlikely event that your shipment arrives damaged, please contact us within 12 hours of delivery. We will do everything we can to get a replacement sent out as soon as possible.
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Return Policy

Gresham · Dec 31, 2009

HIs shipment didn't arrive damaged, it arrived defective. Big difference. damaged means they could follow up witht he shipping company.

ZachB · Dec 31, 2009

Gresham said: ↑

HIs shipment didn't arrive damaged, it arrived defective. Big difference. damaged means they could follow up witht he shipping company.
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Note the 100% satisfaction policy. If you don't like it, you can return it or exchange it. Shipping is only $5 and over $175 is free. Customer satisfaction goes a long way, and this thread does good to show that. I return to places I have a good experience at. For all we know the item was damaged in shipping even though the packaging looked fine. I've had that happen with items sent out at my company. Tested fine before hand, damaged on arrival even though the package looks good.

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