Another disappointment with Reef Supplies

[gregzz4]

Ray has always treated me well and I'll keep using his services

No complaints here

[Rice Reef]

Ray is great to deal with. He responds in a timely fashion. When a Jebao pump was out of stock he called me personally and offered to upsize at no additional cost. No life threatening concerns here.

[Bugger]

To be fair it happened to me too. Ray can't remember everything he has in stock. He is human and forgets. The html and css need to be updated but it was the holiday so he was probally to busy to change the code.
Ask Ray if he has a tracking number on the skimmer so you know for sure it is landing when he says it is.

[NIVLEM09]

I've done business with Ray many times before.i've ordered something from him before that said in stock,but turns out the opposite.he sent me an email the next day to inform me.he's awesome to deal with and I'm sure that he can rectify the problem if you give him time.good luck resolving this issue and I hope it ends up on a good note.

[ReEf BoSs]

One of the best, if not the best company I've dealt with for online ordering. I ordered from 5 different websites around the boxing week and all were abit slower than normal for shipping.

[mihaivapler]

Appears that there are happy customers too. I just wanted to expres my frustration about this,ordered twice from him and both times exactly the same thing,got my orders in 2+ weeks and no email whatsoever letting me know that is any issue until I contacted him.on top of that what I really don't appreciate is pointing finger towards me blaming me for not checking if is in stock.it's not cool

[Myka]

Originally Posted by mihaivapler

I just wanted to expres my frustration about this,ordered twice from him and both times exactly the same thing,got my orders in 2+ weeks and no email whatsoever letting me know that is any issue until I contacted him.on top of that what I really don't appreciate is pointing finger towards me blaming me for not checking if is in stock.it's not cool

Busy season or not, that sucks.

[Reef Supplies]

Guilty, mihai was indeed delayed and we do apologise for that. We understand that everyone wants their order yesterday but delays at that time of the year are expected.

Your order was placed on Monday, December 29 at 17:15. One of your items was marked as "Availability, 3-6 days" The week of the 29th was the week after boxing day so its safe to say that most of our items were sold out. Hence the "3-6 day Availability". Not only that, we (and the rest of the world) were closed for two days of that week, 31st and the 1st. Things only got back to normal on the following Monday, January 5th.

I wont even get into the fact that we had an order increase of 400% that week. Obviously that's not your problem, it is our problem and up to us the get order out. You must however keep in mind that the 3-6 days does not factor in weekends nor holidays.

On January 5th you emailed us asking why your order was on hold amd why you had been charged. We replied with

"You will notice that some of the items are marked as "3-6 days". The 3-6 days does not include holidays nor weekends. Since last week was New Year's Day, delays have to be expected.

All orders will ship this week either Thursday or Friday.

As for your credit card. It is charged as soon as you made your purchase. Our bank does not know stock levels.

Please let us know if you uneasy about that and we will have account refund your card. If that's the case, you will have to place your order again."

Our mistake was in that reply was telling you that "All orders will ship this week either Thursday or Friday". Unfortunately the holidays played a huge role in shipment arrival times. It arrived Friday, January 9th and arrived to late for us to unbox, sort and ship.

Monday, January 12, your order was shipped and as promised, we upgraded your shipping for free.

Canada Post is stating - 2015/01/16 06:30 CALGARY Item processed at local delivery facility . Your order should arrive today.

As I said in my email, We do not hold orders for spite or because we neglect our clients. If orders are being held, its due to stock issues. No matter how much stock we carry (and believe me when I tell you that we carry a s**t load of stock. Enough to sustain 2 huge retail sites, a brick and mortar store and a wholesale division)., there will always be an order here and there that will be missing an item.

What is important for us is that we notify you. Be it on our website, by email or by phone.

I once again apologise for the unfortunate delays.

Threads like this are important to us. We need to know what you are thinking and feeling in order to better ourselves and to make sure that EVERYONE is satisfied.

Happy reefing,

Ray