*Resolved* BRS failed to ship order...TWICE

[Wrasse-cal]

@Bulk Reef Supply,

I could use a little help with an order problem.

I made an order back on 11/18. That order was never shipped. On 11/26, I contacted BRS and was told the order never shipped, and that a replacement order would be sent that day via next day air. I received an order confirmation email for that replacement order, but without any tracking, so today I contacted BRS just to make sure everything was OK.

Surprisingly, BRS told me there is no record of that replacement order, even though there was a confirmation email sent to me stating it was shipped. The agent told me that a replacement to the replacement order would be sent. (BTW, this took about 1.5 hours via chat.)

Before I could ask if the replacement to the replacement order could be sent via next day air, the representative disconnected the chat.

I'm a big fan of BRS, but this is more than a bit ridiculous and really frustrating.

I'd really appreciate any help you could provide.

Thanks.

 

[Bulk Reef Supply]

Oh wow, that is really a terrible experience and not normal. Can you give me your email address on your account so I can investigate and get this fixed?

 

[Wrasse-cal]

Oh wow, that is really a terrible experience and not normal. Can you give me your email address on your account so I can investigate and get this fixed?

Thanks. PM sent.

 

[TheHarold]

The good news is, they have a same-day ship guarantee if the order is placed within certain hours. That’s a free packet or two of DI resin lol

 

[Softhammer]

Why not pick up the phone? I’ll bet they have a landline

 

[Wrasse-cal]

Why not pick up the phone? I’ll bet they have a landline

Honestly, because I like a written record of what was said/promised so there is no misunderstanding on either side. I should add that is not a dig at BRS.

 

[Aquaholics4u]

Honestly, because I like a written record of what was said/promised so there is no misunderstanding on either side. I should add that is not a dig at BRS.

Called CYA in business...

 

[Bulk Reef Supply]

Alright, after a lot of back and forth with CS and our tech team, we've determined that you were a very unlucky test subject of our updated shipping software and have helped us identify a bug (thank you for reaching out)! I am so sorry that you landed this very uncoveted position, but as payment we have now likely triple shipped your order with the final order being HAND-picked by our ops manager and sent 2-day air. Woof.

Truly though, I am really sorry that whole series of unfortunate events happened. I would not be too happy about that situation either. We're working hard at ironing out any glitches - if you ever run into an issue, please let us know!

 

[Wrasse-cal]

Thanks, @Bulk Reef Supply.