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Old 07-06-2007, 03:24 PM   #16
mahamotorworks
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When I was setting up my 29G tank to go planted with it I ordered 2 bags of Eco-Complete from them. I got the 3 day Fed Ex Shipping. Nothing showed up in a week so I called them. They told me that Carib-sea was shipping it for them. I let another week pass and still no substrate. Well long story short it was 5 weeks and close to 20 phone calls before they gave my Carib-seas phone number so I could call them and find out what was going on. When I called Carib-sea they had no idea what I was talking about. It was almost 7 weeks after I ordered my substrate before it arrived.

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Old 07-06-2007, 03:50 PM   #17
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Looks like I am really screwed(over a $100 in plants ordered). When I posted this, I was expecting that my experience was an isolated incidence and an exception to the norm. Given the feedback I am seeing, it doesn't look that way. Perhaps, I should have posted about what peoples' experiences were with them before placing such a large order.
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Old 07-08-2007, 02:31 AM   #18
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Wink Experience

I have been fortunate that all of my transactions over about a 3 year span have gone off without a glitch with the exception of a minor delay once or twice. I have purchased all of my CO2 equipment from them, hundreds of dollars in plant orders, books, ferts, etc. I have followed up every order I have placed with them over the internet with a phone call to confirm receipt of my order, what's available to ship, when to expect delivery, etc. I certainly see the irony in placing an order over the web, then dialing them up to re-confirm...........

On the other hand, I can remember a period of time where the feedback for these guys over at APC was just like this, no follow up, no confirmation, delayed orders, just poor customer service overall. This went on for months and I'm not sure where it stands today.

I placed an order last week, Monday I think, requesting UPS 2-day air delivery. It was a small order, 5-6 potted plants, and I haven't heard or recieved anything as of tonight. It is really too bad to see because they have a very large selection of planted tank products, plants, pond plants, etc. and there are not that many companies out there with this kind of focus primarily for the planted aquarium market. Good luck to the rest of you who are waiting for pending orders........

D.
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Old 07-08-2007, 04:24 AM   #19
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, Great thread, Shows alot of people what they should be Aware of.Like a Little Review
HeavyD i hope you get your potted Plants

And Maha Your Eco

Dgilly, Those are the people, That you just wanna kNock them on the head with a shovel
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Old 07-08-2007, 04:33 AM   #20
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tell me about it it's too bad when someone makes a carless decision that loses a customer and gives them bad rep. I mean he could have at least warned me if i stripped it i pay for it but he advised me to do it he didint even give me the option of sending it in oh well there goes future plant orders equipemt orders and refferals to friends in the hobby.
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Old 07-08-2007, 05:24 AM   #21
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i'm curious if you received anything about the warranty in your package and what did it say? their website say "unrivaled (bumper to bumper) 3 year FULL warranty!". with something like that, i wouldn't mess with it at all and have them send a new unit out. but, if THEY told you to open it up and it gets honked up in the process, seems like the issue is still unresolved and they should be doing something about it, namely sending you a replacement solenoid for free.

let me quote the words on their webpage... "We will EARN your business, and we will do anything and everything it takes to keep you as a satisfied return customer...Thank You." hehe

-snafu
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Old 07-08-2007, 03:14 PM   #22
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wow, this thread has really taken off since I posted my experience.

Another rant on my order, the day my order finally arrived I checked thier website again and those same parts are offered with free shipping....arghh!!!
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Old 07-09-2007, 03:08 AM   #23
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yeah im probabily going to call again and try to get this resolved but the guy was pretty dam sure it wasint his fault when i was argueing with him.
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Old 07-09-2007, 09:55 PM   #24
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I agree they need to have better follow up. I just placed an order for a new light and a bunch of plants. Everything showed in stock but when I drove down to pick everything up I found out that they were out of the light and didn't know it.

I think better inventory management and communications would make all of the issue they have go away.

Other then no communication I have never had a problem with ordering plants, this is the first time I ordered equipment and have had similar issue's as everyone else.
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Old 07-09-2007, 10:33 PM   #25
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ok well they have done the right thing for me they promised a replacement is going to be shipped out with my plant order but never the less i just came home this week ( i was at my cottage and could still be ) for nothing now i have to sit in the big smog (toronto) for 2 weeks so im not in the best of moods also im going to have to pay to ship my broken regulator back to them and i payed like 20 bucks long distance so lets hope all goes well besides nothings done till i have my new regulator and plants. Im hoping for the best also i hope all of you with pending orders and problimatic orders bet of luck solving the problem. I know that unless my order comes through smoothly im not going to continue doing buisness with them.
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Old 07-10-2007, 12:29 AM   #26
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They finally replied, but it took a fax to them for them to finally respond. They told me that as they were unable to ship my plant order with the June 2007 shipment, they would ship my plant order with the July shipment that is supposed to ship this week.

Pardon my cynasism, but with everything that has transpired so far, I will believe it when I receive my order, all the plants are accounted for, and healthy. Until then, I will keep my fingers crossed.
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Old 07-10-2007, 10:31 PM   #27
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Unhappy Pending Orders.................

I placed my order on July 3rd, paid for 2-day UPS air delivery. I posted earlier in the thread that I had not recieved anything over the weekend, and so I called yesterday (Monday) morning and the voice on the other end looked up my order and let me know that, oh yeah, last week was a mess for them with the holiday hitting in the middle of the week and as such all of their overnight, 2 day order requests were delayed.....? They are now shipping on Wednesday of this week for Friday arrival. That doesn't cut it in the real world, so why would this retailer think I would just say, gee, sorry you guys had such a busy week and all. Too bad it screwed up my order. What is more baffling is the lack of communication. That would have made a world of difference, a simple email of what to expect and why. How hard is that?
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Old 07-11-2007, 03:41 AM   #28
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Exclamation

Quote:
Originally Posted by heavyD View Post
... a simple email of what to expect and why. How hard is that?
It seems they don't like sending E-Mails let alone receiving E-mail Inquiries. Prior to getting clarification from them after faxing them. This is what happened when I tried to E-Mail them to confirm the status of my order and why it was delayed.

"Delivery Notification: Delivery has timed out and failed" - okay so everyone experiences E-Mail server issues. What's the big deal. The following results of automated E-Mail attempts is the problem. Pay close attention to the term referencing abuse. By the way, I did not repeatedly E-Mail them. This was automatically done. I only sent one E-Mail. Since when does a customer E-Mail inquiry about an order become abuse???

Delivery attempt history for your mail:

Sun, 08 Jul 2007 23:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Sun, 08 Jul 2007 15:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Sun, 08 Jul 2007 07:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Sat, 07 Jul 2007 23:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Sat, 07 Jul 2007 15:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Sat, 07 Jul 2007 07:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Fri, 06 Jul 2007 23:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Fri, 06 Jul 2007 15:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Fri, 06 Jul 2007 07:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Thu, 05 Jul 2007 23:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Thu, 05 Jul 2007 19:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Thu, 05 Jul 2007 15:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Thu, 05 Jul 2007 11:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Thu, 05 Jul 2007 09:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Thu, 05 Jul 2007 07:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Thu, 05 Jul 2007 06:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.
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Old 07-16-2007, 09:59 PM   #29
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Thumbs up Good News

Regardless of the comments previously posted by me about aquariumplants, I do believe in giving people second chances. I placed another order for plants today and much to my surprise that all the orders that I had previously placed including the one today had shipped. I trust that the plants will be received all healthy and accounted for. I guess I will have to wait and see. But I have to respect the fact that they took the biggest step of all and that is ship my orders and for that I am thankful. This is a major step to regaining my confidence and future business.

Thanks aquariumplants, I am willing to let bygones be bygones and am willing to forgive and forget and start fresh.
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Old 07-17-2007, 03:16 AM   #30
jgb77
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Quote:
Originally Posted by Homer_Simpson View Post
It seems they don't like sending E-Mails let alone receiving E-mail Inquiries. Prior to getting clarification from them after faxing them. This is what happened when I tried to E-Mail them to confirm the status of my order and why it was delayed.

"Delivery Notification: Delivery has timed out and failed" - okay so everyone experiences E-Mail server issues. What's the big deal. The following results of automated E-Mail attempts is the problem. Pay close attention to the term referencing abuse. By the way, I did not repeatedly E-Mail them. This was automatically done. I only sent one E-Mail. Since when does a customer E-Mail inquiry about an order become abuse???

Delivery attempt history for your mail:

Sun, 08 Jul 2007 23:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Sun, 08 Jul 2007 15:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Sun, 08 Jul 2007 07:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Sat, 07 Jul 2007 23:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Sat, 07 Jul 2007 15:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Sat, 07 Jul 2007 07:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Fri, 06 Jul 2007 23:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Fri, 06 Jul 2007 15:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Fri, 06 Jul 2007 07:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Thu, 05 Jul 2007 23:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Thu, 05 Jul 2007 19:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Thu, 05 Jul 2007 15:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Thu, 05 Jul 2007 11:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Thu, 05 Jul 2007 09:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Thu, 05 Jul 2007 07:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

Thu, 05 Jul 2007 06:15:21 -0600 (MDT)
contactus@aquariumplants.com: smtp;450 4.7.1
<contactus@aquariumplants.com>: Recipient address rejected: Policy
Rejection- Abuse. Go away.

I tried send them an email once and had this same problem. I figured out it's because the email address they have under the contact us page is incorrect. The email they have written is contactus@aquariumplants.com
The correct one is contactus@aquariumplant.com. When I used the first address, I received that same error message/problem. That's why it says recipient address rejected, it's not their correct email address. This may help you in the future if you try to contact them via email and run into the same problem.
John
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