Disappointed with Fluval, VERY impressed with PetSmart
On Sunday I purchased some bio media at "company A" and eagerly added it to my tank, only to find out after I added it that the product was incorrectly packaged in the bio media box. What I had actually purchased was Pre-Filter media (small, dense stones, not a typical sponge-type pre-filter). It is an inert product and beneficial bacteria will not grow in it! I emailed "company B" about the problem and requested an exchange from them. After waiting 3 days and getting no reply, I called them. After dealing with dropped calls and being misdirected several times, I finally got a hold of a customer service rep who had trouble understanding what my issue was and insisted that they do not deal with sales direct to the consumer. After finally getting the representative to understand that I did not wish to purchase any bio media, but rather have the incorrect product exchanged, she informed me that they do not deal with that type of transaction either.
Eventually I was able to coax a deal out of her and the best she could do was to offer an exchange after sending the media back to them, in the original box and with the receipt. This would leave my tank essentially filter-less for however long they took, and she told me that it was for a "review" of the product so an exchange was not guaranteed. It didn't help that I did not have the box any longer and she absolutely refused to accept the exchange without the original box.
At this point I ended my conversation with the "company B" rep and called "company A". I spoke briefly with a manager who had trouble understanding my problem (she did not work in the fish department) and transferred me to someone more knowledgeable. The other person I spoke to was very quick to tell me to simply put the media in a plastic bag and bring it in with the receipt, but if I couldn't find the receipt that was okay too. Naturally my luck kicked in and I was unable to find even the receipt but went to the store anyway.
When I got there, the manager promptly recalled the transaction using the computer and the last 4 of my card number and gave me an exchange for the product. Simple as that!
Last edited by HamToast; 09-07-2012 at 01:13 AM.
Reason: changed to share experience, not review vendor