Doctors Foster & Smith--Great Shipping Dept./Great Servi

[livingstone]

I placed an order from Pet Warehouse (now known as Doctors Foster & Smith) on or about the 18th of December for 10 feet of 3/4 inch black tubing and for 10 feet of 1 inch black tubing. The 3/4 inch tubing arrived fine, all 10 feet of it in one piece, but the 1 inch tubing was out of stock--to be shipped "as soon as possible". Although it seemed to take a call to remind them I was waiting for a backorder, I have no complaint about the timing of the shipment of the backorder that finally arrived on January 11th. However, I do have a complaint about the boxes contents; the 10 feet of 1 inch tubing was chopped (literally) into 10 approximately 1 foot lengths! What's up with this?! I called them up immediately and the lady that I conversed with only had one suggestion--that next time I make sure I specify I want it all in one length. Can you believe this? There was no offer made to correct the situation. When I indicated there may not be a next time, the reply was, "Well, that's up to you, sir." (At least I think she said "sir".) I'll have to be pretty desperate to place another order from these folks.

Check out the pic: 10 feet of 1 inch tubing from Drs. Foster & Smith

[ January 14, 2002: Message edited by: livingstone ]</p>

 

[PDD]

Bummer. I hope this is not indicative of the future with this company. I order a lot of my dry goods from them due to their prompt delivery, low prices, and good service.

That is unbelieveable about your tubing. Quite amusing actually. Sorry, I wouldn't think it was funny if I were you.

PDD

 

[Chucker]

Dan, I'd call again, and describe the problem. If you don't get results, escalate by asking to speak to a supervisor. If nothing else, they at least have the obligation to apologize for the error.

 

[pez]

You might want to first ensure you indeed did order 10 feet of continuous hose. It sounds silly, but it could very well say 1 foot increments or something like that.

-Tom

 

[livingstone]

The line item description for the 1 inch was identical to the 3/4 (except the "1" instead of "3/4", of course) and they didn't feel the need to chop up the 3/4 inch stuff.

 

[Anonymous]

Living stone:
You should be gratful that they did not charge you for the 9 cuts.

Seriously, I think this is not your fault, and you should get them to either apologize, an exchange or refund.

 

[SPC]

Dan, I agree with Chucker, the person you talked to on the phone is obviously not who you need to talk to about this problem. I would call back until I got a hold of someone with some common sense.
Steve

 

[Gatortailale1]

Sorry you didn't get what you want. I'm sure you can return it. Keep calling until you get what you want.

Not sure if this is page you ordered from, but I see that it says it's sold per foot.
http://www.drsfostersmith.com/product/prod_Display.cfm?pCatId=4062

 

[SPC]

Gator, tubing is sold by the foot. If I order 10' however that dosen't mean that I want 10 pieces of 1' lengths.
Steve

 

[Anonymous]

Classic - only an idiot would send 10 1 foot lengths.

They need to replace the tubing at the very least.
FWIW I tried to order the new fish catalog from them. I only wanted fish.... made sure to specify that on the send me a catalog form. My catalog arrived about 2 weeks ago. I got the Dog catalog.

Sounds like they got taken over by a buncha morons.

[ January 14, 2002: Message edited by: MickAv8r ]</p>

 

[DEAN_480]

I order a lot of dry good and other supplies from them in the past. recently order a bucket of salt and a madnum 350 filter. They shipped the magnum out andit arrived 9 days later. The bucket of salt was a back order. i called the was told that it would be no sooner then 30 days out. The lady on the phone gave me the same responds when questioned about maybe a phone call or e-mail letting me now about the long lead time on the salt. I was shock theat the new owners would employ poeple the work in customer service with a bad out look on everything in life.

I'm realy not happy with the new changes and will look to premiun aquatics to handle my busniess in the future. Maybe they will get the hint after they start loose sales or maybe the just look at the year end profit and don't worry about the small customers any more.

 

[Seawrath]

so does every other one of thier products placed as a backorder-i got a large order, none of it was chopped into ten pieces, but a test kit was missing. after calling, dealing with the whole tangle of confusion ( also known as customer service), I ended up with two kits, and still havnt gotten the replacement for a heater that exploded on me (yes i followed the directions, late one night the tank lit up and the next morning, the water was green from copper, good thing it was empty)
so the question now is, shall i return the second test?
im finding another supplier, one more dedicated to fish (and the people they serve). if i order any more items ill be buried in these dog catalogues they keep inclosing

[ January 14, 2002: Message edited by: Seawrath ]</p>

 

[Minh Nguyen]

It is the norm to get one 10' piece when you order 10 feet of tube. In this case, if I were you, I would call back to get to the person in charge and ask for replacement of the tubing. If you don't get it, just refuse payment for it.
This is so stupid that it is funny. Are you sure this is not a joke on your part? If you did not post the picture, I would think that this is a sick joke by someone who hold a grudge on this company.

 

[Chucker]

Minh, you can rest assured that livingstone would not post an item such as this for humor's sake. He has been carefully documenting the steps as he has been working towards assembling all of the items needed to start his tank, recording the good and the bad for posterity. Tthis is just another step in his photojournalistic diary.

 

[MattM]

<blockquote><font size="1" face="Verdana, Helvetica, sans-serif">quote:</font><hr>Originally posted by Minh Nguyen:
<strong>...If you did not post the picture, I would think that this is a sick joke by someone who hold a grudge on this company.</strong><hr></blockquote>

Come on, he could have cut it into 10 pieces himself just for the photo.

Relax, just kidding...

 

[Minh Nguyen]

<blockquote><font size="1" face="Verdana, Helvetica, sans-serif">quote:</font><hr>Originally posted by Chucker:
<strong>Minh, you can rest assured that livingstone would not post an item such as this for humor's sake. He has been carefully documenting the steps as he has been working towards assembling all of the items needed to start his tank, recording the good and the bad for posterity. Tthis is just another step in his photojournalistic diary.</strong><hr></blockquote>
No I don't doubt him at all. Just that it is soooooo.. stupid that the though cross my mind. MickAv8r is right. What a bunch of morons.

 

[Anonymous]

Yep, keep calling back until you get someone that will help you, or go above their heads quickly. I also would not wait for them to offer to fix it. Tell then this is unexceptable and you want them to ship our a replacement asap (perhaps overnight shipping) at their cost.

Let us kow what happens.

RR

 

[srbayless]

Howdy,

Pet Warehouse's return policy was "no questions asked" before they were bought out. I have returned everything from test kits to protein skimmers, so you should have no problem getting an RMA number to return the hose.

Just tell them you want to return the hose, and tell them it wasn't what you wanted. Don't wait for the customer service rep to ask if you want to return it, they won't. They are told not to offer a return as an option since the company looses money.

I am definitely sorry to hear that the company has gone down hill. I have been using them for several years for most of my drygood needs. I recently switched to Jeff's exotic fish and Marine Depot because they are local and orders arrive next day with normal shipping rates.

Good luck,

Scott.

 

[XXX]

What we are looking at here is a case of a well established company with a history of well trained and friendly employees selling out to a company that has now found itself completly over it's head. From what I have read on the boards and from my experience in dealing with them since the buy out they were totally ill equiped to make this move. If you have a large warehouse that decides to up and move and all of the knowledge is thrown out the door and on to the shoulders of a bunch of new then hires what would we expect? I have seen this sort of thing happen several times. I hope the good doctors did not pay premium price for Pet Warehouse or have very deep pockets as it takes alot of business to pay off the price of a company sale.Whoever is running the show is completly at fault-not the poor little goofballs cutting the hose. (Please disregard common sense.) I have yet to give up on them since I have only had one minor problem out of three orders. I hope they get it together or I will not hesitate to change services. I have spent a ton of money with PW over the last 6-8 years.

BTW my ten foot tubing showed up in one piece.

However..........for some reason is was in a box by itself instead of in with the rest of the stuff.

Oh well.