GlassCages shoddy workmanship... ( updated pics added)

[Dewman]

GlassCages.com

I don't know what the rules are about posting critiques, but since this will not be entirely negative, I will take my chances and see what happens.

I ordered an Aquacube for use as a sump for my 33 gallon cube.
It is the 16" X 16" X 24" with a top.

I must say, it shipped quickly, and I had it within a week. When it came to the house, it was packaged well, and protected. There was no shipping damage at all.

When I finally viewed my new prize, I was very disappointed.
The picture on the website is very misleading. This is not actually the product you will be getting.
The pic on the website is a clear, beautifully constructed acrylic tank.
What I got was shoddy craftsmanship.
The top of the aquarium was constructed of about 8 different pieces of acrylic glued together to cover the top. This was accompanied by smudges and gaping cracks in the work with points where fingers streaked the weld-on (or whatever) permanantly scarring the aquarium.
In addition to this, there were black plastic bands surrounding the top and back of the aquarium I suppose to provide support for the badly welded acrylic. There are voids in between the pieces of acrylic where the cement didn't make it all the way through the joint.

I am hesitant to use this as my sump on my new wood floors.
I am going to go back over all of the joints with Weldon#12 to make sure that they are sealed. I filled it with water 2 days ago and found condensation on the outside of one of the corners.
I would try to work with them, but when I called and made my order, the guy on the phone was short with me and sort of gave me attitude. In addition to me having to foot the $36 shipping charges again to get it back to them, I can't wait for another sump to be mailed to me. I have to get this tank done before my trip.

Please let me know if you have had any similar experiences with these folks.

 

[pwj1286]

Pic?! I have only heard good things from them...disapointing.
_________________
japan economy

 

[Dewman]

I will be able to post a Picture tonight when I get home.

I just re-read the warranty info ont he website too. It's not covered under warranty for shoddy craftsmanship.
It says that I would have to pickup the shipping on the tank if i want it replaced...

Tank cost me $100, would cost me $36 to ship it X 2= $72 just to get it replaced for "Free".

I'm mad.

 

[SnowManSnow]

I just bought a $400 glass aquarium from them and I love it. No complaints at all. I picked it up in Nashville at the shop and was even given a tour of the place.. awesome thing the guy has going on there.

If anything my tank was OVERbuilt as far as sturdiness goes (good thing).

Not sure what the problem was with your order.

B

 

[Dewman]

Maybe it is the difference between the glass aquariums and the Acrylic ones...
I have read others like the glass aquariums as well.

 

[Unarce]

I've heard that they've made improvements in their work quality, but I've read too many negative comments to consider ever buying from them.

Sorry you got the short end on this one

 

[Anonymous]

That darn three card monte of life 'gin. :roll:

 

[Dewman]

OK I finally got around to taking some pics...

 

[Dewman]

Here is the entire top, and a pic of it under my tank.
It could be worse, but I am just bitter.

 

[Anonymous]

That is ridiculous.

You should demand your money back.

 

[bleedingthought]

That is ridiculous.

You should demand your money back.

I agree.

I've even recommended for people to check out glasscages when considering tanks because I had heard good things about them.

Really try to get your money back and if they can't work with you, a bad reputation will follow them and will end up costing them.

Keep us posted!

 

[Dewman]

JohnHenry,
Are you serious or are you ribbing me? Hard to tell with this bunch sometimes. :wink:

I went back over all joints with Weld-On #16 with a cattle syringe.
It was too thick for a regular insulin syringe.
Anyway, I went back over all joints and re-sealed most of them. I drilled a couple of bulkhead holes and started work on it.

I wish I could have afforded to send it back but I just couldn't.
I think they count on this when it comes to returns.
What I didn't include was a pic of the top (cover) .
It had the biggest bubble of all right in the center of it. I don't think this thing was clamped when it was put together.
Because of the way it is all gapping and bubbley, I think it may have been shipped wet.

Oh well, I learned my lesson.

Here is a pic that the company uses to advertise this cube. See the difference?

I put together a small overflow for my tank tonight with 1/4" acrylic and Weld-On #16.
It looks great ( even if I do say so myself).


Below is a pic of what I expected when I ordered from them...

 

[Anonymous]

The work does not look very professional. However, since it is a sump, and the integrity seem to be fine (assume there is no leak), I think you should not entitle to a full refund. See if you can get a partial refund or something. Depends on rather you have specification on the design, it really depends on what they want to please you or not. It is a good thing to show others so that they know the picture on the outside of the box is not what the TV dinner will look like when you pull it out of the microwave.

It is not good that when we go to a company with a relatively good reputation that we still need to remember "buyer beware" and other usual consumer fundamentals.

 

[Dewman]

Here is a copy of the letter i just sent them accompanied by the photos you have seen.

Dear Sirs,

I received my aquarium from you last Friday. I must say, that was pretty fast turn around for a "custom" order. I am thoroughly impressed with your shipping and packaging job. It is by far the most thorough job I have ever seen. The box and packaging weighed almost as much as the tank. Good work so far...

Unfortunately, I opened my package to find a poorly constructed aquarium. The acrylic joints have bubbles and gaps in them. Instead of the top being constructed from a solid piece of acrylic with reinforced edges, I found that the top was made of 8 separate pieces of cut acrylic, pieced together to form a semi-sealed top.
There are large gaps between the pieces and the cement used to fuse the pieces has large open bubbles in the middle of the welds.
In addition, there seems to be reinforcement straps running around the top of the tank and down the back joints. No doubt, these are probably needed as the weld between the back piece and the floor and top are filled with gapped bubbles and spaces as well. To top it off, there are permanent fingerprints melted/welded into the top of the cube ( or they look like prints) and the back pane of glass. I am guessing that someone touched this with some wet Weld-on or something brushed it and scarred the viewing surface with wet cement.

Was this just a fluke. Did someone have an "off" day? Please tell me this is the case. I saw the picture on your website of the beautifully constructed acrylic cube (sample photo) and I guess I was expecting it to look as nice and aesthetically pleasing as that one.
Unfortunately, I cannot afford to return it to you ( $36 and the warranty says shipping not included 3X $36 is more than the tank cost).
I am going to have to use this one.
I am frustrated and disappointed.

I was referred to use you by some one I met through my favorite message board Reefs.Org.
I am not sure what your history of customer service is like, but I challenge you to make this right.

Included are a few pics.

Thank you for your time.

 

[Dewman]

SevenEphors, I agree, full refund not needed.

But I disagree that it doesn't need to look as good since it is a sump. They didn't know that it was sump when I was ordering. They could have assumed I was using it as a display.
If someone had gotten this as a display aquarium... well, I cannot even imagine.

Man.. I just can't let this go! It's eatin' me up!

 

[Anonymous]

Not bad for a used DIY tank, but for a new tank, nah

 

[Anonymous]

JohnHenry,
Are you serious or are you ribbing me? Hard to tell with this bunch sometimes. :wink:

Completely serious, not ribbing at all. (I've given up on sarcastic posts, 'cuz it's so hard to tell on an online forum.)

Nice letter, btw. In my eyes, based on the pieced-together eurobrace alone, you deserve a full refund, if that's what you want.

 

[Anonymous]

I agree on the full refund. If the product received does not match the product pictured, especially in all the different ways it doesn't, then it's 100% refundable.

If they become difficult, remind them that reefs.org has 30,000+ members.

Peace,

Chip

 

[SnowManSnow]

With the guy at glass cages if you demand anything youll be up a creek. he has been known to just tell people to go elsewhere if they dont like his work (and he can becuase he does a LOOOOTTT of it). I know it isnt good business practice. Whatever you do try to be tactful or you'll find yourself out the entire amount.

B.

 

[Dewman]

Well, I got a phone call as soon as I sat down at my desk this morning here at work. About 30 mins ago ( I know I was late, sue me...)

I can't remember his name ( Tom maybe), anyway Snowman, I think you are absolutely correct.
I wasn't planning on being anything except tactful.
I would have been exactly that, if I could have squeezed a word in edgewise.

This is how the conversation went...

ME: " Hello "
HIM: Hi, this is Tom ( I think) at GlassCages. Package up the aquarium and we will issue a UPS ticket to have it picked up and we will issue you a refund.
ME: Wha...? Look, I can't really do that. It already has holes in it and...
HIM: LOOK ! (talking over me)YOU ARE OBVIOUSLY NOT HAPPY WITH OUR WORK! There was nothing in your letter EXCEPT COMPLAINTS! So box it up and we will have UPS ship it back no charge.

He YELLED at me... Can you believe that??? Yelled at me.
This is not customer service. This is crap!

He complained to me that I was being critical!! Also he said that he never gets letters like this. People just don't write him letters like this. And, if I wasn't happy with his work, I shouldn't go on line and tell other people about it, but that I should return it.
I explained to him that I really didn't have any other options, and that I had to have something soon before I leave because I have started breaking down my old tank, and now time is of the essence. I don't have time to look around for someone else to build me a tank.
I told him that I fixed it to where it would work for me.
He said... " So you're happy with it now? "
I said, "No, I'm content that I have a working sump at this point. But I am not happy."
I told him that at least it didn't leak now... he said (laughing) " No, heh heh, they never leak". I didn't want to fight him any more so I just let the part go, about me filling in a leaky seam.

We went back and forth, but he never offered me money back, just that he would take the tank back and leave me without anything (I guess except money...)

People are the craziest animals...