JL order

[Darth Wader]

Ok so I ordered a Phosban reactor and a TUNZE 9005 skimmer for my new nano tank from JL and when I got it today I opened the box and the skimmer was obviously used. Has anybody ever had this happen before?

[bassman]

Not from J&L no. Usually great service.

[Darth Wader]

Yea it usually is. I have ordered before and its always been good. They want me to take pictures and email them to 'em. I'm pretty upset that they didnt inspect it before they sent it to me.

[bassman]

Ya that sucks, I am sure they will make it right.

[Darth Wader]

Yea hopefully. I will take some pics tonight and send it to them and hope they say they will replace it. Just kinda a hassle to have to go through all that.

[tharkema]

Just did an order from them about 1 week ago and bought lots of stuff... No problems at all... would recommend again.. and sure they will fix the problem.

[Myka]

Originally Posted by Darth Wader

They want me to take pictures and email them to 'em. I'm pretty upset that they didnt inspect it before they sent it to me.

They ship out hundreds of items everyday. There is NO WAY they can inspect every single thing that goes out, it would take too many man hours. Yes, there are sometimes problems, and when there is they are very good about making it right. Of course they want you to take pictures, otherwise every Joe Blow out there could scam them. They have good policies in place, and stand behind every item they sell.

My bet...the skimmer you have now was returned on warranty, and ended up getting put on the shelf by accident instead of in the warranty bin. Mistakes happen...humans are not machines.

As far as the box being opened before or not, customers often want to take a look at what they're buying or what they're interested in, so it wouldn't be odd to get a box that had the original tape cut.

[Darth Wader]

So I sent the pictures and called them yesterday. Talked to one of the guys that worked there and he was very upset that a used skimmer had been sent to me. He was quite helpful and is sending me a new skimmer along with a ups slip to send the used one back to them so I don’t have to pay. Very helpful and very friendly with the whole situation. I’m happy with the customer service they have given me in fixing this problem.

[Myka]

I figured.

[Darth Wader]

Yea I'm glad it all worked out, and they were very helpful making sure it did.
As for your statement Myka
"They ship out hundreds of items everyday. There is NO WAY they can inspect every single thing that goes out, it would take too many man hours. " Thats a pretty crazy thing to say. J&L runs a great online store and I've never had an issue but if doing a job properly would take to many man hours then they need to hire more people or take less orders. Simple as that! You cant do something wrong or incorrectly due to it taking "to many man hours". If I did my job improperly and blamed it on an excuse like that I would be out the door before I even finished telling them that. That’s just my opinion about it.