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#1
02-18-2015, 04:34 AM
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This last statement - like your entire thread is just not true. I was very polite to you when I refunded your money. Here is the exact email I sent you: Hoang, I just refunded your payment in full. I think this is best for all parties involved. I will be responding to your inaccurate forum claims shortly. Rick Rather different than above isn't it? I didn't tell you to take your business elsewhere - did I? Or did I say to continue to post your incorrect claims? I said neither - and this is just the beginning of your very altered story of what happened. It is very interesting to me to read your posts and see how you have pretty much not portrayed anything accurately. You just wrote " okay just got my money refunded " like you asked for it. The truth ( which seems to be missing from your posts entirely) is that you did not ask for a refund - I chose after dealing with you to just refund you. If you contest this - please provide any email where you asked for a refund. Not going to happen as you did not. I chose after talking to our team to refund you - rather than deal with you. You started this transaction by trying to purchase the products for the US price when it states very clearly that we charge more for Canada. Here is what you wrote " Hi rick I made the purchase from UR website on sat for two DM 165 P+. It showed that there was free shipping. I did not receive any confirmation from you that I have made the purchase only pay pals confirmation that I paid. How long does shipping take? " Well it shows on the page that you purchased them from the following: DUE TO INCREDIBLE DEMAND FOR THIS LIGHT - IT TAKES 10-14 BUSINESS DAYS TO SHIP! REEF RADIANCE NOW SHIPS TO ALASKA AND HAWAII AND CANADA AND MEXICO! IF YOU WOULD LIKE A PRICE ON WHAT IT WOULD COST TO SHIP ANY OF OUR PRODUCTS TO YOU IN ALASKA OR HAWAII - OR TO CANADA OR MEXICO - JUST GO TO THE CONTACT US PAGE AND SEND US WHAT PRODUCT OR PRODUCTS YOU WOULD LIKE AND YOUR ADDRESS AND WE WILL SEND YOU WHAT YOUR TOTAL SHIPPING WILL BE. WE DO NOT QUOTE COSTS FOR DUTIES OR TAXES AS THIS IS THE RESPONSIBILITY OF THE PERSON RECEIVING THE PRODUCTS. I guess you missed all that. It says 10 - 14 business days which would have been February 13th. However your first post to this forum talking about how awful our customer service was was on the 12th. We responded to every one of your emails in very short order. In fact it took us 4 days emailing you to sort out that you agreed to pay the extra shipping to Canada that is clearly indicated right on the site where you paid. Here is your email to us on the 26th - two days after you paid: From: hoang nguyen [mailto:edited] Sent: Monday, January 26, 2015 9:51 PM To: rick@reefradiance.com Subject: Re: New Form Entry: CONTACT US Yes check. My address is "edited" vancouver bc Canada. Let me no the cost. How long does it take for u to send out and should I be expecting a confirmation email about my purchase. It did not ask for shipping when I paid via PayPal. If price is too high for shipping I can give u a American PO box n I can cross the border to pick up. This was on the 26th and we took two more days to get you a cost - so this added 4 more days. Convenient how you forgot to post this in your rant. You mention that it is outrageous that we don't respond to our customers requests for updates for the 14th days. Actually we post very clearly on our site the following - once again clearly stated on our site: WE DO NOT RESPOND TO PRODUCT STATUS REQUESTS IF THE PRODUCT IS STILL WITHIN THE SHIPPING TIME FRAME INDICATED ON OUR SITE - THIS ENABLES US TO KEEP OUR COSTS DOWN AND KEEP PROVIDING AMAZING PRODUCTS AT INCREDIBLE PRICES. If your order hasn't arrived after this time, please complete the form below to request a status update on your order. Please fill out every line as we cannot track your purchase if we do not have all the information. Thank you for your understanding - we appreciate your business! What we do - and don't do is clearly spelled out on our website - I guess you missed that as well. And frankly when I read comments like " tons " of people are angry - etc etc - who uses terms like that? If you go to the forums - we have a 98% percent satisfaction rating with our customers. Clearly facts and you do not have a very clear relationship. By the way I did hang up on a customer - he would not - under any circumstance let me speak at all - so I told him I could not help him if he did not let me speak and he refused to so I did just that. And you know what - he called back 16 times in a row .................. non-stop. If you think that speaks to a normal person - then I cant help you. If you read the forums - the incredible majority of forums members are good and loyal and happy customers. We sell the best lights at the best prices and have for 5 years and will for the next 5. If you are wondering how I found your post in a small forum in Canada - here is what one of your fellow forum members sent me: " The kid seems like a douche so thought his point of view on what's happened between you two was probably unjust... " hmmmm..... I guess not everyone bought your story........... That is how I found out about your wildly inaccurate posts: Hoang - the reality is - you tried to sneak an order to Canada for the same cost and we caught you and then you agreed to pay like everyone else does and didn't read anything on our site that explained in detail all the terms and conditions of a purchase - you just wanted your stuff NOW! And we processed your order like all the other hundreds of other customers who did read what we wrote - and patiently waited for their lights. And you got angry because you did not want to wait anymore and had to post how awful we are portray how you were the injured party when actually we bent over backward to help you with your shipping confusion and did every single thing listed on our site - exactly as it was written. You wanted the lights at the great price - but you were not willing to follow the simple rules to get them. And I decided - if you were that difficult before we even shipped your lights - how awful would it be if - God forbid - you had a service issue. So I refunded you. So this goes to you and all the people who posted agreement with you on this thread without taking the time to verify any part of it - perhaps you might have taken a moment to verify any of this - before you jumped on the band wagon? Really - would that not have been the right thing to do? My name is Rick Schott - I am the founder of Reef Radiance - and I would welcome any input from anyone on this forum to my email at rick@reefradiance.com. Lastly - in case any one cares - why I spent so much time responding to this one thread way up in Canada - it is because I did two Ironman Triathlon in BC and love your country and absolutely love the Canadian people - I know factually that Hoang is not reflected of these great people at all. Sincerely, Rick Schott Last edited by Aquattro; 02-18-2015 at 05:30 AM. Reason: personal info removed 
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#3
02-18-2015, 06:19 AM
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This is the email i sent ur wife.. it seems fair and i did not get an email back for a few days until i made that forum post.
Maureen, it's been 3 weeks. How come my lights are still not shipped out yet? I need an update atleast. Do u have them in stock? My tank can't wait any longer. I've also read on forums that ur iPhone app doesn't work so I won't even be able to use my lights once it comes? Please reply asap. I'm going to give it till Friday if I don't hear back I will just get PayPal to reverse the transaction. I hope u understand my frustration. Thanks This is what u wrote on the paypal refund instead of trying to keep a customer and many more they could bring in which every business would do. Instead you u sent me this with a refund right away after i posted on forum. Reef Radiance rick@ricksdiet.com http://www.ricksdiet.com Note from merchant DEAR HOANG, I JUST REFUNDED YOUR PAYMENT IN FULL. THIS WILL ENABLE TO PURCHASE ELSEWHERE - SOMETHING WE BOTH WANT AT THIS POINT. I WILL BE RESPONDING TO YOUR FORUMS POSTS SHORTLY - SO FEEL FREE TO CONTINUE TO POST INACURATE CLAIMS. RICK Would that not mean to take my business elsewhere? and in all caps. Do a quick google search and there are threads on almost every reefing forums about your customer service skill. Also when i said i needs my lights soon i was told to see the loaner lights program. Why would i want to get lights loan when i just paid for ones? All i really wanted was just an update on why they have not been shipped yet and i was not given one in 3 weeks. It could just be like oh we are behind in stock.. then i would be fine with that and that should be made aware to possible buyers on your site as backordered Last edited by jason604; 02-18-2015 at 06:25 AM.
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#4
02-18-2015, 06:57 AM
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#5
02-18-2015, 07:12 AM
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#6
02-18-2015, 10:06 PM
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I have already addressed your posts and I am done with this. I made my point very clear and - speaking of other peoples opinions - have received direct emails and PMs from others on this site who appreciate my direct and factual approach to this - and frankly - these people hold you and your posts in rather low esteem. I truly wish you the best of luck in your purchase of lights. Rick
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#7
02-18-2015, 10:15 PM
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this is your word against theirs and you two were the only parties privy to what really happened.
Hashing it out for all to see does nobody other than those who enjoy the drama any good. Looks like some miscommunication and some hasty, emotional decision making. We've all been there.
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