Skiptons Pet Center

[sagecx]

So normally i have been pretty satisfied with my experience at Skiptons. But recently I purchased a second reefkeeper system for my new tank from them(less than 2 weeks ago).I set it up this week and its not working properly.

So I call Skiptons to ask if i can just exchange the product and was informed that they dont take any returns on defective equipment and i have to go through the manufacture. Now yeah i can understand that, if it was out of a normal 30 day return policy but i have never had this problem at any other pet store within the standard return policy. When i purchase something that doesnt work i expect the store to take it back. Even the online retailers will take it back in 60 days.

Just really disappointed that a local store cant give the same customer service as the online stores and after the last few months i have spend a decent amount of money at the store and feel at least a bit of help would be in order not a straight refusal.

Sadly if i had know this i would have never bought it there, nor will i do much further business there now. Convience does not beat customer service for me. Guess I will stick to online stores from now on at least then i have some protection in the stuff i buy.

Good place to buy fish, though i wont be buying from them again. Just dont buy any equpment unless you want to take all the risk and the hassle of dealing with the manufacture.

 

[saltwaterB]

Actually that was not what I said to you. I told you that DA prefers that you contact them for replacement or defective equipment. Because that is their policy not ours. We do not order directly from them, therefore we can not return products to them directly. We have tried before and they would not let us. (even on items that we have here as store use)
On most products (unless the manufacturer specifies) we will gladly take returns or offer an exchange. But DA products are one of those exceptions. I am sorry that you feel the way you do, but in this situation it is out of our hands (one reason we are contemplating not carrying DA products anymore)
So really this has nothing to do with customer service at Skipton's, I am sorry that you are not happy with DA policies. But as I said to you on the phone, they are very good with end user customer service and will take care of you very quickly.

 

[saltwaterB]

In every DA package it has a piece of paper that states
"whether your product was purchased from DA or an authorized dealer you should contact DA for all support related issues. We have a number of support options that you can use from phone support to our online forum"
Support Contact
forum: http://forum.digitalaquatics.com
email: support@digitalaquatics.com
phone: 425-527-0995 (M-F 8:30-4:30 PST)

 

[sagecx]

I have dealt with DA customer service and although generally good it can take a long period of time. I have purchased 5 reefkeepers for myself now and friends tanks i have set up. This would be the second one unit that had a problem from the get go. At the other place a local pet store in seattle they just had me bring it in and exchange it(they told me they would then RMA it or something). This was over a year ago but maybe the policy has changed. I have also had to send back an SL2 module through an online vendor and they as well sent me a new one instead of making me go through DA. So that is why i assumed the same would be for your store.


I purchased it because i felt that having bought it new from your store if something was wrong i could just exchange it. I also have found that you keep quality livestock and wanted to pick up some livestock while making it convient to save myself a few days that shipping would normaly involve. Had i been warned or informed that once i walked out the store i was out of luck i probably would have purchased it elsewhere that offered me a better guarantee. I think that with with equipment you should have to give this information so as a customer i can make a choice that fits my needs better. That is why i said i have a problem with the customer service.

As for the paper requesting that support related issues be dealt through DA has some justification but being sold a defective item(not your fault) should be something that can be dealt with immediately. And from my experience other retailers have recognized this or in the case of some online vendors they disclose upfront that there is no return policy on certain items.

If the policy had changed with DA or that is a supplier issue then i understand what you are saying but again i should have been informed of this at the purchase time.

 

[saltwaterB]

I am not sure who sold it to you, but something like that may not come up in conversation. especially depending on the employee. (they may not have even known) Mainly because it is not our policy, we have nothing to do with it. The store you spoke of sending an RMA, means that they buy direct from DA, we do not. As I have said earlier, they have given us a hard time when we needed a new head unit for a unit we use on a store display. The two previous issues customers have had with units purchased from us contacted DA and got what they needed AsAP. Maybe we could review our policies and not carry products that I can not just exchange, but customers have asked for the product, so we keep a few in stock. If it was unopened, I would have no problem taking it back, but once used I can not do anything with this particular product. Other products (with some exceptions) can be returned or exchanged no problem. Again, I fail to see where the problem with OUR customer service is. I am concerned because if it really is a problem I would like to make sure it is addressed. I want to make sure all of my customers buy with confidence. I am not sure how you are out of luck here, as DA will resolve your problem with no issue, I was just not able to instantly satisfy you. So it appears as I am the one out of luck, as I have lost a customer over something I had no cntrol over.

 

[sagecx]

I understand your point of view and had your employee or even you, since you grabbed it for us, mentioned that we couldnt return this then i would not be upset. But NO one mentioned this, that is where it was bad customer service. Look i worked retail before at Fry's Electronics and there were some items we sold where a similiar thing with a manufacture wanting to handle it instead of letting them return to the store. But we had to tell the customer this, basicaly there it was required or the store had to take it back. So what i am complaining about is the customer service and by posting this hoping to inform possible future customers about the dangers of their purchases since you have choosen not to. If this is such a problem put a sticker on it so the employee can know to mention this at the checkout(thats how other stores do it). That is why this is something that you are responsible for also realize had someone just mentioned this to me at the time of purchase i would not have any right to be upset about it.

I am working with DA on getting it fixed and yes asap stands for 2-3 weeks before i get my reefkeeper back. If i had just bought online i may already have a new one at my door today, maybe not. How am I out of luck? Well it is my time and that i am not home enough to trust that my nano will stay the right temperature hence why i bought the reefkeeper system.

You have lost a customer becuase you didnt find it necessary to properly inform me, which would have taken all of 15 seconds to explain. It's a shame cause despite the issues with your equipment sales i have always had a positive experience buying livestock there.

 

[saltwaterB]

And I can clearly see your point. And I checked our policies, and on every other item with restrictions we have it posted. So to alleviate this problem from ever happening in the future, and for several other obvious reasons, I have decided to no longer carry DA products in stock. If anyone wants them they will be special order only from now on. And all of the details will be explained before ordering.
Again, I definitely appreciate your comments, and am always looking for ways to better our business. It is a shame you caught us on literally the one case like this in the shop, and truly my hands are tied and I wish I could have done something to make it right for you.

 

[JayM]

Note: Several posts that were not first hand experience were deleted.