Buyer beware!!!!!!!

[Hockeynut]

Today I went to Tropaquarium to return an expired Red Sea pro foundation test kit that was sold to my wife last week. First off I want to say I did not have a receipt I threw it away when I took the kit out of the bag. With that said I questioned (Michelle) I believe the manager on duty about the expired test kit and she said it had just came in. With that said I looked at the other kits on the rack and a pile of them were expired she just waived her hand and said something I didn't understand and walked away from the rack not taking any of the exp kits off!!!
I asked for my money back so that I could go buy the kit I needed somewhere else and she said she wouldn't give me the cash without the receipt even though she knew the kit came from there.
I couldn't just walk away without explaining how disappointed I was in them being I have been a customer for years, for them to treat a long time customer like that is horrible business and as for me I will never step foot in that store again. Thanks Trop

 

[malulu]

i think you should talk to her boss and and complain about this behavior...
we can't just walk away from a place that we like - because of ONE bad apple!

 

[lps1212]

Well that sucks I am in agreement with the op id never step foot in there again bad customer service is a shame especially when done to long time customer plenty of other lfs in jersey move on to the next one

 

[JRWOHLER]

I have always felt that they just take advantage of their long term standing in the community. They have a huge selection but I have lived in the area for almost 20 years while being a customer and I would bet not one would know my name. I prefer to shop at stores that I can say hey "___" and they reply with my name. Also when presented with an opportunity to build relationships between NJRC and Trop they have refused to participate say with group buys or whatnot.

 

[lefkonj]

While I like their selection, sometimes, that isn't the first bad experience i have heard about. Personally complaining to Michelle's boss won't do anything because its his policy not hers. You also shouldn't need a receipt since they can look it up in the computer, as long as you wife gave your name when you bought it, they track it all for rewards points.

Test kit expiration is a major pain in the butt and I have had horrible experience with Elos around this, and actually stopped using them because of it.

 

[Hockeynut]

At least I'm not the only one who believes that a business should know when common sense should over rule written policy, especially when a long time customer is involved. I guess because they don't know my name in there they should assume its the first time I've walked through the door. I know they know my face I have probably been there at least 8 or 10 times in the past 6 months alone, hell I bought my 90 I'm running now there. Not to mention all of the cash I have dropped there over the years. Bad business.
Now I'm sure more and more my cash will go across the street where they at least try to help out.

 

[jose7878]

That really sucks. I've been to that store only two times. 1st time I was ignored and 2nd time it was like I was bothering the two guys in the coral section. I never went back after those 2 experiences.

 

[dppitone]

It's better to write a letter to the boss them talk to him/her. Letters last forever, where conversations linger away quickly.

 

[Empire]

Talk to Gary he should set things right.

 

[mrehfeld]

That really sucks. I've been to that store only two times. 1st time I was ignored and 2nd time it was like I was bothering the two guys in the coral section. I never went back after those 2 experiences.

Wow I thought it was just me. I've been to the store a number of times with money burning a hole in my pocket and walked out without spending a dime, thanks to being ignored while the store was empty. I can't blame the cashiers but the sales staff isn't as attentive as ACC who is across the road.

 

[Hockeynut]

You might be right empire but I don't have the time of the patience to correct there shortcomings as a business. I have owned my own business for 16 years and if I were to treat my customers the way they treat there's I would have been out of business a long time ago. I feel the only reason they are still around is because us reefers are like junkies and our have to have it addiction will push us into doing things like going to a store even if we don't particularly like it just to get what we want at that time. (Not any more) at least not there
They prove they don't care by not even acknowledging this thread which shows an obvious problem with there staff.
If I were the only one ranting one could say that guy is blowing this out of per portion but I'm not the only one.

 

[AnthonyJerseyShore]

I stopped at ACC the other day. MLK on here recommended trop, and I skipped right by it. Even in North Jersey I've heard bad things about the staff. ACC on the other hand, the people are friendly as can be. And, I believe they are in the process of joining our vendor list. Their selection is somewhat limited, but, I'd rather deal with friendly people who take the time to get to know you and chat. Acting like you are a "bother" is not how you do business. Us reefers spend a lot of money, and customers that keep coming back, should be appreciated. If you are ever up in North Jersey, check out Fin City Aquatics in Sparta. They only have about a thousand gallons worth of fish and corals, but, they are good guys and appreciate their customers.

 

[Hockeynut]

When I'm up at my buddies in Sparta I will drop in. I agree about ACC extremely nice people and instead of getting worse the store is getting a little better every time I go in.

 

[AnthonyJerseyShore]

Good ! I talked to the owner of ACC. Once I start breeding clowns (when I move into my new place) he's going to be one of the people that buys them from me

 

[DarthSimon]

You will not get anywhere with the owner. I've had the same experiences there too... Walk around for 20 minutes in an empty store and get ignored. The owner would tell you I was paranoid and demanded more than I should, but I tell you for the 5000-10,000 I spent there per year, they could have been much nicer.... You would think they would come over and try to sell me there goods??? The guy across the street ACC has great customer service... Prices are much better. They don't gauge your eyeballs out.

 

[Hockeynut]

Look at all the cash that is on these two pages left behind do to piss poor business practices, if I were the owner I would be hammering my staff right now and changing my policy.

 

[DarthSimon]

Yep!!! It's happening more and more every day. Austin was a great guy at Trop! Good kid!! Michelle on the other hand was like Jeckle and Hyde.... I always remembered you would walk in and she would be sitting up in the office up top there... She would never look down and say hello, smile, or acknowledge your existence.... I run a retail business myself, and every customer is greeted with a warm hello and asked if they need any help making a purchase....

I once bought a 300 dollar Rhomboid Wrasse there and it was acting a little batty in there tank the day I picked it up. I got it home and after drip acclimation I went to net the fish and it jumped out of the bucket and behind my tank. After a minute or so, I got him back in bucket, he was in bad shape!! He came back to his senses and I dropped him in display. Well he went into shock and got bit up a little by my tank mates because he just dropped to the bottom and looked like food... He lived for 2 days and died. I had a private meeting with the owner of Trop the next day about another matter. At the end of the meeting I came clean with him and told him exactly what happened. I was honest. I could have lied and said the fish just died and his policy would have given me a new fish or credit. Instead his reply to me was "no credit" period!! That was it. Didn't offer to work with me, possibly buy another one at half price!! Nothing!!! So I threw 300 dollars out my car window on this one... My retailer wouldn't support me one ounce... I took to email to try to reach out to him and make him see it a better way. He didn't respond. I saw him at Trop a few months latter and he cornered me and told me I was a baby and to stop sending him letters and emails about the incident. Wow!!! I'm basically begging him so that I can spend more money in his store after he treated me so poorly.... Wow!!! Nothing like treating a customer right!! John across the street knows how..., I wouldn't give Gary a penny of my money and I make sure every person I know has an idea of what they are all about at Tropaqurium!!

 

[jose7878]

I run a retail business myself, and every customer is greater with a warm hello and asked if they need any help making a purchase....

Just by the retailer welcoming you to their store means a lot. It makes you feel invited , in return makes you wanna come back and see what they have periodically to make a purchase. That's just my opinion.

 

[NyteGTI]

Just by the retailer welcoming you to their store means a lot. It makes you feel invited , in return makes you wanna come back and see what they have periodically to make a purchase. That's just my opinion.

yep, I hate walking into a LFS & feeling like im bothering them if I need something. not looking to be followed around like a shadow, but a greeting or an occasional "can I help you with anything" goes a long way!

 

[TanksNStuff]

Yep!!! It's happening more and more every day. Austin was a great guy at Trop! Good kid!! Michelle on the other hand was like Jeckle and Hyde.... I always remembered you would walk in and she would be sitting up in the office up top there... She would never look down and say hello, smile, or acknowledge your existence.... I run a retail business myself, and every customer is greeted with a warm hello and asked if they need any help making a purchase....

I once bought a 300 dollar Rhomboid Wrasse there and it was acting a little batty in there tank the day I picked it up. I got it home and after drip acclimation I went to net the fish and it jumped out of the bucket and behind my tank. After a minute or so, I got him back in bucket, he was in bad shape!! He came back to his senses and I dropped him in display. Well he went into shock and got bit up a little by my tank mates because he just dropped to the bottom and looked like food... He lived for 2 days and died. I had a private meeting with the owner of Trop the next day about another matter. At the end of the meeting I came clean with him and told him exactly what happened. I was honest. I could have lied and said the fish just died and his policy would have given me a new fish or credit. Instead his reply to me was "no credit" period!! That was it. Didn't offer to work with me, possibly buy another one at half price!! Nothing!!! So I threw 300 dollars out my car window on this one... My retailer wouldn't support me one ounce... I took to email to try to reach out to him and make him see it a better way. He didn't respond. I saw him at Trop a few months latter and he cornered me and told me I was a baby and to stop sending him letters and emails about the incident. Wow!!! I'm basically begging him so that I can spend more money in his store after he treated me so poorly.... Wow!!! Nothing like treating a customer right!! John across the street knows how..., I wouldn't give Gary a penny of my money and I make sure every person I know has an idea of what they are all about at Tropaqurium!!

I'm not agreeing with the attitude of the owner/employees about that incident, but if I was buying a $300 fish, I'd go about it a lil differently.

For one, I wouldn't purchase it if it was "acting batty" at the store.

Secondly, I would be putting it in a QT for at least a month to observe and treat if necessary. I know there are lot's of people who put fish right into their display with plenty of success... but it's that one time where it's a failure that is hard to deal with.

Lastly, when I do introduce it into my display, I try to do it at night or just before lights out. That way, the other fish are worrying more about getting into their "beds" and protecting their home than bothering a newcomer. Sometimes, you may also need to introduce the new fish in a protective container so other fish can observe and greet them (or show their dominance, etc) without being able to harm the new fish.

All of this will minimize stress and give your fish the best chance at survival. The survival of your fish is as much your responsibility as it is the retailer, unless the fish was shipped improperly or had an issue before you purchased it. Then you would obviously have a reason to ask and expect some sort of refund or replacement.

Sorry, I don't want to sound like I'm defending the fish store in any way. But perhaps if better care was taken for your fish, there might not have been a problem that the LFS owner had to defend (or get blamed for not trying to fix).

I do however agree with you completely about the importance of a friendly greeting or helpful employee. There is no excuse for not providing that to any customer, let alone one that frequents the store and/or makes a large $$ purchase.