Posted: Wed Feb 23, 2011 3:27 pm Post subject: Re: Indiapetstore Customer Interaction
Hi Chatbox,
I am not sure if you read through the description of the MMLR rock. We clearly mention it is made of hollow Fiber based material and in the processing we add portland cement to it as a coating. With regards to the colour, there are no paints on it and is a mixture of different colouration of the fiber material used in making them. We never claim the rock holds any aerobic or anaerobic bacteria, it only aids the growth of these bacteria due to the surface texture and hollow nature of the rock.
These are the details from the product description.
"This artificial rock has the ability to hold and grow aerobic bacteria as well anaerobic bacteria to aid in the elimination of ammonia, nitrites and nitrates (which are fatal to fish, invertebrates and corals). "
"It has a Porus Fiber base rock coated with mixture of Portland Cement II and Argonite + Live sand"
"We do not use a concrete aggregate so we do not have to leach out calcium hydroxide"
"Due to the extreme porous nature of the rock and hollow base fiber rock, actual weight vs wet weight differs."
With regards to the broken rock, the customer service will send you a confirmation and you can either send the broken rock back for replacement or you can visit the collection center in mayur vihar and get an immediate replacement.
Alternately if you missed reading the description or there was any confusion and the product is not as you thought it would be, you can always return the product back for a store credit within 7days of receving the product.
Posted: Fri Feb 25, 2011 2:24 pm Post subject: Re: Indiapetstore Customer Interaction
Hi Nirav,
Thanks for your reply and the explanation.I had indeed very well read through the description on the website prior to placing the order.If you could please explain what exactly below description on the website indicates.
(1) " The man made rock has no artificial colors, dyes or paints and is only colored by the growth of algae and any natural occurring or growing organisms (which may include coralline and other algae)and the base colour of fiber rock."
(2) "Our Live Rocks are completely cured for 10 weeks before shipment."
On point 1 above the statement "is only colored by the growth of algae and any natural occurring or growing organisms (which may include coralline and other algae)" is misguiding
On point 2 above it clearly states "Our Live Rocks are completely cured for 10 weeks before shipment"
I really do not understand this since all i recieved is dry hollow rock formations which look like plastic/resin and with cosmetic coloration on surface which replicate algae.
Posted: Wed Mar 02, 2011 10:13 pm Post subject: Re: Indiapetstore Customer Interaction
My case has been different,order has been recieved and is not what they state on website and i have been looking for answers from them which so far th've not responded back on plus i've emailed them as well but no reply on that also.I guess that's India and we've faced similar situations throughout our life but i am a little disheartened by the fact that Indiapetstore would actually have audacity to take things so lightly when nothing is hidden from IAH community.
Joined: Jun 30, 2003 Posts: 38 Location: Belgaum, Karnataka
Status: Offline
Posted: Wed Mar 02, 2011 10:41 pm Post subject: Re: Indiapetstore Customer Interaction
This is what has happened to me also. They send the material in three different parcels without intimating me that they have sent the same in different parcels or from Mumbai and when bought to their notice that I have not received some of material , Mr Nirav says that it is wrong on my part to assume that they have not sent the material. How can I know that they have sent in different parcels or from a different location without any intimation from them. Overall a very Bad experience. Once the order is placed and money is paid then we have to send them reminder after reminder. My order of December 17 is not executed and the reason is the consignment is stuckup with the customs . The custome duty is charged at 65%. Nirav could you please give me the link to the custom duty tariff for the particular item I had ordered. Anyway I have cancelled my order for that particular item which is stuckup with the customs.
Also I have seen on atleast 2 occasions. Whenever I order for a few things ,after the order is placed and the payment is made I get a mail stating that some of the goods ordered are not in stock and if need be he could replace with another Brand or else retun back the money. Out of frustation we opt for the other brand. Is this a ploy to promote their slow moving goods?
Also on your website your shipping policies state that the goods will be shipped in 5 working days. Not a single time has this been done. Atleast in my case
This is what has happened to me also. They send the material in three different parcels without intimating me that they have sent the same in different parcels or from Mumbai and when bought to their notice that I have not received some of material , Mr Nirav says that it is wrong on my part to assume that they have not sent the material. How can I know that they have sent in different parcels or from a different location without any intimation from them. Overall a very Bad experience. Once the order is placed and money is paid then we have to send them reminder after reminder. My order of December 17 is not executed and the reason is the consignment is stuckup with the customs . The custome duty is charged at 65%. Nirav could you please give me the link to the custom duty tariff for the particular item I had ordered. Anyway I have cancelled my order for that particular item which is stuckup with the customs.
Also I have seen on atleast 2 occasions. Whenever I order for a few things ,after the order is placed and the payment is made I get a mail stating that some of the goods ordered are not in stock and if need be he could replace with another Brand or else retun back the money. Out of frustation we opt for the other brand. Is this a ploy to promote their slow moving goods?
Also on your website your shipping policies state that the goods will be shipped in 5 working days. Not a single time has this been done. Atleast in my case
Hi Mirji,
Since your mails are directed to me, the response will come from me, all your mails have been responded for by me in person and you are well aware of the same. Yes if you are expecting instant replies to your emails, that may not happen incase i am travelling, Last week have been unwell and mostly out of office hence there have been no reponses on IAH as well.
Also the choice of shipment chosen by you was Surface shipment and hence they have their own timeframes. Our shipping policy clearly states that liquids, Powders, Co2 cylinders etc can take upto 21days for delivery. Your products have been delivered well within that timeframe or probably much before that. Our Email responses usually would take between 24 - 72 working hours depending on the nature of your query.
The 65% charge is for Customs and Handling. Customs is 40% as per general category and 25% is the cost of shipment for orders placed on import. Again the customs charge is at the discretion of the customs and incase any amount is charged below that, the same is refunded via a cheque included along with the delivery parcel.
All orders with a lead time are imported on request.
If a product is not in stock, obviously we will offer you a full refund or the choice of an alternate product. We really dont have any slow moving products, obviously if a product is in demand their alternates are always in demand. So the choice is still with you for a refund. If we dont have a product we wont hold your money. If you think its a ploy, where is it in a full refund that is being offered to you.
chatbox55:
To that we have a simple return policy, if the product is not as per what you think it should be you can return it to us for a refund. Again our policy is keeping in line with the customers choice and convinience. To opt for the same rest with the customer.
Also i think you are confused between curing process and seeding process. Curing ensure that the rock does not alter your pH value and water chemistry, Seeding is when it is put along with actual live rock and thats when it "may" grow coraline or other algae. Incase a rock is in stock with us beyond the 10 week curing time, we put it with seed rocks and only then "it may contain coraline or other organisms and aglae" however that is a "may" and not "will" contain. The rocks are made of a fiber base and that is something clearly mentioned in the product description.
With regards to your emails not being answered, once a query is being responded by me, my staff will not answer emails unless the question is of a different nature. Since only i access IAH, till the time i log in and respond, you may not get a reponse here. You still have the choice as per the first para open at any time for you.
Joined: Jun 30, 2003 Posts: 38 Location: Belgaum, Karnataka
Status: Offline
Posted: Mon Mar 07, 2011 11:15 am Post subject: Re: Indiapetstore Customer Interaction
Nirav,
I had received your mail on 03-03-2011 and you had stated that the refund due to me should be credited in 48 hours . It is well past 100 hours but not a single paise is credited.This is the mail which you had sent
By Nirav: Post Read & Edited as contents of the post include AWB Nos , not realted.
Posted: Tue Mar 08, 2011 12:24 pm Post subject: Re: Indiapetstore Customer Interaction
Hi Mirji,
The above post is edited , since it contained Awb nos not meant for public viewing and were sent to you for reference only.
The refund has already been processed by the accounts section in my office. There were some issues with the indian bank website for NEFT transfers, I think the same should get credited to you today via a cash deposit. A Cash packet as already been droped in to the cash box at icici.
The Sponge filters aparently have got returned for some reason, the slip on the courier company states party refused saying not ordered on 28th Feb. So i am asuming they reached either the wrong door or something.
So if requested we will resend the same or issue a refund as you may choose.
Joined: Jun 30, 2003 Posts: 38 Location: Belgaum, Karnataka
Status: Offline
Posted: Tue Mar 08, 2011 1:15 pm Post subject: Re: Indiapetstore Customer Interaction
Nirav,
If it is possible for you to send the sponge filters immediately then you can send. But if it going to take unduely a very long time then I better get the refund. The choice of service is yours.
Also kindly let me know the name of the Courier and the Airway Bill No in respect of the sponge filters which was returned so that I can approach the particular courier and ascertain why the package was refused or whether it was delivered to wrong hands.
Also there was no need to edit the entire post . At the best you could have deleted the AWB Nos since you felt that the same were not meant for public view. You should always welcome constructive criticism as you have been saying in all your earlier posts.
Posted: Tue Mar 08, 2011 2:32 pm Post subject: Re: Indiapetstore Customer Interaction
Hi Nirav,
Thanks for your reply & an option for a refund but i just want to advise you here that my intention was in no way to seek a refund at least that is not the purpose.
I just want to advise you here that the terms used in the product introduction are misleading and i am sure others will agree as well.
Joined: Jun 30, 2003 Posts: 38 Location: Belgaum, Karnataka
Status: Offline
Posted: Wed Mar 09, 2011 7:43 am Post subject: Re: Indiapetstore Customer Interaction
Nirav,
Till the time of this posting viz: 09-03-2011 time 7.40 am not a single paise is credited. If the cash packet has been dropped on 08-03-2011 then by evening of 08-03-2011 the amount should have been credited. First you said that you had some NEFT problem and delayed the payment by 5 days. Yesterday a Cash packet is supposed to have been dropped as per your email and above post ?????.
Till the time of this posting viz: 09-03-2011 time 7.40 am not a single paise is credited. If the cash packet has been dropped on 08-03-2011 then by evening of 08-03-2011 the amount should have been credited. First you said that you had some NEFT problem and delayed the payment by 5 days. Yesterday a Cash packet is supposed to have been dropped as per your email and above post ?????.
Mirji
Hi,
My guy had gone again to the bank with the deposit slip and reverified with them yesterday, they mentioned the same was credited to your a/c. Amt Rs 580/-
Any more of payment is ok for us. I am not sure if paypal will work for you since they have lot of restrictions for indian users. There are no extra charges.
@kaushik
T5HO Fixtures are not available at mumbai and are online exclusive.
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