Your experience with glass cages.com?

[Alin10123]

Ok... i'm not usually one to fuss and complain. But i am not very happy with the way that things are going with them. If you look on their website, they had a Ga delivery for 2/3/06. That was what i called to order in January. The 3rd of February was last Friday. That was the day i had arranged for help on my end because i had to be able to get the tank into my house. The truck driver then calls me the Wednesday before and tells me to meet up on Sunday. I asked her if there was anyway we could do it on Friday as scheduled because that's when i had my help. She then said she'd call me back the next day.

The next day i get a call from her saying that Sunday is the only day that they can deliver otherwise i could pick my tank up at the next Ga show in April. So i let her know that i will be picking up my tank in April.

Then i e-mail glasscages.com and ask if they were going to keep my money until April, or if they were going to do a refund and then recharge my credit card when i went to go pickup the order.

Saturday i get an e-mail from them saying that they will refund my money when the truck gets back to their store on Tuesday and that i will be charged $4 because of the american express fees. I then e-mail her back saying that if they are going to charge me the fee, just keep the money until i go and pickup the tank in April at the show.

Then TODAY MONDAY i get an e-mail saying that the amount has already been refunded to my american express account minus the $4 and then she said i'm not allowed to place anymore orders because i ordered and then cancelled a special order. (since when is a 55 gallon tank special order? I was told it was an in stock item when i ordered). Then she says no more orders and i can stop by the Ga show to "see" what they have on the floor and pick one out there.

Has anyone else here had experiences like this? I dont see why i should pay $4 for nothign when it was them that messed the dates up in the first place. Then they said my card would be refunded tuesday and then before i even had a chance to reply on MONDAY they said that they already refunded the charge and took out my $4! Then to top it off said no more orders for me. I'm only allowed to buy what's in stock at the show.

I can't believe this. I figured that if you guys recommended them on this forum that they would be good.

What should i do? I still want to buy the 55 gallon tank.

thanks for listening to me rant.

[Alin10123]

Original e-mail after i called to let them know i couldn't pickup the tank:

Dear glasscages,
I ordered a fish tank from you guys that i was supposed to pickup at the "dalton Ga." delivery area. However, because of scheduling and location i decided to wait for the April show in Norcross Ga.
Anyways... my question was since i'm not having it delivered but instead picking it up, can you guys refund my $10 delivery charge? Or even refund the $80 on my credit card and charge it again when i pickup my item? Whichever way you want to do it is fine.
Or... since i live maybe 12 miles away from there, could you guys deliver to my house?

thanks
Aaron

Then her reply:

I will refund your money on Tuesday, when I get the paperwork back here. The amount refunded will be $76, since Amex charged me $4 in fees for this transaction you have cancelled.
Beth www.glasscages.com

Then my reply:
Beth,
Ok... how about you guys keep the $70 until the tank is delivered and then juts refund the $10 delivery charge? Was the $4 some sort of restocking fee? the confusion in the schedule was caused from your website saying 2/3/06 for the date and that was supposed to be a Friday for the date of the Delivery to Ga. I had no idea it was going to be Sunday until this week which was too late to find any help for unloading my tank into my house. Anyways... Instead of refunding the money, i will just pickup my tank at the Ga show in April. Is there any way to get my delivery fee back? Or can you guys deliver it then?

thanks

Then her reply i just got: (MONDAY February 6th)

The money has already been refunded to your american express account. the $4 is the fee american express charges me when you use their card for a purchase. they are expensive. I do not refund their fees when I have to do a refund.
You may come to the Atlanta show and see what size tanks we will have available there. I'm not taking another special order when I've had to refund one already.

[Reefneck]

That is not very good customer service IMO.

I have always heard good things about them and have even recently been on their site considering a larger tank for my Reef (When funds allow). If that is the attitude they have I will look elsewhere.

I am sorry you had such a bad experience. They do make a decent tank at a fair price but because of this attitude, I would look elsewhere before the "Show" and see if you can get the same or better deal just so you don't buy from them.

[ron v]

Alin, I think you have a legit beef. I'm not sure what you can do about it other than, find out who the president or owner is and write him a letter. You might say that you are posting your experience on this forum. Lot's of Atlanta area hobbyist are on this forum and might reconsider using them.

[ron v]

Alin, if you get many more responses like this, you might invite them to check out this forum and see for themselves. You also need to make sure your facts are 100% straight. If not they could sue you for slander.

[Alin10123]

Originally Posted by ron v

Alin, if you get many more responses like this, you might invite them to check out this forum and see for themselves. You also need to make sure your facts are 100% straight. If not they could sue you for slander.

Nope, these are straight. My e-mails were copied and paste DIRECTLY from my e-mail. You can also check their website on the date that they have for the Dalton Ga. Delivery.

[Scuba Kid]

so she just said that because you asked for a refund, she's not ALLOWING you to order anything else? Like she will just refuse to sell anything to you? That doesnt make a lot of sense.

[Alin10123]

Originally Posted by Scuba Kid

so she just said that because you asked for a refund, she's not ALLOWING you to order anything else? Like she will just refuse to sell anything to you? That doesnt make a lot of sense.

I never asked for a refund. If you read all of the e-mails carefully, i said that we could do it whichever way was easier for them! Then she just decided to charge me their american express transaction fees that they are supposed to pay, refund my money days before she said she would, then wont let me order again when it was them that got the wrong date in the first place. As you can see from all of my correspondence i've been really nice and patient. After i sent my reply, they haven't responded to me yet. They probably didn't even bother to read my e-mail. Man... what did i do wrong? If i can't get through to them, should i dispute the charges on my american express card? I know Amex WONT let them turn around and charge transaction fees to me since for them that's the cost of doing business. I dont want to ruin the relationship and be banned from ever buying anything again.

Suggestions if i still want to get a tank? Or anymore comments or opinions on if i was in the wrong? I've posted here WORD FOR WORD all of our correspondence.

thanks for listening.

[Alin10123]

Ok... they aren't even responding to my e-mails now. I'm going to have to dispute the charge with american express. I dont want to do that as it's always easier to settle things directly with the merchant, but they aren't giving me much choice right now. It's not even about the $4, it's the principle of the thing.

Unless anyone has any other suggestions?

[ron v]

I don't blame you Alin. Go for it and keep us posted.