bankyf October 23, 2009 Share October 23, 2009 Back in July I decided to order a 48" x 24" x 22" custom rimless starfire(3-sides) tank with external overflow from Aquarium Obsessed out of Canada. At the time I was promissed an 8-10 week build cycle and gave them a cc# for a 50% deposit. I was aware that they were in the middle of a move and asked several times if that was really a realistic build time. I was told it was due to the fact that they would be much better organized in the new shop. At about 7 weeks I sent an email to get an update and did not receive a reply. Around this same time I was following several posts about people having trouble getting what they had paid for on the AO forum at RC (mainly light fixtures, not tanks). AO stopped responding to the posts and a few days later their forum dissappeared. At week ten I sent another email requesting the status. After several days with no answer I sent another "not so friendly" email to the two different email adresses I had. This email was answered within a few hours explaining that they had downsized and did not have as much work space but still intended to build my tank. At that point he said he needed 2-3 more weeks. Week 3 was last week. I sent another email requesting an update. Today I got a phone call that my tank is ready, but won't ship until the end of next week to allow time for the silicone to cure. I was a little upset as we never discussed the details of size and placement of the external overflow or the holes, but after talking about it today I am satisfied with what they have done (or at least say they have done). At the end of our conversation I was told that I would need to send them a check for the balance as they no longer have a credit card machine after the move. Now I am concerned! The deposit is basically gone. I don't believe there is any way I can get that back at this point. Do I trust them and send the check in hopes of receiving this beatiful tank? Any other suggestions? I did research them at the time of the order and determined that they were slow, but the quality would not be a dissapointment. Since that time several more complaints have popped up about poor customer service, but I have never found one legitimate complaint about the quality of their product, only about their customer service. Link to comment Share on other sites More sharing options...
khalid October 23, 2009 Share October 23, 2009 Maybe ask them to send you pictures of your tank to make sure it is complete and looks the way you want it. Hope it works out for you it definitely sucks when things like this happen. I am dealing with that currently with furniture I ordered that came in 2 different colors. :( Link to comment Share on other sites More sharing options...
bankyf October 23, 2009 Author Share October 23, 2009 Maybe ask them to send you pictures of your tank to make sure it is complete and looks the way you want it. Hope it works out for you it definitely sucks when things like this happen. I am dealing with that currently with furniture I ordered that came in 2 different colors. :( I have asked already asked for a picture. At least that proves they built it. Actually receiving the tank is my primary concern, but if something is wrong if it comes I am not sure I will have any recourse. Link to comment Share on other sites More sharing options...
Sikryd October 23, 2009 Share October 23, 2009 Pictures or no money Link to comment Share on other sites More sharing options...
Jarosh October 23, 2009 Share October 23, 2009 If there are issues you can still work with your CC company to get your money back regardless if they still have an account. I've gone that route before, but never had issues where I paid with a check and tried to get my money back. Overall get some pics before sending the rest of the money, prepare for the worst and hope for the best. Link to comment Share on other sites More sharing options...
bankyf October 23, 2009 Author Share October 23, 2009 If there are issues you can still work with your CC company to get your money back regardless if they still have an account. I've gone that route before, but never had issues where I paid with a check and tried to get my money back. Overall get some pics before sending the rest of the money, prepare for the worst and hope for the best. The fact that it has been about 14 weeks, it is international, and they seem to basically be out of business leads me to believe that there is no hope with the CC. Even if it were not for all of that, at this point they still claim to be upholding their end of the deal so I really don't have a case for a dispute, other than the fact that it has taken longer than quoted. Link to comment Share on other sites More sharing options...
wdytat October 23, 2009 Share October 23, 2009 If they promised the product within a certain window, and the photos show a product not to the specs you requested, then you have a case. It would help if the conversations/agreement were in writing though. Link to comment Share on other sites More sharing options...
bankyf October 23, 2009 Author Share October 23, 2009 If they promised the product within a certain window, and the photos show a product not to the specs you requested, then you have a case. It would help if the conversations/agreement were in writing though. I do have emails from them with promised timeframes. The specs were never discussed in detail. I figured when they were ready to order the glass they would call to verify the details, but that never happened. They just decided the details for me. But, like I said, I can live with what they decided. I just don't want to be without a money and a tank or I tank that is damaged/poorly constructed. Link to comment Share on other sites More sharing options...
davelin315 October 23, 2009 Share October 23, 2009 Don't live with someone else's decisions on a tank - you'll just end up wanting to get a new one down the line. Make sure it's what you want or it's not a custom tank, it's prefab and you might as well not pay the price of a custom tank any longer. Link to comment Share on other sites More sharing options...
bankyf October 23, 2009 Author Share October 23, 2009 Don't live with someone else's decisions on a tank - you'll just end up wanting to get a new one down the line. Make sure it's what you want or it's not a custom tank, it's prefab and you might as well not pay the price of a custom tank any longer. I am fine with the decisions they made unless someone has good reason that I should not be. The tank is 48" wide and the external overflow is 24" wide centered on the back with 3 - 1.5" holes in the bottom. Overflow is a little wider than I expected, but it is what they recommend and I don't have any good reason to disagree. Link to comment Share on other sites More sharing options...
reelsteel October 24, 2009 Share October 24, 2009 That stinks...not sure if anyone mentioned that maybe send them a credit card check...that way the cc company can still get your money back, you may have to pay a small fee, but will be worth it if you have to file a claim...good luck! Link to comment Share on other sites More sharing options...
lanman October 24, 2009 Share October 24, 2009 Find someone up near them to pick it up for you, for cash - and stand by while they pack and ship. IDUNNOMAN - you're kind of stuck between a rock and hard place! bob Link to comment Share on other sites More sharing options...
Nate October 24, 2009 Share October 24, 2009 maybe send them a credit card check...that way the cc company can still get your money back, you may have to pay a small fee, but will be worth it if you have to file a claim...good luck! If this is possible then it sounds like the safest route. I hope things turn out OK for ya. How much was the deposit if you don't mind me askin? Link to comment Share on other sites More sharing options...
zygote2k October 24, 2009 Share October 24, 2009 Sometimes it's just smarter to pay a little extra up front and use a reliable local company to get the job done. Link to comment Share on other sites More sharing options...
reefmontalvo October 25, 2009 Share October 25, 2009 Keep the bank involved in the event they dont ship your tank. You can always get your full refund from there bank. Link to comment Share on other sites More sharing options...
bankyf October 25, 2009 Author Share October 25, 2009 Deposit was $600. At the time I was not aware of any local glass tank builders. I did research these guys and heard great things about them. The only negative was that they took a long time, but that seems to be a common theme among custom tank builders. Since I placed the order the feedback online has gone downhill. Link to comment Share on other sites More sharing options...
dschflier October 25, 2009 Share October 25, 2009 Cant you put the money in trust( I thinkthat is what it is called) so an intermediary holds the money until you recieve the tank? Link to comment Share on other sites More sharing options...
davelin315 October 25, 2009 Share October 25, 2009 Cant you put the money in trust( I thinkthat is what it is called) so an intermediary holds the money until you recieve the tank? Escrow - but it costs to put it into escrow. Link to comment Share on other sites More sharing options...
Reefoholic October 25, 2009 Share October 25, 2009 Escrow - but it costs to put it into escrow. This is just a suggestion: what about PayPal? Do they have PayPal or would be willing to open a PayPal account just for this transaction? It takes 2 mins to open one and you can send the money and still hold the money pending and release the payment when you receive the tank. Another solution that comes to mind, or at least I would do, is to take a road trip to wherever these people are if you could. I know it is more money spend for the travel arrangements but what if you send the rest of the money and they decide not to send the tank. Reefoholic Link to comment Share on other sites More sharing options...
bankyf October 25, 2009 Author Share October 25, 2009 Paypal is a great idea, but I haven been taken with paypal before. If you file a dispute and there is no money in their account you won't ever get a dime back. They are in Canada, so I road trip is not practical. I could have NAGA build me the same tank for around the same price that I am paying less shipping, so I would only come out $300 - $400 behind if I walked away at this point. On the other hand, maybe these guys are still legitimate and plan to ship me a tank next week. Link to comment Share on other sites More sharing options...
bankyf November 21, 2009 Author Share November 21, 2009 Based on pictures I received that appeared to be my tank, I sent a check for the balance. Yesterday I received a tracking number for a 350lb shipment that is addressed to me. Looks like I will actually be getting this tank(after twice the estimated build time). If there are any problems with it I am sure I will be stuck, but it appears that Aquarium Obsessed is still in business, at least somewhat. Link to comment Share on other sites More sharing options...
Sikryd November 21, 2009 Share November 21, 2009 Based on pictures I received that appeared to be my tank, I sent a check for the balance. Yesterday I received a tracking number for a 350lb shipment that is addressed to me. Looks like I will actually be getting this tank(after twice the estimated build time). If there are any problems with it I am sure I will be stuck, but it appears that Aquarium Obsessed is still in business, at least somewhat. Glad to hear things are at least looking up. Hopefully all turns out well. I guess you wouldn't recommend doing business with them again? lol Good luck, It'll be nice to see it come in and be perfect. Link to comment Share on other sites More sharing options...
khalid November 21, 2009 Share November 21, 2009 Glad it worked out and I hope the tank comes in just the way you want it. Link to comment Share on other sites More sharing options...
bankyf December 4, 2009 Author Share December 4, 2009 II IS HERE!!!! After sitting in customs for two weeks because of incomplete paperwork and apparently no effort on the part of Aquarium Obssesed to do anything about I had to hire my own Customs broker to get it released. $60 later and it was on the way. Now, my question is how can I tell for sure that it is really starphire glass without having something to compare it to? Build quality is exceptional and as long as it really is starphire it was worth the wait and all the trouble. Link to comment Share on other sites More sharing options...
dbartco December 4, 2009 Share December 4, 2009 Starfire will have no green tint. Compare sides. The back and bottom won't be starefire. Link to comment Share on other sites More sharing options...
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