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Ken's Fish

2 years 8 months ago #36270 by tony44
Replied by tony44 on topic Ken's Fish
Good glad to hear that but procrastinating only make it a lot harder to rectify. E-mail etc to most of us old guys is something we check a couple times a year better to talk to us personally. Kens has always been a good place to buy from you just have to check your order when it comes and call that day. Now you can spent your money plus the credit win win

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2 years 8 months ago #36269 by Midknight
Replied by Midknight on topic Ken's Fish
-- I have good news to report. I finally got ahold of Ken via telephone and he rectified the unfulfilled back-order within minutes by emailing me a gift certificate in the amount of the purchase, which I was then able to apply to the next order. An order, by the way, that I had been itching to place for some time.
-- The lesson here is that if you have an issue with Ken's, contact them via telephone during their regular business hours. It was painless and the other avenues of communication (email, e-contact form, voicemail) yielded nothing, so there is no contest. Call them! During business hours!
-- I am just happy to say the issue is no longer a concern and I am able to buy from them once again. :)

Whatever is true, whatever is noble, whatever is right, whatever is pure, whatever is lovely, whatever is admirable - if anything is excellent or praiseworthy - think about such things. Philippians 4:8

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2 years 9 months ago #36182 by mikeg2929
Replied by mikeg2929 on topic Ken's Fish
One word to solve your problems - Jehmco.com

They were the first; probably the biggest; rarely out of stock and they only bill for things they ship. I have purchased thousands of dollars of food / equipment from them with out a single service failure.

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2 years 9 months ago #36181 by dexternights
Replied by dexternights on topic Ken's Fish
Have ordered with ken's maybe 10-15 times, this happened only twice.

At first instance I noticed I was missing an item few days later and I sent them a note , they replied back saying they will be shipping again as it was back ordered.

Got package in a week. Second time I did see the note inside box about the missing item and received it in few days.

It will definitely cost them more to ship the item separately, hopefully Ken's starts to maintain separate inventory for local pickup vs online orders.

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2 years 9 months ago #36176 by Midknight
Replied by Midknight on topic Ken's Fish
-- Thanks to both Tony and Filipa for your input. It helps to know I am not the only one who has experienced this. To Tony's point, it is wise to stay on top of your orders. Having said that, one shouldn't have to contact their credit card company in addition to contacting Ken's directly. I noticed immediately that an item was missing from my order. My immediate anger/anxiety was quelled by a little slip of paper informing me that the item was back-ordered and would be shipped free of charge when it was back in stock.
-- When the time slides by day by day until the days have piled into one month and then several, you now have a concern on your hands. It is not the customer's responsibility to have to harass a business to fulfill its portion of an agreed upon sale. And then, when the customer does make numerous attempts at resolving the issue, but the business shows no impetus to correct it, there is a problem. Is a simple email or telephone response too much too ask from the company that you are giving your money? I don't think so. Forgoing that isn't poor customer service, it is a complete lack of customer service.
-- Anybody can make mistakes. In fact, everybody does from time to time. Maybe the folks at Ken's are understaffed. Maybe they need to hire a dedicated customer service rep. or even a third party company to manage that side of their business. If not, in time they will suffer as customers eventually lose patience and move on to other suppliers. It is unfortunate because they offer a nice variety of products at very reasonable prices.

Whatever is true, whatever is noble, whatever is right, whatever is pure, whatever is lovely, whatever is admirable - if anything is excellent or praiseworthy - think about such things. Philippians 4:8

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2 years 9 months ago #36174 by tony44
Replied by tony44 on topic Ken's Fish
Well if you let it sit on back burner you are usually the one who gets burned you have to start as soon as you receive your order from anyone remember the guys picking these orders are only people to and they do make mistakes as far as customer service goes if they don't want to take care of you there are many others that have the same services give someone who wants your business not someone who expects your business I to order from kens never had a problem but I check my orders as soon as I get them and if something is missing call if they don't answer I call the credit card co that gets a lot of attention quick response

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2 years 9 months ago #36173 by filipa382
Replied by filipa382 on topic Ken's Fish
It is weird that you had recent issues too with Kens. I have ordered from them for over 7 years of owning fish and the past order I had a huge issue that never really got resolved. They shorted me 6 1/2 pound bags of fish food and I thought they were back ordered and waited for them to send food. 6 months later they never sent the food and never credited my card with a refund. After calling/emailing/contacting, I never got a response and had to file a claim through the CC company. When the CC company got involved, I received my refund and never heard from Kens.

I am not bashing Kens because I ordered recently from them and had zero issues, just their customer service is not the best.

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2 years 10 months ago #36167 by Midknight
Replied by Midknight on topic Ken's Fish
-- I have not received any notification whatsoever from them yet, Tony. However, I have not placed the phone call I intend, yet. That's on me. Need to get around to it.

Whatever is true, whatever is noble, whatever is right, whatever is pure, whatever is lovely, whatever is admirable - if anything is excellent or praiseworthy - think about such things. Philippians 4:8

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2 years 10 months ago #36165 by tony44
Replied by tony44 on topic Ken's Fish
Did you have any luck with these guys yet

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2 years 11 months ago #36099 by Midknight
Replied by Midknight on topic Ken's Fish
-- In response to your point, Tony. I checked the history on my account and I never received a credit for the missing item.
-- Sad to say that I have yet to receive a response from the folks at Ken's after contacting them a couple of weeks ago. I had held them in very high regards before this situation and, despite it, I am tempted to order from them again. They have a great selection and very good prices. However, offering good products does not give them the freedom to ignore mistakes made on their part or shirk their responsibility to their customers.
-- I have not given up. I will attempt to reach them again via telephone. I would like to believe they will amend things if given the opportunity. Time will tell.

Whatever is true, whatever is noble, whatever is right, whatever is pure, whatever is lovely, whatever is admirable - if anything is excellent or praiseworthy - think about such things. Philippians 4:8

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