Rocket Aquatics

Poor Customer Service

I purchased a Reef One Biorb intelligent led light to replace my existing one that no longer worked. Upon receipt of the light it failed to work as advertised on the website and detailed in the supplied instruction manual. I initially had good communication with Rocket Aquatics and they suggested sending it back if I was unhappy which I did. Upon receiving the return I was informed by Rocket Aquatics that they had spoken to Reef One and the specification of the product had changed, you could no longer select from an assortment of day/light options. They admitted they would have to change the description provided on their website. They agreed to provide a refund but minus the postage costs incurred by me for returning the product which was not as advertised. I have pointed out that under the distance selling regulations they have to pay for the return of goods if they fail to comply with the contract but since this email they have stopped all correspondence with myself.

Although the sum involved is not large it is the principle and although I have used Rocket Aquatics in the past, even recommending them to others, I won't be doing so again based on the outcome of my latest purchase.