"Great products/prices - but where'd the service go?"
I've dealt with Ken's Fish many times over the past 8 years. Great products, great prices. However, my last order went sideways - I was sent a wrong Seachem Product and several online requests, emails and phone messages went unanswered. Things do go wrong, Ken corrected a right several years earlier, but there wasn't even an attempt to make my last (now final) order right.
That is too bad, Kensfish was my go to online retailer, but there are other options where service still means something.
I recently purchase 2 items from Kensfish. When i received the package, there was only 1 item. The other item will be direct ship, as stated on the invoice. After waiting a week, i decided to email and use the messaging system on kensfish.com with no luck. I waited 3 more days then decided to call. Although, i didn't get through to ken the first time, he eventually picked up. It was a pleasure talking to him as he came off very nice and helpful. I myself read a lot of reviews on how "short" and "rude" ken can be so i dreaded the thought of speaking with him over the phone, but this was not the case. He was super helpful and made sure my order will be received immediately. Overall a great experience! A+
While setting up a new aquarium, I placed two orders totaling a bit over $650 with Ken's. A question sent regarding proper tubing size went unanswered until I telephoned. Pricing was good, though not always the best. Shipping a bit slow, but I was repainting and awaiting a carpet install before I set up my new tank; so no harm, no foul.
When I set up my new tank, I discovered the Eheim/Jager heater had come with the suction cups but no mounting bracket. Again I sent a message to Ken's and again received no response.
While I don't blame the vendor for the missing part, this is always a risk one takes when ordering online. The mark of a good online vendor is how they handle these issues. Ken failed here. I got the bracket on Amazon for a little less than $10 and will not use Ken's again. As others have written, he is a good deal as long as things go well. Otherwise, use at your own risk. A shame to lose customers over an item that would have cost him a couple of bucks.
I ordered A fairly expensive lighting system and was wondering if it would be in one piece when it arrived. It was packed so well even the UPS guys couldn't of damaged it. Fast trouble free service, and the best prices you'll find online. I'll be ordering from them again.
Called them on the phone about a week before I ordered because I had some questions. He was most helpful and took his time answering all my questions. I placed my order late in the morning, got a confirmation later that afternoon. I had no problem ordering the minimum amount in order to get the free shipping. One week later my order was at my door perfectly in tact with everything that I had ordered. His prices are great, it pays to shop around and I also took advantage on some of his specials.
Price was great, cheapest of anywhere I looked. And lots to choose from. However, it took them a very long time to ship it (I got an email notification that a shipment slip was created through UPS, but it didn't get shipped for SEVERAL days). Plus, by the time it did ship, a weekend fell in and it took even longer to recieve. And they didn't respond at all when I eventually emailed them about when my order would be shipped. It was a very frustrating process, but the product is good... soooo.... yeah. If you don't need whatever it is NOW, go for it.
Order 5lbs of food and 1lbs of shrimp which didnt show up called ken left a message called back pretty much right away and sent it out priority no questions asked! Was very impressed, will order again.
I usually stock up with stuff from Ken's every year at the OCA Extravaganza, where Ken has a stand as a vendor. He is nice to talk to and the selection he offers as well as the prices can't be beaten.
This time I forgot to buy some heaters and had to order via Ken's web site. The heaters arrived way faster than expected, but unfortunately were the wrong ones. Seeing that they were an extremely similar model from the same manufacturer, anybody could have made this mistake, but since I am picky, I wanted the ones I ordered.
I emailed Ken, and he shipped replacement heaters the next day at no extra charge, including a shipping voucher to return the wrong heaters. Service doesn't get better than at Ken's!
I destroyed my Python pump after years of regular use and needed a new one. I ordered what I thought was the right one and when it wouldn't work with my existing adapter I wound up destroying it too. At this point my water changes were overdue and I was jittery. I ordered the right part and adapter then from Ken and put in a note with the order that it would help greatly if my order shipped ASAP. Within a couple hours I had an e-mail saying he would ship it first thing in the morning. Sure enough two days later my package arrived and was exactly what I needed to get back in business. I definitely recommend this vendor.
Where else can you buy 2 lbs of quality flake for under $30. I placed my order April 1 and it was at my door April 6. Great packaging and big flakes. Was a little aprehensive because of a couple bad reviews on here but nobody is perfect and I decided to give it a try. Really glad that I did.
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