Phillip H.
Unacceptable Excuses & Service
Ordered marine lights shown available. Two were backordered so they asked me for $20 more to cover 2 shipments. Paid it & waited over 2 weeks with nothing shipped. Heard a variety of excuses & finally requested a refund which was agreed to. Now the refund has been pending for 3 days & still hasn't settled to my account, which may be a bank issue. Unacceptably slow service for a parts supplier, & a waste of my time. Now having to start over 3 weeks later. Will not use again.
Response from MMarine Online IncFeb 8, 2025
Dear Philip, Thank you for sharing your feedback. We sincerely apologize for the inconvenience you experienced and appreciate the opportunity to clarify the situation. Your review pertains to our sister company, MMRV, which operates independently with its own team and processes. However, after reviewing your case in detail with the team, we want to provide a thorough explanation of the events surrounding your order. Your order was placed on January 19, 2025, and you were informed immediately that while two lights were in stock, the remaining two had a lead time of 4–6 weeks. At that time, we provided the option to cancel or proceed, and you chose to proceed, agreeing to the additional $20 shipping fee for split shipments (with the first shipment being free). We also communicated that the delay was due to the manufacturer’s warehouse relocation from Maryland to Florida, which temporarily disrupted inventory access. We kept you updated throughout the process via email and telephone correspondence to ensure transparency. Unfortunately, once the manufacturer unpacked at their new facility, they were unable to locate the two lights that were marked as in stock. On January 30th, we informed you of this update. By January 31st, you stated that, if the lights could not be found, you were willing to wait the 4–6 weeks for the shipment from Italy and have it sent to an alternative address, which we confirmed was possible. However, on February 4th, you decided to cancel your order, stating: "They can quit looking & issue a refund please. Things are breaking on the boat & the lights are not a priority. I'll order later in the year when Quick gets caught up." Following your request, we immediately processed your refund. Refund details were provided as follows: $20 refund issued on February 5, 2025 (ARN: 24011345037500062939691) $259.44 refund issued on February 5, 2025 (ARN: 24011345037000007446829) Refunds typically take 2–5 business days to reflect in your account, depending on your bank’s processing times. We deeply regret the inconvenience caused by these circumstances, which were beyond our control. At no point during our communications were we made aware of an urgent deadline for the order; had we been informed, we would have gladly explored alternative solutions to better meet your needs. We value transparency and customer satisfaction, and our team is available 24/7 via email, text, chat, and phone to assist with any concerns. We kindly ask that you reconsider your review, as we did our utmost to keep you informed and address your requests promptly. Thank you for your understanding, and please don’t hesitate to reach out if you have any further concerns or need assistance in the future.