04/10/2010Provided by Citysearch -
To whom it may concern.
On 03-19-2010 I purchased a protein skimmer from T&T Aquarium & Koi shop (950 s1st ST San Jose ca 95110 phone # 408-279-1868 ) for $163.08 including tax. Two days later, I returned and explained to the owner (Henry) who sold me the merchandise that it was not working properly. I informed him that I conducted troubleshooting instructions according to the product manual, and found it was still not working. He recommended that I change the pump, I took his recommendation and still found that the product was not working accordingly. Today (04-09-2010), after three weeks of problem solving and taking the merchandiser's recommendations for properly installing the skimmer, it was still not keeping pressure. I tried adjusting the exit valve on the skimmer and noticed a small crack. I did not notice the crack when I purchased the product, because the plexiglas skimmer is black and the crack appears seamless. I returned the merchandise to the store and asked Henry for an exchange , explaining I had purchased a defective item. He explained it was not new at the time of sale and that it would cost an additional $100 plus tax to order a replacement. He did offer to glue it!
I asked what are my options at this point, Henry the owner recommended another skimmer. The skimmer was priced at $69.00 dollars originally. The owner grabbed the skimmer and took the price tag off, and when I asked for the price he said $150.00 .I let him know that he had the price in his hand which I had seen . He said, "" Oh! Yes sorry I thought this one had been priced incorrectly”. We moved on to another skimmer, which was marked down to $119.00 dollars. I said ok I would take the $119.00 skimmer and requested that I get store credit for the remaining balance of $44.08. At that point the owner said, ""No we could only do a straight exchange"". I became frustrated and confused with the owner; I explained to him that this was not acceptable and wanted a full refund. He explained to me that they do not handle refunds, and the only choices I had are to pay him $100.00 plus tax so he could order a replacement or take the $119.00 skimmer in exchange . I re-stated the problem that I bought the product understanding it was bran new and never used, I was exchanging it within 30 days, and that I should not have to pay extra money for a replacement. It is his responsibility to replace defective products with the manufacture, I can only inform him of what is not working and that this could be a manufacture defect. Henry said “ bring it back clean with a receipt and I will give you the 119.00 skimmer and the store credit. I returned the following day with the skimmer clean and with my bank statement as receipt. Henry the owner said” I spoke with my business partner and that he would not do anything for me no exchange nothing ”. I asked him to work with me and that I had done everything he had asked why now was I not being allowed the return he agreed to the previous day. Henry reinstated he had spoken with his silent partner and that the decision was final. He said he would talk to his partner and get back to me next Tuesday. Meanwhile my fish tank is running without a protein skimmer and my fish are at risk.
Pleas take my word think before spending your money at T & T aquariums, and if you do for your sake make sure it is in working order.