GlassCages.com Very Poor Customer Service

Fishguru · #1 04/23/2005, 08:06 PM

Just wanted to relay a bad experience with everyone. I am looking at setting up a new 300 gallon tank. I contacted GlassCages.com, asking a few simple questions about pricing. Normally a Taller tank is more expensive than a wider shorter tank, and I inquired why their pricing was opposite. I received a snide response and i will quote it:

"Botton of the 300 wide is 1" thick. It actually uses more glass. It
also is heavier and takes up more room on a truck.

Sounds like you should build your own tank."

I asked why the comment, and after a week, i have not gotten a response. I figured Everyone who might purchase ther might want to know what they are dealing with.....Sadly.....1 bad response will hit all 5 Boards I am a member of....

aquaman67 · #2 04/23/2005, 08:30 PM

You just have to know Tom, the owner. He's blunt. And his answer was honest, about the reason he charges more for a wide tank. As for the other comment, it sounds to me like you were trying to tell him he was wrong.

Right now he's building tanks as fast as he can. It's really too bad you'll probably not buy from him. You'll only be hurting yourself.

bj32482 · #3 04/23/2005, 08:31 PM

Tom is kind of a short spoken guy,

And doesn't really like it when someone questions his pricing.

Mainly because he is usually much cheaper than anyone else.

BTW I got my tank from him and saw his shop, he has an excellent setup, His company makes and sells a ton of tanks so one bad experience is not going to really effect his business.

Agu · #4 04/23/2005, 09:00 PM

Thread moved to appropriate forum.

Agu

Fishguru · #5 04/24/2005, 05:53 AM

I just asked why the tank was more expensive being wider than taller. I wasnt questioning his prices persey, I just didnt understand why. Once he explained it it made sense, but I guessed the comment was uncalled for, and in poor form. Now had I made a comment about how High his prices were or something (not that they are). I was just curious, and thought it was a fair question. I didnt try to tell him anything, I asked 1 question about that, and then how much to drill a couple holes, and if he thought how i explained it would compromise the tank end due to hole placement. I guess I dont see that as someone complaining about pricing, just curious why.

Fishguru · #6 04/24/2005, 05:56 AM

And as far as one bad experience effecting his business, well word of mouth is a big factor, and I openly admit having a big mouth. Its too bad, as I know quite a few people looking for tanks, and I will definately be telling them my experiences.

aquaman67 · #7 04/24/2005, 07:34 AM

Quote:

Originally posted by Fishguru
And as far as one bad experience effecting his business, well word of mouth is a big factor, and I openly admit having a big mouth. Its too bad, as I know quite a few people looking for tanks, and I will definately be telling them my experiences.

Maybe his attitude would change if he had competition, but right now no one can come close to what he does.

You're right, most customers aren't used to being treated like that. I'm sure you felt slighted. Think of him like a moody artist, which in a way he is.

Having met Tom and knowing that's just how he is, my advice, some thicker skin will get you a nicer tank...just my opinion.

When I was there, I showed genuine interest and was given a grand tour. I was only picking up a small tank. He took time and showed me every aspect of his shop, including the acrylic shop. He was very accomodating and friendly, answering my many questions.

I think you two just had a misunderstanding, and maybe rubbed each other the wrong way.

Fishguru · #8 04/24/2005, 10:48 AM

Nah, i'll pay more to buy from someone else.....This is a customer based world, and If enough things like this get noticed...his business will decline.....I have tough enough skin, im not loosing sleep over it, Just if this is how he is now, what happens in 30 days if something fails (seams etc). Poor customer service is all incusive......

bj32482 · #9 04/24/2005, 10:54 AM

Quote:

Originally posted by Fishguru
This is a customer based world, and If enough things like this get noticed...his business will decline.....

You have not seen his shop and the number of tanks he is selling.

You have to understand that he is not a retail store he is a wholeseller....... That is why his prices can't be beat.

We are fortunate that he chooses to sell to the public.

Northside Reef · #10 04/24/2005, 05:41 PM

If you do a search on this forum you will see you're not the first person to have this experience with this vender.
From what I understand he is cheap and because of that he is busy.
The rest is pure arrogance on his part, as he knows that he has gotten away with treating people like this for a long time without consequence and therefor has no reason to change.

I talked to him on the phone when I was deciding between acrylic and glass.
My questions were purely academic. As opposed to other venders, say like Andy over at MRC who was more then happy to answer questions I am sure has heard 100 times, this guy acted as if I should be happy he came to phone at all.

I went acrylic.

shawnz28 · #11 04/24/2005, 06:57 PM

Well I will just add my 2 cents. I have talked to Tom once on the phone and twice in person. He was accomodating and helpful with the tank I ordered and I would definately order again.

sindacate · #12 04/25/2005, 10:31 AM

i agree, it will not hurt his business one bit.
I picked up over 10 tanks from him at his location, they have enough work for years to come lol.
By the way, I have not had a problem with any of the tank, size ranging from 5g to 240g
it's always your choice if you want to spend more money.

Alarmguy66 · #13 04/25/2005, 11:16 AM

I am sitting here laughing to myself. Every time I read a negative comment about Glasscages and Tom its the same thing.

1. I didnt like his attitude after I asked him "insert question here"
2. I am the customer, I should get better treatment
3. I will tell other people about this

I wouldnt want to deal with you people either, especially if I didnt have to, which, ironically, he doesnt.

There are enough of us satisfied glasscages customers to keep him busy for life.

picture the reef · #14 04/25/2005, 11:17 AM

I have purchased a 180 and a 50 from Tom. Saw his operation in person and let me say he builds a lot of tanks. He is a little blunt at first but once he warms up he is very helpful and accomodating. You would be surprised at all the things he deals with from employees to the actual trucking business that moves his tanks. Good person to deal with.

danellis06460 · #15 04/25/2005, 11:27 AM

It sounds like you are losing sleep over it, you seem to be going out of your way to let people know he suggested you build your own tank and telling them not to buy from him.

It sounds like his comments upset you a lot.

Quote:

Originally posted by Fishguru
Nah, i'll pay more to buy from someone else.....This is a customer based world, and If enough things like this get noticed...his business will decline.....I have tough enough skin, im not loosing sleep over it, Just if this is how he is now, what happens in 30 days if something fails (seams etc). Poor customer service is all incusive......

zanemoseley · #16 04/25/2005, 11:58 AM

I"d rather go with better quality tank that costs more and actually has decent CS. His tanks DO fail and you'll be regretting the lack of CS when you need it. He's not a horrible guy but I really don't see why he has to talk to people like he does, sure its a free world but why not be a nice guy if possible.

ReefMan999 · #17 04/25/2005, 01:25 PM

IMO - Glasscages makes the most ugly and unsafe looking tanks in the industry. Horrible trim, horrible silicone work, horrible customer service skills, delivery methods are a joke. Will not stand behind his failed tanks. (Do a search and figure it out)

Anyone who buys from these people deserves to have massive problems.

sindacate · #18 04/25/2005, 02:12 PM

To me, here is a reson not to buy from a company:
1) no customer support
AND('and" is the key word)
2) extremely high prices
http://archive.reefcentral.com/forum...hreadid=578974

You all still buy from walmart even though they endorse using kids to make clothing in third world countires.

bob0110 · #19 04/25/2005, 04:34 PM

HIGH Prices???
They have the cheapest prices out of anyone you will find!
Are you smoking something?

Timbo · #20 04/25/2005, 06:46 PM

He's refering to euro-reef, see the link he posted.

chriscobb · #21 04/26/2005, 11:31 AM

That's just Tom he's short and to the point....To Reefman999 have you purchased any of his products??? I've had an Oceanic blow out on me so it can happen to anyone, and he has a lot of satisfied customers!!!!!

Fishguru · #22 04/29/2005, 01:46 PM

But did oceanic replace the tank? Unless it was caused by User error insetting up, they should have, however, after 90 days they wont guarantee them. To me it sounds like they arent too convinced that the tank will last even 6 months....if they do why not warranty it for such!

Reefmaniac1 · #23 04/30/2005, 06:55 AM

Well, after seeing how he treats people, I don't care how good his tanks are...and if he won't stand behind them for more than 90 days...it ain't worth the money. A little CS goes a long way.

anthworks · #24 04/30/2005, 10:41 AM

Quote:

Originally posted by Reefmaniac1
Well, after seeing how he treats people, I don't care how good his tanks are...and if he won't stand behind them for more than 90 days...it ain't worth the money. A little CS goes a long way.

Your not buying a cheaper well built tank because he told that guy to build his own??

I see these threads every so often were Tom (the Owner) tells someone he is not interested in doing business with the person and the person comes here and flames him for his comments..

I never see any comments that the tanks craftmanship is poor?

I remember back in the 70's my parents bought a Ford because the sales person was more friendly then the Toyota dealer was.. You know how that ended.

foob · #25 04/30/2005, 03:02 PM

I own one. I have posted before how bad their work was.

Basically deep scratches were covered with plastic so when I picked it up I could not inspect completely. I left the plastic on because I wanted it protected until I reached my home. When they purposely hide such flaws how can I still trust them?

And no they couldn't have missed those deep scratches during manufacture and packaging. They are very obvious if you just decide to take a look. Especially one deep scratch leading from a hole they drilled in the tank. Obviously they didn't care.

And the silicone job was extremely messy. I had to scratch off excess silicone myself.

Black plastic trim not glued properly, unattached at some places.

Some people have gotten reasonably good tanks from them. But from my experience, I can only say never again. I'm going with another tank manufacturer (probably miracles aquarium) that takes pride in their work instead of GC who is just intent on selling quantity instead of quality.