BG Hydro Customer Service?

[Apollo11]

Hi everyone I just wanted to share my experience with BG Hydro's customer service.

I placed my first order with them on Oct/28 and it was shipped with the wrong carrier. I was told by a manager that I would have to wait 3 weeks for my order to be reshipped back to their warehouse before I received my refund, she also advised me that the person who processed my order was no longer with the company. The manager offered to resend my order that day and give me a refund once the initial package was returned, I decided to be prudent and declined.

After the package was returned I was given a refund as promised (I live in Canada and lost $12 in exchange rate fees on the refund). I then proceed to place my second order on Nov/26. This time I was sent an email with a quotation for the correct carrier, I gave my approval for the order and forgot about it.

So about 2 weeks has passed and I begin to wonder where my order is so I email them. They tell me my order has not been shipped and the girl who was processing my order is no long with the company. Needless to say, I can see a pattern developing. I am in email correspondence with a "high ranking" manager to try and sort out this mess.

I will report back on how the situation unfolds.

Has anyone else had such shoddy customer service from BG Hydro?

 

[Germanator]

Nope. Without giving away too much about myself I can say I've been to one of the locations over the years and the couple guys I deal with are great. Hit or miss over the phone I guess though. Sorry to hear that, hope it works out for you...nobody likes waiting on supplies especially for 2 weeks.

Good luck,

Germ

 

[Apollo11]

Well the issue has been resolved now, I had to speak with the general manager to get my order shipped, lol. She apologized and offered me a discount on shipping which I accepted.

So my conclusion is, if you have special requirements for shipping I would suggest staying proactive or you might go through the same issues I did.

 

[ItsGrowTime]

I dont mess with BGHydro anymore. They are a bunch of clowns with a nice website IMHO. Can't even complete the simplest of orders without fucking it up somehow. There are better, and cheaper, suppliers out there.

 

[Deft]

I ordered a jug of SM-90, it came... Then a day or two later I got another but with someone else's invoice page in the box name addy and all... I called and told them and they were like "so what?? you can keep it our bad" so I got two SM-90 for the price of one and someone else got their info sent to me! I burned it and thought BGH were assholes.

I won't shop there again!

 

[Guest]

Were they the ones that tried to re-bill someones credit card a year later for some BS "shipping" charge? Im too fucking high to remeber for sure.

 

[Apollo11]

I thought I saw a pattern in their customer service and thanks for sharing your individual experiences. It seems like they have a revolving door policy for new hires.

Sending out someones order with their private invoice and being nonchalant about it is scary to say the least. The only reason I stuck with them for 6 weeks is because they are the only carrier I was able to find that ships via USPS across the border. As you may or may not know UPS, Fedex, DHL and etc. all charge a so called "brokerage fee" when crossing the border. This "brokerage fee" is calculated from a percentage of your total order.

I was first hit with this fee from UPS for a 250w barebones ballast kit. My total was $80 and they wanted $50 in brokerage fees. They basically held my package hostage and told me if I wanted it I would have to pay the $50 fee. So I asked them why they are charging me this fee and they replied it is a service fee for handling your package at the border. On my invoice it read that I owed $7 and change in taxes, there was no customs fee because of NAFTA.

Long story short, they wanted to charge me $50 for paying $7 at the border for me (they tacked the $7 on my final bill)..... Needless to say I do not get any of my packages from the big box shipping company's any more. Oh, if you are wondering, I refused to pay their RANSOM and instructed them truck it back to the border and send me a waybill so I could pay the taxes myself. They said they would make a one time exception and let me have my package without paying the ransom.

 

[Bozo]

there packing sucks they dont take any time to protect packages properly and there shipping calculator it way inflated I wont uses ups or fed ex either .Call around find places that will ship in flat rate boxxes these places are not trying to make an extra 10% off you by inflating shipping .Example bale of cocogro coir is 12x12x5 fits perfect into priority mail flat rate box like $13 to canada BGH would want $30 to ship it .I wont pay inflated shipping cant I live where I must ship everthing I want hobby wise .

I called BGH they wont use flat rate boxxes I will never order from em again

 

[rabid]

Yeah BGHydro certainly plays it fast and loose. Last year I had a multi-item order shipped to Thailand. They sent the wrong T5 8-bulb fixture (I ordered the $430 TekLite and received the $300 Sun Blaze). When I contacted BGH they apologized and said the correct unit would ship that day. I asked them what to do with the Sun Blaze and never got a reply from them. I had the TekLite in a week...

Guess I made out OK on that transaction

 

[Igignokt]

BG sucks

BG sucks

I don't know why I keep ordering from them besides website. I bought a tent recently and was going to order it from the big tomato for $229.99 with free ship but both were out of stock although BG sounded more certain on when they'd get more. BG charged $219.99 for the tent but estimated shipping to be $16.49, so it would be more expensive but they price match so i figured what the hell ill just price match and order from bg again. I asked for a price match, didn't get a reply and after a few days I just wanted my tent so I ordered. I made another contact with customer service about the price match and asked if they could adjust the price since I just did the order. They sent me a 10% discount for the next purchase. And they understimated shipping by $10 so it costed me $16 more total to order from BG. Yea, I COULD make the 10% make up for the difference in price, but thats off a $200 purchase, not like I even want to order from them anymore

blahhhhhhhhhhh

I'm tryin to make more trips to 'local' stores and avoid this online garbage except for big items.

id recommend not dealing with BG