Free Shipping Al's - 1st time Online Payment

[Greg Richardson]

Just happened to go start my order for Big Als when I noticed their ad for free shipping for paying online at your bank with Secure eBill.
Plus today is double points Wednesday.
I hate that shipping when I don't need much it cut's down the savings.

http://www.bigalsonline.com/content.xml?cid=secure_ebill_landing

[cobaltblue]

Forgive my ignorance as im pretty new to all this, but help me out here fellow canadians. It seems ordering meds from the U.S. is way cheaper than buying in canada, even when you add in the shipping. Is this true?? I was just comparing the prices from the canadian vs the american big als prices....

[markwill]

I regret that I have had a bad experience with Big Als, who I first used two weeks ago (on a Wednesday - I waited a day or two specifically to get the double points). I attempted to place an order on their site on Wednesday August 31st. However, when I placed my order the web page kept re-prompting me. There was no indication of any error (I tried various times and validated each and every data field, spending about 15 minutes trying to locate and fix the problem).

In frustration, I called in to place my order. The person I spoke with was courteous and helpful and my order was placed. Each of the items I placed was confirmed as in stock.

The day after we received a very garbled voice message. It was only because I had not placed any order elsewhere that I was able to guess that this related to Big Als, such was the speed with which the person spoke. I called back and was told that one item from my order (Seachem Pond Prime 2 Liter) was discontinued. There was no indication of this on the web site – it was available and was still listed in my order. Indeed, two weeks later it's STILL listed as in stock. I agreed to have this removed from my order (I obviously had no choice) and was told the order was just about to ship (this was on September 1st).

They took 9 days to ship the order. No warnings of a delay at all. I eMailed them twice and have received no response. My VIP points were not doubled either.

If they had the good grace to respond to one of my eMails I may have put it down to a regretful mistake (or, a few mistakes!). But completely blanking me out doesn't make me very eager to order from them again.

For the record, they had no problem charging my credit card.

Mark

[Spices]

This is not the first time I hear of problems with Big Al's. I've heard of the same problems what you've experienced Mark. I don't think they regularly update their list of supplies (both online and in catalogue).

I never ordered from them personally as I have better options (hint: DrsF&S).

It seems to me they're "baiting" the fish members. :sad:

Angie

[ronrca]

When I first started setting up my 90G, I ordered all my equipment from Big Als with no hassles. In fact, it was much cheaper to order online from Big Als than buying locally (didnt have a Big Als locally back then). After searching on the internet, I have found other places that sell equipment even cheaper for us Canadians anyways like jlaquatics. You have to remember that the Big Als.ca cannot continously change their prices to reflect the canadian dollar vs. US therefore buying from the US may be cheaper now due to the high Canadian dollar.

In regard to medications, beware that not all meds can be bought/sold here in Canada which is really unfortunate. Therefore if you were to buy some meds from the US, they may stop them at the border and you lose the meds and your money. I have a list of the meds if anyone is interested.

[jim_shedden]

I place an order to Big Al's (Canada) every month. I have never had a problem. If something is back ordered I get a call the same day.
I do not order med's from the states...........as stated some stuff gets stopped at the border.

Jim

[markwill]

It's pretty common for a thread of this nature to have people highlight that they have never had a problem. By definition, a company that has been in existence for a while has to have had to served at least some customers well, just to stay in business.

My big problem - which I find unacceptable - is that Big Als has outright ignored my attempts to resolve the issue. I've tried three times to contact them and received nothing. What's the point of posting a "Contact Us" eMail address if no responses are sent back.

I also accept that things go out of stock - but how reliable is a company that discontinued a product two weeks ago yet still advertises it on their web site?

The fact that I don't have doubled VIP points is not really an issue, I guess, since I can't see myself using them again.

As I say, they had no problem charging my credit card so they handled that with great efficiency.

Mark

[Greg Richardson]

Mark. Very strange. I have used them about 6 times and never have had a problem.
I have called them with questions about products and when the person there couldn't answer I got return call when they said it would happen to answer my question.

[tpl*co]

I regret that I have had a bad experience with Big Als, who I first used two weeks ago (on a Wednesday - I waited a day or two specifically to get the double points). I attempted to place an order on their site on Wednesday August 31st. However, when I placed my order the web page kept re-prompting me. There was no indication of any error (I tried various times and validated each and every data field, spending about 15 minutes trying to locate and fix the problem).

In frustration, I called in to place my order. The person I spoke with was courteous and helpful and my order was placed. Each of the items I placed was confirmed as in stock.

The day after we received a very garbled voice message. It was only because I had not placed any order elsewhere that I was able to guess that this related to Big Als, such was the speed with which the person spoke. I called back and was told that one item from my order (Seachem Pond Prime 2 Liter) was discontinued. There was no indication of this on the web site – it was available and was still listed in my order. Indeed, two weeks later it's STILL listed as in stock. I agreed to have this removed from my order (I obviously had no choice) and was told the order was just about to ship (this was on September 1st).


Mark

I too ordered the Sea Chem Pond Prime about the same time you did and got the call that it was discontinued (actually talked to someone though). I asked for the regular 2 liter prime, quoted the cheaper price at Marinedepot, and the person couldn't believe that the regular prime cost more than the pond prime and gave me the 2 liter regular for the same price. It did take a little longer to get my order this time and one item was removed (air line T's) but otherwise it was good. (I was also able to use 500 points twords the Prime, so no complaints).

One thing I've noticed though is that the selection seems to be going down and the price is not always that much cheaper for some items (of course except Prime)?

I've always been happy with Big Al's customer service though. Call them and tell them they didn't double your points. They made this mistake on one of my orders too and corrected it when I told them about it.

[markwill]

OK - I'm going to give them one last chance :-) I just called and explained all the problems I have had. They did agree to double the VIP points (which is only fair since it's how they entice people to order on a Wednesday). I also asked that they "show a gesture of goodwill" by sending me the Seachem Prime 2L without shipping charges (I tried to order two weeks ago and it would have been included in the shipment that is due to arrive tomorrow).

It will be interesting to see how motivated they are to fix a bad experience. The cost of the shipping is clearly a nit - their attitude is what I'd like to assess.

Thanks.

Mark

[markwill]

I asked for the regular 2 liter prime, quoted the cheaper price at Marinedepot, and the person couldn't believe that the regular prime cost more than the pond prime and gave me the 2 liter regular for the same price.
I am perhaps a little confused here - I thought Pond Prime and Prime were exactly the same thing (just different "targeting" and packaging). The price I see on Big Als for "regular" Prime is $29.99 for 2 liters. What was the "Pond Prime" price and is there any difference?

Frankly, $29.99 for 2 liters is still an good price compared to $9.49 for a mere 500 ml.

Mark

[Greg Richardson]

Mark. Let us know. In business your best advertising imo is when you fix problems.
All businesses have them.
It's what you do with them though that seperates you from the rest.

If I remember correctly Pond Prime treats more water than regular.
There is a thread about that somewhere on here.

It has been a confusing subject for many.

Seen other products with same type of deal when they seperate thier usage between pond and tank.

[ronrca]

Here was the link btw:
http://forum.simplydiscus.com//showthread.php?t=43894

Regarding discontinuing of Pond Prime, I hope not. I wonder if Seachem is discontinuing it or Big Als isnt selling enough of it and not stocking it anymore.

[Dood Lee]

I use Big Al's exclusively because of their prices. It's cheaper than all their competitors, and if they aren't, they will pricematch AND beat it by 5%. That can save a lot of money.

I only buy from Dr. Foster and Smith if Big Al's doesn't have the item I want.

[tpl*co]

Yes, pond Prime and regular Prime are supposed to be the same with different instructions, why they charge differently I don't know (which is why I asked to have the discontinued Pond Prime replaced with regular Prime on my order). I only ordered Pond Prime since it was cheaper on the site (knowing both products are the same).

[ronrca]

Really! They will beat a competitors price? Sweet because jlaquatics is around $20 cheaper than Big Als for the 2l prime.

http://www.jlaquatics.com/phpstore/store_pages/details/additives.php?product_ID=sc-prm2l

http://www.bigalsonline.ca/catalog/product.xml?product_id=28315;category_id=2229

Go figer!

Another disturbing fact.
4l prime US site = 57.99US
4l prime CA site = 119.99Cdn

When you do the money conversion, it only costs $68cdn from the US site. Again, go figer!

[Greg Richardson]

Thanks for the link Ronca.
I went from that one to another one posted there and found this post........


Seachem
Junior Member Join Date: Feb 2005
Location: Covington, GA
Posts: 1

Re: Prime Factoid

--------------------------------------------------------------------------------

To clear any confusion or doubt, Prime and Pond Prime are indeed the same liquid formula. The dosing and labeling differ merely as a matter of focus toward use. The surface area in ponds allows for a dramatic difference in the need for dose volume and thus explains the difference in dose on the labels. Hoping this helps to resolve and questions.
__________________
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Seachem Laboratories, Inc. www.seachem.com 888-SEACHEM

[ronrca]

Yep! Perhaps Seachem isnt going to bother with Pond anymore since it is the same thing. All they need to do is change the labelling so that it is for both.

Typically I buy the 4L bottles. Duh! Im not thinking. If 4L prime costs me $120cdn @ Big Als, why dont I buy 2x 2L @ jlaquatics for $94.9? Thats another 'Go figer'! (jlaquatics doesnt sell 4L)

O, btw for the Canadians viewing, free shipping if your order is $200cdn (dry goods).

[jim_shedden]

Instead of Pond Prime has anyone just tried sodium thisofate?
It decloranates just as well and i have never had any side effects and ITS CHEAP $$$$$$$$$$$
Just a thought

Jim

[ronrca]

Does that only work for chlorine or will it also work for chloramines?

[Greg Richardson]

Spoke to the girl at Big Als. The pond prime they will have back in a few weeks.
Right now the 2L prime is on sale for $29.99

Jim. Thanks for info. Have you been using sodium thiosulfate for a while?
Where are you purchasing it?
I went and googled it

http://www.solodvds.com/tropical-fish/fish_tank_water.htm

Consequently, many water companies have switched from using chlorine to using chloramine. Chloramine, a compound containing both chlorine and ammonia, is much more stable than chlorine. Chloramine poses two significant headaches for aquarists. First, chlorine-neutralizing chemicals such as sodium thiosulfate only neutralize the chlorine portion of the chloramine, neglecting an even bigger problem: deadly ammonia.

Looks like if you don't have chloramine that would work great.

[ronrca]

Thats what I thought. I have chloramines in my water. While I can test/measure for ammonia after I treat with prime, the ammonia is bond and harmless until it is consumed by the bio.

[markwill]

A quick update on BigAls. In short, they came through with flying colours (eventually). I spoke to someone yesterday expressing my frustration and making a very specific suggestion for how they could "make it good" (and not a particularly biug request) - to ship me Prime 2l with no shipping charges. An hour or two later I received a call from their Director of Internet Sales who agreed to this and asked me to send the eMails I had sent so that he could track this down.

This morning I have confirmation that the Prime is on its way and - with a small gesture - they have converted me from a frustrated customer to one who will be happy to give them another chance. Greg is right - there is significant value for businesses like this to just "listen" to customers.

Thanks.

Mark

[jim_shedden]

Greg: I have been getting my local drug store to bring in sodium thisofate. You are correct........sodium thisofate will not remove chloramines. I have been using it for about 3 years. I ususally just aerate my water in the holding tank but if there is an emergency I have it on hand. Thankfully, I do have have a chloramine problem..........yet.

Mark: Excellent news.......thanks for the update.

Jim

[rsawest@yahoo.com]

I usually order the 4L of Prime for $57.99, I think it may be cheaper in the long run for the 2L for $29.99. Just an observation.

[Greg Richardson]

Mark. Glad to see that happen. It amazes me when I see companies drop the ball in your type of situation as they don't seem to understand that coming through after messing up actually creates loyalty towards use of their products.

One would much rather know hey if this place messes up again they make it right.

Instead of going some place else not knowing if the day comes they mess up will they make it right?

A companies best advertising is satisfied customers after they mess up and others see it also that they made it good imo.

A company I really like dealing with for different types of clothing is http://www.wearguard.com/

They are no hassle return policy and pay your shipping.
Had boots I ordered and they didn't fit.
Got another pair and no expense out of my pocket. Great quality goods there. Excellent t-shirts that last for years. Coats great also.

Been buying from them for 10 years. I like to pass on good companies to others when I can. So many ripoffs out there.