Aquacave- incredible customer service!!!

Its very rare for me to write up a review/ thank you to a company, but felt this one was definitely in order.

I ordered 4 T5 bulbs from Aquacave last week because they had the best price and their shipping was only $5 (aka the best deal i could find). I got 2 ATI Blue+, 1 ATI Aquablue Special, and 1 KZ Fiji Purple. I was so excited to get the bulbs and put them in my new quad T5 fixture.

Well, they were supposed to arrive on Friday and I quickly took a look at the tracking info to make sure that everything was in order on Friday morning at around 7am. To my surprise, there was an exception saying that there was a problem with the shipping address and that they were going to send the package back to the sender if not contacted.

So... I called UPS immediately when they opened at 8am and told the rep that I wanted to change the zip code as I had listed it incorrectly when I made the purchase. Long story short, she told me that I couldn't make a change at this time as the package was already being prepped to ship back to Aquacave.

I found this absolutely infuriating! First off UPS just decided to ship it back immediately without giving me a chance to make a change. Secondly, they can call you to tell you that a package successfully arrived the next morning (to make sure their @$$ is covered), but they couldn't quickly call me to ask what the problem was with the address. But, whatever, apparently "That's Logistics"

So I called up Aquacave to see if they could help by calling UPS to make the change. They called UPS and got back to me with an hour or two. Unfortunately, they informed me that UPS would not let them change anything and the package was being shipped back to them.

As a result of the returned shipping, they were going to be charged $16 (which I expected would be passed on to me) and then they would have to ship it again once it came back to their facility. Sounds reasonable, right? Especially, since none of this was their fault and they tried to help me out by contacting UPS.

Well, this is what separates good customer service (detailed by their efforts above) and EXCELLENT customer service (to follow below):

After informing me of the issues with the returned package, they told me they were going to waive the $16 reshipping fees that they would be charged by UPS and instead of waiting for the other package to arrive, they were going to immediately send out another one to cut down on the delay of the bulbs getting to me!

WHAT!? Unbelievable! A company that cares enough about its consumers that they would make up for another company's incompetence- absolutely incredible.

Aquacave, you have a customer for life. Expect at least a 4-6 bulb order every 6 months, plus whatever else I need in the interim. You guys are great!