Brinsea Products Inc — Local services in Titusville

In light of COVID -19, the poor experience that I had is directly related to poor customer service. My billing address and shipping address were different, I received an email asking for a copy of my ID and credit card used to purchase. I called, left a detailed message after business hours the day that I received the email from them, hoping to connect with someone on why they would want me to send sensitive information over an email. No response from them the next day or an attempt to call me. I sent 4 different emails regarding these concerns. As I live in a rural area with no cellular service at home - I literally have to drive to town to make a call. One email responding to the request for information directly, one responding to a support line to gain some insight and clarity on my order and the presenting issue. No response. Then I received a notice of refund with out having ever talked to someone, and a delayed shipping notice of which I responded to both looking to again connect with someone directly. 4 different people at 4 separate emails and the only response I got today was “we asked for your info and you didn’t respond” as if none of my commutation attempts were even looked at. Beyond frustrating. When you want to support a manufacture and the customer service is terrible you go somewhere else. I trusted the reviews of others and because I have two addresses I am not able to get the same service as anyone else. If you live in an area with out cellular service or have more than one address BEWARE. I’ll be using a different provider. Reading another review makes it sound as if they are trying to combat fraud by requiring this step - would have been nice to hear that from the company and not a comment on a review. Hundreds of online orders and this is the first time a company has ever requested this form of checking. They had no problem processing payment and taking the money from my account but they won’t ship it to my second address??? Don’t know how many people fraudulently try to purchase incubators and heating plates, that is beyond me. All I know is that consumers have a right to protect their information, and the whole process seems fishy to me.

In response to owners response : Emailed info@brinsea.com, a reply to pascale@brinsea.com, a reply to sherylann@brinsea.com and an email to...

I tried to purchase an incubator from this company. After my order went out the amount was booked of my account, I received an email that I have o send them a photo of my visa card and a photo of my photo ID as I had ordered to a different address then my billing address is. Note: everything under the same name, same country, same city. I ask if they are serious to ask me to send them so sensitive information. No reply. I ask them to call me. No reply. So I rang them and had a badly motivated lady on the phone who obviously didn't care. She took quite a while to find out was going on and the told me that they need it because to protect themselve from fraud. So I ask her f she could send me a photo of her ID so I know it's her I'm sending mine too. She didn't want to do it. I wonder why? But it is okay to ask me for it. I then thought that I could change my address to the same for billing and shipping but decided to cancel my order in the end as I can't even imagine the Drama with them if anything shipped is broken. I'm very disappointed in the customer service and the no care attitude of the lady I spoke too. I also wonder how many fraudsters order incubator to rip...

Got the newest brinsea Maxi 24 Ex set eggs and trusted it to do its thing. We had signs of hit and cold spots based on the egtopsies done of those that didn’t hatch. Second run got a separate thermometer/hydrometer and the temp was 1 degree hotter than it was reading. The humidity was way off. And the egg turner stopped working the second time I used it. Emailed and was told to call. I Called and they were not interested in sending a replacement motor. I got two manual thinking that should eliminate the problems. They would not sell me the manual egg turner individually. They offered 10% off the purchase of the manual turner kit with two more egg plates which I do not need as the first one came with multiple sets of different sized egg plates. I do not need more plates then I have turners considering I have zero working turners at this point.

Very disappointed. Emailed again and asked for a replacement turner for the one that is one month old and have not...