Nexel Shelves.... the worst customer service I have or ever will encounter.
So the other day my boss is talking about remodeling a room and I suggest to him we use the shelves we had at our last place. They are sturdy and easily adjustable. He tells me to look into it. Here is the humorous saga that ensued.

"Nexel shelves, can I help you."
"Can I talk to a sales rep about shelving? I have specific needs and want to figure out the best solution."
"Have you looked on our website? Everything is listed there. You can put together an order and enter it into the web form and we'll fax you a quote."
"Yeah, I am on your page and have put together a possible order but I just want to talk to a sales rep to be sure that I have it right."
"Well, what are you concerned about?"
"I will be putting aquaria on it and want to be sure that I order the correct type to be sure it will not rust and can hold the weight."
"Okay, well that info is on a pdf on the website. Go to the top of the page and click on catalog. On the third page it will tell you the weight loadings. Then enter it into a form and we'll fax you a quote."
"I would rather just talk to a sales rep."
"Just look at it on the website first then send us the info and a sales rep will call you."
"Uhh, ok."
"Ok, good-bye" Dial tone.....

Now continues the email dialog that continued-
The web form data I submitted:
We need 9 48" wide, 24" deep, 72" tall shelving units each with 7 > shelves on them. So my count is 63 shelves and 36 poles. Their most demanding function will be to hold 10 gallon aquaria filled with water. I think the EP series is what we will need. In essence, we have three walls 144" wide and are looking for the best solution that will support aquaria. Can you please give us a quote including tax and shipping? I tried calling to talk over options but was met with an abrupt woman on the phone who insisted I use this web form. If there is a salesperson that can call me, I would appreciate it. We are budgeted to spend $2000 including tax and shipping, so the closer you can get to that number, the more likely we will choose you to order from. THANKS! -Jake

The reply:
Not a good application for this shelving 10 gallons = 110 lbs including tank

Yeah, that's it. No phone call, no fax, no alterative solution. So I follow up...

"Nexel Shelves"
"Can I talk to a sales rep?"
"Have you been to our website?"
"Yes, I have. I submitted an order but was met with an abrupt reply that was not helpful. I would like to just talk to a rep to figure out a solution."
"Maybe I can help you?"
"Ok, well I need shelves for aquaria. I used your shelves at my previous University and they held up well so I just need a quote. The catalog you sent me to said that the shelf could hold 600 lbs and even by your estimate I can only fit four tanks on a shelf so this comes in at 440lbs. Truthfully they will not even be completely full, so this is worst case scenario."
"Well that estimate is for an evenly loaded shelf, so they are not designed for supporting aquaria"
"Well I would have four aquaria on a shelf evenly loaded?"
"Um, ok- well just resubmit a form with your order and I will make a note. Where are you from?"
"Washington State University"
"Ok, bye"
Dial tone.....

So here is the SECOND web form:
I emailed earlier about ordering some 48" shelves (see below). I have used these shelves for water before at my previous lab (UC Davis with Andrew> Sih- perhaps you could verify the order even). They seem to hold up fine and by my estimate we'll only be able to fit 4 10 gallon tanks on a shelf so if there were full (which they typically will only be half >full) would weigh less than 500 lbs. The shelves are rated for 600lbs, so by my calculation they should be fine. If you could fax me (509-335-3184) a quote (including tax and shipping) I would greatly appreciate it. Thanks, Jake Kerby Washington State University

The reply:
PLEASE FIND ANOTHER VENDOR FOR YOUR SHELVING / THANK YOU

That is it... Nothing else...
Then 3 hours later another email.

PLEASE FIND ANOTHER VENDOR FOR YOUR SHELVING / THANK YOU PS 500lbs x 7 shelves = 3500 lbs on a shelving unit that is rated max load even distribution of weight across each shelf total 4 shelves in a unit = max per unit 2400 lbs not 3500 lbs Again you are taking a very risky chance and if your doing it now on existing shelving better take extra precautions a disaster may be on the way!!

Ummm.... So since I am using a web form and not talking to a person- they don't know that I am ordering 7 shelves so that we can alternately use them to put small cups on for certain experiments. It is not even possible to fit 7 shelves of aquaria on the order I submitted. So I reply once more a bit frustrated...

Are you kidding me? Please just send me a quote! This could have gone much faster if I were able to talk to a sales rep like I requested last week! We are ordering 7 shelves because we will primarily be using smaller containers that are much shorter (that will weigh much less because of far less water). You cannot fit 10 gallon aquaria on 7 shelves... Again, I am estimating a worst case scenario but our tanks are typically only half full and so this falls far under the weight limit if we use 5 shelves (although most typically we will be using four shelves when aquaria are on them). Please just send me a quote...
Jake

And their reply:

Sir
I am Not Kidding You
Again Please find another vendor for your shelving.


You think it is time to give up? I have never encountered a company that worked so hard to not get my business.