I have an Oceanic aquarium that I've had set up as a reef for several years now. I recently broke 1/2 of on the glass tops for it. The last time I needed parts I contacted several retailers and no one carried this part. I contacted Oceanic, and I was put in touch with someone from their warehouse who shipped me the part...gratis even.
This time, I contacted several of my favorite retailers, and again, they didn't have the part. They could order it, but only for in-store pickup. Since the nearest one is 5 hours away that wasn't really an option. So, I contacted Oceanic. This time, I got a pretty brusque response telling me to seek help from a local store.
I bit miffed, I eventually found a store that could order the part for me. The overall experience was not the best and tarnished a bit of the high regard I have for Oceanic.