ComplaintsforQuinns Fins

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought $140 worth of fish and part of these have died already with just a day or two or were missing. I have already had at least 4 to die or be missing. I swear I've had more aggravation over this and just want my money. I'm missing the two different sharks and two guppies.

  Customer response

  04/01/2024

  They say thieve refund me for th3 dead fish but Ive still not been refund for the two missing sharks.  

  Business response

  04/01/2024

  **** ** has purchased the fish through Amazon.com. These fish have been fulfilled by us, ******* Fins. She has sent us an initial email providing proof of one singular fish that did not make it. We immediately issued a refund for the one fish that was provided proof through Amazon. A message was sent through Amazon's messaging service, which is the only way Amazon.com allows us to communicate with buyers through their platform. To get messages from third party companies you purchase, a customer must OPT IN for receiving messages. I, ******* Fins, have no way to tell customers this information. Amazon is the sole and only company that is allowed to change that information for a consumer. Based on the proof provided, a refund had already been issued, please see screen shot attached. If the customer feels they are not treated appropriately, they have the option to file an A-Z Claim with Amazon, and Amazon will issue the refund back to the customer. **** ** has not contacted Amazon, and we have issued a refund for the amount of the proof they provided through contacting us through Amazon's platform. Again, I reiterate, this is the only allowable way we have to communicate with customers based on Amazon protocols, which we must follow if we are to be allowed to sell through Amazon. The customer can also initiate a free return of any merchandise on Amazon for ANY reason, and a FREE return label is automatically generated. Amazon does not have any reason not to allow a return of any item to any vendor for any reason. They automatically issue refunds and returns. No return has been initiated, no return has been received, no claim has been filed. On our end, the refund has been processed as you can see in the screen shot. I have no other way to issue refunds other than through Amazon. The timing and actual issuing of the refund is 100% up to Amazon and is in Amazon's hands. Amazon provides vendors that sell through them NO billing information. No billing address, no credit card information, no account level information for the privacy of the customer. The only information we receive is a billing address. There is a phone number that Amazon provides, but again, per Amazon policy, that phone number is only allowed to be used by a shipping carrier. That phone number is not even the phone number of the recipient for the customers privacy. In a matter of days after the customer receives the order, the vast majority of any contact information is removed from our viewing. 

  In summation, we have issued a refund back to the customer the only way we have the ability. As much as I do care about customer service, this customer has not provided any further information, and has only provided proof of one fish that died, no proof of what was received, or not in their case. No picture evidence, no return, nothing. Based on the evidence provided, we issued a refund for the one fish, even though we do pack extra in each bag we send out. If a customer orders five or more of any one species, we pack at least 1 extra. Needless to say, this customer did receive the proper number of fish alive and well. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩