ComplaintsforSaltwaterfish.com
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Complaint Details
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Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They have a special buy $249 you get a free fish. I chose a blue hippo tang. So I received my package, the blue tang was dead in the bag. I did what I was supposed to and they told me I could get a free one on my next order. I told them I will not be placing a next order because I don't have $200 for another order nor the room in my fish tank for more. I told them I would like a replacement sent. They said too bad so sad we don't do that for free fish. So, I spent more than I wanted to , to get the free fish, then I don't even get to enjoy it since it was dead. I guess they didn't specify if the free fish was going to be dead or alive so there's that. It's a scam. A dead fish is a dead fish, it should be replaced. If I sent a broken item to a buyer, I would have to send out a replacement. That's how fair customer service works.Business response
06/26/2024
Our website clearly states that free items are not covered by our guarantee. Our promotional offers also mention that there is no coverage for free items. As a courtesy, we offer to send a free replacement in the customer's next order. It is a generous offer that shows our level of commitment to great customer service. We would like to offer to send our customer a free replacement, as they've requested, and we will then close out their account for noncompliance of our policies and procedures.Customer response
06/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
11/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
NOV.11 2023 BOUGHT A BLACK LARGE LIONFISH THY EVEN VERRIFIED THY SENT A RED ONE AND SMALL WHICH IS ABOUT 3-3.5IN WERE A LARGE IS 4-5IN. I CALLED LEFT 2 MESSAGES AND SENT 3 EMAILS AND NO RESONPS.Business response
11/17/2023
Our customer service manager spoke to this consumer and it was a misunderstanding. His issue was with a different vendor (saltwaterfishshop.com) We offered to help him in any way possible but I believe they realized the mistake as we haven't heard anything further.Initial Complaint
05/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 05/24/2022 I purchased a live Lieutenant **** from Reefs4less.com which is affiliated with saltwaterfish.com ******************* was dead on arrival when it arrived to me. This is covered under their DOA policy which guarantees the fish will arrive alive to me. They are refusing to refund me as they claim they never actually received payment for this fish. I have confirmed with my bank that is impossible that they did not receive payment for this because the funds have been deducted from my account and sent through with no issue. I would like a refund for this fish as per their alive arrival guarantee. Order #*******Business response
06/01/2023
I discussed the issue extensively with our customer and provided information directly from our processor. We would be more than happy to refund the transaction but cannot do so. I spoke to a representative at Braintree payments today, which is our processor, and I'm told quote "I suspect that the bank likely closed the card and you wont be able to
refund to the original payment from BT. The best course of action to solve the issue with the card holder would be to confirm if they have already opened a dispute with the issuing bank. If they have, then they will get their funds back that way." So, as I told this customer, please dispute the charge with the bank and the full refund will be issued. There's no dispute that there was a DOA fish, it's just a matter of getting the refund and it's as simple as disputing the charge as we cannot refund, the transaction is invalid since the card has been closed.Customer response
06/02/2023
Complaint: 20127460
I am rejecting this response because: The issue is the merchant is not willing to refund me in a different way. My bank has confirmed that they received the funds for the transaction, but for some reason they can not refund to the original payment method, then I would request a different form of refund such as paper check.
Sincerely,
*****************************Business response
06/02/2023
Dispute the transaction. We are unable to refund it. It is that simple.Customer response
06/02/2023
Complaint: 20127460
I am rejecting this response because:
Sincerely,
*****************************Initial Complaint
02/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I order from their online store 6 tiger queen ******** When I picked up the package at my ***** location and went to acclimate them all of the fish was dead on arrival. I followed their instructions on filling out the guaranteed request, but they soon replied that they needed a single photo of all 6 fish in the order. I took 2 photos of 3 in each. There was no mention in their instructions that it had to be all in one photo. Unfortunately, after taking the photos I discarded the fish as anyone else would have so i was unable to take a photo with all in the same picture. I requested that my order just be reshipped but then i got accused of them be the same fish in each photo and that they did not arrive dead on arrival as 2 of the fish fins were missing. I assured them that they can check from the time that signed and picked up the package from the ***** location to when I called their customer service and filled out the compliant that was, the way the fish arrived. I was then given a partial store credit and threatened to have my account closed if I was not happy. I would just like my order reshipped.Business response
02/13/2023
Our customer submitted photos within the 5 hour DOA period, however, the fish were post mortem determined by "chewed" and missing fins that indicate these fish were in the aquarium, died, then scavenged. Furthermore, the two photos provided appeared to show the same 3 fish twice. The claim was denied, however, as a gesture of great customer service, a full store credit was issued for three of the six fish. Since this can not be resolved as the customer is requesting a reshipment, the account will be closed and the order will be refunded.
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Customer Complaints Summary
6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.