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ComplaintsforTop Shelf Aquatics Inc
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Complaint Details
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Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They did not send half of what I ordered, and what was included was grossly misrepresented and extremely falsely advertised, or the included quantity was a small fraction of what they advertised. I also had to make NUMEROUS attempts to reach them about it as they refused to reply to emails, and when I called them I was left on hold for well over an hour before I finally gave up. They also charged me two separate times for one order, including twice they charged me $44.99 for overnight shipping, then they ship everything together in one box. Then I finally reach them and they promise to ship out what they missed immediately. It's been a month since then, and they've not sent anything, and flat out will NOT reply to my emails or accept my calls. They are scammers and rip people off! Period!Business response
07/01/2024
To Whom It May ************** have reviewed the complaint submitted by the customer and would like to address the points raised.
Upon investigation, we found that the customer's account of the situation is unfortunately incorrect. The customer received all the items ordered, with the only delay being the amphipods, which were shipped out the following day at no additional cost. The customer stated that he was charged $44.99 for shipping; however, our shipping fee for livestock deliveries is $34.99, and he was only charged once for this service.
We also reviewed our call logs and found only one phone conversation, which lasted a few minutes. Our records show that the customer was never placed on hold for an extended period, let alone for over an hour, as claimed. Additionally, our email correspondence indicates that we responded promptly to his concerns. When the customer expressed dissatisfaction in his last email, we attempted to reach out to him, but he requested no further contact.
We strive to provide the highest level of customer service and promptly address any issues. However, it is challenging to assist a customer who is unwilling to communicate with us. We serve thousands of customers each year with minimal issues, and we always aim to provide quick resolutions to ensure customer satisfaction.
Best regards,Top Shelf Aquatics
Initial Complaint
04/04/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Top shelf aquatics sold thru Innovative Marine gift cards that have nothing but a face value on them, eg $50. When I attempted to purchase items online on their store it turned out their gift cards did not apply. I reached out and they said “gift cards only apply to livestock purchase”. If that’s the case gift cards must have disclosures on them to say the same. If not then this is a cheating scheme to attract customers with a false impression that they otherwise could use gift cards towards any purchase just like cash. I don’t think this is good business practice.
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.