Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: order placed 02/18/2023, order shipped 02/21/2023, received order 02/24/2023. Amount of order: $130.38. The business emailed that they weren't able to ship on the day that I had chosen when I placed the order. I thought the business was in ******* and when I found out it was in **, i emailed my concern about the distance and the business rep**** stating that they would overfill the packages so that the livestock would survive the trip. I agreed to their shipping date. The order was dispatched during bad weather in *********, **, where the package was leaving from. This caused a 1 day delay, When I received my order, I opened it promptly and notified the business that the livestock appeared dead. They advised if the bags were cold to slowly acclimate them to bring livestock "out of hibernation". I did as I was told but the livestock were dead long before they were delivered to me. The smell upon opening the bags was terrible. They were dead for at least a day before I received them. The packaging was insufficient with just 1 heating pack. The owner claims 5 heating packs were used but it was 1 heating pack laid on top of newspapers and a bag. Business then advised me to take pictures and submit a claim within 2 hours of receiving which I did. I provided pictures of dead livestock and tried to send video through their claim page. I did manage to send a small clip of the video where the lone heater pack is shown upon opening box. The business denied my claim, stating delayed in transit, and only offered a 30% discount with a minimum order of over $100 plus shipping. The business has not tried to resolve the problem, and refuses to replace the livestock that perished from a 1 day delay. The livestock would not have survived a 1 day trip. Any business with integrity would have replaced the order. The order number is *****. Tracking number ************ via ********* Courier. plus ***** HST, plus $60.00 shipping. Total: $218.94 (saltwater livestock)

  Business Response

  Date: 08/03/2023

  Customer was aware of risk of delay. Company policy is to not cover delay, All policies are viewable prior to placing order, and the customer was provided the option to cancel prior to shipping. We packed the order with 4 heat packs, customer claims that we did not pack the package appropriately but refuses to provide proof. We are happy to replace the order should the customer be able to provide the complete video of the unpackaging (A claim requirement anyways) showing we improperly packaged the order. Customer speculation on status of fish prior to arrival or length of time fish would have survived is completely irrelevant. We ship hundreds of packages every month in this fashion and rarely have issues. The livestock perished due to the delay statements otherwise are unfounded without any verifiable information. Our packing team specifically packed this order with 2 additional heatpacks as the normal package would have 2 (Not the 1 she claimed, we never ship any order with 1 heatpack unless its a very small box.), as this was a custom order, there was specific instructions for the staff packing this order. This mistake did not happen and the customer is claiming this is the case so they can recieve compensation.

  Customer **** multiple times in their claim form and despite in email stating they were aware the items would not be covered due to the 2 day shipment, claimed she was not aware of this information. She did not submit the correct photos and is aware we do not cover delays.

   

  "*** ***** *** ********** ****** *** ******* ** ********** *** ***** *** ******* *** ******* ***** **** ****** * * *** *****" This is incorrect, as the tracking information we can provide shows, the package was delayed at the destination location, the weather here is irrelevant as it was not delayed in our province."

   

   "*** ********* *** ************ **** **** * ******* ***** *** ***** ****** * ******* ***** **** **** *** ** *** * ******* **** **** ** *** ** ********** *** * ***." Again customer misrepresenting facts, as stated to customer, we packed with 4 heat packs, not 1, customer refused to provide video showing unpacking process but claims otherwise"

   

  Any business with integrity would have replaced the order. -- Customer has not shown any integrity, has **** on mutiple locations, and misrepresented the same information multiple times (Cannot keep their facts straight). We are happy to look at the hard evidence (Full length uncut Video footage) and provide compensation based on that.

  Customer Answer

  Date: 08/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: all proof supp**** by business shows that what I stated is true. The facts are clear, they decided to take advantage of the one day delay to prevent replacing the order. They also *** about sending order at their expense when they state they dont pay for shipping on replacement orders. I had to chop up my video into small clips to try to get it to go through on their claims page. I sent pics of the dead livestock in the bags and also on an opaque surface, so another *** on their part. The owner I spoke with, *****, is determined to not do the right thing. I have had many online livestock/coral orders from other businesses and never dealt with this level of disrespect and unprofessional conduct. Im not asking for compensation, Im trying to have my order replaced and I would pay for shipping. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/03/2023

  I am rejecting this response because: all proof supp**** by business shows that what I stated is true. -- All Proof shows that customer was aware we do not cover delays and that we did state that this would only survive if not delayed.

   

  The facts are clear, they decided to take advantage of the one day delay to prevent replacing the order. They also *** about sending order at their expense when they state they dont pay for shipping on replacement orders. - This is correct, we don't pay the shipping, we are making an exception to this rule provided customer can show in unedited video, that the items perished due to our improper packaging and not the delay in transit.

   

  I had to chop up my video into small clips to try to get it to go through on their claims page. - This is untrue The claims page accepts files up to 100 mb, which is over 15 seconds of film. other methods provided for upload included up to a 4 gb upload (There is no plausable reason whatsoever to not provide the video other then that what is on it shows that the package was packed correctly. There is no need to break up the video into pieces.

   

  I sent pics of the dead livestock in the bags and also on an opaque surface, so another *** on their part. --- Photos on opaque surface were provided after the claim period expired the following day (Despite being warned to provide all documentation within the 2 hour timeline) -- Again, even though these photos are adequate for a doa claim, We do not cover DOA due to Delays. The only circumstance in which we provide an exception for this is when there is an error caused by us. There is no documentation provided in the claim that shows that this is the case.

  The owner I spoke with, *****, is determined to not do the right thing. - This is completely untrue, The owner has been patient and willing to cooperate all they have asked for is the video, not an unreasonable request. With the video the claim would be approved. The customer rather then communicating directly, has proceeded to slander the buisness publically in every place possible.

  If the customer wanted to get their order replaced, they would follow the policy that every other customer agrees to and follows and they would provide all the requested relevant claims information.

  Customer Answer

  Date: 09/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: this business is never going to agree to settle this amicably. If a better outcome was obtained I would remove my reviews for this business. Resizing and cutting the video into small segments was my only way to try and submit video. The video was long. The ***s perpetrated by this company about me not sending pics right or sending after the deadline are all false. I had to slowly warm up the bags to see if the livestock could survive and kept the company apprised of the status. As you can see from the pics of the livestock they are really dead. The coco worm was rancid and dead for way longer than one day. Its sad that this company does not want to try to resolve the issue with all the info I have provided so far. Ive never experienced treatment like this and am sick of the ******** comments and attitude from them.

  
  Sincerely,
  
  *******************