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:11/01/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  A few weeks ago we purchased 14 saltwater aquarium fish and invertebrates. Of that 14, 12 of them were Dead on arrival. When I purchased, I paid $35 additional dollars for 100% guaranteed arrival live delivery. If you go to his website it immediately directs you to other websites, he operates mainly off his ******** page where nowhere it mentions a refund policy, and I purchased through my credit card and was not told anything about a refund policy. I have it in documented text that he reiterated I'm 100% guaranteed to receive fish alive to which 12 out of 14 were dead. I contacted him and since it was $15 he asked if he could do a credit for my next order to which I said is fine. Still never mentioning anything about a refund policy.On Wednesday we purchased much more expensive livestock, a $120 flame angel ***** 2 $35 cleaner ***** and five peppermint shrimp. Of the 8 livestock purchased, 4 shrimp arrived alive and 2 died within hours while still acclimating. Again we purchased through him the *** $35 guaranteed arrival live delivery. Seeing as a total of 22 fish or invertebrate were ordered and a total of 4 lived, I firmly believe that this is not a shipping issue as he States but he is selling fish that are unhealthy and not suitable for sale. When you pay hundreds of dollars and 4 out of 22 live, that is an 18% survival rate and when you pay a total of $70 in shipping on two deliveries for a guaranteed live arrival, I find this to be a a business that needs to be looked into for the health and safety of marine animals.In addition, when we reached out for a refund just for *************, we were going to eat the $70 useless delivery charge because we only got dead ***** he miraculously had a credit only policy that is not mentioned anywhere other than fine print of a PayPal receipt. He boasts and recommends a $35 guarantee shipping for 100% guaranteed alive fish and we can show you that in documentation but absolutely will not file a claim. Please help

  Business Response

  Date: 11/01/2022

  If you would like to please reach out ************ this is my personal salad and will have it with me all day as for this inquiry original loss of $15 in animals on first order could not actually prove anything was dead we still offered full credit And they agreed it was fine to use on their next purchase no discussion of money being bad giving back or anything of that nature as for second order refusal to give proper photos showing dead animals finally getting photos for days later is not acceptable by our terms we have a two hour live arrival guarantee with a Doa credit as clearly shown within our PayPal invoice in over 10 years of doing business this is our first dispute while also having an issue with this couple putting PayPal in litigation and locking our money out demanding a whole order re-ship even though the only product they could show dad within our two hour window was one flame ***** that was clearly repackaged as our bags do not have corners when they are packed also they are trying to claim the ************* so a grand total of around $600 is being stripped from our business 200 stuck in PayPal another 200 for there demanded re-ship and 200 for insurance at this point in time I feel this is fraud As we have over 30 photos of the full conversation that took place over our ******** business page is there a way to send all sad photos as we are very limited on what this app will allow us to send Our email is ************************************  This will show the direct responses the threat of slander and defamation of character and the complete unwillingness from this party to function by the terms of our policy that is clearly established within the PayPal invoice and refusal for things as simple as photos that we require

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18330210
  
  I am rejecting this response because:

   

  Complaint: 18330210
  
  I am rejecting this response because:
  
  1st, on the $15 dollar order I guarantee he cannot show you any mention of a refund policy. $15 dollars is not worth refunding when you plan to spend hundreds within wks. Even still, I'll attach his boastful promise of 100% arrive alive guarantee. As far as pics of the 1st order, I sent him multiples to which he asked for more time because they can be shy to which I still have the dead shells in a quarantine tank I can send them. 
  
  2) we sent him a video of ************* and multiple pictures immediately upon opening the box. I've also attached pics of them dead in the bags in the boxes immediately after delivery. The fact that he said we re bagged his fish is absolutely absurd. I saved every single bag in the package and the box that it came in. It is a downright lie!

   

  In regards to his claims of demanding, I can show you where we offered more than three different solutions to rectify this situation to which he said no to every single one. We paid for the insurance through *** but he has to be the one to make the claim and refuses to do so there hasn't been a claim there. We are trying every avenue we can to meet a resolution because he has sent us 82% dead livestock with $70 in shipping total. He is an outright liar and I fully intend on riding a review anywhere and everywhere I can with the lies. 

   

  If I get attach more photos I would more than happy to show you every single lie side by side.

   

  We asked if he would pay shipping until we get a live animal to which he said no, that was only $15 or $35 versus the 600 he's complaining about.

  We have asked them to simply refund us our money and will send them his dead fish back to which he has said no. 

  We even asked him to send us the new fish per his policy and if they arrived at a third time then he issues us a cash back but he still doesn't have confidence that his fish will be alive. 

   

  We can show you where he told us he had no more quarantine flame angels and on his livestock chart the day of this issue he had none available to send per his policy. Miraculously he came up with one that's not on his website just like any other policy to wish you would not show me that it's been quarantine in any way shape or form. 

   

  This business refuses to conduct good business practices and if I can speak with somebody or send multiple attachments I would prove it time and time again.

   

  I was perfectly happy with just a refund for the dead livestock this time, I was happy with him paying for shipping for one if he did have one seeing as I've already paid for it twice and got dead livestock even though he boasts is 100% guarantee, we have giving him option after option but he refused to have any type of common decency or professionalism.
  
  
  Sincerely,
  
  *******************************
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/12/2022

  We are currently waiting for paperwork for *** proving they filed a claim while demanding a new shipment and freezing our PayPal money

  photos of everything was emailed over from ************************************

  aso they claimed more then product was worth and also claimed product that is not dead as per the photos that they have provided

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18330210
  
  I am rejecting this response because:

   

  As you can see by mermaid's cove's response, they are absolutely insane. I have attached multiple Dead photos of the fish to this complaint and have also sent him multiple correspondences with Dead photos. In regards to his ridiculous claim about **** I've told him multiple times and I've submitted through this complaint that *** would not allow me to file a claim because though I paid for the insurance he purchased it and will not help me with the claim so the fact that he said something is held up there is ridiculous. I have proof of how much everything costs and our communications with him about how much it cost so he can keep going on crazy accusations about that too. We absolutely are disputing it through PayPal because he would not issue a refund and sent us 82% dead fish. 

   

  This matter could have been resolved by him simply sending us a live fish and paying for the shipping but he has no flexibility or business since whatsoever. I've already paid $70 for shipping and got nothing but dead fish I won't pay anymore and that's why we're going to such extremes. I no longer trust his fish and just want to refund so I can move on, I'll even eat the $70 shipping I've already paid. I just want my money for the fish back. 

   

  This business has a habit of compulsively lying and I can prove it every step of the way especially with all these ridiculous accusations are changing out the fish bags. They are absolutely crazy and should be investigated for the well-being of marine animals but at this time I just want my money back so I can move on. He claims he took photos of my fish in different bags before he sent them and sent them to me but cannot prove that he is a liar and I just want to move on from this.

   

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