Complaints

This profile includes complaints for TS Goldfish Island, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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TS Goldfish Island, Inc. has 2 locations, listed below.

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  TS Goldfish Island, Inc.

  60 Billings Rd North Quincy, MA 02171-2304

• 

  TS Goldfish Island, Inc.

  989E Central St Stoughton, MA 02072

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:10/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I bought an Arowana fish and it arrived on 9/26. Dish appear in bad shape , breathing hard. I texted **** of Goldfishisland That Im a little worried about this Fish . He said give it sometime it still asjusting. I changed 25% of my water to make sure my water is not the problem.Less than 24 hours I found the Fish dead. I texted him and told him and send video of it and asked what ate we gonna do now. Never respond, until I texted again the next day. He said I dont give refund or exchange . I only guarantee live arrival. But on the website it say live warranty and 7 day ***** warranty. He said thats Goldfishisland . But I paid thru Goldfishisland island.Until now he didnt want to resolve issue. Wont refund or exchange. Their website says it will exchange the Fish if it dies within 7 days. This Fish dies less than 24 hours.

  Customer Answer

  Date: 10/15/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I bought 2 panda goldfish for my daughter from the Goldfish Island store in *********, *************, they got sick within 7 days and died in 10, she set up her tank perfectly, tested the water daily. They had a parasite that killed them. The manager at the store tells me they only have a 7 day warranty with their fish and she shouldve told him as soon as they got sick, problem is they close at 4 and she noticed they had a skin discoloration with spots when she got home from school around 5 on 1/26, exactly a week after the purchase. She went in to the local pet store (since Goldfish Island was closed) and got medicine for the tank to try and help to no avail, the fish died on 1/29. This man has a very shady set up in a basement, my daughter was actually a little afraid. All I want a reimbursement to my credit card! I just talked to the manager at the store who was very argumentative and talked about trying to take care of the customer repeatedly but he wont reimburse my card!

  Customer Answer

  Date: 02/10/2024

  I have not heard from the business in response to my complaint.

  I initially reached out to Goldfish Island and he wouldnt credit my card for the 2 fish that died within 10 days of purchase so thats when I came to you to file a complaint. I have not heard from the business owner at all since our initial conversation prior to reporting him to you!

• Initial Complaint

  Date:07/11/2023

  Type:Customer Service 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: 5/17/23 Money Paid: $85.75 What Business Committed: Healthy fish and good customer service Nature of **************** sent me an extremely sick fish that ruined my whole tank ecosystem, brought many types of parasites into the tank, and killed all my fish -- my pets that I loved dearly. Though I reached out to them, they ultimately said it was my fault and I didn't know what I was doing even though I've had healthy fish for 5 years. They refused to take responsibility or give me a refund, blamed me, and kept telling me I was misdiagnosing the fish. They finally admitted that I was right and told me I was on my own to take care of my dying pets. I then tried posting a review to ****** and they kept deleting it.Whether or not the business tried to resolve the problem: No Order number: ******

  Business Response

  Date: 07/16/2023

  Customer reported fish issue three weeks after arrival. Customer asked for help but cannot provide us a clear photo and video of sick fish, neither and a photo of their current water parameters testing results.
  We are not veterinarian, all the fish care suggestions are from our fish care knowledge and experiences.
  Customer complained a lot and thought our help was wrong, that's why we told customer they should take the responsibility to treat the fish.

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I have been courteous and patient the whole time until the very end. I've been trying to tell them that the fish I got from them brought certain diseases into the tank, and they kept telling me I was wrong and that they knew fish better. I've attached evidence of all the emails that included photos I've provided to them including the water testing parameters they keep saying they didn't get. All the pictures were taken from a friend's iPhone14 Pro which has an amazing camera, so I do not doubt the quality of the photos. In the second zip file, you can see clearly that the bigger fish had scales sticking out, and although it is white spot disease on a white fish, you can still see some small white spots on the smaller fish. I've been keeping fish for 5 years, and never had this problem, and most diseases in tanks are introduced from the outside. However, they kept blaming me, **** and even the fish itself rather than take responsibility. Ideally, I would like the lives of my fish whom I see as family back, but I know that's not going to happen. Let me know if I can provide more evidence. Thank you for all your help!

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Celine

   

   

  Business Response

  Date: 07/17/2023

  • We attached all chat history here, Please check the document. ******************************d/1gbDXOu24CdJRr-d9VSysV0qIX0fjegZn/view?usp=sharing
    
    Customer asked for fish care help 3 weeks after fish arrival. We provide help based on our knowledge. We are not veterinarian, and fish was not in front of us, we identify the problem based on what photos customer provided. In addition, Ick parasites has long life cycles, every couple days they can develop to a different stages. We really can do little without the fish in front of us.
    Customer complained on our fish care help and thought the wrong help cause the rest fish die. but again, we are not veterinarian and customer should take their own responsibility to take care their fish.
    
  
  
  • Complaint ID#:

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  The crux of the problem isn't that they gave wrong fish advice. The problem is their guarantee of a healthy fish which brought disease into my tank. A mere ****** search will give results showing ich is introduced into a tank; all the different websites agree on that. I've had fish for 5 years; I've added fish and plants and never had a problem. I had not introduced things into the tank for a little over a year. I clean the tank every week which reflects in the water tests coming out perfectly clean. The problem isn't the advice they gave. The problem is their fish wasn't healthy, and the consequence is that it ruined my tank ecosystem and killed all my fish.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Celine