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:12/04/2023

  Type:Billing 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 made a purchase with the company using an **** card on March 28, 2023. I only received a 3 of the 4 items. On August 30, 2023 the company told me that they could not get the missing product and suggested a refund. I e-mailed them accepting that refund and to date, we have never received it. I've tried calling and e-mailing with no response.

• Initial Complaint

  Date:09/13/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 ordered a fish on November 8, 2022. At first they delayed the shipment due to back order, then the weather. Once weather improved he promised to send the fish but came up with an excuses the next week when I’d email him cause they didn’t send it. He offered to refund the fish due to the delay and I accepted because he confirmed he would still send it if I said yes. After the refund he continued to promise to send it but came up with excuses the week after he said that. Now he won’t respond to me and up to this point he should still be obligated to send the product since the order is still active.

  Business Response

  Date: 09/13/2023

  To whom it may concern,

  The consumers initial remarks are correct.  

  Said ordered product, captive bred yellow tangs, are new to the US market, and in limited supply/ high demand.

  Due to the order time frame, the animal had to be acquired, properly quarantined, and shipped to the consumer during proper shipping temperatures.

  We did acquire said fish, did our standard quarantine, and awaited proper shipping temperatures.  This information is disclosed on our website, and there were no hidden time tables, or agendas.

  We did upon numerous occasions during this time table offer a full refund to said consumer in regards to the wait time, and he graciously offered to wait/ preferred the desired yellow tang.

  Upon late April of 2023, we had not shipped said animal, and had noticed the consumers tone shifted to aggressive, and threatening behavior.  We issued a full refund on April 28th, 2023, and ended our interaction with said consumer.

  We do not feel that any further transactions are viable with threats, and said behavior.

  Regards,

  ***** ******

   

   

  Business Response

  Date: 09/26/2023

  At this time, we feel that the refund for the fish (captive bred yellow tang) that has already been provided to this consumer, has terminated any further interactions.

  As threats continue, indicating by this consumer that said sale was a "scam", we choose to terminate any further interactions.

  Regards,

  ***** ******

  Customer Answer

  Date: 09/26/2023

   
  
  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.
  
  
  At this point there’s nothing else I can do. Your conduct during and after the transaction was very unprofessional, as there was very little communication and when there was, it was false information. The only truthful info you ever gave in an email is when your described your system and when you sent a video of the fish. So from my point of view you kept promising the fish and never followed through. The “threat” to report you for a scam was so that you might actually take my order more seriously because, from my point of view, I was never going to get the fish. 
  
  Sincerely,
  
  ******* ********