"Can't read numbers apparently..
Ordered two of the same fish, I received one.
No way of contacting them and they don't respond to emails "
"I bought close to 60 dollars worth of Aquarium plants in August. They told me that it was too hot to ship to my location, which was not displayed anywhere on the website. After a couple of weeks, I emailed again asking if they could ship that week or just cancel the order. They said due to the hurricane (which was NOT in my area) they had not shipped but would ship the following day. I got an email days later saying it was STILL too hot to ship. I offered to pay extra for extra icepacks as I live in the south (but not deep south). Eventually, after over a month, they asked if I still wanted my plants (ignoring my previous email) I asked for a refund because I was so fed up at this point. It's been a week and I still haven't received my refund. "
"When i called customer service i was told my order couldnt be processed because my billing address was different than my shipping address. I was transferred to a manager and i was met with an attitude and was hung up on by the manager.. i have never in my history of ordering online, had this problem before. I prefferred to give my money to small business but after how i was spoken to on the phone i will order from a larger company that wont give me hard time."
"TERRIBLE CUSTOMER SERVICE seriously do not waste your money there. i am highly disappointed and freaking mad. do not waste your time."
"DON'T BUY FROM THEM!!!
You have been warned.
These people are totally unprofessional and have no understanding of how customer service is supposed to work...
My first and last time ordering Aquarium products from them, in future i will stick to reputable merchants like Bigals, Kens etc...
"
"I was looking for dog toys at an affordable price. I have 5 large dogs of various breeds and I have always had a hard time finding dog toys that would stand up to there strong chewing and not make me bankrupt. I found this store online and they were VERY affordable! I was so stoked to see how much cheaper they were on all of their Kong dog toys! I ordered a toy for each of my dogs and it arrived within 2 weeks and one of the toys was not as advertized. It was said to have a squeaker and it did not. So I e-mailed customer service and received a reply within an hour and they looked into the situation for me and it turned out the the manufacturer changed the description of the product and it no longer came with a squeaker. They told me I could keep or donate the toy and that they would gladly refund me for it and if I would like to get another toy to replace it they would waive the shipping for me. I was very pleased with the way it was handled! They were very quick in their response and very willing to help make the situation right. I would highly recommend this company and I will no doubt become a loyal customer. "
"Placed a large order over nearly 5 weeks ago. (aug 23). I ordered 3 thermo perches for my African Grey parrots as we just moved up to a different climate and it begins snowing around the beginning of October. The items became out of stock, I sent numerous communications inquiring when the item would be available, I would get an email back saying "I'll check into that" by "Jennifer" then she would close the case. Now it's September 25th.. they JUST ordered the item and it will take somewhere around 2 weeks before they get it then I am supposed to wait for slow boat to china to get the order. I DON'T THINK SO. Very dissatisfied. These people need to realize that our pets are our children! I also am spammed to death with emails (probably 4 a day!) I'm taking my business elsewhere!!"
"It has been 3 days and they still have not sent out this item! One #@$%& and they can not get it shipped out. Plus you can not get through to their so called customer service. They have also charged my account even though they claim that they did not. It is a "Soft Hold". For all intents and purposes they have charged the account because I do not have access to the money."
"I will never order from there again. I placed a large order on the 21st of feb and received the email stating that it was shipped on the 24th via USPS priority mail. Later on the 24th I check my bank account and found that my debit card had been double charged for the order. I called tpp and found that they were unsure why I got double charged but they would release the hold on the second charge. So on the 28th the fund finally got released. As for the order I still have not received it as of today so I called in only to find out that half of the order was on hold because it was backordered and also they did not ship anything priority mail they sent it 4th class mail which will take up to a
month for me to get the order. The person I spoke to was very rude and was not helpful at all. "
"Never again,
I have been a satisfied That Pet Place customer for many years until the last couple of orders.
This last experience has convinced me that my purchasing decisions should not include that pet place.
I ordered the following items;
Coral Pro Salt - 175 Gallon - Bucket
Item #: 219245 1
Arrived in a timely manner and complete
Rio Plus 2500 - 748 gph - UL Listed
Item #: 200564 1
Arrived in a timely manner packaging was open and missing parts
Flush Kit for RO Filters
Item #: 198101 1
Arrived in a timely manner packaging was open and missing installation instructions
AquaticLife RO System Pre-Filter Cartridge - 1 Micron
Item #: 242509 4
Arrived in a timely manner and complete
AquaticLife RO System Pre-Filter Cartridge - Solid Carbon Block - 5 Micron
Item #: 242510 2
Arrived in a timely manner and complete
Auto Shut Off Valve
Item #: 249637 1
Arrived in a timely manner missing installation instructions
Upon contacting customer service via email, the initial response was polite and apologetic upon further communiqués, it was a take or leave it attitude.
As I shared with them, when I buy at new item pricing I expect new unopened packages, not what I received.
If they would have had an ounce of customer service in them they would have replaced these items with new or offered a discount for being used and/ or open packages.
They did nothing.
"
"I've ordered from that fish company several times a year and have never had any problem with them or there products.
Until this last weekend,I placed a large bird food order,over $150.00,with my visa debit,somehow there was a double monetary hold placed on my account,When I found this on my online banking statement,I called the customer service to alert them that I only wanted one order,and asked if they had any ideals why this could've happened.
The operater wasn't very helpful,so I spoke with her supervisor,who wasn't that helpful either.
I called my bank the following monday to report it,they gave me instructions of what I needed to do when I recontacted that phish store,I recontacted them,spoke with another person,she said that was someone else's department but that person was on the phone,I gave her the simplet three step instructions,and she said that she would get it straightened out,I ask that someone call me when this was resolved.
I had'nt heard from any one by 1pm,and I had spoken with her at 9am,so I called that fish store back,and spoke with the origanal person that I had on sunday,she sent me to another lady.
I told this lady what was going on and what my bank needed her to due,simlpy face a letterhead from their company stating to release one of the monetary charges back to my account.
This lady asked me to call the bank three way,to make sure she had all the information that she needed to fax.
I called the bank three way,spoke with the same guy at the bank,and told him that I had her three way on the other line,and she had some questions.
She talked with him,he told her,that he would have to transfer her to someone else,which he did,then she ask the lady at the bank what she needed to do,and the bank lady,told her the same three steps that I had told her after speaking with them the first time.
The lady at that fish place assured me that she would work on getting my money put back into my account.
The double charge caused another item from another company to be reclined,Which was going to cause me to acquire an overdraft fee,luckily i talked to the bank,and they didn't charge me as of yet.
I mention this because when I told the supervisor at that pet place that I may get charged an over draft fee,because they process4ed my card twice,she was very quick to tell me that it wasn't that pet place's responsibility that I acquired an over draft fee,due to them processing my card twice.
They said one was only a hold of funds,which made no sense at all.
When I told the last lady this,she said the same thing,I told her that at this time I was'nt concerned with the overcharge at that moment,That I simply wanted my money placed back into my account ,so there would be any other delined items processed through because they gad a hold on my money.
I'm mixed with my feeling on this rating,there products are good and they arrive at a reasonable time,but their customer service rates a whopping
-4.
I just pray that they get it worked out before some other little charge comes through.
I'm not that sure about them anymore.
This one mistake shouldn't taken five people on their side to correct,and someone should have been able to tell me some kind of a reason for the double charge,and at the very least,some one could've at the very least said "Oh we are sorry for this inconvience to you,and we'll get it taken care of directly".
Instead I got,"We don't kmow what happened,and if you do have any problems at your bank let us know",And We aren't resposible if you should get an over draft,because one was a charge and the other a hold.
Why would you hold the same amount that you just charged me ,was my last question to them.
"It's the system."
Whatever.
"
"I have ordered from TPP many times in the past, and I have never had an issue....until I tried to place a live fish order. I was sent an email claiming that it was too hot to ship to my location, even though the temperature at my shipping zip code was well within their stated specifications. Eileen informed me that they review orders daily to determine shipping, and after 2 weeks they cancel your order. To this day I have not received any emails in reference to my order (I can only assume it was cancelled). The strange thing is someone else I know placed a live fish order a week after I placed mine and theirs was shipped with no issues. The only difference is that I had a discount coupon on my order, while the received order didn't. I don't see any reason why they would not ship my order other than they did not want to honor my discount code. Either way I will no longer shop here. They have lost a customer for life."
"Overall, an OK experience. They shipped 3mm cichlid pellets rather than 1mm twice before just just giving up & crediting me my money & shipping. I had to go to a local fish store to get the right food because my younger fish couldn't physically consume 3mm pellets. Poor attention to detail, but they made good on the refund."
"I ordered a plant for my aquarium from these guys and it was a fantastic specimen. They shipped fast and prices are good. I have continued to buy from them and been very satisfied. I recently had the opportunity to visit the store in Lancaster, PA. It was also a good experience - they have knowledgeable, friendly people. This is a first rate operation."
"I have been ordering supplies for years... this place is great. Fast delivery. Everything is as shown."