ComplaintsforThat Fish Place – That Pet Place

• Initial Complaint

  08/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was taken to this store for my birthday, in order to get a birthday gift and the employee was extremely disrespectful and told me that I would more than likely kill the animal if I were to have got it. This experience left me completely disrespected and hurt so I ended up not getting the animal I had wanted. When l had called the store customer service to discuss the situation, they basically told me there was nothing they could do about it & just continued to ignore how the situation made me feel.

  Business response

  08/18/2023

  ******,

  I apologize for how you felt after visiting our store.  If you could please share more about the type of animal you were interested in purchasing, and who you spoke with if possible.  I'd be happy to review and discuss the experience.  Feel free to contact me directly at *********************.

  Regards,

  ***************************

  Human Resource Manager

• Initial Complaint

  02/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with them for saltwater invertebrates for the total of 158.13. On January 5th. I was contacted numerous times about them not being able to ship out the products due to weather, covid19, staffing issues, etc.. I spoke to several different people through email correspondence and was agitated to say the least. I was contacted January 31st that again they would not be able to ship at which time I phoned them and asked that they ship on the next possible ship day, I was told that due to temperature policy non of the product would be covered under their guarantee. I said that was fine if they could pack things with extra packing and additional heat packs. They said they could do that. I received the package Feb 2nd. According to ***** the package was in transit for 23 hrs. The Styrofoam container used was much too large for the items contained inside the excess space was filled with bubble wrap and the top had 3 holes popped thru it and 3 heat packs taped to the lid where the holes were. I was taught that heat rises so since all 14 live animals were dead upon arrival it did upset me that what ever heat was meant stay inside the container obviously escaped thru the holes directly above them and since they were at the top to the container im sure the numerous bags containing the invertebrates at the bottom never received any of the heat.

  Business response

  02/24/2022

  *****,

  The order and communications have been reviewed.  It was clearly communicated that we were going against our temperature policy at your request.  The small holes in the lid are necessary for the heat packs to function.  The styrofoam was also packed in a brown box, which insulates it even further.  The heat packs and packaging did not cause the mortality.  

  Regards,

  *******

  Customer response

  02/24/2022

  
  I have reviewed the response but I am still not happy about it. The container used was much too large for its contents and that is what led to their deaths. Please address this issue and make it right.
  
  Regards,
  
  *********************
  

*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. ↩