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Business Profile

Tropical Fish

Coast Gem USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tropical Fish.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/08/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 order 8 fishes or more I have only 2 left alive the first 6fishes came with fungal infection and ended up all Dead ,when I reported that to them the owner name **** says "No they didn't he offer me free shipping I order 2 new on for $325 the second I received them I reported 1 of them had missing black spots 1 of the employee says is ****** burn it may came back later after few days the fish died I submitted a DAO and proof in email showing my fish is now dead only after few days, I call and try to explain but **** went off on me and says"" Leave us Alone we don't want your bussiness "I politely ask his full name he insulted me and hang up on me saying staffs like we don't want your bussiness here every1 know u in the store now.

  • Initial Complaint

    Date:06/01/2023

    Type:Product Issues
    Status:
    Unanswered
    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 betta fish May 4th, the latest it was supposed to arrive was May 17th. A week after May 17th they emailed me to inform me that the fish I ordered was sent by the supplier. I've reached out to them 9 total times via email and ******** Messenger. I've also called 5 times with no response. It's June 1st and I've received no betta or response.

  • Initial Complaint

    Date:03/28/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 on 3/21/2023 spent $138 on my order which included over night shipping for fish and some shrimp that were in stock and now no one answers my emails or phone calls. I wanted to cancel because of the bad reviews on ******* and on here the BBB. Also the reason is because when its in stock and you pay for overnight they send it within a few days. They keep sending automated emails saying your order will arrive soon, Then another newer one says order will take 10 days to process or longer. Then says order still coming from ******** or ********. Apparently they dont have any fish or anything in stock and it gets sent in from ******** or from another country after you order. Fish from other country is not what i wanted. There website is misleading and from what i have read about the reviews its the same old story with this business. Which is, dead fish , wrong fish, sick fish ...nobody to get a hold of because they dont want you to cancel your order. They take forever to send your order. Maybe they will never send it from what some have told me. My order number is "Order #***** . I just want a full refund asap as i have messaged them about 30 times so far with no response. Totally unacceptable i want a full refund NOW. My order number is "Order #*****

  • Initial Complaint

    Date:03/14/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 been having issues I report 1 fish missing got response it will arrive soon it has been nearly 1 month with no reply or fish

  • Initial Complaint

    Date:03/11/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Do not buy from them they have horrible customer service. Ordered my fish on feb 25th. It is March 10 and still no fish no contact on why it taking so long, also very curious why the ***** LOOK UP on there website disappeared. Nothing. So i email no reponse. I called them no response. Finally after calling like 20 times, they finally anwsered. 1st thing i do is give them my order number (*****) he looks it up. First thing he says after he looks it up is you only get 30% back on a refund. Not sorry we are running behind or some reason why. I asked for a full refund due to not having the fish or it being sick like there policy says Then he wants to say it doesnt say if we dont have the fish or if it sick you get full refund, then hangs up. So i have a $80 charge for nothing. No tracking number just my order number ***** which the only response ive got from that store for that number is no refund and no fish.

  • Initial Complaint

    Date:03/10/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    On February 25 I ordered 2 long finned electric blue rams and the total cost was $45.00 including shipping. The order says they will ship in 1-3 days. It is now 14 days later (March 10)and the website says that the order is still "being processed. " Today I emailed canceling the order and demanding a full $45.00 refund. I have not received a reply and after reading the rest of the reviews I am not hopeful that I will receive a reply or a refund. Buyer definitely beware!!!

    Business Response

    Date: 03/18/2023

    The transit time is the time it takes from shipping from me to the customer. Take states 2-3 days transit time. There is a 10 business day processing time. Anyways, I cancel the order and refunded already. Thanks

  • Initial Complaint

    Date:12/30/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    This company advertises fish on their website. Some they show coming in as special order from a certain area of the world (*****, ********, ect..) some they show shipping from *********, **. I specifically only wanted to purchase a fish that was already in **********, so I made my purchase. A week went by with no communication so I called the store to see if I could pick up the fish since it was advertised in *********, **. I was told this fish was being shipped in from ********. When I explained to the person who answered my call that I ordered the fish specially because it showed here in **********, I was told they don't have to tell me where the fish comes from, and I told them it's a consumer's right to know where they are buying something from. I would not have ordered if I knew they were shipping it in from another country for my order. Their website has false information, false advertising and misleads the consumer. I am not upset with the money I spent, only upset that I was led to believe I was buying a local fish. I would not have purchased a fish from another country. Now they have cancelled my order and shorted me my refund.

  • Initial Complaint

    Date:12/08/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 purchased two bettas that was a pair. One male and one female. They were Nemo copper Galaxy Dumbo betta that I paid $100 for. I also ordered a cryptocoryne wendtill green gecko plants x2 that was $14 for both. The plant he gave me were dead and there was no greenery on them it was basically soil. The order number is *****. The *** tracking number is 1ZA1E3670291943572. The purchase was November 15th of 2022. My complaint is that the company sent me a completely different male fish. Both fish arrived sick with white spots on them and the male fish body was curved and he was dying. I sent the company several emails showed him a picture of the fish I ordered and a picture of a fish that they sent me I also sent a video that he requested. He wrote back making all these excuses which I figured he would. It's very obvious that it's different fish. The fish I ordered was orange red and pink. The fish he sent me was black red and green and also the male fish his eyes damaged. I told the owner whose name is Lox that I wanted my money back. In his emails he's saying how the fish's color will come back. He will not admit that he sent me a different fish. They are supposed to contact you if something is wrong with the fish you order and ask you if you want to pick out a different fish or cancel your order he did neither. The owner requested a photo and a video I sent that to him and now he's ignoring me. The company name is coast Gem USA. The address is *************************************************************. Their phone number is ************.

  • Initial Complaint

    Date:09/28/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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 was in good business with this company and I put my latest order in recently and after 3 days of getting the typical "We'll get to it" and their employee who can't even control whether or not an order is processed starts barking orders at me about what I will owe, what I will be charged, and how business will now operate between me and their store all because "He said so". Nobody is a fan of price changes and middle men trying to make an extra buck for themselves when an agreement had already been completed. Get your dog on a leash or put him in a kennel. You're already graded an F company. Firing or not allowing **** to have any contact with my business or any other business, a billing correction, and a store credit of a handsome amount will, quite literally, buy my business back so long as my shipment is received by the deadline stated in emails.

  • Initial Complaint

    Date:09/22/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Placed an order with seller on Sept 6th. Order was never shipped - today is Sept 22. Website states they ship within 5 days of order. Order confirmation stated I'd receive between Sept *****. Website also states they do not ship on Thursday, Friday, or weekends. Therefore, order can not possibly be received by their deadline at this point. Seller also does not respond to emails. I have filed a claim with ******, as well as the **** I am unwilling to accept any kind of store credit - I am looking for a full refund of $112 immediately. Seller has an ongoing problem of taking money, and not delivering, or delivering less than stellar product - up to and incuding DoA, and claiming zero responsibility. I will escalate this as far as necessary.

Coast Gem USA is NOT a BBB Accredited Business.

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