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Business Profile

Tropical Fish

Pet Zone SD Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tropical Fish.

Complaints

This profile includes complaints for Pet Zone SD Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Pet Zone SD Inc has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 2 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:02/10/2025

      Type:Service or Repair 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.
      ON Friday 1/31/2025 I placed an order for 12 snails 3 assassin snails and 9 chopstick snails I received a package on 02/08/2025 containing 3 snails I've emailed them they won't respond with an answer just give me the run around I've called several times they don't answer the phone I just want my snails

      Business Response

      Date: 02/18/2025

      We saw his email just now and are aware and just awaiting to get the items out.  Sorry for the mixup.  The team has been pretty slammed with shipments and may have missed that part of the order.
    • Initial Complaint

      Date:12/26/2024

      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.

      Any company dealing with shipping out live animals should practice appropriate and safe shipping techniques. While I acknowledge their DOA policy, that does not mean a company can provide the bare minimum and poorly ship out a product, let alone a live animal. I've explained to them that the bag the animals arrived in was punctured, the water in it was freezing cold and they should have done their due diligence in the shipping locations as the destination was dealing with cold temperatures. And there's honestly no proof that the animals they sent me were even alive to begin with. 

      I've already received my refund from my bank for this horrible transaction. An apology and/or acknowledgment of poor shipping practice on their part would suffice to close out this complaint. 

      Business Response

      Date: 12/27/2024

      Weve responded to *** via email and explained to him that our policy for live arrival guarantee only covers orders shipped via *****. He chose **** at checkout and each **** shipment option clearly shows no live arrival guarantee.

      Even at checkout there is a disclaimer prior to payment that must be agreed to before proceeding to the next section of checkout (payment) that clearly shows our terms and conditions about ***** being covered for DOAs and **** not having live arrival guarantees.

      Our policy was sent to him numerous times via email: *******************************************************************;

      Please advise. Thank you. 

      Business Response

      Date: 12/27/2024

      We understand your concerns, and we want to assure you that we take every precaution to ensure the safe arrival of your fish. We pack our fish with utmost care, using heat packs, especially during colder seasons. However, shipping with **** can sometimes result in delays outside of our control, which is why we always recommend opting for overnight shipping to minimize risks.

      Regarding the punctured bag, we double-bag all shipments to prevent leaks, but pressure changes during air travel might affect the integrity of the packaging. We apologize for any inconvenience this has caused but because it was double or triple bagged, the air in the bag looks fine from your photos,  it was just a leak and just the weather cold temp that caused the fish to be DOA and not from any leaking water. 

      We can make a one time goodwill exception and have you covered just for the fish but just ask that you cover the shipping (highly recommended that you upgrade to FedEx). 

      Thank you for understanding our position on this matter. If you have further questions, please feel free to reach out.

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