ComplaintsforThat Fish Place – That Pet Place

• 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,
  
  *********************
  

• Initial Complaint

  10/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a bird cage on3/9/21. Product was Poor quality. That Pet Place had us return cage to company who made the cage at our expense . We sent the cage back on 3/30/21. Since then we have been in contact on and off with the manager of that pet place, *******. We have yet to receive a refund for the cage purchased and she does not return our calls. We just would like to get the money back for our cage and at this point for the shipping because were spending much time following up every week. We have documentation of all the transactions. Can you help us get our refund please? Thank You.

  Business response

  12/02/2021

  The refund was processed for $93.46 on October 21st.  It was sent as a refund check because we were unable to issue credit back to the credit card since so much time had passed.  If you still have not received the refund check, please let me know and I can have it reissued.  

  
  

  Credit was not issued for the return shipping.  The cage was a drop ship item shipped from the manufacturer.  We are required to follow their return policies.

  Customer response

  12/04/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******** *******
  
  

• Initial Complaint

  07/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I made a purchase with my debit card at this business. The balance was changed to my account 3 times. It was refunded once. When I called the store a person who said they were a manager told me it was refunded and that it was not their problem.

  Business response

  07/13/2021

  ****** was charged twice on Sunday, July 11th.  When we discovered the error on Monday, July 12th, a credit was issued.  I have attached copies of the transactions we can see through our processor.  I asked ****** for additional information to further investigate and try to resolve the problem she is reporting.  She has not provided any information so that we may investigate further.

  Business response

  07/13/2021

  ****** has been a customer for a long time, and we appreciate the business.  There may have been a credit card processing issue, that we cannot see.  I am simply asking for a copy, or screen shot of the three charges you are seeing on your end, and the phone number for the bank so I can see what I am able to do as a merchant.  I believe it is possible that you are seeing three charges, I have shared with you the two I can see, and the refund.   There is nothing more I can do, without some more information from ******.

   

  Customer response

  07/14/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  My bank is taking care of this situation.

  Regards,
  
  ********** *******************

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