I really don't like posting negative reviews and comments. I REALLY LOVE being able to post positive reviews and comments. I have been a BIG fan of AZgardens for years because, though their communication has always been terrible, the stock and plants I have received from them has always been truly impressive in the best possible sense. I am afraid that the frustration of dealing with them has finally outweighed any benefit. I can't tell you how disappointed I am by this. Some of the things I have read have horrified me, and though I have not had a horrifying experience, I have finally had an experience that has tipped me over the edge in the way of ever dealing with this company again. Or should I say NEVER dealing with, or recommending to others to deal with, this company again. I ordered some very special snails for my Mother over a month ago. I did it as per the company's directions and time line. I have followed all their rules, and tried to be patient. I have called and accepted explanations and assurances. I have tried to accept a lack of communication as the price (beyond money) of doing business with this company... but enough is enough. I have been lied to and jerked around for over a month, and I am done now. I have been insulted and taken for granted as a customer, and I have no more patience or tolerance for it. I ordered the special snails for Mom on a Sunday night. I got an email that the shipping label had been printed, and of course, they got their money. I heard nothing else from them. and received nothing at all from azgardens. I waited an extra week before calling as I understand that sometimes things get backed up. I called to see what was going on, and received assurances from Pete that the snails were not ready yet, but would be shipped and received in another two weeks. Ok.. that doesn't make me happy, but you cannot wave a magic wand and make them mature faster. I could wait another two weeks. THREE weeks later... nothing. Not a call, not an email, not a delivery.
I called again. No one was answering the phone. Please understand that when I say I called, I mean I kept hitting redial on both lines for quite some time. There were more than 6 calls involved by now. I got fed up and just went ahead and filed a claim with PayPal. Then I went back to hitting redial till Peter finally answered his phone. Please understand that this was enough time for him to get the email from PayPal telling him there had been a claim filed against him. Uh huh.. k.
I was so pissed off by this point, I had to make an extreme effort not to become inappropriate in my language or manner. There was a great deal of sugar in my tone of voice. He took offense at that. Told me he doesn't respond well to condescension. Well, I don't take well to being lied to and jerked around for over a month. I hung up before I said something I would regret. Not for his sake, but for mine. I then received an email, restating that he doesn't appreciate the condescension, and that "they are just snails, not a cure for cancer".. You are absolutely right Peter. They are just snails. They are just snails that are sold elsewhere, by someone other than you, with a better reputation and better people skills. Well spotted. Namaste...
Needless to say, I replied to the email, canceling my order. I will never go back.
I placed an order with this company requesting that the fish not be shipped until I notified them I was ready. I also spoke to Peter Yunger in person and was reassured that they would hold the shipment until they heard from me. Well, that didn't happen. The fish and prawns were shipped on a Wednesday afternoon and didn't arrive at our post office until Saturday. I didn't receive notification of delivery attempt until Monday and by the time we got to the post office the fish were dead and stinking. I tried several times to get in touch with Peter by email with no response. I initiated a dispute with the credit card company I used and finally heard from Arizona Aquatic saying how sorry they were for the mix up and if I would cancel the dispute they would reship the fish. He talks a really good game when trying to sell something so I did and the next shipment went to New York...?? When I contacted Peter about that his response was "what's the big deal, it's only a few fish." I responded that it wasn't just the fish it was the $237. that I spent without any merchandise received. His text back was "if the 200 dollars was that tight, perhaps you shouldn't have put it toward fish in the 1st place. So now it all makes sense. You are obviously not a reasonable person and choose to be difficult because you have money problems..... Didn't need to be this way. Karma gets the bad people." that is a direct text quote that I still have saved on my phone. Don't do business with this company!!!
I wish I would have seen this last year before I spent $300+ and I could have posted in more detail while it was fresh in my mind.
Some of the plants were dead but most were ok. One of the bulbs was mush and melted in my hand when I took it out of the bag. 5 of 6 Kuli Loaches arrived dead in a brown scum filled bag. Most of the Nerite snails also died within 2 days.
When I complained, I was told I could not get a refund, only more merchandise. I didn't want more from this company if they're going to arrive in this condition. I continued to complain and was told by the owner that he would never sell to me again. Ummmm...don't worry. He finally gave me something like a $23 refund.
The shipping costs were outrageous but I was assured by the owner that they never have problems with their fish and plants arriving in perfect condition so I took the chance.
It's such a shame because they have so many things that you can't find anywhere else.
I'm a fool for returning. However, I will say that the first order of just plants and shrimp was satisfactory, yet not impressive.
The second was atrocious. I received my complete order in a timely manner, a few of the shrimp and fish ordered were DOA. I called their customer service line (they have quite the audacity to claim it to be so) and spoke with whom I believe to be Peter Yunger, the owner, about getting a refund for the dead fish/shrimp.
I have never been spoken to so rudely in my life. He ridiculed me, then refused to give me a refund other than store credit (which is absurd, I'm not returning the dead fish because I changed my mind about owning a dead fish, it's a faulty product in my book).
He hung up on me several times when I demanded to speak to a manager, that was before I found out that this was a small shakedown "business" run out of his garage.
He finally ended the conversation by by saying that I had issues, and told me to "TAKE THEM OUT ON MY WIFE OR GIRLFRIEND ON MY OWN TIME". How despicable.
I later called back to let him know that I contacted the BBB, and disputed a partial charge ( the same amount he offered me in store credit, no more...which now I regret not disputing the whole thing) through my credit card company.
He replied by saying that I was stealing from his family and that I should be ashamed. He began to go on about how I should feel bad every time I look at my fish tank...but his wife quickly grabbed the phone from him and screamed "F*CK YOU" and hung up...
All in all, I will never do business with them again, and I wouldn't recommend them to my worst enemy.
I placed an order with this company on the 12th. After receiving no contact or shipping information I called them on the 19th and was assured that my order would ship the following day and an email with the shipping information would be sent. I was also told that I had missed the previous weeks ship date by a few hours. Thursday afternoon after not receiving shipping info I tried calling to no avail and decided to try email. Friday afternoon after no response I tried their DOA line to see if I could get a response. A few hours later I received a reply saying "What is your name? I'm not psychic. I can't help anyone. Patience or understanding in this hobby is criteria. Also you may want to watch the news as its been a difficult week in Arizona. Sheesh!" I sent my name to the person and a few hours later they replied, "Your order was skipped due to it not being ready. If you chose to take the low road and cancel or do a charge back (which cost us $40) then so be it but you will have burned a bridge with my family's company and never be allowed to order from us again." I told them to do a refund from their end as I'm not trying to cost them money but after being lied to and a severe lack of communication I did not trust their word anymore. They replied, "We need customers that are better understanding anyway. Good luck finding another supplier." They sent the oder to me on the 27th after saying they would issue the refund and i had purchased from another supplier. They charged me for shipping and the package was open and left at my door. They said that i had accepted the package by letting it arrive at my door and so there was nothing i could do to get my money back now. I have filed charge backs through my credit card company and have taken screen shots of all of the text messages as proof of their shady dealings. I made the mistake of placing this order with out looking for review first and have found that they have a 94% negative feedback. I wanted to put my experience up here so that hopefully other can avoid this trouble.
I made an order for 6 (orange) rabbit snails. Only two snails made it alive. The next thing they are not even orange they were white. Those died soon after delivery. I called the owner. 'This is a useless endeavor.'
Not only did he know what my complaint was in advance. He seemed to enjoy sitting on the edge of his set to yell at me. It was like some sort of game for the guy. I listened to a few rants before just having to hang up on the guy.
DO NOT ORDER FROM AZGARDENS.COM
Not only was he not entertaining. I received the wrong dead snails. A $41.94 experience I hope you will not take with this guy.
If he had not been such a rage-aholic. I would have asked him to please send me the product I had ordered. If you only have white (ORANGE) snails, Then name them (cream with no orange snails) I'm sure people would buy them and you could at least be honest about your product. However I do think he enjoys his roll as a troll.
They order there fish and plants from other farms and work out of a garage at there home. i know this first hand. the owner is a rude inconsiderate man. He only cares about money not customers. they are the middle man and need to be checked up on from the AZ game and fish department because they should not be shipping certain fish and plants to certain states. the fish most of which are dead when they get them usually die soon there after if not during 2nd round of shipping! DO NOT BUY FROM THEM! The pics they post are fake from the internet. literally they run there shit out of a garage lined with fish tanks reminds me of a puppy mill for aquatic species. I am one of many that have worked under the table for them, yeah they don't pay employment taxs on there workers just the owner and his wife i believe. So if you buy beware.
Posted on November 28, 2012, updated November 30, 2012
Third order with this company, first two where for plants, shipped incomplete. The last order was for fish and they forgot to to put the heat pack in and all fish arrived dead. Sent email with no response, called spoke with someone there who said he would have the owner call me and work something out- 2 weeks have passed and still no call - sent a second email 3 days ago and still not response. I wish I had used Dave's garden before I ordered from them, but after reading the reviews it's a wonder that they are still in business after 28 years. Pete is the owner and a nice guy and if he reads this you need to wake up and treat customers right. If you can't fulfill the order than call people, don't ship incomplete orders.
On November 30th, 2012, Boomchuga1 added the following:
Sent Pete another email -still no response.
Thanks for the no response. Your lack of concern for customers is unbelievable! It's a true wonder that you are still in business seeing how many negative reviews you have. I also saw that you deleted my negative post in the red cherry shrimp area. Maybe you should spend a little time working on customer service and less time deceiving people by manipulating your website to show only positive comments. I will be forwarding all documents to the better business bureau of Arizona along with the Arizona state attorney to look into your fraudulent business practices. I have also posted on several blogs advising to stay away for your fraud of a business and will continue to pass the word to any and all how hobbyist.
FYI my wife is in PR field and will be releasing of series of press releases detailing your bad business practices.
Just remember that bad news travel faster than good news.
PLEASE BEWARE WHEN ORDERING FROM THIS COMPANY. On Nov. 1, 2012 I received what I thought would be my full order. Upon inspection, three Galaxy Rasboras were not in the box. Also, the Hoplo cat looked suspiously like a Mud cat (brown/gray, no spots). Also, one crab arrived dead in pieces, and serveral snails were dead. The dead arrivals I can chalk up to the harshness of the trip. However, when I phoned AAG to let them know of the missing 3 Rasboras, I was told that they had indeed been packed in the box which was double checked. I explained that I could not find them anywhere in the box, and perhaps a mistake by their company had been made, and couldn't they just ship the missing Rasboras to me? At this point the "gentleman" basically called me a liar (implied) and said that he had no way to prove that I did not receive the fish and I would have to pay for them again plus shipping if I wanted them!! He also insisted that my non-spotted catfish was a Hoplo, not a mud cat. Whatever it was, it was not a Hoplo. He did agree to refund the charge for the 3 Rasboras, but after reading others' testimonials about AAG, I have my doubts. It is so unfortunate that this company treats it's customers so poorly, as I was hoping to order much more from them in the future. I will never order from AAG again...plus I will thoroughly investigate any company I deal with in the future. I give them an "F".
My order was incomplete and the shipping charges where a $150 more than their shipping charts said it should have been.
When I contacted them they apologize for the mistakes and I was promised that this would be taken care of.
Nothing has been done to complete my order or refund my over charges. I have tried to contact them many times but no one will answer my E mails or phone calls.
Now after two months still nothing has been done to fix my problems.
Watch out for this company.
They sent the wrong order a week early. I spent the better part of the day researching what they sent me so I could find homes for the mostly alive fish. The golden severum had terrible ich. Many plants were in terrible shape - brown and rotting. They sent 2 gars (1 dead) to California where they are not allowed according to my LFS. They ignored my timely and informative emails and phone messages about the issue. Now, two weeks later, they're shipping the (theoretically correct) order that I requested to have cancelled long ago, which I only find out from the UPS Quantum ship notification, as they have yet to respond to me in any way. Off to the next review site to let others know.
On Jun 25, 2012, MrMarine57 Lake Havasu City, AZ wrote:
**WARNING SCAM ALERT** **WARNING SCAM ALERT**
Arizona Aquatic Gardens runs a "BOILER ROOM" operation. I ordered over $60 worth of Water Lilly's from "Pete" and they showed up looking like hell, one died almost immediately and the other two are failing.
They have failed to respond to four(4) e-mail requests for assistance and the same for a voice message I left. NOW they REFUSE to answer either of their two phone numbers. One says their mailbox is full and the other just rings..and rings..and rings..and rings...
DO NOT WASTE YOUR MONEY HERE!! Go to a reputable water garden company and NOT here.
On May 25, 2012, jaerickson Minneapolis, MN wrote:
Never Again! I really though Arizona Aquatic Gardens had it together. Was I wrong. Their website and their automated emails lead you to believe their company and products are strong and healthy, not so.
I ordered the Easy Life Habitat for a 10 gallon tank plus 3 water lettuce for my small pond. After placing the order I received a call from Peter telling me he needed my credit card info again to finish the shipment billing.
So my order shows up two days later (that was good) but it was incomplete. The 3 water lettuce plants are not in the box. Of the ten items in the Easy Life Habitat, the Ambulia is DOA, the Anacharis is mostly brown and dying, the 10 tall Sagittaria were only about 1 inch tall and half were dead. Finally, the small red-spot Ozelot Sword they sent is actually a monster mother plant. Thank goodness I wasn’t planning on putting all these into a 10 gallon tank the Ozelot Sword mother plant would be at least 50% of the tank.
Now after five emails with no response and five attempted calls, either they will not pick up or you get the message that all voice mail boxes are full and not accepting any new messages, still no reply.
Also note, a $38 order will cost $32 to ship 2nd day Air. Didn’t expect that one.
I have never had such a horrific Customer experience in my life. These people (Pete) have charged me for an order 4 times, they have shipped horrible quality, and on top of that they have shipped LIVE ANIMALS on 5 day standard freight. If anyone doubts this, I have the documents and pictures to back this all up. It's one thing to defraud a customer, it's another to engage in practices which endanger and kill living animals.
There is no excuse for this. I would sincerely think hard before giving these people your business and credit card number.
On May 18, 2012, azgardensucks Columbus, OH wrote:
Holy cow. Buying from AZ Gardens was one of the worst experiences I've ever had.
I was a little suspect at first, when I saw their strange method of billing for shipping costs. I couldn't find the fish I wanted elsewhere, so I tried them.
All 5 animals showed up dead. They don't include their phone number on the shipping documents. Then I learned that they don't answer phones on Thursdays or Fridays. They don't answer emails, and their voice mailbox is full. All bad signs.
I finally got through on the phone. Pete said that fish die, and I should get over it. He offered me credit on the fish, but not the shipping. When I voiced dissatisfaction with the packaging, he turned into an angry 6 year old. (I won't share what he said.) Then he sent an email threatening lawsuits if I gave them a bad review.
I think the most telling part was in his email. He wrote, "...frankly, we are tired of dealing with nasty customers like you..."
Don't buy from Arizona Aquatic Gardens! They charged me $54 for 8 teeny tiny microscopic clown loaches (which all died between shipment and 48 hours). The first shipment arrived cooked in a heat pack. The replacement shipment wasn't much better, I only live across town. They won't refund my money and his response was "Get over it already. Fish die, it happens." After I complained with no response (several calls, emails, and a fax) for almost a week, he tells me I'm a negative person and go to walmart! Believe me it will be petsmart next time. So $54 later i still have an empty fish tank (my fish got ich from his and died) ........all Peter Yunger would do was credit me on my next purchase! Really?? AS IF i would give them another penny! really.......UNLIKE! FAMILY OF FISH GRIFTERS & MURDERERS!! To top it all off he tries to tell me how nice he and his family are and his 8 year old wouldn't have gotten as angry as I did. I can only hope it cost him $54 to block me from his website.
On Apr 30, 2012, mathenjr1 Garden City South, NY wrote:
I made approximately $150/- worth of purchases from them and am fast coming to the conclusion that they are Scam Artists. (1)They send me the wrong items, despite my clear instructions " No Substitutes, Please" (2) One item was entirely missing. Yet they pocketed the payment for the entire order. (3) They will not answer emails or phone calls. I shall have to report them to Arizona department of Consumer Affairs.Any possible ways to deal with will be Highly Appreciated.
On Feb 26, 2012, DECarlson Franklinville, NY wrote:
Wish I had read these reports BEFORE I sent over $50. to A-G. Product was unavailable. My credit card was processed. I cannot get through to their phone line - busy any time of day - dozens of tries. My emails are ignored. Horrible, horrible company to deal with - and crooked to boot.
i'm way guilty of researching az aquatics after placing two consecutive orders, must state my experience has been similar to many here: one order of several fish was completely missing, another order was incomplete by a few fish, many of the other fish were ok tho with my second order (i know i know) 16 of the green neons arrived doa, the other four disappeared in my tank within an hour...with their inflated shipping costs i'm chalking this company up to an unscupulous scam as per the claims on their website...i sent them two detailed emails weeks ago after each order was received, documenting what was missing, doa, etc...i've heard nothing back...i'll proceed to share my experience with this company so that those with the sense to read a site like this before ordering are at least forewarned...shame on az aquatics
On Dec 24, 2011, vitussaint Grand View Estates, CO wrote:
Posted on December 15, 2011, updated December 24, 2011
Beyond horrible. Their shipping is expensive and my shipment came in a cardboard box with the dead fish flopping around and a heat pack thrown in. Everything was dead. They do not respond to emails. They do not answer their phone. A total rip off!
This is way beyond a small company that can't keep up. This is just wrong. I can't believe they are still in business.
You don't have to trust me....Do yourself a favor and go to the AZ Better Business Bureau (They get an "F!"):
On December 24th, 2011, vitussaint added the following:
I want to continue with my review. All the fish I got from AAG either arrived dead or died soon after. The shipping costs were high and the fish arrived very poorly packed and most of them were dead. In fact a few of those fish had eyes popping out. That's just not right.
Multiple attempts to contact "Pete" and no response.
If you have been ripped off by these cons I hope you'll:
- post reviews on the forums
- contact your credit card company
- contact the better business bureau
The bottom line is not only are these people ripping us off but they are abusing the animals they are shipping. That bothers me a lot.
Their website states that it could take a week or so delay on shipping because of something not being in stock. It took FOUR weeks for my order and not only did I not receive one of the fish I ordered, the other I got was completely wrong! I ordered a Hillstream Loach and what they sent me was a Freshwater Flunder.
I've made multiple attempts to contact them but they never pick up their main office phone, their secondary line's voicemail box is full so you can't leave a message and they never respond to my emails.
Horrible company with horrible customer service. I'm all about supporting small, family run businesses but this is one of the few that should be driven under because of their horrible communication and customer service.
Posted on July 12, 2010, updated September 29, 2011
Avoid this company, better ones exist. I ordered some fish in May. The prices (for just the fish) were reasonable but they didn't indicate shipping cost...the order indicated this was a TBD at time of shipping. That should have been a bigger red flag for me.
Bottom line: The shipping costs were exorbitant...$80+ (for about a dozen fish)...which I had to check my credit card "hit" to find out about. The fish arrived in an old beat up cardboard box with only newspaper to protect the bags of fish. Several fish were DOA, they said they would replace...but I'd get hit with shipping costs...plus the mysterious $5 special packing fee...for crappy packaging. I decided to cut my losses with these folks and never order from them again.
FYI, I notice that they have now (late May?) gone with a "flat fee" for shipping...certainly better than the old approach but it's still high plus does not change my general negative view of this company and quality of product/service.
On September 29th, 2011, kjbbasic added the following:
One other point on this company...just try and get off their mailing list...I haven't been successful. The unsubscribe link says you've been removed but it didn't work for me (several attempts). I finally just enhanced my junk mail filters to always bit bucket them.
On Sep 25, 2011, fatal_fishies Sunnyside, NY wrote:
Can I, in ANY WAY, post a 0 star review. TERRIBLE.
My boyfriend ordered 2 ranchu (goldfish) - 1 black, 1 calico. 4 Zebra Snails and 4 Ivory Snails. The total was $54.00, (shipping included).
The order was timely... but the day the package arrived. AMEX contacted my bf about AZ Gardens trying to place a charge for an additional $101. Thank you AMEX, for stopping that transaction.
Now - the order. One of the Ivory Snail were dead. The other 7 snails, were OK.
The goldfish however - well, the black one had white grayish spots that looked like ICH, but not exactly. The Calico, we noticed didn't look too great either - turns out the had Oodinium (Velvet), which is pretty fatal apparently. (They are still alive and we are treating them, and their color is coming back.. although now scaly and white in spots).
The clincher? The Calico Ranchu .... HAS ONE EYE. No, really.. ONE EYE. One looks like it fell right out as there is a creepy, gaping orange hole where the eye should be. I can't look at the f*cking fish without getting out a lil freaked out.
After several calls and e-mails about refunding, etc.. there has been no response. AMEX is now on it investigating and trying to get the money back.
Their customer service is terrible when you have problem with your order. I ordered some freshwater shrimps from Arizona Aquatic. All the shrimps (cost $130) died when I UPS delivered the package. I do understand that it's not 100% Arizona Aquatic fault. The shrimps died are due to high temperature which was caused by poor packaging and UPS delivery delayed.
I took pictures of the unopened bags of the dead shrimps and emailed to Arizona Aquatic right after I received the package from UPS. I have sent them numerous emails but have never got a respond from them.
I filed a package damage claim to UPS. Hopefully I will hear from UPS.
This is just my experience with Arizona Aquatic. Actually, this is my third or fourth orders from them. From the previous orders there were a few shrimps died when they arrived. I did not even email to claim for the lost.
I should have read the other reviews BEFORE I ordered. Half of my plants were DOA. Arizona Gardens does NOT respond to phone calls or emails. Shipping on a $35 order cost more than the order was worth. Now I'm stuck with dead plants and a visa bill of nearly $100. Live and learn!!
With AZ Gardens, the initial experience was good. My order consisted of 2 Dwarf Babytears, 3 java moss, a 3 pack of rocks and 20 Nerite Snails (god like, supposedly). HOWEVER, when I received the order everything looked ok, except for the brown look of the moss and the Nerite Snails that had a thin layer of water in the bag they were in. I placed the moss in my aquariums hoping the brown would go away but as of yet (3 weeks) the brown has not gone away and it looks dead. The Nerite snails that they "CLAIM" are basically god like and cannot die during transport, only 4 out of the 20 are alive, the others never moved from where they were placed in my aquariums and some of them didn't even have trapdoors on them when I put them in the aquarium (I thought they were small snails and the trap was way inside the shell. I emailed this company and no response. I have called during regular operating hours and the phone simply continues to ring with never any answer. I do regular water changes and weekly check my levels and everything is always good so since there are a few survivors its not my aquariums, it was the quality of the Nerites that AZ Gardens says they will never replace or refund for Nerite Snails, because "They simply will not die." I am very dissapointed in them and have sooner found out that they are rated an F in BBB
All the negative reviews are accurate, I just recently ordered 20 neon, 20 green/fire tetras, 20 blue tetras, some plants on Monday 4/4/2011, they said they shipped out Thurs but I doubt that theyre telling the truth. Friday morning I recieved the package box from UPS directly. Bags were in a box stuffed with bubble wrap and newspaper. Water was ice cold. 1 bag with 20 fire/tetras all DOA and water dirty with plant material which look like it had been decaying for days because the water was brown colored. The other bags had 8 dead blue tetras and some still dying, the bag with 20 neon alive in cold water, and plants did not look healthy. I called and spoke to Pete who said just email the number of DOA. I did and they never responded or gave me credit. I tried to call and they never answered the phone. If your lucky , you will get the fish alive because they survived bad conditions. But theyre method of doing business is unethical to say the least. Oh, did I mention I added 4 killi fishes hoping to get a pair and they sent all males. I'll take the lost and never do business with them again. I have to change my account number because they may try to charge my account again, I dont trust them.
On Jan 27, 2011, martha1776 Beverly Hills, CA wrote:
I have purchased from This company and be warned fellow gardeners that this company az gardens does not grow or raise their own plants and aquatic life which they claim on their website.
The high rate of DOA is due to the fact that they have all thier live goods and plants tran shipped to them. They will place a huge order with their supplier who is in California. The supplier or transhipper gets in the live goods from overseas. They are then sent toAZ GARDENS. By the time AZ gardens gets the order form his transhipper in CALIFORNIA, The fish, shrimp and snails have spent at least 3 days in a bag. If you examine their packaging closely you will notice that the materials used is Not of US origin.
Their plants are purchased from Florida Aquatic Nursery. They lie about growing their own plants. They will never allow you to see thier facilities or pick it up locally!! Now you know why
I should have read the other comments before ordering from this company, so I would have known that they were hard to deal with!! I received plants that were frozen. ( I assumed that they froze when they were left outside my door, and that would be the carrier's fault, but the package did not say that it was plants, that they needed to be handled with care, that they could not freeze, or anything for the carrier to know.) The package was a beat up old cardboard box with the plants in plastic bags with a piece of newspaper covering them! Hello, they were being shipped to NY...it is the middle of winter!!! I contacted the company 4 times. I left two voice mail messages, and two e-mail messages. I also in good faith placed 2 more orders asking for a reduction in total of each one as a reimbursement. I received nothing. The reply I received was totally out of line....not sure who the guy is within the company that has been contacting me, but, wow, he is bad for this company's business....he started out by saying he did not get my messages, that "e-mail glitches are common"...after a few e-mails back and forth, he became personal..stating that, "reacting is not healthy", and that if I posted on a forum that I could land in serious legal trouble....I became sooo frustrated. Most companies will work with you, even if they don't think they are at fault to keep a customer. All I wanted was for them to reimburse me half of the cost of the plants. The e-mail that I received was totally out of line, ( he was threatening me, and chastizing me like he was my father). If I had any thought about using this company again, this person made it so there is ABSOLUTELY NO WAY I WOULD ORDER FROM THEM AGAIN!!!!
Oh, how I wish I had done my research! Like many others, it never really occurred to me to have to do so; I have purchased so many fish from so many vendors and have NEVER had a DOA!
That said, let's start at the beginning. I placed an order on Dec. 16 for 6 Irian Red Rainbowfish. I expected to have the fish shipped either the next day (Friday) or Monday at the latest as is customary with all other live fish merchants I have dealt with. I noted they charged my AMEX on the 23rd, so I assumed I would see fish the next day. Numerous voicemails were either not returned or unable to be left due to full mailbox. Same with Emails. By Wednesday the 29th I disputed the charge with AMEX and contacted AAG to cancel the order. Guess what? Instead of cancelling, they finally shipped the order! Next day, I was at home when UPS dropped off this strange looking box which i opened immediately and turned out to be 6 DOA fish. The packaging was totally inadequate, just some thin Styrofoam (hello? it's WINTER!), very little water and a few greens thrown in for good measure, and not marked "live fish". Poor things.....
Despite the grave reviews I saw online & the rebuttals from the company claiming reviews were written by competitors I decided to place an order. I ordered 9 fish & used their default shipping ($42.00 - pretty standard charge for overnight fish delivery). Fish arrived in a cardboard box with bags inside wrapped in newspaper & bubble wrap. The water had leaked out of one bag completely & two of the 9 fish (5 different species) I had ordered were DOA. By about 4 days later all were dead but one. The survivor by the way was a fish that I did not even order, he was automatically sent by the company as a sub for the fish I ordered. Contacted the company immediately & when everyone else died, the same person whom I had spoken with 3 times was pretty nonchalant about the whole thing & offered to credit my account for the 2 DOA's. He also informed me I would have to pay shipping again to reorder! Have been keeping fish for over 15 years & have ordered online many times before & since ordering with this company. I called before I ordered & questioned the company about the bad reviews & let me warn you they have smooth operators answering the phone who assured me I would not be sorry I chose to give them a chance. HEED MY WARNING SHOP ELSEWHERE!!!!!! At this point I paid $80 for the one remaining live fish & $60 for the order I placed elsewhere for the fish who died from this company--by the way the ones from another company came packaged appropriately in a cooler & are all healthy & happy swimming in my tank!
i had bought 10 dwarf puffers. all but two died. one was on its way out. whatever you do, do not buy from them!!!!!!!! find a repitible company near you. i dont know if its just sick fish, or them being stressed from the shipping
I think that the 3 positive comments in the sea of negative feedback are fake!! They are probably listed by the employees / owners of the organization. They are fish killers and I will not support their horrifying business with my hard earned dollars.
I placed an order for 9 Crossocheilus Siamensis (Siamese Algae Eaters) with Arizona Aquatic Gardens on Monday 7/12/10. The order came quickly (7/13/10), and I was happy because I didn’t want my fish to be overly stressed or in shock from the travel. I opened the box and three of the 9 fish were DOA. The interior of the box was hot. These fish cannot survive an environment warmer than 78 degrees. The remaining fish were placed in the tank to adapt to the temp change for 2 hours. I was not able to find three of the fish on Wed (7/14/10) by Thursday (7/15/10) I found the fish at the bottom of the tank dead.
On Tuesday, after opening the box with dead fish I sent an email with no response.When I found there were more dead fish I called their listed numbers. One maintains the message that the mail box was full, while the other remains ringing. I then sent another email requesting some resolution. Shortly there after I did a google review search for Arizona Aquatic Gardens and found so many reviews just as the one I am currently writing. I see that people have been charged multiple times after the sale was complete, that is a big no no and considered fraudulent activity. Fish are constantly DOA and there is no satisfaction in their service.
When I made my way half way down the page and noticed all the negative feedback, I called American Express. (Thank god for their guarantee policy) and notified them about the 66% death rate from my order. They reversed the cost of the six fish, charging it back to Arizona Aquatic Gardens, and blocked them from making any future transactions to my account.
There are much better fish suppliers to be found on the net. DO NOT order from these people. Fish to me are like my children, I take very good care of them and ensure that they have all of their needs met. For someone to send them in such heat is disgusting! They directly or out of ignorance murdered what should have been my new babis. They are horrible, unprofessional nightmares!!!!!
Placed an order for a Japanese Medaka on March 2010, They sent me the fish June 24th 2010, 3months later, and they sent me a wrong fish. They were really quick about charging your credit card, but VERY SLOW processing my order. During the three month, I email them at least 4 times, replied only once said, "Your order will be ready in 4weeks", that was in April. After recieving the wrong order, I called the ordering line, no answer, Main office, no answer, site's email system, no answer, question email address, no answer.... PLEASE THINK TWICE BEFORE DOING BUSINESS with this company. I am planning to report them to BBB of Arizona.
I will never do business with Arizona Aquatic Gardens again! Their loss…
I sent the following e-mail to email@example.com, 4/24/10:
“I question the recent charge by you on my Visa credit card. I placed an order on 4/21/10 (order # 104847) and the total on my receipt was $48.37. The post to my credit card on 4/22/10 was $74.20. What’s with the additional $25.83? I would have expected notification by you regarding this charge. I don’t believe that this would be for shipping based on my previous order 4/10/10 (order# 106377) – The receipt on that order was $39.29 and posted to my credit card at $44.29. The additional $5.00 on this order was acceptable as covering shipment.
The additional $25.83 on my latest order is unacceptable and I would like an explanation. I understand that you are closed on weekends, so will postpone calling my credit card company to dispute this charge until 4:00pm (MST), Monday 4/26/10, expecting a reply from you prior at either my-mail addr or (260) my phone nbr If I do not hear from you I would also want my current order cancelled.
Sorry for placing this time limit, but as a customer feel it’s a fair request. I tried calling your company once at 520-742-3474 and twice at 520-742-3777 late yesterday afternoon (Fri, 4/23/10) - Your 520-742-3474 goes directly to a “”This mailbox is full” message (also defaulted to this message when I called for a status on order # 106377) and there was no answer at your 520-742-3777. I also feel that sending a simple e-mail requesting an explanation would not be responded to - This assumption is based on two previously unanswered e-mail asking for a status on my first order prior to it being shipped.”
This e-mail was never responded to. They made a shipment in spite of this e-mail. Since, my credit card was charged an additional $53.37 and $64.74!
Of 4 Red Cherry Shrimp ordered, 2 arrived DOA. Of 3 Siamese Algae Eaters, 1 arrived DOA and 1 was deformed and died within 24 hours. Another was dead this morning. I have a very large, well established tank. I take water chemistry readings every other day…Yesterday’s (4/29/10) reading: Ammonia 0 ppm, Nitrite 0 ppm, Nitrate 0 ppm and Ph 6.4. Chemistry is not a factor. I figure, why bother contacting them as they would probably never respond or if they did, they would probably charge my card again!
What am I doing about it:
1. I’ve contacted my credit card company and am sending supporting documentation.
2. I am filing a complaint with the Federal Trade Commission (FTC), [HYPERLINK@www.ftccomplaintassistant.gov]
3. I am filing a complaint with the Internet Crime Complaint Center (IC3), http://www.ic3.gov. This also gets the information to the Internet Fraud Complaint Center (IFCC) and FBI.
4. I am filing a complaint with the Better Business Bureau (BBB) - Check them out on the BBB web site.
5. I am also sending a complaint with supporting documentation to newspapers and television stations in their area. I will send the same to their local DA's office.
On Apr 14, 2010, mad4roses Georgetown, TX (Zone 8a) wrote:
Posted on April 9, 2010, updated April 14, 2010
Posted on April 5, 2010, updated April 9, 2010
I placed an order on March 10th and they charged my credit card on the 17th. When I did not receive my order according to the shipping faq on their website, I tried to call. I reached a recording that said their mailbox was full and could not accept any more messages. I emailed them on the 24th and received no reply. I've tried calling them several times since on Mondays, Wednesdays and Fridays as they suggest on their website and always get that same recording.
I have had the bank issue a chargeback today after another unsuccessful attempt to contact them. I cannot reach them by phone, they do not respond to email and they have charged my account for merchandise ordered nearly a month ago that they have not shipped. I would strongly recommend avoiding this company altogether and making your purchases elsewhere.
On April 9th, 2010, mad4roses added the following:
I thought I'd check my account today to see if my credit went through and there was a surprise waiting for me. My original email receipt from them was for $35.20. The original charge they made against my account was for $40.20. I assumed the additional $5.00 was for shipping. Today, when I checked my account - I see they have just posted another additional charge of $15.78 today. (Interesting how that happened immediately after my dispute was filed.)
We are now up to $55.98 for $35.00 worth of snails, plus the $36.00 the bank charged for the dispute, plus possibly another $36.00 to dispute this new charge of $15.78 (it's pending - I have to wait until it posts before I can dispute) - for a grand total of $127.98. For snails. That I don't have.
Nice, eh?On April 14th, 2010, mad4roses added the following:
I have discovered (through the powers of my own deduction, certainly not through any effort to communicate on AAG's part) that the additional charge was for shipping. So it was $20.78 total to ship a $35.20 order that arrived in a box that would be too small to ship a Rubik's cube.
Apparently, they decided to suddenly send my order after I disputed the charge through my bank. 14 of the snails I ordered were DOA, but I'm done. I called the bank and told them to let AAG keep the money.
Their indifference, the complete absence of any communication, the inability to contact anyone when a problem arises, the ridiculously high and hidden shipping fees, the month-long silent wait and the dead snails is a lesson learned. I won't be back.