Disappointing order despite quick customer service
Rating: 3/5
(Order Number: #51040)
Disappointing Experience Despite Quick Customer Support
We recently placed an order over £200 with Tropical Supplies, including some tetras and a royal pleco. Unfortunately, the condition they arrived in was concerning. The box was damaged, the tetras were stressed, and the pleco’s bag was not only deflated but had barely any water in it. While the pleco is currently doing okay, we were initially worried for its health.
Customer service was responsive and offered advice on how to help the fish settle. However, when we asked for a partial refund or a goodwill gesture—like a discount on a future order—they declined, saying that because the fish arrived alive, no compensation was warranted. We understand live fish shipments can have challenges, but a small gesture would have shown care for customer satisfaction, especially given the order value.
We appreciate the assistance provided, but this experience was disappointing overall. We’ll likely consider other suppliers for future purchases and hope this review helps others set their expectations.
On further messaging The company did express a willingness to offer a care package or additional fish for a future order, which we appreciate. Ultimately, while we received help after reaching out, the initial experience was disappointing and has made us hesitant to reorder in the future.