Blackwater AquaticsReviews of bwaquatics.com

Response from Blackwater AquaticsFeb 21, 2025

Hi SD, we're sorry that we weren't able to get your fish to you safely. We tried our best but the weather has been pretty bad at some of the shipping ports causing delays. We shipped the second shipment at no extra cost to you and after that came in DOA, we refunded the entire payment to you. We really did try our best and hope the weather will be better in the future if you decide to make another purchase.

Response from Blackwater AquaticsFeb 11, 2025

We understand that unexpected circumstances can be frustrating. Unfortunately, we can’t control the weather, and a major southeast storm occurred causing UPS delays, leading to the first DOA. Per our guarantee, we then sent you a replacement at no extra cost via Next Day Air. Unfortunately, UPS delays affected that shipment as well, resulting in the second DOA. Once we felt the weather was safe, we promptly sent a third shipment—again at no extra cost—which successfully arrived in good condition. One day later, you informed us that it died in your tank. We had requested your water parameters and photos of the fish to better understand the situation, but we have yet to receive them. Please note that proper acclimation is crucial to their survival. Regarding the rainbows, they were included in the first shipment that was DOA. We informed you that we didn’t have any more in stock and offered you the choice of waiting for our next import or receiving a refund. You opted for the refund, which we processed immediately before sending the second shipment. Our Live Arrival Guarantee is in place to protect our customers in cases like these, and we honored it throughout the process. Our staff never intended to upset you but rather to explain why the DOAs occurred. When you expressed concern about a particular comment, I immediately asked the moderators to remove it, which they did. We know this wasn’t an ideal experience, and honestly, we took a pretty big loss on the order between the multiple shipments and refund. But our main goal has always been to take care of our customers, and we did everything we could to make things right for you.

Response from Blackwater AquaticsFeb 21, 2024

Sorry your fish arrived DOA. It doesn't happen often, but it happens. We're working on sending another pair out to you soon.