LiveAquariaReviews of liveaquaria.com

Response from LiveAquariaOct 20, 2021

Good afternoon Bala-We apologize that you are dissatisfied with the warranty policy. Images of specimens that are still in the aquarium are not accepted to be considered for credit. Images of losses, outside of the shipping bag and aquarium should be sent prior to the end of the 7 day warranty. According to our records, the claim form was submitted on day 13 and image was of the urchin in the shipping bag. We typically would make a one time exception and reach a resolution even if outside of warranty, however a chargeback was done, therefore we are unable to consider a goodwill gesture. We will reach out to you to discuss the matter further and attempt a resolution.

Response from LiveAquariaSep 29, 2021

Good morning @Bigdubb. Thank you for sharing your positive experience. We are so happy to hear of your improved experience. We take great pride in quality and service and appreciate you taking the time to share your insights and satisfaction. We look forward to working with you in the future!. Have a great day

Response from LiveAquariaSep 21, 2021

Hello Elijah. Through several conversations across various means of social media, this situation has been discussed. We apologize for your dissatisfaction, however the concerns were resolved and your Mastercard was credit $51.52 on 9/9/21. Please confirm with your financial institution if you have not received the credit. Thank you!

Response from LiveAquariaMay 14, 2021

Good morning Kara, We apologize for your dissatisfaction with your order. Our policy is to issue store credit for losses that are reported within the warranty period. Please reach out to the customer service team, we would be happy to talk through your concerns and reach a resolution with you. FYI: we have not been affiliated with Petco for quite some time. We are here to help and appreciate your feedback. Have a great weekend!

Response from LiveAquariaApr 28, 2021

Good afternoon Emily-We apologize for your dissatisfaction. The reason you did not receive credit for any losses is because you did not report the loss within the guarantee timeframe. The Cardinal Tetras you ordered are under the Expert only category . Throughout the ordering process as well as in your order confirmation email, the call out was: *Please note: If your aquatic life does not arrive alive upon delivery, please submit a claim within the same day of delivery to qualify for your Live Arrival Guarantee. Thank you for allowing us the opportunity to reply.

Response from LiveAquariaApr 28, 2021

Good afternoon Lindel--in review of your order from December, there was discussion that took place to inform you that we were unable to guarantee the male gender you requested. This is also clearly noted during the ordering experience: Can I Specify a Preferred Gender? Unless specified on the product page, we are unable to guarantee gender. Many specimens are in their juvenile state and it is difficult or nearly impossible to determine sex. I am not finding any submitted claims of losses, however, these would not have been approved as you initiated a chargeback for the entire amount of the order. Thank you for allowing us the opportunity to respond.

Response from LiveAquariaApr 28, 2021

Good day, Jess. We apologize the Gourami was unavailable to ship. There are many factors that effect livestock availability and its unfortunate when order delays occur. We can certainly attempt to replace order for you if you would like. Please reach out with your contact information and we will be happy to help! Thank you!

Response from LiveAquariaMar 16, 2021

Good afternoon Mr Dobe. We are sorry to hear of your experience. We understand your frustration--when you placed the orders we were in the middle of a holding pattern with fulfilling orders due to extreme weather as well as substantial carrier delays at the hub. Your authorizations should have all voided or dropped. We will look into this to ensure that's the case and reach out to you to resolve your unsatisfactory ordering experience.