Pet Zone Tropical FishReviews of petzonesd.com

Response from Pet Zone Tropical FishJan 14, 2022

Hi there! We appreciate your review and feedback. If you can get in touch with us via phone or email with your order info, our team is more happy to see what may have went wrong with the order. This business is our livelihood and we would never do anything that would risk our reputation or put other fellow hobbyists at odds with us hobbyists ourselves. Hobbyists for hobbyists, woot woot! We're here to help.

Response from Pet Zone Tropical FishJan 14, 2022

Hi there! We appreciate your review and feedback. If you can get in touch with us via phone or email with your order info, our team is more happy to see what may have went wrong with the order. This business is our livelihood and we would never do anything that would risk our reputation or put other fellow hobbyists at odds with us hobbyists ourselves. Hobbyists for hobbyists, woot woot! We're here to help.

Response from Pet Zone Tropical FishJul 12, 2020

W, thanks for your feedback and review! We see your order no as 15343 here but it doesn't show any plants (just a regulator) but it's a bit unfair as this order has went out, sent and received but we're given a 2-star for it when it's for another order (we fix any underlying issues). Sorry if we haven't got a chance to get back to your emails, we're a bit backlogged and it's taking us a few business days to catchup to all messages/emails, definitely not as quick as we'd like ourselves. You may opt to call or text us as well (be sure to have order no and name ready in order for us to effectively help you.) =) Thanks and be safe and healthy!

Response from Pet Zone Tropical FishJul 9, 2020

Libby, thanks for you feedback. We are sorry to hear about the single DOA. We do have a live arrival guarantee policy so be sure to contact us ahead of time and the team will be happy to take care of you per the DOA policy (petzonesd.com/terms-conditions) . Send over your order details to [email protected] or via text to 866-MY-FISHY

Response from Pet Zone Tropical FishJun 4, 2020

Jacqueline! Thanks for your order! With Covid19 lockdown (though restrictions are slightly eased now), we are still shipping though there are inevitable delays due to the lockdown measures here. Our regular shipping schedule can be seen here: https://www.petzonesd.com/livestock-shipping-schedule/ Expect 7-14+ business day delays to our regular schedule as we have reduced hours for shipping and staff along with new delivery carrier time-frame deadlines for pickups and drop offs. We appreciate your patience and understanding. Be mindful of this and the schedule + the business day delays (business days don't include Mon/Fri/weekends). If indeed you cannot wait, we are more than happy to cancel and refund the order and you may order again when things are "normal" (maybe wait a couple years on realistic terms). Thanks and please be safe!

Response from Pet Zone Tropical FishMar 29, 2020

Thank you for your review and feedback. We apologize about some mixups with the order. We typically have a team of 7 on any given day doing the shipments between both shops and now it has been down to 1-2 people max due to the CA lockdown with this virus crisis. Please bear with us, it has been an issue as we are dealing with an influx of orders and messages and we are doing our best while we cope with these drastic changes. Our apologies as we are getting phone calls throughout the entire day and it's been a bit overwhelming for us so we are not intentionally forgetting. We ship about 50-60+ orders daily and due to the change in manpower as a result of the "shelter at place" orders by the gov't, mistakes can happen and we are sorry if we dropped the ball. We'd like to make things right for you and would like to be given a fair chance and opportunity to do so. =) Please give us a ring or email with your name and order number and we can assure you we will change your experience. Customer service and satisfaction is what we strive for and it's clear we dropped the ball on this order with you and we are happy to work with you on this. Thank you again and hope to speak soon.

Response from Pet Zone Tropical FishFeb 19, 2020

Mitchel, we had made an attempt to contact you via phone but couldn't reach you the other week. Our sincere apologies on the delay. We forwarded many of our tank orders to the manufacturer's warehouse as they fulfill many of the bulk items for us but as they've been a bit slammed, we didn't know the items were back-ordered until a week after we sent it over to them. We're very happy to throw in some plants to make up for the delay as we understand how frustrating this can be and want to make things right. =)

Response from Pet Zone Tropical FishFeb 19, 2020

Alexia, we are sorry for your experience and just want to assure the well-being of our livestock so it can make it to you in one piece. We do have a disclaimer that must be agreed to prior to proceeding with order checkout that clearly states overnight shipping must be selected for livestock. We did get in touch with you right away after order was placed and informed you of the shipment method. We hope we are able to work with you again in the near future if given a fair chance and opportunity as we strive for customer satisfaction.