ANOTHER RIPPED OFF CUSTOMER

PLACED $140 ORDER IN NOVEMBER OF 2015, WAS WAITING ON ONE CORAL TO COME IN FOR COMPLETE SHIPMENT. AFTER 6 MONTHS MADE ARRANGEMENTS TO CHANGE ORDER SO TRANSACTION WOULD BE COMPLETED. TWICE HAD MADE NEW ORDERS BUT NEVER SHIPPED, NOW CANNOT EVEN MAKE CONTACT AND PRE-PAID BY DEBIT SO MONEY IS GONE FOREVER. RECEIVED MULTIPLE EXCUSES AT FIRST AND EVEN E-MAILS, THEN NOTHING! LESSON LEARNED, HOPEFULLY WILL SAVE SOMEONE ELSE SOME GRIEF. I DON'T KNOW HOW THEY'RE STILL IN BUSINESS! PLEASE, PLEASE, DON'T GET TAKEN LIKE I DID!
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ID
#799503 Review #799503 is a subjective opinion of poster.
Reason of review
Took my money and received NOTHING!
Loss
$140
Preferred solution
Full refund
New Reviewer

***DO NOT WORK WITH AQUACON***** THEY WILL NOT WORK WITH YOU EVEN IF IT IS THEIR FAULT!!!!!

***DO NOT WORK WITH AQUACON***** THEY WILL NOT WORK WITH YOU EVEN IF IT IS THEIR FAULT!!!!! ***DO NOT WORK WITH AQUACON***** THEY WILL NOT WORK WITH YOU EVEN IF IT IS THEIR FAULT!!!!! ***DO NOT WORK WITH AQUACON***** THEY WILL NOT WORK WITH YOU EVEN IF IT IS THEIR FAULT!!!!! ***DO NOT WORK WITH AQUACON***** THEY WILL NOT WORK WITH YOU EVEN IF IT IS THEIR FAULT!!!!! ***DO NOT WORK WITH AQUACON***** THEY WILL NOT WORK WITH YOU EVEN IF IT IS THEIR FAULT!!!!! Working with Aquacon was the worst experience I ever had when ordering online. ($600 + purchase) They have absolutely no regard to customer satisfaction but most of all do not take it seriously when it comes to delivering items as promised. I ordered 75lbs Premium Fiji rock x-large and large pieces. They sent me a bunch of flat pieces of rock. I told them about the issue and they said “we can fix this and we will send you a new box. I think your order was mixed up with someone else.” I was happy until two weeks later I come home to find they only sent 25lbs of medium size rocks that included one actual good rock and the rest small and flat pieces. I tried my best working with them by reaching out but they delay their responses so that week’s go by. They never wanted to come to a resolution. I offered to exchange all the rocks and send the old ones back but they would not help. They would not give me a refund or give me an address to mail back the rocks. Step by Step Story. - I ordered and paid for 75 lbs of Premium Fiji Live Rock Large and X- Large - I received an "incorrect batch probably", as stated by Aquacon over the phone during our last conversation. The batch I received was 75 lbs and looks like the assortment Flat pieces. Not even close to what I ordered or close to what is depicted on your site. - Aquacon told me over the phone that I "probably received the wrong batch and you would send a new box to compensate for my order and to correct the error". - Then I received 25 lbs of small and medium size pieces. Again, this order was still incorrect and included flat pieces. I am okay with the medium pieces because I asked for this size. There is a price difference in x-large and large pieces from medium and small pieces, correct? I was never given the difference for this. - I've emailed Aquacon countless times and they had taken weeks to reply to any of my emails and the final email is basically saying, “Why should we refund your money, there is nothing wrong” ***DO NOT WORK WITH AQUACON***** THEY WILL NOT WORK WITH YOU EVEN IF IT IS THEIR FAULT!!!!! ***DO NOT WORK WITH AQUACON***** THEY WILL NOT WORK WITH YOU EVEN IF IT IS THEIR FAULT!!!!! ***DO NOT WORK WITH AQUACON***** THEY WILL NOT WORK WITH YOU EVEN IF IT IS THEIR FAULT!!!!! ***DO NOT WORK WITH AQUACON***** THEY WILL NOT WORK WITH YOU EVEN IF IT IS THEIR FAULT!!!!! ***DO NOT WORK WITH AQUACON***** THEY WILL NOT WORK WITH YOU EVEN IF IT IS THEIR FAULT!!!!!
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1 comment
#740881

more bad reviews for Aquatic Connection. You can see them write a fake review about themselves after a customer gave negative feedback about a recent transaction.

http://www.trustlink.org/Reviews/Aquatic-Connection-20601****

ID
#456260 Review #456260 is a subjective opinion of poster.
Loss
$800
New Reviewer

AquaCon - Customer 'Service' none exsistant

Do not, I repeat DO NOT expect good service or quality livestock from AquaCon - Aquatic Connection (www.aquacon.com). I have been dealing with them since July to receive either replacement items for the ones that arrived dead (two fish, and 3 corals). Needless to say these items NEVER were returned, and the money ($100) has yet to be refunded to our account as promised by Ron "The ***". I have filed a complaint with the local BBB and am hoping that their investigation will cause enough people to realize this is a VERY shady business. If you call them (and actually get ahold of a person, since their phone is ALWAYS busy or rolls over to and answering recording) and a man by the name of Ron "The ***" Ratoff answers hangup and be thankful you read this. They will only proceed to give you the run around with your initial order, any returns, or DOAs. Happy Shopping, Travis Wilson
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6 comments
#749643

It's to bad that some people only find the time to complain! I've been dealing with Aquacon.com for about a year now and have excellent customer service as well very healthy livestock shipped to me.

I've tried other online sites but the employees at Aquacon.com are the most helpful. Very happy with them.

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#262399

TOTALLY AGREE!!!!!

Ordered live rock. Arrived frozen, dead, and 3 days late.

Have been fighting with them since the beginning of February. Almost 2 months. They have not made it right. Was given a lot of excuses.

I have been into saltwater tanks for over 30 years. I have never been treated this poorly by any of the other companies I ordered from. And as for the way it was packed? Their description was all LIES!!!

Wrapped in one black trash bag. Put into an lobster box, not sealed.

Then put into shipping box. So of course when it was thrown around in shipping all of the water that was in it spilled out.

I will never order from them again!!!!!

#749675
@PissedConsumer262399

I know you are totally wrong!The live rock was not dead . It can survive the cold and still be alive.

Some people even scrub down live rock before putting it into the tank. Live rock will always be alive it just might take a little longer to start new growth any hobbyist should know this.

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#260511

I have had a horrible experience with Aquacon. Initially, the prices looked amazing and with the free shipping to Florida I was impressed.

I ordered 175 dollars worth of livestock. It took over 2 weeks to get it. One of my gobies arrived dead. A 17 dollar shrimp was literally .5 inches long and about 1 mm in width.

The 23 dollar coral was a joke. I e-mailed this "Ron" guy and asked for assistance. I never heard back. I sent the same e-mail a week later and he told me he responded the day I sent it.

LIE!.

He wouldn't answer my questions about inferior products, and only said he would credit my account the cost of the dead fish. I will never do business with this place again.

#749677
@PissedConsumer260511

Behavior During Acclimation:

Fish- will usually breath heavily and some will lay on their side or at the bottom of the aquarium (Wrasses sometimes will play dead- continue with full acclimation)

Corals & Anemones- will deflate/shrink, these might take hours or days to fully open and color up.

Snails & Crabs- may not open or move for days at a time- after this time if you suspect death pick them out of tank (if they smell bad, they're dead – don’t put them back)

Starfish- may not move for days, pick them up and look for signs of disintegration

CORRECT ACCLIMATION IS VERY IMPORTANT

Acclimation is very different for items shipped overnight (in a bag for 12-24 hours) versus items picked up at your local aquarium store. Many fish, invertebrates, and corals, following a long period in a package, will appear to be lifeless until after a correct acclimation has been completed. Incorrect or inadequate acclimation can actually kill healthy specimens or weaken them to a point where they will perish within 24 hours of going into there new home. Therefore we must insist that all customers follow the Proper Acclimation Procedures even if an item is not displaying any signs of life.

Very Important

1. Put the fish with all the bag water in a bucket or container of sufficient size for the fish to be reasonably covered with the water.

2. Set the bucket on the floor next to the aquarium you will be placing the fish into when done.

3. Using some plastic air line tubing and an air gang value, set up and run a siphon drip line from the aquarium you will be placing the fish into, to the bucket.

4. Start a siphon and slowly allow the tank water to drip into the bucket, using the gang air valve to adjust the drip rate. Keep the drip fairly slow. To fast a drip can change the water parameters to quickly and shock out your fish.

5. When the water dripped into the bucket equals about three times the volume of the bag water you started with, test the pH, salinity and temperature of the water in the bucket to see if these parameters match that of your tank water. If they match, you are done. If not, continue the drip method until the parameters match. If the bucket's water level is getting to high, you may remove water from the bucket.

Acclimation also helps to reduce the chances of stress induced diseases such as saltwater ich and many others. The time you take to acclimate your new fish, corals, or marine invertebrates will make a huge difference in the health and beauty of the specimens for years to come. Please do your best to follow our recommendations below because, though they may vary what you have heard on the street, these time-tested tips and suggestions are based on our decades of experience in caring for aquatic life.

What factors are you acclimating for?

1) Temperature

The shipping bags have been shipped across country to you, and though we use ice packs in the summer and heat packs in the winter, the arrival temperature will most surely be very different from the temperature in your home aquarium. Proper acclimation will take care of slowly changing the animals body temperature back to a normal temperature without stress.

2) Salinity

For saltwater fish the specific gravity (Salinity) your animals are arriving in will be between 1.019 - 1.022. The lower salinity level means your fish is receiving higher levels of oxygen when it breathes. This is an excellent level to keep your home aquarium at. As a side benefit, at this salinity level your fish are less prone to common ailments such as ich. We highly recommend this salinity level for fish only aquariums.

For coral, and clams, the specific gravity (salinity) your animals are arriving in will be between 1.023 - 1.025. Reef systems require the higher salinity for optimum growth and color. This is an excellent level to keep your home reef system at.

3) PH

Proper PH for saltwater specimens is between 8.2 and 8.4. Using a ph buffer or an occasional water change, it is easy to keep your aquarium within these boundaries. Though not a large issue for corals, fish and invertebrates, will be under stress when they arrive because their PH will have dropped considerably. What causes this drop? From the time they are put in the ship out bag, the animal releases ammonia, the pH of the water will drop from the ammonia. Proper acclimation to your tank slowly brings the specimen(s) back to healthy ph levels slowly, the same way the ph dropped slowly.

My Fish is Dying, he's laying on the bottom of the bag!

Your fish is most likely NOT dying. You can successfully acclimate fish which are looking dead, breathing heavily, or laying on the bottom of the bag. It only takes time, be patient, and follow the procedures outlined. Please remember that the acclimation process we instruct you to use, most of the time, is all they need to start swimming again.

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#115435

***, I wish I would have read this before placing my order!! I order Black Tahitian sand (49.99) when I got it it had so much wood and debris in it it took me hours to skim it out.

Black, more of a gray not at all like the pictures on there site. Also a day later I order the 35lb Nano Rock. It took them over a week to find the order and place them together for shipping? I will say the Rock is great however they claim to be perfect with weighing just the rock and nothing else.

My rock including the 2 buckets they were in weighed 32lbs. The boxes both items were shipped in were totally busted up styro foam. This guy Ron? I've sent 3 e-mails to him before shipping and I got the response back of "will add to order" thats it?!?!?

Horrible customer service, Horrible. I will say however they have a woman that answer the phone when you call and she is very pleasent, doesn't know whats going on but very nice. So as it stands I'm on day two of waiting for a response from their "support" people via e-mail. I sent a lengthy letter along with 5-6 pictures of the damage and the muddy water it created in my tank.

I'm hoping they make right but I'm not holding my breathe.

Lesson learned here I guess. buyer beware!!!

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#130688 Review #130688 is a subjective opinion of poster.
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Hanford, California

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