I feel that Aquascape Supply Co. is a very busy local fish store that lacks the proper logistics to maintain their e-commerce operations. Ive seen many reviews that paint the business in a very negative light, but I do not believe that it is their intention to simply take money and ghost anyone. I am leaving a 3 star review, in hopes that it can help their overall scoring, but also in hopes that they make efforts to improve their e-commerce operations, as it can become a very large portion of revenue - so, its critical to improve that side of the house... if that is what they want.(My Story): I ordered Tourmaline BC and the UNS Hanging Lights Kit on their website. The Tourmaline BC was shipped and delivered, in a timely fashion. They accidentally sent me two of them. I never received shipping confirmation for the hanging lights kit, so I messaged them via Facebook Messenger. I did not get a response (its still unread, as I just checked while writing this review). I decided to call them to follow up and ask if they want me to send the second Tourmaline BC back. They said I can keep it. The gentleman on the phone was polite and appeared to have a friendly demeanor. As I was speaking to him, he created the shipping label for my UNS Hanging Lights Kit. I just received the kit today. Anyone can agree that it shouldnt take a customer to call a business to get their purchases shipped, which is why I said my part in the first paragraph. I hope you guys are successful in creating an efficient and reliable e-commerce operation. I would love to give you more business, from the east coast :)

Nice shop with some great aquascaping tanks. There are many healthy fish that were obviously well kept for a long time.

My delivery came with missing plants. Ive disposed of a bunch of Vallisneria nana, due to unhealthiness, and fear the Rotala variations I received will also need replacing.Poor at communication and correcting mistakes for a customer. Ive already inquired regarding receiving the missing plants or a refund, and have yet to receive any response nearly 4 days later.Would not recommend at all.

I dont think it is fair that it is a 5 star rating system. I would rate minus 5 stars, not 1 star. I didnt check the reviews of this shop and was looking everywhere for some quite specific aquascaping equipment and came across Aquascape Supply Co. WORST COMPANY EVER - takes your money and then ghosts you. DO NOT give this company any business. I am opening a dispute case against this company with my bank, credit card, after I submit this review.

Novice when it comes to planted tanks. The Aquascape Supply crew is passionate and assisted me with my first rimless tank. Didnt realize how pricey this hobby can be but its worth every penny due to the serenity you get from seeing a planted tank in my office. Cant wait to keep aquascaping more and more.

Don’t order online from this company. Terrible customer service, and they don’t respond to emails. Ordered a Twinstar 600E with 2 day shipping and received an email the next day stating my order was on the way and tracking would soon follow. Four days later I still didn’t get tracking so emailed to find out the issue. No response. I called the next day and after looking up my order and finally tracking it down come to find out they never even had the item in stock in the first place. Yet they charged me and told me it was on the way. I called my bank and got a refund through them before they even got back to me because I checked the reviews and saw that other people experienced similar things, some receiving nothing and some receiving damaged or only partial orders months later while still being charged for the missing items... Save yourself the money and headache.

DO NOT GIVE THIS COMPANY YOUR BUSINESS!!!! If I could give it negative stars I would. They have ZERO experience in customer service and apparently ZERO experience in how a business functions (you know like how to provide goods that have been paid for - the basics of business). I can see that reviews on here have said the same things, orders never arrive and the owner does nothing to help the customer- how about you answer your phone and emails and get your customer their money back- just a thought. I made the mistake of not checking the reviews before purchasing... don’t make the same mistake, you will be sorely disappointed. When they finally answered the phone after the 50 times I called they asked for an order number and then hung up on me. DON’T WASTE YOUR MONEY!And Aquascape Supply don’t reply to this to tell me to get in contact with you to resolve the issue because we both know that’s impossible.

THIS IS THE ABSOLUTE WORST COMPANY IVE EVER DELT WITH NEVER GO HERE NEVER ORDER FROM HERE NEVER DEAL WITH THESE PEOPLE. THIS IS A BUG SCAM AND ALL THE OTHER REVIEWS ARE RIGHT. NEVER EVER SHOP AT AQUASCAPE SUPPLY CO THE WORST CUSTOMER SERVICE EXPERIENCE IM HELLA ANGRY AFTER DEALING WITH THIS AWFUL COMPANY FOR ALL YOU DO NOT ORDER OR SHOP HERE PLS THIS PLACE DESERVES TO BE SHUT DOWN.

Unfortunately, I am another instance of very poor customer service with regards to online orders. If I could I would give zero stars since this store offers no customer assistance - they simply ignore you. In May I ordered a UNS aquarium stand. The next day, I received an email that my order was on the way. After three weeks, I sent an email (per the on its way email) requesting information on my shipment. After no answer, I tried another email a week later. Still no answer. I found from other reviews that some had success sending Facebook messages, so I sent them a Facebook message and they told me they would investigate. After another week of still getting no answer, I tried to Facebook message again - no response. Since I was getting close to the 60 day period in which I could dispute the credit card charge, I gave up on their customer support and ended up filing a dispute with my credit card company. The downside there is I have to wait another 60 to 90 days before I know for sure if that dispute has been fully resolved (one way or the other). I am getting close to the end of the 90 day period and still havent heard anything. Once I know the charge has been permanently reversed, I plan on starting to look again for the same stand from another vendor. So, now we are approaching a 6 month delay on my efforts to build my aquarium - all thanks to the terrible customer support from Aquascape Supply Co.P.S.I VERY rarely write any reviews one way or the other. But after seeing others with the same issue (I should have looked there first), I had to write about mine as well. Buyer Beware.

My first order I didnt receive all the items. I have not received any refund for the non shipped items. My second order I was charged and the items were never shipped. This company does not respond to emails. I wish I had researched some of the other reviews before getting scammed

I ordered a UNS 180 cm aquarium stand FOR $1,180.00.Three Months Of Ignoring Me:would not respond back to phone calls -my emails -my social media post asking about my order was deleted -my DMs were ignored -requested an refund, they never ran the refund through -had to call again for a second time, I finally have a confirmation -if it still doesnt go through, legal action will be taken in small claims court -

Horrible company! Didnt received my Twinstar light and they never give any shipping informations. In one email they say I got it as I have nothing. They dont want to give any tracking number et they completely stopped to answer any emails and Paypal messages... Im so frustrated!

The time between me placing an order and it actually being sent out to ship took 6 business days. I ordered the Aquario Neo diffuser and received a cheaper, worse diffuser from a different brand that looks completely different. The plant I ordered (pogostemon erectus) was much smaller than plants Ive ordered from other stores, and wasnt holding together very well in the package (rock wool was almost entirely separated from the plant, and the whole thing was out of its pot). It took them forever to reply to my email regarding my order. Overall, Im disappointed with the business and customer service. I probably wont be buying from here again.

DO NOT ORDER FROM HERE.I had purchased 4 items on the 19th of May (24 days ago). Only two of the items were shipped and the other two are nowhere to be found. I have sent numerous emails asking for ETAs and finally for a refund, with absolutely no reply. Calling them doesnt work and their online chat service doesnt work either. I will now have to contact my bank for a refund.The two items that were shipped have been fine, but I feel like I was scammed.

Overview: Unresponsive Communication, Had to dispute charge with bankMade an online purchase for a Twinstar aquarium light. I noticed after several days my order has not been shipped. I tried emailing, calling, chat messaging (feature on the website) but there was no response. Eventually after two weeks of not hearing back I called my bank and disputed the charge...This was my first time purchasing from this company and I have to say I was very disappointed with the communication. No response at all... When I called, the automated VM said to expect delays with orders due to Covid. Yes, I understand there would be delays with orders being processed, however customer communication shouldnt be such a problem.My CC company was able to get my money back however its been a month since my order and I still have not heard back on any communication outreaches I have made. They could have at least acknowledged the issue and apologized for the unresponsive communication.I want to support local and out of state small businesses but this makes it hard for me to trust some businesses that are out of state.

I ordered an item from them 3 weeks ago. I still have not received it. I should have read the reviews before I ordered.

I ordered about $400 worth of supplies from them (via Aquascape Supply - same location), after not having any status updates for a week (despite me requesting such via text and email) I requested that they cancel my order. Its now been 3 weeks and I still have not gotten a reply or acknowledgement about my cancellation - once they responded via text and werent sure even what order I was talking about (despite me giving exact information).They still have not refunded my money or acknowledged my request to cancel. Ive been forced to dispute this with paypal in order to try and get my money back.Terrible service.

Careful purchasing from this place. I spent over $400 and received my item damaged. It took them weeks to respond with no resolution. Customer service sucks here.

Terrible service. I ordered online and bought 4 items. I only received 3 out of the 4 with the 4th item pending delivery. For 15 days now I been contacting them about my missing 4th item and they give me an excuse. Then never respond to me after I reply. I’ve sent numerous emails out to this company. Now I have to open a claim through my bank to get my money back. What a shame. I do not recommend buying from this company! All I wanted was my merchandise or my refund and they can’t accommodate me !?

I ordered a tank stand on March 13, and have not received the item nor have I received a response to my email asking about the order. I have escalated the issue through paypal because I am now out $303.80.It is now July 1. I want my money back or my tank stand.Update: I was issued a refund through PayPal on July 9. Do not order from this store.

I have to make a dispute to my Credit company because these guys essentially ROBBED me of over $200 worth of undelivered merchandise. I ordered online in the middle of May and nearly 2 months and several unanswered emails and phone calls later, I still dont have my merchandise or a reason to believe I ever will. Absolutely NONEXISTENT customer service. This whole business is a FRAUD!

I’ve been trying to buy an aquarium and other supplies from them online but have had a few site issues. I have contacted them (via FB, Instagram, and email) and they’ve only responded through FB. Average response time is 2 weeks. Based on other reviews they seem like an absolute joke. Sorry guys, you’ve lost my business!

Terrible service.I ordered from Aquascapesuplyco or “PetZone SD INC” on 04/17/2020, I paid for 2-day priority mail shipping at 110.00USD (The only option given I might add).After placing my order the items were finally shipped out 2 weeks later on 05/04/2020. I did not actually receive those items until 05/15/2020 exactly 9 business days later or 11 days altogether.I HAVE spoken with PetZone SD INC on MULTIPLE occasions and they have promised me a refund for my shipping because of how drastic the time frame was compared to what I paid for. They told me “We will refund the difference today” on 05/09/2020, it is now 05/29/2020 and I have received nothing from the company.I have to reach out to them serval times before I ever even get a response back and when I do I get the answer of “give us a moment!” I believe them to be unprofessional beyond belief and refuse to recommend this company to anyone as you will only get ripped off and lose money.

I odered Christmas Moss Vesicularia montagnei, Aquascaping ADA Live Plants from Aquascape via eBay. Unfortunately, I made my purchase as a guest and as a result I was not able to leave a review/feedback on the eBay website. In addition, my order was non-returnable.Anyway... my order was packaged well and arrived sooner than I expected.Problem was, the moss was 99% brown/dead.The first picture (moss in hand) is what I saw on eBay.The next pictures are what I received. The brown water was my attempt to rinse the dead moss away.10/31 - then maybe another eBay seller is using the same address as your?

Ive messaged this place multiple times with no response over the span of a week and a half for any info on my order and I have heard nothing. I got 2 out of the 3 things I ordered and no info on the rest. I regret not listening to the other negative reviews, I wont be ordering online again, I suggest going to the store if thats even possible.