Aquascape Supply Co.

Negative experience: Terrible experience. Paid for expedited shipping (1–3 days) for an aquarium but two weeks later, the package hasn’t even shipped. Customer service ignored multiple requests to cancel and refund. Misleading practices—order was dropshipped by a third party, not disclosed on their website. I now have to do a chargeback. Avoid this shop.

Negative experience: Avoid this store. I have ordered a couple of times, and my order was always either never shipped or listed as already sold out after purchase. They either have a really faulty tracking system or bad management.

Negative experience: Never delivered part of my order. Called emailed sent message on instagram. They never reached back. Stay away from this company

Fantastic experience: This place is awesome!!! Wish I had found it a month ago before I hard scaped my tank. Everything here is priced well. All their display tanks are incredible! They had some really nice options for rock and wood. Tons of plant options for sale and their fish look very healthy. I would highly recommend going in to this place before any of the other larger shops in the area pricing is better too. The staff is super friendly as well!

Negative experience: I order canister filter brand (UN's). I receive an email from them that my order is on way. They sent me an email/mention that they don't have any left. I ask for reimbursement and no answer. They ghost me. No reply by email! Worse client service. I don't want to deal them anymore.

Fantastic experience: I was really bummed when my package hadn’t arrived after 3 weeks so I called the number listed on google and I told them my situation. They informed me to email their online sales guy at help@petzonesd , so I did! They were really nice and they checked in on my package and shipped it via priority mail the next day. I got it today. I’m so glad I didn’t decide to take the loss and called. It seems like they may have changed ownership because they’re now called Petzone instead of aqua scale supply. That would explain why a lot of packages have been missing lately. Old owner didn’t care to let new owner know about recent orders in the switch. All speculation but that’s what seems likely to me. Anyways, I would email help@petzonesd of your missing an order!

Negative experience: DO NOT ORDER FROM THIS COMPANY!!! These people are crooks and scammers. They send you only part of your order and then go MIA. I ordered $400+ worth of merchandise and received only half of my order. The rest of my order was never shipped. I have tried emailing, calling, messaging them on Facebook and Instagram and have not gotten a single word back from them. Had I seen all of these awful reviews I never would have ordered from them in the first place. Make sure you do your homework people!! This company is a disgrace.

Negative experience: No response after placing an order and recieving the shipment tracking. Nothing has shipped, I tried emailing and messaging but have not heard anything. I had to file a dispute with my CC company to get my money back. I was trying to support a small business but 0 response and no product in hand after spending almost $200 is not good business.

Negative experience: Missing half my order. I have tried emailing, calling, and reaching out on instagram with no reply or response at all.

Negative experience: Aquarium plants arrived small and half dead. Vals had no roots. Never again from them

Negative experience: These guys are crooks. Do not so business with them. AVOID

Negative experience: Placed an order with them but no updates. Have been trying to contact them via Facebook and Instagram both but they never replied back. No updates on the tracking number or courier.

Fantastic experience: In person experience is amazing. Very knowledgeable staff willing to provide hands-on help to build a new tank or update an old one. Large selection of goods.

Negative experience: Awful people, look at the other 1 star reviews and that's pretty much the experience your going to get. They mixed up my order and they sent me 4 snails instead of a filter. Still have yet to hear from any of them about fixing their mistake. Save your time and money and don't ever shop here.

Negative experience: Bought two items only one can with the box. I email about the second item that was not included. They told me to check the box, I did ripped the horrible packing and nothing. Email them back about it and they haven't replied to me. About to call the bank and put a fraud file on this company. Don't waste your time.

Negative experience: Save yourself the stress and order somewhere else... Received a filter that was a complete dud. It wont run but Ive been having the hardest time trying to contact ANYONE from this company. They don't pick up their phones at all or offer a real option to call them. I managed to get a hold of someone to make a return.. They do NOT refund shipping costs regardless of the fact that you were sent a product that doesnt work.. So I lost nearly 1/4 of what I spent in total to shipping.

Negative experience: They deleted my review, how funny. TLDR: they drop ship products. For those who paid the 2 day shipping expecting it to recieve it in 2 days... Goodluck. I could order stuff from China and could come faster than these mofo. Had to open a dispute with PayPal in order to get my order. Even than to ghost you for days before responding. Reporting this company to the BBB.

Negative experience: I made my purchase on Dec 18th. I just received my package today, it is Feb 2nd. I wrote 2 emails and never received a response.

Negative experience: You should just shut this part of your business down. I have called several times to check on a return they " processed" and I too am being ghosted. I ordered a twinstar m5 with money I received for my birthday. They posted on their website that they had it in stock but really didn't... Asked for a return and received no confirmation. It's been two weeks since that call and not a single dime of my $118 back. Thanks for taking the one thing I was looking forward to in 2020 away.

Negative experience: My delivery came with missing plants. I've 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. I've 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.

Negative experience: 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 haven't 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.

Positive experience: I feel that Aquascape Supply Co. is a very busy local fish store that lacks the proper logistics to maintain their e-commerce operations. I've 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, it's 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 (it's 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 shouldn't 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 :)

Negative experience: I don't think it is fair that it is a 5 star rating system. I would rate minus 5 stars, not 1 star. I didn't 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.

Negative experience: 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.

Negative experience: Horrible company! Didn't received my Twinstar light and they never give any shipping informations. In one email they say I got it as I have nothing. They don't want to give any tracking number et they completely stopped to answer any emails and Paypal messages... I'm so frustrated!

Negative experience: My first order I didn't 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

Negative experience: 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 I've ordered from other stores, and wasn't 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, I'm disappointed with the business and customer service. I probably won't be buying from here again.

Negative experience: 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.

Negative experience: I've 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 won't be ordering online again, I suggest going to the store if that's even possible.

Negative experience: 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.

Negative experience: 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 don't have my merchandise or a reason to believe I ever will. Absolutely NONEXISTENT customer service. This whole business is a FRAUD!

Negative experience: Overview: Unresponsive Communication, Had to dispute charge with bank Made 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 shouldn't be such a problem. My CC company was able to get my money back however it's 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.

Negative experience: 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.

Negative experience: 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!

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

Negative experience: 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 doesn't work and their online chat service doesn't 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.

Negative experience: 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. It's now been 3 weeks and I still have not gotten a reply or acknowledgement about my cancellation - once they responded via text and weren't 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. I've been forced to dispute this with paypal in order to try and get my money back. Terrible service.

Negative experience: 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.

Negative experience: 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 !?

Negative experience: 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?

Fantastic experience: Novice when it comes to planted tanks. The Aquascape Supply crew is passionate and assisted me with my first rimless tank. Didn't realize how pricey this hobby can be but it's worth every penny due to the serenity you get from seeing a planted tank in my office. Can't wait to keep aquascaping more and more.