ComplaintsforWaterBox Aquariums

• Initial Complaint

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ive reached out the day after setting up my tank to let them know the tank has leaks Ive submitted plenty of evidence via email , the representative for claims has failed to get me in touch with someone above her to resolve my issue . Very unprofessional and just keeps repeating herself asking for video after video . *** submitted everything that was asked of me and still are very unprofessional and giving me the run around. I want my money back . When I call they are very rude and state that there is nothing else they can do for me , for me to continue my claim via email . *** tried everything to solve this issue , even the owner of the store where I bought the aquarium has reached out and its just a loop hole back to responding via email . *** tried everything , they keep giving me the run around Ive spent almost 2k I expect this to be fixed .

  Business response

  07/17/2024

  The customer's Claim was received on Wednesday, July 10th at 12:41PM. Our Claims Team responded back to the customer at ****** the same day.

  Our Claims Team remained in consistent contact with the customer to collect the necessary information to complete their Claim and get a replacement aquarium shipped to them. On Thursday, July 11th at 4:51PM the replacement order for the Claim was generated in our system and on Friday, July 12th the replacement aquarium was shipped to the customer via ***** Freight - ************************************************************************************.

  Our team was communicative and responsive throughout the duration of the claim through the resolution with both the customer directly and the retail store. We consider this Claim resolved and closed. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have purchased a $4000 aquarium and stand. I come to find out that the delivery company that WB uses will not bring the 300 lb aquarium in the house but leave it for all to see in all weather conditions. I contacted WB to complain and hope that they will find a delivery company in ****** that will delivery to inside the home. The delivery company wants you to be home to accept but will not assist it inside. For an older female I cannot move it into my house. WB needs rethink this. They use ***** in the ** but here in ****** they use T Force Freight. I am livid right now. How am I supposed to get this thing in my home? Now I have to hire another company to move it in the house 5 feet? With the cost of shipping and the value of the item, I would think WB can do better.

  Business response

  06/25/2024

  This customer is upset with us over a service we do not offer. Our delivery service is curbside. We do not offer or advertise inside delivery.

  If the customer is unable to accept delivery at the curb and subsequently have the aquarium moved inside, built and set-up, then we recommend she purchase through a local fish store that can offer those additional services to her. This is not something we offer on our site and do not understand how/why the customer would expect us to do something that we did not say we  would do. We find this complain to be invalid, as it is regarding somethng irrevlant to the product. 

  Customer response

  06/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I am not complaining about the aquarium themselves. They are beautiful. Very good quality. What I am upset about is the fact they do not offer delivery of their aquariums into a home. There is no other way to transport the aquarium other than through them. The aquarium I purchased was $4,000 and for it to be left in the rain on the driveway is ludicrous. I am simply asking the company to look into other options for people.
  Sincerely,
  
  *****************************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This Company sent me the wrong product and they wouldn't want to send the correct items. I've purchased their product online and received inadequate accessories but the company are not admitting their mistake even with a proof of what should have been the right accessories with unboxing videos from ******* and the pictures I've sent them. Even with the proof seller is saying that they've change the system which is laying with the many proofs.

  Business response

  05/22/2024

  The customer contacted our CS Team with the belief that the ************ and Ceramic Pellets that he received inside of his AIO ************ Pack were not the correct quantity. He provided photos of what was received. Our team reviewed all of the information and confirmed with the customer that he recieved the correct items and the correct quanities. Unfortunately, the customer was not satisified with this and proceed to argue and insist that he has other people recieve more and than what was in his pack. There was nothing more we could do to assist this customer because nothing was inccorrect. We have never had this complaint before from any other customer who purchased the same item for the same aquarium system. 

  Customer response

  05/22/2024

   
  Complaint: 21677946
  
  I am rejecting this response because:
  I went to the local aquarium store and saw same aquarium tank I got from them. For this tank it had a box that contains these media I suppose to get but, mine didn't even came with the box either but 2 small medias were just thrown inside. I also check ******* channel where people post unboxing of same item and they all had what I saw from the local aquarium store. 

  They are just denying their mistakes and wouldn't send the right item. 

  Sincerely,
  
  ********************

  Business response

  06/03/2024

  We understand that the customer has "Rejected our Response" because this is the exactly same communications we've already had with him directly through our **************** team. There is nothing more to say or do here because the BBB is just a messaging system and we've already exchanged this exact communication with the customer. I am not sure what the desired outcome was for the customer filing this complaint, but the ******************** does not facilitate anything other than messages. 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company got my email address from some 3rd party. Now they will not stop spamming me. Sometimes I get 10 emails from them in one day. I have asked them many times to remove me from their database but they refuse to do so. The emails they keep sending me are not only spam, they constitute deliberate harassment.

  Business response

  03/27/2024

  Hi ****** - 

  We dont purchase emails from 3rd parties. We also don't send out 10 emails a month, let alone 10 emails a day. If you are subscribed to our email marketing and you don't want to hear from us anymore, you can simply Unsubscribe.

  We've gone ahead and done that for you after recieving the message transcript where you cursed out our chat bot. 

  Happy fishkeeping! 

   

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11/12/2023 I ordered an aquarium system from Waterbox. The website stated all orders would be shipped by 11/29/2023. My order didn't ship until 12/5/2023. That's not too bad so I dealt with it. I receive notification that "part" of my delivery is coming. The delivery driver contacts me and says he'll be arriving soon, I ask him what he's delivering and he states its the entire system, aquarium, parts, all of it. However, I receive an email followup that states the panels weren't sent. This means Waterbox intentionally sent me an incomplete aquarium system that cannot be assembled without the panels. They also don't allow phone calls to their business to speak to a manager or a supervisor. Their automated system says they're too busy and it hangs up on you. There's no way to escalate a customer service issue with them, I requested refund several times and I kept being provided empty promises of the panels being sent but no tracking information is being provided.

  Business response

  12/12/2023

  Most of the claims made in this complaint by the customer are not true. The issue was resolved within 24 hours. We have nothing further to address here. 

  Customer response

  12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because calling your customer a liar isn’t a response.  
  
  Sincerely,
  
  ***** ********

  Business response

  12/13/2023

  I'm sorry *****, but we have to defend ourselves against publically posted untrue allegations. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is the second door they sent me that was warped and chipped and now they are trying to charge me to send another tank stand. The customer service is horrible and not wanting to resolve the issue. By far one of the worst companies I have ever dealt with. Sending broken things to replace the already broken thing.

  Business response

  12/06/2023

  This is a duplicate complaint RE* ***** **** Same order/issue. 

  We've already responded to the original complaint, as well as responded to all coorespondence from the customer(s) directly.

  Business response

  12/12/2023

  Mr. ******** 

  We have offered a full replacement cabient - free of charge or a partial refund to keep the cabinet as is. You and/or Kelly have rejected both offers repeatedly saying you "did not authorize a replacement to be sent". Who is being dishonest here? 

  We have been trying to resolve this with you guys for nearly a year, but replacing the cabinet has not been a suitable solution for you, nor is keeping the one you have for a partial refund. The issue at hand is so minor and understandably not worth disassembling an entire aquarium set-up to swap out the cabinet, hence the offer of the partial refund. Instead of accepting either, you have spend a year trolling us on social media, commenting on multiple ads of ours making defamatory statements about the company. 

  I'm sorry that we have been unable to resolve the issue with you, but there are two options 1). Get a replacement 2). Keep what you have for a partial refund. 

  Like I stated above, those options have been repeatedly offered to you and Kelly and repeatedly rejected. As this point, we are unable to assist you any further with this matter. 

  Customer response

  12/12/2023

   
  Complaint* ********
  
  I am rejecting this response because: I’m not wanting a whole new stand I just want one door that isn’t warped unless you guys are coming out here to move it. Should have checked the stand before you sent it smart guy. But now you want me to lose all the money in that tank because you screwed up. That is not feedings and you know it. Stop sending people broken things and you wouldn’t have these problems. Take the price of the stand off the tank and make it right instead of making me waste money on your errors. You shouldn’t expect your customers to go through this because you messed up. It’s easy eat the price of the stand and this all stops. But I’m not going to waste my money hiring people to move this and taking it all apart because of your incompetence. I filed a complaint with bread too and they are not taking anymore payments until it is fixed. Keep playing games.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  My fiancé (retired military veteran) and I ordered a fish tank from waterbox. It arrived and when it was put together we noticed manufacture defects. We tried to resolve with the company. And when partial issue was addressed, it was also provided with damaged materials. We then reached out to the loan company we are paying for the product through and it was past the time allowed to file our complaint to get a resolution with them. They did not take into account that we had tried to resolve the issue, with no success first. And our issue with the company continued. The product is not as advertised and we are asking a partial refund for the issues at hand. The company instead of issuing a partial refund wants to send us a completely new part (the bottom cabinet) to “resolve” the issue. This does not resolve the issue as the customer (us) are then forced to remove everything from the tank and redo the entire process and ensure that our fish do not die from the stress. We do not feel in all out email communications that the company has resolved the issue or is willing to provide a reasonable response. If they specify they will defect a whole new cabinet ( for more money retail value ) then what they say the initial cabinet costs and what we are asking as partial refund, it makes no sense. Additionally, they do not have any representatives to speak with over the phone and do not provide you to management above whomever is communicating in email. I tried to get in contact with their CEO, but they do not accept communications through any social media platform and their email address I located was invalid. Provided below are just a few of the email communications.

  Business response

  10/18/2023

  ****** 

  As a resolution to your claim, you were offered either a partial refund or a full replacement cabinet. You wanted both, which was not an option. 

  These resolutions are still available to you. Our Claims Department has been responsive and working wtih you through the entire process. Additionally, we accept direct messages on both Instagram and ********* Please note our CEO does not manage or respond to our social media DMs. Making contact with the CEO of the company is not going to change the options offered to you to resolve your Claim. We are happy to work with you further on this matter via the Claims ticket you already have open with us, or a new email thread to ****************************** 

  Thank You!

  Customer response

  10/23/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  We were not asking for both as a response to our complaint, we were willing to accept the two options as a refund of $330, for a piece of equipment valued at over 2,000 (which in the part email to be sent was valued at over $3,000) did not sit right with us as a consumer. This is clear in my communication, I placed a cease on the delivery of that valued $3,000 piece of equipment since the replacement door was also faulty and shipped in poor health. In our email communications the partial refund was a minor fraction thereof the cabinet you were willing to replace in full. We do not want a new cabinet as was reported not to deliver to our address. We asked for a partial refund of the cabinet itself in total of the cabinet cost due to the defect and issue with the doors and cabinet construction itself. The company refused to issue this partial refund for the cost of the cabinet. We would like a fair assessment of a refund for the issue and the fact that is was not diagnosed properly for the potential structural issues with the cabinet. The product was sold not as advertised. 

  
  Sincerely,
  
  ***** *** *** **** *** *******

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a wavemaker on their website 2 weeks ago and the product has failed. Upon calling them back, they said it's a 3rd party product and not in the original condition. This should be visually disclosed at checkout to give customers an option to continue to purchase with that disclosure or not. Now, I have to call the manufacturer and go through them.

  Business response

  09/26/2023

  It is standard practice for any warranty claim on a product to be serviced through the company that manufactures the product. It is as simple as emailing their support email address instead of ours. We do not have on had the thousands of spare parts and peices that make up the various 3rd party goods we sell. Nor do we have the expertise that the manufacturer does in troubleshooting issues with their product to be able to best assist the customer. We provide after-sale support and service Warranty Claims on Waterbox products, and 3rd party manufacturers that we resell do the same on their goods. They are the ones providing the warranty, therefore they are the ones to service the warranty when a product stops working. 

  Business response

  09/26/2023

  It is standard practice for any warranty claim on a product to be serviced through the company that manufactures the product. It is as simple as emailing their support email address instead of ours. We do not have on had the thousands of spare parts and peices that make up the various 3rd party goods we sell. Nor do we have the expertise that the manufacturer does in troubleshooting issues with their product to be able to best assist the customer. We provide after-sale support and service Warranty Claims on Waterbox products, and 3rd party manufacturers that we resell do the same on their goods. They are the ones providing the warranty, therefore they are the ones to service the warranty when a product stops working. 

• Initial Complaint

  04/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  - Date of the transaction: March 23, 2023 - Amount: 587.85$ CAD - Reason for complaint: I bought the Eden 20, and it is advertised to work with most popular aquarium lights on the market which is completely false. After working with their customer support, I was informed that it would only work with the Aqua Illumination Blade light and pretty much nothing else. To add insult to injury, that particular light is not even available for sale in Canada, and they have no estimation on when it would become available, all they can say is that they are planning to sell it in a near future. I asked them to remove or change their advertising wording so that other buyers can be aware of this issue, but they refused, claiming that this is not false advertising. They even told me that it is unethical for me to expect them to test their products on “100’s of lights”, so apparently testing your product on a SINGLE light and then claiming that it would fit “most lights on the market” is completely normal and ethical. Our conversation ended with the representative telling me that the Aqua Illumination light is available somewhere in Canada so I just have to work harder and find it myself, and that this is not their responsibility since they are an aquarium company and not a lighting company… I did ask twice to speak to a manager or someone higher up, but both time the representative ignore the request and start talking about something else.

• Initial Complaint

  11/19/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello there I purchased a fish tank from this company about a month ago online it was shipped to my home in ******* **. Me and my girlfriend set up this tank and we didn't even have it two weeks. I was standing at my kitchen sink and heard a crack walked over to the tank in the left side of the tank on the outside of the glass was cracked in two areas. As I stood there I watched the crack grow, I hurried up and started dumping the water out because I was scared the tank was going to unload on my floor in my home. The following day started trying to contact the company. I finally got through to somebody and they told me to submit a claim so that's what I did , I originally submitted my claim with 35 pictures because I wanted to be thorough with my fight to receive a new tank. They told me i submitted too many pictures and to just give a couple. So I resubmitted my claim they came back at me the following day and told me that they're engineers said that it was just a scratch and then said thanks and that was the end of it sold for $1300. They literally gave me a three word answer and an email like sorry, I know you spent $1300 on one of our piece of c*** fish tanks but we aren't covering you for a new tank because the two pictures you sent us just show us that it's a scratch even though clearly in the pictures the crack was two different lengths which means the crack grew. We provided pictures with a level showing that the tank was perfectly level. There was nothing on the left or the right of the tank $1300 is a lot of money we do not have anymore money to get another tank to replace it nor are we taking the risk of listening to them say that it's just a scratch and then we come home and the water is all over the floor, there is no way this is just a scratch. A scratch does not grow on its own. These people are ignoring our phone calls and not answering our emails. Thank you.

  Business response

  12/19/2022

  BBB Reminder Consumer Complaint
  External
  Inbox
  
  Customer Support via **************************************
  11:37 AM (1 minute ago)
  to me
  
  *****,
  
  You can close this. We will not be responding. We've already worked directly with the customer.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩