ComplaintsforWaterBox Aquariums

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an aquarium from this company as a gift from a relative. It came with a very low quality (but very expensive) aquarium light. I explained that the light was very loud and that I wanted to return it for either a refund or store credit. I was told that it could not be returned because it was opened. I offered to return them a new, unopened identical light from the manufacturer (who offered a replacement when I asked them if the light was supposed to be so loud). The company rejected this offer. They are refusing to accept the return under any circumstance as it has been "too long" since it was shipped. As this was a holiday gift, there should be an extended return window as I did not even receive the item when it was first shipped. Additionally, as a light is often not used for the first 1-2 months after setting up a new aquarium, the return window for a light that comes with a new tank should also be extended. It is unacceptable to not allow this item to be returned.

  Business response

  05/10/2022

  Business Response /* (1000, 8, 2022/04/28) */ Hello********, Our Return Policy is 30-Days. We only accept new, unopened items for Return. A Restocking Fee applies to all Returns. Our Return Policy can be found here: ************************************************* Beyond being months outside of the acceptable return window, we cannot accept the return of a light that was provided to you as warranty replacement for the defective one you received, as it would have a different serial number than the one we originally shipped to you. Consumer Response /* (3000, 10, 2022/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) You refused to accept the original item. You refused to accept a factory-new item. This is not acceptable customer service. Business Response /* (4000, 12, 2022/05/03) */ The customer just repeatedly disagrees with our Return Policy. Certain policies are necessary to protect the brand and the business. There is nothing more we can do to assist this Customer.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an aquarium from Waterbox and I am having issues. The water inlet grid is too large, allowing my fish to swim into the filter sock where they perish. The aquarium has killed fourteen micro green neon rabosa, One black ram cichlid, one rainbow fish, five red cardinal tetras, two diamond tetras, and a lovely and rare cobalt blue pearl angelfish. I tried to make a guard of sorts, but that restricted the water flow, and the pump started making to much noise. It seems like they only care about their bottom line, not about the the fact that they have created an aquarium that kills the very thing it is supposed to protect. When contacting the company, they suggest making a fish guard. Like that's my responsibility. Nowhere does it say on the description that the aquarium is for large fish. I am sending a picture of the space between the teeth on the waterbox compared to the teeth on the inlet for a traditional canister aquarium filter. You can see how long and wide they are and how easy it is for a fish to swim thru and then get sucked into the sock and die. The teeth on the water box is about 1.25 inches long and 1/16th inch wide making it very easy for most freshwater fish to get trapped and pulled into the filter system where they die an awful death.

  Business response

  03/31/2022

  Business Response /* (1000, 16, 2022/03/04) */ The Customer has submitted this complaint to you because her fish died. She also submitted the same complaint/dispute to******* and lost. We are an aquarium company that sells inert, glass boxes. We do not claim anywhere, ever that our glass box is guaranteed to keep your fish alive. That is up to the pet owner. Our weir teeth spacing is standard. It cannot be compared to the teeth spacing on a canister filter, because they are two different things. She should add a fish guard or other barrier over the weir teeth if she is keeping animals small enough to get through and having an issue with them dying. We've never received such an outlandish complaint before. Erica D********* Director of Operations Waterbox AquariumsTM Consumer Response /* (3000, 18, 2022/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, just an incredible lack of customer support. The only time they have been nice was when I called to purchase the aquarium. I didn't want anything free, nor was I trying to get a discount. So it would be impossible for me to "lose" with*******. And calling my complaint "outlandish" is just wrong. You need to set up a tank in your showroom and stock it with community fish. You will see that they swim thru the weir, get stuck in the sock or in the plastic used to hold the sock, and die. When you address the issue openly and honestly without trying to make me out as a villain. You will see that it is an issue. And then you can come up with a solution. Weir guards or just changing the tank's description is for larger fish. It would help if you did it because you are genuinely concerned about my complaint. It would help if you did it because you strive to make fishkeeping an enjoyable hobby. All I ever wanted was someone to call me and show genuine concern and help me figure out how to keep the fish from going into the weir. You must have better ideas on keeping the fish safe or better ideas on how to make the weir safe. I tried so many things, but it restricted the water, and the pump would start making noise. All I have ever gotten is pushback and bad customer service. Genuine concern and suggestions were all I wanted. At this point, I have hired a company and paid them an $450.00 to remove the back housing on the aquarium. Because I was not getting any help from WATERBOX and I couldn't figure out how to make the weir safe. Business Response /* (4000, 20, 2022/03/09) */ Hi *****, I am not sure what recourse you are seeking here with the******* payment dispute and this BBB Complaint. When you originally spoke to our Customer Service team about the issue you were having with keeping very small fish and them getting through the weir, we suggested using a FishGuard to futher block the weir and keep your fish from getting through. This is common product that is used by people who keep very small animals to protect them from getting sucked into the overflow. Your reponse to our Customer Service representative when they made that suggestion was "that should not be my responsibility". If you are not willing to get the product needed to stop the small fish from going into the weir, then I do not know how to help you. If you change your mind and would like to get a fish guard to protect your animals, one can be found here: *********************************************************************************************************************************************************************************************** Consumer Response /* (4200, 22, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) You know exactly what your "customer success" agent emailed me." And now you are just being untruthful. She said, " If the fish were so small that they fit into the weir teeth, then FASHIONING some sort of fish guard would be recommended." And to that, I said, "It is not my responsibility." Because I had already FASHIONED many things. I used zip ties and weaved them through; I tried filter floss and lead plant weights. But nothing worked. It was a battle going back and forth, trying to keep enough water in the casing to keep the pump from screaming and trying to save my fish. She never gave me an option to purchase those fish guards that you sent me a link to. NO ONE GAVE ME THAT OPTION EVER. Which looks perfect!! But once again, I am getting dressed down, and you are not being honest. Saying, "If I was unwilling to get the product." A product I literally just learned about when I read your response. Because if I had seen them, I would have bought them. And it would have saved me a lot of heartache and money. Because I spent $450.00 dollars to remove the backing and another $400 for a canister filter. This is my first aquarium, I did not know weir guards were a common thing. How would I?

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a Waterbox 7225 Peninsula on Thursday, May 20, 2021 in the amount of $4,399.00. Order Reference Number # ****. It arrived damaged with a substantial chip on the front right corner of the display tank and a damaged cabinet. I contacted the company same day and informed Jessica S****** ************************************ who told me to submit a claim form on the company website and to include pictures which I did. I've attached an email confirmation of the claim form. I was told I'd hear back within 48 hours and never did. I've tried contacting the company numerous times since. In the time since then, the tank has started leaking and has essentially become $4,400 piece of garbage with no word from anyone at Waterbox.

*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. ↩