Cleair Aquatics Reviews (%countItem)
Cleair Aquatics Rating
Address: 110 8311 Westminster Hwy, Richmond, British Columbia, Canada, V6X 1A7
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Absolutely horrible service from Cleair Aquatics I purchased one of their 130 Gallon aquariums in January 2018 from a *** here in Calgary AB only to find out upon set up that multiple parts were missing I contacted the *** and they replaced all but one panel for the top of the tank as they didn't have that part I then contacted the Rep/Owner and was told that the part would need to be ordered from the manufacturer plant in China but due to the Chinese new year it wouldn't be shipped till the middle of February. We are now 5 months later numerous calls, texts and emails with little to no response from this company
The excuse the owner keeps using is that he is having some personal issues at the moment
The last time I called him he said oh I'm sorry I am with my lawyer right now I will have to call you back and hung up .
DO NOT BYE ANYTHING FROM THIS COMPANY OR YOU WILL REGRET IT !!!!!!!!!!!!
Initial Business Response /(1000, 6, 2018/09/07) */
Contact Name and Title: Owner
Contact Phone: ***
Contact Email: [email protected]
I did receive the phone call from the customer. Actually, the tank the customer bought has been delivered to *** store for a year that the warranty already past. In addition, the store never mentioned this situation to us. Even under such circumstances, I still ordered the covers in our expense but unfortunately the shipment came in wrong model number cover! It's still kept in my warehouse. Just during that period, I encountered a weird charge and have to see lawyer frequently. I remembered the customer called me and I answered it came wrongly and said sorry. I didn't expect the customer started telling everybody the our service is bad and son't buy tanks from Cleair! I didn't blame him butI still order new one just for protecting the local store because the customer said he wanted to return the tank. I've already ordered the cover from the factory but hope the customer could appreciate my effort. The small business is so difficult to run here. I hope you guys could also support the small business owners and don't spoil the customers. I don't think it's right and a kind action to tell others not buying our products after I took effort for his covers. It's also the reason I don't like to talk to him but send the cover on receiving from the factory. Thanks for your understanding. Johnny
Initial Consumer Rebuttal /(3000, 8, 2018/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this explanation their was never any mention that the warranty was expired when I purchased the tank (tank was purchased new from local fish shop)
I have been in contact multiple times with the local fish stores general manager in regards to this issue and they also have not been able to get a response from the Clair aquatics rep
I do appreciate Johnny's efforts but it has been 9 months since I first contacted him even if the wrong panel came in the first time why did he not say so and reorder
All I want is what I paid for
A complete aquarium system
I do realize how difficult it is to run a small business as I have one myself but when one of my customers has an issue I do whatever it takes to resolve said issue I don't make excuses
Final Business Response /(4000, 10, 2018/09/19) */
I appreciate the customer's response and will send him the correct parts ASAP but it'll take a little more time because I did receive the wrong shipment. I'll be leaving for China this weekend and will will see the factory sending me the correct parts in person. Sorry for the long time delay. thanks again. Johnny
Final Consumer Response /(4200, 12, 2018/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept this solution provided I recieve a shipping confirmation , delivery date and tracking number for the shipment