WOODSTOCK, GEORGIA -- I ordered three fish in early December. When calling to confirm the order mid December, I was informed that they had lost my order. I reordered them and asked for a verbal guarantee that it would be safe to take them home before Christmas. They said if they ordered immediately, there would be enough time to have them quarantined before picking them up. I picked them up on December 23rd. There was a fatality of a fish we had purchased months before on January 3rd, but we didn't place blame.
Later that night, my husband noticed that the new fish were covered with white spots. After some research, he discovered that this was a sign of ich. He immediately picked up some medicine for them. Sadly, two of the three new ones passed away that night. The next morning, we found the third one was deceased, along with three of our other fish. Please note that the new three fish came to us with Ich, and this was acknowledged by the pet store. They later made the excuse that they aren't responsible for whatever the fish "brings in from the wild". We were now at a loss of seven fish, totally over $200.
I immediately typed the letter and sent to Creation Reef. I have documentation of all electronic interactions. They originally offered to sell us the three fish that were infected with ich at store cost, but no other compensation. When questioning if we could purchase all the fish at cost, they added an additional condition that we must purchase unnecessary equipment for our tank at $100, before they would sell us ANY fish. We've researched the equipment and been informed that it is not necessary to purchase this equipment to maintain a healthy tank.
Similar to what the manager had suggested in one of the early emails, my husband used copper to improve the quality of the tank. However, they insisted that this would not be sufficient for the deal. Over three months later, they continue to refuse service because we haven't purchased the UV sterilizer, even though we have purchased fish from another store and proven that our tank is safe for new fish.
We were originally willing to accept their offer of purchasing the fish at cost. When attempting to purchase all seven fish that had died as a result of the infection, they added the condition that we must purchase a $100 UV Sterilizer before they would sell us any fish. After months of disagreement, we offered to follow-through with the original offer of purchasing the three Heniochus that were purchased at Christmas, but denied. Now, I'd rather get a refund and take our business elsewhere.