Verified Company
Two poor experiences. One - I purchased aquatic plants and maybe a month later my tanks was infested with snails/ snail eggs. Disappointed but I’m not going to make it a big deal. Ten days ago I bought 4 Rams from there and one died. Like anyone else I wanted to have the fish replaced and was told there is nothing they can do about it there’s always a chance something will happen. While the statement is true it’s only been ten days. My husband also pointed out that it looked smaller and slower than the others (which I should have acted on at that moment) I have a thriving 75 gal tank and never lost a fish. I just find it in poor taste to not accommodate a customer in any way. Esp when it’s supposed to be a reputable location, I could have gotten these Rams for a fraction of the price at Petco
Reply from discusmadness.com
Dear Ms. Clark,
Thank you for taking the time to share your concerns.
Regarding live plants, it’s important to note that any non-tissue culture or non-hydroponic plants may naturally carry snails or snail eggs. This is common across the industry and, unfortunately, cannot be completely avoided. That said, there are many effective ways to manage snail populations so they do not become an issue. In fact, many snails are beneficial, as they help consume algae and contribute to maintaining a healthy aquarium environment by cleaning and aerating the substrate.
In reference to your Ram, we understand your frustration. However, a concern arising 10 days after purchase makes it unlikely that the issue originated from our facility. While larger chain stores may offer extended return policies, these are often not feasible for small, specialized businesses like ours.
Shortly after your call, we reviewed your situation and had a staff member reach out to offer a goodwill discount. We were disappointed that this resolution did not meet your expectations, and that the matter was instead shared publicly.
For over 30 years, we have been dedicated to supporting aquarium hobbyists of all experience levels. We take pride in serving thousands of satisfied customers and always strive to provide knowledgeable guidance and quality livestock, regardless of the size of the purchase.
At Discus Madness, every fish is quarantined and monitored closely before being offered for sale. While no operation is entirely free from occasional mistakes, we are committed to maintaining high standards of care and expertise.
We’re sorry we could not meet your expectations in this instance, and we genuinely wish you success and enjoyment in your future fishkeeping.
Sincerely,
[Mathias Scaglia / Discus Madness Team]
Thank you for taking the time to share your concerns.
Regarding live plants, it’s important to note that any non-tissue culture or non-hydroponic plants may naturally carry snails or snail eggs. This is common across the industry and, unfortunately, cannot be completely avoided. That said, there are many effective ways to manage snail populations so they do not become an issue. In fact, many snails are beneficial, as they help consume algae and contribute to maintaining a healthy aquarium environment by cleaning and aerating the substrate.
In reference to your Ram, we understand your frustration. However, a concern arising 10 days after purchase makes it unlikely that the issue originated from our facility. While larger chain stores may offer extended return policies, these are often not feasible for small, specialized businesses like ours.
Shortly after your call, we reviewed your situation and had a staff member reach out to offer a goodwill discount. We were disappointed that this resolution did not meet your expectations, and that the matter was instead shared publicly.
For over 30 years, we have been dedicated to supporting aquarium hobbyists of all experience levels. We take pride in serving thousands of satisfied customers and always strive to provide knowledgeable guidance and quality livestock, regardless of the size of the purchase.
At Discus Madness, every fish is quarantined and monitored closely before being offered for sale. While no operation is entirely free from occasional mistakes, we are committed to maintaining high standards of care and expertise.
We’re sorry we could not meet your expectations in this instance, and we genuinely wish you success and enjoyment in your future fishkeeping.
Sincerely,
[Mathias Scaglia / Discus Madness Team]
