** OLD USA ** DEPRECATED

Big Al's is the only place I found that carries the puppy food I need for my new puppy. I placed the order, received the shipping confirmation, yet the food was never received. I finally called to find out where it was and they explained they can't ship that food. Huge disappointment! Would have been nice for someone to contact me when they realized this, instead of me having to call them. Not good service when they barely give you an apology for food your puppy needs.

I recently purchased a number of items to set up an aquarium. The Seachem black sand that I purchased was extremely poor quality given the extremely high price. I contacted Big Al’s on several occasions, requesting to return or refund or credit or something and I heard nothing back. Not only that, I have submitted two reviews on that sand and neither review were posted. I did not use profanity which was suggested when I inquired why my reviews were not posted. I find it interesting given I received several other emails to review other products that I purchased, I reviewed them in a positive light, and those reviews were posted immediately but my negative reviews were not posted. Maybe if not just positive reviews were posted, I would not have spent, sorry wasted, money purchasing this sand, and it is not even really sand, it is clay. If I wanted to buy clay I would’ve bought a big bag of black clay not a big bag of black sand. And it is not even black, it is a dark gray and there was definitely some type of debris making it look just awful in the tank. I had to rinse that sand upwards of 15 times, I have done three complete water changes of the tank, the filter has been running for weeks and the water is still not clear. So not only am I am upset about the quality of the product I was sold, the fact that there is absolutely no customer service means I will not be using Big Als in the future. And given there are so many places to shop online, I would think that wanting to keep a long-term customer would be a little more important. And if you actually posted negative reviews, people would be able to make better decisions on what their purchasing. Because the only two reviews for this sand were extremely positive and that’s just not reality, especially if you read the reviews on Amazon.

I like Bug Al's because of the wide selection of fish, the reasonable prices, and the knowledgeable staff.

Curbside pick is terrible! It took over 48 hours to get any type of notice saying my order was ready for pick up. When I came in the store was told it was very busy that why they couldn’t pick orders, however I saw three people on the floor just standing and talking… it was only two items, I could have bought these items from Amazon for cheaper and gotten them in a day instead, will be doing this moving forward. Seems like curbside and customer service just lacks over at the Newmarket location will not be going back

I have not received my order nor can I get through to anyone regarding my order for our school. I had to go out to a local pet shop to see if they carried all the items we need. They do not. We will have to go to another aquarium store. If someone could please get back to us about our order and if/when it is coming it would be very helpful.