** OLD USA ** DEPRECATED

Slow acknowledgement of order. Slow to process, pack, ship. Slow to respond to questions. Only 3 of 4 items delivered, but packing slip said 4 of 4. Week delay in sending out final item. Better is out there.

took awhile to ship out unfortunately but all the items arrived fine. only problem is that one of my marina breeder boxes shipped with two discharge caps instead of a strainer and cap making it unusable. the rest of the items were well packaged and in good condition

I am giving this three stars only because your store was the only place I could find the specific item I needed (canister part for the Eheim 2217/Classic 350). However, after I placed the order, I received an order confirmation email that said I would receive another email when the order shipped. I waited over a week for this email, and emailed customer service twice with no reply. I finally called and the customer service associate was very pleasant and helpful on the phone, but they told me the item I had ordered wasn't even in stock and that it was arriving in their warehouse on the following day. It took several more days before I finally got the shipping confirmation. The item arrived unbroken, although it took longer to arrive than advertised on the website according to the shipping zones even after it had shipped. This is frustrating as I paid 14 dollars for ground shipping on a light (although somewhat bulky) item. I believe it is the correct item, although I have not been able to inspect it myself as I am out of town so I can't say that with full confidence. It's fine that it took a while to arrive but I would have really appreciated an email update or even a notification when I bought the item that it wasn't currently in stock. I would have been happy to wait, but the lack of communication with me was very frustrating. I had no idea if my order was in the mail, processing, or simply hadn't gone through correctly. Thankfully I didn't urgently need the part but when you are selling supplies for people's pets it's important that things arrive on time or at least that there's communication from the store because it's possible that I could have urgently needed something and waiting without update on whether the item was coming or not could have been harmful to the pet's health, depending on the item. I'm not sure that I will buy from this store again, despite the good selection of aquarium products, due to the unreliability and poor communication. Please hire more customer service associates so that they can properly handle the workload. They were very helpful on the phone and I do not believe this issue is their fault but it did take quite some time to receive any email back. And I really believe that if there is a significant delay with shipping, the customer should be notified. I ordered my item on June 24th or thereabouts and it took until July 7th to finally receive it.

I cannot speak for the rest of your business, but used your Contact email and the reply was very slow. I actually had to send a reminder and still waited for days. In the end I gave up and purchased a different product from a different vendor.

I placed an order 2 weeks ago. I have tried to contact Big Al’s three times to find out when my order will ship and I still have not received an answer.