Big Al's Aquarium & Pet Supercentres - Scarborough — Attraction in Toronto

From the moment my adventure began on a hopeful Saturday, February 17, my experience with Big Al's Aquarium & Pet Supercentres in Scarborough has been nothing short of extraordinary. Embarking on a quest to set up a new aquarium, something I had pondered over for years, I made a call that set the stage for what would become the epitome of customer service excellence.

The voice that greeted me on the phone was warm, informative, and brimming with enthusiasm. Although her name escapes me, the kindness and expertise she offered in those initial 10 minutes of conversation left a lasting impression. Her eagerness to assist led her to connect me with Michael, a specialist in aquarium products whose knowledge and passion were equally riveting. Michael’s invitation to visit the store was the beginning of a journey I didn't know I needed but am now so grateful for.

Upon our arrival, Michael dedicated an hour to us, guiding us through the myriad of products with a patience and thoroughness that was both refreshing and enlightening. His ability to articulate the benefits and challenges of each option showcased a level of expertise and care that is rare in today’s fast-paced retail environment.

Following our visit, Michael’s commitment to our aquarium dream didn’t wane. Despite the store's closure on Mondays, he ensured everything we discussed was ready for us by Tuesday evening, demonstrating a level of dedication that goes beyond mere customer service.

Our encounter with Lee Tomlin, the manager, further solidified our belief that Big Al's is a special place. Lee greeted us with a warmth and professionalism that made us feel both valued and understood. The store’s innovative approach to customer engagement, allowing us to experiment with aquarium designs using a semi-open display, was just another testament to their commitment to customer satisfaction.

Lee, Michael, and the entire staff at Big Al's have shown us that their approach to business is not about making a sale; it's about making a connection, understanding the needs of their clients, and providing an unparalleled level of service that truly comes from the heart.

The dedication, professionalism, and genuine love for what they do have made a profound impact on my wife and me. It’s evident that everyone at Big Al's, from the owners to the employees, shares a common passion for not only their work but also for enriching the lives of their customers.

To those I know and those I have yet to meet, if you are contemplating where to begin your journey into the world of aquariums or any pet-related venture, look no further than Big Al's Aquarium & Pet Supercentres in Scarborough. It is a place where excellence is not just a standard but a foundation for meaningful relationships and exceptional experiences.

My heartfelt thanks go out to the entire team at Big Al's for not only assisting us in our aquarium journey but for also making our experience a memorable one. Your professionalism, dedication, and warmth have not only made our lives more colorful and warm but have also added a layer of meaning that extends beyond the confines of business. I wholeheartedly recommend Big Al's to anyone looking for quality, care, and a touch of magic in...

⭐ 1‑Star Review: Big Al’s Aquarium Supercentre

Title: “Big Fish Dreams, Tiny Returns 🐠 — Disappointed & Frustrated”

I really, really wanted Big Al’s to be the aquarium paradise everyone raves about — after all, they claim to have one of the biggest selections in town. But my latest visit left me deeply shaken, disillusioned, and frankly, out several dozen dollars.

Walking in, the place does look impressive on paper: banks of tanks glimmering under lights, rows of decor, filters, food, and accessories crammed into every shelf. But the sparkle ends there. What greets you behind the scenes is neglect. Some tanks had hazy glass, dead algae, and a few fish gasping near the surface. I spotted a few carcasses floating in corner tanks — a sight no pet lover wants to see.

I decided to take a chance on a couple of plecos (small catfish), hoping their hardiness might give me a better experience. Within 12 hours of acclimating them, one was already unresponsive. Shocked, I rushed them back to the store, clutching the dead fish in a bag, expecting at least some acknowledgment. Instead, I ran into pushback: “Did you bring a water sample with you?” the staff demanded — a requirement I never saw indicated on their return policy. When I questioned that, I was told “it might be your tank’s fault,” even though I’ve had a stable, established aquarium for over a year.

They offered 50% store credit — not a refund — which felt insultingly insufficient. I accepted it (reluctantly) just to salvage value. To add insult to injury, while waiting, I noticed more dead fish tucked away behind tanks, and some tanks utterly poorly maintained.

Customer service was spotty at best. Some employees were courteous, but most seemed uninterested, aloof, or irritated by questions. A few rolled their eyes as I asked about tank filtration or care. For a store that proclaims expertise, the staff’s attitude was shockingly anti‑helpful.

To sum it up:

Livestock care is irresponsible — multiple tanks had dead or dying animals. Return policy is unclear and unfair — the “you need a water test” demand was never disclosed. Staff attitude is inconsistent — you might find one helpful employee, but others act annoyed. Overall value is poor — a big promise, but small, shady delivery.

I had high hopes. I left with a fish fewer, my trust shaken, and a resolve never to buy live animals from Big Al’s again unless things improve drastically.

If you’re considering visiting or buying live fish here, tread carefully — their fishroom may look like an aquarium wonderland, but behind the scenes, there’s decay, neglect, and too much guesswork.

Verdict: Big Al’s has the size and the hype, but lacks the integrity, care, and genuine customer service to support that reputation. I give them 1 star — because 0 stars would feel meaningless but might be...

Ugh.. it’s always the small animal section. The poor chinchillas. The only thing safe for them in their current enclosure is the hay, pellets and water. Chins have very sensitive digestive systems and are natural chewers so you need to be careful about what goes in the cage. Here’s my message to management:

They will not be able to digest the puppy matt currently in their cage. they need anti pill fleece liners. No open spaces where the bars are so their feet can’t slip through (it can be fully held down by the granite slabs you sell). the ledges that are wire have to go also (feet slipping through) but can be replaced by kiln dried pine shelving. Maybe look for metal ones so you can easily clean them between chins coming into the store. the wheel is 1) way too small and 2) plastic. You don’t offer a wheel in your store appropriate for a chin (must be metal or wood, 15 inch min and no middle bar). I would just remove. They don’t need it for now. ALL plastic must go. Replace everything with wood/ceramic/metal. Use the critter bath as a hay feeder, use the chin huts from kaytee (the other wood huts you haven’t aren’t chinchilla safe), the hut that you twist into different shapes (there’s one in there already), and a Timothy/grass hay hut. I can see they have chewed the plastic already so this need to be done asap.

If you don’t make these changes, people will be purchasing chins that are already sick. And let me tell you, an exotic vet is not cheap. And besides that, these chins deserve a happy and safe home while they are under your care and responsibility.

If you choose to make these changes, I would be so happy to come down to your store and see the progress! It’s all about learning :)

I genuinely just want these animals to be safe. They deserve that at the bare minimum while...