Fish Gallery | Aquarium Superstore — Attraction in Addison

I have been a customer of this company for a while. This is the first time visiting the new building since their move from Greenville Avenue in Dallas to Addison.

The curb appeal has greatly improved. The parking is much better as well. Entering the building, there is much to be imagined. No more welcoming koi pond and tree covering entryway; no more imaginative tanks and exotic LARGE fish that catch your eye. Instead, a very sleek and clean box style building with 3 long tanks and several smaller tanks on the opposite side of the store. Above is a lot of open space where it would be fun to have some features hanging from the ceiling like a fake large willow tree with leaves that hang maybe 12ft from the floor.

Walking in, I was not greeted. In fact, I was given more of a cold shoulder. So much to the point that the atmosphere felt disconnected, unprofessional and unwelcoming. Beyond that, the tanks were smaller... much smaller. The beautiful turtle we use to see swimming around at the Greenville location was bored in the corner and majority of the large fish and eye striking tanks were gone. We walked up to the counter (still no greeting) and asked about a trade in for 2 large fish. Mind you, I had already spoken to a man over the phone confirming the trade. He was as excited and enthusiastic as I was over the phone. MEREDITH, Standing with another individual was the person that was at the register. Still No greeting, I let Meredith know about the trade in. She looked at the fish and began to ramble about not having enough room and she can not trade them in. I explained there was another gentleman that assisted me over the phone that agreed to the trade and and insultingly she asked the other woman standing next to her "are they even healthy". And one of them chuckled. They whispered to one another and MEREDITH gave me a whopping offer of $10.00... ($5.00 each fish). I replied I will keep them and walked away, frustrated of the inconsistentcy I was given concerning my fish. As I was walking around CLUELESS of this new environment, NO ONE... and I do mean NO ONE greeted me. Luckily, I saw a familiar face from the previous store, LOGAN. LOGAN is nice! I said I remember you can you help me? Logan responded that he remembered me as well. :) (that's the good customer service I am talking about!! ) Logan helped tremendously, walking around with me for the next 20 minutes explaining what fish can not go in my 75 gallon and why. His customer service as well as TOMS has always been great. To the point I gave this place 2 stars instead of 1. There is another gentleman that has long hair and a young lady with hair short on the side... they are nice too ;). Go see them! They actually treat you better then 1/3 of a person like MEREDITH treated me.

After spending $99 for 2 fish, I had to really take time to process my visit to this building. In such an environment that was once so family friendly quite interactive and memorable, I truly am disappointed. I have spent hundreds of dollars supporting this business merely because of the level of service... after all, there are several other fish stores contain the same product.

I am truly shocked that someone like MEREDITH and her counterpart are employed in a guest front facing environment. Their level of service deserves something that does not come in contact with a customer and I am sure does not stand on your business values. Individuals like that make the company look bad as well as undervalue the kind people that do work for this company.

As we departed, a family was entering. MEREDITH immediately greeted them and assured she was there to help. Wow. Wow. I DIDNT get a greeting, NOR did we get a "have a nice day", thank you, come back and see us, thank you for choosing us, or even a small "bye"... Logan did thank us and give us a nice farewell.. I dont think her actions were a coincidence. I believe her biases showed... unfortunately, it showed to the wrong business woman. I would like to be contacted by your corporate office at your earliest...

I STRONGLY ADVISE AGAINST ORDERING ONLINE FROM FISH GALLERY.

I just had to contact my credit card company to contest the payment Fish Gallery received with my order on September 1st - now 5 weeks ago. Why?

First, they never sent my items, which were listed as "in stock" at the time of my purchase and also advertised as shipping same day. (Indeed, they have continued to be listed and advertised that way to the present day.)

Second, they ignored multiple attempts I made over an extended period to contact them by both email and phone to find out what was going on with my order.

Third, when I finally heard back from them - which only happened because I began including the company's President and Vice President as well as the Retail Operations Manager in my attempts - the latter person told me that my order had been canceled due to being out of stock. That's with no notice whatsoever to me, nor any refund processed. Their website continued to say nothing about my order ever having been canceled nor a refund initiated, either, but only that it was still "awaiting shipment."

Fourth, in much subsequent back-and-forth, the Retail Operations Manager first told me that my refund had been processed, then that he was going to have it processed, then that he had done his part toward processing it and finally that I should get it promptly. Again and again he said such things, but no refund has ever reached me.

Fifth, besides apparently being content to take my money without ever filling my order, and if possible never communicating with me about it, neither the Retail Operations Manager nor anyone else at Fish Gallery so much as expressed regret, let alone actually offered an apology for my mistreatment once I finally managed to get him to respond.

Sixth, when I brought up the complete lack of apology toward the end of my efforts to correspond with them, the President finally chimed in... to say that of course he was sorry about what had happened to me - but mainly to sarcastically tell me that he is a Very Busy and Important Man who shouldn't have been bothered by a trivial thing such as the fact that Fish Gallery was ripping me off and refusing to even talk with me about it. I was the one who had placed and paid for an order in good faith, and then in good faith tried repeatedly to get anyone there to talk with me about what was going on with it, and finally included him in the correspondence only because there was no other way for me to actually establish communication with his staff given their utter lack of response, but in his view I am the problem, not him, his company or its representatives.

Seventh, as I said, they've now had 5 solid weeks to refund my money and despite the Retail Operations Manager's numerous assurances, THERE IS STILL NO SIGN OF IT. As I promised them, I won't silently abide being cheated by them.

If you choose to try to purchase anything online from Fish Gallery, well, you can't say you weren't warned!

Now to complete my complaint about them to the Better...

This store had soo much hype yet when the new store opened it was really disappointing the Austin fish Gallery is nicer and even has a plant room I thought we would get something as nice here but the selection seems even smaller than the store they moved from, plus they no longer have the used/clearance equipment section which is a big disappointment yall are over an hour away the discount equipment was a fun and exciting thing to check out every time, yet now your equipment does not change much and your prices went up I mostly buy plants but your display area is much smaller than it used to be and not as nice its just a few cramped tanks in the corner near the floor. The saving grace and only reason for the 5 stars is Logan he has been there since the old location he has always been really helpful and he has a lot of excitement and positive attitude about fish and plants, I only visit a few times a year yet he remembers me and my wife by name and even remembers how many tanks I have and what I have as far as fish and plants, I am shocked every time, he always takes care of us too a lot of your staff is indifferent and grumpy at this location yet Logan is the good one in the bunch my visit before last I was buying plants and the gentleman helping me seemed bothered that I asked him if I could get some plants yall also had a bunch plants bagged up on the prep table by the tanks I asked if that was a new shipment and the gentleman said those are just old plants that are going to go to the trash. I asked if I could buy them instead of yall tossing them. he told me no that the employees would get to pick from them for themselves and the rest would go to the trash. He seemed really annoyed with me asking if I could buy at a discount what was left after the employees picked what they wanted. He raised his voice in an annoyed tone and told me to just buy the other stuff and stop asking and bothering him he went and started helping a young woman customer and did not even finish getting the plants I had asked for from the tank... after waiting 30 minutes Logan came in and I went and asked him if he could finish my order and I asked him about the plants on the prep table and he said they are going to the trash but he would ask the manager if I could buy them he went in the back and got the manager who sold me the plants at a fair discount. The first guy came and was rude and asked why I went to Logan when I was his sale I told him he never finished getting the stuff and waiting 30 minutes after he started getting the first plants from the tank was not acceptable I was getting 5 plants to start with and he got 3 and just left them in a bag on the counter to go help the young lady that did not even ask him for help. I was pretty mad my wife was mad about how we were treated, but thanks to Logan for apologizing the other guy and actually helping us if Logan leaves your store I will not be coming back. If you are shopping here ask for Logan he is great and will make sure you are...