we are the followed (16.09.2017 14:53)
Bought my Guinea pigs and fish from here, staff were lovely and very helpful. Pets are in very good condition and I am very happy with the service
Lolly D (09.08.2017 09:09)
Poorly trained staff giving out bad advice.
I bought 8 guppy fish from Dover on Monday 7th August, less than 48hrs ago and all 8 are now dead! One died within 2hrs of entering the tank, a further 5 died during the course of yesterday. Three were within an hour of each other. The final fish was floating at the top of the tank when I got up to check on him this morning.
I bought the tank and all the other equipment on Friday 4th August and was told to set up the tank and let it run over the weekend, which I did. The member of staff told me I could put fish in the tank on Monday 7th.
Later after setting up the tank, I called the store again to clarify when I could put the fish in the tank. She told me again, Monday 7th, late afternoon. The phone call was recorded as I record all calls because the medication I take for various conditions results in brain fog and affects memory.
So late afternoon, with my very excited daughter we head to the dover store, water sample in hand, to purchase our new fish friends. The man tested my water and said that all was ok and I was good to go. He told me I could fit 8 guppy in my Aqua One 28L tank. He also told me it would be ok to buy all 8 in one go. So I chose the 8 fish. Which he carefully put in a bag after giving me a form to sign. No explanation of what the form was for.
The staff member told me to float the bag in the tank for 10 minutes, open the bag and let some water out and replace that with some water from my tank and leave for a further 10 minutes, which I did. Then release the fish and discard the water, which I also did.
Shortly after I noticed one of the fish wasn't swimming like the others. He swam on the spot low to the gravel, occasionally swimming up and falling back down. He then all of as sudden swam up and then fell to the bottom of the tank and died. An hour after that another fish started doing the same. When I woke in the morning and checked on the fish at 8am they were all swimming at the top of the tank. Quite quickly, during the morning one by one, 4 of the fish became slow and died. In the afternoon 2 more did the same and died 30 minutes apart. The final fish dies in the early hours of this morning.
After the first 2 had died I called the store and told them and the staff member, Simon, said they'd replace the fish. But not until after their delivery at 6pm.
After the next fish dies I called head office who said they'd refund the fish id lost. She then told me that the tank should be been running for 14-16 weeks before adding the fish, something I wasn't informed in store.
I am absolutely furious! I expected to lose one or two fish, but all 8 36 hours after leaving the store? Impossible.
We will be returning the tank and all the equipment bought back to the store this morning for a full refund. Never in my life have I experienced such diabolical service.
Sue Barnes (24.07.2017 12:21)
Helpful staff. Happy to help you. Vet Carl is great treats animals as if they were his own.
Tracy Long (31.03.2017 18:56)
OMG this shop is so expensive. The staff are always friendly and helpful and there is a good selection of pet products but it stretches your pocket to the max! If it wasn't so pricey I would use it much more frequently
