Foster & Smith Aquatics Just Lost a Customer

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Etcetera

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I've been a long time customer of because of their great customer service, low prices, fast and low cost shipping, and of course, the variety and quality of the items they sell. A huge reason why I shopped here was because they did not offer any blatantly cruel devices for animal torture that we often see in the betta section and nano-tank sections of other pet stops.

However, I am very disappointed to say that that has changed. They stopped selling the much more reasonable Eclipse 3 and Eclipse Hex 5 kits in favor of this monstrosity:
I mean REALLY? 1.5 gallon for one betta is bad enough, and takes enough ridiculous maintenance.. but SIX danios?

Knowing how responsive their customer service has been in the past to my questions and concerns, I sent them a brief email conveying my disappointment with their choice to drop much more practical items for a novelty death kit, and the negative impact their selling of these items would likely have on their clients. I received a polite email the next day telling me that my concerns would be conveyed to the management. While this was mildly satisfying, I did not feel that the job was done.. so I also filled out a "customer testimonial" on the product. Each of the testimonials are filtered as well as edited for grammar/spelling/content, so I knew someone in the company was going to have to look at it. This was the response I received:

"Dear Customer,
Thank you for your feedback regarding the GloFish kit. We have contacted our Aquatic Facility director for his input and this is the information he has provided.

“These fishes are very hardy and are conditioned here at our Drs. Foster and Smith Aquaculture Coral and Marine Life Facility. When shipped, they are in top health and can withstand some fluctuations in water chemistry when first introduced. It is very important to follow the explicit directions supplied with each kit, which ensures the fishes safety. We have thoroughly tested numerous kits here at Drs. Foster and Smith, placing them in the hands of even novice or first time aquarists, with no problems. These small fishes do very well even in this smaller set up which has been thoroughly tested here at Drs. Foster and Smith. The filtration supplied with the kit along with following the directions and performing the proper maintenance provides a proper environment for them to thrive for many years of enjoyment”.

Please feel free to contact us with any questions or concerns you may have.

Sincerely,

Janis T
Supervisor
Customer Support
Drs. Foster and Smith

So yeah, I really don't like it when a company lies to me right to my face. I will not be shopping there or endorsing this site in any way unless they drop this product.

I urge other members to do the same and send your own testimonials with your opinions on the product. You can do so on the product page--near the description, there is a tab labelled "TESTIMONIALS," you should be able to easily submit your own there. They really do read them and send each person a response, so perhaps with enough people telling them the obvious truth, they will have to pull the product.
 

GemstonePony

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incidentally, on the page that link goes to it says no testimonials have been sent.
nice of them not to mention the monstrous amount of water changes required late to keep 6x3" fish even remotely healthy(I'm assuming, and maybe I shoudln't, that the filter is adaquate).
 

psalm18.2

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Hmm. Nice tank, but not for live fish, plastic maybe. Did you read the article about how a 20 gallon tank is ideal for the beginner? Interesting huh!
 
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Etcetera

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Apparently due to the influx of negative testimonials, they have actually disabled the testimonials tab on that page! I was not expecting any of the testimonials to actually be posted, since the site openly admits that they filter and edit each one--you have to be 'selected' in order to actually appear on the site. However, this means that someone does actually have to go through and read each one and submit legitimate complaints to the necessary outlet.

So far, of the people I am in contact with that have sent testimonials, each one has gotten an emailed response similar to mine, and obviously there has been a reaction.

So please, if anyone else has comments they wish to make about this product, please send them here:

Hopefully their next reaction will be to remove the entire page rather than one silly tab!
 

pepetj

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This is absurd. Should also be illegal.

Encouraging others to keep schooling fish that need some swim room contained in such small tank is not only of bad taste, it's frankly sad. Shame on them! Making profit out of this is immoral and unethical. Animal cruelty legislation don't consider fish or inverts as far as I know. That's not a reason to do this.

Who is making business decisions like this in this otherwise well reputed store? It would be wiser to offer some small and hardy inverts, like Red Cherry Shrimps and snails with Tetra SafeStart or alike for instant cycling. I would even tolerate a Betta as solo fish in this small tank but this is nuts.

On the other hand if I stop purchasing fish and accessories form LFS or online stores that mistreat fish or provide wrong advice I would be left with almost no options. My fish, inverts and plants need and deserve the best care I can provide so unfortunately, as much as I would like to follow etcetera's example, I won't. This store not only supported Fishlore as advertiser for some years, they do provide good prices and fairly quick service. Life isn't black and white, it's what it is. In this case they made a stupid business decision.

Pepetj
Santo Domingo
 

catsma_97504

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Well said Pepe.

I work for a company that brought in a new CEO who acted like we were a bunch of idiots and were too stupid to know how to run the business. This company was making ~$750mil in yearly profit. But in one short year, this new CEO changed our product line, removed many of our top selling products because it didn't fit his taste, and many more changes that has crippled this company. Today, it is facing bankruptcy and had the first negative bottom line in the 21 years I've worked there

Who's to say the same thing hasn't happened at DFS? Someone new at the helm making bad decisions?
 
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