There is no customer service, but when your bank goes to dispute the charge, they immediately respond through email. The email that they responded with is nowhere on their website. Just a very sketchy business. I received my floating plants and Java Moss, and they were extremely dry. The Red root floaters that I ordered were so dry that they would just dissolve in your hands. read more

complete scam would not honor the discount code they advertise everywhere. won't discuss any order except on a chat live people at the store say they can't help you. I would not buy anything from them read more

Place is a total scam stay away. I ordered a large driftwood with plant which should measure between 11 and 13 inches. See attached photo it is barely 7 inches long. Tried calling and talking to the owner just to get the run around. They tell you they don't have an email address that you need to communicate with the shop through a live chat on their website that does not exist. read more

Modern Aquarium - There i no chat on their website like Mike told me from the shop. He said that is the only way to communicate with the store - Aquarium Services Near Me - Ronkonkoma, New York

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Ordered plants and snails. They were sent via FedEx two day but didn't arrive for four days. The plants and snails were frozen (note that they shipped from Florida, not New York). I tried planting the plants anyway but they were clearly dead. The snails just floated in the tank for a week and also appear dead. The company will not issue a refund or replace the items because I didn't take a picture of them immediately after unpacking. They offered me a useless 20% of coupon that I will never use because I will never order from them again. read more

Received a box - seemed well packed but the items inside were someone else's! This order was plants and snails - two of the snails were dead (THAT is a smell no one wants to experience) mailed in plastic baggies with no water, and out of the 4 different plants only 1 had roots, the others were clippings. They weren't what I wanted but I put them in water anyway in case I wanted to add them to a second aquarium, but 1 of the plants (the largest) turned to slime within a day. Ended up throwing them all away, nothing was salvageable. Multiple calls to the cell # on the website over a week ("you need to submit a message in our chat") and multiple messages to their chatbot (which doesn't reply for days) and its over a week without receiving my order. I told them today I wanted to cancel the order, suddenly they say it has been shipped. We shall see. Which I had seen these reviews before I ordered, from now on I'll try to buy aquarium supplies in person to avoid this nonsense. read more

Some of the plants were contaminated with pond snails and were covered with algae. I wish I had researched this company before I placed an order. Now my tank is infested with snails. read more

NO STARS IF I COULD! Ripoff company My order arrived FROZEN and won't even give me the time of day. WARNING! Just a really bad experience with these crooks. read more

Modern Aquarium - Aquarium Services Near Me - Ronkonkoma, New York

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Ordered 4 - packs of 5 nerite snails. total of 20 snails I received 19 snails and 3 dead and was shorted one! they came back after a week of waiting on answer that they will give me an $18 credit, and they are out of the snails!!! not only that but now I will have to pay shipping on their mistake!! I did not pay shipping on my first and only order because my total was 94.00 but because of their mistake in order to get the snails ( which they don't have any) I have to pay the extra plus shipping I DO NOT RECOMMEND THIS COMPANY AT ALL. read more

DO NOT BUY FROM THIS COMPANY!!! THEY ARE A RIP OFF. I bought plants and substrate from them and was charged the protection plan for shipping, where it states on their website they will refund or replace ANY damaged item. The bag of substrate was damaged and leaked all over the box and my house. I took photos and sent an email requesting a refund. The person on the other end of the emails told me my photos only showed a small hole in the bag and they would offer only a store credit. I explained I was charged the "dispute protection plan" and I want a refund NOT a store credit. That's the last I have heard from them. I called and talked to some guy who said "Oh Yeah we will have customer service reach out with an answer by tomorrow" that was 2 weeks ago. I can't say this enough, DO NOT BUY FROM THIS COMPANY. Save yourself the headache and the money. read more

I love my snail family. They each arrived healthy and have thrived. I am so grateful to you all!

ordered 3 plants and an insulated box. sent two of the items in a regular box in winter! packing slip had the three items listed without the price and with the third item crossed out. no price adjustment for not having the correct box or third item. total scammers. going to file complaint with Ohio Attorney's generals office for fraudulent sales. read more

A little conflicted but I see why someone could have a terrible experience. First I ordered a 12 pack of plants, 2 other plants of my choosing, and a 5 pack mystery snails on a Monday morning.  Pros: Snails arrived alive and active, Free shipping via FedEx 2 day over 79.99. Good selection of plants at good prices. Plants arrived clean and parasite free. Order arrived same week. Cons: Customer service does not exist. I tried to contact about my order shipping via live chat and email and never got a response. I got my tracking same day order arrived. The site said awaiting fulfillment until the day order arrived. The 12 variety pack for 49.99 was actually 6 plants with 2 stem "bunches" each varietal. Some I can't even call a bunch as they chose some green onion looking plants for me that were not attractive and had like 2 long leaves. I expected 12 varietals so this was disappointing.  Overall I feel as though if you want to order from this company make sure to order on a Monday morning or over the weekend so you get your order same week hopefully. Don't expect to talk to a person so hopefully there are no issues with your order. The free shipping is nice considering other companies charge up to $59 dollars for the same. Dont buy their variety packs for plants, pick your own if you want to know what you get and not be disappointed. Company seems to be in NY my order shipped from FL in case it's pertinent. Expect you will have to trim some yellow leaves but overall plants were clean and pest free. Will likely shop again knowing all this. You may want to use PayPal to ensure security in case you need to refund/return. read more

Buyers beware!!! These guys are scammers! Do not buy from them. Go and read reviews first, i really wish I had. I spent over $100 on plants and didn't even get all of my order. I was missing two of the most expensive plants I bought. I have tried reaching out but they have yet to respond. They refer to their online chat for help, but it always says they will be available the next day, but never are. I'm trying to save everyone their money, please go buy from another honest seller. These guys are just dishonest a$$holes! read more

I have bought plants from other vendors in winter and they arrived with heat packs and insulation, were in good condition and they did well for me. These poor plants arrived in a plain cardboard box with 1 small peice of newspaper and were very cold. The stem plants look like overcooked mushy spinach and the others are not much better. The cardinal plant might be ok. The only one out of 18 plants! I called their phone number, got a recording that stated operators can not take calls regarding orders and to contact them at link on bottom of web page BUT there is no link! I eventually found that there is no guarentee or refund on plants. So $70 wasted. I have bought drift wood from them and was very pleased but will no longer shop there. read more

Excellent selection of everything for who are aquarium lovers customer service extremely responsive selection is unbelievably fantastic and yes, pricing is even better best of all when you order online shipping is very inexpensive and fast read more

I paid $95 for 8 plants and received the tiniest things I've ever seen. Practically clippings. Horrible customer service, takes hours to get a response on weekdays during work hours. Not only that, but when I did receive my "plants" (4 days after ordering) one of them was dead, and worse I GOT A SNAIL INFESTATION. Yes, a snail infestation. From plants. I noticed something strange floating in my tank an hour after putting my plants in, and like any normal person, I looked closer wondering "what is that?" after further inspection, I realized, it was a baby snail. At first I was sad "aw, poor thing must be dead" so I got my tweezers and picked it out. I set the snail down on the table, and to my horror it started sliding itself towards the edge. For a moment I thought I would just put it back in my tank because I did not want to kill it, and then came to the reluctant realization that I did not know what kind of snail it was. I had to murder a baby snail. I am now about to search my tank for more, while hysterically crying. DO NOT SHOP HERE.​ read more

Bought 15 lbs of aquarium rocks. They were clearly packaged poorly and allowed to tumble during shipment. I received a box completely ripped open with 2 small rocks inside. Contacted support about replacements and was told that they couldn't trust that it happened on shipping. Provided pictures and everything. I've got better things to do than fake a rock theft. Clown show. read more

I purchased five items from this specialty plant aquarium shop online. I was charged for a six item that I didn't realize until I was that I purchased was three 's for 595 just the bulbs mind you not the plant. I received I an email to the owner and have not heard a word back from them . turns out that the sixth charge was them charging me for their shipment protection program, which they advertise as being part of their shipping, but they charge you two dollars for it without it showing up on your first remainder of the plants were OK nothing special nothing I couldn't get local pet shop Petco Petsmart any of those last people I do business with again ever. read more

I find this site very expensive, they gave us only a stem. We found a warehouse they sell a bunch for lesser price, very nice aquarium plants in that warehouse. For me it's better to see it live than ordering online. In the picture it shows a lot of plants, but when I got it only a stem read more

I have had aquariums since the 1970's but never never had much luck with live plants. My 36 gallon bow front with typical topicals (Mollies, Tetras, etc.) was OK with some hardier plants, but my 65 gallon tank with Discus grew lots of algae and killed off pretty much every live plant . . .. I knew using RO water for the Discus tank was a likely cause. I stumbled upon the Modern Aquarium website and noticed their storefront was less than 30 minutes away. I called and they made it clear that, while I was welcome, all of their plants were shipped from Florida. I took the drive and had to be buzzed in. Small shop with some tanks stocked with fish and snails. Various shelves with treatments and equipment. Most of the action appeared to be in the rear of the premises for their online business. But the guy who let me in spent a good 30 minutes discussing water chemistry, substrates, treatments/fertilizers, etc. He made multiple recommendations without any pressure to buy from them. I left with some Netrite snails, a bottle of liquid fertilizer and a ton of advice. I ended up changing out my old glass gravel for a more plant friendly substrate and using the liquid fertilizer. Positive results with my existing unhealthy plants were apparent over a two week period. Also, the snails did a great job cleaning virtually every surface of the aquarium. I then happily ordered some plants, more snails and wave scissors from Modern Aquarium over the Labor Day weekend. The scissors arrived that Wednesday and the plants by FedEx two day shipping on Friday. Everything was in good shape. The Wisteria were just shoots with no roots and were very curved. But I weighted them down and within 36 hours they were straightened up and have been reaching for the sky. The Tiger Lotus and Cryptocoryne Wendtii Green are also thriving. So, unlike some other reviews here, I was very pleased with their customer service both in person and via mail order. I'll be back. read more

Modern Aquarium - Aquarium Services Near Me - Ronkonkoma, New York

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Order medication n plants with them Horrible customer service they won't answer their phones or live chat keeps saying they won't be there for three days n by email ...I tried to cancel the plants for three days now n got a automatic email saying the plants are shipping still ! read more

Do not purchase your plants here. I had an issue with part of my order and they made 1000 excuse and placed all the blame on me. Two plants died after 7 days and the rest are thriving but its my water quality, my light, my ecosystem, basically my fault ? loosing a customer for $8 worth of plants seems like an ineffective business model but that's what they did. read more

I have ordered several times from this vendor over the last year or so and have always received healthy looking plants. Unfortunately, on this last order of almost $100, I received a package of frozen plants that were dead and falling apart. Given my history of never having complaints on orders and having evidence I did not think this would be so difficult to get a replacement order or refund. The owner seems fairly responsive, so I anticipate a response. They all seem to be about the same thing (No refunds or replacements on damaged orders and poor customer service) which I don't believe is a coincidence. I used the live chat on the website to detail my complaint and sent pictures of the damaged products and the tracking information showing the delay. FedEx delayed the shipment by two additional days which I assume one of which just sat in a truck in the middle of winter waiting for delivery which was documented in the tracking information. I never received a response despite following up multiple times throughout the week and even saw that the messages were viewed in the chat and deliberately ignored. I finally sent a direct email to the vendor and received a dismissive response saying the plants look fine and it was because they were in a dark box they are "a little discolored" and that I should just put it in my aquarium. I think anyone who owns an aquarium knows how disastrous it is putting a bunch of dead or dying plants into your tank. It's fairly hard to show something frozen/defrosting as damaged in a picture which is why a vegetable still looks fresh after defrosting or how people still find whole mammoths in the ice from 10,000 years ago. If you defrost the mammoth and let it set out for any period of time I am sure it would not go well, same to be said about any plant. Especially ones that can't tolerate lower than 70 degrees normally sitting in a delivery truck in the middle of winter due to delays. The potted anubias looked okay at first till I pulled it out of the wrapping and noticed it was frozen solid, the anacharis was brown and mushy, and the dwarf sag was still defrosting and falling apart despite my attempts to see if I could salvage some of it. The plants that were still frozen or defrosting were immediately thrown out. I am not going to hold on to something that is dead until it falls apart while I tell it to relax and that I just want to take some pictures of it like Jeffery Dahmer. The federal Lanham Act allows civil lawsuits for false advertising that "misrepresents the nature, characteristics, qualities, or geographic origin" of goods or services. 15 U.S.C. § 1125(a). I filed a report with the BBB and FTC where I saw more complaints of the same nature, so it seems the vendor has difficulty handling these types of disputes well. I don't think it's appropriate to have a 100% live delivery guarantee on your front page if it's not something you back up despite evidence being provided. I am incredibly disappointed in how this all played out as I always received good orders before this. My advice to others is if there's any problems in shipment with your order then you'll have a lot of challenges in making it right, so hopefully nothing goes wrong. It seems to me the vendor was deliberately making the process more difficult due to lack of responses, being dismissive, asking me to submit even more pictures and detail the damages as evidence after sending them pictures and tracking information twice prior to that. As a business, you're better off eating the cost of a return as I would have continued to purchase from you. It's even more baffling that I had a history of making purchases with you with no complaints until now and I was treated so poorly. You clearly do not care about the people who purchase from you and only the money you make off of us. I will not be shopping with this vendor again. read more

I ordered plants and have not received them and no one will respond to me via live chat or phone call. I will be contacting my back to dispute the charge and filing a complaint with the BBB. read more

What a fantastic resource for aquarium plants. But alas, the worst support I've experienced in a long time. It's such a shame because I thought I could be environmental use bottles to make plant-only aquarium's. I called and emailed and got just about zero response. My delivery arrived today and they told me to go to the website to figure out how to maintain the plants I bought. WTF? They know what they shipped so why not include a small list of what to do now? And looking online at each of the plants did NOT answer my questions (this is my first experience with aquarium plants). Needless to say I won't order from there again. Hopefully my purchase won't go to waste. read more

Do not shop with this company! There was a problem with my address from their end and FedEx couldn't deliver my plants, so they said Modern Aquarium needed to contact them for a reroute. I tried three times to get them to do this and they said, "There's nothing we can do for you." They refused to refund my money or resend my order. That's beyond poor customer service and outright thievery. I even offered to pay for the shipping on fresh plants and they've ignored my emails. This place is a scam! read more

Had bad experience with company. Will not do business with them ever again. Ordered plants for aquarium. Two of plant bulbs did not sprout. Contacted company several times. Sent photos of bulbs that did not sprout. Company refused to replace bulbs even though they say they want customers to be satisfied. Company stopped responding to email. Filed BBB complaint. Company responded but included false information in their response. Avoid doing business with this company. Check out complaints on BBB site and on reddit about Company before you buy from the. There are many complaints about this company. read more

I wish I reviewed Yelp before ordering. I purchased snails, and they arrived dying or dead. Maybe 1 or 2 survived. They were packed in a plastic bag with no water. I called a few times and have yet to receive a response. Another example of poor service and product coming together. read more

This experience has been super frustrating I made an order 12 days ago paid with my American Express card n waited a weeks. Delivery was supposed to be in 5 days I waited a week before calling I called txt email n absolutely nothing no call no txt no email no nothing but they were quick to get there money Iv went to there online chat many times n left many messages but they never replied back in any fashion. This must be a con or theft ring or just a awful customer service experience to say the very minimum I can't recommend this business at all. I'm clearly gonna have to call my credit card company and inform them of this problem. Shame on you guys for ignoring your customers read more

DON'T BELIEVE the 100% Live guarantee!! I've been a loyal customer for over two years and the FIRST time I had dead snails delivered, I asked for a replacement shipment. Not only did I not get replacements, but they would only give me a partial refund equaling less than half my payment to them! I tried very nicely to get them to make it right and I was finally told that "this is the way it is". They have definitely lost my future business. read more

Had shipping related to weather, then FedEx didn't deliver first day they could. Week later plants showed up with obvious damage to cold. Planted anyway to try and save what I could. Day two, obvious nothing was salvageable, called and left voicemail 5 minutes after opening shipment. Left chat message everyday, no response. read more

I ordered medicine for my aquarium. It arrived with one month left on the expiration. I emailed them and they said I could not return it because it wasn't expired yet. Not exactly the best customer service. It seems that either they don't care, or they are dumping off their old supplies. read more

BEWARE. Snails shipped via FedEx Ground that took 12 days to arrive, and packaged in sealed plastic bag with about 1" of water. Not surprisingly, snails were dead on arrival - there was no doubt, as they smelled awful. But just to be sure, I put them in their own tank - all 5 floated and stayed floating for 48 hours. I then disposed of them. When I contacted customer service on Friday, they responded on Monday and suggested the snails were just inactive but still alive. Oh no, these snails were definitely DEAD! They then refused to assist me because I had not taken photos of the dead snails prior to burying them. Almost $35 down the drain. :( read more

BEWARE: if you order by mail, check their return policy very carefully as there is a long list of items they consider 'non-returnable - including artificial logs!!!! I got burned for $80 by this group read more