Horrible Customer Service
This company should take a refresher course on how to deal with customers appropriately. They seem to forget that consumers have choices in who they deal with.
After my aquarium light died, I ordered a new LED light from pets and ponds. The ordering process was uneventful and as others have commented, their purchase email did not include an invoice. This was not an issue for me.
The issues began 5 days after the order, when I was first contacted because they had shipped me the wrong light. Conventional business practice would dictate that they immediately get you the correct product and they arrange return of the old product. I was asked to "refuse the package" and when they could see it was refused, only then they could ship out the correct ordered product. After some minor negotiation, they agreed to ship out the correct product at the soonest convenience under the agreement that they hold another $100 charge on my credit card. Again... I didn't make any fuss over this.
What surprised me was the shipment method selected by the company was a dead drop of the package at my door, not a method that I could actually refuse. Being unable to refuse the package my family member was kind enough to go out of her way and try to have Canada Post return it to the sender... This unfortunately came with a charge.
When I called to inform Jason, the leader of this bush-league operation that the package had been sent, instead of a thank you and informing me that he would take care of the reimbursement for shipping charges, I, the customer got an earful about how it would be cheaper if they had sent a waybill, how "frustrated" he was (yes, the "boss" of the company telling his clients how frustrated he is with them) and finally telling his client to send the receipt and he will "discuss" this with his co-workers to decide if and how much will be reimbursed. On further communication Jason, he furthered this by adding that "this was my mistake" that my family member tried to ship it back to them, and that I should accept responsibility for this.
I would urge Jason to wise up in his business etiquette. The old saying of "the customer is always right" still stands true today, and to other potential customers who wish to deal with this company, I would urge them to think twice.