I purchased premixed saltwater for my reef tank from Artistic Aquariums in Chandler yesterday at…read moreapproximately 3:45 p.m.
This morning, while preparing to perform maintenance before leaving town tomorrow, I tested the premixed water with my calibrated digital refractometer. The salinity measured only 1.021, which is below safe level for a reef tank. Because I needed to use the water before my trip, I called the store around noon to ask what salinity they mix their water to and whether I could receive a refund or replacement if I was accidentally sold the wrong solution.
I went to the store so I could demonstrate that I had not used the water and to work toward a reasonable solution before discarding it. The employee working that day was new, working alone, and genuinely did everything she could to help me. She was kind, patient, and professional throughout the entire interaction. Unfortunately, she had very limited authority and had to repeatedly contact the owner for direction. My disappointment is not with her, it is with the ownership and leadership.
While there, we tested the water together. Their refractometer read approximately 1.024, while my calibrated tester consistently read 1.021-1.022. I recalibrated my tester in front of her and received the same results.
I wasn't demanding confrontational or disrespectful. I tried to compromise. I requested either a refund or, at the very least, a store credit since the product was less than 24 hours old and unusable for my aquarium.
The owner declined both requests. Instead, I was offered only two options as a "one-time courtesy":
* Dump the water and refill the container with more of the same water that day.
* Return within one week for a replacement.
Neither option was workable because I was leaving town the following day. I even asked if the one-week timeframe could be extended since I would be away, but the answer was no.
I also asked to speak directly with the owner. I was told he was too busy and would call me later.
What makes this even more frustrating is that the store has a posted 14-day return policy, to which should apply to this product per the small print, and this purchase wasn't even 24 hours old. The one-week limitation I was given did not appear to align with the store's posted policy or with what I believe is reasonable customer service.
To verify my equipment wasn't the issue, I stopped by Kona Reef and tested their premixed saltwater with my calibrated tester. Their water measured 1.025, confirming that my tester was reading accurately.
This isn't really about an $8 purchase. It's about accountability, consistency, and standing behind the products you sell. I made every reasonable effort to find a fair compromise, but I left without a workable solution.
If you value customer service and ownership that stands behind their products, I would encourage you to consider this experience before choosing to do business here.
