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Svar från Heronspetworld

27 nov. 2025

We would like to take the opportunity to reply.

Long story short - customer placed an order on Saturday, it was dispatched on Monday, and delivered on Wednesday. Please note that the customer was never promised next-day delivery.

Please find our communication with the customer below (original spelling):


Customer - Nov 25 at 07:10

Good morning, I have just received an email confirming my delivery will not be arriving today. Please cacncel this order and refund my monies as I do not deal with a company that cannot uphold its delivery timings. This is not managing customer expectation so please cancel the order as I will not be accepting it when it arrives as it is a very poor and unacceptable service

Our reply - Nov 25 at 12:30

Standard polite reply with parcel and order details, ensuring the customer that the parcel is on its way. There is a character limit and we would like to post as much as possible.

CUSTOMER - Nov 25 at 13:08

Thank you for your email however the item was due to be delivered today but was changed to tomorrow. As the delivery has not arrived as per the original instruction I rate companies on their performance by the delivery and you have failed. I will be refusing the delivery tomorrow and expect a full refund and will not be using your services again.

Please ensure prompt return of my monies

OUR REPLY - Nov 26 at 12:03

Dear Dave,

Thank you for your kind message.

Please kindly note that we do not deliver ourselves and rely on external couriers to deliver our parcels.

Delays on our side are non-existent, and over 99% of our parcels are delivered on or before schedule.
FedEx is one of the absolute best on the market. It's not a budget carrier, and we upgraded your delivery method to FedEx Priority free of charge due to the higher value of your order, but unfortunately, it's impossible to guarantee next-day delivery and there are no carriers that can offer such a guarantee.

What we can do is resolve any issues that arise promptly, and we always do our best to do so.

In no way is our aim to trick you into becoming our customer, and it is absolutely your prerogative to choose the companies you wish to deal with.

If the parcel does get delivered and accepted in your absence, please let me know, and I will be happy to provide return instructions for you. We will naturally refund your order in full once it gets back to us or if we receive a notification that the parcel has been refused at the door.

As we enter the holiday period, all courier networks are getting overloaded, as they do every year, and the chances of lost, delayed, and damaged parcels are going up. I hope that this does not happen to you with your holiday shopping, but if it does I hope you will not be too harsh on the shops you buy from and will be met with customer service that will be satisfactory for you.

If I can be of any further assistance please do not hesitate to contact me.

Kindest regards,
Ilona

CUSTOMER - Nov 26 at 13:39
Thank you for your email,

I understand it is not yourself that delivers the parcesl however it is you that uses the courier companies to deliver.

The delivery was meant to be 0850 - 1250 today which was originally meant to be yesterday and I was advised to contact you again in relation to if I did not recive the delivery during my slotted time and as you can see it is now 1334 and still no delivery therefore please refund my monies as if I had ordered it from Amazon I would have recived this with 24 hours.

Very poor service and please understand that customer satisfaction is how your company is rated and at the moment you do not have much rating with me.

I am sorry that I even bothered ordering the the pet supplies from you.

Therefore please return my monies to me as a matter of urgency as you have now had my money since saturday and it is now wednesday which is now 5 days and I have no product for my monies.

I will leave a review on trust pilot for you as this is a joke of a service.

Svar från Heronspetworld

Uppdaterad 27 nov. 2025

The customer had a bacterial bloom caused by improper maintenance, which coincided with the change of food. A 57l tank with 20-30 fish, partial water changes once a month.

Please find the relevant communication below:

OUR REPLY TO INITIAL QUERY:

1. How big is your tank, and how long ago has it been set up?
2. What kind of filtration system do you use?
3. Can you describe your maintenance routine - how often is the water changed and in what quantity, do you clean filter media and how.
4. What fish are kept in that tank?
5. For how long has the food been used since the first fish died?
6. Have all fish died at the same time? When did you notice it?
7. Have you noticed any other fish missing?
8. How many fish in total do you keep in that tank?
9. What is your feeding routine and do you use any other feeds?
10. What is your most recent reading of NH4NO3 (ammonia), NO2 and NO3 predating fish's death?
11. Can you tell me what is your current reading of ammonia, NO2 and NO3?
12. Can you tell me what is your KH and how often you check its level?
13. Has your water gone milky or cloudy at any point in the past month? Does your water ever get cloudy after your water changes? Have there been any other water discolourations in the past two weeks?

CUSTOMER:

1- 57L
2-internal filter
3- tank is has a partial water change once a month ish (which also removes dirt from the tank) filter media is riser in the tank water that’s removed (planted tank so never do a full tank clean.
4-guppies, mollies, tetras, Pleco and corydoras
5-tank has been set up for over 2 years with 0 issues
6- all tetras are dead! Corydoras have died and the mollies. Only fish left is plecos and guppies. Noticed Sunday morning.
7- nothing else missing
8-20/30 small fish. Has been like this for 2 years as was just a tank swap
9-fish are fed a small pinch of food daily or every other day if I forget! This has been the same for years. Normal fish are fed flakes from a proper pet shop.
10- no idea as that was around Xmas I last tested.
11- tank had a full water change yesterday to try and save as many fish as possible.
12- same as 11
13- water was cloudy and milky sunday AM! This has never happened to me ever!

The last change in the tank was February which was adding 5 extra tetras

This is absolutely awful and I need reimbursement for all this!!
Also for my wasted sunday and cancelled plans for yesterday

OUR REPLY:

Here are the most possible reasons for the tank wipe in the scenario you described:

1. With a 57L tank and 20-30 small fish it would be recommended to make partial water changes every week, or a bigger change every fortnight (but a weekly change would be much safer, since you overstock), especially if you do not monitor NO3. In time KH naturally diminishes and KH works as a buffer for pH. If it drops below 6 then pH becomes unstable and when that happens ammonium, which is not harmful by itself gets converted into ammonia, which is deadly to fish. A spike in ammonia can wipe the whole tank - at first a few more vulnerable fish perish producing another ammonia spike and so on. That would also produce a bacterial bloom (milky water). Replenishing KH is one of the main reasons for water changes, other than removing nitrates.
2. With a small tank, even if it's heavily planted, NO3 can easily build up to unsafe levels with just a monthly partial water change, and when it goes over a certain limit, the weaker fish can perish, causing an ammonia spike.
3. You mentioned milky water - it is a sign of bacterial bloom, which is caused by a disrupted nitrogen cycle. There are several reasons why that might happen, but waste buildup is the most probable in your case, unless there's been a power outage during the night. Bacterial blooms aren't dangerous by themselves, but it is a sign that ammonia and NO2 is not converted to NO3 quickly enough. The bacteria also consume a lot of oxygen and it might cause some fish to suffocate.

The review followed.