A Supply Issue That Could Have Been Avoided
I don’t typically share personal experiences like this, but after a recent, frustrating ordeal with D&D Aquatics, I feel it’s important to express my disappointment and share what happened.
This all started in July 2024, when my skimmer pump controller failed. With a mixed reef tank worth £1,000—comprising both SPS and LPS corals—I needed to quickly find replacement parts. After browsing D&D Aquatics’ website, I discovered they stocked the Deltec parts I required, so I was hopeful I could get my tank back up and running in no time.
For the past 20 years, I’ve been a loyal customer of D&D Aquatics, spending thousands of pounds on Clarisea and Deltec products, as well as utilizing their ICP testing services. However, the issues began when my £600 skimmer broke. I visited a local fish store I’ve worked closely with for years, and the owners, who I know personally, told me that D&D Aquatics is notoriously difficult to deal with when it comes to ordering spare parts. They simply couldn’t assist me.
Not ready to give up, I tried contacting a few other local stores, but each provided the same discouraging response. Since the parts I needed were listed as available on D&D’s website, I decided to take a different route: I applied for a trade account with D&D. This would not only help me get the parts I urgently required, but also allow me to supply D&D products to my clients as part of my marine tank services. Having access to trade prices would save my business some money, and I was hopeful it could be a win-win situation for both me and D&D.
I called D&D Aquatics and was put in touch with Dave, the local area manager. Initially, Dave seemed personable and helpful. I explained my business, my issue with sourcing parts, and how setting up a trade account could benefit both of us. Dave reassured me that he would help and that he was more than happy to open a trade account for me.
A few days later, I followed up with Dave, and he confirmed that everything had been approved on their end. All I needed to do was send over my details, and the trade account would be set up. During our conversation, I casually mentioned that I was well-acquainted with the owner of another local store. Not long after, we ended the call.
But after that, things took a surprising turn.
Days went by without any communication from Dave. I tried calling him, but he didn’t return my calls. I eventually reached D&D Aquatics again, hoping to get some answers. When I spoke with Dave, he informed me that because of my relationship with the local store owner, my trade account request had been denied. He told me I would need to go through that store instead. Despite this, he was unwilling to help me obtain the parts I needed, leaving me with an urgent problem and no solution.
Frustrated, I emailed D&D Aquatics directly—not as a trader, but as a consumer. I outlined my situation, explained the parts I needed, and requested their help. Once again, my concerns were completely ignored, and my emails went unanswered. It was clear that my need for spare parts wasn’t a priority for them.
As the holidays approached, I continued to struggle with my tank. Despite my best efforts to maintain water quality and perform water changes, things started to go downhill. I lost a significant number of my SPS corals and other sensitive species I had nurtured for many years.
It’s difficult for me to understand why Dave and D&D Aquatics would treat a long-standing customer like this, especially when I was trying to open a trade account in good faith. Their actions have not only severely damaged my opinion of the company, but they have also led me to make the decision to stop using any of their products in the future. I’ve already replaced my Clarisea SK-5000 with a RedSea ReefMat and purchased a new Nyos Skimmer. As for ICP testing, I will now be using Aquaforest for all my personal and client testing. Unfortunately, this means I will no longer be able to offer D&D’s new freshwater ICP testing service—a service I was initially excited to introduce to my clients.
But what’s most upsetting is that Dave’s actions not only damaged my relationship with D&D Aquatics but also risked my reputation with my local store. The reason I was denied a trade account was due to my connection with the store owner. Had D&D been willing to work with me, my relationship with the local store wouldn’t have been affected. In fact, having a trade account with D&D would have been complementary to my business and wouldn’t have competed with the local store. I would have continued to purchase from them as much as possible and only turned to D&D for parts they couldn’t supply.
Sadly, Dave’s decision created unnecessary tension, not only between D&D and me, but also between me and a store I’ve worked with for years. I now find myself in a position where I can’t, in good conscience, continue to use or supply D&D Aquatics products to my clients.
As a result, I’ll be reaching out to Aquaforest to see if they can offer a freshwater ICP testing service in the future. I’m committed to finding solutions that not only benefit my business but also allow me to continue offering the best possible service to my clients.
At the end of the day, it’s a shame that a company I once held in high regard has caused so much frustration and disappointment. Moving forward, I will be looking for better partners who truly care about their customers and their needs.
I be happy for D&D to reach out to me if they wish too.