I have complained about Pond Matrix as not all the media included was pumice stones, some were pebbles and this is not acceptable. I paid for a biomedia, not pebbles. These I can collect anywhere for free. Response was not satisfactory so asked the complaint to be escalated further and asked for the complaint policy, but was ignored since. Seems like they take your money, but the customer service is less than poor. Therefore 2 stars. A good company has an excellent aftersale service, unfortunately Seachem is not one of them.UPDATE 17/02/2021I have just received 500ml tub of Matrix as a replacement/goodwill gesture. That I am grateful for, but I had to pursue the complaint via many emails and it took so long, hence the feedback. To be completely honest, there was a parcel sent from USA in December and was lost, so Seachem tried to send me a replacement earlier. I just don't understand why was it sent from so far away and money and logistics included when it could be simple posted from UK. Nevermind, I will never understand.
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