Garnelio Reviews 11,606

Poor service via mail. Received wrong order. They needed one week to send it again. They stated that it was sent out and i took 2 days off to wait at home for the post to arrive. When they received my complaint the apologised and said that the order was not shipped out yet that it was a mistake that they thpught that it was already shipped out. They do not respond on mails and phone. Crap customer service. Would not buy here again at all. They need 2 days to respond to one mail.

I placed three orders with this company; the first two were sent to the wrong address. The shipment contained livestock and the person who received it had to send it to the veterinary authority. The company admitted it was their mistake. When I ordered a third time, I quickly sent them an email to remind them not to put the wrong address, but they informed me that the wrong address was put again on the package. When I asked for a refund of the package, they stated that they will only offer a refund if they receive the package in return. Once again, this package contains livestock. How am I supposed to get my refund if the refund is dependent on receiving the order back when it was sent to a wrong address. I do not recommend this company.

if i could give this "shop" a 0 it would be 0, i ordered first time my order from garnelio and it was late night monday, tuesday was holiday, okay, and there is wednesday and i politely send message to check out when my order is going to come, no answer, same as thursday, and they answer on friday telling me they are going to send my order on next monday. there comes a monday and no message and no information about order after they promised to send on monday.
I am telling everyone as friend, dont order from this "shop" if i can even call it like that, their customer support is 0 and they are liars.

The neocaridina crabs I bought were not as described. They were supposed to be white blizzard crabs, but only one out of fourteen was white, some had no white at all. I am really disappointed, as the crabs were expensive.

I bought shrimp food twice and various products were sent to me from Greece. They arrived well packaged and carefully packaged. My shrimp love your products and your prices are very good, even for shipping. Thank you very much.

Would give 0 if possible in any way. Horrible service, no customer support or anyone who speaks English. They just take your money and dont care for your order at all. Worst experience ever

Was nice to order plants you don't see much of here(ireland).
Well packaged and all plants looked great upon arrival. Had one small issue with the order but was quickly and easily sorted by customer service. Will be ordering again soon

The shrimp arrived in good health and well packaged with a heatpack.

My experience with Zierfische/Garnelio is an unbelievable sequence of failures with what was a single €300+ livestock order. This is extremely disappointing and I was given a solution that I can't accept.

My shipment contained missing livestock and five dead/rotting snails, including Mieniplotia and a Tylomelania perfecta. Mieniplotia I made an order of 12. Two arrived as empty shells and two of them were rotting and foul smelling. The Tylomelania perfecta was also an empty shell.
For a company specializing in live animals, this level of DOA is simply unacceptable and a failure of basic quality control.

The situation became exponentially worse when I discovered a high-value substitution: I paid for six Blue Berry Snails (Notopala) at approximately €12.99 each (€77.94 total), but instead received six Orange Spot Filopaludina, which only retail for about €4.00 each (€24.00 total). This substitution of an item less than a third of the ordered value was discovered after they had already issued a small €35 voucher to cover the initial dead/missing livestock. The magnitude of the incorrect species error dwarfed the initial issues and was never addressed by that small initial voucher.

My profound disappointment grew further as customer service dragged on resolving a follow-up shrimp order for three wasted weeks. When that fell through and I requested a refund for the substitution, they refused to refund the full €83.94 I paid for the high-value items I never received. They insisted they would only return the price difference (approx. €55.94), essentially trying to force me to keep snails that I didn't order nor want. This final policy is insulting and ridiculous. I had planned future business of over €700 and they are aware of that (I provided them a large list of more expensive shrimp that I wanted), yet the company chose to lose that customer loyalty over their failure to correct a near-€118 of different mistakes. I will be escalating this matter through PayPal if unresolved and strongly advise caution when ordering high-value livestock from this profoundly disappointing retailer.

The only highlight was the kind lady on the phone and she also responds to emails. Props to her. Hopefully you get a better place of employment soon

always care about the animals!

My experience with this company from between January to May 2025 was far from proper, but that has drastically changed for the BETTER!

Currently, the company has gone through major inner changes which includes a few things:
1. Customer support - replies feel human like and that someone wants to sincerely answer my questions. After such contact an email is issued with a request to rate the experience with customer support. I encourage everyone to use them to rate the contact in all cases - positive and negative - because such feedback gives the company opportunity to further develop.

2. The animals are packed in double bags and are not overcrowded in them. During postage on hot days there was a chilling pack added to the box as well as a small food sample, which is a very nice bonus.

3. Because I had no need to initiate a complaint I was told that now the information about refunding the money is being sent only after such refund was done and not when it was initiated. That also is for the better.

4. To my question regarding an English version of contact form with customer support and complaint form I was informed that this is on their to-do list. It is understandable it takes time for such technical issues to be done. So with high hopes I'm waiting for that to happen.

My newest experience from 13th August 2025 shows that an honest opinion can be a lot of help for a company willing to improve. Garnelio definitely does that for the benefit of their animals, customers and themselves as well. I wish them to be a role model company.

My very first order from Garnelio. I've ordered same snail at first I was a little sceptical not for Garnelio but for delivery service in my country but at the end everything was perfect.
The animals arrived alive well good packed and I'm very glad and happy about it. Thank you Garnelio for such a good and positive experience.

Amazing range and availability. Very fast shipping

I had the pleasure of recieving my order within a couple of days. Even if it said 1-2 days i received after 3-4 days.. that was no issue for me. It was handled good and everything arrived safe.
I would definitly recomend this site for anyone that want to expand their hobby

I had the pleasure of recieving my order within a couple of days. Even if it said 1-2 days i received after 3-4 days.. that was no issue for me. It was handled good and everything arrived safe.
I would definitly recomend this site for anyone that want to expand their hobby

I am very disappointed because this site seemed so nice and stocked so many things i can't buy elsewhere.
I ordered 10 caridina pareparensis shrimp and a single land crab. It shipped a week later (despite the site promising next day shipping), and arrived surprisingly quickly after being shipped. Animals were healthy, but I recieved 9 shrimp instead of 10 and they looked entirely different from the photos on the site, and instead of a geograpsus ("berryclaw") land crab I recieved a large hermit crab. They were clearly aware that the geograpsus crab was out of stock and I assume they simply took me for a complete idiot? Either way, there really isn't much I can do. After nearly a month of email exchanging I ended up finally receiving an email about getting reimbursement for the crab (not the shrimp) back, but not without them asking me to ship the hermit back first after a month of having it and being forced to set up a tank for it. I appreciate getting the money back, but shipping was very expensive, and the sole reason I even ordered from the site was the land crab, so I more or less wasted 60 euros for nothing.
Order shrimp and crabs from a better site, I will not make the mistake again.
I am willing to change my review if I get properly reimbursed.

I ordered two Violette Matanokrabbe (Syntripsa matanensis), but unfortunately, one of them arrived dead. At the same time, both the male and female Astacus astacus (European crayfish) were also dead upon arrival.

I have submitted a complaint and provided photos of the deceased animals, but it seems I’m only receiving automated responses. I keep being asked to send the same pictures and evidence repeatedly, which I have already done. After that, I get no reply, and when I try to ask questions, I just receive the same requests over and over, with no progress on the matter

I ordered 10 assassin snails from Garnelio to help with a snail infestation in my aquarium. They arrived on time via overnight delivery, well-packed in a plastic bag with water. All snails were healthy, alive, and exactly the size I ordered. Great quality and excellent service—I'll definitely order from this shop again. Thank you!

I had a poor experience with Garnelio. After placing my order, I received no shipping information or updates. Without any notice, they decided to split the order into two separate shipments.

The fish arrived first via overnight GO service. Despite careful acclimatisation, they were extremely pale and looked nothing like the quality shown on Garnelio’s website.

The second part of the order, shrimps and other animals, arrived a day later with standard DHL. They were in very poor condition, a few of them didn’t survive the trip.

Customer support was unresponsive and unhelpful throughout the process.

Never again.

After support from Garnelio (Anna Marek at NatureHolic GmbH) I hereby adjust my rating. Got good help (New delivery free of charge)

Important, in case of delivery or product problems ALWAYS use their contact form (available on the page)

It is only then that Garnelio works, they have procedures and as a customer you need to follow these. Always take a picture, as the support will come back with various follow-up questions, wise.

Important regarding delivery, if you live in Nordic countries you need to choose a faster shipping option, otherwise the postal package will be lying around over a weekend.

So below is history, I will continue to buy from them.

-- | Old history |--
Ordered 10 neocaridina shrimp and some food and supplements, from Sweden. Placed the order at 11 am on Monday (7/4), noted that they only ordered transport on Wednesday (9/4)...

This caused the delivery to be stuck during a holiday (Saturday/Sunday) and then the transport took almost a week. Arrived Monday afternoon (14/4).

When unpacking, only 5 shrimp were listed, not the 10 I ordered and paid for.

The packaging and heat were good, but the shrimp did not cope with the change and died.

On the online order, a product was not supposed to be delivered (it was suddenly out of stock) But when I received the goods, the product was included. I assume you have the order against current stock, not the product that is shipped

I have written to Garnelio and received a receipt for the matter, but they choose not to respond. I will update the review if/when I get an answer.