07/07/2026
To all our valued customers, especially those with pending transactions and refunds,
First and foremost, we sincerely apologize for all of our shortcomings. We understand the frustration, disappointment, and loss of trust caused by our sudden silence over the past few months. We are here today not to make excuses, but to be transparent, we're here to explain what truly happened, and take full responsibility for our actions.
Everything started in April, when the extreme heat became one of the biggest challenges our small betta fish business had ever faced. We experienced a series of DOA (Dead on Arrival) cases during shipping, which resulted in significant financial losses.
As the situation worsened, customer complaints also increased. We did our best to explain that the losses were never intentional and that the extreme weather was one of the possible causes. However, we completely understand that this was difficult to accept, especially for customers who experienced the same issue more than once. We also received comments questioning our fish conditioning and packaging, and we understand why some customers felt that way.
As our sales continued to decline, we eventually reached a point where our live selling sessions generated little to no income. Without enough cash flow, we were no longer able to process refunds as quickly as we should have, causing pending refunds and transactions to pile up.
We also acknowledge that we made mistakes in the way we handled some customer concerns. There were times when we allowed our emotions to take over instead of responding calmly and professionally. One of our biggest mistakes was our lack of communication. Instead of keeping everyone informed about our situation, we chose to remain silent. We understand that this only made things worse and further damaged the trust you placed in us.
Today, we want to begin making things right.
If you still have a pending transaction or refund, please don't hesitate to contact us through this page or through the Facebook accounts that will be listed in the comments so we can review and update your concern.
For those waiting for cash refunds, we kindly ask for a little more time and understanding. At the moment, my salary from my full-time job is our main source of funds for processing refunds. We are committed to refunding everyone, one customer at a time.
For customers who prefer a faster resolution, we are also offering betta replacements for eligible pending transactions and refunds.
In the coming days, we will also resume our live selling sessions. All earnings from these live sales will be dedicated to processing pending refunds. This is our first step in proving through our actions—not just our words—that we are serious about fulfilling our responsibilities.
We do not expect to earn your forgiveness or trust overnight. We understand that trust is built through consistent actions, not promises. That is why we are committed to fulfilling every obligation we have to our customers.
Once again, we sincerely apologize to everyone who was affected by our shortcomings—whether it was delayed refunds, poor communication, or the way we handled certain concerns. We take full responsibility for our mistakes and are committed to doing better moving forward.
Thank you to everyone who has waited patiently and continues to give us the opportunity to make things right. We will do our best to become more responsible, transparent, and reliable from this point forward.
- Sincerely Lexa's Betta Haven
