We visit the Dominion Road one sometimes when we're out that way. Mainly because they have the sponge filters I like, that none of the shops out east seem to carry. We've never bought fish there and I hardly even look at the tanks because they look like they need a good clean. Can't say I've ever had an experience like that, but i've pretty much just gone in, got what I wanted and left. I think I spend longer at Animates.
I know they were being investigated a few months back. I worked at a pet shop 5-6 years ago, and the only times we ever lost animals (excluding fish) were when we had rats dumped on the doorstep in a cage and they were too far gone to save, or someone in one case gave us sick guinea pigs that needed to be put down. Both times I cried because it was just awful. I can't even understand then, how people, especially people working in the pet industry, can care so little that this happens.
I would make a complaint. If they've made the news in the past for neglect and it's happening all over again they deserve to be shut down.