Reply from Aquatics Online
[REPLY]
- Reviews (550)
- Andrew
- 1 Review
Fast delivery, packaging excellent.
Ordered two 4 foot fluorescent tubes for fish tank. Arrived very well packaged with no risk of them being damaged. Also got two condensation trays which were equally well packaged. Excellent service, wouldn't be scared to use the website again.
- Rebecca Turnbull
- 2 Reviews
Really Helpful with Great Vendor Communication
I needed by order in a bit of a hurry and David stayed in close communication and ensured by delivery arrived on time. Really helpful personal service which makes a really refreshing change.
- Mr Hall
- 1 Review
Please avoid this company
Everything I ordered was "in stock" apparently. After waiting a week I called them and apparently none of it was in stock, some not even available any more. After a rather rude lady on the phone made me change everything for alternatives, I finally received my items, a further 2 weeks later!!! If you don't mind waiting forever for items you didn't really want, this is the site for you!!
Reply from Aquatic Supplies Limited
I have investigated your complaint this morning.
We did have a serious glitch with our stock updates which unfortunately were flagging products in stock and visa versa. This is now resolved.
There is no excuse for poor service... ever, but what worries me more is your comment that we made you change everything!
In fact it was three days after you placed your order when we spoke to you, having tried your mobile a number of times. We had noted the problem and you were given the option to cancel.
Purchasing from us should never be a poor experience and so I would appreciate the opportunity to speak with so that I can better understand what we did wrong and how we can ensure it never happens again.
I just tried your mobile again and it again went to answer machine. So perhaps you would contact me by email david@aquatics-suppliers.co.uk and I'll call you back at my expense and your convenience.
In fact I also note that your order was despatched and received by you 9 days after placing the order not as you describe. The delay being trying to get hold of you and the weekend. your order was shipped using a next day courier.
Regards
David
- Jeff
- 1 Review
Good range of products and good service
So far no problems dealing with this company.
- J Ellery
- 3 Reviews
Guaranteed satisfaction
I would recommend this firm to anyone, correction everyone. the choice is unbelievable but finding exactly what you want is so easy with their search system, ordering again is straightforward and payment, no worries.Overall one of the best sites that i have used.
- Anthony
- 1 Review
- Richard
- 1 Review
Poor delivery service
I use online for ordering lots of different things and always find the delivery time scale takes far to long compared to other companies. Also not always able to get the products that I need and have to source them from elsewhere!
- Karl
- 1 Review
Satisfactory Service From Start to Finish
Although I had to cancel my order due to the product being out of stock, I must compliment Adele for her swift response to my request for a full refund.
The full amount of my order payment including postage and packing was credited
back to my account within a couple of days.
I will not hesitate to use this company in the future as the website is priced well
and the availability of stock in general is very good.
- Stuart
- 1 Review
Perfectly happy with all aspects of service provided. Thank you.
Perfectly happy with all aspects of service provided. Thank you.
- David
- 1 Review
- Gerry
- 1 Review
Prompt delivery and enthousiasm for pond care.
Dear David,
Thank you for your prompt delivery of my order. Even though I live on the Channel Island of Guernsey you made sure I received everything quickly and kept me informed. You also demonstrate enthousiasm for the aquatic hobby with your newsletter. All the best,
- Ana Deepfriedpanda
- 2 Reviews
Nae bother
Speedy service and delivery. Will use again. Just as an afterthought, it was the only UK company I could find who sold the party I needed. Ten times the price from Fluval.
- Connie
- 1 Review
Very fast for such a long way to go
As I am unable to find any supplies for my no longer available aquarium in Australia it was great to find this online with such a quick delivery I will be using them for all my supplies.
- Linda Hudson ( and Lola)
- 2 Reviews
very speady and reliable service - Brilliant product
the python wather changer has got to be the best thing i have purchased since getting my new aquarium. it is so easy ( worth every penny)
. i attached it to my tap turn on the tap and empty the tank water down the sink ( no buckets) ,i turn the tap on to start the syphon and then turn it off, as soon as the water starts to empty, then i let the water come out on its own, its just slower and you dont waste water down the drain. I then i fill back up with a mixture of hot and cold water so the tank isnt to cold. i can do this because i have a mixer tap. Brilliant no bad back for me :-)
- Mr Kente
- 1 Review
Dissapointed
I contacted the company to see what had happened to my order and was told the pond baskets I ordered were no longer being sold singularly, even though the order had gone through. I was told an e-mail had been sent informing me of this, which never arrived. I was told alternative baskets were available after, and as, by this time the plants I had ordered had arrived, I needed the baskets urgently. But I was forced to pay for more expensive baskets and higher postage in order not to lose my plants. Ultimately paying approx £7 more. If the baskets were not sold separately any longer, then the order should not have been taken in the first place, and also, as this was the company’s fault, they should have put it right at no further expense to me. I will not us this company again.
- Paul
- 1 Review
Saved the day
Got a full list of parts - easy to use and the correct goods at a great price, What more could my fish tank ask for - well done
- Sean
- 1 Review
Broken light Tubes sorted in an Instance
I ordered some new aquarium light tubes. When they arrived, two were broken which at the time was frustrating. I rang the contact number on the receipt and couldn't get through, even more frustrating. However, within two minutes of me putting the phone down, the company rang me back. I explained what had happened and the very helpful voice on the other end of the phone explained what i needed to do, which was take photos of the packaging so that they could ensure that future orders were packed sufficiently. I did exactly as asked, e-mailed them to the address given. Within two days, I had my new light tubes (intact). I can't complain at that, so five stars for the excellent service.
- colin metalf
- 2 Reviews
1st class service
The 1st. time I used Aquatics on line I was a bit dubious but was very pleasantly suprised by the quality of the fish and condition the arrived. Having bought on line befor and received fish in dirty water and being very lethargic. From Aquatics on line the water was very clear and all the fish were very lively after putting them into my tanks they were feeding immediately. The delivery was on time and due to moving house I had to move them still in the box 1/2 a mile by buggy which would not have helped them at all. All fish have survived and are thriving well.
- Mr Robert Shearer
- 3 Reviews
Excellent service
After making my order, I received a telephone call within hours to arrange delivery.
A date was agreed and the fish were duly delivered as agreed. Fish were in good condition and so far thriving.
Service could not have been better!
- kenneth downie
- 2 Reviews
nothing fishy about this firm.
it is a pleasant way to look after your fish and very stress free.
- george
- 2 Reviews
easy to shop and all that is needed for the tank
the stuff came quickly and was packed very well
- Stephen
- 1 Review
Good selection. Great service
All as expected. Arrived within two days of ordering.
- David
- 1 Review
Misleading catalogue
I ordered a spare part kit for an Eheim filter. At the time the website said that it included the spindle and locking plate as well as the impeller.
Only the impeller arrived. When I queried this, I was told that the other two items were not included, despite what was said on the website. When I re-checked the website it had mysteriously changed and now clearly stated that the other two items were not included (although they were still pictured on the website)
I then ordered the spindle (the part I really needed) but was told a few days later that it was not in stock.
Reply from Aquatic Supplies Limited
I'm sure we should be able to get the spindle for you. Please contact me personally and let's see if we can help sort this out. Without customers we would have no business.
We certainly never intentionally mislead anyone and so i apologise if we gave that impression on this occasion to you.
Please contact me... I genuinely want to help.
Regards
David
- Ralph
- 1 Review
- Dave & Kim Goodale
- 1 Review
ABSOLUTELY RUBBISH EXPERIENCE
I have never dealt with a company like this, they tell you that they will price match, which I did, we didn't hear anything for a couple of days. I sent an email & was told they were waiting for the items to arrive (when ordered it showed they were in stock) we then received an email they wanted another £5.50, emailed & said we weren't going to pay & would like the money back & to cancel the order, Adele emailed back & put "not a happy bunny", I work in the retail business & that reply is totally unprofessional, I would not recommend your company to anyone & we will never use you again for any other items we require. Also we have ordered from another Company & there price was only £2.00 more for the same items not £5.50
Reply from Aquatic Supplies Limited
Firstly our apologies for what you describe as a bad experience. I think perhaps there was some misunderstanding here. The item you order was discontinued. It wasn't available anymore because the manufacturer removed it from their listings and replaced it with an alternative item. The additional cost that you were asked for came about because the replacement item was costing a lot more and as you know your original price was already very cheap.
I hope you will use our company again in the future as we truly value you as a customer. I can tell you that Adele actually argued with the supplier over the increased replacement product on your behalf. So I think perhaps there was a lack of communication here.
I personally would like to handle your next order and I'll do what I can to look after you.
Regards
David
- OB Williams
- 2 Reviews
Excellent
Matched price on internet and delivered faster than promised.
- Fabian
- 1 Review
Excellent product and service.
Very competitive prices and great choice.
- Ron Dawson
- 1 Review
Good Service
This company has a good stock of parts and good delivery service
- Tom knights
- 1 Review
Spot on, bit slow on delivery
Good price, well packaged just slow on delivery
- Steve Smith
- 1 Review
Easy to order
Nice and easy to order but why so expensive for postage and packing for such a small item
Reply from Aquatic Supplies Limited
Sorry that we din't get 5 stars! The problem of carriage has been caused by Royal Mail who have raised their charges considerably and changed the way of calculating the postage. Where before it was weight based now they are taking the dimensions into account. Perhaps the 3 stars were aimed at Royal Mail and not us?
David
- Sean
- 1 Review
Good Service and great prices
I needed to get some Eheim parts and performed a search on the net for what I required. Aquatics Online had both parts required and I especially loved the price match feature. I will definitely be revisiting this site in the future. The package arrived safe and securely and within the expected timescale.
- Kevin
- 1 Review
Delivered on time, well packed, quality product
Good selection of quality products, at very competative prices. The website was easy to use and ordering was straightforward. Delivery was on time and all products arrived safely. Will be using them again in the future.
- David
- 1 Review
Very efficient with good range of products
I found all the spare parts I needed for my Eheim external filter tank. Easy to order and at good prices.
- Mr Smith
- 1 Review
- Norman john
- 1 Review
NOTHING FISHY ABOUT THIS COMPANY,JUST GREAT
DELIVERY IS THE BEST I HAVE KNOW AND THE SELECTION OF GOODS IS OUT OF THIS WORLD
- Vanessa
- 1 Review
Value for money
Great service always willing to help. One ideato give even better service is to email customer if product delayed or not in stock. Otherwise will always use you.
- Sami
- 1 Review
0 to shrimp in 48 hours
We bought the Hobby Artemis Incubator Set & Waterlife Shelless Artemis 250ml. We loved the fact the company offered to match a cheaper price if found elsewhere. On both items I found sites where they were sold cheaper, Aquatics Online matched the cheaper price. Everyone loves to save money, so saving money & getting what you want from one website is money saved in heaven.
We were emailed when item was sent & delivery was quick.
Recommending Aquatics Online is a huge must, you can't beat the price match on certain items & the service is top rated.
- Graham
- 1 Review
Good
Service was good, the only crticism is that the goods took longer than expected to arrive.
- Christine
- 1 Review
Good communication & quality products.
They're a good company to use, recommended.
- Sophie
- 1 Review
Great product and fast delivery, perfect!
Ordered for the first time from this company, really appreciated the simple professional service. Would definitely use again.
