Lucky find for somebody Dont you think ?????
All my contact is with Jo Hammond (the rudest person I have had contact with in years)
I orders Aquarium and koi pond supplies. The order never arrived and I must admit I forgot all about it for a while until I run out of fish food. I contacted Ark and they said I would have to find the order number and get back to them. I had lots of emails to wade through and eventually I found it. I sent the number to them and then I was told that the order had been sent out.
I wrote back and said I never received it. I was then told that the order had been signed for at my dog grooming business at 7.30 in the morning.
The order had been delivered by City Link and signed for by EAR at 7.30 AM (Despite putting on the order that the shop opens at 9.30 am). Is this a send and can either company take seriously the signature. I am a sole trader and my Name is Linda Woods at Missy Pawfect. I also gave alternative shops to drop at, as I am not always in on a Monday.
City Link insist that it was signed for at that time in the morning by" Ear "and that is that. I supplied a copy of my passport as proof of signiture. I fully intend taking up this issue with Surrey Trading Services.
So please unless you would like this aggravation order from a reportable company
Linda Woods from Missy Pawfect Dog Grooming Service I will post updates as the case proceeds.
I've used this company for about 3 years now and found them brilliant. Dispatch is usually the same day and delivery is the next. I've never experienced any problems what so ever with this company and have no hesitation with recommending them to any one.
I ordered a bulb for an aquarium and it was delivered within 24 hours. The packaging was perfect for the delicate bulb and the item was fairly priced. The invoice sent with the item was clear and concise, i would recommend using this company to all, and will certainly be returning soon to purchase more items.
We were very happy with the service received from Arkpets. We placed an order for a new vivarium and subsequently read the reviews which concerned us.
We found the customer service to be exemplary, the vivarium was delivered on time and even had a phone call to ask if we would be available to receive it on a Sunday morning. The driver was very thorough and very helpful.
We are very happy with the vivarium and will definitely use this company again (and have already done so).
I've used Ark Pets Online twice now and thier service is exelent. I used to go to a large pet shop as it was handy because it was close by, however, they don't seem to hardly ever have the products in stock I need these days, must have changed suppliers or something. From now on I'll order most my aquarium stuff from Ark Pets. If it's in stock, it's sent for next working day delivery so you don't have to wait long and overall they are quite cheap even if you have to pay postage. Well done Ark Pets.
I would just like to say a very big thank you for the delivery of my Jewel Rio 180 tank and stand. A very fast delivery and dispatch within five working days, and a great service by Ark Pets Online. Jo was very helpful by email, I will have no concerns ordering from them again.I have also been to there shop in Gillingham, and found there staff very helpful and the shop was well stocked and clean and tidy. A first class service all the way, many thanks.
I paid for 2 vivariums only to have order cancelled as they do not deliver to scotland. I was told I would be refunded. I have now had to involve fraud and disputes department as they have not refunded my money they have not returned my calls or emails and refuse to let me speak to accounts. All i want is my £186.11 back to buy my childs christmas present.
Very bad business and very rude i would avoid this business.
I have bought a few items from Arkpetsonline, their service has been brilliant, all items have been well packaged and received quickly. At present I am experiencing difficulties with another well known aquatic company through which I have placed an order, which has dragged on with endless time spent waiting in for delivery, numerous phone calls and false information. I am going to use Arkpetsonline more from now on as if this matter is not resolved tomorrow, I shall cancel the order and order from Arkpetsonline instead. I ordered the item nearly a fortnight ago and am still waiting to receive it.
I have been using ArkPetsOnline for the last few years, and have placed 15 orders with them so far. Each time I have received my good within 2 days if not next day and most of the time the postage was free.
On the one occasion when an item I had ordered was found to be out of stock I spoke to the customer services and they altered the order straight away, sending me 2 smaller packs of the same item which actually increased the amount I received at no extra charge.
All in all I have been very happy with my experience using this company and will continue to use them.
I have not been a customer of Arkpets for long but have ordered several items over the last couple of months for my pond and for my aquarium, I cannot fault the company or the staff who were extremely knowledgeable and helpful when I called for help deciding on the products I needed. The on-line prices are fantastic, the items I ordered were sent on time, exactly as described and email notifications of order receipt and despatch were spot on.
Packaging is perfect for purpose and protected my twin tube light fitting perfectly, my pond pump is one of the best aquatic purchases I have made and my most recent Juwel purchases were sent with the same brilliant service and care. I cannot recommend Arkpets enough and frankly feel that a lot of the negative feedback left here is either malicious or a lack of proper reading of the terms and conditions listed at the Arkpets website. I will continue to be a customer with Arkpets for my aquarium and pond needs for many happy years to come.
I write this review as a the manager of a small pond and aquarium maintenance business who, from time to time, has ordered items through Ark Pets Online.
In total I have placed exactly 80 orders (between 2nd August 2012 - Present) through Ark Pets for a variety of items from pond liner, pond filters through to aquarium accessories and the occasional special order item.
I have given 4 stars as a representative and honest appraisal of a company which has supported and helped me even when my requests have been occasionally difficult or required above the average service.
I will continue to use Ark Pets Online because:
1) They go the extra mile to acquire what I need when I need it even if it's difficult to obtain.
2) They stock a wide range of products and can dispatch items the same day when the items are in stock.
3) Their chosen delivery courier service (City Link) is highly reliable and always give forewarning by email when the parcel is due to arrive.
4) I have placed orders for a few specific items which have been out of stock. The items have been ordered quickly and dispatched in a timely fashion almost without exception.
5) They have price-matched many items at my request. Their pricing is generally very good therefore many of my regular items can be bought at very competitive online prices.
6) Orders over £30 have free delivery. The delivery on (in-stock) items is swift and there are very few companies who can compete with it from my experience.
7) All members of staff have been diligent and attentive to detail and pleasant to deal with over the phone.
To give a balanced review I have to highlight both positive and negative aspects.
The main negative aspect I can think of is that getting Oase (pond) products recently has been very difficult through Ark Pets Online unless they have been in stock. As I deal regularly with Oase products it is a shame I can not get all I need through one supplier. Having said that however, their Oase products were excellently priced and the Oase clearance sale was full of bargains.
In truth, there have only been three orders (of 80) which have not gone to plan. Two of those items were faulty and Ark Pets dispatched a replacement free of charge ahead of my faulty item being returned. The third item was placed on pre-order but could not be obtained and a full refund is promptly given.
All things considered, not a bad record which is why I will continue to use Ark Pets Online.
The lighting in my old 95L aquarium packed in, so I used this as an excuse to get a new 200L aquarium and after long deliberation set my heart on the Fluval Roma 200. I did a bit of research and found Arkpetsonline. The prices were very competative and what grabbed my attention was the fact that they would deliver free, bring the aquarium into my house (most will leave it on your doorstep as they are not insured) and check it, but also, for a small fee, assemble my aquarium cabinet.
I also ordered a new external TetraTec Ex1200 filter to go with my aquarium. Because I was a new customer I also got 5% reduction on the filter (unfortunately the aquarium wasn't included, but this was clearly stated on the website).
I placed the order on a Sunday afternoon. Delivery was pending on the Monday morning. I got a voicemail on Tuesday saying it was in stock and due to be delivered and Thursday received my new aquarium and external filter.
I also received a load of free stuff like substrate, net, fishguard, background, etc... Not to mention all the loyalty points that I amassed purchasing stuff that I can now use toward my aquarium or my other pets.
I cannot recommend them enough, I am a thoroughly satisfied customer who will be using them again.
THEY MIGHT BE CHEAPER BUT THEIR CUSTOMER SERVICE IS RUBBISH!
I ordered a £500 aquarium, and decided to cancel it 6 days later after reading online reviews AND finding it cheaper elsewhere. Here's my story and I hope it helps someone out there as I am very unhappy about the whole experience of buying from Ark Pets:
- Phoned them before I ordered to see how long delivery would be = within 5 working days; ,was told the delivery team would contact me to arrange a suitable time/day.. All ok so far so I went ahead and ordered/paid (BIG MISTAKE)
-Day six no contact from them so I phoned to cancel and received bad attitude from the man about my reasons for cancelling (change of mind).
- After two weeks, no email received informing me of a refund, so phoned many times and got no answer or it went onto a 'leave a message' which I did asking for someone to call me back - no one did.
- Emailed them asking about my refund, got a reply a couple of days later from Jo Hammond saying it will take up to 28 days at which point I checked their terms and conditions where it does say refunds will be made as per the sale of good act 1979.
- On the 30th day, still no refund or email from them, phoned them about 5 times a day on both their phone numbers, either it just continually rang or went to answer phone.
- On day 31 still no refund, emailed them via the website contact thing, telling them how unhappy I was and where's my refund etc, no reply
ON DAY 32 - I have had enough now and have contacted my credit card company who will try and help me get a refund. If they do not manage it, I just don't know what I am going to do!!! It's a lot of money to lose, and I can't afford a solicitor and I still need to buy a bigger aquarium!!!
I have learnt a very painful lesson and I will NEVER order ANYTHING from them again and to be honest, it has put me off ordering anything 'large' ever again online. In future I will go to a shop, even though that is very difficult for me usually (hence why I ordered online in the first place).
Please be careful with this company, reading the other reviews it seems its just one man running it all, which might explain the total inefficiency but even so every customer expects and deserves excellent customer service these days and this company just does not provide it in my (and others) experience.
I just so wish I had googled searched the company for reviews as the ones on the Ark Pets online web site are excellent, so I guess I am being naïve in believing them.
Searched the web, and these guys were by far the cheapest.
Placed the order and the goods turned up well packaged and exactly what I asked for.
They well deserver there 5 star rating.
This company has always had the items I've needed, when I've needed them.
The order I received today was no different.
They have always been able to answer the questions I've had without playing 'the salesman'
Also great prices/great range.
Would I go anywhere else? Never.
Ordered an item from the site with delivery within 2-3 days. No item arrived so I chased them up, took a couple of emails to ger a response where they told me the item was not in stock and had to be ordered in. It was due in that friday (2 days time) and would be sent out the same day.
Next Weds arrives still no delivery, chased again, again it takes a few days and goes to get a response from them. Was rudely informed it hadn;t come in and they had no idea when it would come n from their suppliers or their suppliers suppliers !!!! Upon asking if they could kindly find out they said they couldn't. As which pont I requested to cancel the order. It took them a couple of days to cancel , some 10 days after the order was placed.
Today is day 29 after the order was cancelled so day 39 since they took my money and I am still waiting for my refund or indeed a response from them. I will be reporting them to trading standards as they are breaking the regulations and whats worse they really don't give a damn about it!!!
Company takes your order then emails to state that your order has been cancelled and refund given as they don't do free delivery to Scotland.
No refund after two weeks then told by email that refund takes 28days.
I have put a claim into my credit card company against Arkpets.
NO REFUND SHOULD TAKE 28 DAYS.
Joanna Vasey found this review useful
Ordered a Jewel T5 light unit for my 450 aquarium.
Arrived within three days and worked first time.
Also got a discount plus new customer discount making the unit a very good deal.
Would definitely use them again.
Ordered something in July. They took my money on day one but when the order was still showing as pending a week later, I rang them and they said it was out of stock so they had to order it. Couldn't give me a date so I waited. After another week, another phone call, similar response, blamed the supplier. Eventually I cancelled my order. This was in July and 2 months later I am still waiting for my refund. Time to contact Trading Standards, I think!
This is the first time i have used Ark pets online and will certainly use them again in the future. An order was placed on monday it was confirmwd and dispatched the same day and delivered on tuesday excellent. The item exactly as described and reasonably priced. What more could you want.
Fantastic service, I have never received a delivery so quick and so easy to deal with. Ark Pets Aquatics & Reptile, definitely be placing my orders with you in the future. Many thanks. Arthur Jones.
Ordered aquatic items on Thursday delivered next day on Friday e-mail received to inform me it would be delivered Friday the items were very well packed almost over packed it would have taken a lot to damage them my one experience of this firm is very good.
Have ordered from Arkpetsonline before and had no problems and have ordered again as the best price and free delivery. Item delivered quickly and was a very good price as also able to use a discount code.
NB Cannot understand the other previous bad reviews as I have not had any problems with this company and would strongly recommend.
Hi , I ordered a Jewel lighting unit on-line Thursday 29/8 about 1pm.
During the afternoon I received an e-mail to say my order was being processed, and by tea time there was an e-mail to say the order was dispatched. By 11.00am Friday 30th the parcel was on my doorstep. Well packed, & worked fine. What more can you ask for ?
Ordered a jewel trigon 190 with stand from ark pets as they had the best price I could find. Ordered on a weekend and money was debited on the monday , by Thursday had not received anything but confirmation of my order. I started to look at reviews and noticed a lot of bad ones which started to worry me. So I emailed on Thursday night and got a response first thing Friday morning, assuring me the order was with the driver who was planning route and delivery. Got a phone call Friday evening to confirm if Sunday delivery was OK. Got a phone call Sunday to notify the delivery was 1 hour away, delivery arrived within the hour driver was friendly and brought the parcels inside and asked me to check everything before he went. All in all after being worried I received exactly what I wanted at a very good price within a week of me ordering, which I would consider to be a good service.
Ordered a fish tank turned up without notice on a Saturday morning. Driver said sorry but your fish tank was put on van be mistake, no problem my neighbour was around to let them on. Just tried to set up the fish tank and the lights don't work, spoke with the manager there he was rude and not helpful at all, even asked why I buy things on line if I don't like the returns policy, he has sent me a faulty light unit which he wants me to go out (5 feet long) buy packaging take it to the post office send it back to him to then be sent a new one! Fish mean time would be in a tank with no lights or lid, never mind the hassle of having to package such a bulky item, that won't even fit in my car, lovely company not please do not purchase from this man, when I asked about complaints procedure he gave me a name, of mr ash, no email address no telephone number. Feel I ave been treated unfairly by this company and have contacted jewel makers of the tank and consumer rights. I await a reply
This company is ran by only one person, he has no skills towards customers and he held my money for 30 days in order to gain interest. My product was not delivered, and my money was held for 30 days according to the refund policy. They was under investigation according to previous consumers. DO NOT APPROACH THIS SITE.
Haven't got it yet so can't yet review product but web states usually within 5 days its been 5 days now told another 5 days ( including weekend).
Tried to call twice. First time no answer second got through to someone. So not bad. Didn't have to wait on hold.
Emails take like a whole day to get back to you.
I was a little concerned after ordering from Ark then reading the reviews but the service I recieved was spot on!! I spent well over a thousand pounds on a new tank and some extras so I was nervous about that amount of money. The small items arrived by courrier on the day stated and I recieved a phone call and then a text message the evening before the delivery was due confirming the time that the new tank would be arriving. The tank arrived as stated and was put straight into the spot where it was going - not left on the road side on a pallett like some other companies do. The price of the tank was about £100 cheaper than I had seen elsewhere. The service was very friendly and helpful...I will shop with Ark again :-)
I just ordered from this company because they were about 20% cheaper then other companys on the net. I got great service and the goods arrived the next day as promised. Unfortunately the couriers had damaged the UV bulb, once I reported it to them they dealt with it in a efficient and professorial way and are sending me a replacement. Mistakes happen but its how you deal with it shows how good a company is. Will defiantly order again.
I have used arkpetsonline over the last 2 years on at least 6 occasionally, buying items from fish food, filters, light tubes and light units, twice in the last month. On every occasion the items have been dispatched the same day or next day at latest. Items have always been very well packed and arrived in perfect condition.
I was a bit worried about ordering T5 & T8 light tubes through a postal service but the way these items was far more secure than i expected.
Once again do not believe the lies some people are posting on here
I ordered 4 items for a new aquarium setup (Sunday night) and one of them was a 3d background so it was rather fragile. Receive instant notification and upon asking by mail how long the items should take (Monday morning), I immediately received a courteous reply saying my order will be dispatched latest on Wednesday. I was chaffed to receive an e mail by the logistics company that Arkpetsonline use on Tuesday saying my order will be delivered on Wednesday!
So received the full order with a great speed and accuracy and great protective packaging. I am so truly grateful I found this company online and will be a customer for a very long time. I truly cannot understand the bad reviews I read here.
I ordered four items from arkspetsonline ; Lee’s Firebelly landing, Marina i25 internal filter, Exo Terra Aquatize 100ml and a Reptile Cave small on 31st March. On the 2nd April it went straight to ‘pending’ without any explanation so the following day I wrote and asked when will my items be dispatched? On the 4th I received a reply saying my item would be dispatched the next day. The next day came and went and my order remained on pending. A few days later I wrote to them and said I either wanted a refund or my goods by the end of the week otherwise I would report this to trades and standards.
Next day I received an email saying the Firebelly landing was no longer available but was offered a part refund. By then I had read reviews and heard people had difficulties getting their money back so asked for either a full refund or to alter my order so I would get two pen pal tanks in replacement for the Firebelly Landing. Next day I received an email to say my order was going to be dispatched and later that day I received a dispatched notification. However I was shocked to read that the Aquatize was also out of stock and I was to be refunded.
I wrote an email asking why had they not told me the Aquatize was also not available and said I no longer wanted my order and wished to be refunded. If the package arrived I would not accept. The next day I was asked if I would wait for the Aquatize? However when I checked their website, they where still selling the Firebelly landing (10 in stock) and the Aquatize (5 in stock). I was so shocked since several days before I was told it was no longer available yet they where claiming to have so many still in stock. I took screen captures of this and emailed back and told them that after been given continuous false information that I no longer wanted my order and wished for a full refund. They have since removed the Firebelly Landing and the package was left with my neighbour. I have told the company they will need to come and collect it!
Awful, Awful company!
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