Tried ringing the all this morning, emailing Jo Hammond - no response.
I then found another company Pet Planet, phoned them and got through to someone, asked them if they had the Fluval Roma and cabinet in stock, they checked both items and confirmed they had 3 of rack, I asked about delivery time and they explained their position, should be here basically within 5 days.
Checked their reviews and they seem very good, and they reply to the reviews if there are complaints, which is a good sign.
Emailed Jo Hammond and cancelled the order - no reply, sent email from their website, still nothing 4 hours later from Jo Hammond stating that they couldn't get a driver on Sunday and apologising for that and that they plan to deliver the Aquarium tomorrow and asking for my phone number, which I have emailed her several times asking her to contact me, replied to email cancelling the order.
I have also contacted my Credit Card company to open an dispute, as I don't trust them to return my money, as per other reviews.
I placed on order with Ark pets for an aquarium filter. 2 days later I realised that it was not going to be any good for my tank so I cancelled. I emailed them and received a confirmation email confirming the cancellation and informing that it was to be refunded. This was on the 27 th of February it's now the 31st of March and I've just had to contact my bank to today to file a dispute to get my money back, even though I further contacted Ark pets on the 20th of March and asked why it was taking so long? and was told it had been chased up with accounts, and I would be contacted in the next couple of days to confirm the refund. This did not happen.
In my opinion they are either chancing their arm that people will not check the bank for the refund. Or they really are that poorly organised they cannot perform a simple refund. Looking at the other reviews this seems to be a common practice for them so either way they are untrustworthy and I will not be using them again.
My son ordered a fish tank cabinet with his Christmas money and the money was quickly removed from our bank account on 20th Jan 2014 even though an email sent by them stated that the item was out of stock ... He cancelled the order in February after waiting many weeks and received an email acknowledging this cancellation and saying that they would refund his money...Guess what! No refund, No replies to several further emails sent to them and we cannot contact them by telephone; they just do not answer. I think that this company is fraudulent and I will now try and pursue them through the legal channels. DO NOT THINK TO USE THEM AND TELL YOUR FRIENDS... DON'T END UP OUT OF POCKET
paid £340 for a fish tank,,,,not delivered 10 days later,,,,cant contact them or should I say,,there not answering.....if your reading this and on twitter or facebook,,GET IT POSTED TO WARN OTHERS.......THIS COMPANY HAS TO BE STOPPED.
I put an order in for a vivarium and 5 days later was informed via email that the delivery was delayed due to flooding. I cancelled the order and a refund was agreed on the 11 Feb. I managed to speak to James who promised that the refund would be in my account in 7-14 days. This did not Happen. I managed to communicate via email to Jo Hammond who told me 28 days. Well its 30 days today and I have approached the bank to do a charge back. Any future customers I advise you to listen to these reviews before buying!
Bought a very large tank from them - they refused to deliver after 1 month because they had no other deliveries in my area, then ignored all my emails and I only got my refund on the very last day of the allowable period after final notice of court proceedings.. Such an awful company! AVOID.
Ordered tank and stand from these "people", following day received an update advising order for goods in stock was pending! Waited a couple of days but no change or update. Tried phoning both numbers but a waste of time as the line is the same single line, it rings for ages before its picked up and IMMEDIATELY put down to cut you off. Tried for several days, email went unanswered, finally referred them to credit card company as I had no confidence the good would arrive. I email advising the action I was taking which did get a response "sorry we are short staffed and busy, if you want to cancel we can arrange a refund", accepted their offer but still awaiting refund and case via credit card company continues.
i ordered from these guys on the 18th feb (before reading any reviews) after 3 days i got an email saying my order was pending which i thought it really should have been sent by then anyway. i then decided to read the reviews written by others........i was immediately worried. id only spent 36 quid but 36 quid is 36 quid. i tried to get in touch with ark pets via telephone only to find each time there was never any answer, the phone would just ring and ring forever. then id try 10mins later for them to be engaged.....i waited for a free line and again, it just rang and rang. i did this numerous times during my breaks at work. I decided to send an email which bounced back to me, i tried again and it was stuck on "sending" i was going to go to my bank this weekend (today being the 28th feb) and try and get a refund from them that way as i stupidly paid via debit card. however last night i got an email from them confirming my item had been sent. i got home from work today to find my item waiting for me. Bottom line is this.......the customer service and i dare say any after care support is/probably will be non existent, you simply cannot get hold of these guys! however my item DID arrive albeit 10days after i placed my order. i dont think this company is fraudulent but just very very poorly staffed who have no idea or care about whether or not people get their items or not. people on here are complaining they never got their goods. mine came standard royal mail.....didnt need signing for or anything...which means anything could have happened to it.
I placed an order with this company on 8 February for a canopy light and bulb for my terrarium. I rang them on 12 February to ask where my order was only to be told that it wasn't in stock and they had no idea when it would be in. The person on the phone obviously hasn't been on any custmer service course, as he was really rude and couldn't care less
I cancelled my order the same night, and had an email back saying they would refund me. To date, no refund received and no response to emails. Some emails are failing to be delivered; they obviously don't like to answer the phone on any day after 16.00.
I have contacted my bank to do a charge back, as I have evidence that they will refund me, but obviously aren't going to. Tempting to contact Trading Standards as they are happy to take your money, just not give it back when they can't fulfil the order.
My advice to anyone wanting to use this website PROCEED WITH EXTREME CAUTION!!!!!! You could be out of pocket for some time by an obviously fraudulent company.
DO NOT USE THIS SITE I placed an order. Status showed "Pending". I have now tried both phone numbers, they are not answered. I have sent email to their stated contact email address email@example.com. It bounced! Now I have to get my money back... update - Suddenly my order arrived, 8 days from order. Not bad. If only the communication was better. Upgrading from 1 star to 2.
If you want your product and want to effectively spend your money. Do not use this site. Do not ignore the bad reviews as you will quickly regret the decision as I have. It has been almost 3 months since and no refund. Completely unacceptable.
Sent me four tubes for my fish tank, two were labelled the wrong colour and one did not work. I returned the faulty tube, when they eventually replied after many ignored attempts to contact them. They said would send out a replacement a week and a half ago. Nothing has turned up and have Emailed them again several times, no response, phoned them, no answer. I even got failed delivery messages to some emails. Will have to contact my credit card company for a refund. I would avoid this company if I were you!!! UPDATE 1 Now got a replacement tube after many emails. They said "send it back and we will refund your return postage" That was over a month ago and still no refund. They only seem to reply if you mention disputing the transaction and requesting a chargeback with you credit card company. Excuse for long delays is "staff sickness". Must be an epidemic down there as they are ignoring my emails again!! If you are thinking of buying from them, telephone them first. If you get no reply, bear in mind this is what you will be faced with if you have any problems with them !! I have now formally raised a dispute with my card company and await my refund. UPDATE 2 I only got my money back once my credit card company took money back off them.
Have used Ark as they are very good value v's other web sites for the items I am after for my fish. Delivery was once again on time and service was very good. Will have no quibble with ordering further items in the future.
Have dealt with Arkpets for a number of years and in doing so have bought Aquarium products and Koi Food. It was always a pleasant and efficient experience with excellent value for money. Alas, this has NOT been the case for the last two purchases. Gone is the efficiency, ease of contact, help, advice, and pleasant experience. Took me a week to sort a wrong delivery and only then when I obtained the assistance of a third party, up till then no telephone calls returned, no e mails returned. No NOTHING. I shall not deal with them again which is a shame as they were a good company to purchase from, but now I would recommend that you look elsewhere.
I placed the order on a Saturday and received a confirmation e-mail. On the following Monday I received another mail stating the order was pending. On Weds I e-mailed and received no reply so the next day I Phoned and was told "the item was out of stock" (it was still showing in stock on their website) and they were hoping to rec some more in on Fri so I might receive the item Sat morning. The item did not arrive. I called again on the Monday (16th Dec) to ask for a refund and asked for them to send me a e-mail to confirm this and I received the e-mail. I finally received the refund on the 2nd January after sending 2 e-mails to chase this up, to which the reply stated I would receive a e-mail once the refund had benn processed, I never received a e-mail about this and would not use this company again.