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!!! 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.
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.
FAO Jo Hammond With regards your last communication, I must give you formal notice that I intend to take a claim out against your Company. We believe that the address to where the goods were returned were in fact your old trading address. In fact, your Facebook account still shows your contact details at the old address. We have provided you with proof that the courier delivered the goods to your premises and followed the instructions you had placed on your door, re parcels etc. It is on this basis that I will be claiming via the small claims court the following. The initial purchase of the goods. I shall be charging you a fixed fee of £75 per email to yourselves which to date amounts to twelve emails. Also an unspecified charge will be made for the inconvenience and time spent filling out the small claims forms. I am prepared to give you five days including today to issue this refund prior to taking the above action. For your information I am an acting solicitor.
This is my 3rd order with ark pets and once again they have delivered great service. Ordered on Sunday night and the products were with me on Tuesday. Keep up the good work, I have ordered from other online retailers and had decent service but for a combination if service and value this is as good as it gets Thanks
i ordered 4 x 4' fishtank lights.on receipt they were checked 1 was not working. she (malone) wanted pictures put on computer and e-mailed to her to access damage. the tube wasn,t broken problem was inside how she could ascertain it was not working is beyond me. I was sent a returns form which i filled out and returned the light registered at a cost of £13 which was £4 dearer than i paid for the one light. after a wait of a few days she sent me an e-mail saying the light worked perfectly and they would not replace or refund me my postage costs or the light and she even had the audacity to tell me to send £3-95 to them again so they would return the light to me. beware of this company i have been left nearly £25 out of pocket for being in the right I am fuming at the moment but with the internet and networking i can warn others of the same pitfall and if just one other person decides not to buy from them i will be happy.
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.