Reply from Charterhouse
[REPLY]
- Reviews (2,326)
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- Steven King
- London, GB
- 1 Review
Bad service
Been waiting 11 weeks for my order and still not arrived. I've phoned several times to find out what's going on and everytime I'm fobbed off and kept in the dark by telling me they will get on to the manufacturer but they never ring me and confirm what the manufacturer has said. My delivery date has come and long gone TWICE! First time I had an unpaid day off work, and not so much of an email or phone call to say it wasn't coming. The website says my item is in stock for the past 11 weeks when it clearly isn't and even today I've checked and it still says the same. On my order confermation it says delivered in 3-4 weeks which has long gone!! Because this is a large aquarium the non arrival has held up other projects in my home and can't start them till my new aquarium is in place. So I'm not at all happy with charterhouse aquatics and the awful experience has got me on the verge of cancelling my order. Beware when ordering from the website as anything that it says is in stock probably isn't.
Reply from Charterhouse Aquatics
We appreciate that there has been a long delay with the delivery of your aquarium and we are extremely sorry for this. Due to the manufacturers moving premesis we have had to change the leadtime for delivery from 3 - 4 to up to 12 weeks (the website does state this!) Unfortunately your order was caught in the change over period and we were not expecting for your delivery to take this long at all.
As explained on numerous occasions, as soon as we get an update or a solid ETA we will call you and arrange a delivery time that suits you. Until we get this confirmation unfortunately there is no update to give. We appreciate this is frustrating and again, we are extremely sorry for the delay.
We will be in contact over the next day or so.
Thanks,
Matt
- Martin
- 1 Review
Great service and Fast Delivery
I cannot fault the service - everything I order was in stock and came couriered for next day delivery.
Will definitely be ordering from Charterhouse again
- Gayner
- 1 Review
ou made my fish happy!
I ordered a Tetra 600 aquarium pump as the water was permanently cloudy
(owing to my 17 inch catfish) It came very promptly the next day and I set it up
immediately.In no time I could see the water getting better,I can now see the rest of my fish!I am hoping now I've got this very efficient cleaning system I can keep my
beloved old catfish,and the water will keep the rest of my stock healthy.
Thantyou.
- Tom S
- 1 Review
The sort of service we all deserve all the time..
At last a company that actually seems to give a stuff about its customers rather than pretending to; banks take note. Firstly a superb range of goods and it's in stock! Second, next day delivery without paying through the nose for it and at the cheapest price I could find on the interweb.
Well done Charterhouse, I'll be sticking with you because you've won my trust, and that doesn't come easy!
- RICHARD
- 1 Review
Excellent service
I ordered the items one day and recieved it the next I really can't complain. Plus they were at a good price too !
- Craig
- 1 Review
Very good easy service
Easy to use website, had a problem with a faulty light unit, was replaced no questions asked within 24 hours, excellent service
- Emma
- 1 Review
Great service!
Very fast delivery - would highly recommend. Great service, great product = happy customer.
- Vicki
- 3 Reviews
Reliable, speedy and a great range of products!
I was only purchasing a couple of things that I didn't mind waiting for. The website is very easy to navigate, my order was processed and dispatched promply, I would definitely recommend this company!
- Daniel
- 1 Review
Quick and reliable but not the cheapest
Good choice, quick delivery but problems paying with PayPal when trying to redeem points
- Mr Kelso
- 3 Reviews
Very efficient and reasonable prices.
Delivery as promised within the timescale and kept fully informed by e-mail.
Prices (certainly for Biorb products) are as cheap, if not cheaper, than all other websites I have researched.
One slight criticism is that it is not made clear on the site that if you spend £50 the postage is free - I realised this after I had placed my order and if I had known this prior I would have made my order up to £50 as I payed £4.45 postage on a £34.45 order.
Added attraction of a loyalty scheme.
Will certainly use this site again but will make sure my order is £50 plus.
- Leon
- 1 Review
Great product choice and fast service
I ordered some new filter pads for my Eheim filter. Charterhouse had the best choice and the best prices on these. Delivery was much faster than expected (less than 48hrs after ordering). Although the boxes were a bit squashed when they arrived, the parts were intact and are doing the job fine. Would definitely use again.
- IJ
- 2 Reviews
Excellent, brilliant customer service
Very good prices. Had a problem with one delivery previously. Contacted customer service by email and had reply in less than 24 hours. Became a 10% voucher as compensation. Have ordered now many times and had never a problem anymore since. A big thank you to the Charterhouse Aquatics team.
- Jason
- 1 Review
Great selection, well priced, swift delivery: model service
I am a regular shopper at Charterhouse Aquatics: their excellent advice, range and prices keep me coming back.
- steven
- 1 Review
Fine apart from 1 item out of stock and no confirmation when it would be delivered
Fine apart from 1 item out of stock and no confirmation when it would be delivered
Reply from Charterhouse Aquatics
If a product is not in stock our website gives an estimated lead time for each indiviual item. Plus on checkout you will be given an estimated dispatch date. If the delay is then extended, we will email you or call to let you know.
I see that you did receive our automated updates on this order : )
Thanks,
Matt
- Steve Donnelly
- 1 Review
First class service at the keenest prices.
This is the first time I have used Charterhouse Aquatics and would have no hesitation in recommending them.
- mark
- 1 Review
perfect customer service
ordered on the monday and got a phone call the next day in the morning telling me one product i ordered wasnt in stock so they gave me the option to wait for all the items to get delivered or split. I just waited for all the items as i was in no rush and 2 days later my parcel arrived wish was quicker than what they said over the phone. overall an excellent company to deal with were very appoligetic about the circumstances of my order. will be using again for anything i need as very competitive pricing
- CHRISTINE TOPLISS
- 2 Reviews
Excellent service all round
I received an excellent service from charterhouse aquatics.
I had need to speak to their support team who dealt with my query promptly.
Very efficient indeed.
- steven
- 1 Review
great price great service
After a lot of digging around and comparing prices from various places, I found charterhouse as one of the cheapest places online to buy the items I needed for my aquarium ,and with free next day delivery on orders over £50, made the pinch on my wallet less painful ,would be nice to have free delivery on any order but you can't have it all, will defiantly use them again
- Sally Davies, Welwyn Garden City
- 1 Review
Top service!
If you are looking to buy items for your aquarium I wouldn't go anywhere else other than Charterhouse. My experience has been really good. The filter arrived when expected and delivery was a very fast service. Also if you have any technical questions they get back to you and I've found the information very helpful in making the right decision as to what equipment to buy for my new tank set-up.
- Helen
- 1 Review
excellent service
Charterhouse made choosing and buying my new tank a very enjoyable experience, easy to use web site with prompt replies and very,very good customer service over the phone. Delivery arrived as promised and on time. I have already recommended Charterhouse to several people
- Bhavik
- 1 Review
excellent!
From navigation on your website to placing the order and then receiving my goods through your courier, I was satisfied and pleased by the entire experience. I simply cannot fault the service, credit where credit is due, a full five stars from me!
- steve c
- 1 Review
Great price, prompt arrival
Nice to still be able to find bulk 1.8Kg New Era deals for less than £50, even better when delivery was free with tracking (linked to order cost?). Dispatched day after making the order online, the predicted delivery hour slot was accurate, so two working days from order to arrival.
Many thanks!
- Glyn Bray
- 2 Reviews
Very good service. Delivery was spot on.
Used this supplier once before and found them very good therefore had no hesitation in ordering again.
- Anthony
- 1 Review
Great service and Great on delivery!
I've ordered from Charterhouse a few times now and have never been disappointed yet!
Prices better than my LFS and delivered the next working day well packed and complete.
Great service, great on delivery, great on price and would certainly recommend to anyone.
- susan
- 1 Review
Very quick service
The order i placed with Charterhouse aquatics arrived well within time given. It was a very efficient service,
- Lees
- 1 Review
ok the lights are very good my coral is all doing bril
Receive the lights on time and they are xlent
Had a problem with the salt ariveing ended up taking a 4 days of work for it to turn up oh well price of salt 50 odd 4 days of work ???
- Sean
- 1 Review
Easy,fast and efficient
Website is easy to understand and order from, Paypal makes paying a doddle. Delivery was very quick. All in all i had a very pleasureable experience ordering and receiveing the items I ordered. Thanks
- Helen
- 1 Review
Great value and excellent courier service
I got the best price for my biube filters, and that is including eBay sellers. Delivery was really quick, and the courier gave options for delivery day that were really helpful. I will be coming back!
- Luke
- 1 Review
Fantastic range of products, knowledge and quality service!!!
Second time I have ordered from this company, always find what I need and all products have a great full discription. Delivery is always fast and always fantastic courier information. I will only ever use this company for all my aquatic needs.
- Harry
- 1 Review
Amazing service, as a marine enthusiast I couldn't ask for any better!
Amazing to say the least! The customer service is just somethimg else! I have never experienced such a great service in the marine hobby! I truly recommend Charterhouse aquatics!
- Richard Smith
- Fife, GB
- 4 Reviews
Extremely professional, very reliable company, product simply first class
I bought a 7 corals and a conch from Charterhouse Aquatics and to say I am impressed would be an understatement. I asked them to mark each bag with the coral name as I was splitting them with my son and sure enough each bag was clearly identified. The size of the corals were larger than expected and well bagged and protected with heat packs etc. Comes with a set of climatisation instructions for those who are new to this and these are well laid out and easy to follow. Having bought corals from other companies I have to say Charterhouse Aquatics towers above them all. All of the corals were open within 15 minutes of being placed in the aquarium
- Michael
- 1 Review
Very reliable, customer focused company.
I've made placed orders from charterhouse all the way back to 2006-ish, and recently started ordering from them again. The service is always excellent, with any issues dealt with professionally via a ticketing system with quick responses from staff.
- Graeme Archibald
- 1 Review
Very please with the service
I was very impressed with your service, the update information I received was excellent, and the delivery time was spot on,a time was given between 11:45 to 12:45, and my parcel was at my front door at midday
With regards to the item I bought from you, after searching the Internet your price was almost the lowest, but considering the service you supplied , I am more than happy
This is the first time I have used charter house ,but I will be using it a lot more from now on
Keep up the good work
And many thanks
- ian taylor
- 2 Reviews
quality and affordability
bought co2 refill bottle cheapest on internet and delivered when they said. 5star quality and affordability will definately use again
- Raymond Burgess
- 2 Reviews
Miles Ahead of Competition
from the moment I placed the order to the time I took delivery, everything they said they would do was done. It was great to have a delivery slot of 1 hour instead of having to wait in all day, also got a great price on the pond sticks I ordered, I would suggest that you try this company out as they are miles ahead of the competition.
- Stuart
- 1 Review
Great prices, great reliable service
The service is great and the prices are great too.
The Charterhouse Aquatics website is also very well designed, and I enjoy browsing the site.
- Faye
- 1 Review
Fast delivery
Great items, good prices and fast delivery. Will use again, thank you.
- Frank Eccles
- 1 Review
PH up
I was having problems with low ph this seems to have done the trick. Fast delivery and communication good
- matthew
- 1 Review
Thanks Charterhouse!
Great service, next day shipping and pretty much always he best price plus if it says it's in stock it always is, not like other sites I could mention.
