I bought a Arcadia 11w Arc Pod with Lamp from these guys, only to have it delivered in a used condition, it looked as though it was a returned item from another order, with pieces missing and broken. So they sent me another, but this time without a lamp. Got fed up of waiting, I requested a refund, so the got their couriers to pick it up. After weeks of chasing for a refund, logging tickets, they keep giving me the excuse of 'The returns departments are dealing with it' and closing the tickets. So in the end I have logged a claim with Paypal to force a refund. The are good when it comes to selling you something, but as with most companies, poor when it comes to after sales support. If you do order from them, I would suggest using Paypal, so that if you do need to claim for a refund, you can do it through Paypal without t relying on them. It's a shame, as I have not had an issue with them before.
This was my first time shopping at Charterhouse Aquatics and I'll certainly be coming back. Easy to use website with very clear product descriptions and pricing. The prices were far cheaper than the competition and the free delivery was super quick.
I've purchased a few items from charterhouse aquatics ,I just can't rate them highly enough . From start to finish the offer a hassle free service with the peace of mind that they sill get things right first time , If ever I want anything aquatic related " charterhouse " will always be my first choice .
Still waiting for it to arrive, will review when I have it
Charterhouse offer good prices but they appear to hold little stock. If you go to order an item on the website you often find that it says that they don't have stock but expect the item to be back in stock in 2 or 3 days. When you place the order the promise of 2 to 3 days often slips into a week or more with no updates from Charterhouse even when promised.
This is a friendly firm with good prices but insufficient stock of many products which is a problem that they will need to resolve.
Usually very reliable with a wide range of useful items. Occasionally out of stock which can lead to delays. It would be good if they sent orders in two parts in that case. Sometimes they substitute one item for another and send something slightly more expensive for no extra charge. So they are doing their best - perhaps they are just too popular!
I recently ordered a product from the website. I missed a call telling me the product was unavailable and to call to advise how I wanted to proceed.
I returned the call to get a recorded message saying the offices were closed so I left a voicemail. I stated my name and what I would like to be sent as an alternative with the difference refunded and thought no more of the issue. Now 5 days later I miss another call from yourselves stating you are still trying to contact me to find out how I'd like to proceed. I tried once again to call but again got a recorded message saying no one was available and I was diverted to leave a voicemail. Needless to say I hung up at that point.
My issues in short:
1/ Dont list products as available if they are not
2/ Listen to the voicemails your customers leave
3/ Staff your phones more adequately
4/ Try to contact me via email, after all I did place my order online and not via a phone call!!!
The usual great service from Charterhouse. They even gave me a free salt upgrade as mine was out of stock.
Shame ParcelForce Pallet Service didn't deliver till 6PM though but thats not rally Chrterhouses fault.
Very happy, cheapest and good, quick, response to a changed order - many thanks
2nd time using charterhouse, both times have been very good! Free Next day delivery as promised. Items as promised. Site is easy to use. Search isn't working at the moment. Luckily I know my way around the site haha!
Purchased some fish food from Charterhouse. I pleased that the delivery charge was quite low for such a small item (£3.25 vs the £5+ of others). Order arrived very quickly, I will definitely be using them again.
I've only brought from Charterhouse Aquatics a couple of times but both of them have been pleasant. Their website is very easy to use and find your way around and they have such a great range of stuff and equipment to choose from.
Delivery has been very reliable too and they tell you when you can expect to take delivery.
All in all, i will continue to use them and wish them a great future.
Had great service and rapid standard delivery on the TMC 1300 return pump. Very pleased with the pump and doing the job perfectly. Would reccomend charterhouse for the superb service they provide at reasonable p&p rates.
I received constant email updates in all processes if the order. Very helpful to know the status of your order. Delivery was again perfect. Packaging very well packaged. And the price of the skimmer was amazing. The best price around and free next day delivery. Can't wait to use them again :)
Excellant service from Charterhouse especially their delivery. Kept informed from first placing my order and even given an hour time slot which is a huge plus when waiting for deliveries. My delivery was spot on the time.
Good range of products, ordering easy. Delivery arrived on time but box badly damaged and they got the items I had ordered wrong. Still waiting for a response to my complaint email.
Placed an order. There was an issue with it. I immediately logged a complaint, asking for some specific action. This was not read/ignored, a reply was sent to me which showed they had not bothered (or were not able to) read my complaint. The complaint was then closed. I'm not going back - plenty of alternative reputable places to give my money to.
Order the Hydor pico evolution 600 and some tubing to fit with it for my terrarium build. The website is easy to navigate, and was here within two days. Advantage of having a tracking number as well with each purchase gives you piece of mind knowing where your items are at any time. Fast and efficient. No complaints at all
I ordered an Eheim Pro 3 250T filter which delivered the next day as advertised on the Charterhouse web-site. However when unpacked, the filter housing was cracked at the bottom. This may have been caused by the courier company, as the damage is symptomatic of the package being dropped. Improved packaging would have avoided this disappointment.
My first order online. Used to go to Charterhouse in Waltham Cross but they've moved :-( Anyway, I cant recommend the online service enough - still great value, my order came quickly and was very well packed. Will use again.
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