Charterhouse reviews

Charterhouse reviews

Excellent
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Review by confirmed purchaser

Brilliant service

Never had a problem with them and delivery is always very quick. Highly recommended.
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Review by confirmed purchaser

Quality products at a good price, delivered quickly.

It is cheaper to buy fish foods and salt from Charterhouse Aquatics, online, than visiting other aquatic shops. The delivery is free, and normally comes the next day, can't fault it.
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Review by confirmed purchaser

Great service

Really swift service and excellent quality item.
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Review by confirmed purchaser

Charterhouse aquatics saved my marrage

Everyone at Charterhouse was very helpfull and very professional, I'll definitely be using them again ,the pump they recommended saved my marrage now my wife can hear the tv the pump is so quite !!!!
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Review by confirmed purchaser

efficient and quick service

Had a problem with my aquarium filter, and was unable to run it without suitable handle clips. I ordered them online and had them within two days. Great service. My fish salute you.
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Review by confirmed purchaser

speedy first class service

Good service and fast delivery
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Review by confirmed purchaser

Smooth, simple and efficient from website to delivery

Good functional website, great product range and prices and a quick delivery, all you need!
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Review by confirmed purchaser

Expensive premium call fees with very little customer care

Purchased two living color corals and although it does state colours may vary received two deep purple coeals exactly the same colour. Rang to query this but no one seemed to understand that I did not want two of the same colour. Rang them twice and paid a further £8 in postage to return these. Checking my phone bill found that Charterhouse use a premium telephone line for custoner queries. Cost me ovet £7 so in all cost £15 to return two corals
A total con with no customet care.
Now going to buy from the Living Color American site where you can get the colour you want with no problems.

Would never buy from Charterhouse again - clearly a company that has no regard for customers other than fleecing ghem out of much money as possible.
Charterhouse Aquatics

Reply from Charterhouse Aquatics

Hi,

Thank you for taking the time for leaving a review of your shopping experience with Charterhouse Aquatics and we are sorry that you are unhappy with the service that you have received.

After looking into this a little further i can see how the problems experienced can be frustrating.

We understand that the Living Color corals that you have purchased online were not quite the same colour as those shown on the site. This is due to supplier colour/code variation,that unfortunately we have little control over.

As discussed in previous telephone conversations made to our helpline,we are more than happy to advise you on the in stock colours we have in store and i would like to apologise that you were not called before the order was shipped to discuss the colour changes. We are also more than happy to reimburse any return delivery costs that have been incurred when returning the items.

We are currently working on a solution to this issue which should ensure that this situation can not occur again in the future.


With regards to the phone line,please be assured that this is a geographic, rather that premium rate number, but we are currently reviewing its use as costs can be high for some mobile operators.

We hope this helps explain some of the reasons behind the problems experienced and if you wish to discuss the matter further,or would like help in ordering the coral colours you are looking for please feel free to contact us and ask to speak to a member of the management team.

Kind Regards,
Charterhouse Aquatics
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Review by confirmed purchaser

impossible to beat the speed of Charterhouse.

Charterhouse always carry what I need and always get it to me asap!
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Review by confirmed purchaser

Great prices and quick delivery

Low competitive prices and quickly dispatched. Would recommend to everyone.
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Review by confirmed purchaser

Very fast and reliable service

The website is clear and easy to use and very informative especially for someone like me who is new to fish keeping! Delivery times are accurate and reliable and you are kept informed when items are in there way.
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Review by confirmed purchaser

Delivery Service ridiculous!!

I'd let you know the products are great, but I haven't even received them yet.
The delivery wasn't able to be left with my neighbour so I rescheduled delivery for my day off. The plants I'd ordered will surely hang on two more days right?

No card when I got home - I didn't think anything of it.

Second delivery attempt - I've waited in all day on my only day off this week. The van tracker got to show him being literally on the next street when I receive notification that 'I wasn't in'. Immediately called the depot and they can't send him back. At this point, he would have been less than half a mile down the road.

I'm not off for another 7 days to receive delivery, and not happy for them to leave in a safe place as it's clearly going to end up on an unknown street somewhere nearby.

In the meantime, the plants I'd ordered are on their last legs given the time delay so I've lost a nice bit of cash I'd saved for aquascaping.

Given that the driver would only have been no more than half a mile away, and I've waited in all day after having to reschedule, not to mention losing my plants that should have been in at the beginning of the week, I'm exceptionally unhappy to say the least.

£60 of plants down the drain.

Granted this isn't any issue with charterhouse products or conduct specific to them, I'm sure all that'll be fine. The delivery aspect leaves something to be desired.
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Review by confirmed purchaser

A Royal Charter service.

I have ordered a few products from Charterhouse over the last months and the service has been top rate, and should there be any delay a phone call is always received.
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Review by confirmed purchaser

Great service

Great service and speedy delivery. Needed a order amending and adding to no problem did it over the phone and the items arrived next day. Couldn't be better.
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Review by confirmed purchaser

unsutisfactory

Firstly, of you buy using the finance and try to cancel the order, they expect you to do all the communication. Moreover despite having done all the communication informimg both the chapterhouse and the finance company, neither the capterhouse nor the finance company claimed that they knew about it! Moreover the so called 'manager' dared to raise his voice at me and blame me for not cancelling it 'properly'!

Secondly, I have ordered a Eheim 330 aquarium plus all the necessary soil to get it started ASAP. I have called the company and asked them to deliver both aqiarium and soil together for tje above reasoms
They reassured me that it would be done. I had to take a day off for it. Instead of 7 ADA 9L soil bags I reveived only 1 3L one! Having called them rather frustrated I had another shoiting, attitude and treatment like I was an indiot.

The only reason for 2 stars instead of 1 is because the delivered missing soil the next day.
Charterhouse Aquatics

Reply from Charterhouse Aquatics

Hi Mr Zlatkovsky,

Thank you for getting in touch and we are very sorry that you have experienced issues when ordering with us.

Having had a look through your recent purchases we can confirm that all finance orders have now been cancelled. Unfortunately the finance company do need to be notified of the cancellation as well as us but as already mentioned it would seem that this has now been resolved. I again apologise for any inconvenience the cancellation has caused.

We will be talking with the whole team here to find out why you were not spoken to in the polite and friendly customer service manner that Charterhouse pride themselves on. Please be assured that the matter will be dealt with accordingly and will not happen again.

We would also like to apologise for the fact that one of the substrates was delivered to you incorrectly.This was a simple packing error on our part and your notes show that the missing substrate has now been delivered to you. If there are issues other than this outstanding please feel free to get in touch and we can look into this matter further.

Kind Regards,
Charterhouse Aquatics Management
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Review by confirmed purchaser

Helpful, knowledgeable, all-round great service

I've ordered from Charterhouse a few times in the past, but this is the first time I've required advice before making a purchase. The person I spoke to was very knowledgeable and did not try to sell me the most expensive item, order processing was very quick and I had a call before dispatch to confirm which day would be most suitable for my delivery to arrive! I would recommend Charterhouse every time!
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Review by confirmed purchaser

awesome company

have used charter house twice now and without a doubt would recommend them to anyone best delivery i have had from a online order ever!!!
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Review by confirmed purchaser

INTANK media rack rsm130

super quick and easy service from charterhouse with a quality product that I just cannot fault
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Review by confirmed purchaser

Great

Ordered a aquarium filter, very easy to order. Arrived the next working day, well packed. Part of the equipment was missing I phoned Charterhouse Aquatics and the part sent to me the next day. Very helpful
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Horrendous customer service

They charged me £19 for Saturday delivery which was stated as before 12PM and then when it failed to arrive they are refusing to take responsibility for it. I spoke to [name] who is apparently management and his manner and attitude was just sickening. His whole attitude towards this incident is that the delivery was "only two hours late" thus we will offer you a partial refund of £5 in charterhouse points so you can spend more money with us. After a dozen emails with his colleague, a bad review on trustpilot and a phone call to him does he finally offer to "talk to interlink" to try and verify that I wasn't at fault for the failed delivery. He is basically distrustful of what I've told them with regards to this incident. His entire attitude oozes the opinion that I would lie with regards to who was to blame so I can save the £19 delivery fee after spending over £1000 at Charterhouse in a few weeks. What a joke. Instead of just accepting the fact Interlink messed up, they are trying to PROVE that they haven't done anything wrong. They claim they ARE taking responsibility but they keep saying "it wasn't our fault" and they are offering a partial refund of £5 in Charterhouse Points, Of course £5 worth of points is acceptable after I called interlink over a dozen times spending over 30 minutes on the phone after being woken up at 7am on the Saturday and waiting for a total of 7 hours for the delivery to finally arrive at 2pm. How about you compensate me for the consequential losses that I've incurred? the TIME AND DISTRESS they've caused me. I'm never using their service again and I strongly recommend that anyone who sees this review reconsider using charterhouse as their aquatics supplier.

Charterhouse Aquatics Details

About this company

High quality products at low prices for the tropical, marine, reef and planted aquariums. Market leading brands like BiOrb, Eheim, Juwel, API, Seachem plus a full range of aquariums, fish food and water treatements We aim to supply high quality products for tropical, marine, reef aquariums.and planted aquariums.

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Contact information

Call us on: 0870 850 6138
We live here: Arches 330-331 Stean Street
E8 4ED London
United Kingdom

Category

Charterhouse is ranked 40 out of 119 in the category Decoration and Interior Design

Charterhouse is ranked 219 out of 1032 in the category

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