Charterhouse Aquatics Opiniones 

Great products and prices with fast despatch.
Customer service is the best ever.
Definitely recommended.

All round excellent customer service - kept in contact throughout the order process and delivery, answered all the questions I had and when the lid to the shrimp tank arrived damaged, they went above and beyond to source a new one for free - keeping me informed throughout.
Thoroughly recommend.

Good company, orders are always delivered when they say they will be, after sales/customer service is great too, changes to orders or returns are never an issue.

I placed an order on the 27th December using the price match scheme. Got a good price, booked the delivery for Friday 10th January.
It said would be dispatched by 7th January, it was dispatched on the 8th January (delays due to weather perhaps). You receive an email stating everything you must and must NOT do to help the delivery company to put your order on the kerbside.
On Friday 10th January nothing happened with my delivery. I received and still haven’t received any information stating my order won’t be delivered on the day I booked and has ETA of Monday.
I given Charterhouse Aquatics a star rating because when I contacted them they weren’t particularly helpful just stated we should have been informed about the delay, the courier has been chosen by the company and reflects the extremely poorly on them. I will not be using this company again. Absolutely gutted, waited weeks for the delivery, paid a lot for it and won’t have anyone to receive the order, what is the point of booking a delivery date, cancelling and rebooking it without contacting the customer - disgraceful customer service (perhaps find a better solution which reflects your company customer services expectations). Please can you state the delivery companies you use so I can judge if I want to trust my delivery with them.

I got in touch with Charterhouse Aquatics who did respond quickly, but didn’t really resolve or reassure me. I told them that Walker Transport (their chosen courier) had changed the date of delivery at (2:36pm on the day) to Monday. No one will be in to receive delivery, it was generic response about thank you for being patient, we should have been informed, etc.

Received my order, it was later than the ETA, parts are missing. Not had a pleasant experience buying a fish tank with them and I won’t be using or recommending them to.

I purchased a mini reef tank off them I was guaranteed it was a simple tank to set up for begininers. I asked there advice on what to buy. They advised me I spent £550 for everything. Upon receiving everything I seemed advice from a marine forum to be told I was miss sold every thing. The bubble Magus series 5 it too powerful for this small tank. A complete waste of money the sum oump also too big for my little tank
I have Parkinson so needed a hobby to which this as been disaster. They seem to only get back to you when you ask them for a purchase otherwise they ignore messages. Please research before purchasing

Charterhouse gave no reason to complain about. Thank you Charterhouse Aquatics ❤️

Brilliant company, always use them for my marine equipment. ⭐️⭐️⭐️⭐️⭐️🌟

Such a great service. Bought a fish tank Ciano emotions 150 Pro and it's arrived very well packed just 2 days after purchase. After 2 weeks i had an issue with light power supply which has been replaced straight away after I reported that to customer service. They look afyer customers and always replied very quickly if you have any problem. Strongly recommended!!!

A Nero 3 powerhead that I bought from Charterhouse Aquatics developed a fault. Customer service asked that I send it in for inspection.

26/10 the pump was delivered to Charterhouse

31/10 I called to ask if there was any news. The guy said he was on his way to the repairs dept very soon and would give me an update that day or the next. Neither happened.

5/11 I again called to ask what was going on and was told that the pump was on the test bench and I would receive a reply that day. This did not happen.

8/11 I emailed asking what was going on and was told that the guy who was testing the pump was not at work and that I would be contacted on the following Monday. This did not happen.

12/11 I received a reply saying that the pump had water damage and that it wasn't therefore covered by the warranty. I was quoted £140 for replacement parts.

I do not accept that a £170 pump that is less than 6 months old can be scuppered by water damage but I fear this is a fight not worth the time and effort.

What I will say is that while they may be very good at taking your money their after sales, at least in my experience and as I hope is made clear above, has been a highly frustrating experience.

I couldn’t recommend this company enough! I’ve been a loyal customer of Charterhouse for years, and they’ve never missed a beat. Occasionally, there have been issues with deliveries not arriving—usually due to the delivery company—but Charterhouse’s customer service has always been amazing. They resolve any issues quickly and efficiently.

I’d highly recommend Charterhouse to anyone. Even if you find an item cheaper elsewhere, they’ll honor that price and provide a discount. Truly outstanding service!

Great service as usual.

Great quality range of products and delivery spot on. You can rely on these guys

I will definitely buy from these guys again

I ordered a fish tank and cabinet 3 weeks ago. The delivery was arranged for 13-09-24. 13th arrived and I hadn’t had any correspondence at all. Phoned and spoke to a man that was very helpful, he took the order number and said he would phone me back, as it should be delivered today. He phoned back and apologised, a mistake had been made. That was fine, I know things can go wrong. He said he would get my money refunded straight away. Somebody else phoned after and said he wants to know why on the first phone call, did the man tell me it was supposed to be delivered today!!
I believe If you get it wrong admit it, and move on, don’t try and pull the wool over my eyes, by saying an arrangement hadn’t been made.

I ordered over a £1000 worth of new equipment from Charterhluse Aquatics. When my goods arrived I noticed one of my lights was an obvious returned product. (Box damaged, screw pack open, and instructions ripped and obviously used) I thought surely this just must of been ordered in error so I put it on my tank and continued setting it up.

To my amazement when downloading the app and registering the light it had already been registered to some guy named Roger. Charterhouse aquatics has sold me a second hand tank for full price money. I have emailed them nearly two weeks ago, asking for an explanation and either an exchange or partial refund and I have been ignored.

Clearly they have no respect or decency. First of all sending me a second hand item and then to ignore me. If it was a genuine mistake an apology and an exchange could of avoided this but now I feel ripped off and un appreciated.

I have requested a return from their website and I will see if they respond when they receive this review. Appalling and deceptive definitely ring true.

I have been buying from Charterhouse Aquatics for years and have spent thousands over the years and now the service is the pits.

On Wednesday 21 August 2024, I placed an order for 2KG Maxspect Nano-Tech Bio-Spheres and later I was unsure if you get 2 bags with 2 KG because if you buy 1KG you get 1 bag.

I got up the next day and rang Charterhouse Aquatics at 08.30 but with no answer, I sent an email asking them how many bags would be coming with the 2KG Maxspect as I wanted to add them slowly to my tank.

I got a reply at 09.56 to say the item would only have 1 bag. I replied If I had bought 2x 1KG boxes would I have got 2 bags to which he replied yes. I then said could you please send me 2 x 1 KG boxes

Steve then blatantly lied to me by email and said the order was shipped out at 08.42 (happy to show the email if needed). What he didn't realise was I rang the shop at 08.30 and no one answered the phone.

Later I sent a copy of an email sent to me from EVRI showing that the item was collected Thursday, 22 Aug at 17:52 and now I have heard nothing from Steve.

The question now is would I use or recommend Charterhouse Aquatics?

NEVER NEVER SOME LUCKY NEW AQUATIC SHOP WILL GET MY MONEY FROM NOW ON AS I CAN'T STAND LIARS.

Great prices, quick delivery, incredible customer service. The service was personable and I felt valued as a customer.

Item was received within 48 hours.

It’s my online fish related retailer. You can tell a how good a company is when things go wrong but they still make it right and go above and beyond what other companies do I salute you all at charterhouse aquatics and thank you for being unlike any other online retailer.

Over the years I have spent thousands with Charterhouse and have always been impressed with their service and delivery however things seem to have taken a turn for the worse. Having ordered early on Thurs and paying £5.95 for next day delivery as I knew I wouldn't be in on Saturday I received an email Thurs eve that due to a problem with the courier my order would now be delivered on Saturday. It seems that Charterhouse have gone from using DPD as a courier which IMO is one of the best to using Evri which is without doubt the worst courier in the UK. If it was free delivery which it always used to be for orders over a certain amount I could understand using the cheapest courier but I paid for next day and there's no apology, no offer of a refund of the postage costs. In future I will be taking my custom elsewhere.

As others have said. The mighty Charterhouse have fallen. Third time now item says in stock for next day. It’s not. Wait for parcel ; no delivery. You have to chase them. The do sort tbf but it’s always hassle. Parcel very rarely arrives next day even when they do send it. It’s a real shame. Aquacadabra is the way forward from now on. My loyalty to these has fallen on its sword. I notice most of the good reviews are 2023. Not recently unfortunately

I have ordered late afternoon and received products my mid afternoon the next day.

What can I say?

Just a perfect transaction, superb customer service and next day delivery 👌🏼

Similar to the previous feedback:
After 14 days, I am still endeavouring to extract information regarding my delivery from them. I found it necessary to withhold payment in order to elicit a response from them.
This lack of transparency and accountability is disappointing and worrying. I will continue to pursue this matter until it is resolved satisfactorily, but I strongly recommend all to think twice about choosing this company, especially if you're looking to buy more serious stuff.

I’ve been a customer for years and wrote a very favourable review back in 2021 but unfortunately can no longer recommend Charterhouse Aquatics. They routinely accept orders for out of stock goods and then make you wait several weeks for them to dispatch your order… There is zero communication from them unless you chase them for your order. Customer service give empty promises. I have lost all faith in them and have taken my business elsewhere.