Charterhouse Aquatics Bewertungen 

First rate customer service... very helpful, clear comms... excellent first experience with the company!

My experience with this company has been incredibly frustrating from start to finish. Two days in advance of the scheduled delivery, I called to make sure everything was in order. I was reassured that there were no issues and that my order would arrive on the booked date. Despite this, the package was never even sent because a team member missed it.

They admitted the mistake was on their end, yet their attitude was basically, “That’s just how the system works.” Instead of taking responsibility, they acted almost as if they were the ones being inconvenienced.

I booked a day of my holiday specifically to be home for a pallet drop that never happened because nothing had been shipped. Now I’ve had to take a second day of holiday for the reattempt. Despite all of this — the missed shipment, the dismissive customer service, the incorrect shipping charges, and the loss of two days of my time — there was no meaningful apology and not even a token gesture offered.
On top of that, I had ordered several other items separately. Each order went over the £50 free-shipping threshold, but one of the items had a 3–4 week lead time. I asked if the items that were already in stock could be shipped first, and I was told I’d need to pay an additional £9.95. When I checked my original order, I noticed that because I used a voucher, the system dropped the order below the free-shipping threshold and charged me £3.95 — which shouldn’t have happened in the first place. But once again the attitude was, “That’s just how the system works.”

If the order was split, logically it should have been £3.95 × 2 = £7.90. I had already paid £3.95 on the original order, so the remaining charge should have been another £3.95. Instead, they reduced it to £6 and told me that’s what I had to pay. (Is my math not mathing?!)

What makes this even more disappointing is that I’ve spent thousands with this company over the years and have always been a loyal customer.

After this entire experience, I cannot recommend this company. The errors were frustrating enough, but the dismissive attitude and lack of accountability made it significantly worse.

Outstanding even when things don’t go to original plan.

I have always been happy with my mail orders from Charterhouse Aquatics but finally have a reason to leave a review. My order (an aquarium heater) was unfortunately delivered broken and inoperative - these thing happen but invariably bring on apprehension on what the post-sale experience will be like. I am happy to advise that my experience was outstanding. I sent an e-mail reporting the problem, received the automated acknowledgement but then a personal response 40 minutes later. The response indicated a replacement would be sent - which duly arrived 20 hours after I raised the issue in the first place. No hassle waiting for the faulty item to be returned, no long wait for a reply. A truly exceptional post sale experience.

Had some bad luck with my fish tank that required a return of several new items. The return process was easy and the customer service was first class. Will buy from them again once my issues are resolved.

Honestly great company and great customer service.
I had a few issues with DPD items turning up smashed but Marcus and the team delt with it amazing.
The issue i faced wasn't down to the team, but down to DPD.
Great vaule, great customer service and helped me choose my first reef tank

Absolutely ridiculous, I bought a bunch of frozen fish food from them and they sent it without any cooling or ice packs so of course they arrived completely defrosted and are now useless?? I understand shipping frozen food is hard, but if you can’t do it don’t sell it!

Absolutely fantastic service from when i placed the order to literally receiving Juwel Rio Aqaurium within 2 days and at a fantastic price. Aqaurium arrived well packaged and wrapped, had a small issue with missing cover for filter but was sent a replacement without hesitation very quickly , great customer service with 1 very happy , satisfied customer. Thank you.

Waited now 4 days for much need food for my spiders not happy had to travel miles to pick some up!!! Waste of time and money!! Never again avoid if you need things ASAP crap

Not had an issue with Chaterhouse Aquatics as a company, HOWEVER, they use ERVI for their so called "free" delivery. So based on that thrilled from 5 Star to 3 Star. Any company that elects to use ERVI, shows they are NOT committed to Customer Service / Care. Dump Ervi and will change review from 3 to 5 stars.

I was a loyal customer for years, spending thousands, but their after-sales service is poor. They refused my gift card on an order with a standard offer, delayed shipping until all items were in stock, and made me pay return postage even when they’d recommended the wrong product. Good at taking money, but loyalty counts for nothing. They don’t care if you spend thousands. I’m glad I recently stopped buying from them and when I did again I got stung again.

Fantastic service from beginning to end. Handled my order well and quick to ship. Evri mishandled my parcel and lost it. Immediately spoke to Charterhouse, who recalled the lost parcel and sent out another using DPD to arrive the next day. I will definitely be using them again!

2nd april ordered a pump for my fishtank it said 3-4 weeks for delivery this was fine, well 4 weeks past and i heard absolutely nothing so i emailed chasing up my item to be told it would be at the end of the month (this was in may), well it did not appear and i had no update.

We are now in june i email again, remember i ordered this in april with a 4 week delivery timeframe, low and behold i have been told end of the month again i have now told them to cancel it.

This is beyond a joke why sell it if its not in stock at least make it clear before purchasing that its an indefinite wait.

Ordered some items. Took the order and my money. Still waiting 10 days later, no updates. Why take orders when clearly it's not in stock. If you want something delivered in an acceptable time frame avoid these.

Absolute waste of time. Selling items they do not have in stock.

Bought item from them and after two weeks still didn't get it, so I've contacted them to find out they don't have it in stock, and that they are sorry.

Now is one month gone and had to ask for refund.

Don't waste your time use different shop.

Best aquatic store around, excellent customer service & this is the best place to order an aquarium tank.

I ordered an external filter on 2/4/25. Still waiting for it, I have chased several times to be told that it is out of stock, but more are due in ‘a few days’.

It’s disappointing that I have to keep chasing, communication from CHA is poor.

Today, the filter is in stock online, available next day. I can’t contact anyone however as they don’t work weekends…

A useless Chatbot instead concocts a senseless message about ‘mixed up order numbers’ and promises to pass to a human. Which will take days, as they don’t work weekends. There is no way to speak to anyone either.

This created more worry than reassurance.

I won’t be getting my filter anytime soon by the look of it. It’s been a month.

Previously parcels were delivered the next day by pdp, now it takes a few days and they write that delivery the next day, they changed to evri because it's probably cheaper, service has deteriorated!

Response to email about delayed delivery was replied to promptly and the part of the order that was out of stock was removed. Received delivery the next day. Had a small issue that I only mentioned but again it was sorted straight away.
Highly recommend!

Bought as a house warming gift for new neighbours who likes mine from Charterhouse and they were thrilled.

Thanks really appreciate it the tank looks really cool

Genuinely disappointed that they insist on a faulty product be returned first before a replacement could be sent despite sending pictures clearly showing the problem.
In my case its a led light unit that has partially stopped working due to water ingress ( product is ip rated to 68 so is fully submersible).
Shame as there normally such a good company to deal with..