I had ordered a couple of reef rods but after waiting and waiting for some time Charterhouse was not able to confirm dispatch since they were still waiting on their provider to make the items I ordered available. After waiting more that two weeks and with the preassure of starting the aquascaping with my life rock I had decided to cancel and change the order for some life rock.
I had no problems changing my order and all the way through Charterhouse kept me updated and responded to my inquiries. So when I get my tank mature enough, I'll be more than happy to continue using the shop !
Thanks for all your help and assistance and very much looking forward to get some lovely live stock soon.
Happy reefing everyone !
Charterhouse aquatics can beat high street prices, they deliver what they say they can do. All products are wrapped securely, delivered on time. Any support / advice needed is given pleasantly via telephone email. If they don't know the answer they find it out.
Would seriously use this company .
Well after buying this light unit and finding out when setting it up that it only dimmed in manual and not on the timer in auto (which isn't pointed out on either company's web site) I asked Charterhouse if I could return the unit.
To which they replied NO because I had opened it and tried it! Also this unit came with a faulty LED driver (which Arcadia did replace ). But still very disappointed and unexpected response with Charterhouse and there standard "we can't do anything our hands are tied"response! This company is great to deal with until you hit a problem and you ask for a refund then they hit you with the standard can't have a refund emails. Found them just not interested in helping me out after just spending £396 with them.
Good service. One of three deliveries delayed for no stock. I would of liked other order items on order delivered.
Within an hour so of placing the order it had been collected by the delivery company and from there on in the tracking provided showed me where the parcel was at any time right up to its delivery the day after ordering and free !!!
my LFS has just closed so was trawling net for a supplier, on reviews i chose this company . ordering was very straight forward, prices competive and there communications with regards to delivery were second to none. i would have rated five stars, but one of the containers containing phosguard had popped its lid and i had to retrieve half the contents from the padded envelope.
I would definatley buy from again, they had everythink I needed and very quick delivery, was told what day it would be delivered , and on the day of delivery I received a email telling me the time frame of delivery which in my case was 12:55-13:55 and pleased to say that is when I received it. A Big Thumbs Up Charterhouse Aquatics.
Would recommend Charterhouse to anyone, I have had nothing but brilliant service from my very first order to my latest one, very good website and the new mobile site I love it.
Keep up the good work
I ordered an Eheim 2074 filter from the Charterhouse website.The price was as good as any and the filter was delivered next day. Charterhouse use Interlink for their deliveries - Interlink send an email early in the morning letting you know the one hour delivery slot for your order.
great website really good company and will use again
This was a first class service! I received an email with the estimated delivery time first thing in the morning. I was able to track the delivery schedule and it arrived within 2 'minutes of that time!!! It was wonderful!!! Can not rate the sevice high enough :)
I have purchased 2 items in 2 days and they are excellent. The price was very competitive and I got free next day delivery. They were Brillant as every step of the way they gave handy emails about my delivery.
Well definitely be using them again.
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.
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