Aquatic's On-line

[bigfish]

hi just wondered if any of you have ordered anything from aquatic's on line co.uk? i ordered my goods 8th of june and they took the money from my account on 10th june and i still havent recieved my goods and i spent over £30!!!!!

What do i do? i have e-mailed a complaint and tried phoning their helpline (which doesn't work) but they haven't done anything to help me.

any advice you can give me?

 

[Dragonslair]

Hi bigfish
Yes I have used them in the past. They do take about a week to put your order together. If you wish to cancel the order, use their "contact us" section and then ring your credit card company and explain the reason you wish to cancel that transaction.
Not advertising or anything, I use animal-house.co.uk they are slightly cheaper than aquatics, and they have the option of immediate-next day or 2 days or their free 1 week delivery. You can order their catalogue on line. I use them for most of my aquatic gear.

 

[wetwetwet]

I often use them and have never had a problem in fact found their customer sevice great

But I think I'll try dragons tip next.....

 

[EddieW]

Same for me - I have used Aquatics a lot in the past and never had any real problems. I did have a delay on one order but when I phoned them up they quickly came back to me with the info that they were waiting for one item to arrive then they would send the entire order. I pointed out that it might be best to let people know if there is a delay as I would probably have substituted and they accepted that they has made a mistake and apologised. Other than that I have found them to be reasonably priced and the free delivery is a bonus albeit slow.

I will have a look at animal-house again next time - in the past I have found the bits I was after were a bit more on there but its always worth shopping around.

In no particular order I have used the following on-line companies with few or no problems:
Aquatics Online
LifeForce Online
Tri-Mar Aquaria (not true on-line as you need to phone to place your order but worth it for the wide selections of fish and good prices on other goods)
Anglia Aquatics
FishyBits

(Note by omitting any company from this list I am not implying that they are bad, just that I have not used them - don't want to get sued )

Eddie

 

[liamsart]

hi bigfish,

I have had EXACTLY the same problem as you with regards to Aquatics-online... My mum made an order with Aquatics online ages ago and they have taken the money from her account, but there is no sign of the goods (over £30). I have emailed and phoned and emailed and phoned.... and emailed and phoned, but still no reply from them. I think it is fair to say they are useless. I certainly won't be using them again and I'm getting in touch with trading standards if they don't send the goods soon. I hope you have more luck than me.

 

[-=DG=-]

I bought some parts for my fluval filter. The guy was even kind enought to reduce my postage from the standard charge . I didnt have registered postage. But the thing is what if the bits got lost in the post? I was dealing with a guy called John who saw it all the way through.

 

[EddieW]

OK - I needed some bits and pieces so I thought I'd see how Aquatics Online perform at the moment.

I placed an on-line order to Monday 23rd very late in the day.

The payment was taken from my card on the 24th.

The goods were shipped on the 25th.

I received them today (26th) complete and in good condition.

I am sorry to hear about your problems Bigfish and Liamsart but I have never had any real problems with them over the last six months or so. I have always received timely responses to e-mail queries and efficient responses to telephone calls.

I would suggest getting in touch with them and explaining the problem you have been having (including the lack of response). I know how frustrated you must be feeling but from experience of dealing with suppliers you must keep your cool and not get into a heated or abusive dialog as this won't help (especially if you are going to take it to Trading Standards).

From their site:
About Us
We want you to be totally satisfied with our service. Suggestions or comments are welcomed, please email us at john@aquatics-online.co.uk

Complaints:
IF YOU EVER HAVE ANY CAUSE FOR COMPLAINT, THEN PLEASE CONTACT US STRAIGHT AWAY complaints@aquatics-online.co.uk or write to us at Aquatics Online, 6/3 Newlands Avenue, Brackla Industrial Estate, Bridgend, CF31 2DA Or phone us on 01656 663427 Monday - Saturday 10.00 to 12.00 am and 1.30 to 3.30 pm


I have had cause to e-mail and phone John with queries in the past and he was always very helpful, and I have also phoned the office querying an expected delivery date and the lady who answered was able to track the order and give me the information straight away. If you do phone it is worth making sure you have the order no. handy and include it in any e-mail that you send.

HTH, Eddie

 

[SneakBetta]

The place to get cheap stuff is Doctor Foster And Smithe. I know they have a website. I think it might be drfosterandsmithe.com, probably not. Just do keyword search Dr Foster And Smithe. We get a magizine catolog thing in the mail from them.

 

[EddieW]

Hi SneakBetta,

Unfortunately Drs Foster & Smith are the wrong side of the Atlantic for us

Cheers, Eddie