Charterhouse Aquatics Reviews 

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..

Purchased a new tank and within minutes of ordering someone called me to arrange a delivery date - excellent customer service from start to finish, really helpful - would highly recommend and will definitely use again.

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.