Rocket Aquatics Reviews 

Absolutely brilliant service!
Ordered a Marina Vue 32 after much research. What a brilliant service. Ordered on line and was in situ at home 2 days later. Fantastic aquarium that came very well packaged. Thrilled with the product and service.

Excellent pricing, very competitive. Great response when contacted. Tank arrived when promised. Many thanks.

I ordered fluval evo tank and various accessories on Tuesday. All items apparently were in stock. Spoke to rocket yesterday for a Tracking number and was told rather than the two working days stated on website, they would need to order directly from manufacturer and it would maybe be next week. It did not register what had been said as i was busy so, I decided to call when they opened. I have now left two messages and sent an email and am in the process of pulling back payment with my bank. I would advise others to use caution when dealing with Rocket aquatics and i will certainly will never use them again. Disgusting customer service, very poor communication and misleading website.

I needed tailed items for my tank, I actually selected the wrong item and the fantastic customer service team helped me amend my order to what I actually needed!

Would highly recommend!

Absolutely amazing service, I ordered 2 items and the following morning I received a phone call. That call was to save me paying for parts I dont need, wouldn't get that kind of service from most. Item was a very large and very heavy fish tank, ordered late Wednesday evening and was delivered before 11am friday morning. They made it so easy to swap the parts that I didn't need for some parts I did need. Cant thank them enough for the fast, polite and very helpful service

Bought a bulb for my Viv. Asked for correct sizing, bulb came wrong size but invoice showed my correct order. Phoned to be told to return the bulb and pay postage which I would be refunded for then they would dispatch my correct one. Needed the bulb urgently for my lizard so couldn’t really wait! Told they’d refund the difference. Not impressed, women quite abrupt, def wouldn’t order from here again!!

I had ordered an item from this Company 8 days ago.Order No 179245. No correspondence from them since. E-mailed them twice. No reply. Just rang them up. Message on answer phone states. Lines closed till monday! Today being Wednesday. And their information on the web site states lines opened from Monday to Thursday. Not had this experience before so am at a loss as to what to do next. Perhaps I should have read the reviews on here first before placing my order. I have the feeling that something fishy is going on here. When however I do hear from them I may upgrade my ratings.

little nervous when ordered my trigon 350 after reading negative reviews but no need to worry , informed at each stage and delivered on time .
Many thanks

I have tried to order from this company on 2 different occasions, and neither of the items turned up in the 1-2 days delivery window.
At the first time I ordered a fish tank on Monday as I was planning to set it up that weekend. On Thursday I decided to call them to get an update, as I have not received a dispatch notice about the item.
The lady on the phone claimed that they only had 1 of the tank in stock and sadly they found on inspection that it was broken, so decided to order another one from the supplier but that will take about 2 weeks to be delivered to me. BUT if I am not happy with this solution, they are happy to offer me another product, that is currently in stock.
I find it very weird that reading others' reviews here this seems to be a very common excuse for not delivering tanks...

Anyway, I did not accept a replacement and asked my money to be refunded. Ended up ordering from another site the same day and the tank was delivered the next day. Only positive point about Rocket Aquatics is that they at least indeed sent me my money back.

On the second occasion I have ordered a mini filter from them which was also listed as in stock. The same thing happened as before - after 2 working days I decided to contact them (this time via email) to get an update about the filter. To my surprise the item was out of stock again, but I was offered to be sent another item that is actually in stock... Again I refused and asked for a refund.

So all in all the Real Time Stock Reporting on their website is a scam, and they actually have a very low stock of certain items only which they will try to offer as a replacement for you, in case you take the time and try to contact them to get an update about your order. If you won't contact them you will probably only receive your item in about 2-3 weeks, but definitely not in 1-2 working days! Needless to say, both items that are knowingly out of stock are still showing on their website as 'In stock'...

UPDATE: Rocket Aquatics has just contacted me with the following email:
"We note your comments on Trustpilot and can assure you that we have been trying our best to resolve the problem and have today at last managed to collect an AquaEl Pat Mini Filter from the importers by insisting that they double checked their stock (which was showing zero). We spent some time in their warehouse and eventually found one.
Your refund has already been processed and we don't wish to cause you any more inconvenience, so we are prepared to send it to you by 1st Class post free of charge if you agree to update your Trustpilot review accordingly. Please advise."

Although it is a positive thing that they tried to resolve this problem, I still find it very questionable and offensive that they try to bribe me to change my review here by sending an item free of charge. Should they not lie about their stock in the first place, there would be no issues posted here.
I would have been willing to change my review if they sent me the item without even mentioning Trustpilot, but as their courtesy is clearly based on this review, I am not willing to update the amount of stars given.

So happy with my tank (aquael leddy 60) arrived 2 days after ordering it in perfect condition, and I was also able to track it in the post, very happy

Ordered juwel fish tank on a 1-2 day delivery
It finally arrived 1 week later in a shocking state the
Original box was soaking wet and badly damaged
You can’t get through to them on the phone only
Answer machine
Won’t be ordering from them anymore
Anything but customer service

Ordered a little Marina tank that I was going to use as a fry tank. It was marked as being in stock. After a week, I emailed to enquire what the status was and was told that they only had one left in stock and it turned out to be damaged so they had ordered a new one which would be in next week. These things happen and that's fine.

Three weeks later again and I have received nothing. They don't respond to emails. I've tried to phone them but all you get is an automated message saying that the phone lines are unmanned and you should email them instead. As they don't respond to emails, that's not terribly helpful.

I have sent them one final email but expect at this point all I shall be able to do is try to reclaim my money through paypal / my card provider or take the matter to county court. Don't use them!!!

UPDATE: Following my Trustpilot review, Rocket contacted me to apologise and offer me an alternative (larger) aquarium to compensate. That was scheduled to arrive today and did. Unfortunately they use UKMail. I was quite surprised the parcel actually turned up given this, but to anyone who has prior experience with UKMail, it won’t be surprising to know that when I opened the packaging the aquarium was smashed to ribbons. I’ve increased from one to two stars because at least they made an effort (albeit after the negative review), but obviously still not terribly satisfied and still awaiting a resolution to this new development (only happened in the last half hour to be fair).

After a few problems getting in contact (which it appears may be due to my email address bouncing unfortunately), I received a phone call from the owner, and can say that the company is very helpful and that they have been trying to get in contact with me to resolve my issue. In light of this, I feel I must change my review to that of 5 stars as they took the trouble to get in contact with me out of hours, and I can understand they must have been as frustrated as I was!

Ordered a 20L Pano HD FRF-440 aquarium from their website, as they had it for sale significantly cheaper than everyone else out there. They emailed me to ask if I was happy with the only colour option that they had available as it was different to that shown on the website. This delayed the delivery by a day but I was happy that they checked first to save the hassle and cost of returning the item to them. The tank was extremely well packaged. I am very happy with my purchase. Thanks Rocket Aquatics, I will definitely come back to you in the future.

Shockingly poor first and last time experience!!!

POOR CUSTOMER SERVICE,
no update, no call back, lunch break more important

1-2 DAY DELIVERY takes a week.

LIED TOO,
item delayed, was actually never sent!

Ordered a aquarium stand on Wednesday 19th delivery states 1-2 days, I take the day off to wait for delivery and received message from UKmail saying the item wasn't available for delivery, I call rocket, some woman tells me ill have to wait for her to find out whats going on because its her lunch time, 4 hours later i have to call her back as I've heard nothing, no one answers so i leave a v/m stating to contact me on my mobile with an update. within minutes i get an email, saying it had been delayed it will be with me the following Tuesday 25th, nearly a week after my order was placed (so much for 1-2 days delivery). 6 days later!! When i finally received my order (taking more time off work) the delivery note said that it was collected Monday 24th for next day delivery, So Tony stop lying, your rubbish at it look at trust pilots reviews, take note.... Deliver the service you state or update the website, learn to speak to people and actually provide some customer service to those people that pay your wage.

I ordered the fish tank a few months ago and stated that the tank was urgent as I had 5 goldfish who needed a bigger tank. The tank came with no lid which isn't really stated well on the website so I did not know I wasn't going to receive one until I double checked. I then ordered the lid on the 16th January 2017. I have only just received the lid and it is the 8th March 2017. The delivery stayed 3-5 days so on the 6th day I emailed asking where my order was as they had not emailed me with why it was late or an apology etc which shouldn't have to be my job. They told me that the lid was out of stock even though I had previously stated in emails that the fish tank was urgent and another email asking where the lid was and ordering one. Through no point in time was I told that this lid was out of stock throughout all the emails before and whilst I was ordering the lid.
Like I said this fish tank was urgent and I have a cat so a lid was very much needed.

The only time they ever gave me updates on the order was when I emailed them. They never once emailed me first to update me, it was always me who had to do it first. I am very disappointed as the tank is gorgeous and a decent price so I was very much looking forward to giving my fish a new home, but this was tarnished and led to dissappointment as i waited nearly two months for the lid. It's a shame as they have really good products and the person who I was emailing was actually quite nice. I just don't like how it was down to me to track my order which I paid for and the fact I was being sold products which were out of stock. Other than that the fish tank is lovely and my fish love it.

Paid for next day delivery on Monday, it's now Friday and the item hasn't arrived. Apparently they didn't have the item in stock so called to cancel the order and get a refund.
Phone lines are diverted straight to answerphone.

I have since been refunded, if they had of answered the phones I would have not cancelled the order

Brought 2 x tubes for my Jewel tank, very easy to fit,Very competitively priced,and very quick delivery,this is my second order with Rocket Aquatics and will Definately be using them again in the future.AAAA++++

I used to struggle to get replacement bulbs for my aquarium until I found Rocket Aquatics. Now I order the bulbs and they promptly turn up,carefully packaged without any problems!

Dont use this company customer service shocking...ordered a tank on 1-2 working days delivery on 8th january for my daughters birthday on 17th january the tank never arrived till 19th january...they gave some lame excuse about the tank being damaged so they could not despatch and were waiting on new stock...no contact to inform me of the delay until i got in touch on 15th january to ask what the delay was they said they sent me an email the day after i ordered to inform me of the delay (lies) not even once did they offer an apology !!!!