Charterhouse Aquatics Reviews

Name: Charterhouse Aquatics
Address: Unit 14 Merchant Drive, Mead Lane, Hertford, Hertfordshire
Rating: 4.82

4.8 Rating 1,903 Reviews

95 %

of reviewers recommend Charterhouse Aquatics

4.8

Based on 1,903 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Next Day
On-time Delivery	95%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

Charterhouse Aquatics 5 star review on 1st March 2026

Anonymous

Geoff Head

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful Language: Any Any

English

“Some days ago I placed an order with Charterhouse Aquatics which was delivered not as ordered. I have advised customer services both by email with photographs and by telephone with no positive response. I am slowly losing my patience and this damming note is my first step in getting the matter resolved. As per the photograph the 55w lamp is correct, the 30w lamp is incorrect.”

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Posted 1 year ago

“Ordered a week ago paid for next day delivery but still not received”

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Posted 1 year ago

“Has been my go-to retailer for aquatics for years, but things have really gone downhill in the last 12 months. They don't seem to know what's in stock and what's not and routinely expect the customer to wait several weeks for dispatch after taking their money. Very poor communication and customer service is not what it used to be. I will be taking my business elsewhere.”

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Posted 1 year ago

“Haven't even received order yet and it's asking me to submit a review?? Won't let me login to website either yo check order status??”

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Posted 1 year ago

Hi Ben, Thank you for taking the time to submit your review & we are sorry to hear that your order has not yet been delivered. Please be assured that your order was dispatched the morning after the order was placed, on the delivery service selected at checkout. Our team are currently in touch with the courier to see if there is an issue. Unfortunately, your account does not contain a contact number, If you could reach out via email (support@charterhouse-aquatics.com) or via telephone on 0203 697 3750, we would be more than happy to update you on your delivery and assist with logging into your account. We look forward to hearing from you and apologise for any inconvenience caused. Kind Regards, Charterhouse Aquatics

Posted 1 year ago

“I'm afraid I can only give one star to this product, it might be a great product but I wouldn't know, reasons are I purchased this cause it says, safe for all freshwater fish and when I read that it's a good treatment for columnaris I was excited, but unfortunately I'm unable to use it because I have neon tetras in my tank and I bought this specifically to treat them. Also when I called to speak to an advisor, he wasn't particularly pleasant to speak to, seemed to be rushing me off the fone, my impression anyway. £27 foe nothing.”

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Posted 1 year ago

“Still waiting for my 1-2 day delivery 9 days after it was despatched”

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Posted 1 year ago

“Had previous orders state in stock but it doesn’t arrive. When I phone I’m told item is out of stock. Not great really”

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Posted 1 year ago

“Ordered perfectly fine , shipping 1-2 days perfect , arrived 8 days late , great no message to say it was gonna be late or anything”

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Posted 1 year ago

“Despite all products showing in stock online they never are and you have to wait at least two weeks before they dispatch them. I always have to chase the order up. Didn’t receive a response to my chaser email and when I phoned them the guy I spoke to couldn’t have cared less. Won’t be ordering again.”

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Posted 1 year ago

“Salt was not delivered. To be fair to Charterhouse they were let down by their courier, DPD. Salt was meant to be delivered on a Thursday. I got message to then say delivery will be Friday. On the Monday the reason for non delivery was that the parcel was damaged by the courier, DPD. I cancelled the order and refund promptly made.”

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Posted 1 year ago

“Ordered on Friday paid extra for Saturday delivery and received the item Wednesday”

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Posted 2 years ago

“Disappointed to find the fish tank cabinet chip-board, flat-packed, very difficult to put together. Disappointed to find the cabinet for the fish tank chip-board, flat-packed, rather than delivered assembled. Instructions for assembly a nightmare! Had to hire someone, at additional expense, to put the thing together, which took him 3 hours to figure-out and build. Wish I hadn't bought this item!”

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Posted 5 years ago

“Still not recieved. Still not recieved ! Parcel damaged awaiting replacement”

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Posted 3 years ago

“Awful Service. Service has been awful over the last couple of months, unrealistic lead times for out of stock items and delivery dates not adhered too. The only positive I have is that refunds were dealt with quickly. Unfortunately you will no longer be my first port of call for my aquatic supplies.”

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Posted 5 years ago

“Poor customer Service, Delivery late. So I ordered 2 items, one turned up later than expected and damaged. Other was not in delivery so rung to query. Got told other item was being delivered separate. And I would receive a discount on damaged item. 5days later the second item arrives and no discount. Disappointed with this high profile company is a understatement.”

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Posted 10 years ago

“Waste of time.. Paid for next day delivery - Never received. Was never advised they didnt have the stock. Called first time on their premium number and was advised i would have it before the end of the week. Called again 3 days after, they advised they didnt know when it'd be back in stock. Thanks for time wasting.”

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Posted 8 years ago

“Internet order for biorb bulb. I ordered my replacement bulb over a week ago, I'm still waiting for it! It was meant to be in stock. It is prepaid.”

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Posted 8 years ago

“Poor experience again. Ordered on sunday and the item said in stock, i phoned to confirm this on monday as i needed the H2ocean P1 doser the next day as a matter of urgency and was told it was in stock and would be with me tuesday...later that day i received a phone call saying the item had gone out to someone else and was no longer in stock they apologised and i was told that a 螢50 pound voucher would be credited to my account as an apology, very generous i thought..... i never received it....rather disappointed in Charterhouse on this occasion.....not the first time they have let me down, sadly i don't see myself being comfortable purchasing from them again or be able to recommend to others.”

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Posted 6 years ago

“3rd time lucky. 3rd time lucky Paid for Saturday delivery but wrong item was sent so replacement part arranged for delivery on the Tuesday only for the item to be used so finally got my parts Thursday. Customer service was good just a shame the people picking items have no idea”

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Posted 8 years ago

“Appalling delivery times. Placed my order as they were one of the cheapest for what I wanted and the delivery time was one week which was acceptable. Item was dispatched within 48 hours and I received my delivery tracking number. When I used this tracking number it then said delivery would be two weeks. I課ｪve checked today and my delivery date has been moved back by another day. My item has been at DPDs Birmingham Hub for over a week and has not moved. Why the delivery company are keeping my item I have no idea but don課ｪt quote one week delivery if the delivery company can課ｪt even get close to that. Update - the delivery didn課ｪt arrive. I have sent two emails to Charterhouse and received an automated reply saying that I would normally hear back within 24 hours. One was a week ago, one was two days ago. Still no reply. Appalling service.”

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Posted 7 years ago

Charterhouse Aquatics is rated 4.8 based on 1,903 reviews