Charterhouse Aquatics Reviews

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

4.8 Rating 1,896 Reviews

95 %

of reviewers recommend Charterhouse Aquatics

4.8

Based on 1,896 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 17th February 2026

Anonymous

Anonymous // 01/01/2019

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English

“Order process was simple, good price also. What wasnt great was delivery. Parcel sent via royal mail so I guess out of Charterhouse aquatics control but it is one of their chosen companies and as everyone in the country knows royal mail is one of the worst at the moment. What used to be 24h guaranteed is now "we aim for" or maybe 48h if your lucky. I spent the entire day at home, and we all know what this is like, the first delivery attempt failed due to what I later was told "the van broke down". I am physically two roads over from the sorting office but they couldnt find my item so the entire day was waisted. Second attempt failed as no one was home so I still ended up collecting from the sorting office on day two. I personally would be asking for a part refund on failed delivery if I was Charterhouse. Had delivery been as advised on day one it would have been 5* but this isn't the first time I've had issues with CA orders delivered via royal mail”

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Posted 4 days ago

“Where to start. I ordered 6 packs of copopods at £2.50 a packet looking at the picture advertised i didnt mind paying £15 for the 6 packets. What arrived were not the ones in the picture. They were the cheap 4 packs for £5 run of the mill ones you can buy anywhere. They arrived and most were DEAD. I called the shop to complain and was told thats what they sell at twice price of everywhere else. Then he said about the postage which I had paid for and that im to email with video which ive done. 4 days later I havent had a reply or the refund I requested.”

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Posted 1 week ago

“Hello. I am still waiting on my purchase which I placed on February 1st. I still haven't received it. Can you let me know what's happening? I've sent emails and have not even had these acknowledged. Im still waiting on a response. Can you do something to sort this out please? Deborah Carson.”

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Posted 2 weeks ago

“more than a week and still no delivery ?”

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Posted 4 weeks ago

“I haven't received my order. Could you let me know what was the problem. Because I didn't receive nothing. I have paid for premium delivery and I haven't received my order.”

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Posted 1 month ago

“I dont think i will ever shop with in the futcher as your delivery not great as when u pay for next day delivery then u do not recive it as i still not recived my order from you”

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Posted 1 month ago

“My experience with this company has been incredibly frustrating from start to finish. Two days in advance of the scheduled delivery, I called to make sure everything was in order. I was reassured that there were no issues and that my order would arrive on the booked date. Despite this, the package was never even sent because a team member missed it. They admitted the mistake was on their end, yet their attitude was basically, “That’s just how the system works.” Instead of taking responsibility, they acted almost as if they were the ones being inconvenienced. I booked a day of my holiday specifically to be home for a pallet drop that never happened because nothing had been shipped. Now I’ve had to take a second day of holiday for the reattempt. Despite all of this — the missed shipment, the dismissive customer service, the incorrect shipping charges, and the loss of two days of my time — there was no meaningful apology and not even a token gesture offered. On top of that, I had ordered several other items separately. Each order went over the £50 free-shipping threshold, but one of the items had a 3–4 week lead time. I asked if the items that were already in stock could be shipped first, and I was told I’d need to pay an additional £9.95. When I checked my original order, I noticed that because I used a voucher, the system dropped the order below the free-shipping threshold and charged me £3.95 — which shouldn’t have happened in the first place. But once again the attitude was, “That’s just how the system works.” If the order was split, logically it should have been £3.95 × 2 = £7.90. I had already paid £3.95 on the original order, so the remaining charge should have been another £3.95. Instead, they reduced it to £6 and told me that’s what I had to pay. (Is my math not mathing?!) What makes this even more disappointing is that I’ve spent thousands with this company over the years and have always been a loyal customer. After this entire experience, I cannot recommend this company. The errors were frustrating enough, but the dismissive attitude and lack of accountability made it significantly worse.”

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Posted 2 months ago

“Absolutely woeful, possible the worst customer service of all time. Ordered a terrarium with 1-2 days shipping, still not here a week later and after 8 emails later still no sign of an order or refund.”

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Posted 4 months ago

“More than half my order did NOT arrive the one plant that did arrived completely snapped and dissembled. I called customer service to be told to wait for a factory response and they will ring back didn’t get a call back! That was £57 down the drain for stuff I did not receive I’m so upset I don’t know what to do.”

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Posted 5 months ago

“Stole my money”

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Posted 5 months ago

“I am still awaiting delivery of the items I ordered ?”

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Posted 7 months ago

“Always great service”

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Posted 8 months ago

“Bought a wavereef k1 nano skimmer checked dimension to make sure is fit built it up dropped it in tank doesn't fit nowhere on the description does it say the footprint does not include the bracket £80 and I will have to carve it up with a grinder to get it to fit . The skimmer seems to work OK footprint including braket is 75mm x120 mm worth buying if it fits”

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Posted 9 months ago

“Item doesn’t work”

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Posted 1 year ago

“Item inappropriately packaged and arrived damaged. Emailed supplier and did even receive an acknowledgment.”

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Posted 1 year ago

“Delivery takes too long even tho I have paid extra for it.”

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Posted 1 year ago

“Received thawed mice when supposed to be frozen complete waste of money”

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Posted 1 year ago

“The new website is shockingly bad, difficult to to navigate and the stock status doesn't even load half the time. Ever since you moved to the "Shop" layout, actually completing a purchase takes ten times as long. I only buy from you now if I literally cannot ge what I want anywhere else.”

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Posted 1 year ago

“It stated on the home page of the website free delivery with every order over £50. I went to checkout with 3 items (2x Nyos test kits and Nyos copepods feed) and was charged postage for 3 separate items totalling £14 odds. I couldn't cancel the order and ended up having to pay the total postage amount.”

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Posted 1 year ago

“I've ordered with you alot before but this order has made me think whether to use you again unfortunately. Over a week on and still no product delivered. I've contacted you and you said you are trialling evri and would hurry it up. Its still not here. I won't be using your service again on this basis.”

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Posted 1 year ago

Charterhouse Aquatics is rated 4.8 based on 1,896 reviews