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Reviews 301
Ed Wardle-Davies
Oct 09,2013I write this review as a the manager of a small pond and aquarium maintenance business who, from time to time, has ordered items through Ark Pets Online. In total I have placed exactly 80 orders (between 2nd August 2012 - Present) through Ark Pets for a variety of items from pond liner, pond filters through to aquarium accessories and the occasional special order item. I have given 4 stars as a representative and honest appraisal of a company which has supported and helped me even when my requests have been occasionally difficult or required above the average service. I will continue to use Ark Pets Online because: 1) They go the extra mile to acquire what I need when I need it even if it's difficult to obtain. 2) They stock a wide range of products and can dispatch items the same day when the items are in stock. 3) Their chosen delivery courier service (City Link) is highly reliable and always give forewarning by email when the parcel is due to arrive. 4) I have placed orders for a few specific items which have been out of stock. The items have been ordered quickly and dispatched in a timely fashion almost without exception. 5) They have price-matched many items at my request. Their pricing is generally very good therefore many of my regular items can be bought at very competitive online prices. 6) Orders over £30 have free delivery. The delivery on (in-stock) items is swift and there are very few companies who can compete with it from my experience. 7) All members of staff have been diligent and attentive to detail and pleasant to deal with over the phone. To give a balanced review I have to highlight both positive and negative aspects. The main negative aspect I can think of is that getting Oase (pond) products recently has been very difficult through Ark Pets Online unless they have been in stock. As I deal regularly with Oase products it is a shame I can not get all I need through one supplier. Having said that however, their Oase products were excellently priced and the Oase clearance sale was full of bargains. In truth, there have only been three orders (of 80) which have not gone to plan. Two of those items were faulty and Ark Pets dispatched a replacement free of charge ahead of my faulty item being returned. The third item was placed on pre-order but could not be obtained and a full refund is promptly given. All things considered, not a bad record which is why I will continue to use Ark Pets Online.
Ian Moon
Oct 04,2013The lighting in my old 95L aquarium packed in, so I used this as an excuse to get a new 200L aquarium and after long deliberation set my heart on the Fluval Roma 200. I did a bit of research and found Arkpetsonline. The prices were very competative and what grabbed my attention was the fact that they would deliver free, bring the aquarium into my house (most will leave it on your doorstep as they are not insured) and check it, but also, for a small fee, assemble my aquarium cabinet. I also ordered a new external TetraTec Ex1200 filter to go with my aquarium. Because I was a new customer I also got 5% reduction on the filter (unfortunately the aquarium wasn't included, but this was clearly stated on the website). I placed the order on a Sunday afternoon. Delivery was pending on the Monday morning. I got a voicemail on Tuesday saying it was in stock and due to be delivered and Thursday received my new aquarium and external filter. I also received a load of free stuff like substrate, net, fishguard, background, etc... Not to mention all the loyalty points that I amassed purchasing stuff that I can now use toward my aquarium or my other pets. I cannot recommend them enough, I am a thoroughly satisfied customer who will be using them again.
Jacqui
Oct 03,2013THEY MIGHT BE CHEAPER BUT THEIR CUSTOMER SERVICE IS RUBBISH! I ordered a £500 aquarium, and decided to cancel it 6 days later after reading online reviews AND finding it cheaper elsewhere. Here's my story and I hope it helps someone out there as I am very unhappy about the whole experience of buying from Ark Pets: - Phoned them before I ordered to see how long delivery would be = within 5 working days; ,was told the delivery team would contact me to arrange a suitable time/day.. All ok so far so I went ahead and ordered/paid (BIG MISTAKE) -Day six no contact from them so I phoned to cancel and received bad attitude from the man about my reasons for cancelling (change of mind). - After two weeks, no email received informing me of a refund, so phoned many times and got no answer or it went onto a 'leave a message' which I did asking for someone to call me back - no one did. - Emailed them asking about my refund, got a reply a couple of days later from Jo Hammond saying it will take up to 28 days at which point I checked their terms and conditions where it does say refunds will be made as per the sale of good act 1979. - On the 30th day, still no refund or email from them, phoned them about 5 times a day on both their phone numbers, either it just continually rang or went to answer phone. - On day 31 still no refund, emailed them via the website contact thing, telling them how unhappy I was and where's my refund etc, no reply ON DAY 32 - I have had enough now and have contacted my credit card company who will try and help me get a refund. If they do not manage it, I just don't know what I am going to do!!! It's a lot of money to lose, and I can't afford a solicitor and I still need to buy a bigger aquarium!!! I have learnt a very painful lesson and I will NEVER order ANYTHING from them again and to be honest, it has put me off ordering anything 'large' ever again online. In future I will go to a shop, even though that is very difficult for me usually (hence why I ordered online in the first place). Please be careful with this company, reading the other reviews it seems its just one man running it all, which might explain the total inefficiency but even so every customer expects and deserves excellent customer service these days and this company just does not provide it in my (and others) experience. I just so wish I had googled searched the company for reviews as the ones on the Ark Pets online web site are excellent, so I guess I am being naïve in believing them.
Peter Newcombe
Oct 01,2013Searched the web, and these guys were by far the cheapest. Placed the order and the goods turned up well packaged and exactly what I asked for. They well deserver there 5 star rating.
Mark Gray
Oct 01,2013This company has always had the items I've needed, when I've needed them. The order I received today was no different. They have always been able to answer the questions I've had without playing 'the salesman' Also great prices/great range. Would I go anywhere else? Never.
Dawn James
Sep 27,2013Ordered an item from the site with delivery within 2-3 days. No item arrived so I chased them up, took a couple of emails to ger a response where they told me the item was not in stock and had to be ordered in. It was due in that friday (2 days time) and would be sent out the same day. Next Weds arrives still no delivery, chased again, again it takes a few days and goes to get a response from them. Was rudely informed it hadn;t come in and they had no idea when it would come n from their suppliers or their suppliers suppliers !!!! Upon asking if they could kindly find out they said they couldn't. As which pont I requested to cancel the order. It took them a couple of days to cancel , some 10 days after the order was placed. Today is day 29 after the order was cancelled so day 39 since they took my money and I am still waiting for my refund or indeed a response from them. I will be reporting them to trading standards as they are breaking the regulations and whats worse they really don't give a damn about it!!!
Lona Stuart
Sep 19,2013Company takes your order then emails to state that your order has been cancelled and refund given as they don't do free delivery to Scotland. No refund after two weeks then told by email that refund takes 28days. I have put a claim into my credit card company against Arkpets. NO REFUND SHOULD TAKE 28 DAYS.
Edward Munns
Sep 18,2013Ordered a Jewel T5 light unit for my 450 aquarium. Arrived within three days and worked first time. Also got a discount plus new customer discount making the unit a very good deal. Would definitely use them again. Highly recommended.
Joanna Vasey
Sep 18,2013Ordered something in July. They took my money on day one but when the order was still showing as pending a week later, I rang them and they said it was out of stock so they had to order it. Couldn't give me a date so I waited. After another week, another phone call, similar response, blamed the supplier. Eventually I cancelled my order. This was in July and 2 months later I am still waiting for my refund. Time to contact Trading Standards, I think!
Alan Jefferies
Sep 17,2013This is the first time i have used Ark pets online and will certainly use them again in the future. An order was placed on monday it was confirmwd and dispatched the same day and delivered on tuesday excellent. The item exactly as described and reasonably priced. What more could you want.
Gary Jones
Sep 12,2013Fantastic service, I have never received a delivery so quick and so easy to deal with. Ark Pets Aquatics & Reptile, definitely be placing my orders with you in the future. Many thanks. Arthur Jones.
Marc Anderson
Sep 06,2013Ordered aquatic items on Thursday delivered next day on Friday e-mail received to inform me it would be delivered Friday the items were very well packed almost over packed it would have taken a lot to damage them my one experience of this firm is very good.
Ewan Bumpstead
Sep 05,2013Have ordered from Arkpetsonline before and had no problems and have ordered again as the best price and free delivery. Item delivered quickly and was a very good price as also able to use a discount code. NB Cannot understand the other previous bad reviews as I have not had any problems with this company and would strongly recommend.
Peter Exeter
Aug 30,2013Hi , I ordered a Jewel lighting unit on-line Thursday 29/8 about 1pm. During the afternoon I received an e-mail to say my order was being processed, and by tea time there was an e-mail to say the order was dispatched. By 11.00am Friday 30th the parcel was on my doorstep. Well packed, & worked fine. What more can you ask for ? Peter
Antony
Aug 30,2013Ordered a jewel trigon 190 with stand from ark pets as they had the best price I could find. Ordered on a weekend and money was debited on the monday , by Thursday had not received anything but confirmation of my order. I started to look at reviews and noticed a lot of bad ones which started to worry me. So I emailed on Thursday night and got a response first thing Friday morning, assuring me the order was with the driver who was planning route and delivery. Got a phone call Friday evening to confirm if Sunday delivery was OK. Got a phone call Sunday to notify the delivery was 1 hour away, delivery arrived within the hour driver was friendly and brought the parcels inside and asked me to check everything before he went. All in all after being worried I received exactly what I wanted at a very good price within a week of me ordering, which I would consider to be a good service.
Pamela Howson
Aug 22,2013Ordered a fish tank turned up without notice on a Saturday morning. Driver said sorry but your fish tank was put on van be mistake, no problem my neighbour was around to let them on. Just tried to set up the fish tank and the lights don't work, spoke with the manager there he was rude and not helpful at all, even asked why I buy things on line if I don't like the returns policy, he has sent me a faulty light unit which he wants me to go out (5 feet long) buy packaging take it to the post office send it back to him to then be sent a new one! Fish mean time would be in a tank with no lights or lid, never mind the hassle of having to package such a bulky item, that won't even fit in my car, lovely company not please do not purchase from this man, when I asked about complaints procedure he gave me a name, of mr ash, no email address no telephone number. Feel I ave been treated unfairly by this company and have contacted jewel makers of the tank and consumer rights. I await a reply
Ahmed Boutoubane
Aug 18,2013This company is ran by only one person, he has no skills towards customers and he held my money for 30 days in order to gain interest. My product was not delivered, and my money was held for 30 days according to the refund policy. They was under investigation according to previous consumers. DO NOT APPROACH THIS SITE.
Lee
Aug 07,2013Ordered a new aquarium on Friday, it was delivered Tuesday in perfect condition, very well packed, and paid £30 less than any other supplier online. Very impressed, thanks Ark!
Paul Baker
Aug 01,2013Haven't got it yet so can't yet review product but web states usually within 5 days its been 5 days now told another 5 days ( including weekend). Tried to call twice. First time no answer second got through to someone. So not bad. Didn't have to wait on hold. Emails take like a whole day to get back to you.
Unit 3 Haslemere Trade Park, Sutton Road, ME15 9NL, Maidstone, GB
http://www.arkpetsonline.co.uk
Crisa Gia
Oct 15,2013i have pond fish,gold fish for 2years and i use food from Arkpetsonline and my fish are happy healthy and growing . everytime i order food it comes fast and within a good price