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Reviews 301
Regular Customer
Apr 13,2017The website always shows stock when there is not. This has been confirmed by store staff, who get these complaints all the time. Excuses always used when you finally get hold of them. "moving warehouse" has been used twice over the last couple of years. Don't bother calling them for years now I have tried, they do not answer the phone ever! You have to call a store such as Maidstone and they get hold of the online team and call you back with the latest excuse. Good prices, but it's not worth ordering from the website. Print a copy of the item you want from the website and go in store and they honour the online price. Ark Pets Online is a dreadful website to order from, and good luck getting a refund promptly. The stores will always agree with you as they take flack for the failings which have gone on for years, nothing ever changes. They agree with that too. What could be a great customer experience and a 5 star company has somebody at the top who couldn't manage a public lavatory.
Alan Purvis
Mar 31,2017Ordered various bits for Laguna filter then got an email hours later to say order was pending then it was dispatched a couple of days later,received within 24hrs of dispatch and fitted that afternoon no problem.Thank you for what I regard as a very efficient service.
Angela Herbert
Mar 29,2017I ordered an aquarium and stand on Thursday 23rd March. We needed a new tank urgently as our old one had started leaking. I had a confirmation email straight away with phone numbers to ring if I had any queries. Yesterday my order was still only showing as pending, so I tried to ring the numbers, but got no answer on either. Knowing there was an Ark pet shop in Gillingham, I looked up their phone number, and rang and spoke to a very helpful lady, who told me the warehouse was next door and she would pass on my message about how soon I could expect delivery. Later that afternoon I got a call from the delivery driver to say our tank would arrive today. This morning he rang to let us know his arrival time, he duly turned up at 12.30. He brought the tank and stand into the house, and unpacked them to allow me to see my order was correct with no breakages. I was extremely worried about this company after reading several really awful reviews, but my experience has been very satisfactory, and I am more than pleased with the service I received. Thank you Ark pets!
Craig
Mar 22,2017Shocking behaviour from a so called online shop. Happily took my money and yet over a week later my order is still pending. No answer from any of the 100 phone calls to them to try and find out the problem with my order. Will have to let my bank sort out a refund. Spend a few more pennies and save yourself time and hassle by buying from a reputable company.
Andy Stone
Mar 09,2017i placed an order for 2 heaters on the 27th feb 2017 card charged £39.98, day later I get an e-mail saying the product is discontinued to be refunded, today is 9th march still no refund despite several phone calls which is hard to get through as they rarely answer and several messages posted on the contact us page. when they answer the phone they tell me that their accounts department will refund it. Avoid these people like the plague, I will be asking my visa card provider to intervene now.
Geeback
Mar 07,2017Placed order, some items arrived, some items did not. Promised a refund for items out of stock - still waiting 15 days on. I will pass this back to the credit card company. Impossible to get hold of or get meaningful response. Will never use them again
T.Powell
Mar 01,2017Was a little worried about placing an order for a large Marine tank system after reading some reviews but have to say they were very good to deal with. Had a few technical problems with my item which they resolved straight away. Every email I sent them was greeted with a quick, polite and helpful reply. Very helpful and polite delivery team also.Thank you Ark pets online would definitely recommend. Great customer service experience
James
Feb 28,2017Purchased an order shown as in stock, received a prompt message the day stating the order was cancelled (No reason included). Ok so things happen, still waiting for my refund and impossible to contact, looks like a credit card fraud report will need to be filed. You just cannot conduct business with these standards.
Kimberley
Feb 21,2017I placed an order on the 2nd Feb to be emailed on the 7th Feb being told that "Unfortunately your order has been processed without a delivery charge. The order is ready for dispatch but we would however require the postage to be paid before we can allow the order to leave us". I instantly called them to find out why this has occurred the reason i was given was that they had changed their Delivery supplier/company and that is why the delivery payment was needed. I felt like this was a bit of an excuse for the fact that their current online system was clearly not working to include the additional P&P charges. It was my initial thought that seen as this is clearly an error on their half that the original confirmation of Shipping as "Free" (noted on my order confirmation) should be honored to which the person on the other end of the phone seemed uninterested and expressed no empathy nor understanding to my frustration. This lack of customer service then left me asking for a refund. The 10th Feb i had to request and acknowledgement of my request for a refund - i received this later in the day. Shortly after receiving acknowledgement i was sent the following email "Our Managing director has been in touch with us concerning your order. And has requested that we contact you to offer sending your order with no postage cost, as the website error was a mistake on our behalf. Please let us know if you would still like to have your order sent. Sorry for any inconvenience" I replied back thanking them for the goodwill gesture however i had repurchased the items and wish to proceed with my refund. 21st Feb - i received an email telling me i was finally refunded and it would take up to 5 working days to appear in my account. I hope this is a one off bad experience however their lack of decent customer service and afterwards reading other bad encounters i will not be ordering from Arkpetsonline again nor will i ever recommend it to anyone.
David.
Feb 18,2017Placed an order on the 5th Feb 17, money taken out of my account on the 6th. After a week of not getting my order I tried contacting them on their two so called customer services numbers but without success. I left 3 messages over three days to contact me as my order just states pending. It is now the 18th and nearly two weeks later and no one has contacted me, no one is answering my calls and my order still hasn't arrived.....AVOID THIS COMPANY.
Barry Browne
Jan 12,2017Ordered from this company on the basis that the item was showing in stock (3 available). Received a confirmation e-mail and they duly took the money from my account. The next day i receive a 2nd e-mail telling me that the items were out of stock but not to worry they will send them to me when they get there delivery in so i called them to find out when that might be and they said in a couple of weeks time. This was no good for me so i requested a refund and they updated the status to "cancelled, to be refunded" and i was told this would be done within 5 days. So no problems so far ill just wait for my refund and boy did they make me wait and wait and wait, oh and they dont reply to emails the guy on the phone just says he will pass a message on to accounts and he did this 4 times so they obviously listen to him or maybe he didnt actually message them as he said he would? Anyway i guess I'll never know but i finally got an email 14 days after they said they had cancelled it telling me that they had issued my refund and today i have my money back so i thought I'd let you know how this mob act when they've taken your money for things they dont have. They then make you wait to get it back and dont respond to emails and maybe just maybe tell a few porkies along the way. Avoid this comoany and use a reputable well known company had i checked trust pilot 1st i would never have ordered from them so learn from my experience and just dont!
Tom hynard
Dec 31,2016Ordered a exo terra cabinet on a Saturday waited few days (Tuesday) and didn't turn up so contacted them which took a few phone calls to be told it wasn't in stock and it would be with me by (Saturday) a week later as they told me there delivery was due Friday. So I called on that Friday just to double check to then be told the delivery was now Tuesday. So I asked for a refund which had taken 2 weeks to refund with constant emails being sent. I would avoid this company because I sure am.
Stewart Remington
Nov 29,2016Purchased some laguna Pond spares from Ark. Promised deliver within a few days. However items didn't turn up. So after a few weeks. I decided to contact Customer services. They hadn't contact me to say the items weren't available. So after chasing Customer services the items were later delivered. Disappointed with the service!!
Colin Brown
Nov 26,2016I was a little skeptical about placing an order given some of the reviews about Ark Pets but decided to order and see how things went. I placed an order Monday evening and received an order confirmation email. All of the items ordered arrived Friday lunchtime with the courier sending me a text giving me an hour delivery slot. I will be using Ark Pets again.
Ancient Mariner
Nov 03,2016Dog medication ordered Sunday, despatched Monday and delivered Tuesday. Order complete and it was good to be able to get all the items I required from one supplier and competitively priced. On this showing would use again.
Victor
Oct 18,2016This is not the first time I have dealt with them and have found them very efficient. My last order was confirmed on Friday. Confimed it was on it way on Monday and it arrived on Tuesday. Also very good prices
Beth
Oct 10,2016Ordered on 30th of September, order status is still at pending on 10th October. Replied to my first email explaining the out of stock item should be with them on the 7th of October, and my order would be dispatched ASAP, this was fine until my order status is still pending and they haven't replied to my recent emails asking for an update. All items were shown as in stock on their website, this is obviously not true. If you want a quick delivery with good communication and almost as good pricing, try Amazon. *Order was dispatched on the 11th of October* **Only one item was delivered the day after dispatch, the rest is yet to arrive. Courier is UK Mail, who ignore emails and only briefly replied to a Facebook message** Complete waste of time, don't bother.
Chris Jackson
Oct 10,2016Ok, so every time and this is only the third time i have ordered, all my deliveries arrive within 2-3 days boxed and wrapped up nicely. Great! No complaint here. My only gripe is that I get no confirmation email when my order has been placed, no despatched email. The first time i thought i had been scammed. Just the small things like an email would make this a 5 star experience. Would i buy again yes! I'm looking at an aquarium as i write just cant find that voucher code to tempt me ark pets online?
scott
Oct 05,2016So after waiting 3 days for my order only one of 2 parcels arrived, no big deal...next day comes my other 2 bulbs arrive and as i open the box i cut my hand and later my foot on the broken glass inside, i then spend the whole day calling to finally after 50 odd calls get through to someone and explain, they didnt care less really and just said to send a email with a picture of the broken bulb, yes go back in the box and potentially cut myself again so they have a picture. Anyway i done this with extreme cauhtion, then called backed 5 mins before they close to confirm they had it and they decided to ignore my call. So im left here with no bulb and a cut hand and foot. Will never deal with these imcapable fools again.
Unit 3 Haslemere Trade Park, Sutton Road, ME15 9NL, Maidstone, GB
http://www.arkpetsonline.co.uk
James Piddock
Apr 13,2017This is the worst company I have ever experienced. You can phone the two numbers on their website as any times as you like and nobody will ever answer. The products I ordered I was not told for 2 weeks that they were out of stock and then I could not get an answer as to when they would be in stock. I cancelled the order and have now been waiting 3 weeks for a refund and cannot get hold of any via email or phone to advise. Stay away from this company they do nothing but disappoint!