Anyone Used Aquatics Online?

[GrubbyGirl]

Has anyone used this store before and had a good/bad experience? I've just bought an Eheim external filter from them and I think I have just started on the road to a nightmare. It would be good to get some reassurance from people who have used them before.

I ordered a new Eheim external from them on Sunday and it duely arrived on Tuesday left on the doorstep by the carrier. All looked OK though, the outer box looked just fine. I actually opened the box today to find the filter in it's box that was really bashed up. The seals were broken and the box was partially ripped. When I got the filter out I couldn't believe what I found. For a start off it was wrapped in bags that were clearly not new. The casing to the filter was all scuffed. There was a green piece of plastic (the same as the case) about 5cm x 1.5cm big just lying in the bottom of the box, I haven't even looked to see where that came from. One of the locking clips is hanging off and broken. I don't believe for one second this is a new filter. I have tried to ring them this afternoon and got no reply, which in itself makes me nervous, so I have emailed them and will try to ring tomorrow.

So, if anyone has had dealings with this company I would like some reassurance that they are likely to put this right. What should I do if I don't get a response??

Angela

 

[FF MkII]

I think a few members here use them and have had no problems.

 

[windy]

i use them all the time there only 15 mins down the road from me :clap::clap:

 

[rpp1973]

Taken from their site

"We regret that due to the high volume of telephone calls we are having to deal with, we have had to restrict our answering hours. Our apologies if your call goes un-answered. This volume of calls has also affected our ability to respond quickly to emails. We are primarily a web based company and have not the systems in place to deal both with the emails and telephone calls in the quantities we are getting"



I phoned them last year requesting a diaphram for a air pump i wnated to fix. the part was a few pence but they would not stick it in a envelope? :dk: NO they wanted £5+ for minimum postage:clap: thanks but no thanks i only paid £6 for the pump.



Im sure once you have made contact with them it will soon get sorted.

 

[windy]

i had the same problem as you a few years back with a filter
the box was fine it was'nt till i opened it that i noticed the filter was smashed
i took it back to the shop and they replaced it 3 weeks later lol

 

[mrwickedweasel]

I've used them loads of times for chemicals, filter media and food. Never had a problem:hi:

 

[GrubbyGirl]

i use them all the time there only 15 mins down the road from me :clap::clap:

Don't suppose you're 6 ft 6in built like a heavy weight boxer and look totally intimidating - just in case I have to send you round to sort them out?? :dk:

 

[GrubbyGirl]

i had the same problem as you a few years back with a filter
the box was fine it was'nt till i opened it that i noticed the filter was smashed
i took it back to the shop and they replaced it 3 weeks later lol

Only the box they packed it in was fine, the filter box itself looked like it has been kicked around the warehouse!!

 

[macvsog23]

Please buy your reconditioned Eheim Filters from me folks

 

[GrubbyGirl]

If I was buying a reconditioned one I would!! If I had got it from you it would have been in better shape than this NEW one!!

 

[GrubbyGirl]

OK, here is the latest. I did get through to them late yesterday afternoon. This is what I was told. They always open the box to check the filter because they have had a lot smashed up. He thinks this one had a broken canister so it was replaced hence the broken plastic in the box (interestingly he replaced it with a scuffed and scratched cannister). He didn't see that the locking clip was broken. Couldn't understand that as you can't actually close close the clip because it's broken!

Anyway they have collected it today but have told me they don't have another is stock and neither do their supplier, but of he had the bits he was going to change the cannister and replace the clip. Doesn't really sound like a new filter anymore!!

 

[macvsog23]

Ask for the money back.

Then Kill Kill Kill

 

[GrubbyGirl]

The trouble is they are by far the cheapest for this filter. He said he would call me when he's looked at it, then we'll take it from there.

 

[graham26]

Thats the trouble with buying online the customer service goes out the window you save a few quid on purchases but difficult to return or replace items buy from a good local supplier & 99.9% will sort out any problems in the same day

 

[Doodles]

Most places ive dealt with online have very good customer service. Some shops not online have crap customer service. Tis all swings and roundabouts

 

[Andrew]

I've used Aquatics Online for a good few years and not had a problem with them, bought quite a few cannister filters from them and they were all fine.
They used to have a good customer service when a woman called Jackie worked there, they took back three large pumps i had bought and exchanged them for two cannister filters no problem, after i changed my mind about sump filtration.
I am suprised to see preople having problems with their customer care, hopefully you'll get it sorted out quickly.

Because of there p&p price, i only buy larger items from them, or wait and buy a few things at once, i tend to use Ebay for smaller items.

 

[Irene0100]

if they cant replace it with a new one I would create a big fuss and get money back,

good luck

 

[GrubbyGirl]

if they cant replace it with a new one I would create a big fuss and get money back,

good luck

I have actually said that I want it replaced with a new filter otherwise they are basically selling me a refurbished one. Now if they offer me a discount I may consider it!

 

[GrubbyGirl]

OK here is the update. They agree that the filter had been knocked about badly but their supplier did not have any more in stock so they are going to give me my money back. So they came good in the end. I would however say that the box was so badly beaten up you would have thought they would have checked it before sending it out in that state.