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Review by Thomas Clayton1 year ago
AVOID THIS COMPANY. This is has been the most frustrating online/retail experience of my life! Waiting for 3 MONTHS for delivery, sending to an incorrect address, inconsistencies with stock displaying false info on the website, putting the emphasis of the blame on the customer and lack of basic customer care and communication. My mind is set on not using this company EVER again and giving them so many chances after taking a liking to them on their youtube channel @charterhouseTV.
The first issue came about when the first batch of items was a no show to my address. It came as a surprise to me when I found out that it had been sent to an old address, which was listed as a billing address during the order and on the finance process. I checked with the finance company I processed the money through (on 3 separate occasions) and they had confirmed the billing and delivery address was correct and that Charterhouse had this had been obtained by them, so there should be no issues. When I rang, I got through to one of the directors they were really not helpful at all. Initially, there were no suggestions other than driving to a previous address, where I have no way of getting into the property to gain the items that had been sent. What was even more frustrating, was that the rest of the delivery was due to be sent to this old address including a 450 Litre tank with a large stand. The mere suggestion by the member of staff to drive to the property and collect the item myself really wound me up as you can imagine trying to load a pallet into a car, how the earth would I be able to take a pallet delivery myself? They also doubted the stock display issues that I had mentioned on the website even though on adding the order and checkout stated no issues at all: so this left me feeling a little shocked and upset. I decided not to make a fuss but continued with the order when the Director had informed me that the address had been changed so there will be no further issues. I thought this would be the last of it; so, It came as a shock when I then spoke to another colleague on the phone who said the address had not been changed by this director. They then stated that the address had now been changed (2nd attempt) and that I would have a refund on the difference I paid extra delivery. Another shock when I found out via email after speaking to James, that none of this had happened, again?! This is a disgrace and absolute incompetence. The next frustration started with my original order on the plants, rocks, and background being significantly delayed, the plants by 3 months! I can accept that sometimes distribution issues affect online retailers but for three months? They also stated that at the time of the order the dispatch on the items would not have any issues, I was informed when I contacted them about the delivery issues that these items would take a while to get to me. I was always the one chasing for an update and it seemed to be open-ended every time. The money I gained from the credit over the delivery issues was used for more plants to make up for the ones I was waiting for. To add insult to injury, I had major issues with this also. Again, the website stated that everything was in stock, I was given a date of dispatch and delivery date: like last time. I then had an email the day before delivery notifying me that there would be a delay to my order. This then took ANOTHER MONTH to arrive. You really can't imagine a company getting this so wrong and really not being that bothered about it.
It is absolutely ridiculous, that a company can be so incompetent, have such issues with stock management, communication issues and lack of customer care. I really wanted to like this company even after they messed up my first orders, I gave them another chance and they blew it again. I genuinely really won't be using them again and I do not recommend this to any of you. To highlight the difference in customer care I have received elsewhere. I had an issue with another retailer overstock, but they kept me notified on each stage, apologised profusely and rectified it by a week. I also received a gift voucher for my troubles. Charterhouse, you have a long way to go! Sort out your website, stocking issues, communication and attitude.
As a close of, my only advice to those who have similar issues, ask for James. He was the only one who when I contacted them would look into issues, apologise and prevent me from pulling my hair out further.
Charterhouse Aquatics is rated 1.0 based on
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