Real Aquatics Avis 

I needed a new pump for my fish tank and wasn’t sure which one would be best. The team at Real Aquatics were really helpful, advising me on the right pump for my set-up and explaining how to maintain it. I wanted something that would be easy to look after, and they took the time to make sure I understood what was involved. Really helpful advice and great customer service. I’d definitely recommend Real Aquatics!

I recently ordered some fish and received fantastic advice beforehand on which fish would be best suited to my set-up. The fish arrived before 1pm on my chosen delivery day and were all in perfect condition. Excellent service from start to finish. I’ll definitely be ordering again. Thanks, guys!

Contradictory product information, repeated avoidance of a simple question and disappointing complaint handling

My experience with Real Aquatics has been extremely disappointing, not only because of the product listings but because of the way my concerns were handled.

I have dealt with this company through both its own website and Amazon, where Real Aquatics was confirmed as the seller.

The Amazon purchase

I purchased a product advertised as the "Dennerle Nano Gravel Cleaner". The listing contained conflicting information: the title and specifications referred to a Nano gravel cleaner with an integrated pump, while the product photograph showed a different Dennerle cleaner.

I relied on the title and description, but received the different product shown in the photograph.

When I contacted Real Aquatics and supplied screenshots of the advertisement alongside photographs of what I received, the company insisted that the correct item had been supplied. Their explanation focused on me supposedly confusing two different products, rather than acknowledging that the listing itself contained inconsistent information.

My return request was eventually approved, but that did not resolve my concerns about the advertising.

The direct website purchase

I subsequently ordered the Dennerle Nano Mulmsauger Gravel Cleaner Syphon directly from Real Aquatics.

Their website advertised the product using the manufacturer's original photographs, product code 5878 and specifications describing an integrated hand pump, hose holder, flow regulator and other components.

Because of the previous Amazon experience, I contacted the company to verify that the item being dispatched was the exact product advertised, with all the original manufacturer's components.

This should have been a straightforward question.

Instead, I received conflicting responses.

Initially, I was told that the product was simply a siphon and that "Nano" referred to a product range. Later, the manager said he had seen my order being packed and believed it was the product I wanted.

However, despite my repeated requests, nobody provided a definitive confirmation that the dispatched product matched the manufacturer's exact model and complete contents.

I even referred to Dennerle's official instruction manual, which identifies the individual components.

Rather than answering my questions directly, I was repeatedly advised to accept or return the item. Eventually, the manager recommended returning it to bring the matter to an end.

Why I am dissatisfied

I am not complaining because the company refused to accept a return. They offered return arrangements.

I am complaining because, after already experiencing a problem with another listing, I wanted to avoid the inconvenience of receiving, opening, inspecting and potentially returning another incorrectly advertised product.

I was asking the retailer to verify the product it had packed and dispatched against its own advertisement and the manufacturer's specifications.

I do not believe that is an unreasonable expectation.

The responses made me feel that my concerns were being dismissed rather than properly investigated. References to positive product reviews and suggestions that I should read the description more carefully did nothing to address the discrepancies I had identified.

Customers should not have to repeatedly argue with a retailer simply to establish exactly what product they are purchasing.

I have retained screenshots of the advertisements, the manufacturer's official information, the Amazon order and our correspondence.

Overall, this has been a time-consuming, frustrating experience, and I am very disappointed with the standard of customer service and communication.

This company needs to be avoided when you are Interested in buying boyu fish tanks off them Put a caveat after you placed an order to state you have to peer through the packaging to check tanks glass as no claims can be made if you unpack and find damage to tank .Avoid like the plague have something to hide .

Ordered some Elephant Skin stone which was by far the cheapest I had seen anywhere. I was kept up to date throughout and the 20kg was delivered the next day. Excellent service thank you, very highly recommended.

I ordered a number of inVitro plants which were delivered within 2 days, unfortunately one of the plants was not in the best of conditions, I emailed them they got back to me and offered me a refund or a replacement plant which I took they posted it out to me and I'm very happy with the replacement plant.

Bought 3 in vitro plants all were dead, brown, no gel left and virtually all mush. Do not buy in vitro plants from Real Aquatics. Very disappointing. But they did contact me back and offer full refund so I have amended this review. Edit Since then Mark Chinnery the founder personally popped over to my house and gave me some Invitro plants. So this review went from 1 star to 5.

I purchased a pond pump 17 months ago via Amazon and it suddenly stopped working
Contacted this Real Aquatics and got a prompt reply from James
After carrying out a couple of things as requested I was sent a returns label
Within five days they let me know that a replacement pump was on it’s away and it’s arrived as promised
Highly recommended thank you

Wil not refund a pond pump that has failed within 4 months, customer service is very poor.

Ordered some Koi Fish Food. Had great customer service and was advised on what one would best fit what I need. Order arrived on time. Fantastic service!

I have ordered from this company a few times, and their customer service and delivery times are great. I would definitely use them again.

Took 58 pounds off me for fish
Said he’d post out next day - two weeks later no fish!
All emails ignored
No refund
Avoid avoid avoid!!!
Robbers!!!!!!

If I could give no stars I would, please stay away from this company they take your money and cannot fulfill your order!!!! Took ages to get my money back… save yourself the hassle and shop elsewhere…

My Pontec PoodoPress pump filter arrived fully assembled I admit I bought before pond was finished and inspecting the pump/filter it looked all ok .The system worked well for a few days then started to go cloudy ,when I dismantled the top I noticed a smoke stain on the tube so I reassmbled the item and waited for a new bulb. When I took the bulb out completely I noticed the wsher was covering the collar of the tube which was chipped around the edge and that had let the water slowly seep in. ther was no glass fragment in the surrounding space unless it had washed away. Real Aquatics was buy a new tube Mine was go to a supplier with a magice sounding name in Dagenham

Initial service for purchasing a mightymate pond pump was good but when the product became faulty the customer service went down hill. They were difficult to get hold of at first but eventually were in contact with technical department. The product came with a 3 year warranty and that was the reason the pump was purchased as we have always gone with an alternative brand before. It failed within 12 months and after determining that the rotary blade was faulty it was then explained that this is not covered by warranty and can be brought for £18.99. We feel let down as this is about the only thing that can fail on a pump and the 3 year warranty is useless. Nowhere on the Website does this get mentioned when purchasing the item and when we asked for a contact at headoffice
or manager we had no reply.

Bought platies, guppies and mollys earlier in the year. Guppies and mollies were fine but all the platies arrived with white spot and died. Luckily I treated the rest of the fish and they are thriving. Have used company before with no problems. The delivery company never delivers at the time they state, always late then I have to sympathise with an extremely irritated driver even when I’m irritated myself.

Very dissapointed It said I would pay £29.35 then when I click pay they added a whopping £29.99 shipping fee.

You should advertise this shipping fee.

I ordered 2 female guppies and 1 male the females both died within a week of me receiving them, the male and everything else in the tank is fine. I emailed Real Aquatics with photos and they have never responded. I'm very disappointed and will not purchase from them again or recommend them.

Very good experience, I ordered a little after 1 on a Thursday so I was expecting to get them the following Tuesday, but they phoned to say that as long as I replied to the email today they could get them packaged and send out the following day which was brilliant. The fish arrived safely packaged and double bagged, I notified them about 2 that were unfortunately doa and they got back to me within an hour and were lovely on the email. Will definately be using them again 😊

I've been quite skeptical about ordering livestock online as some people had poor experience and risks of carrying livestock in transport, hence I was looking through reddit and I saw some good suggestions for UK aquatic companies, so I stumbled across this company
couple months ago, and I am happy to say that my fish and shrimp arrived safely and in a healthy shape! I was quite impressed by the way it was packaged (with heat packs) and thank you so much to you guys for adding in extra fish and shrimp hehe :D was a nice surprise.

The delivery was quite late however it was not an issue, their customer service is lovely too!

Overall, I loved ordering from you guys, will definitely use your service next time :)
PS thanks for the candy in the box haha