H2oaquatics Avis 

Great help & advice and honest with it.
Big thanks to Rachel & the team.

Returning back into the hobby after just a little over 25yrs away. Popped into H20 today and had nice long chat with Rachel.Talked about getting back into the hobby and we ended up chatting as if we've known each other for ages.Really appreciate the conversation Rachel and I will be placing my orders very soon. Also look forward to attending the workshop you spoke about. Kindest Regards Sal & Sel.

Ordered 2 TMC auto water changing kits and when delivered one power supply had been damaged in transit.
Contacted the company straight away and received a lovely email back. Very quick to send a replacement and communication was excellent, I cannot fault their customer service which was just excellent.
Gives me confidence in using this company again, thank you for a good experience

Made an online order with H2O, one of the items was out of stock but website let me order anyway.
A lady from the company called to offer an alternative item, but it wasn't what I was after.
Remainder of order was sent very quickly and a partial refund was issued for the out of stock item.
All in all, pretty good service.
Thanks H2o

After reading some of the reviews I was a little cautious, however I cannot fault this company in any way. I ordered on a Sunday and made a minor mistake on my order so I sent an email and they replied within a few hours outside of their working hours and fully resolved my issue! Contact throughout my purchase and arrived well packaged and in a timely manner. Would recommend and buy again from here.

I used H2O aquatics before with no issues this is the first time that I had to do a return and they stole my money, I will never buy from them again.
I returned an item after a week and sent it back with recoded mail.
First two weeks I was told that they did not received the item.
After I was told that they had to inspect the item sent back in exactly the same condition I received it.
After I was told that I was getting a refund through PayPal as I paid with PayPal after two weeks of waiting I was told that the lady was off sick and she would process the refund at the end of the working week .
After waiting another week I was told that refund was processed and I should receive the refund through PayPal.
After three days I contacted PayPal and I was told no claim was made.
When I made a claim to PayPal they told PayPal the item was used although they sent me an email telling me that the refund was already processed on PayPal

Purchased a reactor which turned faulty a month later. She was very nice to me when she assumed I was there to purchase another and turned nasty when I asked for a replacement. I asked for a receipt and was offered a scribble on a piece of lined paper.

Was promised an email invoice which never materialised. Nice to you when you’re spending money, but the worst customer service if anything goes wrong. AVOID.

There are much better online retailers to use!

Ordered some t5s my 1st time using h20. Some of the tubes were out of stock, I was called straight away unfortunately I missed the call so I emailed. Had an immediate reply. Unfortunately h20 were having some difficulties getting the 2 missing tubes so without any hesitation they upgraded the 2 tubes to their top line tubes and posted them next day. Tubes arrived amazingly wrapped and are an exact match, just better 👌. Couldn't recommend them more. Great products, packaging and service. Top team too 👍

Great shop and great customer service, always going above and beyond to help and nothing is too much to ask. Loads of equipment in stock and a wide selection of livestock available.

These guys are mega, honest people and good advice too. They look after their customers and don’t get caught up in all the crap, these guys will be honest with you!

Have helped me out of several occasions hand delivered a new return pump to my door on a Saturday evening when I had an emergency after hours. That’s service!

Rachel is a pleasure to deal with , what's great about H20 is you always know you will get a top class and personal service. Great advice given from clearly experienced reefers. My number one shop for everything marine!

I have known Rachel for a number of years and the main reason for that is the help, support and guidance I have had no matter how much or little I have spent with them.
H2o are a reliable and very well stocked online stockist of all the big brands and if you ever want any help or advice on anything they are always at the end of the phone to help and will even put what is right for you and your reef over what is best for their wallet. The fact that they have been in the industry for as long as they have says it all to me, if you want an honest, competitively priced, and friendly hand to guide you in the hobby and to bounce ideas off then these are the shop - wouldn’t go anywhere else and I’m not being paid to say this

Amazing customer service and extensive knowledge ... Have been a massive help to me when I could have packed it all up!
5* !!

Ordered before Christmas a couple items that was showing in stock yet received half an order and phone call to say there has been a mess up n they no longer have this item and a item i paid over 200 pound for they actually never had in stock they needed to get from over seas.

Was promised salt as a replacement for the original item that they didn't have still no sign 3 months later and the item that I had been waiting on went missing claiming the delivery company chucked it over a side fence

The service I received back when I told them about this problem was nothing short of appalling Jon's attitude is what do you want me to do even after i sent proof the parcel was not delivered it was disgusting. I would Never recommend this shop to anyone and they claim to have all the items in stock but this certainly is not the case. I will give Rachel the benefit of doubt because she was extremely helpful each time i spoke to her but the mans attitude was disgraceful.

Go else where like Charterhouse who actually have the items you want next day and they price match if there is any price difference and you wont have to listen to the bs you get fed on the phone.

I gave this company more than enough time to sort the problem and provided them with every bit of proof they needed to sort it but there attitude was horrendous and judging by other reviews this seams to be a reoccurring problem.

I am now nearly 300 pounds out of pocket and gave them more than one opportunity to call and sort this but got ignored for weeks on end.

Edit in reply to this nonsense

I asked to cancel this order when i was told it wasn’t actually in stock n use had to wait on it coming from dejong but after being told it was on its way n it wld be with me within a few days i says that’s fine

I provided a crime reference number and an incident number

I also sent my ring doorbell records to prove that the drivers story was all over the place. I'm not disputing one bit the driver was outside my house but his story was he spoke to someone on a ring doorbell n they told him to throw a 240 pound piece of equipment over a fence when that’s not the case. I don’t understand how ring records proving that he was at the door but didn’t speak to anyone isn’t enough and now the owner is calling me a liar to save face i’ll happily post the emails aswell.

I contacted the delivery company as well within 3 hours of the said delivery and the apc branch manager admitted that he knew the drivers story was fabricated

The reason of delay in contact with h20 was because from the very start i stated I knew this was not the fault of h20 and done everything I could to back up h20 in emails to apc knowing they were not in the wrong hence why i contacted the delivery company but I didn’t think for one second this would then be turned on me and be called a liar I think it’s disgusting and the bs of this reply to try save face is an absolute joke

Also the nitrate remover i paid for about a week before xmas that they never had in stock and was offered salt as a replacement was never sent in the first place.

I’m extremely disappointed it’s came to this considering I feel like i couldn’t have been any fairer with giving both apc and h20 more than enough time to resolve this issue all it would have took was a phone call to a customer who spent nearly 500 pound in one go .

Would never use this company again. Bought an item from the website which was described incorrectly, contacted the business and they told me it was a different unit for the UK... This was not mentioned in the item description or photos. I confirmed that I would like to return the item as it was not per the description on their website. They ignored me initially then when pressed said I could return it at my own cost. I have pressed them to pay the return cost and they have refused, now having to go through consumer support who have confirmed they are at fault and need to pay return costs.
They have now changed the description on the website admitting their fault. I have pictures of the original item description..
Pathetic that they would treat customer like this and not fix the problems they have created. Wont buy from this site again, There are much better options available with great customer support like Charterhouse Aquatics or Krakken Corals, never had an issue with either of these sites who would accept a return with no issues if the fault was with their description.

H2o have followed up on my review with lies which is just very sad so let me set things straight.

The unit was not on back order when I order it that was a lie.

The item picture and description both confirmed it had 8 plugs, this is mentioned in multiple area of the description so another lie.

It is up to the seller to ensure any items they list are accurate, shame on you to put this back on the manufacturer. I am going to contact Neptune and make them aware of this.

You did ignore my 2nd email asking for a returns label because you don't want to pay for the return and make things right when you deceived me into buying the item with the wrong description.

Also another lie, how would I know it has 6 plugs when it was described as having 8 on your website? You changed the description after I complained I have the screenshots so you know you are lying. That's is the reason I am returning the item!

You are an untrustworthy business but I have a lot of friends in this hobby that won't go near you now so word of month will spread and you shady business practises and poor customer support will cost you.

I have a dispute open with consumer support and my bank for inaccurate product description so you can deal with them.

Selling expired products

I ordered Live Nitrifying Bacteria, received the product and the expiry date had been gone over with a black marker which obviously means the product is out of date – I ordered 2x 16 oz bottles but was sent 1x 32oz bottle, clearly getting rid of old stock!!! Rang them up regarding this, the lady who answered did confirm that she was the one who packed the order and must have missed the large black line going over the date (HOW?!!!)

She agreed if I send the item back, they will send out another bottle, I will have to cover the P&P and they were willing to refund £2 for the P&P…not sure how they think an almost letter bottle can be posted for £2.

I was going to return the item BUT reading the reviews from other people and the replies from this company I don’t think customer service is something they care about, and probably end up spending weeks chasing them up as I believe their motto is that the customer is always wrong, so will count my losses on this one

I used to live not too far from the shop and must have spent £1000’s in there over the years, moved away now so thought I’ll order online from them – Don’t think I’ll ever come back to them again

Don’t see them lasting too long with the customer service they have – Good luck to them anyway

I recently purchased an Aquarium and equipment from H2O aquatics .I had a couple of issues that Rachel sorted out and without her assistance these issues wouldn’t have been rectified. She went the extra mile and I wouldn’t use any other shop. I can highly recommend this shop

Prompt customer service and quick dispatch time. Rachel was very helpful with my order, I received the bulk of my items that week. There was an issue with the time frame of my Waterbox aquarium, not H2O’s fault but a distribution issue. H2O went out of their way and expense to ensure I received this as quickly as possible. Would highly recommend. Thank you again!

Fantastic service yet again thank you! Needed a part to get ATK working again phoned Rachel yesterday to confirm they had one and it arrived this morning. Couldn’t be happier!