Address: 13-15 Ongar Rd, Brentwood, CM15 9AU, United Kingdom
Phone: +441277211433
Rating: 4.1
based on 150 reviews.
Customer Service
Pros:
"Rachel in customer services is really helpful with any order queries."
"Jon and Rachel are amazing in what they do. Fantastic customer service throughout my visit."
"Rachel always goes above and beyond for her customers."
"Rachel's communication and customer service was exemplary and she went above and beyond to make sure my order was fulfilled."
"Spoke to Rachael yesterday on a minor issue with an order of LED lights - problem resolved absolutely to my satisfaction and an absolute pleasure speaking with Rachael - gold standard customer service from an excellent shop."
"Rachel, especially, offers fantastic service and will always give that little bit extra to make sure you leave a happy customer."
"Rachel has been great from start to finish when I ordered a waterbox peninsula 7225, kept me up to date on delivery details."
Cons:
"Visited this store as I'm recently new to the area. I found the team to be arrogant and dismissive."
"Stay away, highly unprofessional, selling items which they do not even have in stock, very poor customer service."
"Don't buy from them I had a product that was almost out of date emailed them waste of time."
"Nice to you when you’re spending money, but the worst customer service if anything goes wrong. AVOID."
"Called the shop and spoke to one of the rudest gentleman I have ever had the displeasure of speaking too."
"Terrible customer service."
"Really really terrible customer service."
Product Availability and Delivery
Pros:
"They just seemed to have everything on our wish list."
"An Aladdin's cave of everything you could possibly need."
"This shop is like an Aladdin cave of high end goods, fish & corals."
"The shop is always stocked with the latest top quality items and equipment."
"Always been able to track my order from the beginning to the end and, this is good."
"Every order I've placed has arrived safely and on time, even down to a replacement part that I had broken was sent out free of charge."
"Superfast delivery."
Cons:
"I brought some inverts from this place and had paid £9.99 next day deliver it came to the tuesday and i heard nothing off h20 or the courier."
"Bought a item online for over £200 then was told they didn't have it in stock."
"Just received my online order which was some Frozen mysis, not impressed. No ice packs and no where near enough bubble wrap to help keep it cool, it was completely defrosted and warm too the touch."
"I had to claim the broken light. I sent it to his address and waited for 30 days."
"I've ordered online twice from H2O and both times they've been shocking - the first time not posting the item for over a week, the second time sending an incomplete order and refusing to put it right."
"Very slow delivery times. Every time I've ordered from this site the delivery takes at least a week, even when paying for overnight delivery."
"Trying and failing to rectify a missing shipment with this store."
Staff and Owner Conduct
Pros:
"The owners are such friendly people and make you feel welcome every time I go in."
"I've known Jon and Rachel for a number of years as a customer. They are some of the hardest working and nicest LFS owners out there."
"Rachel and John are such lovely, hardworking and committed people who do their utmost to provide the best choice, quality and competitively priced goods to the reefing community."
"Went to the actual shop today... Rachel was extremely helpful and knowledgeable."
"The number of times Jon and Rachel have come to my rescue is truly brilliant!"
"These guys showed us exactly what to do and the kids are made up with their new pets."
"Rachel made sure the whole process ran smoothly from ordering to me collecting the tang and the various other goods I brought."
Cons:
"Sadly I can not stress enough to stay away from The place, the bloke who served me was more than happy to take £500 off me for a D&D chiller that broke in about a month of having it!!"
"The staff at the store are more competent than the owner. He is aggressive over the phone and is happy to lose customers because of this."
"I bought a shrimp which arrived dead, phoned up the shop, but they said they won't send me another one."
"They are rude. Worst customer service I have came across."
"Was greeted with quite rude and disinterested staff."
"If I could give this place 0 stars I would."
"i would never buy or order anything in that shop again she was rude she would not let you explain."
Product Quality and Selection
Pros:
"Their coral stock is particularly impressive."
"The go to aquatic store, never been disappointed with the service & the owner is lovely to deal with."
"A huge selection of healthy livestock and carefully selected dry stock by the owners to cater for everyone from beginners to expert hobbyists."
"The quality of livestock both corals and fish are the best and most unusual that I have seen anywhere else."
"This store has an awesome selection of corals and inverts, at competitive prices too."
"Shop is packed with the latest reefing equipment a lovely selection of coral and healthy fish."
"The selection of corals and colours are amazing and all the coral tables are spotless with no signs of any nasties."
Cons:
"The fish were over crowed in the tiny tanks."
"They SELL DYING FISH and don’t tell you."
"Bought 3 kilos of supposed 'ultra grade' live rock from them and received dull grey lumps in the post as in the pictures."
"The most awful customer service from the rudest staff I've ever met."
"Real bad customer service."
"DO NOT GO HERE BIG WARNING. Unless you are looking to ruin your day avoid at all costs !!!!!"
"This shop has some nice stock but it has one major problem and that is the attitude of the guy who runs it."