Urmston Aquatics Reviews 

Internet sales service excellent.
1st issue was dealt with quickly and efficiently. A few weeks later, 2nd different problem occurred. No reply to 3 emails. No answer to 2 answer phone messages.
£550 purchase. Had to buy 2nd filter elsewhere.

I ordered the wrong liner from Urmston, they were great I actually spoke to a human being on the phone and he explained the return and replacement process, I sent the liner straight back and got a call from Karen 2 days later on the day it was received, she took payment for the larger liner and dispatched it on the day, it arrived the next day. Brilliant service. HIGHLY RECOMMENDED *******

Thank you Chris. Amazing company, very competitively priced products and fast delivery

Brilliant experience. An absolutely outstanding company run by people who genuinely care and are passionate abou the hobby. Having had a truly horrific experience with swell UK who I’m still waiting for a refund from from a multiple failed delivery with zero communications. This was stunning. I ordered an aquarium in the morning and it was delivered that evening. Proactive communications, the personal touch and genuinely friendly staff can’t thank enough for helping me get the take into our house. He went out of his way to affect the delivery that day their prices were the best service exceeded any other company I’ve used. Do not hesitate to use this company you will not be disappointed. I saw a one star view about a difficult delivery but that was from a company. He’s not attached to this one. I can assure you these are the finest of people even though I live in Leicestershire, I’d actually make the trip to Manchester to visit the store. I was that impressed. I’m the owner of a global retail company. I know how hard logistics is. They smashed it.

Got a fluval sienna 332L deliver. Had to ring and get them to send the tank out as we did not get an email.

Then to top it all off the delivery company only do kerbside delivery and I have had a bad back and had to carry the tank by myself.

Then I phoned urmston aquatics to tell them I wanted to put a complaint in and the lady was rude and said its all in our website.

Also the woman shouted and deliberately gave me the delivery number to complain knowing full well what she was doing. The delivery company was so shocked when i called them that spoke to a lovely lady So I raised my voice never shouted.

There was no apology and every review that is replied is always the customers fault they never take the blame

There should be 2 people on that delivery and I will not be ordering from here again
Also they have stated in their replied that I blackmailed them when I said I was going to give them a bad review this is not blackmailing what so ever it is my RIGHT as a customer to inform future customers what to avoid and where I personally would shop.

So avoid urmston aquatics all the customers are wrong 🤔

Bad customer service!

Over the few years I bought 5 blood red parrot cichlid fish from here ,but every new fish I bought,they killed them of,so I thought I'd swap them for smaller fish,,but wouldn't except them bk,which I didnt like,,they killed of about £150 worth of fish,,wouldn't buy parrot fish again,,

Ordered my fish tank at 8pm by 8am the following day asking if they could deliver as they had made room on the van which saved me a 6 day wait brilliant communication all through the delivery and the driver was very helpful getting it into the house and checking everything over, to find the plugs where missing for the lights but he got straight on it and the plugs have been dispatched the next day! I can’t emphasise enough the quality of the customer service. Thank you!

I bought an aquarium through them earlier this year. They were responsive when I had any issues and queries with delivery, and then were really helpful and non-combative in fixing a small problem I had with the aquarium just recently. I would recommend them if you're looking for somewhere to order a new aquarium.

Bought 2 tanks from this company in just a couple of months.

Our most recent order we needed help with as it was a large 450 litre tank and I knew I couldn't lift it my self. I messaged this company to ask if they could help get it on the stand and they went out of their way to make it happen and save my back the struggle 🤣

All set up now, I love my new tank and our turtles are even more happy in their massive new home.

Thanks so much. I will definitely purchase off you again in the future.

Fantastic service and advice from the staff here. Always on hand to provide advice, even when they don’t actually have the item in stock
Good quality dry stock and good quality livestock and great advice for both

I found a leak on my blagdon pond on Tuesday evening so ordered a replacement liner at 9pm and message the Facebook page asking if they could dispatch ASAP as my pond has a leak.
The liner was dispatched before lunch time on Wednesday and arrived at my home in Hull by 12 noon Thursday morning.
Absolutely brilliant customer service and answered my message even out of working hours. Thank you I will be ordering again but hopefully not another liner ha ha.

The older guy (not the young owner with short hair who wasn't in work today as I was told) who I spoke to was impatient, cocky, grumpy and unhelpful who lost his temper and put the phone down on me a few times and refused to pick up the phone after that. I spoke to him on several other occasions as well and had the same negative impression about him every time too. He has a dismissive deameanour. Unfortunately, I didn't get the name of this arrogant man who also claimed he was the owner (co-owner I guess). He is a great example of what atrocious customer service is. He is running a business with his friend I guess, and it looks like he doesn't give a damn about customer service. If he is not the co-owner, he claimed he was, his should be given a good ticking off or shown the door. If the young owner reads this, he might wish to know that the bad phone call with this man started at 9:47 on 05/06/25 for his information and investigations as necessarily. This obnoxious "owner" put the phone down on me soon after the conversation started when I asked if he was the owner so I could discuss some issue. "... because you asked for the owner I though you want to sell me something that was why I cut you off..." he said at the beginning of the 2nd call but proceeded to put the phone down on me again when I told him that his customer service skills were bad and warned him that he would get a very negative review on Trust Pilot ( he did not care).
In my opinion a man with such short fuses like him shouldn't be allowed to work in a shop full of customers like this or only be given tasks (such as changing water of fish tanks or something a bit more important like cleaning out guineapigs' cages, both of which do not require interpersonal skills and knowledge/appreciation of good customer service.

06/06/25. ADDITIONAL NOTE
(If anyone cares to read their 1-star reviews you will have noticed one common pattern emerging: In every case, it is ALWAYS the customer's fault and NEVER the shop's, staff's or the owners'). Owners are so arrogant, behaving like the bees' knees. Seemingly, any complaint from customers is not acceptable. What a braindead way to run a business!! Do The pair of you even understand that customer service mostly means SOLVING CUSTOMERS' PROBLEMS. Helping instead off getting p**** d off when customers need your help. LEARN A LESSON ONCE AND FOR ALL from this 1-star review b4 your biss folds, and be grateful for my advice.)
I just read the reply to my original review from Urmston Aquatic's other owner. Not impressed with your not-our-fault approach mate, and with the inaccuracy of your fact collection using the noise from your cctv camera to "prove" I was wrong, and your mate was right.
Tell me and everyone here one thing: Why did you show only what your owner friend said on the phone and none of what I said was shown? I am sure who ever read this review, and your reply will smell something ....fishy here. Almost everything you put down on your reply was designed to defend your mate and your business. Facts were twisted like hell mate. you make me laugh. You know what they say? "If you want to know what a person is like, just study their friends" Your guy is your business partner, your friend and as the proverb goes you are just as bad as him mate: arrogant, dismissive, short fused and are ALWAYS right and your customers, of course, can't be right.
Go and study your cctv camera again or ask your phone provider for the record of the conversations and put everyone words on here and we will have a different story. Did I lose my rag a bit? Of course I did. Why? because your friend was dismissive, impatient, unhelpful, rubbing people up the wrong way and his very short fuse...And as to the reason you gave for me saying the words Effing foreigner: " There was then some back and forth between you and the owner you spoke to which resulted in you becoming more and more aggressive, and stating that the only reason we wouldn’t take the fish back / pay you for them was because you were a ‘F*ing Foreigner’ to the member of staff", it is a lie and laughable. My suggestion? Go and study your cctv camera sounds again OR ask for a recording of the telephone conversation WHICH WILL PROVE YOU ARE LYING THROUGH YOUR TEETH 100%, to protect your business partner and your business. So go and get your heads checked out for any short fuses buried between your ears. And tell friend to stop that arrogancy. He (with you) is only operating a tiny business (setup by the good old Steve) in the same business class as a corner shop so stop behaving condescendingly like p***ks and disrespecting customers and dismissing people. Some of these people might just be much more successful than he will ever be. AND YOU: stop being defensive, fabricating and lying and start concentrating on customer service if you want your business to continue.

Just called in to look at an aquarium set up, was very impressed with the young lady who spent time with us going over the aquarium specs. And was extremely knowledgeable of how to set it up regarding which fish co habit together. Will be coming back to purchase the aquarium

I ordered on line a Juwel 100cm lighting system and very pleased with the way the box was packaged securely, all in great working condition. Delivered as notified and very happy with the service provided, will use again thank you.

Been coming here every week for years, staff are knowledgeable and will always give you their time to talk fish.
Took some small fish I had to exchange and got a good deal on a red lizard whiptail.
Will be back with more soon.
Special mention to Spud and Luke, always happy to help.

Love my new terrarium for my crested gecko. Amazing customer service/delivery. Price for the terrarium was unbeatable also. 5/5 stars 🤩

Brilliant and knowledgeable staff that are happy to give advice.

I have bought a few salt water fish and they have been fine and at a good price.

I do have a local aquatics place but they didn’t have the aquarium I wanted so I tried Urmston, despite the shop being a fair distance away. Contacted them initially to upgrade the filter in the package offered which was “not a problem”. As it was over Christmas/New Year there was a bit of a delay, and the poor weather hasn’t helped. However, they kindly rang me (early evening) to advise delivery would be the following day and sure enough, my palleted tank and cabinet arrived. All very well wrapped, and sure enough, my upgraded filter was supplied and inside the tank.

Everything, from my initial enquiry to eventual delivery was smooth and efficient and I have been extremely pleased with the service offered. Thank you Urmston for a most pleasant transaction - a joy to deal with.

Fantastic service , ordered large aquarium online , added to original order a day later and all delivered within 5 days as promised . 6 inch of frozen snow outside and driver still got everything into house without a problem. Will definately use Urmston Aquatics again

Ive just had delivered a fluval shaker from Urmston Aquatics and I cant fault them at all. I'm not local but chose to order from here due to the price been the best about!
They phoned me up and let me know it was coming on a van delivery instead of pallet and what day to expect it. They explained everything that was going to happen. Even though we've had bad weather they still came out and got the tank to us as promised.
The man that delivered the tank was really friendly and helped us with the tank into the house. I found out after chatting to him that it's a family business and that his sons are the owners of the business. He also told us that if we went to the shop and purchased fish that staff would give us a polystyrene box to bring the fish home with not been local. Definitely recommend and will be having a look if we find ourselves near by. Thank you