"5 Star Customer Service and Tank"

I was looking for a tank in the region of 125L, and it wasn't my first of tank due to unforeseen circumstances. However, I was given the option of purchasing this tank and stand over the Eheim version, and i'm so glad I bought it! It is fair to say, the Juwel Rio 125 is probably the better choice. The stand has to be constructed by yourself, but it is a very simple job, only taking 30 minutes at the most. It is very well made, and easily strong enough to support the the tank, and complimenting it no end. The tank itself is built extremely solidly from 6mm(?) glass, and sealed to a high standard. The T5 lighting is Juwel's own Hi-Lite set up, and works beautifully, and with the option of buying different tubes to match your aquariums environment makes this the perfect product. I've since added the Hi-Lite Nature tube alongside the day tube, to help with plant photosynthesis and make the green of the plants 'pop'
I've never really been a fan of internal filters for larger tanks, but i'm going to stick with this one, because it is performing exceptionally well, even after a week. Juwel have updated the pump and connection to the filter housing to further improve the filtration of the water.
The customer service was excellent, I couldn't of asked for anything more. I wholly recommend this tank and stand to anyone looking for one with this capacity, you will not be disappointed!

"Bad experience"

Item shows on line on website ordered and paid for 2-3 day delivery 1. Week later before received an email stating out of stock waiting for stock later this month. When checked still showing in stock on line

"Fast, safe and very good value"

Ordered 3 Juwel aquariums and various other items on Bank holiday Monday. Took delivery Wednesday morning. Well packed on a pallet and everything in pristine condition. All fish food with long expiry dates. Informative e-mails as well. Will definitely use Rocket Aquatics again.

"Terrible"

Absolutely awful company, avoid at all cost! The costumer service is probably the worst I've ever come across, very rude and unprofessional. Please don't waste your time with this company, I recommend Amazon or swelluk.com, they are much more efficent and will sort out any issues in a proffessional manner with no attitude whatsoever.

"Mixed opinion."

We recently ordered a vivarium and Cabinet. The item came within a couple of days and we appreciated the one hour delivery window provided. When we came to assemble the vivarium we encountered a problem with one of the pieces of glass which was difficult to move and was shaving off pieces of metal, which obviously was not safe for our bearded dragon. We raised this with Rocket Aquatics to be told they would discuss it with the manufacturer. After a delay and chasing they then told us we needed to speak to the manufacturer and the suggestion was made we had damaged one of the rails. If our email had been adequately read they would have known this wasn't the issue as the other piece of glass moved freely in both. After another email to the manufacturer we were then asked to contact someone else and go through all of the details again. Thankfully this person was actually willing to help and 2 days later we received a replacement piece of glass which fit perfectly. As a customer of Rocket Aquatics we feel they could have done more to resolve this.
During the contact we also queried whether we would be sent the free reptile plant, as mentioned on the website when we ordered. We were bluntly told this offer had finished but they agreed to send one. The website still advertises this apparently finished offer!!!
What should have been a simple purchase has involved a lot of emails and telephone call time. I don't think this would be a company I would use again based on their customer service.

"everything was great"

Orderd a juwel rio 180 aquarium with cabinet, To be honest i thought if would arrive damaged but it exceeded my expectations. No damage at all(it was a nerve racking opening the items). Communication was first class from the start, what date it was going to be delivered and on the day the courier driver communication was great asking what time is convenient to deliver. My partner was by herself taking the delivery, it arrived on a pallet and has expected it was very heavy for her to lift. But the driver was so polite and helpful he helped to unwrap it all and bring it into the house which i know the drivers dont have to do that if it's on a pallet. So if rocket aquatics could personally praise the driver to show his generosity doesn't go unnoticed that would be great. Anything i need in the future and the price is right i will be back.Thank you

"Refusing to Refund after received the product back!"

Back in December I purchased an aquarium stand and when received I discovered it was poor quality and not fit for purpose. I was working so asked my mother to phone up and enquire what they could do. They said send the item back and we will refund you. After 3 weeks of waiting for the refund I decided to ring up and enquire about my refund. I spoke to the lady on the phone who was abrupt and not very customer friendly. I asked her how much my refund was for. She then stated a price £6 lower than what was paid. I told her this was a mistake. She told me that the £6 was the postage. Which was advertised as "free" I then went on to tell her she was wrong. She would not agree to it and started getting extremely rude and irate to me down the phone. Telling me it was agreed with my mother and that I shouldn't get my mother to fight my battles. I asked her not to bring my mother into it, she refused and continued. The lady eventually hung up on me after saying that they would not give me my money back as I only sent the item back because I didn't like it. This is incorrect as the original invoice was photocopied and written on at the bottom stating that it was not fit for purpose and poor quality. I have since been in touch with the CAB and they have advised me to write a letter with reasons and state that they are obliged to reimburse me for the £6 plus my return postage charge of £12 and also request a reply within 14 days, needless to say I have not heard back. Also 2 emails have been sent and no replies. After this awful customer service I feel that this must be taken further, be it for £20 or not.

"Juwel Lido 120 Aqurium"

Very poor, i purchased an Aquarium which stated free uk mainland delivery, received an email today requesting funds to cover delivery charge, was told there were exceptions when sending to Scotland, If you can't send to Scotland then stop advertising free UK mainland delivery. Was really looking forward to receiving this item so very dissapointed with them, i purchased this on a thursday night but they never emailed until the monday looking for addition funds - what was wrong emailing me on the friday morning when they received the order. Order Cancelled and going to purchase form complete aquatics as they don't treat Scottish customers unfairly and ad a surcharge for sending to Scotland.


Hi thanks for your reply, I don't agree with your reply about remote locations, its Dunfermline which is central Scotland 10 minutes away from Edinburgh, it certainly is in no way a remote location, I have emailed several companies today and you are the only one to add an additional charge to central Scotland. As I say its not a big issue now as I have ordered the item from complete aquatics just means you have lost out on what would have been a regular customer.

"Non Responsive via Email. Then tank arrived smashed."

I ordered a terrarium and hood on Friday night. I was told by them on their page i'd get a delivery date notification, consignment number, phone call on the day before delivery etc, I'm now 5 days after my order (excluding the weekend) thats the 3 working days delivery they promised now gone unless it arrives within the next few hours. An email to their UKMail company resulted in them telling me they have no record of my order at all.

ALL i'm trying to get from Rocket Aquatics is info on when my delivery is likely to arrive so i can make arrangements to stay in and be at home that day. Both attempts, from the contact form on their site, and via normal email, have went ignored so far. I admit i sent the regular email earlier today, but i filled in their contact form a couple of days ago and received zero response.

All i want is a response so i know whats happening. I'm not complaining about the company but jeez, answer your emails it takes literally 2 minutes and i provided all my order details and ref numbers to make it easy for you to look my order up.

Edit: My tank did eventually arrive, smashed in pieces. Then i had to fight for my refund and send the tank all the way back. They never offered any sort of apology or discount for my trouble, so ended up eventually getting refunded and just went elsewhere.

"excellent service"

ordered some goods very prompt service kept me informed that 1 item was out of stock then arrived 3 days later, good packaging all arrived intact considering the goods were very delicate ,cannot fault this company/service, would use again ,1st class
thanks D Cunningham