AVOID AT ALL COSTS!!!! Bought an auto feeder online and when it arrived we tested it (out of the tank and over paper) to ensure we wouldn't be over feeding the fish, however despite following the instructions, the difference between two particular settings was huge which led us to believe it wasn't working properly or wasn't fit for purpose as none of the settings were in any way useable. I took it into the store today to return and was greeted by the most patronising and unhelpful man. When I explained the issue, he decided he would show me how to change the settings, I explained I already had done all of that and calmly explained the issue again. He then proceeded to continually tell me it couldn't be returned as we'd tested it (not sure how anybody would go about setting up an auto feeder without testing it). He then said it couldn't be returned because Juwel wouldn't give them any money back if it was ok. I explained again that I don't think it's fit for purpose and asked if we could test it there and then so he could see what I was talking about, to which he said no and continued to tell me he couldn't help/it couldn't be returned and he didn't know what else to say. Admittedly I did ring my husband at this point and was so angry at being patronised and the absolute unhelpfuness and attitude of the gentleman that I did swear to my husband whilst on the phone. The gentleman then told me I can't speak to him like that (he could clearly see I was on the phone and not directing my conversation at him) by this point I gave up and left the store. I totally understand that there are certain policies in place but he refused to even test the feeder to check if it was working as they 'have sold hundreds and never had a problem'. The complete lack of customer care is appalling and throws into question whether or not they are following any distance selling regulations at all given I was not allowed to return an item I feel is not working as it should! read more

Absolutely terrible company with a terrible attitude and zero concept of customer service out how to even speak to other humans with respect. Sold me an item that was not fit for purpose and refused a refund on the basis it was "used". It had been tested, which is how we established it is not fit for purpose read more

I go somewhat infrequently but it never disappoints whenever I go especially the locusts and other insects for my bearded dragon and the range in size is on another level compared to pets at home which all seem to be similarly sized from their smallest to largest size of "hoppers" whereas in urmston aquatics the difference is vast in size categories but yet have every size down to the weedy ones in pets at home although slightly more expensive it's well worth the extra pound or two, and the staff are incredibly nice and filled with all the knowledge you will ever need read more

Having nothing but praise for Urmston Aquatics which offers a great range of livestock and products. The staff are friendly and professional and provide expert advice and are extremely knowledgeable. The marine room is like a jewel box offering many treasures, with an ever changing array of beauties. Service as it should be a whole heartedly recommended. read more

See all

Went into The store on Friday as it was black Friday and having decided to go to this store rather than the other two aquatic stores I frequent I was unfortunately very disappointed with the experience I have visited here on two other occasions and spent hundreds of pounds on various stock and plants etc. The first time i was served by a young slim white lady who advised me about her just getting into fish keeping so her knowledge of fish wasn't great but I commend her for atleast getting into the hobby and trying to educate herself I respect that. The second time I was served by 2 young men the reason I was served by 2 because the first guy "doesn't have a clue about fish mate" so went and got the second guy who again advised me that "the guy who deals with the fish and knows about them is off today" I was astounded and felt actually really irritated because they weren't helpful in the slightest even though the OWNER WAS UPSTAIRS so clearly they just couldn't be bothered to ask him or possibly he didn't know either about fish. I then began to ponder what the two young men actually did specialise in considering that the reptile collection is so small and they work in a shop that prodominantly sells Fish and aquatic related products and has the word Aquatics above the door they literally had no knowledge what so ever. On my 3rd visit and the most recent on Black Friday just gone I attended and with a shop full of staff and I mean I counted 5 staff 6 including the Owner I thought that I may be able to discuss the fish I was intended on buying, when I got to the tank I asked the same guy could I buy some fish please and pointed out the fish I had selected (this is when I decided never to come here again) and unfortunately the fish in this tank were in the wrong one because they weren't labelled, I advised him that I knew what they were and he said "yeah mate but I don't and I don't know what price they are" at this point I'm really ticked off at his level of rudeness and ignorance and lazyness. He then went on to say "the guy who deals with the fish isn't in today, are you local cause you're better off just coming back tomorrow" so out of 5 staff and 1 Owner no-one in there knew a thing about fish, what they were selling or what they were charging! At this point my blood is boiling because id just spent £20 to get there in a taxi and it was going to be another £20 back and out of sheer bone idleness and lack of knowledge I then left without the fish I'd come to get! However the day after I attended Urban Jungle in Manchester City Centre who had what I was after and all the knowledge and customer service one could hope for the staff there are very educated on all the stock they sell and couldn't help you enough and at a much more reasonable price! I left there feeling content and in an all round better mood! I did try to leave this review on Google however it seems that action has been blocked........ read more

To be fair some of these comments and grades are prior to the new owners taking over.all I can say to who ever are persuaded by previous comments etc to please give it another try.I can assure you , you won't be disappointed. read more

I bought a fluval shaker 252l from Urmston Aquatics, I got a message to say it was in Urmston aquatics warehouse and ready for dispatch, it come with a massive scratch inside the tank, they tried to say it come from fluval to my house, when it come from Urmston Aquatics, they wouldn't do anything about it, I'll be telling fluval about them and klarna who I used to pay for, don't buy off Urmston Aquatics. read more

For a small business they sure don't let it show through their vast knowledge, huge stock of whatever you could possibly need for an animal and the pets themselves! Thoroughly enjoyed looking around at this place before seeking help from the people that worked there about my boyfriends axolotl and the new tank he needed advice on. They provided excellent advice - better than some chains - and helped by testing the water from the tank. Bought some cool ornaments for the tank at decent prices! Check this place out! read more

These guys know their stuff especially Adam. He helped me test my water pick out the right rocks and plants for my axolotl. He was also very knowledgeable with the barrage of questions I threw at him. The shop itself is small but well stocked with a huge ass basement full of fish and supplies. Went here after a shitty experience with Pets at home few miles away and will continue to frequent. Awesome job guys! read more

If it were possible to write a review with zero stars I would! Placed an online order for in stock items processed the transaction and paid. The following day I received a phone call from someone who continually referred to me as "my friend" given I hadn't spoken with him before and that he had not introduced himself I found this a little odd but not something I would slate anyone for. I was told that the "in stock" items I had ordered were out of stock but would be in stock in 4 days. This is technically fraud by misrepresentation. When I asked what he proposed I was told I'd have to wait or he'd reluctantly refund me. I asked what he proposed to do to appease me as a customer if I chose to wait to which he replied nothing the manager is off! Before I could suggest that perhaps he should arrange for the manager to call me he abruptly said "I'll refund you and hung up on me midsentence. I tried to call back disgusted at this behaviour but found the line engaged for the following hour. Presumably he was rejecting more hours or avoiding anyone calling back given how rude he was! Clearly having read other reviews this is common practice and the store seems to have issues with its store staff and those dealing with its online orders. I would suggest everyone goes elsewhere or prepares to wait for their items whilst they are sourced and accept poor customer service into the bargain. read more

Stephen - We will have to agree to disagree on this one, and I will not be rebutting your denials after this post. However, I stand by my review, as Urmston could not deliver on my original order and I am financially worse off from having used your online service. Those are the facts. I agree that Urmston has some good reviews but there are also some bad ones around (not including my own); I have looked. Please note that the first unit was faulty AND discontinued (which is worrying at many levels). The second unit was faulty. Urmston Aquatics categorically stated to me in writing that they would not reimburse my P&P as per their Terms and Conditions. Urmston Aquatics reimbursed the cost of the original order only because they could not provide a working unit (this was my second preference in my email to you). Also, I understand that suppliers will not test any unit as this would invalidate the guarantee. Finally, I did not ask you to abide by the Long Distance Selling Act, because I questioned whether this was a reasonable clause given the inconvenience and cost this was causing to me. I do not take satisfaction in writing poor reviews. Indeed, I rarely if ever write reviews. This experience however warranted the effort. read more

Awful! I drove a 52 mile trip on two separate occasions - first spending a large amount of money on decor for my new Viv, unfortunately, the reptile cave I wanted was not available and the staff ordered this for me. I returned to the shop a week later to collect the reptile cave only to discover that the incorrect size had been ordered! I pointed this out and after alot of checking my receipt (yes, I had paid in advance!) and checking the description on the box, the staff told me they may have sold mine earlier that day! I explained that I would like the correct item delivered to a business address instead as I was away the following week and was informed that it may be delivered after closing hours 5:30pm! The young slim girl serving was extremely rude - she said that it wasn't their problem and strode off! I was left with a very helpful young man who apologised but was unable to do a great deal about the situation, could find no computer record of the order, other than my till receipt and was unable to get in touch with the shop manager as his mobile phone was switched off (which caused a great deal of grumbling amongst the shop staff!) I resigned to leave and await the correct product to be delivered. However, annoyed with the poor customer service, I elected to return and demand a refund instead - to which the young female shop assistant again strode off in a huff! I will certainly not be returning to this shop! I have since learned from another reptile shop that the exo terra cave which I had ordered is not even available in this country currently!!! I can only thank my lucky stars I did not decide to wait for the item to be delivered as I would have been waiting for some considerable time and the shop staff seemed completely unaware of this and had not even had the common sense to check the computer!! read more