Premium Aquatics image

Premium Aquatics

Aquarium shop Manufacturer

😠 AVOID THIS COMPANY AT ALL COSTS!!! I would honestly give 0 stars if possible! Firstly the customer service is nonexistent. I placed an order on the 16th May and was advised it would take 9 weeks to complete. 13 weeks later I received a date for expected delivery. Booked the day off work losing a d... People often mention tank, delivery, time, company, money, good, happy, order, quality, glass,


Address

85 Great Portland St, London W1W 7LT, United Kingdom

Website

premiumaquatics.co.uk

Contact

+44 20 8090 7549

Rating on Google Maps

3.90 (97 reviews)

Open on Google Maps

Working Hours

  • Saturday: Closed
  • Sunday: Closed
  • Monday: 9 AM to 5 PM
  • Tuesday: 9 AM to 5 PM
  • Wednesday: 9 AM to 5 PM
  • Thursday: 9 AM to 5 PM
  • Friday: 9 AM to 5 PM

Featured Reviews


Frequently mentioned in reviews: tank (58) delivery (14) time (13) company (12) money (12) good (11) happy (11) order (10) quality (10) glass (10)
Reviews are sorted by relevance, prioritizing the most helpful and insightful feedback at the top for easier reference.
  • 1/5 Simon W. 1 year ago on Google
    AVOID THIS COMPANY AT ALL COSTS!!! I would honestly give 0 stars if possible! Firstly the customer service is nonexistent. I placed an order on the 16th May and was advised it would take 9 weeks to complete. 13 weeks later I received a date for expected delivery. Booked the day off work losing a days wage I waited patiently and nothing arrived. Messaged them on social media and emailed throughout the day and no reply. Heard back from someone a few days later apologising and to say I’d find out a new delivery date either on the Friday or Monday, Monday passed and no delivery date given. I am now past the point of wanting the tank because of the sheer lack of customer service. As they have also failed to deliver at agreed time, under the consumer rights act 2015 I am entitled to a full refund which they’re denying me. I am now in the process of making court proceedings against this company. So for your own good, do not purchase from these scam artists. ——————————— Update: I submitted everything to small claims and they have failed to meet the deadline to reply to. I will now be requesting a CCJ order made against them. I have however found some direct contact details of the owner. So if you’re like me and having issues with this company and would like to contact him directly, give me a message and I’ll send it over I have his home address also but will give them some time to refund me before I share this.
    4 people found this review helpful 👍

  • 5/5 Paul W. 6 years ago on Google • 10 reviews
    **If I could rate a 10 star I would ** I needed a new custom made tank for my terrapins and I come accross this company through google search, Having researched different companies I felt Prime Aquriums was offering such a better service than others, and after talking to Vi via email in terms of my requirments, he had a good knowledge and understanding what I needed to be done. Once I placed the order, communication was great, and the estimated the delivery was spot on. Had no problems what so ever. When the tank arrived it went beyond my expecation of how I thought it would look as with things like this you always panic if you dont talk to someone face to face but luckily everything was PERFECTand for this reason I will be buying again in the future. Thank you for the team at Prime Aquirums for doing an awesome JOB Paul
    3 people found this review helpful 👍

  • 1/5 peter b. 2 years ago on Google
    Prime aquariums So I ordered a large bespoke fish tank back in March from prime aquariums. I was told there was an 8 week lead time which I was ok with so I paid £812 deposit. So fast forward 8 weeks and no tank so I messaged them to find out if they had a delivery date in mind. I was ignored for a few days then asked to give them a couple of weeks. When I asked about adding a pump to the order they got straight back to me 🤔 I was then told early July but that didn’t happen. I could go on and on and on about ignored messages and missed delivery dates. Obvious lies about the tank being ready bla bla bla… The customer service is shockingly bad and I’m fuming about it. As it stands I have asked for my money back which they said they would give it to me if as long as the tank wasn’t started which which Nora the lady you deal with couldn’t confirm until she spoke to the work shop. It clearly hasn’t as the last message I get from them was about cost increases and they were going to outsource the build with another company’s clearly they could just give me my money back but they don’t seem to be willing to do it. Iv had nearly 5 months wasted now and just want my money back and move on but after repeated messages to them they still won’t get back to me. Iv had to take it up with the bank now to try and get my money back that way. Just be warned do not buy from them they are the worst company I have ever had to deal with. All of the good reviews iv seen have been from people abroad which makes me think they are all fake. DO NOT BIY FROM THEM!!!
    3 people found this review helpful 👍

  • 5/5 Jenny M. 6 years ago on Google
    We bought a custom 6ft turtle aquarium with built in basking platform for two adult turtles and it's fantastic. The service was great throughout and the aquarium looks brilliant. The grey gloss was a good choice, it looks modern and neat. Very happy :-)
    3 people found this review helpful 👍

  • 5/5 Sofie O. 5 years ago on Google • 3 reviews
    Hello, I am writing a review on behalf of Alan Court and family. Thank you so much to everyone that made and delivered this beautiful 5 ft terrapin tank. Please find attached 10 pictures of the new tank and the images of all 3 happy terrapins. Keep up the great work!!! Have a Wonderful Christmas!!! Kind regards, Sofie O'Neil/Court family
    2 people found this review helpful 👍

  • 5/5 Lynden R. 2 years ago on Google • 48 reviews
    Recently bought a turtle tank and really could not be happier, my turtle is pretty chuffed too. The quality and workmanship is spot on and of a far higher standard than you would find on the mass-produced stuff you see online. As I say I’m extremely pleased and will soon be ordering another but for my Oscars. Thank you Prime 👍🏼

  • 1/5 Sarah F. 1 year ago on Google
    Happy to take your hard earned money and not deliver at all, let alone at the time suggested by email correspondence. Abysmal customer service when trying to find out a definitive order status and now refusing a refund for an order that has never arrived. Avoid at all costs
    2 people found this review helpful 👍

  • 1/5 Mark Manning (. 2 years ago on Google
    Do not buy off Prime Aquariums, They are cowboys at building FishTanks, and a nightmare when it come to complaints, but it not them that build the Tanks for you, the Tanks are built by ND Aquatics which are sold to Prime Aquariums, they only put together the stands that are made of MDF, they are careless at building the stands, mine was full of scratches, even the Tank has a deep scratch right in the middle of it, I am not pleased, I have to put out a complaint against this company, for the tank to be replace, and so on, they have so far ingored my complaints, second letter sent out let see what happens, I will update in progress At the beginning with emails before I have sent out the complaint, they refused to replace, and the scratches are caused by their suppliers and there is nothing they can do, this is what they have told me, and because I put water in the tank, they say it to late to change it because off this, so there is no warranty if put water in your tank, they also keep on saying that I am to late to make complaints as their terms says 7 days, What they do not realise is that their Terms and Conditions, Is restricting your rights and is breach against the Consumer Act 2015, and it Is illegal and a serious offence, you are allowed 30days, ignore there terms and follow the Consumer Act 2015. Another thing there tropical sump it poorly designed for this setup, it has sliding glass on top, but by the time you have fiited all the plumbing, the glass is stuck in the middle, making it difficult to access to change any media, with only 2 1/2inch gap to play with, the only way you can remove the media is to lift the glass lids upwards, and wedge a piece of stick to hold it up, that is no good and not designedfor this, you can easily knock that stick over and end up breaking the glass, bad pointer ishe sump is permanently stuck inside the stand, and in the future if you want change the sump from tropical to marine, then you can for get about it, because you will have to pull appart the MDF stand to replace it, and end up buy a complete new stand, another bad pointer is that the layout of the sump is wrongly laid out for tropical, for starters the area for your filter is higher than the flow, so all the debris it suppose to collect end up going into your media, passing under the filter wool, the heater that is supplied for the sump, that does not fit as it is too big to go in the sump, only inside the tank not the sump, does not look nice in the tank where it suppose to be in the sump. Would I recommend them no, ND Aquatics No, Aquarium Connections yes, they are supplying me with a Solid Steel stand, is it easy to swap sumps, yes, and you can access your media with ease, you pay a little extra not much. SORRY PRIME AND ND, but you have ask for this review, and dont ask me to remove my review, as you already have ask me recently. Last thing I ask for opt-white glass for front and 2 sides, but you think I woulnt notice that you did not fit opti-white clear glass, but you used the normal float glass that has green tint in it, so it not opti-white clear. They do not use proper transport to deliver your tank, not secured for transporing, and not on 3 pallets as they lied about it, transport is not insured to cover any damages. I am fighting for full refund £2.199 plus costs, this tank that is in the way will be scapped, they are refusing to collect it, and is not my problem as you have alreay refused, and as I am in my full rights to claim every penny back. I hope you will learn from this, and from now on if there are scratches that is caused by your supplier, you are totally responsible to make sure that everything is in good perfection, not deciding that we might be ok about it, and we did buy of your supplier. You are advertising high quality custom tanks, I do not think you are, and have trusted you thinking I am getting a high quality tank, but I did not, I dont know if it was that you are so behind and lots of catch up, and during lockdown that you have become so careless.
    2 people found this review helpful 👍

  • 1/5 Sean H. 2 years ago on Google
    Absolutely abysmal time wasters. Tank due months ago, heard nothing about any progress, never contacted when they said they would. Received 2 generic excuses (eventually) after waiting many weeks for an update: "We are a bit late due to machinery issues. We will notify you with an update asap." That was 2 months ago and never heard from them again. Got in touch a month ago and had no reply, had to open PayPal case to get money back which they also did not respond to. I ordered this tank after speaking to them on the phone in April and now have to start again. SAVE YOURSELF THE BOTHER.
    2 people found this review helpful 👍

  • 5/5 L 4 years ago on Google
    It was great that they were able to create a tank to my specification which took about 8 weeks from the time I ordered to delivery. There was no assembling required but note they only did curb side delivery so it may be difficult for those with stairs. Though the delivery man was helpful to help us move the tank from the van to inside the house. The materials used are sturdy and well made. The basking area for the turtles is a little small for our turtles but there can be an option to customise at the design stage. The stones do tend to fall off. I would say good quality tank and reasonable price. Would recommend.
    2 people found this review helpful 👍

  • 1/5 James 5 months ago on Google • 3 reviews
    Zero rating from me. I paid £2500 for my aquarium. Then the build date came and went. Haven't heard back from any of my correspondence in over a month. Please read and be careful. They seem helpful and friendly. Then once they have your money. They will basically ignore you and Rob you. My bank is investigating as we speak. But it's been a massive pain. Don't be silly like me and go for the lowest price.
    1 person found this review helpful 👍

  • 5/5 Dovydas. Z. 11 months ago on Google
    I've had a marine tank 60x24x24 delivered to me. Really great tank build and excellent customer service. I will definitely order my next aquarium from these guys again and would recommend them if you are looking for a tank build yourself.
    1 person found this review helpful 👍

  • 1/5 Lewis R. 1 year ago on Google
    Couldn’t be a worse aquatics shop going ordered stuff from them pre covid and they have caused non stop problems for me and my fish, tank not delivered and constant back and forth should be a straight forward thing your order something you get it total fish food….
    1 person found this review helpful 👍

  • 5/5 Jurgita V. 1 year ago on Google
    We have received our tank which was shipped from the UK to Norway. It arrived safely and I must say the quality is great. We all love our new centerpiece. Now we are in the process of picking the decorations and colorful fish for it.
    1 person found this review helpful 👍

  • 1/5 Paul D. 2 years ago on Google
    I have requested a refund from this company. I am alarmed at the recent negative reviews, especially on trust pilot that mimic my own. The phone line is dead, Ignored emails about my order. In my experience the customer service has been very poor. Will be contacting my bank/ombudsman to get my money back if this deposit is not returned to me in full.
    1 person found this review helpful 👍

  • 3/5 Taher H. 2 years ago on Google
    Ordered back in Covid last year took almost a year for the tank to be built and arrive which is completely okay due to the circumstances at the time. Tank build is beautiful overall but our custom made piece had an issue with the door where it was popping out significantly from the cabinet portion. There was also what we initially thought a crack in the aquarium glass when it was delivered but later figured out ourself it was just a huge scratch. We contacted the seller about the door issue and the glass issue and never got a response. When paying over £1000 for an item you expect the service to at least be on par but it wasn’t unfortunately from this seller.
    1 person found this review helpful 👍

  • 5/5 Tomas L. 11 months ago on Google
    I had a tropical tank 72x24x24 and oak cabinet delivered today, had to wait about 8 weeks but was worth the wait. It's a high standard of workmanship and also Tom was really helpful I am totally satisfied with the whole process from A to Z. I am excited to set it up now.
    1 person found this review helpful 👍

  • 5/5 Bryce H. 3 months ago on Google • 6 reviews New
    Many thanks Premium Aquatics for a beautiful tank. This is my first custom made one. The big holes provide good access for my filters ~ Bryce.

  • 5/5 Inga L. 4 months ago on Google • 5 reviews
    We have purchased a 4ft tropical tank with a stand and it arrived in great condition. It was a delay on manufacturing side but I believe these things happen. It was worth waiting for it.

  • 5/5 Anil N. 7 months ago on Google • 3 reviews
    I received a 48x24x24 with a cabinet in high gloss finish and I must say I'm really glad with it. Thanks guys!

  • 1/5 Jessica M. 11 months ago on Google
    Ordered a tank and paid £200 deposit through bacs after confirming with company via email. 6 months later and not responding to emails or phone calls. Never got tank or my money back. Scammers. Please avoid.

  • 5/5 Simas S. 4 months ago on Google
    I've got 4ft tropical tank with a stand and I like the way it's all setup. The top of tank has plenty of space for filter hoses and the same thing is with cabinet, it has 2 large access areas for that. Deliver was on spot as well. Thanks Premium.

  • 1/5 Oliver b. 1 year ago on Google
    Do not buy via premium aquatics. I’ve been strung along for months after ordering. They keep pushing back the delivery of the tank after taking a 50% deposit. I’ve complained to my bank about them. Pay a bit more with another provider as you won’t get your tank. I’ve now been waiting 4 months after being given a 2 month lead time.

  • 5/5 hamze j. 10 months ago on Google
    I received my 48x24x24 tropical aquarium. I like the job on silicone lines and cabinet is good quality as well.

  • 5/5 Kamile B. 1 year ago on Google
    We are very happy with the turtle tank. The built-in platform works very well. The quality of the tank is good and our turtle is very happy.

  • 5/5 Deivydas Z. 1 year ago on Google
    The custom made tank 60x24x24 I got from Premium Aquatics was a good quality choice. I'm happy with the tank. Lots of space for filter connections and easy access.

  • 5/5 Andy P. 4 years ago on Google
    Ordered a 96x24x30 tank with sliding glass covers. Delivery a little slower than originally quoted but the quality of the tank is superb. Attention to detail is excellent, very happy to recommend.

  • 3/5 viktor w. 1 year ago on Google
    I went to 85 Great Portland Street and they’re not there - had they answered their phone I wouldn’t have wasted my journey !

  • 1/5 Lyndsey O. 2 years ago on Google
    I'd give zero stars if I could! Absolutely fed up of this company who are now ignoring my messages and emails. I ordered a tank in February 2021 with an estimated delivery time of 12-14 weeks. After numerous emails and complaints on the 29th August I had a tank delivered to my house which I did not confirm delivery as was away at the time, it was left infront of my garage...annoyed but relieved I finally had the tank! But no it was the wrong one,twice the size and had no cabinet. I asked for it to be returned as I couldn't even got it in my house! I was told I had to tie it back up or they wouldn't take it, which I did as long as I wasn't held responsible. The tank was collected and mine was apparently delivered elsewhere to which the customer wouldn't return 🤷🏼‍♀️ I was told on the 22nd July 2021 that my tank would take approx 2-3 weeks!! It is now 16th November, they still have my money, I have no tank and am being ignored! All I want is a refund! DON'T BOTHER buying from this company!

  • 1/5 Michael T. 2 years ago on Google
    Do not order from this company they do not send orders out just take your money and carry on please dont waste your money like i have done. They do not reply to your emails.

  • 5/5 Anthony M. 2 years ago on Google
    Ok,so looking at some of the reviews I guess I'm just lucky.i love my tank.it came when they said it would,van driver was late and I'd sent everyone home but myself and the driver carried it in ourselves.serious weight!overall happy . I've waited about 2 months before reviewing it to make sure I was happy with it and I am.i'm sorry some people have had a different experience than me but this is about my dealings with them.

  • 5/5 Vinnie 3 years ago on Google
    The custom rimless aquarium I purchased was well built, reasonably priced, with a decent build lead time. They were also very helpful with any queries I had. Overall I would definitely recommend.

  • 5/5 Tadas J. 4 months ago on Google • 1 review
    I must say I like my new tank from Premium Aquatics. The quality is great and silicone lines are smooth. This is my first tank from Premium Aquatics. Thanks Tom
    1 person found this review helpful 👍

  • 5/5 Perry B. 9 months ago on Google • 1 review
    Thank you guys for a nice tank. It was a bit of waiting time but I’m happy with a product and the price was right. I’m gonna send some photos after the setup.

  • 4/5 Richard P. 5 months ago on Google • 2 reviews
    Hi, Premium supplied a heater which developed a problem after 18 months. It took a while to sort a replacement but this was caused by a third party. Tom at Premium kept right behind the delay and kept me informed. I would purchase from them again. Richard.

  • 5/5 somanda b. 4 months ago on Google • 1 review
    We have got a beautiful aquarium for our living room. My husband and I are both happy with our new tank. It was an easy setup as well.

  • 1/5 Emma T. 4 months ago on Google • 2 reviews
    Husband ordered a tank in June and paid £600 deposit....still waiting for delivery. Moved our discus into a temporary tank to have a carpet fitted before delivery of the new tank, but due to the continued delays most have now died. We have 3 out of 8 left. 2 of which were a breeding pair. Will be issuing proceedings to recover the deposit plus the expensive fish that have died due to this abysmal joke of a company. Doesn't even deserve 1 star!

  • 5/5 Lily B. 3 months ago on Google • 1 review New
    Thank you Premium aquatics for a lovely turtle tank. Our turtle is very happy with his new home.


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