Bought a tank canopy online on the 13th and received an email on the 15th 'Many apologies but this product has now been discontinued, your order has therefore been cancelled and a full refund will be issued to your card.' Now the 22nd and no sign of the money in my account. Think it is disgraceful that sold me something that was out of stock, took my money and still have not refunded my card over 7 days later..

Have used them for several years and were good. Placed an order over a week ago and phoned and emailed with no response. Spoke to a third party today who advised they were moving! This should have no impact on service as not the customers problem! Couldn't even speak to a member of arkpets team.

Stay away from this place, their communication is non existent. You ring & ring & ring nobody picks the phone up. Staff don't know what is going on, nobody knows anything. Ordered an aquarium, no email confirmation of order, no delivery date. Numerous calls (up to 10 a day to them!) no joy. When you eventually do speak to someone they dont seem to care!

Absolute disgrace this company and I really don't know how they are trading. Take your money, don't have the goods they are selling on their website, cannot get hold of any one on the phone to speak too and eventually got through via email. Wanted a refund and this takes ages to come through as well. Will never use them again. You have been warned.

Ordered goods from website, e-mail reply stating goods out of stock, will advise when in stock, payment taken immediately. 1 week later no e-mail so order cancelled, chased refund of goods to be told refunds usually processed within 14 days, 16 days later still waiting for refund. Won't even consider using again.

Purchased an Item which was the wrong size, returned it and bought another only to find they deducted carriage from the refund. This is an illegal practice. They did refund me under duress but their communication was both rude, factually incorrect and ignorant. Best avoided.

Ordered items that were in stock these were delivered to the wrong address 10 days after the order was placed. The address supplied to Ark was correct but they substituted a 9 instead of the 8 in the postcode. The delivery company have confirmed delivered and signed for at the wrong address but will not tell me where that is other than the postcode (1 digit out). I have to contact the supplier "Ark" and ask them to contact the delivery company - you would think that wouldn't be too difficult??? After 14 unanswered call over 2 days I have now checked the review sites to see I am not unique in my experience and this company has terrible customer service.

Stay clear and buy elsewhere. Ordered an item that they apparently had 2 in stock of, this wasn't the case. After chasing up was told that I would get a refund in a few days. Over a week later no refund and I still can't get hold of them to chase up. Should have paid more and got from a reliable company!

I ordered two items on line and paid by debit card. I was emailed on the same day to say that the items were out of stock and that I would be informed when they were back in stok. I emailed back to cancel order. My debit card was charged and 11 days later I am still waiting for a full refund. There should be a policy in place that payment SHOULD NOT BE TAKEN until goods are despatched.

paid for item and was told it was out of stock a few days later and website still saying it's in stock. Waiting for refund and reported to trade and standards. (Fluval Edge Intake Stem)

Ordered over 30.00GBP of goods for my dog on the 8th of Dec and is now the 15th of Dec and nothing arrived. When I contacted them I was told that goods were not dispatched as some of the items were not on stock and they had to wait for them but they were still missing one of it and it was up to me if I wanted a replacement/refound or sent to a later time. Is unacceptable as none of the item were showing out of stock when I order them, therefore the urgency of receive them asap!! Apparently they send an email to me on the 9th of December but I never received it........whatever..... Matter of fact I am still waiting..... Really not impressed. Defenitely will NOT be ordering from this company again.

ordered 2 bulbs, when I opened the box one was smashed and cut my hand open. When I called and told them they refused to believe me and to this day have heard nothing, no refund no new bulb sent, nothing. Im sure they will make up all sorts reguarding this review, but its true.

Bought goods and still no sign of them after 9 days and not even a courtesy call/email from them either. Emailed to ask where they were and they said out of stock so they never had them to sell in the first place. Cancelled order and still not got my money back and when I quired it they had the cheek to tell me they dont have to give me back for upto 28 days by law. They have a dam cheek taking money off people when they don't have the goods to sell. So a little tip for you Arkpets - why don't you advertise the fact goods are out of stock when people are placing orders. I Will never use you again very poor experience !!!

I would not recommend this company to my worst enemy. Firstly they took money from my card for goods they did not have, despite their website saying they were in stock . It took over 2 weeks to get my card refunded. I rashly placed a second order. This tank eventually arrived ( they have to wait until their van is already in your county !) It had a slight leak , and after initially saying they would exchange it this company wanted £40 more before they would attend to test it ! Not a chance, I would be better off just setting fire to the bank notes..... They are breaching the Consumer Credit Act - DO NOT BUY ANYTHING FROM THIS COMPANY. Funny how the 5* reviews all seem to use the same phrasing.....

Sold me products that were discontinued.Still awaiting re fund two weeks later. Nobody answers the phone when you call.

It's companies who behave like this that gets Internet shopping a bad name! The boring bit (because you've read it all before from other people) I placed an order for almost £200. The money was taken instantly while all the time Ark did not actually have the goods in stock. They have only replied to one of my emails but that was the very first one BEFORE they had my money! My wife did managed to talk to a Mr Very Rude-Abusive and asked him when we might expect delivery? He said "You'll have to wait till we have other deliveries in your area" Mrs asked, "When is that likely to be?" Mr Very Rude-Abusive said, "We are a very good company, we've got 4 shops so you've got nothing to worry about, it hasn't been 5 days yet, after 5 days you can start worrying". He averted answering the "Do you have the items in-stock" question. The 'stock' question was answered a few days later when Mrs managed to speak on the phone to a sympathetic shop-floor assistant who confirmed that our required items were not in stock and they had no idea as to when they might be. So Mrs requested cancellation of the order. The order status (as viewed online) is now set as 'Cancelled - To be refunded'... 5 days later NO refund so far! By LAW Arkpetsonline.co.uk have 14 days after acknowledgment/acceptance of cancellation to complete the refund. If that is not the case I will start the legal process moving on day 15. Some folks might think I'm jumping the gun, not at all as I've read over 60 other reviews that revolve around almost the same story as our own, that is unpaid refunds on cancelled orders, some are 3 or 4 months overdue! Any decent company would not take payment for goods they do not have. Any decent company would refund a cancelled order pretty much instantly. However, it is now apparent to me and many others that Arkpetsonline are NOT a decent company!

I ordered a bed for my dog. No correspondence after a few days so i contacted by phone to be told the item was no longer available and the order cancelled. However i did not receive a refund. I contacted again and waited a total of 15 days before i got my money refunded. Total disregard for customers. DISGUSTING!!

Have ordered from this company previously, there was a delay with that delivery, but I decided to give them the benefit of doubt, and went ahead and ordered again, what a mistake! I ordered on line and paid £66:86, week later no show, contacted them by phone, was told wrong product had been delivered by their supplier, but assured me the order would be with me a week later! No sign of my delivery, no e-mail or any contact from this firm ( have had to buy other fish food to keep my koi going) Contacted them again by phone, apparently they are struggling to get supplies!!! Would have been nice of them to let me know. DO NOT BOTHER USING THIS COMPANY,THEY HOOK YOU IN WITH THEIR COMPETITIVE PRICES AND JUST TAKE YOUR MONEY. AWFUL CUSTOMER SERVICE!!

Been waiting 3 weeks for delivery....try contacting them and no luck. Never again!!