MasterFisch UK Reviews 57

asked for refund messed me around with delivery took delivery cost of out refund then added money to my wallet, which i never asked for. So now after loads of emails asking for full amount back on to my card nothing yet. I have 15 days then I can apply for my bank to get my full amount back. Should have read the reviews first it seems they are a sum bag company stealing your money. So ill have to wait and see if I get a refund if not then I have a long fight ahead. Never received the items they said they could not carry out my wishes on delivery but did not refund me. What a load of hassle.

Extremely horrible experience. DO NOT buy fish from them. False photos where I received the 'golden albino corys' that looked nothing like it, Same with the shrimps. The 5 'golden albino corys' have all died now since purchase along with passing some illness into my tank, I now have to figure out what it is and save the 500+ euros worth of fish, plants and investments already inside. Brought red dotted snails from them one arrived dead and the other does not have markings at all! Their stock is over bred and poor selection and you will know when you get brown shrimps when they are meant to be a low-grade red cherry... customer service was unhelpful saying i put algae eating shrimps in with the red shrimps to try and wiggle out of refunds. In the end i didn't argue anymore didn't need the stress and WILL NEVER buy from them again

Great! Only one casualty out of 20+ fish the day after arrival. I know the pet store would have resulted in many more. Healthy and happy fish and shrimp. (AMAZING cherry shrimp! Big, fat and super red!) Got my first batch of endler fry yesterday. The endler mix on their site is great! I got a huge variety of types! I'll definitely buy here again when i need a larger amount of fish. Shipping is expensive but fast when you (literally) live in the middle of nowhere. The heat packs were still warm.

Masterfisch and the service is really good...answering emails, all perfect..only what was ups.....masterfisch send the fish wednesday.,arrived in cork thursday....then ups send a email next day delivery, friday i call them they told me saturday will be the delivery..they dont care in the parcel are fish...fish artived monday..water freezing cold and all 30 fish dead..heardbreaking :( did pictures ans send to them and got my money back..a shame to ups....express delivery is something else ..but masterfisch service was great

First time ordering from the company, had great service up until there was a price difference in fish which was owed so still waiting on email on that and also the DOA shrimp. I've contacted them and phoned them but had no response

ordered 20kg of live rock 10kg has came the other 10kg is stuck somewhere stuff is well packed but customer service is terrible give you some robotic response that doesn't answer you question then when you're try to get more out of them they completely ignore you

Fantastic quality fish. Well packaged. Ordered 4 young discus. All arrived in perfect condition. All eating well after leaving 24 hours to settle in their new home.

Ordered for the first time during lockdown as no UK supplier was shipping.

Note that they have a UK number which transfers to France, which is long standing practice by many EU companies selling in UK as you don't pay international call charges ... also online customer support is in Germany which is also something that should not discourage you as they are excellent.

Masterfisch/Nyugen have been absolutely brilliant. The only real issue I've had was a total screw up by UPS which meant 15 fish and 12 shrimp were trapped in transit for over 48 hours.

When the shipment finally arrived with a very worried UPS driver who knew the fish might be dead, these guys had packed so well and the fish were in such good condition that UPS had succeeded in murdering only three Boraras. The survivors are thriving. I haven't even lost any of the Otos.

I received a full refund for the losses and a voucher by way of apology.

I've found them to be extremely helpful, supplying fish I've struggled to source elsewhere, and their customer service is exceptional.

I recommend them wholeheartedly.

Ordered fish on Monday 5/9/20, got a call on Wednesday to confirm delivery date, received fish on Thursday before 9.30am.

All ok on arrival and now happy and feeding in the tank. Corals also OK and expect them to open fully over the next few days.

Loved the acclimatisation kit as well and will be using that from now on.

Great job! will definitely use again if I can't get what I want locally.

Hi I made a order for some corals and 1 symphilla arrived dead with no refund and in my order the black Tracky was replaced with a cheaper version very disappointed with this online retailer

Ordered two Orchid Dottybacks aquacultured the quality of the fish they sent out was appalling, damaged tissue, loss of fins etc. When i sent them photos all they could say is that the fins will grow back, subsequently both fish have now died.

In response to your reply you only refunded half the price of one of the fishes, irrespective of that you shouldn't be sending out fish in such a poor condition that is indefensible, the fish died within a couple of weeks, one week of one another not a month and nothing to do with the parameters of my system.

My first order from masterfisch and I’ve now got 4 very happy children. 9 fish arrived in perfect health, very safely packaged with care. I had accidentally put the wrong address down and only realised on the day of delivery, they were very quick to respond giving me the relevant telephone number and tracking info so that I could get it sorted ASAP. All fish are happy in their new homes 🐠

Ordered my rams from this company, all arrived safely and well packaged, excellent size and good quality fish, all settled in aquarium nicely one quarantined. Would certainly not hesitate to use this company again, job well done guys, good communication prior to arrival, no problems this end all good. Thanks again p r sykes, harrogate.

Do not deal with this company!!

Yes they will claim order was during a pandemic, but they have taken funds of around £700 and not refunded, there was one short email response to say that they could not apparently see the funds - yet evidence has been sent/provided and no response.

The bank are about to raise a chargeback to get the money back. Do not deal with this company, they cannot offer a good customer service, no UK base, fish are imported, and have seen many unhappy reviews online since ordering.

I understand there is a pandemic, but at least return the funds that are owed! have updated my local fish network not to deal with this company as extremely unprofessional.

In Response "I am fully aware where tropical fish originate, I am stating these are imported to the UK on order.. I have sent you the evidence previously and have again responded yesterday. I do not understand how your accounts team cannot see a payment of £700 and also why this payment was taken twice from my account.

I have sent this over to you again - and now from placing this review you are looking into this. I will update this review once I receive my refund to confirm I have received.

I was phoned on Saturday from France to say the green chromis wouldn't be ready for 15 days, would I accept an alternative.
I agreed.
Asked if I would be home for delivery on Tuesday.
Yes i am. Now its 5.30pm and still waiting. Never have I had to wait past midday for live fish deliveries. The total order is delivery free due to the amount spent. Now im wondering if I'm going to end up with 15 dead fish.
I wont use this company again ever.

NeonTetra arrived safe and sound for my aquarium. Pricey delivery charge however as we are in lockdown it was well worth it. They are healthy lively fish and came in well insulated sturdy packaging with clear instruction regarding acclimatisation. Would certainly order from this company again.

Our fish have arrived safely thankyou.
They are all happily exploring their new home in our tank, after their time adjusting because of their long journey.
Thankyou very much.
We think you must look after your fish very well indeed, as they all look so lovely and healthy.
Thankyou very much,

Fantastic service. Order sent after 3 working days and arrived next day. All fish were healthy and the packaging was the best i had ever seen. Would highly recommend.

Had reservations at first due to other reviews but ordered 6 male guppies and a male betta (seperate tanks) and was very happy with the service. Guppies were all healthy and a decent size and the betta was also fine, had lost a bit of coluring in the journey which is understandable. My package shows as travelling from France to germany, to the UK and then to my home in the space of 24 hours. Packaging was excellent aswell, fish are all actively swimming still and going after food which is always a good sign. Included acclimisation kit was also useful but a little bit leaky. Will definitely order again

Put in a review for a fairly significant amount of money. Money was taken and I received and email asking my if it was ok for delivery the next day. I replied saying this was fine but preferred Friday. 4 days and a Friday goes by - manage to get someone on the phone who apologised for not answering my email as he 'just didn't see' the reply. Arranged for delivery tomorrow.
No UPS tracking or email so far. Fingers crossed for a delivery but seeing the review and not being able to get anyone on the phone today i'm not so sure.

Update: it’s now week 2. Getting mixed communications from different support staff. Won’t answer the phone and won’t call me. I’ve even given 4 - 5 different alternatives options for my order to no avail. Best avoided.