Product Review NACD aquariums

Andrew Butler

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A quick product or more company review..........
BE WARNED, AVOID NACD AQUARIUMS AT ALL COSTS!

This is a very serious review which people should take note of and wherever you get anything from, be warned and always use a payment method that gives you rights, I suggest a credit card, which gives you section 75 protection wherever possible for anything over £100 as the best option.

Since the end of August I have been messed around something chronic by NACD; they missed the original delivery date by weeks, only for it to then turn up not as per my drawing, a replacement was promised by a certain date and that date came and went before finally last week, a few weeks after the promised revised replacement date an aquarium turned up which was not upto the standard promised but I accepted as things had gone on long enough and it was workable.
I got a chance to test it week only for the silicone to start parting, after calling them it turns out this was my fault. I did not ask if I could fill the aquarium (which I did not know I was meant to) and although I do not recall this ever being said in any verbal or written communication the clear silicone needed longer to cure, something I had been told many times according to Sam/Przemyslaw the director of NACD aquariums; quite how long I've no idea. I had always assumed if a product was delivered to you it should be ready for immediate use and I was certainly not advised otherwise.

I will add there were repeated promises of delivery days and times which kept changing and when things changed it was me that had to chase him to find out what was going on as he did not come to me.

This is just the tip of the iceberg and as much information as I'm willing to share in public so please be warned and spread the word. This company seemed so highly recommended on this forum and I now have many questions over the company and not just what I've mentioned above.

I have somehow managed to get the aquarium collected and a full refund, I'm not willing to go into details over this on a public forum but I was very lucky indeed
 

Jayefc1

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Your consumer rights intitled you to a full refund as the purchase was not fit for purpose
So they didnt have a leg to stand on really
Cheers
J
 

Andrew Butler

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Your consumer rights intitled you to a full refund as the purchase was not fit for purpose
So they didnt have a leg to stand on really
Cheers
J
You say this but if I paid using part bank transfer and part cash so aside from your bank possibly stepping in to help with the bank transfer side of things (which I don't believe they're obliged to) there's no easy way of resolving this. Trading standards don't deal on a case by case scenario so who enforces your rights given the above information?
You're right to say consumer rights legally should protect me but there's no easy way of enforcing them unless you have paid using credit card but that's still not a 5 minute job.
Anything over £100 paid using a credit card puts joint liability on both the person paid and the credit card company so you have a chance to reclaim money if you can prove things that is.
Non standard products are also tougher on the consumer and give less rights of power.

Martin Lewis likes the acronym SAD FART to surmise consumer rights here in the UK:

Satisfactory Quality
As
Described

Fit for purpose and last
A
Reasonable length of
Time
 

Tim Harrison

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Thanks for the review Andrew, I'm glad you got your money back, but it's disappointing and a complete pita. And I know how you feel, I thought I'd take one for the team and order a tank from APS to see if they were any good. It didn't go particularly well either.

PayPal backed up with a credit card may also be a good option. Theoretically you're then doubly protected.
 

Andrew Butler

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PayPal backed up with a credit card may also be a good option. Theoretically you're then doubly protected
I don't believe this to be true Tim, something I've unfortunately come across before.
If you use your PayPal account and funded it using a credit card then you have infact paid PayPal, not the retailer - sound strange I know but I've first hand experience and this is what I was told.
PayPal do offer buyer protection providing you pay for goods/service and not make a friends/family type payment although this is down to PayPal not legally enforced like a credit card would be using section 75.

It was actually reviews on here that led me to NACD and I now know there are other cases where 'Sam' and NACD has disrespected customers, not responded and provided sub-standard work.
Hopefully other people will speak out and support this review although I know people sometimes don't like to.

I've an alternative builder I'm talking with who seems friendly, have a well equipped workshop and quite a collection of good looking projects completed out there, mainly for the salty side of things but I've also seen some very neat looking rimless, minimal silicone projects. Maybe a builder to look to, we will see how things go.
 

Andrew Butler

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A few years has past now so I don't think it's fair that I name them again, despite what happened as things may be very different now
Some companies can be very on/off but that's no excuse to produce sub standard products. Mistakes happen; like silicone colour but when attempts to rectify are not prioritised and an apology made that is just disrespectful to the customer, especially when it's you that has to continually chase and promises not met.

Custom built aquariums are a topic that seem to come up from time to time and we need a company who makes quality custom aquariums at reasonable prices consistently, hopefully similar reviews such as this about companies from first hand experience may be an idea.
 
Last edited:

Chrispowell

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Got a couple of cabinets built by Sam from NACD, quite similar experience... persistent deadlines missed with zero communication and although I'm happy with the finished product I would never use them again as my confidence in this company is now zero.

Very quick to take the money, very slow and sloppy when delivering the product. I know another member who is still awaiting a replacement part to their cabinet... over a year now with no response
 

colmans

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Oh man, now you have me worried! I got my tank and cabinet made and delivered by them a couple of weeks ago. I haven't filled it yet but it seems OK from what I can see at the moment. PM me on the side Andrew if there's anything in particular I should be wary of.

Cheers

Johnny
 

Andrew Butler

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Oh man, now you have me worried!
Sorry to worry you Johnny, I'd heard great things but from some of the comments and things I now know it seems those great things have gone downhill big time.
This is a review and I've given my experience, as have others.
Maybe you received exactly what you asked for, on time, without repeated delays and to a good build standard - if that's the case then it would only be fair you share that experience in my opinion.
 

colmans

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Yeh, my delivery was a week late but I kind of expect that to a certain degree when given an initial 20 day delivery time on a bespoke item. I did have to chase a bit as you say and I haven't filled the tank yet so hopefully none of the silicone curing issues that you experienced. Comms were definitely not great though as you say but the tank and cabinet do look fine from my limited experience! Time will tell. I did actually look at Aquariums4life and their comms were super good. My big kicker was that the price was considerably higher so I took a punt on NACD. Hopefully I won't regret that!

Cheers

Johnny
 

Andrew Butler

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@Fisher2007 @strat100 maybe it would be worth you starting a product review about the custom made aquariums you have from this other company, your experience and consider removing any photos or naming them? - just to avoid any confusion with regard to the product or company this review is about.
 

mort

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My only experience with nacd was when I asked for a quote, they didn't respond so I left it there.
 
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