Steel City Koi

If I could give zero stars I would. As others have said, takes money, orders don't arrive, can't provide tracking details, says he'll provide updates, he doesn't, says he'll call you back, he doesn't, very reluctant to refund even though he can't prove items have been sent or if he even has them. Eventually agrees to a refund, and I give him a week to process it, sadly refund doesn't arrive and I had to paypal dispute in the end to get my money back. The chap sounds like a young lad, and while I commend anyone setting up a business, especially a young person. The owner of this shop should go to business school before he opens one. AVOID!

I ordered a 10kg fish food on17th August but was not delivered. On 29th August I wrote to ask when delivery would be, there was no response, I called them 2 days later, no one picked up the phone. I left them a message, no response. On the 12th of September I emailed them again saying that I would give them a bad review if they don't respond and finally heard from them saying that the food I ordered was out of stock. I chose to have the full refund of £74.99 to my Paypal account but it never came even though they claimed that they had refunded. I wrote them another few emails but no response again. Be aware of this company if you are thinking of doing business with them. I definitely do not trust them.

UPDATED:All credit to steel city , once my situation was known the customer service was excellent and the goods arrived in 2 days so very happy. Rating improved to reflect recent correspondence and outcome but not given 5 stars as it should not have required reaching out via a public review function to make contactORIGINAL REVIEWVery poor customer service as others have said,Ordered item but not delivered, no reply to email , phone calls or web based chat function

Very poor. Slow to process delivery and a request was made to cancel prior to processing and despatch - but this was ignored. The owner will state he way away and a clear message/banner indicated this on the website - but this was only present on the homepage. If purchasing via direct link, such as through Google, this message was not visible. Communications have been non existent - both in regard to request for cancellations and in subsequent attempts to return the item. I’m still unsure how is best to return and will open a dispute with my credit card company if no response is received.Update - item was returned and no refund issued. Refund is having to be pursued with credit card company.

Seems I've had a similar experience to others here. Placed order end of august, nothing received, no shipping confirmation, multiple chaser emails ignored, tried Facebook message which was read and ignored, I then emailed demanding either an update or immediate refund and got a reply saying that they had lost access to their email address. Funny though how you managed to suddenly get access within a few hours of me asking for a refund - coincidence? Informed that the 'missing' order would be investigated, waited another few days with no item or update, and another follow up email was ignored. Item now finally received over 3 weeks later.I understand from the website that this is a young lad running a small business, however this chap really does need to learn some serious lessons in both good business practice and customer service, as currently both are woefully abysmal. Just a simple update to let me know you were snowed under or had mucked up the order or whatever, just some honesty would have gone a long way, but it seems the main tactic being employed here is just ignore paying customers until they either give up or demand a refund. In the meantime I will avoid any future dealings with this company.

Ordered expanding foam over a week ago with delivery promised in 2-4 days. Tracking is saying they are still awaiting a parcel and never received. Contacted will who arranged a refund after a few days of waiting.

It's so easy to make an appointment and very accomodating. Keeps so many different varieties of high quality japanese koi.Will definitely coming back.Highly recommend steel city koi.

Purchased a few fish from Will this weekend arrived and was greeted straight away picked my fish for a very good price. I would definitely purchase from him again

Worst company I've dealt with for poor customer skills and communication...I made two orders on the 5th September 2023 and the only thing I have received back was the confirmation email that comes as standard.I have tried to get intouch on multiple occasions via email and there 24 hour live chat on the website, plus I've called them around 15-20 across multiple days only to receive a text message on the 18th September.Explaining to me that they no longer use the 24 hour live chat as it was causing them to much of a headache but it's very much still active on there website. Also to chase up from their suppliers to see if my order had been sent.... they explained that there emails get checked everyday yet magically the two emails I had sent them clearly hasn't been read or dealt with as I'm still waiting for a response back from the text I received on the 18th. I'm still none the wiser on any of my orders and they are now not responding to any messages I am sending them back.This was my first and last time I will be using this company and I would highly recommend anyone that wants to revive there order by post DONT use this company either there are plenty other reliable sources you can use.After reading the reviews on this company this isn't the first time this has happened and certainly won't be the last.I would of said it's been run by a bunch of school children but that would be offensive to the kids. Complete morons with no business skills are the people in charge.

Ordered 2 cans of expanding foam - one was fine, the other had broken valve. Emailed Will, who said that faulty can would be replaced - still waiting, despite having emailed again twice, with first response being that replacement had been sent out ‘the other day’ and no response to second email. This has been going on for over a month now.