mars-hydro.com

I'd previously rated them 5.... now, 1*

Edit: Before I go on - I have now finally been contacted. Let's see where this goes. Anyway....I'd previously rated them 5* supplying spares and assistance, however my recent experience was anything BUT 5*. I'd - directly from the UK site - ordered a couple of controllers and sensor(s) kits totalling £239.00 for those items, along with some other fans and sundries making a total of a little under £300 after discounts. The controllers duly arrived with the fans and sundries but not with the additional sensor kits which make the best part of £150.00 of the total. I duly, and politely, emailed to ask about the sensors and got told they would be delivered in December. That was, from date of Point of Sale, at least 3 weeks later. There was nothing on their site to tell me that this was the case, and nothing proactively mentioned to tell me after ordering, either. Long story short, I bought them as kits and needed the additional and optional sensor kits. Waiting 3 weeks was not an option in the circumstances but, there is more! FWD-FAST 3 days, grudgingly accepting the delay on the sensor kits, thought I would at least set up the controllers and basic/included sensors, only to realise that the controllers I have been sent do not connect to Wi-Fi. The older model of these controllers does not connect to Wi-Fi, which seem to be the models I was sent. If you go on MH's website and search for the older model you cannot buy it in the UK, only their 2025 model with Wi-Fi but I digress; I emailed them again, following contacting them about the missing sensors, 4 times in total and those emails went into the ether... a vacuum; I had no response whatsoever and at time of writing this I have still not heard back from Mars Hydro. If, by dint of my own issue, these controllers (controller43) ARE the correct ones, they haven't confirmed or helped me to understand them; there are no instructions for Wi-Fi connection supplied with them, just the basic stuff for example. I am left floating in the breeze with no information to help. I responded to their original email about the delayed sensors, too. Tumbleweed. Nothing. No help, no confirmation, nothing.I was sold sensors that were not in stock and I was not told about this; I received seemingly although not confirmed older controllers that don't appear to be Wi-Fi connectable AND if they were, I have received no help anyway.Summarising, I have now approached Paypal and raised a dispute. This is a prime example of customer service that should be embarrassing to them. A simple response to my query about the controllers would have sufficed as would being told the sensors are not actually available, or at least would be 3 weeks' waiting for them, giving me the choice at time of purchase. Instead, 2 hours of writing emails, 30 minutes raising a dispute with Paypal, and now, writing this review, which pains me greatly; I have a lot of MH kit but that was bought via third party sellers.I would suggest never buying direct; use a 3rd party reseller who have clear indications of stock levels, rather than leaving it to whatever drop-shipping warehouse MH employ here in the UK. The limited support is extremely disappointing.I just needed information and being told the truth about stock levels. Being ignored is painful.

Date of experience: Nov 12, 2025