123Ponds.com was a disaster. 4/30 - Ordered product, Received confirmation 4/31 - Credit card charged for product 4/14 - I emailed requesting status, No response. 4/16 - I emailed again req... See more
Company replied
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See what reviewers are saying
Terribile Customer service, nobody answers the phones or calls you back when you write them. If you try and cancel an order they charge a restocking fee even if the order was not pulled yet. Shop on o... See more
Company replied
Worst online purchase ever and I make tons of them. First of all. In my opinion 123Ponds is NOT a stand alone business. It is a brokerage type of business ( like Ali Express and Temu... See more
Company replied
If I could leave ZERO stars, I would. I ordered a pump that advertised 400 gallons per hour. It arrived in a used box and obviously was sent back before. I put it in operation and it seems to not... See more
Company replied
Company details
Information provided by various external sources
We offer Pond and Water Gardening Supplies - Pond Filters, Pond and Waterfall Pumps, Lights, EPDM Pond Liners, etc. Large selection of Pond pumps, Many sizes of 40mil, 45mil and 60mil Pondliner. Large selection of Pond filters and Pond skimmers. Pond kits for most budgets.
Contact info
United States
- store.123ponds.com
1.4
Bad
52 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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If I could leave ZERO stars, I would
If I could leave ZERO stars, I would.
I ordered a pump that advertised 400 gallons per hour. It arrived in a used box and obviously was sent back before. I put it in operation and it seems to not be pumping properly. I tested the output by filling a 2 gallon pail with a stopwatch and the output was 160 gph. I tried to return it for a full refund and 123 ponds refused saying that the problem is with the manufacturer, not them. Horrible customer service.
STAY AWAY FROM THIS STORE. THEY DON'T STAND BEHIND
26 May 2017
Unprompted review
Reply from Store 123ponds
This is not exactly what happened so I will clarify. The customer purchased a pump which is correct. All pumps will lose volume as they have had lift and depending on the tubing size - each size will only carry so much water flow. We did not send them a used product and used products do not have less flow anyway. Only a product with a broken or damaged impeller would have less flow. Mag-drive pumps will typically either pump or not pump.
So in this case we attempted to troubleshoot with the customer and get details as to what size tubing they were using since they did not buy any from us and what type of head lift they had and they kept telling us it did not matter because the pump is not pushing what it advertised.
We found that they were only using 3/8" inside diameter tubing which only carries about 150 gallons per hour regardless of how large the pump is. They said they knew pumps and that was not correct.
We did tell them that they could increase the tubing size to 1/2" or 3/4" to maximize the pump flow or inspect the pump to see if something was broken or contact the manufacturer to troubleshoot further since they did not believe us or that we could initiated a return for them.
They were well within the return period for the pump so their was no reason that they could not return it if they wanted to.
I will also write that we have been in business since 1999 and as of 2018 we have over 200,000 customers. Every business will have a few unhappy customers. Nobody is perfect but we are very proud to say that out of all 200,000 customers we have satisfied most of them and as you can see from the minuscule amount of negative reviews on here we have done something right.
Great support and prompt service!
123Ponds.com answred all my questions to help me purchase the perfect replacement pond pump.The patience of the support person was something unexpected. I had so many questions. We emailed photos back and forth and I was led to the perfect product. My pump arrived the next day after I ordered and is up and running! Thank you!
14 October 2016
Unprompted review
Assistance with waterfall/stream
123ponds.com provided us with outstanding technical assistance in planning our 23' pondless waterfall/stream. We were provided equipment options, technical explanations, and a complete parts list. Ordering was easy and all parts were received within 4 days of the order. Technical support after the order was also excellent. I would highly recommend 123ponds.com for your next big project as well as the source for your parts and supplies.
30 August 2016
Unprompted review
EXCELLENT SERVICE
FIRST TIME USER OF 123PONDS.COM AND I WAS VERY PLEASED WITH THEIR SERVICE.I PLACED MY ORDER WITH THEM LATE IN THE AFTERNOON ON WEDNESDAY AND RECIEVED IT ON SATURDAY MORNING.AWSOME SERVICE!!!.I WAS ABLE TO GET MY POND BACK UP AND RUNNING IN LESS THAN THREE DAYS. I WILL ALWAYS USE 123PONDS.COM AND WILL RECOMMEND THEM TO ALL MY FRIENDS.
24 May 2016
Unprompted review
Fraudulent Behavior
I placed an online order with this company after they were closed for business. They only allow cancellations via email (see below) which I did shortly after placing. Their fulfillment department conveniently didn't read the cancelation email, which should have been waiting for them when they arrived for work. Instead, they filled the order, but did not ship it, so they could claim I would be subject to the 10% admin fee. Needless to say, I have filed a dispute with my credit card company. **BUYER BEWARE**.
15. Canceled orders regardless of when placed are subject to a 10% administrative fee IF we can cancel it before being pulled, packed and shipped. Please ask questions prior to ordering and if there are concerns prior to ordering, please let us address them before you submit your order. Cancellations must be done by e-mail in writing.
28 April 2016
Unprompted review
Reply from Store 123ponds
Finally able to respond to this after a few years since we did not have access to do so through this site.
The customer pasted the exact policy that is on our site and that they were aware of and then because it did not suit them they left us a negative report and then accusing us of fraudulent behavior. We have many orders to fill and we did not just wait for them to charge them a fee. We have many costs associated with cancelling an order and not to mention the loss in revenue from reviews like these that are simply not warranted. They also left out the fact that we offered to waive the fee should they simply want to change the order or keep it as store credit.
I will also write that we have been in business since 1999 and as of 2018 we have over 200,000 customers. Every business will have a few unhappy customers. Nobody is perfect but we are very proud to say that out of all 200,000 customers we have satisfied most of them and as you can see from the minuscule amount of negative reviews on here we have done something right.
Refuse to Refund for Defective Part
I ordered a replacement pump impeller for about $50. They sent the part, but is looked dirty and used. I installed anyway and it immediately failed and broke. I called three different times and had to reexplain the problem each time. They were rude, and told me they would send me a response yet none came. On final call to them I was told to return the part, at my expense, which I did, along with their return authorization. I was also told that they would deduct 30% restocking fee. The part was defective, not being returned, and there should be no restocking fee. Regardless, the part was returned three weeks ago and they have issued no refund whatsoever and now refuse. This has taken far too much time and effort all to no avail. Terrible service and attitude.
7 July 2015
Unprompted review
Reply from Store 123ponds
Another false review. This site makes it so easy for someone to post a bad review when something does not go there way. They always seem to forget that we shipped the order fast and that it was exactly what they ordered with no shipping charges and the product worked out fine for them. Maybe it took a few extra days by the carrier but they run to this site and post a bad review.
We have been in business for 20 years and have proudly served over 200,000 customers and counting. We start and end our day daily knowing that we do our job properly and assist customers the way they should be.
Refuse a return.
I purchased a UV Filter and returned the same un opened. They refuse to refund.
Buyer beware.
15 June 2014
Unprompted review
Reply from Store 123ponds
Another false review. This site makes it so easy for someone to post a bad review when something does not go there way. They always seem to forget that we shipped the order fast and that it was exactly what they ordered with no shipping charges and the product worked out fine for them. Maybe it took a few extra days by the carrier but they run to this site and post a bad review.
We have been in business for 20 years and have proudly served over 200,000 customers and counting. We start and end our day daily knowing that we do our job properly and assist customers the way they should be.
Lousy!!
Please, I didn't even bother reading your reply, you're wasting my time. Besides this back-and-forth is not helping your cause, it's transparent and I can't help to think if you tried this hard all those years ago, we wouldn't be having this discussion and you wouldn't be on here trying to fix all the bad reviews. I'm out.
I can't answer for everyone else, but I do not lie and makeup stuff. I remember the incident, because I was 1 of your "200,000 customers". You have over 60% poor reviews on this website alone, the numbers speak for themselves. And while I can't speak for everyone else, I can say with certainty that 60% of your previous customers did not come on here to make stuff up. When you're replying to a review 5 years later, you're in damage control, trying to repair your mistakes, not those of previous customers that all came on here, to take the time to "make up stuff" about your company. That's just delusional! After my first review, you took 5 years to respond, this one took five minutes. Again, "Damage Control". I know you've heard the expression... Thou dost protest too much...
Just because the company does not like your review, does not make it a false review. People don't sign up for a review website to make things up . It's funny the company finally responded over 5 years later, do you actually think the company remembers a single order from 5 years ago!
The customer service. The also shipped damaged filters to me and did not want to replace them. That is the good thing about the web, plenty of other places to buy.
7 May 2014
Unprompted review
Reply from Store 123ponds
4.8 Stars out of 5
https://www.google.com/shopping/customerreviews/merchantreviews?q=123ponds.com
Joe - I've already answered about this site so you can talk about it all you want. Its not damage control its defending ourselves against this site. Also it was 5 years that we never even knew that we could reply to these reviews. See you have written two reviews on trustpilot now - Both 1 star. You have done just as the few others have - you ran here to write your 1 star review. One for us and one today for a Vape store. You probably are sitting back and feel good that you are writing these things. Its fine. You have that right to do so. Hope its fun for you.
There are just 22 reviews on here 6 are 5 stars and 1 is 4 stars. This is after 21 years in business. We can defend ourselves because a business of our volume is going to have some negatives. Do we want any negatives? Of course not but as everyone knows you cannot make everyone happy.
Again this speaks for itself:
4.8 Stars out of 5
https://www.google.com/shopping/customerreviews/merchantreviews?q=123ponds.com
Yes, Joe we do remember and we keep thorough notes, voice mails, emails, etc. Our system goes back to 1999 when we started our business and the main people that help our customers are the owners. Me personally I remember my customers from many years ago and can most times even tell them what they have when they call without looking them up. Also because we have so few problems they stand out in memory. When you put so much into a business and its your lively hood and life you put 200%.
And yes, Joe people do sign up for a review site to make things up. They are upset and it makes them feel good to stick it to someone. This is the nature of people. Every day we ship hundreds of orders. The customers get the orders and its a "normal thing" basically so they don't run to sign up and leave a review. This site allows outside reviews and also solicited reviews from the shopping cart. If we were paying Trustpilot their ransom fees we could get hundreds of 5 star reviews but we don't. So the only reviews on here are usually the ones that seek out to disparage us.
Here is where you can see our currently over 900 Reviews that Google collects for us from our customers. 4.8 Stars out of 5
https://www.google.com/shopping/customerreviews/merchantreviews?q=123ponds.com
Another false review. This site makes it so easy for someone to post a bad review when something does not go there way. They always seem to forget that we shipped the order fast and that it was exactly what they ordered with no shipping charges and the product worked out fine for them. Maybe it took a few extra days by the carrier but they run to this site and post a bad review.
We have been in business for 20 years and have proudly served over 200,000 customers and counting. We start and end our day daily knowing that we do our job properly and assist customers the way they should be.
Didn't even ship product for 2 weeks and only after repeated eamils
123Ponds.com was a disaster.
4/30 - Ordered product, Received confirmation
4/31 - Credit card charged for product
4/14 - I emailed requesting status, No response.
4/16 - I emailed again requesting status, No response.
4/19 - Product finally picked up per FedEx tracking
4/26 - Product finally delivered
I WILL NEVER USE 123Ponds.com again.
28 April 2013
Unprompted review
Reply from Store 123ponds
We checked out systems for this customer and do not show any history for them. Seems that unless they ordered from another company that they did NOT order from us and based on the dates of their correspondence I would say they may have been confused about ordering from us. How could they have called us 2 weeks before he ordered and how could it have arrived a week before he ordered. This should be stricken from our review history.
Great service! Love this company 123Ponds.com
Items arrive quick... I have used them for many years and my orders are always fast and the products are as noted on the site.
13 February 2009
Unprompted review
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