Absolute Koi Reviews 9

Absolutely fabulous customer service from Ben! He went over and above in helping me get to the route of a problem with my koi pond and then recommended the products I needed. I can’t recommend this company more highly! Thanks so much for your attentive and knowledgeable service.

Great service - I received a phone call after placing an order to check it was the right part I needed. As a result it appeared I had ordered the wrong item and I was guided to the right product by a really helpful and knowledgeable assistant. Most companies would just have shipped the item I ordered which would have resulted in disappointment

Great service by knowledgable people, they take time to listen to what you need and offer great advice.
Highly Recommended

I did promise that I would update this post if I received satisfaction.
Absolute Koi gave me a refund in the way of a credit note, which I gladly accepted.
Today I have purchased goods against said credit note and Darren was wonderful in sorting me out with what I needed. Although it did take some time to get everything sorted, it has been, and I am so pleased with the outcome, that I certainly will have no problem in using the company again, as they have excellent knowledge in their field.
Below's problem must have been a one-off and as I say, I will certainly be using their company and expertise in the future.
Thank you, Darren!

I had a pond pump from Absolute Koi which, after about 3 weeks, stopped working. It blew the RCD in the house. To cut a long story short, Darren has tried and tried to get my money back from the wholesale company - Charles Austen, but has had no success. Unfortunately I can not give a review for said company and so Absolute Koi is receiving the brunt of this. If, and why should I doubt them, Darren has tried and tried, then obviously it is Charles Austen at fault. They are saying that we had pulled on the cable which is totally ridiculous. The cable looks like it has burnt. Perhaps a short?
The story continues in that over the heat of approx 5 weeks, I lost 5 of my fish due to lack of oxygenation, as I could not get a replacement pump. They were having a problem getting one from the wholesaler/manufacturer. I have photographs of the pump's cable and the dead fish.
I had had my water tested as they were dying and was told that the water itself was pristine but as it were the larger fish (and they were very 2 very large koi, 1 very large mirror carp and 2 again large, golden orf) it was more than likely that they had met their demise due to lack of oxygen, as it had taken 5 weeks to send me a replacement - for which I had to pay for in advance. Darren did agree that lack of oxygen was the probable cause.
I am still waiting for confirmation that Charles Austen will compensate me for the pump, but it has been several weeks now with no success.
So, although it appears that Absolute Koi are doing their best, nothing is forthcoming. I have had my last conversation with Darren this afternoon.
On reflection, I now think that the retailer should pay-
So I have just looked up the legal aspect of it and it says -
"The retailer is primarily responsible for faulty goods, as your legal contract is with them, not the manufacturer. You are entitled to a refund, replacement, or repair from the retailer for goods that are not of satisfactory quality, not as described, or fit for purpose. The manufacturer's warranty provides additional rights but does not replace your statutory rights against the retailer."
So, it appears Absolute Koi should refund me. They too would argue that it was our fault it stopped working BUT as we are both professional people, the thought of pulling a vacuum cleaner or even disconnecting a phone charger by its cable is total nonsense. We are both totally risk-averse. I can not afford to replace the fish at the size they were and as time is ticking on, it looks like I will have to wait until next spring to purchase a few juveniles.
If, and only if, I receive compensation for the faulty pump, I will amend this review in favour of Absolute Koi but as it stands, I am deeply distressed not only to due to losing my fish, of which I was extremely proud, but, and I think more importantly, not being believed that what we have stated was the truth.
Liars we certainly are not.

After discovering the biggest Heron in the UK eyeing up my prized possessions I ordered an Aqua Forte Electric fence from Absolute Koi as their website indicated it was in stock. After 2 weeks of no correspondence to indicate that my order had been dispatched I emailed them to ask if there were any issues with my order. No reply or response. I then phoned them to ask personally, only to be informed that they did not have the item in stock and that they were waiting for these to clear customs. I was assured that the order would be in the shop early the following week and would be dispatched straight away. When I phoned them the following week to see if the items had cleared customs I was informed that the order had arrived in the shop and they would be sent out to me the following day. After a further week and two emails from myself which were ignored, I again phoned to enquire about the status of my order, only to be informed that the item had not yet arrived in the shop, totally contradicting the previous weeks phone call informing me that the order had arrived in the shop. It was at this point I realised I was dealing with either incompetence, poor customer service, economy of the truth or a combination of all of these. Ironically when I requested a cancellation of my order and an immediate refund this was the only time their customer service was spot on as I received notification of my refund within 30 mins. Ordered my item from another supplier who dispatched it the same day. Unfortunately, based on my experience, I could not recommend Absolute Koi.

Superb service from Darren and Ben helped me build my 1st pond and always on the other end of phone for advice .their experience in koi keeping is 2nd to none ..have read other reviews and that is more a courier problem this company is top draw.

Absolutely terrible supplier waited 3 months for a prozone and then never recieved it! Advertisement still says in stock but there is no stock! Seller kept telling me the part will be here next week which was never true
Complete tools no proper communication between each other
I will go out of my way to avoid these tools and recommend you do
TERRIBLE SELLER

This company have taken my money for items ordered and have failed to fulfil the order placed over three weeks ago. Furthermore, Darren has failed to correspond in respect of my order, with me having to constantly chase for updates which are not forthcoming.

This company cannot be trusted, with Darren providing inconsistent information as to why my order has not been fulfilled, ie initially stating that my two parcels were shipped together by the company's chosen haulage company and later informing that the initial parcel (minimal costing items, fulfilled delivery) was shipped by DPD. This is an absolute lie, which is evident from the postage label on the small items/minimal costing items received and my contact with DPD who regularly deliver to my address without issue.

I am constantly told by Darren that their chosen haulage company which I have had to pay £15.90 for delivery of oversized items, have lost my oversized items on two occasions in their warehouse, with him even asking at one point whether I would consider cutting the oversized items into smaller parts so that they can be shipped via DPD at a lesser cost to the company???? Unbelievable!!!!

Please learn from my experience with this company, as nearly four weeks later I still do not have the expensive items within my order (purely only receiving 90 and 45 degree corner pipes, minimal costing); with Darren not even having the decency to provide effective customer service; yet is more than happy to keep my money.

Buyer beware, as it appears from prior reviews that I am not the only victim of this company.

Terrible experience took £1300 of my cash and didn’t receive my goods