Koi Direct 

My goods never arrived from Koi Direct, all I got was lies and excuses for months. I was told the goods had been delayed, I was even told the goods had gone missing on root, I was told they had eventually been found, then I was told that they had finally reached my local depot and someone would contact me to arrange delivery the next day. Guess what! - No one contacted me and the goods never arrived.

Customer service is none existent and you are very lucky if they reply to any emails or website mail. Most of my mail was never replied to.

There is a phone number but you only get to speak to one guy called Tom (always the same person) and that is as far as you get. He will never pass you on to anyone else even after demanding to speak to a manager or finance department.

When I finally demanded a refund Tom said it could take up to 10 working days. Nothing was refunded after this time so I got in touch time after time only to get even more excuses. I demanded to speak to their finance department only to be told by Tom that they do not have any phones in that department, which I find very strange and unacceptable.

So basically you can never talk to their finance department and you can never talk to any manager only this guy called Tom who cannot do anything to help you.

I was told by Tom that there was nothing they could do about my money as he said it had been refunded but it never reached my account. I asked Tom on numerous occasions for proof of the refund but I never got anything from him or Koi Direct.

I am currently reporting them to Trading Standards and a well known TV program. Also I am in the process of trying to claim my money back through my card company.

All I can say is: BE VERY CAREFUL IF YOU ARE THINKING OF USING KOI DIRECT

Ordered a pond filter for £230 waited 4 weeks not delivered sent emails with no reply lucky I payed though Paypal even there emails were not replied too got full refund from paypal.. This company should not be trading..

Destination Pet have taken £139.99 from my account. Sent no product and no communication. Website is koi direct but paypal invoice to destination pet. Home and Garden Leisure Group is also a name to avoid. Avoid!!!!

I ordered a Evo55 clarifier from Koidirect and got notification the next day the goods had been dispatched. 3 weeks on and still no delivery. Emails are not replied to and no one picks up telephone calls.
I have now resorted to claiming from my credit card company under section 75 but could do without the hassle.
They should be shut down and removed from the Internet.

Was continually lied to regarding the alleged dispatch of my order. When the pump finally arrived (I was not prepared to cancel the order as I didn't believe I would ever get a refund), it was obviously a second quality unit, box and plug was damaged and I assume it was a warranty return that they had picked up cheap......I'm not expecting it to last.
If you are happy with weeks of grief then take your chance, otherwise don't go near them!

Koi direct have taken my money £399,98 from my account on the 7th of April ,,I have never received my shed ,,,their customer services r disgusting do not use this company ever emails telephone calls make no difference to them ,they still ignore u ,, appalling ,,, please never buy fron them ,,,,,

easy to order and arrived on time.

A bunch of thieves. Avoid this company at all costs. Koi Direct have the same address as Pet Hut UK and Pet Group UK. All the same company. Been lied to, had my phone calls and emails ignored. A truly dreadful company that take your money, lie to you and run. Do not use them. They should not be in the market place and their websites should be closed down. Awful.

I could not have been more pleased with the ordering process. I ordered from the sister company Pet Hut uk ( now called the Pet Group uk) My advice is to avoid this company in all 3 of its forms. I ordered in early July for delivery for the 3rd week of July. The item was not delivered. On contacting - having had to phone and email several times - I was told that delivery had been attempted 6 days before the agreed date.
Numerous emails and phone calls have resulted in nothing. It was only resolved by me claiming the money back from my credit card three months after the order was made. A thoroughly bad experience.

Worst company I've ever had the misfortune to deal with! Waited 6 months to receive the wrong item. Hundreds of calls and emails to no avail! Numerous contacts since mostly ignored nearly 8 months now without a solution emails and contact ignored or am cut off. Appalling Company

Ordered a UV Clarifier. Weeks past and no sign. Repeatedly phoned (phone just rings off) and emailed (these were ignored). Still nothing. After nearly 2 months I resorted to commenting on Facebook posts regarding the whereabouts of my order. Most of these were ignored and/or deleted but with a little perseverance someone finally provided me with a phone number that actually worked. Not that it was much use - the person I got to talk to repeatedly lied to me, telling me it had been dispatched yesterday, it will be dispatched tomorrow etc. etc. After calling 5/6 times and being told the same story I called visa and got a refund. The clarifier never arrived.

AVOID!!!