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
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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
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Follow up
when I didn't fill in the order correctly, they took the time to call me and straighten things out. I appreciated that very much
June 5, 2021
Unprompted review
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They list items in stock
They list items in stock, which they do not have in their warehouse. I waited for a single item in my order for two weeks, and every time I called them, their answer was tomorrow we will have it.
At last, I cancelled the order and I was charged for money for an order that never left the warehouse to cover their PayPal fees.
Be nice to yourself and stay away from them.
May 13, 2021
Unprompted review
Reply from Store 123ponds
This is not what happened exactly and we have the call recorded as we do with all calls. So the covid pandemic is still weighing on many businesses and freight carriers. We had a shipment that was due in to our location and 1 of the items this person ordered was on that shipment. The carrier lost one of our pallets and each day we contacted them to check and they would tell us it was coming the next day.
First the order was on 5/3 and they chose a free shipping option which is up to 10 business days. The we expected to ship on 5/5 - This person called us on 5/5 asking about their order and we told them there was a delay and at the time what were told which was that 1 item was supposed to arrive the next day due to a delay with the carrier. They called us again on 5/12 and we told them we could ship all of the other items in their order and the spillway when it arrived but they said no and to wait. Then on 5/13 they called and we explained what happened with the freight and they said they wanted to cancel however after talking with them they said they are ok with us shipping out their order but to not charge them for the spillway since we did not have it. We said that was not a problem and that we would only capture the amount in which we gave them the new total and they said ok - So we captured the funds while on the phone and then they turned a 180 and flipped out because apparently they had something with Paypal for a payment plan and they said we did not give them that plan. We explained that anything with Paypal was between them and Paypal because we have only a button to cancel or credit and explained that they bill us for fees and that is why we asked them first for their permission to complete the order which they did give us. We explained the fees to them and they now wanted to cancel the order so we provided them a refund less the fees since Paypal does not refund those fees.
They have now turned this into a huge fiasco and with the main intension of harming our business and slandering us. Its a real shame that they have nothing better to do than to try and harm a small business and only trying to create harm especially when things are just getting better from covid. Businesses are doing their best to satisfy customers and sometimes small speed bumps happen but they are the end of world and not worth spending the time to bad mouth companies.
Excellent
We bought a replacement Tetra biofilter, a prefilter, clarifier bulb and extra filters thru 123ponds. Great customer service, thorough explanations for each product on their webpage. We have had our pond for 20 years. We set it up ourselves and had some missteps along the way. I would advise anyone who wants a water feature in their yard to plan, read and research if you want to DIY. It is unreasonable to ask a seller of pond supplies to guess at what you want. Otherwise, hire someone to do it for you. We highly recommend 123ponds for your pond needs!
May 10, 2021
Unprompted review
I have relied on 123 Ponds for the past…
I have relied on 123 Ponds for the past few years regarding my home pond, waterfall and fish. I have always received quality merchandise, quickly, and at a reasonable cost. Great company and staff!
Regards,
Tolen Hilliard
May 6, 2021
Unprompted review
Customer service was great and delivery…
Customer service was great and delivery quicker than expected
April 5, 2021
Unprompted review
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Rounding up from 4.9 stars to 5 stars
Overall I had a very good, but not perfect experience with 123Ponds (Order #252371, $1,954). The salesperson I spoke with was very patient and guided me through all the parts I would need to build our waterfall, especially in determining the size of pump I would need. She even recommended that I buy two slip valves ($27) so I could control the waterfall flow. My mistake was buying everything in December, thinking I would build the waterfall in January and February, without realizing they had only a 15 day window to return products. Everything arrived promptly and in good order. However, as it turns out, it took me 2 1/2 months to build it, and in the process I realized I didn't need those slip valves after all. Even though I was way past that 15 day window, I filled out the form to get an RMA, hoping that they would make an exception for $27 worth of product on an almost $2,000 order, but they didn't respond. I tried again using their chat room, and the customer service rep was polite, but very firm in her insistence that it was "impossible" for their system to do an RMA unless it is within their 15 day window. Having run a business, I know that it is possible for someone to intervene and manually create an RMA outside of their system - it just takes someone higher up to make that call and it may be a little extra work for them. I do not have a right to expect them to do that because I was definitely outside of that 15 day return window, and maybe I shouldn't have let the salesperson talk me into it in the first place, but it seems to me it would be really good customer relations and inspire future business if they were to make an exception. So, although I'm a little annoyed about it, I'm not going to fall on my sword over $27 - everything else about this transaction rated a 5 star review.
March 17, 2021
Unprompted review
Excellent customer service.
Contacted them for a fountain I was having difficulty finding. Excellent communication, and received ahead of schedule. Worth every penny and then some.
January 24, 2021
Unprompted review
Reply from Store 123ponds
Thank you so much for your 5 STAR review!!! We really appreciate you taking your time to thank you us! This means so much to us and our staff. Glad you love your new fountain and we appreciate the photos!
Don't buy from these people!!!
I purchased a pump screen from 123 and the website description did not say it had 2" of lip on the opening before any pump could be placed inside. Upon returning it (according to their exact requirements) I was refunded approximately 50% of the paid price. They charged for restocking, required me to pay the return freight, and charged me for part of the freight to me for the original part....something I'm still not understanding. Their customer service girl is the rudest I've ever spoken to. She refused to let me talk to a supervisor. Then they changed the screen description on the website so my credit card company would have second thoughts about going after them.
November 13, 2020
Unprompted review
Happy with the company
My experience with the company over the years has been very positive. Prices are good, have what I need for my pond and deliveries are as promised.
My latest purchase was the handle assembly for my filter, not an easy item to find. They had it, got it in a couple of days and avoided a disaster.
No reason for me to go anywhere else.
July 21, 2020
Unprompted review
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Good customer support !
I purchased a little giant pump from 123 Ponds and it came defective. I sent them an email and they got back to me to try and figure out what the problem was. I explained it was a bad impella. They emailed me that they would get one shipped to me ASAP !
Thank you 123 Pond !
July 8, 2020
Unprompted review
Reply from Store 123ponds
Thank you very much for your 5 STAR review! We appreciate that you took your time to recognize our great company! And glad we could be there for you when you needed us!
We always strive to have hard to find items and offer fair pricing. Over 20 Years Strong since 1999 and trusted by over 200,000 customers!
Read before purchasing from this company
I wish I had read other review before purchase. We purchased a pump that worked for 2 days, then quit working. On the 2 days it worked the flow was adequate but not stellar and thought if we had to return the defective pump, we certainly didn't want to re-purchase the same model as we thought it must not be of sound construction to only work for 2 days. They offered to take the defective pump back, but would charge $133 restocking fee + $52 shipping. I didn't think a 30% restocking fee was fair based on receiving a pump that only worked for 2 days! Talked at length with "customer service" who refused to budge on their policy--they offered to fix pump and send it back--if the pump is so cheaply made it only works for 2 days, I have no faith in it and didn't want it back! Just kept repeating the party line--30% restocking fee or replacement. No willingness to help. If they had offered store credit I would send it back and re-order a different pump from them. But this company is not easy to work with and their restocking fee is outrageous. Will purchase future products elsewhere.
June 26, 2020
Unprompted review
STAY AWAY
All I say about them is STAY WAY
Purchased an item from 123 Ponds, Item was 120.00 They only refunded $52.00. Said item was damaged. Return was sent back in the original factory packaging and the original box they sent it in packed with peanuts.
Charged me the original shipping fee and 15% restocking fee. It cost me $30.00 to ship back and ended up with $52 refund. They sent pictures of the box and not damaged. In my mho looking at the reviews this is the MO of this vendor .
June 23, 2020
Unprompted review
Reply from Store 123ponds
When someone posts a published post of defamation of character we have problems with this. We are not thieves or scumbags and their is no proof of this.
They left out all of facts.They left out that they ordered completely on their own online an item that turned out to be incorrect for them. That order arrived to them without any issue and received in only 4 days. After they received the order they went to our website on their own and ordered the correct item they needed. Again this was shipped out and received correctly and in only 3 days. After they placed the second order they filled out our online RGA form and selected that they were ok with a 15% - 30% restocking fee based on condition. All details about restocking fees and shipping were on the front and back of their packing slip sent with both orders and posted on our website. Nothing hidden from them or anyone.
When they shipped back the first order to us it unfortunately was damaged by the carrier. We received the return, opened it and discovered the damaged part inside and also the manufacturers box was dented in and ripped. We took photos of the inside contents and outside box and emailed them to the customer letting them know that we would keep the items here for 3 weeks so they could file a claim with the carrier in case the carrier would want to pick up the damaged item.
They were not even entitled to a credit as the item was damaged. We did credit less the broken part to do what we thought was a good thing.
They also state that the box is not damaged which is false. We have photos which cannot be shown on this site showing that the boxes were damaged and he was sent these photos as well.
From this review it is of our opinion that they only have intent to slander and create harm against our business. The proof is in the fact that they have run to slander us in every spot they could.
Here you can view our over 1,000 reviews with a 4.8 rating out of 5.0
https://www.google.com/shopping/customerreviews/merchantreviews?q=123ponds.com
I purchased a water pump from 123Ponds
I purchased a water pump from 123Ponds. The pump was defective (which is no fault of 123Ponds). I contacted the manufacturer and showed them my application and they were also convinced the pump was defective and recommended I return it.
I explained my situation to 123Ponds as I noticed they had a RESTOCKING FEE on returned Items. Even though I mentioned that the manufacturer agreed it was defective 123Ponds said they would charge me a 15% restocking fee unless I exchanged it. I just wanted to return the pump but they said I could not without a restocking fee.
I asked them for an exception due to the defective nature of the pump and they said they would not make an exception despite the fact that they wouldn't be eating the cost on the pump. After 20min on the phone with customer service trying to ask them for an exception, I made the point that they spent more money arguing with me about a restocking fee and losing a customer than agreeing to waive the cost and have a customer willing to recommend them to someone else.
In the end I ended up keeping the pump and talking directly to the manufacturer who was very willing to help me out.
Judging by the other negative comments on 123Ponds about the SAME STUFF, I wish that I had read that first and shopped elsewhere.
And NO, I am not some other business trying to throw shade on your business. Just an angry consumer who wishes that you would take in some of the frustrating criticism and change your business model to one that looks out for its customers instead of simply trying to profit off them.
(addition): I see that you post comment defense for each bad review. Perhaps instead of trying to 'correct' the reviews you should spend the time rethinking your customer service. I am truly baffled by your approach...
... and of course the review of my comment comes now too.. I'll let that speak for itself..
November 4, 2019
Unprompted review
Reply from Store 123ponds
Hi Mark,
Yes, we will take the time to defend ourselves. Especially when there are items that are left out. We see you spent the time to write this but what you left out was the fact that you actually purchased a new larger pump and that you bought this smaller pump to replace a larger one that you had before.
This is important because the pump you purchased from us was not defective but just not right for your application. When you replace a pump with a smaller pump and it does not work out for the application we offer free technical support and offer exchanges. You did not seek out our assistance. Instead you realized that the pump was too small, went locally and bought a larger pump and then contacted us thinking the pump is defective. Pumps are very simple mechanical devices. They have one moving part and they either work or don't. If they work, yet just not performing what it was meant to do than the weight goes to a few things - either the application is not right or the tubing is too small for the size of the pump. In your case it was the wrong application.
You have also mentioned that we wouldn't be eating any cost but what you don't understand is (and we explained this to you) - the manufacturer will test the pump when they get it back and they will repair it and send a used pump back to us which we cannot resell or they will issue us a credit however it will be for our cost. It does not cover the shipping, packaging, credit card fees, etc. We also explained that we would have been more than happy to send you a brand new pump at our cost to you if you had given us the chance to do that. That new pump would be completely at our expense but you were stuck on the fact that you could have us send you 10 pumps that would all be defective. This was you dwelling on that fact since you already knew the pump was not right for your application.
You have also exaggerated as it was not 20 minutes on the phone. It was about 10 minutes and as long as you had questions we were going to give you the time and respect to answer you. You cannot fault us for that. I will bold the following because its important:
WE OFFERED YOU MANY TIMES DURING THE CALL TO AVOID ANY RESTOCKING FEES IF YOU WOULD TAKE A STORE CREDIT BUT INSTEAD YOU REFUSED THAT. THIS WAS A STORE CREDIT FOR THE FULL PRICE OF THE PUMP. NOT ANOTHER PUMP.
AND N O R E S T O C K I N G F E E S AS YOU KEEP MENTIONING.
Again its easy to throw stones our way especially when you read a few made up reviews on this crack pot website. You write this long store in hopes to slander us and make yourself feel good.
We know that we ship thousands of orders every week. We know that we come to work everyday loving our job and doing the best job that we can and do the same for over 20 years now. You can feel good slandering us and leaving out things and that is on you. We will continue to offer our customers a good experience and be here for them. We offer free technical support and we are one of the few companies that will offer proper support from 20 years of knowledge unlike the thousands of companies out there that don't stock what they sell and don't even know the products they offer. We have the knowledge and the products in hand so that we can always offer the best advice when those contact us to take advantage of it.
WE HAVE A VERY GOOD BUSINESS MODEL. WE TRY TO HELP OUR CUSTOMERS. WE MAKE OFFERS WHEN WE CAN. THERE WILL ALWAYS BE A FEW THAT GET STUCK ON ONE THING AND YOU MAKE THE SAME THREAT. IF WE DON'T DO WHAT YOU WANT THEN YOU WILL TELL EVERYONE HOW BAD WE ARE. THAT IS NOT THE WAY TO GET WHAT YOU WANT. TREAT US WITH RESPECT AND WE WILL DO THE SAME. WE TRIED TO MAKE YOU HAPPY BUT IT WAS NOT EXACTLY WHAT YOU WANTED. WE ARE SORRY FOR THAT!
WITH OVER 250,000 CUSTOMERS OVER 20 YEARS SERVING THE POND COMMUNITY WE KNOW THAT WE ARE DOING OUR JOB. NO BUSINESS CAN MAKE EVERYONE HAPPY. ITS IMPOSSIBLE TO DO AND EVEN THE BIG GORILLA IN THE ROOM DOES NOT MAKE EVERYONE HAPPY.
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Exactly as advertised.
Needed an odd-sized piece of corrugated drainage pipe and they had the cheapest price by far. Arrived quickly and to the size I needed.
October 18, 2019
Unprompted review
Reply from Store 123ponds
Thank you very much for your 5 STAR review! We appreciate that you took your time to recognize our great company! And glad we could be there for you when you needed us!
We always strive to have hard to find items and offer fair pricing. 20 Years Strong since 1999 and trusted by over 200,000 customers!
The owner will make zero effort to…
The owner will make zero effort to assist you in anyway. Do not spend money here if you expect customer service or quality products. Many other competitors offer better prices and treat you much better.
September 20, 2019
Unprompted review
They sell you the wrong product then…
They sell you the wrong product then make you pay a 15% restocking fee to get the one you need. And you have to pay return shipping. They will not admit they messed up the order even after the email question was presented along with the response from their company advising of the product...but wrong. The order number form the original purchase was even presented in order for them to advise of the correct part for the filter. Do NOT use this company. Customer service rep is the supervisor a well and constantly talks over you so you can not state the issues.
July 12, 2019
Unprompted review
Reply from Store 123ponds
Complete falseness! Tasha posted a review that is not correct and she will have no proof that this is what happened. She did not pay any restocking fees at all. She ordered the wrong item and we exchanged with NO restocking fees just as noted in our return policy for the correct item.
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.
Wish I could give zero stars
Wish I could give zero stars. Ordered a product and the carrier never showed up on multiple occasions. I contacted customer support and like other reviewers was told it was my fault. I've never received such bad customer service. STAY AWAY!
May 13, 2019
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.
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Purchased an item from them with bad results
Purchased an item from them. They waited 5 days to process the order, even after I paid extra for quicker shipping. When I called after a week ( with my 2 to 6 day shipping ) they said it would be there in two more days. Those days pasted, three days later I called again, they were buligerant, while justifying there 13 day shipping position. Not an honest and fair company to deal with. They blamed me.
September 11, 2018
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.
123 ponds is a great company
123 ponds is a great company to do business with. I'm 100% satisfied with their customer service. I've used them several times now and they have never disappointed me. I highly recommend them to anyone who is considering using them. They won't let you down.
June 7, 2018
Unprompted review
Reply from Store 123ponds
Awesome!!! We L O V E hearing about great experiences like this. You have made our day!
These people are unprofessional and won’t…
These people are extremely unprofessional and won’t even back their product. Have tried to reach them for months with no response. Buyer beware and buy from anywhere else. They don’t care about anyone after they sell you something.
May 18, 2018
Unprompted review
Reply from Store 123ponds
The reviewer has updated his review but its still not truthful and they are falsely making accusations that are not true and without evidence of such. Reviews need to be backed up with solid proof or else they are false and defamatory.
As we have outlined and have proof of all correspondence - we have replied to the emails sent to us about this and have replied with our emails in the email thread. This is not our product. As a retailer we follow standard business practices. A limited manufacturer's warranty is offered by the manufacturer's. We did our part to pass along the information to the consumer. The rest is between the manufacturer and said consumer to determine the eligibility of the warranty and the consumer stated in emails that the manufacturer did provide parts to them under warranty which was determined via the manufacturer and consumer over phone or email communication. We cannot come in after the fact and cannot force the manufacturer to act differently if this is not the outcome that the consumer wants.
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