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.
Store 123ponds (store.123ponds.com) has 51 customer reviews on Five Star Index, with an average rating of 2.7 out of 5.
Also known as
store.123ponds.com
Website
store.123ponds.com
Category
Furniture Stores
Listed on Five Star Index
2026
About these reviews
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The company replied to 49% of reviews.
Latest
Most recent review: August 2026.
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Worse customer services ever. Product they sent me was defective and world fit together. They refused to sent me a new one unless I paid for shipping back the defective one to them.
EM
Eugene M.
Stay far away
I purchased a pond pump from 123 Ponds in July 2021 for our pond at our summer place in Lutherville, Md. It was a good pump and ran well. This past November 2021 I purchased another similar pump from them for our home in Delaware and paid $30.00 for express delivery because we needed the pump quickly as our Koi were being delivered. (They could not guaranty quick delivery with their free delivery service so I ordered their express delivery ). The pump came 10 days later, that’s their express delivery service! We connected the new pump to the pond underwater pipes, turned it on and it ran for about 5 seconds and stopped running. I called their returns department and I went through their lengthy return process and paid $20.00 for UPS return postage. That same day I received a text telling me that I bought a similar pump in August and they accused me of switching the pumps. I called and also wrote them explaining how the first pump worked so well that we bought another for our second home, two different pumps and were not switched. They then asked me later to photo the pump all around because all their pumps are coded. All of that information was sent to them in my UPS package. They also told me that even after I connect the pump and it doesn’t work, it is considered used and you are charged fees even if it is connected for one second.
Now in December I am being charged a restocking/administrative fee for defective merchandise. After repeated calls, no one answers the phone so I left messages which were not returned.
I strongly feel that I should not be charged a restocking or administrative charge for a defective pump that they shipped defective to me in the first place. So, for a $129.00 pump, it cost me another $70.00 ($30.00 for express postage necessary for speedy non existent 1 day receiving, $20.00 UPS returns and $20.00 restocking or admin charges).
This company 123 Ponds, has very poor customer service, they are insulting and accuse you wrongly, they don’t return phone calls, and charge you for defective merchandise that they send to you.
Maybe when the read my review, they will have enough integrity, good will and customer service to return some of those fees especially the restocking/administrative fees which should never have been charged because of their error.
Stay away from this company and don’t believe anything they tell you. They spend more time trying to justify their excuses for their poor and deceitful service to their customers than trying to help them to rectify the problem.
Response from Store 123pondsDec 13, 2021
Its funny how so much is added and so much left out when someones main objective is to harm a business.
1) They state that they had to pay for express delivery - False - they paid for ground shipping
2) They state that the pump came 10 days later - False - Ordered on 11/11 - shipped on 11/11 - Delivered on 11/13 - This is only 2 days later and the FedEx tracking number to show this is 286010056174
3) They state that we did not want to assist them and made false accusations. Again false - What they left out is that we offered to replace the pump for them at no cost to them. They said no because they bought another elsewhere. Then we tried to troubleshoot the issue to see if it was damaged in transit or defective or maybe just not strong enough for the application which can happen.
4) They say after repeated calls and messages that we don't return calls - they our phones were open all day Friday 12/10 from 9:30am - 4:30am - There is only 1 voice mail from Friday @ 12:10pm - We are closed over the weekend. This review was left on Saturday with no real time to answer them and surely not enough time to say that we don't return calls.
Its important to know that our company has been in business since 1999 - This is over 22 years. We service over 30,000 customers per year. Yes - 30,000 - Seems like if we are so bad we would have hundreds or thousands of negative reviews.
But sites like this one have 2 options - we can pay them thousands of dollars to solicit reviews from our customers at checkout or organic which is only if someone searches to find a way to slander our company. They make it so you need to set up an account and opt in which only those with an agenda to harm us will usually take the time to put through the effort to do this.
Keep in mind that we have over 250,000 customers that have purchased from us over the years. We are dealing daily with supply chain issues, labor shortages, pandemic and so many other situations that we have never had to deal with.
If you are reading this - you can be assured that you WILL be treated with respect and integrity as our company has always treated our customers. We appreciate each and everyone of you and few bad seeds will not hinder our performance and growth. Thank you!!!
JJ
john J.
What a horrible company
What a horrible company, since when does the color of my skin have anything to do with the way i should be helped over the phone, i was simply asking advice on what size pump i would need for a water feature i built in my front yard and the woman I was speaking too after having no knowledge about pond equipment said i should just puck up a different hobby like baseball or something. I mean im not that sensitive so i actually thought it was kinda funny but that doesn't make it ok .
Response from Store 123pondsDec 1, 2021
This review was posted by the same disgruntled customer attempting to slander our company with false names. All calls are recorded and your story Mike does not even make sense.
MG
Mike G.
A horrible cimpany that falsely…
A horrible cimpany that falsely advertises warranties but will not honor them. I had a pump that came with a 5 year warranty that stopped working after only 2 months. The pump was professionally installed and maintained, i sent photo proof and they asked for more photos, then more photos . I sent over 20 photos of every angle and they just kept stalling and asking for more while im at work and my pond sits with no moving water wich left me with no option but to buy a new punp (elsewhere obviously) . Then they told me i better not leave a bad review 🤣🤣. This company is a joke and with so many other options from other pond equipment companies im surprised they didn't just honor the warranty that was offered.
Response from Store 123pondsNov 30, 2021
All emails are on file showing that we tried to assist Mr Gosh with the advertised limited manufacturer warranty. We requested photos from the start and he only provided 2 photos which were not what we requested. Not one time did we deny warranty coverage as we never received the required information to turn this in for replacement. In fact we insisted in every email for him to just provide the information requested to us as we are on his side. He refused and instead threatened us with the following:
" I will buy a new pump elsewhere and use my many Google, Facebook and Instagram accounts ( i am a nightclub promoter and belong to many pond and water gardens groups on social media. I will reduce your ratings and reviews severely. Have a good day "
Then left us this slanderous review.
We still have not received photos or any of the information requested to assist this customer with a warranty. They have since spent time to create false accounts in an attempt to slander our company. Luckily this site has figured this out and removed the fake reviews. Now we have this review which was created all because mike would not send us some photos so we could provide a warranty.
We are still here for him if he would like to do a warranty just like we are here for our 250,000 + customers since 1999 - Over 22 years! Thank you!
MD
Michael D.
Misleading Website
Bought a pond filter. Image shown in the product description was NOT what I received. The customer service person admitted that yes the photo is not what was shipped but that's not their fault. They were not helpful at all as I only found out after the return window had closed. They wouldn't take it back.
Response from Store 123pondsJul 1, 2021
Michael,
First I am going to go over that slander and lies are defamatory and we don't put up with that. You clearly are out to harm our business and that is slander. My suggestion would be to remove this review as we take false claims very seriously against our company. We made no admission to the photo being different than what was shipped. The exact words from the email sent to you:
"As for the pictures items may vary from pictures since changes may be made by the manufacturer at anytime without notice. "
You made a purchase on our website back on April 2nd. The item title specifically notes:
Tetra - BP1500-UV Bio-Active Pressurized Filter - 26566
This is shown on both landing pages that allow you to order and right over the photo. To claim that you went by a photo only is just not possible. You also would have seen the filter model in your shopping cart, order review page, order confirmation and shipping confirmations from us.
Than if you ventured to ready the product details under the item you can clearly see the Model you ordered and there are dimensions notated in the product description along with a link to a 3 page brochure and that also has the dimensions listed. Then you have the product selection guide that lists the difference between the 3 models. You even noted "Image shown in the product description was NOT what I received." That means you read the product description. (screenshots are taken of reviews so please don't try to change).
You contacted us today July 1st and wanted to return the filter because you wanted a larger model and you claim you only went by photo when you purchased.
Here is a link to the product so others can see how clearly detailed our description is: https://www.123ponds.com/tp26563.html
Not sure why you waited over 2 months to contact us but I can only assume that you actually made the purchase you wanted but then later decided that the filter would be too small for your pond. 2 Months this filter was in your possession and so clearly you should have known sooner. We have our return policy stated as 15 days from the date of the receipt and we have and would have extended that period for you up to 30 days but cannot go 60 days later. Even if it means this 1 star review.
Please understand that when you purchase online you should always look at dimensions and the product details. Photos should never be used as a primary means of choosing a product. When we clearly state the filter is a BP1500-UV and you thought you were somehow getting a larger filter is just not possible. But in reference to this filter - we provide photos of the filters and these are the same photos that we have had under the items for the past 10+ years. We have never had an issue like this.
If you contacted us within 30 days of receiving the filter we would have gladly done an exchange for you with NO restocking fees.
Please don't expect companies to change policies when you make a mistake or decide later that the product is not for you. We are here to assist you in any way we can within reason. Also when you treat people without respect and leave negative reviews and false accusations don't expect them to change or do something for you differently. Treat people with respect and they will reciprocate.
EA
Engin A.
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.
Response from Store 123pondsMay 14, 2021
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.
SP
s P.
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.
BM
Barb M.
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.
