Store 123pondsReviews of store.123ponds.com

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.

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!

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.

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.