Store 123pondsReviews of store.123ponds.com

Response from Store 123pondsJun 23, 2020

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

Response from Store 123pondsNov 5, 2019

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.

Response from Store 123pondsSep 20, 2019

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.

Response from Store 123pondsSep 20, 2019

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.

Response from Store 123pondsSep 20, 2019

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.

Response from Store 123pondsJun 5, 2018

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.

Response from Store 123pondsMay 31, 2018

This is not exactly what happened so I will clarify. The customer purchased a pump which is correct. All pumps will lose volume as they have had lift and depending on the tubing size - each size will only carry so much water flow. We did not send them a used product and used products do not have less flow anyway. Only a product with a broken or damaged impeller would have less flow. Mag-drive pumps will typically either pump or not pump. So in this case we attempted to troubleshoot with the customer and get details as to what size tubing they were using since they did not buy any from us and what type of head lift they had and they kept telling us it did not matter because the pump is not pushing what it advertised. We found that they were only using 3/8" inside diameter tubing which only carries about 150 gallons per hour regardless of how large the pump is. They said they knew pumps and that was not correct. We did tell them that they could increase the tubing size to 1/2" or 3/4" to maximize the pump flow or inspect the pump to see if something was broken or contact the manufacturer to troubleshoot further since they did not believe us or that we could initiated a return for them. They were well within the return period for the pump so their was no reason that they could not return it if they wanted to. I will also write that we have been in business since 1999 and as of 2018 we have over 200,000 customers. Every business will have a few unhappy customers. Nobody is perfect but we are very proud to say that out of all 200,000 customers we have satisfied most of them and as you can see from the minuscule amount of negative reviews on here we have done something right.