Store 123pondsReviews of store.123ponds.com

Customer service was great and delivery quicker than expected

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.

Contacted them for a fountain I was having difficulty finding. Excellent communication, and received ahead of schedule. Worth every penny and then some.

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.

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.

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 !

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.

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 .