Store 123pondsReviews of store.123ponds.com

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.

Response from Store 123pondsMay 31, 2018

Finally able to respond to this after a few years since we did not have access to do so through this site. The customer pasted the exact policy that is on our site and that they were aware of and then because it did not suit them they left us a negative report and then accusing us of fraudulent behavior. We have many orders to fill and we did not just wait for them to charge them a fee. We have many costs associated with cancelling an order and not to mention the loss in revenue from reviews like these that are simply not warranted. They also left out the fact that we offered to waive the fee should they simply want to change the order or keep it as store credit. 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.

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 123pondsMay 1, 2020

4.8 Stars out of 5 https://www.google.com/shopping/customerreviews/merchantreviews?q=123ponds.com Joe - I've already answered about this site so you can talk about it all you want. Its not damage control its defending ourselves against this site. Also it was 5 years that we never even knew that we could reply to these reviews. See you have written two reviews on trustpilot now - Both 1 star. You have done just as the few others have - you ran here to write your 1 star review. One for us and one today for a Vape store. You probably are sitting back and feel good that you are writing these things. Its fine. You have that right to do so. Hope its fun for you. There are just 22 reviews on here 6 are 5 stars and 1 is 4 stars. This is after 21 years in business. We can defend ourselves because a business of our volume is going to have some negatives. Do we want any negatives? Of course not but as everyone knows you cannot make everyone happy. Again this speaks for itself: 4.8 Stars out of 5 https://www.google.com/shopping/customerreviews/merchantreviews?q=123ponds.com Yes, Joe we do remember and we keep thorough notes, voice mails, emails, etc. Our system goes back to 1999 when we started our business and the main people that help our customers are the owners. Me personally I remember my customers from many years ago and can most times even tell them what they have when they call without looking them up. Also because we have so few problems they stand out in memory. When you put so much into a business and its your lively hood and life you put 200%. And yes, Joe people do sign up for a review site to make things up. They are upset and it makes them feel good to stick it to someone. This is the nature of people. Every day we ship hundreds of orders. The customers get the orders and its a "normal thing" basically so they don't run to sign up and leave a review. This site allows outside reviews and also solicited reviews from the shopping cart. If we were paying Trustpilot their ransom fees we could get hundreds of 5 star reviews but we don't. So the only reviews on here are usually the ones that seek out to disparage us. Here is where you can see our currently over 900 Reviews that Google collects for us from our customers. 4.8 Stars out of 5 https://www.google.com/shopping/customerreviews/merchantreviews?q=123ponds.com 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.