"HORRIFIC POLICIES!!! DONT BUY! READ!!!.. might as well never return or exchange, just don't buy actually!!! If you want a return they'll charge up to 30% as well. For example... pump with free shipping is $193.00. We are being charged
Total Credit to be applied back to credit card:
$193.94 = Item Cost
$58.18 = Restocking Fee
$28.18 = Original Shipping Fee
________
$107.58 = Credit Amount
I can ship this item all day to and from NJ for $15.00 or less using 2-8 business days as they did!
Also, the pump was recommended to us by thier sales team... we needed something immediately so our fish would survive... double the strength, so we were forced to buy from another nearby location. This is like a scam if you ask me!!!
Horrible experience and will never recommend them."
"I've been purchasing pond products for over 3 years and have always been satisfied with their products and service. Always receive what I order in good condition and usually before expected delivery date. My last purchases we 3/9/23 and 3/15/23"
"has the best order/turnaround time - everything I've ever ordered over the last ten years (a couple of pumps, diffusers, pieces parts for repair) has arrived within days. . . thank you so much! "
"I bought a pond filter from 123Ponds and upon receiving it, it was apparent it would not work for what I wanted. Not only did I pay for shipping coming, I had to pay for shipping going and a 15% restocking fee. It almost cost as much for the shipping and restock fee as it did for the filter. Plus all sorts of restrictions and clauses on how to return. You definitely need to make sure the product you order is correct because the return process is a hassle. "
"Very positive experience with 123Ponds.com
I’m quite surprise with some of the negative reviews I’ve read on this site. This is not my experience whatsoever. In early March I decided to upgrade my family’s koi pond. We get so much enjoyment from it and we want to be good stewards for and enjoy our pets. At the time I was not attached to any single online vendor and just happened upon 123ponds.com. My first order included an Ultima II filter, pvc fittings, pvc flexible tubing. Second included an EasyPro pump, emergency pump shutoff, flow meter and a few other assorted items. Email updates after my orders were prompt and shipping was within a couple of days. Great so far.
The one and only problem I had was with the filter. I did not contact them about it as I am the kind of guy that likes to figure things out; work the puzzle, take a break and come back to it. At first I thought I mis-sized the pump, but I was very careful to choose a pump based on the filter requirements. I was finally able to confirm the issue was an error in manufacturing. At that moment I contacted 123ponds and provided pictures, supporting YouTube video and diagram. They reached out to the manufacturer and handled everything.
Working with this company has really been a breath of fresh air and they will continue to have my business."
"I purchased two 70gph Aquascape pumps, and one was Dead Out Of The Box. The other only lifts water about 8". Within 5 days I asked for refund or replacement and was referred to Aquascape. Poor responses from both and no contact regarding either replacement or refund, Total purchase was only $30, but if they won't honor inexpensive products, I can't help but wonder what would have happened if a major purchase had been made. Never again!
Pretty slick! Read their refund and exchange policies.....!"
"I had written a previous review regarding my absolute happiness regarding the quality of this product, the timely shipment, the reliable packaging, the clear and concise instructions for assembly and operation. This is our third pond pump and light system and is by for the best experience we have had. The fountain and light is beautiful. I am recently retired and spend about an hour a day just listening to the water and watching the fountain. I frequently get another half hour or so in the evening so I can enjoy the lighting and the sparkling water dancing in the air and on the pond "
"I ordered over a $111 in product. Paid by paypal. Paypal said money would not be paid till product shipped. Next day money was out of my bank account. Never a confirmation, tracking nothing. After sending a couple of emails to 123ponds and getting no response I contacted PayPal and 123Ponds did refund my money but never had a response of any kind from them. This took place on October 15, 2019 not 2020 like this page shows."
"And he would not refund my money after constant communication. Finally I reported fraud via the proper channels and forced a reversal.
DO not shop here!"
"I cannot say enough how great this company has been through the years. My orders always arrive quick and even with the free shipping. It is easy to shop at 123Ponds. They always have what I need and ship promptly. I usually purchase several things at a time and shipping is always free. Prices are very good too. Sometimes I shop around a little and I have seen prices occasionally better but after shipping charges its always more so I keep coming back. I Have called many times when I have issues with my pond and Nadia is always wonderful suggesting the right items to make it right. Been dealing with Nadia on the phone for over 10 years now."
"I just had a terrible experience with 123ponds. I placed an order for an aqua ultraviolet UV transformer for a 25 watt ultraviolet light. I then went to take a screenshot of the item and saw in the description it was the wrong part. I called them right away... about a minute later and got a voicemail. I called back and finally got in touch with "Nadia". I cancelled the order and they charged me 10% to cancel the order even though there is no way it was even close to shipping. I literally called them IMMEDIATELY after i placed the order. On top of that Nadia proceeded to give me the wrong part number for the ! I need a transformer for a 25 watt aqua ultraviolet sterilizer and she gave me A30055 which is the part number for the 57 watt sterilizer!
UPDATE - I just received an email from 123ponds indicating they did not charge me the 10% cancellation fee. "
"Don't buy here if you're unsure that what you're buying is exactly what you need. Absolute nightmare to return, restocking fees are very high, and must be returned VERY quickly even though they take forever to send you instructions on how to do it.
So mad. "
"I ordered a replacement UV light on Friday afternoon and, free delivery, it arrived on the Sunday. Not bad. Chris Jones"
"This is the 2nd time now that we have purchased from 123Ponds - They are always great and this time was no different. We needed a part desperately for our pond and nobody had it online. Then we remembered to look at 123ponds and sure enough they came through. Took advantage of their eco shipping and the part was actually shipped via fedex 2 day air for no extra cost which was amazing in my book. I should know to always look at 123ponds first in the future because my pond is now up and running and my koi babies are all happy again!"
"We have been servicing pond customers for over 18 years now. Over 200,000 customers served and hundreds of thousands of orders shipped out. We wake up every morning ready to start our day and interact with our customers. Nothing satisfies us more than troubleshooting with customers and providing them with suggestions to turn their pond around. We have a large repeat customer base and they respect us for our knowledge. While they may not jump to the review boards to rate us they keep coming back and let us know over the phone about their satisfaction with our products, shipping, prices, etc.
Hopefully if you are reading this you will give us a try and see why so many thousands of customers try us each month and keep coming back. "