"One of the worst companies I’ve dealt with in my 63 years. And I have dealt with hundreds.
I called 123 ponds.com on a Monday morning about a defective air raider barely one year old. Was told the process took 72 hours. And explained my pond was without aeration. Was told they what attempted to expedite the process. I emailed late Tuesday afternoon to get an update Wednesday was a holiday I heard nothing by lunchtime on Thursday and called Nadia. Got voicemail and left a message requesting the update. Got no response. Called late Thursday afternoon requesting the same with the same outcome. Waited until late afternoon on Friday when the 72 hour waiting period was over and called Nadia again. Phone call still went to voicemail. I knew I could get somebody by calling sales department which I did and had them switch me over to Nadia‘s department. Said she would call manufacture if I would hold. Returned in about five minutes telling me manufacturer did not pick up phone that he would try later if not on Monday. I had enough by that point and told her that I held one to three ponds responsible if something happened to the fish in my pond. That’s that Nadia off and he became very rude and disrespectful telling me it was my job to keep up the maintenance on my pond which I agreed with but explain to her that in her words the process would take 72 hours and we had already passed that time. Presuming I was a fool and hadn’t counted the holiday he questioned the 72 hours. I have each contact with 1to 3 ponds documented and explain that to her and I’ll nap. I had an email within the next half hour explaining that the manufacturer agreed to replace the aerator.
If I was the owner or manager of that operation I would’ve seen that the air raider got to the shipping company that afternoon but of course with 1to 3 ponds history of horrible customer service they waited until Monday. I received the new aerator Thursday morning along with the shipping bill for $45. Checked FedEx website with both ZIP Codes to find out the shipping charges were $20 less than what I was charged. On top of that notation stating that the #Warranty reverted back to the original pump one year ago. Emailed 1to three ponds in regards to shipping charges nuisance fees and aeration #Warranty stating I should not be responsible for the faulty air raider and someone else should picked up on the shipping charges not to mention the extra $20 charges from 1 to 3 ponds for I’m sure what they will say our administration fees. I have forwarded one to three ponds the 72 hours they Took to approve the #Warranty and heard nothing from them. Shows their concern for customer service. I guess there are 100% satisfaction guarantee on their website is of course not accurate. If you look for customer service through any company that you deal with DO NOT call these people. "

"This is the third time I've used 123 ponds and I am 100% satisfied. I purchased a uv filter just under two years ago and I had a problem with it. So I emailed customer service. Nadia accessed what was wrong and directed me on the warranty process. I faxed the information to the manufacturer and they shipped a new unit to me. I am very pleased how Nadia and her company treated me. I highly recommend 123 ponds to anyone who is contemplating using them. They won't disappoint you."

"If I could leave ZERO stars, I would.
I ordered a pump that advertised 400 gallons per hour. It arrived in a used box and obviously was sent back before. I put it in operation and it seems to not be pumping properly. I tested the output by filling a 2 gallon pail with a stopwatch and the output was 160 gph. I tried to return it for a full refund and 123 ponds refused saying that the problem is with the manufacturer, not them. Horrible customer service.
STAY AWAY FROM THIS STORE. THEY DON'T STAND BEHIND "

"Ordered pond liner and unfortunately, I dug the pond too large and wanted to return the liner they shipped for a larger one. The one I received was unopened and still on the pallet. Nadia Steiner, who apparently is one of the owners, is potentially one of the rudest and inflexible customer service people I've ever had to contend with. Not only did she refuse to return my numerous phone calls, but she refused to help me with the return. It would have been a simple matter for them to pick up the liner when they delivered the new one, but Nadia couldn't care less and stated that was my responsibility. Further, their "restocking" fee is outrageous. Between the shipping and fees, it virtually totaled the cost of the liner. Further, when I proposed that I drive from Tennessee to Florida to save all shipping costs, she stated I would still be charged for shipping. I've decided, based on her despicable behavior, to sell the original liner own my own and never have anything else to do with that company. "

"With no prior experience we undertook the building of a 23' pondless stream/waterfall. 123ponds.com provided us with equipment options and a complete list of required components. The shipping was prompt with everything being received within 4 days and the order filled accurately. Technical assistance before and after the order was also outstanding. I highly recommend 123ponds.com as a source of parts and equipment as well as the go-to place for your next big project."

"Responded to their reply to my questions and their suggestions, thanking them for the prompt and thorough answers. It is appreciated when a company provides such good service."

"I wish I had looked at other reviews before ordering from them. Absolutely horrible customer service and impossible to get a refund. I ordered a replacement pump impeller for about $50. They send the part, but is looked dirty and used. I installed anyway and it immediately failed and broke. I called three different times and had to reexplain the problem each time. They were rude, and told me they would send me a response yet none came. On final call to them I was told to return the part, at my expense, which I did, along with their return authorization. I was also told that they would deduct 30% restocking fee. The part was defective, not being returned, and there should be no restocking fee. Regardless, the part was returned three weeks ago and they have issued no refund whatsoever and now refuse. This has taken far too much time and effort all to no avail. Terrible service and attitude. "

"DO NOT PURCHASE ANYTHING!!!!!!!!!!! Sold used product and will not accept return. Contacted customer service right away, no response for 3 days and then they stated I opened package. Photos of the open and used product were sent to them the same day. This company is a SCAM!!!!!!! My credit card removed the charge after I supplied them with the photos. Company tried to challenge my dispute with VISA- their response was a joke, numerous spelling mistakes, errors and it was written in pencil. VISA did not accept their response, the case was closed."

"horrible company to deal with....they provide little or no help with ordering and they make it difficult to return items even when it's covered by warranty and you have to pay for shipping"

"Unbelievably poor customer service! I ordered a Ph tester on May 18th and now on June 7th have still not received it even though I have called and left at least one message, emails, and two conversations with customer service. I talked to someone a few days ago and they did not even get back to me. They have a great site with a lot of product but incredibly poor customer service. I have finally started to wonder if they are a scam. I should have checked the reviews before doing business with them."

"DO NOT purchase anything from this company no matter the price! HORRIBLE customer service.Will not help in replacing defective product."

"I have contacted 123Ponds, and I have contacted Savio no one is replacing the brand new pump I purchased last August for our pond. We purchased a new Savio Water Master Clear WMC2220 to be put in our pond this spring after is was cleaned. When it was taken out of the box and plugged in it did not work!!! I was told to Call Savio the maker of the pump and was given Savio info called them like 3 times now and I chatted with your service and they send email to Savio But no one is responding to me This is very dissappointing and will never order another product from this company. Very Dissappointing!!!"

"Terrible. Just awful. Ordered an Aquascape pump and filter back in June. It was missing latches which caused the top to fly off (rendering it inoperable). Within a few days, I called and reported the problem. I was told that they (123ponds) needed to contact Aquascape and that they would be back in touch later that day. They never called so I called the next day and they informed me that the parts had been sent to me. Waited a week and still nothing. Called back and they appeared to know nothing about the ordeal. Said they would call back. Again, I did not hear back. I called the next that and they gave me a FedEx number (issued only the previous day). Received the latches, they did not work. The top flew off again. Did not want to go through the same experience with their terrible customer service so I put a ratcheted tie down over the lid and under the body. Looks like crap but it works. Now, just five months later, the dial that gives the option to clean the filter has broken and will not turn at all. I spent a little over $500 on this pump and filter, and I may as well should have spent it elsewhere. The customer service from 123ponds.com is pathetic and the Aquascape pump and filter are not worth buying. Don't waste your time or money. Makes me wonder if the item was used to begin with."

"I ordered from 123ponds because they had good prices. The problem started when I needed to exchange one of the items. It was nearly impossible to talk with a person, I had to call "sales" instead of customer service. Then after I had paid the original shipping ($10.99), they deducted another "shipping charge" of $7.99 from the credit value and were going to charge me an additional $10.99 for the re-shipment. They wouldn't even discuss the nonsense of double charging for the original shipping (it was "policy"). So it would've ended up being $30 shipping for a $28 item. To add insult to injury, when I decided to just return the part rather than suffer their shipping policy abuse, they still deducted the additional $7.99 in addition to the "re-stocking" fee."

"Lousy customer service. The also shipped damaged filters to me and did not want to replace them. That is the good thing about the web, plenty of other places to buy."