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New Reviewer

You’ll be on the hook for their mistake

Original review updated by user Jan 12, 2023
No offer of help for expired product they sent nor was the product advertised. The latter we wouldnt have known without opening. They ask for proof via email but claim never to receive. Told us they would decline any claim should we file despite not having mentioned we would.
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ID
#4291548 Review #4291548 is a subjective opinion of poster.
Loss
$180
New Reviewer

Back ordered item

Still trying to resolve issue need to talk to a human tech person about another filter option. Need to talk to a human
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ID
#2889510 Review #2889510 is a subjective opinion of poster.
Location
Miami, Florida

No reply

I ordered a door for my pond skimmer and when I received it there was a pump with it that I did not order. They did ot reply to email, and the phone was disconnected
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ID
#1506288 Review #1506288 is a subjective opinion of poster.
Location
Peoria, Illinois

False advertisement of pumps

when I went to order a pump for my water fall a was looking for 2 things. 1 was the warranty of at least 4 years and 2nd of all needed at least 4500 gph. so I ordered a pump with 5 year warranty and 4968 gph. what I got was a pump that was clearly stated 3200 gph on the box. so I called and was told there was other ratings clearly marked on the box, so when I get home I looked all over the box and contents of box and only stated 3200 gph on box ,so I called back and was told they would get ahold of franklin electric and then call me back so waited about 3 weeks with no call back so decided to email and waited another week again with no reply.so emailed 1 more time and here it is another week later and still no response. all I wanted is what the advertisement stated or another pump with the correct gallons per hour. but cannot even get a response. what a way to do business. so here I am getting the word out to as many people as I can so other people do not get ripped off.
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ID
#1115143 Review #1115143 is a subjective opinion of poster.
Reason of review
Not as described/ advertised

Looking for customer service at AZPond

After several conversations with Neil about a filter I had ordered that had been backordered, Neil suggested another that was supposed to be of the same variety and size. I accepted his suggestion and paid for the filter. Upon receiving the suggested filter, it was not anywhere near what I was expecting and I called Neil to see if I had gotten the one he was offering as a replacement. At my own cost, I sent the replacement back and called Neil to see if the original filter was in stock. It was still not available, so with his help, I found one on their website and paid the extra monies for it to be shipped. I did not receive it as he had said I would and called him numerous times to find out why it was not shipped and that I had not received a notice that it had been processed. My credit card was charged for the third choice but I did not get anything again. I talked with Neil again and asked for some conformation of the shipping. About a week later another filter was delivered but it too was not what I needed. I called Neil again and canceled the order and requested a credit to my card and for a return pick up of the filter. As of this date and after many phone calls, I still have not been credited for the charge and no pick has been set up to pick up the filter. I am very disappointed with all of this back and forth with no solution of my problem. It is apparent there is no intention to resolve the issue from the company. I purchased a couple of things from their website but will not waste my time any longer nor will I recommend them to anyone.
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ID
#1065441 Review #1065441 is a subjective opinion of poster.
Cons
  • Bad customer sevice
Reason of review
Return, Exchange or Cancellation Policy
Loss
$99
Preferred solution
Full refund
New Reviewer

Extremely Poor Customer Service

AZ Ponds and Supplies - Extremely Poor Customer Service
I can't tell you how very disappointed I am with the extremely poor customer service from AZPonds. I had a pump that was replaced under warranty. Three times from February 6th to February 26th I was told that my pump had been shipped when it hadn't. There was so many excuses, mix ups with phone systems, confusing me with other customers, systems upgrades, can't see the tracking information unless in the shipping department, the shipping department is closed. I have to say I will never buy from this company again. Honestly it's hard to imagine that they can stay in business with this level of poor customer business. Neil offered to make up for my inconvenience and patience by offering me the $50 for shipping. I have yet to see this credit even after reaching out to Neil twice asking for status with no replies.
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ID
#1029290 Review #1029290 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$50
Preferred solution
Let the company propose a solution

Order not filled and no response to inquiry

Consider this a review in process. On May 11, 2016 I ordered Koi food and paid for the order. After waiting for a month and no product, I sent an inquiry to the company...NO RESPONSE.... a couple of weeks later, still no product...sent another inquiry....NO RESPONSE and NO PRODUCT. Today, July 18, I sent another inquiry to every email I could find for company officers....Let us see what happens. I am very frustrated by this as their products come highly recommended. Further, buying Koi food in the open market here is hit or miss on whether they have any stock. As a result, we had to buy food at nearly twice the cost.
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ID
#884245 Review #884245 is a subjective opinion of poster.
Location
Yigo Mayors Office, Yigo Municipality
Reason of review
Poor customer service

UV Light Brioken during shipping

I have read a few of the negative reviews here BUT, I've got to tell you that MY personal experience with AZ PETS&Ponds has been nothing short of GREAT! Let me explain. I ordered a rather expensive UV Pond Light that was broken when it arrived. Broken in shipping. I thought to myself, Here goes! More B.S. and problems! BUT, NO! It was just the complete opposite of what I expected. When I called them and spoke with "NEIL", he was a total professional and a gentleman. And, a MAN. Good man. When I explained what had happened to my UV light he simply said to just "throw it away" and he would have a new one sent to me. He sure did. I had another in my hands within 4 days of when I called him!!!!!!!!!!!! Great job Neil! Great job AZ Pond & Supplies. THANK YOU very much for your help, concern and courtesy! Allen J Pollick
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ID
#620390 Review #620390 is a subjective opinion of poster.
Location
Pittsburgh, Pennsylvania
Reason of review
ALL OF THE ABOVE