123Ponds.com

Don't count on 123 ponds to help you if there is a problem with your purchase. We had our pond pump quit during a snowstorm before Thanksgiving. Luckily we had a second skimmer with a pump and filter, but the waterfall stopped and water did not flow. I called with the MD number off of the pump and ordered an impeller which was what we thought the problem was, as the blades had broken off of the impeller. The impeller we were sent was not the right one. Not sure why, but in the interim we had discovered the pump was irreparable. So I tried to get a return number so that I could send the unopened impeller back for a refund. And the company was closed for the week. And there's a 30-day limit for returns. I voicemailed and I emailed and called and finally got someone the next week but they argued with me about the impeller. When I finally got the RDA number, there's a chance that the impeller won't get there before the 30 days are up. The problem was that I was trying to return something that have never been used, and never been opened and there was still an issue on their end with accepting the return, so I returned the impeller and they have the impeller and my money and no guarantee I'll get even a cent back. And get this, they deduct an amount from the refund, if you're lucky enough to get one, for a restocking fee. I checked around and none of the other pond and pump companies do that. I should have bought from Danner, the source! I had a custom aquarium business for 15 years and never had any problems with wholesalers. I no longer have a wholesale account anywhere so I'm at the mercy of retailers. There are a lot of other companies that are much more reputable and who value their customers.

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 purchased a pump screen (off of website) that did not have listed the 2" lip where the pump is inserted. My pump did not slide down into the screen so I returned it according to the return requirements. Had to be in same box, with certain markings on box and within certain days. All of this was done. In the end I received roughly 1/2 of my credit card billing PLUS I had to pay for the return freight. I asked the lady answering the phone to allow me to speak to her supervisor and she REFUSED! To this day I don't know how they can stay in business with such a return system. They even changed the description on their website of the screen so my credit card company was confused about the reason I returned the product. DON'T purchase from these people!

I placed an order the on Tuesday night at about 11:00 pm CST. I called and cancelled at 10:00 the next morning. I was told that they would "see if they could get it off the truck". I said your website indicates you don't open until 10:00 am. Response was well, we do orders way before that. The order was cancelled at which time I was told there was a 10% restocking charge. Ridiculous. Even more ridiculous is that the restocking charge was 10% of the product and shipping fees!

They sell you the wrong product then make you pay a 15% restocking fee to get the one you need. And you have to pay return shipping. They will not admit they messed up the order even after the email question was presented along with the response from their company advising of the product... but wrong. The order number form the original purchase was even presented in order for them to advise of the correct part for the filter. Do NOT use this company. Customer service rep is the supervisor a well and constantly talks over you so you can not state the issues.

I purchased a $300 pump for my small fountain. I purchased this pump so that I would not have to replace it. The pump failed after 19 months (it has a 24 month warranty). I submitted a request for a replacement pump and received an automated response that they would respond to me within 72 hours (72 hours to answer an email?) Three days later I received an email pointing me to a warranty claim form which asks for photographs of the pump installed. So now I have to reinstall a failed pump to take a photo of it. They want the dimensions of the fountain and the electrical supply showing the pump plugged in.
I decided to buy a $30 pump from Amazon and if it failed 9 times, I will be better off. CROOKS!

All I say about them is run away. I would NEVER buy from them again.
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.

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