ThePondGuy

My neighbor and I both have koi ponds. In search of start up equipment we both ended up with The Pond Guy. Our most recent search was for a PondVac to remove bottom slug without wasting water. All the pond vacuums dump the water over the ground. When we ask the Pond Guy about reusing the water they were quick to tell us we shouldn't due to introducing algae back into the pond. We will filter the return water to try and prevent this from occurring.

This has been the best company to deal with from buying to pump to getting replacement parts it's so easy and affordable!

I bought a pond thermometer for $4.95. It is pure junk so I ask to return it. Here is a snippet of the email from this company. (Gee, such customer service...)

"You are responsible for the return shipping cost. We offer FedEx Return Shipping Labels for $12.95 per box (restrictions apply). Please call us at *******435 for more information. If you have already spoken with a Pond Tech about receiving a label it will be sent within 1 business day.

The item should be returned to us clean and in the original packaging, when possible, with instructions and all components. Ship it in an outer box to protect your item in transit back to us."

$12.95 TO RETURN AN ITEM WORTH $4.95!?!?!?

So much for standing behind your products. They couldn't care less about you

I ran into a problem replacing the UV bulb in my sterilizer. Kaylen gave me tips on how to proceed and even sent me pictures to help me figure out what I should be doing. It turned out that the replacement bulb I ordered was just slightly bigger than it should have been even though it was the correct number for my filter. I managed to crack the crystal trying to make the bulb fit, but ThePondGuy replaced it! Most companies would have said it was my own fault.

I recently bought a "ClearVac" pond vacuum from this company. The machine is supposed to be for cleaning the bottom of ornamental ponds of debris.
The machine is virtually useless. It hasn't got enough power to even draw a full hose full of water into its chamber.
We unpacked and prepared to use the machine for fall clean up expecting it to perform well. We did not keep "all original packing material, enclosed instructions and paper work". Two days ago we attempted to use it it is is about a useless as it could be. I wrote the company describing the issues and told them I want to return it... they will take it back if it is assembled in its original packing, etc, CLEAN. Well, I was attempting to use it to clean a mucky pond bottom- it is not "clean and in original condition" plus they want to deduct a restocking fee of 25%. I'm not bothering to return it but, I will never buy again from this company.