Store 123ponds Reviews 

Reply from Store 123ponds

A day ago

David, this review omits important facts and contains several false accusations.

You placed the order on August 17 at 5:49 p.m. because you believed you urgently needed a replacement pump. After placing the order, you decided to attempt repairing your existing pump. Your cancellation request was received on August 18 at 4:50 p.m., nearly 23 hours after the order was placed, after our posted office hours and after the order had already entered fulfillment.

A carrier’s first physical scan does not determine when an order was processed or whether it could still be canceled.

Franklin Electric is the manufacturer of the pump. When our available stock is depleted, the manufacturer may fulfill an order directly on our behalf. This is a normal fulfillment practice and is clearly disclosed on our website. One order shipping directly from a manufacturer does not mean that 123Ponds carries no inventory. That claim is false.

You also omitted that we voluntarily reduced the applicable restocking fee from 25% to 10% as an accommodation. You ultimately chose to keep the new pump as a backup.

We welcome honest feedback, but describing normal, disclosed manufacturer fulfillment as a “scam,” calling our documented explanation a “total lie,” and claiming that our company stocks no inventory are not accurate representations of this transaction or our business.

Reply from Store 123ponds

Jun 29, 2023

We appreciate Pat reaching out to us regarding a discontinued part from the manufacturer, despite not having made a previous purchase with our company.

As a customer-oriented business, we took the initiative to assist Pat by exploring possible solutions. We informed her that we would make efforts to source the part either from the manufacturer or through our own inventory. However, we also explained that there was a chance the part might not be available. To aid in our search, we kindly requested photos and additional information.

We had left on a short vacation and upon our return, Pat contacted us again, expressing her frustration after learning that the manufacturer did not offer any replacement options for the needed part. It is unfortunate that this situation resulted in an unfavorable review from Pat.

We want to emphasize that our intention was to go the extra mile and help Pat, even though we had no prior obligation to do so. Despite not being the manufacturer or the seller of the original item, we invested significant time and effort, making numerous calls and sending multiple emails to locate the required part. Our goal was to assist Pat in getting her fountain back in working order.

We want to assure our customers that providing quality service and assistance is at the core of our values. We value all feedback and strive to continuously improve our processes. It is disappointing to receive a one-star review, especially considering the extensive efforts we made to support Pat. We remain committed to delivering exceptional customer service and addressing any concerns that arise.

Reply from Store 123ponds

Jul 15, 2022

This was false in every sense! We answered there called and emails and we never charged them any fees. They just read the wrong thing and misunderstood. They assumed this was a return and jumped to conclusions. We tried to explain through email but they had write us a bad review to feel better. Funny thing about this is that this customer had been ordering from us since 8/30/2017 - over 5 years = 32 orders and then something must have happened in their life to flip on us for no reason.

Reply from Store 123ponds

Updated Mar 28, 2022

Robert we did not threaten you with anything but I do see that you trying to edit your post to make yourself sound better. Keep in mind that they email all of your posts to us so we have them on file. Also we pulled the phone logs and unless you used a different phone number you did not call our company. We use a voip system that logs all calls in and out. Again you had many other avenues of contacting us. Email, live chat, contact form.

Good luck!

Robert you can again try to spin this anyway you want but these reviews are slanderous to our company and you may want to consider removing this post as we are obtaining council to have our company name and all reviews from this site along. Ratings like these are considered libel. Easy to write all of this behind a keyboard but we will defend ourselves appropriately.

You can also grab onto the never use plastic with heat and we could be wrong as we are not in the home heating industry but common sense for us is that we would not use plastic around a heating appliance and you said from the start that you thought the fittings were black pipe iron. Remember this? Its in the thread and also in the emails that are sent to us even when you make the edits. So you can drop the mike and call the products we sell garbage all while trying to inflict harm against our company over a few plastic parts that you purchased online completely on your own. That just shows your anger against us for your wrong doing.



Robert you can try to flip this anyway you want. You can say you tried to call us but we have multiple ways of contact and our calls our answered in our office Monday through Friday 9:30 am - 4:30 pm EDT. We have email, live chat, phone and voice mail. Is easy to say that you tried to contact us multiple times but you and I both know this was not the case. If you had an issue with the fittings and tried to call you would probably have never installed them. However it seems that you thought they would work for the job and you installed them. They worked fine until 5 months later and now you are mad so you are trying to slander us to feel good.

We are not being argumentative but will defend ourselves when someone comes at us like this and when we have don't nothing wrong. We sell products that are used in our industry of pond and watergardening. We don't manufacturer anything that we sell and this is the first time anything has come up in regards to a "quality issue" with them. We do however always evaluate products we sell and if concerns come up. If a product has complaints we will be the first to remove it.

All we can say is that we ship thousands of orders annually. There will always be issues just as any retailer faces and we have to defend each issue as they come up but there are so few we are not worried. We know that hundreds of thousands of customers are happy! Sorry if you were not part of that group.



After receiving information about the buyer we found that this purchase was made online Thursday Oct 7th of 2021 - They left out that the order was shipped out the same day and delivered 2 days later on Saturday Oct 9th 2021 - They purchased the following 2 items:

https://www.123ponds.com/rb112-34p.html
https://www.123ponds.com/rb114-1p.html

These 2 items specifically say:

"Black Polyethylene Reducer Bushing"

At no time did they reach out to us or request a return so this review falls strictly on user error.

NEVER USE PLASTIC FITTINGS WITH HEAT!

If they had an issue they could have submitted a return request back in 2021 rather than wait 5 months to slander our company over products.






Hi there,

First - we cannot locate you in our system and we checked the items as well to see if any purchases came close to what you have noted above. Nothing.

Second - These reducer bushings we sell specifically state: "Black Polyethylene Reducer Bushing - Great for reducing your tubing on your intake or discharge. True-Size design allows for easy connection."

Third: If you thought they were black pipe iron and received plastic - you should have just submitted a return. Why use something on a heating system that is plastic?

So while you can try to flip this on us as that we did something wrong - this is on you! This review system is for reviewing our company not for products that we sell and don't even manufacturer and also we cannot be responsible for a product that you knew was not correct for your application yet installed anyway. Plastic and heat don't go together. This is common sense. Constant dripping means that you probably did not use plumbers tape and/or that your pressure was too high for the fittings. We sell supplies for fish ponds and watergardens - not for heaters and houses and definitely not black pipe iron.



Also this site is only around for taking negative reviews. Since we don't pay for their subscription anyone can leave a review if they want to search out this site. Having to jump through hoops to leave the review is only being done by those with an agenda to stick it us for self gratification.

Trustpilot from Copenhagen Denmark (not even a US company) themselves have very bad ratings and you can see those here:

https://www.reviews.io/company-reviews/store/trustpilot

https://www.sitejabber.com/reviews/trustpilot.com

We have never provided this company with permission to display our company name either and we know legit positive reviews were left by customers and the company removes those to keep our ranking down in hopes that we will subscribe to their service.

Reply from Store 123ponds

Dec 13, 2021

Its funny how so much is added and so much left out when someones main objective is to harm a business.

1) They state that they had to pay for express delivery - False - they paid for ground shipping

2) They state that the pump came 10 days later - False - Ordered on 11/11 - shipped on 11/11 - Delivered on 11/13 - This is only 2 days later and the FedEx tracking number to show this is 286010056174

3) They state that we did not want to assist them and made false accusations. Again false - What they left out is that we offered to replace the pump for them at no cost to them. They said no because they bought another elsewhere. Then we tried to troubleshoot the issue to see if it was damaged in transit or defective or maybe just not strong enough for the application which can happen.

4) They say after repeated calls and messages that we don't return calls - they our phones were open all day Friday 12/10 from 9:30am - 4:30am - There is only 1 voice mail from Friday @ 12:10pm - We are closed over the weekend. This review was left on Saturday with no real time to answer them and surely not enough time to say that we don't return calls.

Its important to know that our company has been in business since 1999 - This is over 22 years. We service over 30,000 customers per year. Yes - 30,000 - Seems like if we are so bad we would have hundreds or thousands of negative reviews.

But sites like this one have 2 options - we can pay them thousands of dollars to solicit reviews from our customers at checkout or organic which is only if someone searches to find a way to slander our company. They make it so you need to set up an account and opt in which only those with an agenda to harm us will usually take the time to put through the effort to do this.

Keep in mind that we have over 250,000 customers that have purchased from us over the years. We are dealing daily with supply chain issues, labor shortages, pandemic and so many other situations that we have never had to deal with.

If you are reading this - you can be assured that you WILL be treated with respect and integrity as our company has always treated our customers. We appreciate each and everyone of you and few bad seeds will not hinder our performance and growth. Thank you!!!

Reply from Store 123ponds

Dec 1, 2021

This review was posted by the same disgruntled customer attempting to slander our company with false names. All calls are recorded and your story Mike does not even make sense.

Reply from Store 123ponds

Updated Dec 13, 2021

All emails are on file showing that we tried to assist Mr Gosh with the advertised limited manufacturer warranty. We requested photos from the start and he only provided 2 photos which were not what we requested. Not one time did we deny warranty coverage as we never received the required information to turn this in for replacement. In fact we insisted in every email for him to just provide the information requested to us as we are on his side. He refused and instead threatened us with the following:

" I will buy a new pump elsewhere and use my many Google, Facebook and Instagram accounts ( i am a nightclub promoter and belong to many pond and water gardens groups on social media. I will reduce your ratings and reviews severely. Have a good day "


Then left us this slanderous review.


We still have not received photos or any of the information requested to assist this customer with a warranty. They have since spent time to create false accounts in an attempt to slander our company. Luckily this site has figured this out and removed the fake reviews. Now we have this review which was created all because mike would not send us some photos so we could provide a warranty.

We are still here for him if he would like to do a warranty just like we are here for our 250,000 + customers since 1999 - Over 22 years! Thank you!

Reply from Store 123ponds

Updated Jul 2, 2021

Michael,

First I am going to go over that slander and lies are defamatory and we don't put up with that. You clearly are out to harm our business and that is slander. My suggestion would be to remove this review as we take false claims very seriously against our company. We made no admission to the photo being different than what was shipped. The exact words from the email sent to you:

"As for the pictures items may vary from pictures since changes may be made by the manufacturer at anytime without notice. "

You made a purchase on our website back on April 2nd. The item title specifically notes:

Tetra - BP1500-UV Bio-Active Pressurized Filter - 26566

This is shown on both landing pages that allow you to order and right over the photo. To claim that you went by a photo only is just not possible. You also would have seen the filter model in your shopping cart, order review page, order confirmation and shipping confirmations from us.

Than if you ventured to ready the product details under the item you can clearly see the Model you ordered and there are dimensions notated in the product description along with a link to a 3 page brochure and that also has the dimensions listed. Then you have the product selection guide that lists the difference between the 3 models. You even noted "Image shown in the product description was NOT what I received." That means you read the product description. (screenshots are taken of reviews so please don't try to change).

You contacted us today July 1st and wanted to return the filter because you wanted a larger model and you claim you only went by photo when you purchased.

Here is a link to the product so others can see how clearly detailed our description is: https://www.123ponds.com/tp26563.html

Not sure why you waited over 2 months to contact us but I can only assume that you actually made the purchase you wanted but then later decided that the filter would be too small for your pond. 2 Months this filter was in your possession and so clearly you should have known sooner. We have our return policy stated as 15 days from the date of the receipt and we have and would have extended that period for you up to 30 days but cannot go 60 days later. Even if it means this 1 star review.

Please understand that when you purchase online you should always look at dimensions and the product details. Photos should never be used as a primary means of choosing a product. When we clearly state the filter is a BP1500-UV and you thought you were somehow getting a larger filter is just not possible. But in reference to this filter - we provide photos of the filters and these are the same photos that we have had under the items for the past 10+ years. We have never had an issue like this.

If you contacted us within 30 days of receiving the filter we would have gladly done an exchange for you with NO restocking fees.

Please don't expect companies to change policies when you make a mistake or decide later that the product is not for you. We are here to assist you in any way we can within reason. Also when you treat people without respect and leave negative reviews and false accusations don't expect them to change or do something for you differently. Treat people with respect and they will reciprocate.