All Pond Solutions Limited Avis 

Needed a new pump/filter for my pond. Exactly what I wanted, good price, free delivery and a loyalty discount. What more could I ask for. My experience with Allpondsolutions has been first class products and customer service. Recommend.

Ordered items 3rd July. Never arrived. Tracked - label printed.
No further info available. Raised complaint - acknowledged receipt, but advised therein they are very busy and replies may take upto 3 days. It did.
I was advised in a later e mail, my order had been lost and requested that I tell them if I want a refund or replacement. Of course I replied "replacement". Another 3 day wait for response.
Today 12th July, new message advises replacement issued. No further details about courier, no effort made to expedite delivery.
Trying to communicate with this company is made very difficult. Impossible to speak to a real person - BUT - they do have an online chatbot....the worst invention ever for customer contact.
I have made my feelings to them known - via only method possible (e mail) and advised I will not be ordering from them again.
How things have detetiorated since my previous review in 2018.

Be very careful buying anything from this Sham company!!!
They advertise there products as Brand New, and charge you accordingly. But in reality you may well receive a (Second Hand - Reconditioned Used one!)
And if you bring this to there attention. They simply just IGNORE YOU!!!
I would certainly NEVER buy from these people! Again.

Ordered 26th June an order of over £100 - money taken - no communication. No explanation

24/06/04
Having followed the test in the product manual and replaced the UV bulb and fuse we are still without a clarifier
27/06/04
Having received apologies for the delay we are now required to remove the ballast head and send a photo
30/06/24
Reply cannot read the photo please use wetransfer to send the photo
Having tested the email with another recipient to discover there is no problem
Wetransfer requires an immediate upgrade of £9.00 to send a photo. No thankyou
03/07/24
They do not have call out and repair service and now require a video and further information regarding the issue
06/07/24
The UV is now tripping the power supply and is therefore deemed not fit for purpose. The PFC is now a waste of space and destined for the dump
Twelve days of prevarication and finally no satisfaction Buyer beware

I got all my brand new Goods as advertised, everything works. My issue was I paid next day delivery but got no goods for a five days. I was worried so emailed them and they do not have enough staff for the volumes of enquiries as it took the five days for them to respond.

Do not buy from this company....
Over a period of 5 weeks, 9 email 5 of which were automated replies and currently holding for customer service at 33 minutes and counting, I am still waiting for a refund, absolutely rubbish service. ID 827890

They almost scammed me out of £95. I bought a pond pump from them through Amazon. I realised that I didn’t select next day delivery so I reordered another pump for next day knowing I should be able to return the pump that is due to come later that week. When I tried to return it wouldn’t let me return through Amazon for some reason, after speaking with Amazon they gave me the seller’s website details so I can contact them to return. Anyway long story short it was a nightmare trying to return as the order number was different through Amazon, they kept dragging out the process felt like they tried to exceed the 30 day return policy. Finally managed to get them to send me a return label. I’ve sent the return and they confirmed it has been receive and said I will need to wait 14 days for it to be refunded. 15 days past so I contacted them, they apologised and said that they will issue the refund immediately and I should receive in 5 days. I again waited for over a week and still no refund!! I contacted them again this time more confronting. They replied again saying it will be with me within 3-5 business days. At this point I said that I don’t believe the refund will be sent and asked if they are trying to scam me out of my money. No reply since. I then went ahead and left a review showing my correspondence with them and that they are scammers, I also reported them on Amazon. Finally Amazon issued the refund! I don’t know if it was them or Amazon refunded for inconvenience. Anyway I’d avoid the headache.

Nearly a week since I placed my order. They failed to deliver my item. Appalling communication with the company. Still no item , refund or any resolution.
Disgusting service.

Good products,however I wouldn't recommend purchasing directly from their own website,as it took 5 weeks from ordering to arrive,communication at the beginning was unsatisfactory kept giving me days for it not to arrive.

Got in touch and asked them what part I would need for my filter, so I ordered what they suggested and lo and behold it was the wrong part, I started the process to return said part and I’m being CHARGED £3.99 to return it !!
The communication with anyone, if you can actually talk to someone, is abysmal. I have actually found the very same filter with a local pond expert and I will use them from now on. Buy from Allpondsolutions at your peril. Just waiting for the standard cut and paste reply now.

The ordering and delivery in July 2023 was without issue of my filter 50000 Ltrs pressurised filter. It’s been working very well till the other week.
I raised a support ticket as when we installed a new UV it instantly blew. The electrical unit at the top has stopped working and so we cannot run a clean and no light to remove the algae.
I have been asked questions, which I have answered. Asked for images which I have sent.
Today been asked for a video.
All I want is for the warranty to be honoured and to be sent a replacement electrical board and UV.
The health and well-being of my koi is at risk.
Reading the other review, where the issue was resolved in one day is frustrating when I have been going back and forth for several weeks.
I am extremely frustrated and dissatisfied.

I hadn't used this company before, but I'm delighted with their range of products and online 'how to' videos.
I went ahead and purchased the All-in-One pond filter pump UV CUP-305. It has cleared my pond in no time.
On arrival one of the fountain heads was broken, so I contacted customer services and received a prompt response. I was sent a replacement the following day.
I would highly recommend All Pond Solutions and will continue to shop there.

I would think carefully before ordering from this company. Our pump has stopped working and although under guarantee there seems to be a delaying tactic in sending a replacement. Unable to talk to anyone on the telephone. Extremely disappointed with 'customer services'

Item missing half the order and uv light is smashed to bits in box. Shocking service and delivery from them.

Update: Still don’t have the items and never heard of the person managing trust pilot. Been 2 days without a reply to my email and only after chasing on all available means, email, facebook and WhatsApp. I finally get a reply to a email but still no further forward with getting the items I’m missing!

Dreadful service and would suggest ordering from another retailer instead as after sales support has little to answer for

I bought a pond filter PFC 8000 direct from them and was pleased with it. But after 2 years and 1 month there was a crack in the glass tube for the UV lamp. Tried to buy a replacement tube but told they are out of stock and new stock not due for approximately 5 weeks
Obviously fish will die if I wait 5 weeks without pump running through filter, and told not to use it with faulty tube as will blow the electrics, so need to get another filter. As this filter was only one month out of warranty and still available to buy, it is very disappointing that spare parts are not available
Updated. They offered me a replacement quartz tube free of charge when they became available as a good will gesture. It arrived today, 6th August.

Ordered a koi pond filter and pump kit £450 on the 18th still not received the correct items after 2 attempts. Received about 120 puppy pee pads so far what is going on in the warehouse how can they mix up a very large koi kit with puppy pads

Purchased pump and filter with 'next day' delivery. Still hasn't turned up. DPD tracking says they still haven't received my order from Allpondsolutions. Have tried contacting AllPondSolutions but get given a different excuse every time. Have tried to get a refund but apparently AllPondSolutions aren't able to offer refunds after an order has been made...even if they don't dispatch it. Now having to go through Paypal.com for refund.

Awful. Awful. Awful.

I have now spent three weeks trying to get the right uv light sleeve for my 30000 litre filter. I now have had 4 different sleeves sent - 3 exactly the same having said each time they are not the right size, and a smaller one that goodness knows what it would fit.

I have tried patiently to deal with customer services via WhatsApp, but it is now extremely frustrating. I need to actually speak to a human being who can actually assist, which seems impossible.

I have requested a number of times to speak to someone but still cannot get a number to call or am yet to receive a call

We have 53 koi carp in our pond and I am worried we are going to like them at this rate.

I’m very very unhappy with the situation and will not use this company again once I resolve this issue.