Pondkeeper Avis 

Fantastic service. It’s almost like they know when you have a spot of inspiration come to mind you just want to crack on with it. Ordered the pond yesterday, arrived today before I’d even started to dig. No drama. The husband likes it and usually I have to do a whole PowerPoint presentation to convince him of my bright ideas, but this time it was too late, it was in before I could even bring up the master plan into conversation.
He is even encouraging adding more, to which I’ve now ordered a few other bits to arrive. Huzaar!!

I’ve had loads of stuff over the years from Pondkeeper and have never had an issue before however on Sunday my in warranty pond pump stopped working so I rang up.
I spoke to Matt and what a guy. A new pump was delivered this morning (Tuesday) by DPD and it’s already up and running.
Truly great customer service. Many thanks.
Bob

I am incredibly impressed with PondKeeper. Everything I’ve bought from their Site during a build of a 2,500 (U.K.) gallon pond has been in stock and delivered quickly and safely. Only things I buy elsewhere are things they don’t stock- such as some pond construction stuff.

There are so many companies that could learn lessons from Pondkeeper in customer service. Always competitive pricing, good products that work well and when you have a problem with anything, the customer service team are excellent and they sort out problems with the minimum of fuss. Been using Pondkeeper products for many years, I wouldn’t go anywhere else!

Brilliant advice and service from Jake, we are first time pond builders and can't recommend Pondkeeper enough. 10/10 service and products.

I have bought pondliner in the past covering 45 ft by 35 ft and now the pond and feeding area is filled by natural water and spring water from the hills I have ordered filtration.
Jake and Tim could not be more helpful and I have followed their offers and their support for my charity cancer aid for everyone. I cannot recommend pondkeeper enough to prospective new customers as they will look after you throughout your aquatic experience.

Great customer service, and product knowledge, now a loyal customer.

Good website with plenty of products available. I placed my order for a pond brush. It arrived well packaged, intact and was delivered very quickly. On this experience I would definitely buy from again but I see they have negative reviews too. As my husband says "a company is good until they are not!"

I ordered a basic preformed pond which when delivered was badly creased and had lost its shape either due to bad packing or negligent care taken by the delivery company. However when I queried this a reply was forthcoming within a few hours and an apology was given and a replacement pond was dispatched. This was received the following day and although when the new pond arrived the packaging was in a worse state than the first one the basic shape of this pond was acceptable.
The customer service I received was outstanding and for that reason alone I will be using them again but maybe not for a large/fragile items as the courier/delivery service was not up to scratch.

The sales administrator I liaised with called
"Laurie May" was Excellent.
after experiencing bad service at garden centres I enquired at Pondkeeper about liners. Laurie arranged a special sized order, offered to send out samples, and sent a proforma invoice. Subsequently I was able to pay BY PAY PAL, which was super convenient. Recommend these guys. TRY HERE FIRST for a better price and beter service than your local garden centre.

I ordered two pond pumps. They arrived the next day as promised, tracked all the way. No delivery charge. I had reason to call twice for technical help and the calls were answered promptly and the queries resolved quickly and efficiently, Just excellent service all round. Would definitely use again.

Bought a pump, it arrived with no tubing and no plug, which i understood to be illegal in the UK as you can't buy plugs anymore. I emailed about both these issues and received a supercilious reply telling me that building regs means the pump has to be hard wired into the system, yet I don't even want to use it for outdoors and why isn't this clearly flagged up on the product page along with the fact no tubing is supplied, you are expected to buy some for over £12.
£20 to return the item!!! Really bad taste in my mouth now

Further update Pondkeeper have refunded me for one of the hoses!! Thank you
I did respond to pondkeeper asking about hose before posting on here!!! I bought a pump and filter set from pondkeeper, paid more than I would have liked, pump and filter have worked fine with no issues, however I have had to replace the hose twice due to leaks. I would be hesitant to buy from them again!

I ordered a pond pump £44.99 which shows top fountain and side outlet to filter/ waterfall outlets. When it arrived it had none of these things so I contacted the company via chat. I will update after I send it back at my expense.
UPDATE
I had full refund. I should have looked more closely at the details

I have used pond keeper for a number of years. As always customer service is excellent, any issues are always dealt with swiftly and efficiently. Laurie in particular goes above and beyond to ensure it’s a five star service. Would certainly recommend

Fantastic customer service, Laurie was incredibly helpful and I really cannot fault the way an issue I encountered was handled

I have dealt with Pondkeeper for a few years now. Their customer service is excellent. Whenever I have had a problem, it has been dealt with in a prompt and very polite manner. I wouldn't hesitate to recommend this company to anyone considering making a purchase from them.

My pond filter packed in yesterday, Great!

I found the Turn2Clean 3000 filter kit sold by Pond Keeper on Amazon. Unfortunately it did not give an option for next day delivery and I was desperate. I ended up on Pond Keepers Direct website where, although there was an option for next day delivery, the actual filter was slightly more expensive on the website.

I phoned Pond Keeper and spoke to Balil, explaining my situation. He was incredibly polite and helpful - He spoke to someone in the amazon selling team and said if I ordered on amazon before the cut-off time they would make sure it was dispatched for delivery today so no need to worry, or pay extra.

I have received notification the filter should land this afternoon.

Absolutely incredible customer service and Balil went the extra mile to help me out, while still providing an excellent value product.

Service was brilliant! I obviously haven't received yet, but true to their word: it'll be there when I'm home from work.

Thanks again! Great Service

Had an issue with a pump that failed
I can confirm that Pondkeeper responded within 24 Hrs with an offer to replace with a new product instantly.

I was surprised as many companies will argue "its your fault" but the team at pondkeeper sent pump 24 hrs delivery now installed could not recommend these guy's enough for the service levels given.

I would recommend Pondkeeper to all "service and honesty.

Brought the PondXpert Particle Blaster
cleared the pond after a few weeks brilliant stuff would highly recommend