Pondkeeper Avis 

We have used pondkeeper for around 8 years now. We have had nothing but exceptional customer support and service. Their team are fantastic and we couldn't rate them any higher. We have had a couple of dealings with "Laurie" who consistently delivers exceptional customer service every time! The company is large but has a small, friendly feel to it.

A visit to the shop was well worth the journey from Leeds. No hassle, but plenty of advice, support, guidance and brilliant offer of service, after sales service and offer of assistance at the time when I come to put my pond into the ground, either by phone or email. Customer service is often slated these days; these people deserve 10/10 in my experience.

Excellent company, very quick customer support and highly knowledgeable staff. This was in complete contrast to several other popular competitors. Highly recommend Pondkeeper

Called yesterday for a new pond liner helped us measure how much we required .guy was so helpful.gave us different options .we chose the best one firestone very friendly great service !

Bought a surge filter but found the glass tube for uv light broken rang pond keeper who sent a replacement the next day i buy all my pond equipment from pond keeper and find them excellent to deal with to the point i would use no other company

Cannot thank Laurie enough. She could not have been more helpful. Fantastic product butyl liner and underlay for garden pond project. Very responsive excellent communication fast order processing and great after sales. What more can you ask for? Will definitely return for my ponding needs 🙌🙏 🚒

Disappointed
I purchased the solar pump and pebble pool £39.99. Half the pump missing, so paid well over the odds for the plastic pebble pool. I won’t be buying from this website again!

Had a problem with a solar pump not working, having followed troubleshooting guidance, still not working.
Rang company, excellent service replacement being sent out, I even offered to pay the postage but this was declined. Excellent customer service.
Thank you - Sue Porter - Burton

I want to thank Emma for all the help in rectifying a failed part with a Hoselock vorton UV filter within it's 2 year guarantee period. I will say that I have used this particular item in varying hoselock items for nearly 20 years plus without problem

Very good. Items always dispatched super quickly. Shopped with them multiple times and never had an issue. They are really great in my opinion. Thank you.

Having bought two pondliners and managed to use just one we contacted Pondkeeper to ask if we could return the unused one. They were extremely helpful and arranged for it to be returned. Also they were happy to reimburse the cost. However we required other items which they delivered with the return very promptly.
Excellent customer service, will definitely use again.

We have been loyal customers of Pondkeeper for many years and the reason is because of the excellent customer service we have consistently received. With 4 ponds to maintain we have always relied on the terrific help and support Pondkeeper staff have given us, especially Laurie. Cannot recommend Pondkeeper highly enough!

Amazing customer service. Although the item i bought i wasn't happy with (not their fault), they provided and no quibble refund straight away. Would definitely use Pondkeeper again.

After needing to contact Pondkeeper for them to sort out an admin error (by Pondkeeper) regarding the delivery information provided by their delivery agent, DPD, the item was delivered on time and in good condition.
However, the item ordered, Kockney Koi Spawning Brush, was without the plastic mounting eyes at either end of the central wire; as is shown on the Pondkeeper website; and as supplied in a previous order, last year. This means that either end of the brush now has 2.5in sharp wire protruding with only a tiny, flimsy plastic tip - a potential danger to fish and the pond liner.
Overall, a disappointing experience with Pondkeeper this time around and an incentive to me to shop elsewhere in future.
UPDATE: Pondkeeper has emailed me today and advised that they were unaware of the change in spec by Kockney Koi and have refunded me the cost of the spawning brush; not something I had sought, but welcome. I will donate the money to an animal welfare charity.
I should have mentioned in my first post that the customer service I have had from Pondkeeper is excellent, and this adds to that experience.
I have increased my rating from 3 to 4 stars and changed the title from won't to will use Pondkeeper again (I am moving house soon, so will need pond supplies).
Thank you Pondkeeper and in particular, Matt and Laurie.

I ordered a pondexpert Triple Action submersible pond pump 3000 from Pond keeper yesterday 20th April 2024, it arrived at 8:30 am this morning (21st April). It is now safely installed in my pond, less than 24hours after I ordered it. I was kept informed of where it was and what time delivery would be. I had to telephone to say the Fountain head (Tent Type) had broken in transit and spoke to Jai who without hesitation said they would sent a whole bag of replacement heads to me. From beginning to end I can thoroughly recommend PondKeeper

Been thinking of replacing the UV filter in my pond for some time and decided to order from Pondkeeper based initially on their competitive price. Having discussed some ancillary bits and pieces that I also wanted with them, the order was placed on the Thursday and received on the Saturday with free delivery! That's what I call good service and I will certainly use them again and am happy to recommend them.

You deal with real extremely helpful people. I have been using them for over 20 years. They are very dependable and literally deliver the following day even sometimes at weekends. They keep their prices competitive and make themselves available for supportive backup. They also make you feel like a valued customer and that often reflects in the way they go that bit extra to help.

Excellent customer service, friendly, helpful staff. Great quality fish tank at a great price. Wouldn’t hesitate to use them again. My goldfish was also thrilled.

After receiving my pump and filter setup, I then found out that the filter wasn't quite what I needed. After few emails and phone calls to Laurie and the team we managed to sort it out. They swapped the filter and removed the return charge which I was greatly appreciated with.
Everyone bent over backwards to help me get correct filter for my new pond.
Would recommend PONDKEEPER to anyone. 100%

Pondkeeper have been in touch this morning and the matter has been resolved to my satisfaction, hence I have changed my star rating from 1 to 5. Pond Keeper had resolved the issue at the time but forgot to tell me.
Many thanks to Laurie for getting in contact this morning and sorting everything out.

I bought a Solar Shower 300 based on the advice of the member of staff I spoke with on 16th September 2023. I wanted to ensure that I bought the correct size pump for the preformed pond that I had. I gave the dimensions to the member of staff and was told that they didn't have the Solar Shower 200 in stock but the 300 should be OK. When I put the fountain in place it overshot the edges of the pond by 15cms. I had an email exchange with Alexis Stringer, Senior Sales Administrator for Pond Keeper who all but said it was my own fault despite me getting their advice and buying the device they recommended. I asked for my money back but have been met with complete radio silence. So, I will not be recommending them to anyone and you certainly cannot rely on their "expert" advice.