Pondkeeper Arvostelua 

I have been a customer of Pondkeeper for many years, purchasing various pond products including liners, pumps, and accessories. The quality of their products is generally excellent, and they have always dealt with issues efficiently. While there have been rare problems like a UV light not functioning and a leaking pipe, their customer support has been responsive with solutions—in most cases, providing replacement parts quickly. However, a recent experience with a pond filter and pump was disappointing due to a lack of interest in addressing a fault after a short period of use. Overall, Pondkeeper remains a reliable choice for pond supplies, and I would recommend them, but there's room for improvement in customer care for certain scenarios.

Very prompt, succinct and useful reply to email.

Absolutely amazing customer service!
I had a fairly complicated problem with a pump which the team at Pondkeeper tried to solve for me initially advising me over web chat. Turned out the part I ordered as part of this didn’t do the job. After providing them some pictures Matt was amazing and sent me a further new part at zero cost, which I know will solve it, but was not expecting this generous solution.
PLEASE USE PONDKEEPER WHEREVER POSSIBLE - THIS LEVEL OF CUSTOMER SERVICE DESERVES A RECOMMENDATION AND FUTURE CUSTOMER LOYALTY.

Very poor customer service, not willing to help solve a problem, basically brought a pond filter and pump that wasn’t cheap!
After 10 weeks developed a problem, they was not interested at any point, so now we have a system we can not use, out of pocket, shall not use this company again!!

I've been buying from Pondkeeper for many years, pondliners, underlay, various pumps, stone faced liner, treatments, accessories etc. I wouldn't use anyone else. A couple of things have gone wrong over the years, of course, things will always fail occasionally. What's important is how it's dealt with. And Pondkeeper have been excellent. The UV tube failed on a new pump, and I was instantly sent a couple of replacements, no quibble. A pond vac was very disappointing, just didn't suck. Immediate refund, again no quibble. I found a small crack in my pond liner last week after 8 years (the level has been dropping 6 inches for several months). It has a 40 year warranty, so I requested a free repair kit. Again, no quibble, arrived super fast the next day. Can't understand the few negative reviews. Look a bit dubious to me, particularly when some of the spelling and grammar is absolutely appalling! Begs a question about the intelligence level of the reviewer! Pondkeeper are great. Very highly recommended.

Bought a Turn2Clean filter with pump. UV light didn’t work. Called PK and they advised that the tube may be disconnected. It was. Excellent and effective product. Clear water in a week. Only disappointment…One of the two pipes is leaking but otherwise very good.

This company are excellent and so helpful. I sent a message on the bank holiday and they returned the same day with that the perfect answer. I ordered a pond liner and underlay which suited my needs perfectly. Delivery was on time and I could not ask for more. You only have to look at the other reviews to realize that you are deaing with professionals that genuinely care about their customers. Being based in the North East of England what more could you expect!

Ordered complete pond set up a while back, everything excellent. Was out of stock so they sent an upgrade one instead.

When it came to renewal of uv bulb, phoned they knew the exact one, just from my phone number, was here next day.

When pump developed a fault, sent replacement parts, was here next day!

Reply to emails fast, answer phone fast.

Love this company and would never use a different one!

Horrific!!! Bought a pond liner with “40 year guarantee”, didn’t last 3 months!!!!!! Numerous holes in a huge pond. Previous liner lasted 16 years. This is a disgrace! It’s not the waste of money but it’s the huge effort to totally drain the pond, keep the fish safe & re-fill. Avoid at all costs!!!!!!

When it became apparent that my Solar Air Oxygenator was not charging, my query to the company was dealt with immediately and a replacement produçt was with me within a couple of days. The new pump has been working fine for a couple of weeks now, thank you Jake.

Wanted an EPDM liner. The size I wanted wasn’t in stock, so they sent a butyl liner of the same size, at no additional charge even though butyl is substantially more expensive. I wanted an EPDM liner, so they collected the butyl liner and supplied the next size up, which was in stock. Well done Alexis for sorting this out so well.

The sludge mucher pond vac and collection basket is a total waste of time and money. I contacted customer services to return but was told because I have used it.. tough! It's yours to keep. I was asked to upload videos of its poor proformance so they could trouble shoot instead. There's nothing to trouble shoot. This product has the sucking power of a dead nat! Customer services doesn't want to know! Thanks Pond keeper after being a customer for years this is the thanks.
It works for 30 sec then discharges into a basket that catches no debris so you just dump dirty water back into your pond. Second that with the unit has to significantly higher than the basket or it won't work so healthy and safety folk look away now. You have to perch this water filled unit on a chair beside your pond, hoping it doesn't tip or fall. Now I have to move round the other side of the pond.. opps I can't lift the now full unit off the raised chair because it's now too heavy. Pointless chocolate teapot and a waste of £100.00

Very helpful and prompt response from staff at Pondkeeper when I asked them to resolve a minor problem with one of their products.
So refreshing to have contact with people who want to help solve any issues which may arise. Such a contrast to the "your call is important to us" brigade offered by most companies nowadays.
Very good range of quality products essential for the good upkeep of garden ponds. Highly recommended.

Sales team identified & supplied the lost 'o' ring for the pondexpert 6000 filter - free of charge. Excellent aftersales

A part in my pond pump failed and I found online that Pondkeeper sold spares. After talking to an incredibly helpful member of staff on 15/07/2024, I ordered a replacement part, paid by credit card and was promised 24 hour delivery. Today, on the 16th, a much larger parcel than I was expecting arrived and it contained a complete new pump. I telephoned Pondkeeper to ask if there had been a mistake, spoke to an equally helpful person, who in turn spoke to their supervisor and then informed me that this was entirely deliberate, as the part was out of stock. and they had therefore elected to send a whole pump because they had promised 24 hour delivery. I'm not sure how any organisation could do better!

My PondXpert AutoSpin 30000 motor died on me and I ordered a new lid from PondKeeper unfortunately I ordered the wrong one (Lid with Manual) I contacted Laurie about my error and she immediately arranged a replacement which arrived the next day and sorted out collection, no charge, for the return of the ‘wrong’ one…fabulous. I should also mention Nick (PondXpert) who was really helpful in diagnosing the problem for me. A great company and they will always be the place I go for my pond 👍

Purchased new internals for my 75,000 pressure filter for my 36,000 litre pond, and after a few days I've never seen it so clear. Fish are loving it, mix of a couple of koi and lots of Roach and Rudd.

We have used this company for many years now and in 2015, we bought a new pond liner with a 25 year guarantee. This year (in 2024) we sprung a leak and contacted Pondkeeper, communicating with Laurie. She didn't hesitate and said she would send a replacement liner. To be honest, I was shocked as I was expecting a battle. No not with this company. They are really helpful and we wouldn't use any other company (even at weekends). Thank you Laurie for your excellent customer service from Sam & Bill Francis

What a great company, I have bought a second hand Blagdon infinity grand corner patio pond. It had a bracket for a corner waterfall but was broken. Having bought the waterfall I contacted Pondkeeper to ask if I could get the replacement needed after trying numerous outlets who said it was impossible to get. Within a week the had sourced collected and delivered a completely new complete bracket to me. Fantastic customer service and special thanks to Matt who made it happen. Cannot speak to highly of Pondkeeper.
Lord Goddard of Stockport.

Great products and service, I had a problem with my uvc clarifier I purchased , after I emailed them about this, I was replied to very quickly, the issue turned out it was my fault, I had put rubber seals in the wrong location on unit, after I spoke to Jake this was quickly rectified and it is now working properly, very good customer service, highly recommend this company