AZ Ponds and Supplies

There are so many algicides to chose from and I didn't want to pick the wrong one for my area, size of pond, fish and plants. I decided to call.

The phone was answered immediately, and the person was extremely helpful in narrowing it down to the best choice. He even added that the size bottle, if stored correctly, would last me over two years.

No offer of help for expired product they sent nor was the product advertised. The latter we wouldnt have known without opening.

They ask for proof via email but claim never to receive. Told us they would decline any claim should we file despite not having mentioned we would.

Still trying to resolve issue need to talk to a human tech person about another filter option. Need to talk to a human

I ordered a door for my pond skimmer and when I received it there was a pump with it that I did not order. They did ot reply to email, and the phone was disconnected

when I went to order a pump for my water fall a was looking for 2 things. 1 was the warranty of at least 4 years and 2nd of all needed at least 4500 gph.

so I ordered a pump with 5 year warranty and 4968 gph. what I got was a pump that was clearly stated 3200 gph on the box. so I called and was told there was other ratings clearly marked on the box, so when I get home I looked all over the box and contents of box and only stated 3200 gph on box ,so I called back and was told they would get ahold of franklin electric and then call me back so waited about 3 weeks with no call back so decided to email and waited another week again with no reply.so emailed 1 more time and here it is another week later and still no response. all I wanted is what the advertisement stated or another pump with the correct gallons per hour.

but cannot even get a response.

what a way to do business. so here I am getting the word out to as many people as I can so other people do not get ripped off.

I can't tell you how very disappointed I am with the extremely poor customer service from AZPonds. I had a pump that was replaced under warranty.

Three times from February 6th to February 26th I was told that my pump had been shipped when it hadn't. There was so many excuses, mix ups with phone systems, confusing me with other customers, systems upgrades, can't see the tracking information unless in the shipping department, the shipping department is closed. I have to say I will never buy from this company again. Honestly it's hard to imagine that they can stay in business with this level of poor customer business.

Neil offered to make up for my inconvenience and patience by offering me the $50 for shipping. I have yet to see this credit even after reaching out to Neil twice asking for status with no replies.

After several conversations with Neil about a filter I had ordered that had been backordered, Neil suggested another that was supposed to be of the same variety and size. I accepted his suggestion and paid for the filter.

Upon receiving the suggested filter, it was not anywhere near what I was expecting and I called Neil to see if I had gotten the one he was offering as a replacement. At my own cost, I sent the replacement back and called Neil to see if the original filter was in stock. It was still not available, so with his help, I found one on their website and paid the extra monies for it to be shipped. I did not receive it as he had said I would and called him numerous times to find out why it was not shipped and that I had not received a notice that it had been processed.

My credit card was charged for the third choice but I did not get anything again. I talked with Neil again and asked for some conformation of the shipping. About a week later another filter was delivered but it too was not what I needed. I called Neil again and canceled the order and requested a credit to my card and for a return pick up of the filter.

As of this date and after many phone calls, I still have not been credited for the charge and no pick has been set up to pick up the filter. I am very disappointed with all of this back and forth with no solution of my problem.

It is apparent there is no intention to resolve the issue from the company. I purchased a couple of things from their website but will not waste my time any longer nor will I recommend them to anyone.

Consider this a review in process. On May 11, 2016 I ordered Koi food and paid for the order.

After waiting for a month and no product, I sent an inquiry to the company...NO RESPONSE.... a couple of weeks later, still no product...sent another inquiry....NO RESPONSE and NO PRODUCT. Today, July 18, I sent another inquiry to every email I could find for company officers....Let us see what happens.

I am very frustrated by this as their products come highly recommended.

Further, buying Koi food in the open market here is hit or miss on whether they have any stock. As a result, we had to buy food at nearly twice the cost.

I have read a few of the negative reviews here BUT, I've got to tell you that MY personal experience with AZ PETS&Ponds has been nothing short of GREAT!

Let me explain. I ordered a rather expensive UV Pond Light that was broken when it arrived. Broken in shipping. I thought to myself, Here goes! More B.S. and problems! BUT, NO!

It was just the complete opposite of what I expected. When I called them and spoke with "NEIL", he was a total professional and a gentleman. And, a MAN. Good man.

When I explained what had happened to my UV light he simply said to just "throw it away" and he would have a new one sent to me.

He sure did. I had another in my hands within 4 days of when I called him!!!!!!!!!!!!

Great job Neil! Great job AZ Pond & Supplies.

THANK YOU very much for your help, concern and courtesy!

Allen J Pollick

I ordered the Laguna algae control from the website because it was on sale. It arrived and the package had been expired for over two years. Be careful when ordering from this website as they do not send current products and put their expired product on sale to try to get you to buy them.

I ordered a new power supply for my UV sterilizer which arrived quickly. Problem is it didn't work, in fact it blew out my new $65.00 bulb.

I phoned Mark who sent a return authorization. It's bee a month now and I still don't have a replacement. I've called three times now and I'm always told it will be sent right out. Today I'm told that they don't know what happened, but they'll take care of it today.

There are plenty of other companies providing the same products.

If you expect that they will provide any customer service you will be wrong. No I've had a green pond for 2 months.

It's a very long story but the bottom line is that "Mark" at AZ Ponds recommended a specific pump for a fountain application after I gave him complete and accurate details of the application and, of course, it didn't work. It didn't even get the water out of the fountain. I then moved the pump right to the edge of the pond and it could only produce about a 1' fountain (6' - 8' requirement). After contacting him, he told me that it was the wrong pump for that application and that he would never recommend it for that and to send it back - once I contacted that department for the required Return Authorization. Here are the notes ...

I have been directed to you for an exchange by Mark. I was initially given the recommendation of the 5800SEQ23 for my fountain application and it is a dud – provides about an 18 inch fountain at best – and that's when I totally re-plumbed the application to place the pump up at the pondside essentially at water level.

After speaking with him several times, we now have settled on the ½ HP ECO series stainless steel pump that you offer on your fountain package – as long as that pump can be adapted to my existing fountain which uses 1-½ inch poly tubing (he wasn't sure how it ties into the ECO-Series fountain).

Please reply with the details on if there will be any problem adapting that pump to my fountain and also regarding the return of the 5800SEQ23 and crediting my MasterCard. Also, if it will work for me, I'd like to get the ECO pump on its way ASAP. Thanks,

and after two months of avoiding my calls and leaving me on perpetual hold ...

This is the fourth and final time (by phone and email) I will be corresponding to you with this issue. You obviously receive the mail but apparently only respond to orders. My next correspondence will be by way of copying all this material to attorneys general and to the BBB. Your call.

which got this reply ...

I have not seen any emails from you sent to this address besides today. I forwarded the email to Mark and he will get back to you tomorrow. He is en route back to the FL office.

Sorry for the delay

Neil

and, you guessed it, that was the last I heard from them. Good luck if you decide to do business with these clowns.