Pondkeeper Reviews 

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

I have recently purchased a Garden Timber Company raised pond through Pondkeeper.co.uk and the service I have received from Laurie from initial contact to delivery of the pond has been absolutely flawless.

Laurie, provided me quotations for several different options that I requested without hesitation or questions and even contacting me back over a weekend to supply one of the quotes.

I wanted delivery on a specific day and the supplier charged The Pondkeeper extra for this service but Laurie did not pass the additional cost onto me.

It is so pleasing to see a company that not only has great pricing, great service and so easy to deal with.

It has been a very pleasant experience and I would not hesitate to purchase from them again.

Excellent replacement service from Laurie.

My Spin Clean 50 Auto Pro was tripping the electrics in the house. Jake at Pondkeeper couldn’t have been more helpful. The new parts were despatched promptly and with care were fitted in a reasonable time. The problem was fixed and the water is being cleaned once again. Thanks Jake.

Excellent customer service, next day delivery. Brought the spin clean 30000 and it is a beast. My pond water was totally green from all the sun we have had and in 3 days my water is crystal clear you can see all the way to the bottom. 100% recommend the pump/filter and this company

Excellent communication with Laurie at Pondkeeper. Had a standalone solar powered fountain delivered, so pleased with it, and within the next few days I ordered a different water fountain, again so pleased with this. However slight problem with the first one but it was replaced immediately. Would buy again and highly recommend them .

Amazing after care from these guys. Little issue with a pump, new pump dispatched and arrived, happy little fishes, will use these guys forever, rare thing great after care. Very much appreciated

Great customer service via Alexis at Pondkeeper.

I bought a Spin clean 30000 from Pondkeeper in June 2024. I had problems this year changing the UV bulb and couldn't get the to work light, despite checking all ther obvious things. Pondkeeper were really helpful and went more than the extra mile to help me resolve this, including sending replacement part/s. I should add that I called twice, two different people answered and both were really helpful. I rarely leave reviews but was so impressed with their after sales service, I felt I really should share this. Mine is a genuine review for a genuine problem. So many seem made up these days!