Pondkeeper Reviews 

I Brought an all in one hozelock pump a while ago and the UV stopped working. Sadly I can't remember the lady I spoke to but in my opinion she went the extra mile to understand the problem and how to proceed.they sent out a new UV bulb which sorted out the problem. This will definitely be my go to supplier for pond equipment.

A honest review of Pondkeeper phones not answered online ordering after putting in personal details and payment not acknowledged no notification of any problem my bank telling me payment pending.
24 hrs later rang pondkeeper and told all ok with order.
10 minutes later they rang to say payment not received but they have order.Bank tells me payment still pending. My trust has been broken good luck if using Pondkeeper.

Used these guys over a year ago when setting up my pond, very helpful and great prices. One of my led lights has failed so emailed Laurie to see if they were in warranty still; which they weren’t. However they still sorted me a replacement set!! Buy from these guys, great service!!!!

Ordered a pond feeder and unfortunately to my surprise when I opened the box, a pond pump was delivered my mistake.
However, Jake was brilliant at sorting the mistake out, sending the correct item along with some food and getting the wrong item collected.
Excellent customer service.

I had a problem with a solar fountain which was resolved incredibly promptly and efficiently. I had a replacement fountain delivered and running inside 24 hrs from my first contact.
Absolutely amazing customer service.

Fast, reliable and go above and beyond with customer service. Like someone else who’s just left a review, a ballast I ordered was replaced with a brand new Greenstop Pro 36w unit. Apparently there was a stock issue and other companies might have just said “sorry it not available now,” leaving us in a bit of a pickle.
My wife and I both place orders and that’s why we will continue to shop for our pond supplies at Pondkeeper. We recommend them to everyone.

I Boyd

Having taken apart my faulty uvc water clarifier, I identified that the ballast unit had failed and duly ordered a replacement part. Imagine my surprise when I opened the delivery to find that it had been upgraded, at no extra cost, to a full unit as a goodwill gesture. This made my life much easier when it came to re-installing it into the filter system. Thank you PondKeeper.

excellent personal customer service from call helpline from jake Armstrong. Advice on the feature and whether it was as good as it looked in the brochure. Only wish that more companies used the same ethos of having their order lines in uk, with no long list of numbers to press, to get you to the right person. Only wish there were more jakes in this world working for good British companies

Very helpful and courteous service from Laurie at Pondkeepers
I recently ordered a pond liner from them
Unfortunately after fitting I found that the liner was faulty with a serious leak
My problem was promptly resolved with an immediate refund on the day the matter was raised.
I would buy any other items I need for my pond from this company due to excellent after sales service.

I bought a pump and filter system for my pond something like 4 years ago. Recently, the pump failed so I emailed Pondkeeper for advice re getting it repaired. My email was responded to very quickly and after a short diagnosis, Matt very kindly offered to send me a replacement control unit for the pump. The product was clearly out of warranty and has been excellent for a few years. There was no reason for Matt to do this other than good will and superb customer service. I would absolutely buy any other items I need for my pond from this company. I don't know it the pump works with the new controller because I haven't had time to set it up yet. Best service I've experienced in ages.

Paid in full for the lining £750.00 online
Email next day saying 3rd party payment were reimbursing me in full but will take up to 2 days to clear, but I can reorder and pay Via bacs?
For one I need the product by Thursday
Secondly my money is not in my account to pay for a second time via bacs as its still waiting to go back into my account.
Shocking way to run a business

I have been a customer for years, mainly for pond products. I purchased a pump earlier this year and it failed after 3 months. They immediately replaced it after recommended action failed to get it working. The replacement also failed but again customer service responded immediately and replaced it with a different model. It is refreshing to deal with a company who accepts their responsibilities and do not make you jump through hoops to get a satisfactory result to problems

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!