All Pond Solutions Limited Opiniones 

Do not try and attempt to return anything to this company. They make it so difficult. We ended up paying to return items.

Excellent customer service and pump arrived quickly! Always buy from them

Complaint:
The service was horrible and completely unhelpful, especially for people who truly need
support. The customer service actually started attacking me instead of assisting. I had simply asked for help to understand where the error or missing requirement was, but they
completely ignored me and left
me to deal with everything alone. It felt like being left to die-like a fish out of water.

My pump/filter lamps burned out. I checked the website but it didn't have the information I needed. I wrote to them....it took days to get a reply....and there is no phone number of course.

I tried to replace the lamp but because the instructions were so poor, I broke the lamp protective glass trying to get it off to replace O rings. I knew it would take ages to get a delivery from All Pond Solutions (APS) so I ordered a replacement pump from Amazon on Friday 2 May expecting a Prime next day delivery. It didn't arrive. (Note that despite my poor experience, I ordered a new one from them because I had just bought additional spares for the old pump and didn't want to waste the money spent).

Amazon checked for me and told me that APS promised a delivery eithr on 5 May or today......6 May. Nothing has arrived.

Checked with Amazon again and now I have been told that APS will respond within 24/48 hours. In the meantime, my fish are dying!!!

In 5 minutes, I shall cancel my order and buy an alternative from my local Aquatics shop.

This company doesn't deserve to be in business....(and like other similar companies, having a manned phone should be mandatory).

(Amazingly, Trustpilot have asked me for more information in case APS think this might be invalid or something. THis is my email to APS ref their request for me to contact Kyra (on this page)

"Hello

After my post on Trustpilot, you have asked me to contact Kyra so that you can ‘resolve’ my issue. Why you need me to contact you again is a mystery…..I think I have highlighted the problems with you from day one.

The latest in the saga was a message telling me that my pump had been despatched and I could expect a delivery on 10 May. It arrived yesterday……..7 May!!

The message below tells me that Amazon picked it up from you on 3 May. Amazon didn’t tell me that……….and neither did you until yesterday. Two different Amazon reps were quite clear that you were at fault.

a) The website is a pile of junk. I shouldn’t have to write to you for a website address to get spares. I should be able to enter CUP 305…..and find everything I need.
b) After waiting ages, I got the spares I asked for and stripped the pump down to install them. The glass surrounding the UV lamp was very dirty so I tried to remove it to clean it (and to replace O rings). There is no instruction on how to do this, so as a very experienced engineer, I tried to loosen the quartz nut to remove the glass. The glass shattered with very little pressure applied.
c) There are no instructions for anything really.
d) As I explained, I ordered a new pump from Amazon because I thought it would be delivered quickly….ie the next day. It wasn’t as you now know.
e) The new pump has a spare impeller included. There is no note saying that this is included, nor any instructions on what I should do with it!!
f) Your comments below highlight a major problem for me. So you have a phone line, but customers can’t use it. Why not? My issues with you could have been sorted in a 5 minute phone call. Instead, I’ve had to play emails with you, waiting ‘up to 48 hours’ each time for a reply.
g) I had intended to return this pump, but having bought spares and with my local supplier out of stock for the size I needed, I decided that my fish were more important and needed clean water immediately after all the delays. However, after this, I will never use you again. I will post this email on Trustpilot to confirm that I have responded to your request to contact Kyra".

Set up my pond over 2 years ago but didn't start using the UV filter until the pond was filled in May 2023.
On arrival in October 2022, the quartz was broken inside the filter.
It was quickly replaced by All Ponds Solution and great fitting advice given too.
With hindsight, I should have asked to have the whole unit replaced.
It is very probable that the unit suffered sufficient trauma to affect the ballast too??
Anyway the UV is just out of Guarantee by purchase date, but used for less than 2 years ( legally outside the guarantee period, not disputable).
A couple of weeks ago my pond went green.
Found the UV bulb had blown.
Replaced the bulb and that blew immediately.
Ascertained the ballast must be faulty when a cheaper sacrificial bulb also blew immediately.
The new ballast and new bulb are now working. Both items are All Pond Solutions products to ensure absolute compatibility.
Instead of just relacing 1 bulb, I ended up needing 3 bulbs and a ballast.
A very expensive operation.
£95 for 3 bulbs and a ballast, instead of £15 for simple bulb replacement.
Rival bulbs and ballasts are much cheaper for competitors filters.
Time will tell if I was foolish to repair my original filter, or should I have cut my losses and purchase a whole new unit elsewhere?
All Pond Solutions staff are friendly and helpful enough, but I'm not sure I made the right decision??
I should be grateful that spares are available (or is that a result of frequent failure?)
Not sure I have confidence in their products??

No happy at all, ordered a complete filter system for next day delivery which never turned up, no telephone number to contact them; raised a ticket and got an automated response stating they would be in touch in 1-3 days, 3 days later receive another response stating we have to wait until 9th May for delivery (we ordered on the 1/05, so we have paid for a next day delivery for nothing and no way of speaking directly to customer services to get a refund……

Purchased the UV CUP-7000 pump a few days ago because the water was constantly going green . It arrived the next day which I was very happy about , It’s absolutely huge & a bit heavy 😂 but this is what happens when my dad puts his daughter in charge of buying these types of things , I honestly didn’t realise it was going to be this big . We’re now on day two since installing it , we did a 30- 40% water change ( roughly ) before we popped it in the pond in hopes this will help clear the water a bit quicker . Upto now the water is looking a little clearer than it was & the pump seems to be running fine . Fingers crossed it does the job going forward ! I like the fact you get 2 different heads with it so you can choose whichever feature suits best .

After failing to deliver on a specified date, which allpondsolutions charged extra for, I had to cancel the order.
Payment was still taken from account.
After giving allpondsolutions 3weeks, which takes into account the "up to ten working days" (and allowing for bank holidays) I am STILL AWAITING REFUND. There's been no contact from them since 16/4/25. Starting to feel cheated, and would be wary to use/recommend this company.
Would give less than one star if able.

The company contacted me and after amicable discussion my original concerns were resolved.

Brilliant service 👏 great customer care and awesome products I've been purchasing over the years

Purchased a large filtration system. All delivered well packaged. Had a problem with the UV light which the company rectified within 4 days. Overall happy with the system and the company.

My filter strted to trip the MCB after I had done a deep clean, reset several times and would work for about 20 seconds and then trip again. As still under warranty I raised a ticket on the website and received email advising they would be in contact whilst apologising that they were busy and would try to get back as soon as possible. I thought it would be a faulty ballast and when they got back to me (next day) they asked me to do a couple of bits of troubleshooting and even gave instruction accompanied with photo on what to look for. I found out that the actual bulb was faulty and was tripping the MCB, this was replaced from the spares I keep and all now working. Really clear communication and in my opinion really helpful company shout out to Kyra and Tanya for their help and guidance.

Had to contact re a faulty filter unit still under warranty. Wanted to see photos, videos etc ! The filter kept shorting the garden lights . Real pain not being able to phone them , only by email or WhatsApp.

Offered to resend a replacement ballast ( had no idea what that was ) , but , WE had to replace the bulb & O rings ! As this is still under warranty felt that offer was unacceptable. Just need a whole replacement filter ! Meanwhile the water is getting dirtier by the day .

I love buying things for my pond from this company!I ordered on Thursday 17th and my order came less than 24hrs later ! I call that service ! The ordering and paying process is simple, takes minutes. The order comes when promised. I ordered the wrong filter for my water feature and they refunded my money immediately. What's not to love? I feel I can trust this company, they were very helpful and gave me advice on the upkeep of the pond last year. Thank you !

This is the first time i have never written a review but the experience I have gone through I don't want others to go through this.

I brought a filter from All Pond solutions late Friday evening with paying extra for the 24 hour delivery. With the understanding being the weekend I should get this Monday or the latest Tuesday. My Filter had given up on me and was in the need for replacement.

Monday I hadn't heard from them so tryed the online chat which I found rude, to the point there send me the delivery policy which Clearly stated I should be getting it Tuesady at the latest, and raised a ticket. There stated i was refunded the extra money I paid for the 24hour delivery, 7 days later still waiting.

Great I was thinking because my Koi appeared to be struggling with no filter and the standard of the water charging.

Tuesday on delivery, again got in contact via the on line because no replying to emails, there raised a new ticket. This time staying i would have the filter within 3 working days, raised concerns about my water in the pond to which there gave me a tracking number for DPD. For the 3 days the tracking number stated still waiting for the item to be received.

Friday 3 working days, still no update, and once again raising a 3rd new ticket, stating it will be with me by the end of Friday. and explained I know have lost a koi which was 8 years old and loved by the family, at thus point I request a refund. That I will need to do a 100 mile round trip to go shop and get a filter because was going to loss more fish.

All pond solutions totally ignored my emails and even knowing that I gone screen shots of emails and online chat. There choose to send the filter Monday, which both I and wife as returned to work.

Now making me wait until the item is returned to them before receiving my refund.

Very poor customer service, this deshonest, lies, and no customer support. Zero compassion for welfare of fish just want your money. My advise stay way clear.

UPDATE: I contacted the company via WhatsApp and received a very quick response and an update on my order. It was easy to explain the issue, and they offered me the choice of a refund or a replacement. The replacement arrived today.

Although it was delayed by two days (and yes, I’m being picky here), their professionalism stood out. Overall, I’m impressed and will definitely return as a customer in the future.

I placed my order on Saturday, and the shipping label was printed on Sunday, but there has been no movement since then. Now it's Tuesday, and I still haven't received any updates. I tried calling, but my call couldn’t be transferred, so I wasn’t able to speak with anyone. I also opened a support ticket, but it seems like it will take 2–3 days to get a response. All I wanted was the 48-hour delivery that was advertised on the website. Unfortunately, this experience has been frustrating, and I will not be purchasing from this company again on any platform.

I purchased an allpond solutions UV steriliser on Amazon, within 5 weeks the bulb blew. I tried to contact them through amazon and couldnt make much sense of what they were getting at, but they were trying to tell me, once I had puchased it, they were finished with it. After much arguing about my consumer rights, they are now sending me a replacement bulb, after all the work the pump did before it blew has been undone.

Customer service is shoddy, if you expect a product to last longer than 6 weeks, do not buy from allpond solutions.

Excellent customer service. Very helpful with an issue regarding my UV filter, which they have replaced free of charge. Will be using them again.

The worst customer service, the products are pretty reliable apart from the ceramic impeller shaft on the wm-2000 and they don't want to help I would definitely not recommend them

The company is great as supplying what you want, but if something is faulty or needs the be claimed under warranty, that's where things change and they will engage you in an endless round of email tennis, replies come from a different person each time asking a different or the same question, this continues until you give up out of pure frustration, you have been warned.

Update 30/03/25
As requested I sent an email f.a.o Kyra, but unfortunately I did not receive a reply, I did however make contact with the company via their online chat and I'm happy to say the matter was quickly resolved and they offered to send a replacement part which has now arrived. I have upgrade my star rating to a four to reflect this