"Needed a pond heater and requested they send ASAP. It was sent so fast it arrived next day and left a dent in my mailbox. Will buy from again."
"I ordered a filter from Pets and Ponds but they refuse to honour the sale and cancelled the order. When I called to discuss the cancellation, the guy I spoke to was rude and hung up on me after I asked to speak with a manager or someone else. Save yourself the hassle and order from someone else. "
"They are simply the best in customer service and products. Way cheaper than amazon and very honest people. I received a defective product and these guys without a question replaced it! They have earned my business till I have aquariums."
"This is the best Canadian online aquarium store. The prices are good, support also the best.
I'm always buy there."
"This is our 2nd purchase from Pets and Ponds and I have to say they have a great and very genuine customer service team over there. We bought the Eheim Pro 3 2080 Canister Filter with Media Kit included as our previous Fluval filter was due for retirement. The package came within the same week, but the media kit was initially missing, so I contacted them immediately. They first apologized for the inconvenience caused and right away sent out a package for the missing media kit, which by the way came in only two days. I appreciate the hassle-free service offered. Additionally, upon assembling the canister unit, we noticed the hose clamp, which was supposed to be originally included from the manufacturer, was missing from the original packaging. When contacting the Eheim support line, they had refused to supply us the original part missing and that **** us off. Although this was Eheim's fault, Pets and Ponds still went ahead and sourced the part from another supplier and sent it to us asap!
Simply stated, I would definitely recommend them to anyone looking for aquarium parts and supplies! We, as customers, greatly appreciate how they go the extra mile to help you out whatever it may be."
"Pets and Ponds went to great lengths to help solve the issues I was having with my uv clarifier system and I cannot say enough about their amazing customer service.
Thank you Jason
Pat
Qualicum Beach BC"
"My order was to be delivered on September 4th. When it didnt come that day I contacted them and they said it was lucky to have been shipped that day, because if it wasnt I would have had to wait to the 8th anyway. When I hadnt received it by then I contacted pets and ponds to let them know they should get their money back on the shipping as Canada Post did not expedite the parcel. Waiting is what I have been doing. Today the 18th i contacted them to let them know I had contacted Visa to have the charge reversed. Jason informed me that threats didnt concern them. What threat? Also me reversing the charge was no sweat. It saved them from returning my money. I wanted the pump! Jason went on to say that I was not the type of customer they want and certainly dont need. What, get what you paid for? Well thank you very much Pets and Ponds."
"ordered an aqueon 48" modular LED light hood along with another daylight bulb and colormax bulb to go with it.
I called prior to ordering and did not have to wait on hold and they took the time to answer my multiple questions with great information and did not get impatient or upset.
I'm not an aquarium guy (ordered it for a family member) so i can't speak how they fare compared to other stores, but to me they had a good selection to choose from. Actually, the fact that they had the aqueon colormax bulbs on their website and petland & petsmart didn't should be indicative of that. The website had an intuitive layout and was easy to navigate, and the ordering process was fluid.
Their product prices are great (saved 1/3 compared to buying from petland; slightly cheaper than petsmart), and equally important, their shipping prices were great as well.
I ordered one day and it was shipped out the very next day and i was emailed the tracking information. The packaging was great - they double boxed it.
My only complaint is at the end of the ordering process if memory serves correctly you have to click on a button to print off an invoice...otherwise one is NOT automatically emailed to you. I would prefer to be emailed an invoice and i think most others would be too. HOWEVER, they did include one inside the box with the item and happily emailed me one upon request. The only other think I would suggest them to do is incorporate alternate shipping methods in the ordering process. They only offer one service speed so if you want a faster method at your expense you can't do it via the ordering process. Having said that i'm sure they'd be willing to do it over the phone...it just wouldn't be as automated.
I would certainly recommend shopping with them to others and maybe one day when i'm not a poor, starving student and get an aquarium, they'll certainly be in mind for my supplies. "