All Pond Solutions Limited Avaliações 

After sales service is none existent, I'm still waiting to fix the problem, meanwhile fish are dying due to white fungus which the UV light is supposte to control. Since May 2025 the new ballast, only supplied becuse of a poor review on TrustPilot, shorts out the house circuit breaker. As requested I have videoed the process and attempted to upload it to them, via WhatsApp, Google, Dropbox all their methods don't work and they have not acknowledged my attempts. Other customers have experienced the same ballast issues and seem to be still waiting for a resolution.

Update 7/7/2025
Following my previous review I was contacted 17/6/2025 by Oliviyah from All Pond Solutions who initially apeared helpfull and requested video evidence of the problem which I duely produced. By the 25/6/2025 I had no success using their WhatsApp barcode to uploded the video. I suggested Google or Dropbox and asked for confirmation that she had been able to access the video. I had no reply for Oliviyah.

On 1/7/2025 I was contacted by "Jade" and explained that I had updated a video and asked her to confirm that it had been received and viewed. I have had no responce from Jade and I sent chasing emails 1/7/2025, 2/7/2025 and 4/7/2025. These have not been resonded to.

5th July I bought a flash drive and coppied the video, the full email trail, a photograph of one of my dead fish, which looks as if it had died from Gold white fungus or Cotton Wool disease. These conditions are usually kept in check by the UV light, and sent the entire package together with covering letter to Mr Brett Owen, the only listed director of All Pond Solutions ltd. This was sent by recorded delivery, he has not yest responded.

7/7/2025, Today, Tanya contacted me from All Pond Solutions about this issue and asked for more "pictures" as evidence of the problem. I have responded to her question and am awaiting a reply.

We bought a pump still in warranty and now not working, they take 3-4 days to respond to query each time. Still waiting for a replacement part from a week ago and no sign yet!! Now we have lost 8 koi and two large Sturgeon due to the heat and no pump - still waiting a response from them!!!

11.7.25 - update - the replacement part has solved the problem and the pump is now working again. Just a shame it took 2 weeks to resolve and a lot of dead fish in the meantime.

Order number 156602
Last Thursday I placed an order for some replacement sponges for my filter, on Friday received an email to say DPD would be delivering, the delivery failed to arrive, the tracker said delivery had been attempted but no one was at home, I was home all day but just in case I checked the CCTV and there was no sign of any delivery.

On Saturday I went on the All Ponds website to find no contact number all you can do is raise a ticket, which I did today is Tuesday and all I’ve received is yet another email saying how busy they are and that they are sorry for the delay in responding.

Yesterday I received a call from the DPD driver, he was trying to deliver my order but all the address label had on it was a postcode and my phone number he is to be congratulated for using common sense. All Pond Solutions on the other hand are dire with their totally unacceptable customer service.

How is a delivery company supposed to deliver a parcel if the most significant information is missing.

Brilliant company,keep you well informed about your orders and delivery schedule.really easy transactions ,excellent products at really good prices.i certainly will be using this company for all my pond needs from now on.highly recommended ,i now have a crystal clear pond at a fraction of the cost in electric.

I have purchased from this retailer many times and have found them to trustworthy, honest and good value for money. The products purchased have been despatched promptly and usually arrived quickly with traceable delivery information.

Excellent service can’t fault them
Everything you need in one place and fast reliable delivery What more can you want
Thank you APS

I've had multiple pond related items over the years and all have been great.

Absolutely thrilled with my new 30cm cube aquarium from All Pond Solutions! 🌿🐠 The build quality is exceptional—crystal-clear glass, neat silicone work, and a sleek, minimalist design that fits perfectly in any space and what was originally intended as a grow out tank for some guppy fry has become a feature on my desk. This feels like a premium product at a very reasonable price.
Customer service was also outstanding. The team were friendly, responsive, and made the whole experience smooth from start to finish. Delivery was quick and the tank arrived in perfect condition, securely packaged.
Highly recommend All Pond Solutions to anyone in the hobby—I'll definitely be shopping with them again! 👏💧 #Aquascaping #AquariumLife #AllPondSolutions #AquariumSetup #HappyCustomer

Don’t do business with these people!

Rubbish product, not fit for purpose.

Like others have said, the aftersales service is terrible. I ordered a replacement part that was clearly described as suitable for a specific pond pump. After raising four separate support cases, it was finally admitted that the part was not actually compatible with the pump.

There was no offer of a refund, replacement, or even a fair resolution. No alternative part was suggested, and no apology was given for the incorrect product description.

To make matters worse, I was expected to complete yet another online form just to initiate a return—and charged £3.99 to return a £10 item. Absolutely ridiculous.

This company has wasted enough of my time. Avoid them and shop elsewhere.
--
Update: since writing this review on trustpilot i recieved a response from a Customer Service Specialist. I was asked to inform: "I would like to offer a £10 credit for Our Company to your account as an apology for the upset caused and if you would be happy to accept this I can get this arranged.

We would also be very grateful if you would consider updating your feedback to reflect that a full refund was processed for you 5 days ago and we did not request for you to return the items to us. "

Where a replacement pump is more than £100 and the fact that a trustpilot review only seems to have hurried a poor effort of recompense, I still advise you to shop elsewhere.

Have always highly rated there products and have been using them for years but after my uv bulb only lasted a week in a brand new filter and basically told it was my fault for not setting the filter up as soon as I purchased it as they only warranty the bulb for 6 weeks from purchase and told to buy a new bulb. Such a shame a lot of these businesses now don’t care for customers that much anymore. I know a bulb is only £9 but it was the sheer disregarded response of acknowledging a faulty product. My newly scaped tank is now ruined by there crap product which is now going to cost me twice to fix it

Disgusted with the response to a delivery of a ultra violet pond pump, which was not working & packed in box with missing items & no instructions. When contacted told to send photos & videos which I did, as well as many sugested DIY checks they said I should do. 😔👎👎👎This dispute has been going on with 20+ emails & watsapps, given numerous job numbers, & names of company members. I have now got professional to take a look at my home who found it had been tampered with & no bolbs, glued parts inside and cable damaged.!!!

Order didn't arrive,was told it was refused at address,funny as I'm the only 1 at the address and no attempt was made to deliver it.If a delivery driver can't be bothered to deliver it at least come out with a credible lie !
Thanks for the reply but when I phoned your company they were not interested so I went and purchased another brand and I have now had yo take out a PayPal case against you to try and get a refund as your making that difficult as well now !

Choose a filter and pump was easy, came quickly and so far… work well 🤞. Only been a week so will update as needed

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……