I've been dealing with Pets and Ponds off and on for about 10 years. I do not recognize the problems people seem to be having from my own experience. Jason has always communicated in a forthright manner and the advice on the site is sound. I am an ex retailer myself for over 20 years in a different field so perhaps I am not quite so quick to blame everyone but myself for problems. I seldom give out 5* reviews as things are seldom perfect in the real world. Cheers Jason Bruce McLeod Pickering Ontario read more

Do not do business with them. If you have to return something they will claim it was never recived. You'll be out your money and your product. read more

DO NOT DO BUSINESS WITH PETS AND PONDS-they falsely advertise low prices while other aquarium retailers have sales, then cancel your order and raise the price. :( When I called Pets and Ponds to resolve an issue with a cancelled order, their customer service representative hung up on me, then emailed me and told me don't call back because they won't answer. read more

This company should take a refresher course on how to deal with customers appropriately. They seem to forget that consumers have choices in who they deal with. After my aquarium light died, I ordered a new LED light from pets and ponds. The ordering process was uneventful and as others have commented, their purchase email did not include an invoice. This was not an issue for me. The issues began 5 days after the order, when I was first contacted because they had shipped me the wrong light. Conventional business practice would dictate that they immediately get you the correct product and they arrange return of the old product. I was asked to "refuse the package" and when they could see it was refused, only then they could ship out the correct ordered product. After some minor negotiation, they agreed to ship out the correct product at the soonest convenience under the agreement that they hold another $100 charge on my credit card. Again... I didn't make any fuss over this. What surprised me was the shipment method selected by the company was a dead drop of the package at my door, not a method that I could actually refuse. Being unable to refuse the package my family member was kind enough to go out of her way and try to have Canada Post return it to the sender... This unfortunately came with a charge. When I called to inform Jason, the leader of this bush-league operation that the package had been sent, instead of a thank you and informing me that he would take care of the reimbursement for shipping charges, I, the customer got an earful about how it would be cheaper if they had sent a waybill, how "frustrated" he was (yes, the "boss" of the company telling his clients how frustrated he is with them) and finally telling his client to send the receipt and he will "discuss" this with his co-workers to decide if and how much will be reimbursed. On further communication Jason, he furthered this by adding that "this was my mistake" that my family member tried to ship it back to them, and that I should accept responsibility for this. I would urge Jason to wise up in his business etiquette. The old saying of "the customer is always right" still stands true today, and to other potential customers who wish to deal with this company, I would urge them to think twice. read more

Ordered plant fertilizer, bottle leaks during shipment. Request a replacement sent but response given was below: "Sorry about the leaking liquid. Since the liquid was contained in the plastic bag you still have usable product so we do not feel that a replacement is necessary....." WTF? read more

I am a DIY Ponder, and I order a lot of Koi pond items (close to $1,000 per year) from Pets and Ponds (which is a mail order store ONLY). I had a sick Koi in early November who needed to be brought inside into a tank. I needed a pump, hoses, various other plumbing items - and, I needed them STAT, which I put into my order notes for them. They had ALL of it delivered to my door within 24 hours! Pets and Ponds doesn't carry everything I need for my Koi pond (many of my preferred Koi medications are not available there), but they are competitive and want your business, unlike some other pond places in the area who only want to charge big bucks for servicing your pond and Koi for you. I'm not saying bad experiences can't happen, but rather the negative reviews here don't align at all with my extensive experience with Pets and Ponds. read more

Horrible customer service. I have ordered twice from them for their price on Reptisun bulbs for my bearded dragon. These bulbs are the best and most expensive on the market. The first time was great. The second time, I took the bulb out of the package, I found it odd that the glass near the threading was black, like it was used. But it worked, so meh. Then after two months the bulb burns out. THIS BULB IS SUPPOSED TO LAST TWO YEARS! They refused to honour reptisuns warranty (clearly they are reselling used bulbs). read more

Sold me silicone to reseal my aquarium, after 3 weeks the bottom gives out and ruins my hardwood flooring. Tube clearly specifies "DO NOT USE BELOW WATER". I sent them an email requesting a STORE CREDIT for the value of the 2 tubes of silicone and they pretty much tell me i'm a simple minded person who can't grasp that this is a good product. Shitty customer service accompanied by terrible spelling, bold and shotty business tactics. read more

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 pissed 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. read more

I had originally ordered a Fluval Spec 2 aquarium kit and the lid was cracked - it appeared to be an issue with the packing by the manufacturer, not Pets and Ponds, because the both the Fluval box and outer shipping box were undamaged. I contacted Pets and Ponds and was shipped a replacement undamaged lid within 4-5 days. I was very happy as I really wanted to keep this sleek, compact kit. The guys at Pets and Ponds definitely know what they're doing - I highly recommend them! read more