Reviews Analysed
21
We Collect & Analyse Reviews
Pondkeeper
Experiences & Reviews
Pondkeeper is an online retailer specialising in pond equipment and accessories for hobbyists and pond builders. Typical product categories include pumps, liners, filtration, nets and basic pond construction items. The site offers online ordering and customer support resources aimed at DIY and professional pond projects.
Overview & Key Metrics
Positive Sentiment
100%
Latest Review
29d
Overall Rating
4.8
Our Analysis
🎯
Service quality
Most reviews describe fast, helpful customer support, quick problem resolution and replacements; one review cites an initially poor response before correction.
Share
Strong
24%
💰
Value for money
Only a few reviewers mention price; those that do report competitive pricing and good value for certain items.
Share
Mixed
4%
⚡
User experience
Customers repeatedly note fast delivery, clear ordering and useful pre‑sales advice; several warn about courier damage for large or fragile items.
Share
Strong
14%
🔧
Product quality
Many reviewers praise durable nets, liners and products, but there are multiple reports of isolated pump or fountain failures requiring replacement.
Share
Mixed
12%
📞
Communication
Reviewers commonly report prompt, knowledgeable and polite responses by phone or email; one review describes an initially dismissive reply that was later corrected.
Share
Strong
18%
⭐
Overall experience
Overall sentiment is positive with many repeat customers and endorsements, tempered by occasional product faults and delivery issues for bulky items.
Share
Strong
28%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (December 2021 – September 2025).
Pond xpert solar sub light
"
The experience of working with this company was positive.
I have been their customer since 2018. In November of last year, I made the purchase of a pair of Pond Xpert solar sub lights from Pond keeper .com. I received the package pretty fast and I was taken aback by how quickly it was delivered.
The Pondkeeper's team has been outstanding and extremely helpful throughout this entire process.
Furthermore, if there are any issues with the products, they have been resolved quickly and without causing a headache in the process of resolving the issue.
A first-rate company with outstanding customer service is hard to find this days.
"
Allan Walker
Collected.reviews
Dec 06, 2021
Featured for: Long-term customer; swift resolution, delivery
Fast Delivery, Great Price, Super Pond Net
"I've had Koi for several years but never been happy with the pond nets I've used. Winters near and the bottom of the pond was well in need of a clean...."
John Hodgkinson
Trustpilot
Sep 30, 2025
Featured for: Positive product quality, price and delivery
Pathetic response to performance complaint
"When our chosen fountain achieved a rather pathetic 25cm height( 73cm from pump base) instead of the claimed 180cm, their response blamed "variations..."
Tony Brown
Trustpilot
Sep 30, 2025
Featured for: Detailed complaint; shows service resolution
Amazing Customer Service and Support.
"I’ve had loads of stuff over the years from Pondkeeper and have never had an issue before however on Sunday my in warranty pond pump stopped working s..."
Mr Robert Turner
Trustpilot
Sep 30, 2025
Featured for: Warranty case: fast replacement via phone
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
J
John Hodgkinson
trustpilot.com
Sep 30, 2025
Fast Delivery, Great Price, Super Pond Net
I've had Koi for several years but never been happy with the pond nets I've used. Winters near and the bottom of the pond was well in need of a clean....
I
Ian Wilson
trustpilot.com
Sep 30, 2025
Highly Recommended
I've used pondkeeper several times and always been pleased with what I've bought, great products and great service. I recently purchased a pond liner...
N
N T
trustpilot.com
Sep 30, 2025
Excellent customer service
The customer service of this company is second to none. They will strive to ensure you are happy with...
T
Tony Brown
trustpilot.com
Sep 30, 2025
Pathetic response to performance complaint
When our chosen fountain achieved a rather pathetic 25cm height( 73cm from pump base) instead of the claimed 180cm, their response blamed "variations...
C
Clive Hook
trustpilot.com
Sep 30, 2025
I had a problem from the start
I had a problem from the start. The staff went out there way to help me so...
M
Minimum
trustpilot.com
Sep 30, 2025
Perfect Internet Transaction.
Perfect Internet Transaction. Helpful pre purchase advice. Super fast delivery. Responsive and outstanding customer ser...
A
Andy Tompkins
trustpilot.com
Sep 30, 2025
Above and beyond
I had a problem with a pump bought from another online retailer and they could not have bee less helpful. I contacted Laurie at Pondkeeper and within...
a
andrea ward
trustpilot.com
Sep 30, 2025
Had a problem with a pond vac a got…
Had a problem with a pond vac a got from them, emailed excellent fast response within 30 mins problem sorted out,...
N
Nick C
trustpilot.com
Sep 30, 2025
Excellent Service …
I have placed two orders with Pondkeeper and the service and quality have been excellent. T...
J
J Whyatt
trustpilot.com
Sep 30, 2025
Fantastic service
Fantastic service. It’s almost like they know when you have a spot of inspiration come to mind you just want to crack on with it. Ordered the pond yes...
M
Mr Robert Turner
trustpilot.com
Sep 30, 2025
Amazing Customer Service and Support.
I’ve had loads of stuff over the years from Pondkeeper and have never had an issue before however on Sunday my in warranty pond pump stopped working s...
T
Teddie Leigh
trustpilot.com
Sep 30, 2025
Has become my go-to for Pond supplies
I am incredibly impressed with PondKeeper. Everything I’ve bought from their Site during a build of a 2,500 (U.K.) gallon pond has been...
A
ANDREW FISHWICK
trustpilot.com
Sep 30, 2025
Excellent Company
There are so many companies that could learn lessons from Pondkeeper in customer service. Always competitive pricing, good products that work well and...
E
Elaine Durham
trustpilot.com
Sep 30, 2025
Brilliant advice and service from Jake
Brilliant advice and service from Jake, we are first time pond builde...
N
Nicola Jeffery-Sykes
trustpilot.com
Sep 30, 2025
Superb knowledge, great customer service
I have bought pondliner in the past covering 45 ft by 35 ft and now the pond and feeding area is filled by natural water and spring water from the hil...
M
Mr Peter Brannan
trustpilot.com
Sep 30, 2025
Great customer service
Great customer service, and produc...
L
Lizzie
trustpilot.com
Sep 30, 2025
Great delivery turnaround and good item
Good website with plenty of products available. I placed my order for a pond brush. It arrived well packaged, intact and was delivered very quickly. O...
M
Michael Bailey
trustpilot.com
Sep 30, 2025
Great customer service...but delivery issues.
I ordered a basic preformed pond which when delivered was badly creased and had lost its shape either due to bad packing or negligent care taken by th...
E
Earthling 01748
trustpilot.com
Sep 30, 2025
EXCELLENT SERVICE HERE
The sales administrator I liaised with called "Laurie May" was Excellent. after experiencing bad service at garden centres I enquired at Pondkeeper ab...
d
deel
trustpilot.com
Sep 30, 2025
Excellent service
I ordered two pond pumps. They arrived the next day as promised, tracked all the way. No delivery charge. I had reason to call twice for technical hel...
Conclusion
Reviews indicate Pondkeeper is frequently commended for responsive customer service, quick replacements and helpful technical advice. Fast delivery and well‑stocked items are recurring positives mentioned by customers. Several reviews report isolated product failures (notably pumps or fountain performance) and a small number note courier damage on large or fragile orders. Prospective buyers should consider Pondkeeper for commonly stocked pond supplies but check warranty and packing options when ordering bulky items.