The scoop on 'Webb's Water Gardens'

I have ordered from this company several times in the last couple years. The last time being last week. Every order was well packaged and shipped fast. The last order I placed was ordered Friday shipped Monday and received Tuesday. Their prices are very competitive and usually some of the lowest around. I will continue to order from them.

After ordering a Floating Pond Skimmer though the shipping was fast the Item arrived with missing parts. Of course being who I am, I immediately fired off a not so nice email to Webbs with details about the missing parts. The next morning I called Webbs and was connected to a very nice guy named “Tom”. He told me they would be contacting me later about UPS picking up the unit. They did call and missed me, but Julie then followed up with an email that follows:
Hello Mr. Thomas,
I tired to reach you by telephone, but your voice mailbox is full.
Please know that we do not sell used products, or have had any SwimSkims returned to us. I have issued a call tag via UPS, to pickup the unit you received. If you don't mind placing the item back in the original box and leaving it out for a UPS driver, they will pick it up within the next 3 business days. I am sending out another unit today that I have personally inspected to assure your receipt of a fully functional product. If you have any further questions or concerns, please contact me.
Regards,
Julie
410-879-3900
WebbsOnline.com

So though others claim that they receive bad service and attitude, I am afraid that maybe our attitudes might need adjusting. They were all professional and courteous to me, more so I am afraid than I was to them. Would I shop there again? Definitely! Should you? Definitely!

My order for a Cal pump was delivered promptly by UPS but did not work. I drove 40 miles one way this morning to return the pump. The unsmiling lady who took the pump to a tank for a trial also could not get it to work.

The unsmiling owner used a screwdriver to turn the motor. He also had a problem but then got it to operate. However the pump operated very noisy and I requested replacement. The owner refused to replace the motor and also refused to provide a refund as stated on the webbsite.

Because of the owner and the employees very negative attitude and the fact that the company did not live up to the stated policy, I would not recommend to anyone to purchase from this company.

This is my first negative webbsite purchase in almost 10 years. I would never purchase from Webb's

Very dissatisfied.
5/27/09

Webs offers great customer assistance. My email questions were answered quickly and accurately, their pricing is very competitive, and orders are filled and shipped quickly. Could not ask for better service! I will definitely purchase from them in the future. Thanks for your help Kevin.

I have ordered from Webb's on multiple occassions. I have been very happy with their extensive product choices, fair prices, free and fast shipping that is packed safely and professionally. I will continue to buy from Webb's for all my Koi supplies. Very satisfied.

I am very happy with Webbs. I have ordered 2 pumps from them over the years. The first pump I just ordered the propeller assembly as it was getting worn, I could easly locate the parts I needed on their site.
The order was ready for shipping the next day and I could track the order easly on line.
I also recommed the Pondmaster Megnetic Drive Pumps, they have held up longer, and replacement parts are available. Wished I had started with Webbs and Pondmaster Pumps would have saved me a lot of $$ in the long run.

super fast shipping and great prices.
Their prices are the best i could find- and i searched alot of places. I placed a order online at night and early the next morning it was already picked up by ups and at my house in 2 days.

My experience was great. Ive never had any Problems and have purchased $1,000 of dollars of items from them. Purchased from there and online.

On 7/23/2007 I ordered a Tetra Greenfree UV3 with stainless steel insert for my pond. It was apparently defective and worked for no more than one day, if that long. When I called to report the problem, they referred me to the manufacturer. At Tetra, I was told they were "out" of the product, so now I am waiting for them to "find" me another unit. I think Webb's should have let me return it and sent me a replacement.

Mrs. Medlin,

Sorry for the inconvenience. Tetra is usually very prompt in their handling of warranty claims but we were notified last week that they are temporarily out of their UV3 Ultraviolet Clairifier. Please send me your name and email address (to Kevin@webbsonline.com), I will issue a warranty return authorization and we will replace the defective product.

By the way, if you had contacted us after speaking to Tetra we would have handled the warranty inhouse. When you contacted us and were referred to Tetra we were not aware that Tetra did not have the item in stock.

Regards,
Kevin
410-879-3900

Our original contact with Webb's was back in August of 2003 when we purchased a pond kit from their online store. The kit and all associated materials was delivered in a timely fashion and the installation (performed by my wife and I) was completed without a hitch. Since then I have ordered numerous items from Webb's to keep our pond in good order. We have found their prices to be highly competative and the staff friendly and helpful. I shop around for everything we purchase and 80% of the time Webb's has what we need at the lowest price. We have visited their retail location in Maryland but find the selection best from the online store. Also with the price of gas it's easier and cheaper to have it delivered to my door. No complaints.....

I was a bit scepitical to order from these guys after seeing the 43% rating, but they had the best price on the Savio Pond kit that I wanted and it came with free shipping. I phoned them up to ask questions about the order and Kevin was great with answering my questions and verifying the contents of the pond kit order. I also have ordered 2 other times for plants and accesories and have had a good experience with them. They would call me up if they were short on quanities before they proccessed the order. I have not had to deal with any returns, so I can not comment on that part.

I just ran across this website. Don't take Webb's word for happy customers. I had a similar experience with Webb's in the past trying to return a defective pump. It was a different brand. Once they found out I wanted to return it, they wanted nothing to do with me. I never even used it. I would not buy anything else from this company.

Webb's Water Garden does not honor their return policy. I purchased a Calpump PW2500 and because the company decreased the size of the impeller the pressure dropped dramatically. I have used these pumps for years and neither Calpump nor Webb's informed me of this. Their return policy says 100% satisfaction but you have to pay the freight back and a 15% restocking fee. I was willing to do this however, they refused. Their website says you have to get a return authorization or they will refuse any return. I have been ordering from Webb's for many years including these pumps. They don't stand behind their return policy. Kevin Webb is difficult to deal with. Don't buy from Webb's.

As long as you have used this venue to post your opinion I feel that it's necessary to get the facts straight. After receiving the original pump you called and reported a defect. We immediately issued a return label and had FedEx retrieve the pump. We tested the pump and found no defect but we replaced the pump in the interest of maintaining goodwill. You requested that we send you the Calpump PW2500 which is one size smaller than the pump you had originally purchased and used. We promptly sent the replacement pump to you and issued a refund for the difference in the cost of the two pumps, all shipping at our expense. You installed the second pump and realized that you had made a mistake in requesting a smaller pump. At this point we already have one pump that we are not able to resell and we cannot afford another.

You quoted our return policy, oddly enough you omitted the second half of the sentence, the sentence reads "All returns are subject to a 15% restocking fee and must be in new, unused, untested condition. Items tested in any manner are not returnable". Our policies are available from every page on our website and through the entire checkout process. The fact that used items are not returnable is also clearly on your receipt. This policy is not new, it has been in effect for over 10 years.

Regarding the difference in the pump's output, Calpump made a model change approximately one and a half years ago. We accurately display a picture of the pump, the correct wattage and most importantly the pump's output at various head pressures. The new pumps are different than the previous models and have unique item and product numbers. You claim that we did not inform you of the difference in the two models but your order was placed via our website without any advise from our technical support personnel. We process hundreds of orders per day, how could we have known that you needed help unless you requested help. You also had the opportunity to use a PW3500 before returning it, you then requested a PW2500 because the PW3500 was too strong. There are no models between the two you have tried.

We have been in business for over 25 years and have earned tens of thousands of loyal customers. We did not grow to this size by ignoring our own policies but we have on rare occasion come across a customer who just cannot be pleased.

If you live nearby, I highly recommend visiting them in person. They are tucked back out of the way in Harford County, Maryland, but you can get directions on their website or call. They are extremely attentive and helpful, and they have a really nice selection of plants, fish, and supplies! I bought several fish and plants from them which are definitely thriving!

I have made pond purchases from this company three times in the last year and a half. I have only good things to say about them. Always helpful, polite, well stocked. I have picked merch. up in person and also by mail. They have had all pump parts in stock I needed on 2 occasions. Delivery was very quick. Their pond plants are huge, healthy specimens.
In my opinion they are a 5 star operation. Linda

I order a pond pump and filter from Webb's. I got what I order, with extremely fast shipping