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I purchased a pond pump and had issue not as described according to their website. I paid for the item using PayPal. Item came later than expected up to 8 days after purchase. I realized the pump was too large for my pond use. I followed their return policy obtaining a RA number and shipping using recommended courier or UPS. I was accused via email that I used the pump in my pond...that was not true...I did test to make sure pump worked by plugging into AC plug. It worked fine just too big for my application. I've been accused of using the pump and they will not issue any refund.
This is a bad company with horrible customer service. I'd recommend do not buy items from Webbs Water Gardens. I'll be filing a http://www.bbb.org complaint in my state of Georgia and merchants state of Maryland. Very bad customer service and treat customers like liars.
ordered and OASE pond vac - after 2 uses - and fully reading and trying the trouble shooting I contacted Webb's - they ignored me twice and on the 3rd request to return - they said they gave my name to the rep from OASE - never heard from the OASE and my husband the engineer states - its defective -
dont plan on any customer servcie from Webb's- i should have 0istened to other Dave's members and not bought from Webb's nor the OASE
My wife decided we needed a pond again. I am more of the "nuts and bolts" person which is strange since I am a programmer. I looked over the internet and noticed that Webb's seemed to sell cheaper than the rest. I ordered a liner, filler and a skimmer from them. All came very quickly and are in new condition. They also answer internet questions quickly.
I received a pond pump from Webb's that had a broken check valve in the package. I emailed them with the infomation on 2/14 20012 and received an email the next day stating that a new valve has been shipped by them. very fast action and I would and will definitely order from them again
I have ordered three times this year. First order was over $300 and included an Aqua UV light for my Savio skimmer and bacteria. The second order was for misc items. Both of these orders arrived within four days of order. The third order was just placed and is pending. It includes a a pump and some misc items.
On my first order, I noticed I had entered a "#" instead of "5" in my address. I called Customer Service and she promptly made the change. Their pricing is better than any place I've seen. While I try to shop local and Oklahoma has a very large pond shop 30 minutes from OKC, my pond budget is limited and I appreciate being able to stretch it with big tickets items from Webbs. .
I am slightly concerned about the electrical devices I've purchased since that seems to be what has received so many negative posts, but hopefully I won't have any problems. If I do, I'll share them here.
Posted on June 8, 2011, updated June 8, 2011
I am new to ponds so relied on Webb to properly configure equipment for a simple waterfall and fountain....they suggested the wrong equipment. As it happened I spoke to Kevin the owner, for a follow-up question before installing; he was the one that said that it wouldn't work. We agreed that I would send the stuff back. What we didn't agree to was that they would deduct 15% for the shipping (plus I paid to send it back!).
So, be aware that some there do not know how to choose the appropriate equipment and it looks like the delivery issue is a standard bad practice for them. My biggest concern is that the owner was not truthful. Be careful for expensive equipment. I would go to a more knowledgable and honest company...even though their proces are good.On June 8th, 2011, davewdry changed the rating from negative to positive and added the following:
I just spoke with the owner who agreed to refund the shipping fees in question....that was all that I asked for and appreciate the gesture.
I purchased a Little Giant pump from Webbs in 3/2010. In 8/2010, the pump, while still under warranty, quit working. When I contacted Webbs (who is responsible for the warranty work for this brand of pump), I was instructed to mail the pump back using only UPS or FEDEX, though USPS would have been cheaper. Not only was I responsible for the shipping charges - Webbs did not issue me a pre-paid shipping label - but I also was instructed to enclose an additional $10 before they would accept the pump back to "look at it and see if it was defective." I think it unconscionable to have to pay a company to take back their defective merchandise. So now I am out $23 and I don't even know if Webbs intends to honor the warranty and replace the defective pump.
I bought an Alpine 2100Gph pump for my water garden after my old pump gave out after working for a couple of yrs. I paid 119.75 in july and needed it quickly. It came and we hooked it up right before we left on a all day trip. Upon returning home we notice the pump wasn't working . We started looking to see if we could see any reason for it not working. It started to work again and we sat and watched it for awhile . The next day it wasn't working when I got up.I called them and told them and asked for a new one. They told me to send it and they would check it out ..they sent me an email with a label for ups , the shipping was paid for.
i sent it and watched the tracking ..ups tracking reported they received it on Aug 3 at 11:30. I called the next day and they said that they hadn't checked it ..so I called again that evening.. and the next morning they told me it was running and they didn't see anything wrong with it. I told them i wanted a new one that they just hadnt let it run very long.So I called again the next day and they still said they couldnt find anything wrong ,But they would check it again and let me know.
Hubby talked to them that evening..and he got angry . he told them they shouldn't wait to send it , it should be a new one and they should have sent that back to the manufacturer and not made us wait ..he told them that wasnt good business to hold up someone a couple of days ...and they should be paying for the loss of koi because they were not prompt in handling it.
I went out of town 30 miles away and bought one on a special sale of 39.00 and it works like a charm ..
They left a message after we bought the pump ..two days later ...Saying they would either send that pump back or refund my money minus 15% .
I checked my credit card and I was refunded 88.00 so I called and complained . they said it was 15% plus shipping, and they werent suppose to return any money but under the circumstances they did. I told them they shouldnt have charged shipping because it was defective from the begining . He told me they told me there was a shipping charge. But if so then why didn't I pay it when I shipped it back?How do I know it was 13.00 to ship it ..I never saw the bill. I was also told that the manufacturer would not take one back that was working and he couldnt sell it to a customer because it was now used . So if so why would there be a restocking fee.
I will never do business with them again. It wasnt the money so much as it was the principle of it. They sell you something and if its bad they dont have to replace it. In my case take around 32.00 of my money when it wasnt my fault. I told them I was going to tell it on the internet anywhere I could and I am going to turn them into the better business bureau
Buyers be warned!
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.
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!
warsky baltimore United States (1 review) May 28, 2009
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
Treasured Brownsville, TN (1 review) January 14, 2009
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.
FLOrange Indiantown, FL (1 review) October 17, 2008
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.
ladygardener1 Near Lake Erie, NW, PA (Zone 5a) (3 reviews) October 14, 2008
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.
PondBoyZach Havre De Grace, MD (1 review) January 15, 2008
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.Company representative comment on September 10, 2007: On Sep 10, 2007 10:04 AM, Webb's Water Gardens added:
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.
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.....
shannonwa Vancouver, WA (1 review) October 14, 2006
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.
koi1234 Walled Lake, MI (1 review) August 31, 2006
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.
cougar4 South Monroe, MI (1 review) August 31, 2006
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.On August 31st, 2006, cougar4 added the following:
Yes, Webb's is correct they did accept the return of the larger Calpump PW3500 because they thought it was defective. It would not adequately push the water. They are incorrect in stating I didn't talk to them. I talked to Rob. He thought perhaps the larger pump was blowing out the relief valve because it was too big. That is why he recommened the smaller PW2500 Calpump. He said he has been in the business since 1987 and said I should order the smaller one. It wasn't until I received the second pump which pushed about the same amount of pressure that I called Calpump and they told me of the smaller impeller size. It wasn't until I called Rob back and informed him did he become aware. Therefore, Webb's is incorrect I did seek their technical advice. I was willing to pay the shipping and 15% restocking fee but Webb's will not call back. Their return policy does state if it is tested you can't return it but how do you know you are 100% satisfied if you dont' try it out. Do they mean 100% satisfied with the looks???? I can be pleased very easily. Take the pump back!!! Do not buy these Calpumps either!!!!! On August 31st, 2006, cougar4 added the following:
In addition to purchasing the pump, I ordered Koi Pond food in a plastic bucket. They came in two bags. This is the second time Webb's incorrectly filled my order. Last year the same thing happened. When I called about it they told me to screw off! Now again I get two bags and not the resealable container to keep them fresh over the winter. Don't believe what Webb's tells you. They are not customer friendly.On August 31st, 2006, cougar4 added the following:
Their refund policy should read 10% satisfaction guaranteed because they don't allow you to try the product!!!! Very deceptive advertising. Read the fine print with Webb's. I have contacted the Maryland State Attorney General and filed a complaint.On August 31st, 2006, cougar4 added the following:
Since Webb's says they have so many loyal, satisified customers over 25 years, why don't they make me satisified by accepting a small return? If they do I will glady post it and go away happy and never purchase anything again from Webb's. I challenge them to stand by what they have said. I don't believe it. Just because you have been in business for 25 years doesn't mean you have satisfied customers. Just look at the mafia, IRS, and all the terrorist organizations. This company responded to this website but never had the courtesy to call me back when I asked for the item to be returned. Does this sound like a company you want to take a chance on? When I buy from Dell, Costco, Target, Kohls, HP, Newegg, CompUSA, Home Depot, etc. I never have this problem. Why in the world would a person take a chance when there is even a hint of a problem with Webb's? Company representative comment on August 31, 2006: On Aug 31, 2006 4:42 PM, Webb's Water Gardens added:
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