Three different tropical water lilies were ordered. Arrived in a timely manner but appeared to be somewhat "weak/soft" when unpacked. Planted immediately as per website instructions. Two decayed completely after several days, waited for a new sprout - nothing. Contacted company and received immediate reply from Zac (owner?). " planted wrong. NO - planted per video! A week has gone by, the last lily is gone. 6 emails back and forth with each offering an excuse as to why it isn't their problem. Never an offer to replace. Wish I had seen this review site before.
I would NEVER do business with this company again. It isn't worth the time nor frustration with someone who doesn't understand customer service. There are many other vendors who want and appreciate your business.
On Jun 3, 2012, Pond Megastore responded with:
"On Jun 3, 2012 8:46 PM, Pond Megastore responded with:
Our terms and conditions state if anything arrives in less than satisfactory condition please email us or contact us within 24 hrs (not weeks later). I offered to help extend our guarantee anyway if you could email some photos of the lilies now but you decided not to simply stating nothing is there. That of course is further from our policy but I did then offer you replacement plants at out cost of the plants.
Also we do note not to plant lilies with gravel around the base as this is not the best for tropical lilies to send up new growth, its not how they grow in nature so the planting directions were not followed from your first email. Very sorry but I have been in contact with you propmtly for days trying to help you but without seeing the plants you cannot simply demand more lilies weeks later."
I made a recent purchase of several lilies and several water plants from this company. After several weeks I requested a confirmation on shipping or arrival date, never got a reply. They came u s postal service on a Saturday & all was beautiful except for one lily it was thrashed a bit and we planted all same day.. After due time the scraggaly lily would not sprout and after a request to Pond Megastore for return instructions they said there was only a 24 hr window to report a damaged plant. I am fortunate to have known and worked for Dr. Clyde Ikins at Lakeside Gardens and most water lily gardeners know it sometimes take several days for a plant to show growth. How would you know a tuber was not alive in 24 hours.
Heres the email.
If a plant comes in damaged we do need to know that within 24hrs of arrival per our replacement policy. I can offer you 1/2 off another lily but the replaement date has pastby about 5 weeks.
Hi again Ricky,
Thank you for saying all the other plants but 1 arrived beautiful. As stated in multiple pages online our policy the 'terms and conditions of sale' in the online order checkout,
[PLEASE inform us within 24 hours of getting live plants if anything arrives in less than perfect shape.] You could have just said if this tuber that is not in as good a shape as the others won't grow it needs replaced.
You agreed to this by advancing past the 'terms and conditions of sale', and placing that order online. Now 5 weeks after getting the plants you are claiming one arrived in less than good shape. There is no replacement plant offer if the first time we hear from you is 40 days after delivery and that is stated online.
I did off you 1/2 off another waterlily.
This package was delivered Aug 17th and all that is required is you had let us know by Monday August 19th. Today is September 22nd and I responded to that email within minutes this evening.
Proceeding in 'Terms and Conditions' in the checkout is a contract, and by not contacting us you broke that contract agreement. I still offered you a discount on a replacement of that lily which I did not have to do.
On Sep 23, 2011 5:32 AM, Pond Megastore added:
Upon checking the usps delivery record,
Please note you said you got this package from the PO boxyou had this shipped to on a Saturday. According to the delivery confirmation we shipped this box on Monday Aug15th at 1:24PM and it arrived just less than 2 days later on Wednesday 10:36AM. Could you have let it sit in the PO Box until Saturday? usps Tracking number 9101 0105 2129 7188 6701 03"
BE PREPARED FOR PROBLEMS. I ordered plants April 25, 2010 and one arrived dead. I opened the package immediately when it arrived. On the phone, they said they would send a replacement. It never arrived and I called again a week later. They said it was too hot for replacement. On May 27, they emailed me that they issued a credit to my credit card...NEVER HAPPENED (I checked my account). I spent the summer trying to obtain this credit without success. I called and left voice mails (no answer), resent my email documentation (no reply), sent documentation by US mail (no reply), and sent email to them through this website (no reply). This is my first experience being bilked by an online vendor. I agree with the other negative reviews and would never believe anything this company told me. They will be ramping up for business again in Spring 2011 when they may answer the phone again so BUYER BEWARE. The persons I interacted with when they bothered was Zac and Marcela.
On Jul 17, 2010, Hillbilly_Gran Jasper, AR (Zone 7a) wrote:
Posted on July 15, 2010, updated July 17, 2010
I placed an order with Pond Megastore for several items. After several weeks I contacted them requesting a shipping date since the plants I ordered are annuals in my zone. I received no response. I then contacted them and requested a refund, again no response. I currently have a claim for a refund pending with Paypal. They were asked to respond to Paypal by today. As of a few minutes ago, they have not responded to the Paypal claim.
On July 17th, 2010, Hillbilly_Gran added the following:
They never replied to the Paypal dispute and Paypal refunded my money. Save yourself a headache and shop for pond plants elsewhere.
Wish I had visited this site prior to ordering, then I would have known better as most of this feedback for them is poor. I ordered plants from them and one arrived rotted out and on the brink of dead. I contacted them, and came to find out later it was the owner zac who was corresponding with me. Not only was he unwilling to replace a less than $10 plant, he rudely insisted it must have been my care that had killed the plant, even though my other 2 were taken care of in the exact same manner and were thriving. After numerous emails and requests to make this right, he stopped responding and ignored my request for a phone call completely. I would NEVER recommend anyone order from them, they do not service their customers and clearly do not want repeat business.
As we talked about: If you recieved anything in less than perfect condition all you have to do is contact us within 24 hours of getting the plants WHICH YOU DID NOT FOLLOW which is why there is no refund. You agreed to this term by moving forward in the ordering proces.
Kirstin you ordered blody dock, 3 of them growing in water and told me you planted them indoors.
As we discussed at length bloody dock can be grown easily outside of water (pond conditions) but these plants are not easily adjusted in doing so.
We sent you 3 good plants 2 of which you state are fine and you DID NOT follow Terms and Conditions of the sale and report any damage or death of the plant within 24 hrs of getting them. You want to claim its a dumb agreement you are unwilling to follow.
We have this warranty just for customers like you who decide to do things like plant these plants incorrectly. You state you bought 40 of these same plants at lowes in the garden area. Those one of course are not acclimated to growing in water 24/7 and those are the bloody dock you should be planting outside of a bog or pond.
If you want plants for your house or yard do not buy aquatically acclimated plants.
As we talked about: If you recieved anything in less than perfect condition all you have to do is contact us within 24 hours of getting the plants which you did not follow which is why there is no refund. You agreed to this term by moving forward in the ordering proces. "
On May 2, 2010, hunter110 Winston Salem, NC wrote:
I placed an order and paid for express shipping. The company charged my credit card immediately, but it was 2 weeks later that I received the package. I had signed up for email notification and no email was received telling me the package was sent. When I got the box it had four very small plants in it, (not looking at all like the picture on the web site) no instructions, no invoice showing what I bought just the plants in a wet paper tool in a baggie. I would not recommend this company.
On May 2, 2010, Pond Megastore responded with:
"On May 2, 2010 11:25 AM, Pond Megastore responded with:
Hi Hunter110, I am only finding 1 order of plants to winston salem, if you can provide me with an order number I can better help you. The 1 order I see is only for snowflakes, a floating pond plant that does not require planting.
We do not offer express shipping on plants, Priority Mail is the only option. Fish, Snails, and Tadpoles are the only overnight shipping we do.
Our shipping and planting instructions are at the TOP RIGHT corner of every page on our website. They are listed here so that customers can read about planting before they decide to order as some customers do not want to put plants in soil in the pond. If you could provide me a order number I could see if this order was the one with just snowflakes in it which require no planting/optional planting. Thank you."
On Aug 30, 2009, tradesman522000 Berkeley Springs, WV wrote:
Ordered some Frogbit plants and when they arrived they were a batch of dead rotten plants. Pond Megastore blames it on the post office and the post office says it's not their fault. Pond Megastore refuses to ship replacement plants and is fighting my dispute of the credit card charge. Pond Megastore does not answer their phone and does not return phone calls. DO NOT ORDER FROM POND MEGASTORE.
I ordered plants in March 09, 3 weeks later I e-mailed them they said they would ship in 2 weeks depending on the weather. 5 weeks later I e-mailed them again they said they shipped 2 weeks earlier no shipping confirmation or anything. To make a long story short they blamed the post office. I've lived here for 12 years and have never lost a package, anyway I lost the 100 dollars I payed these people.I WOULD BACKFILL MY POND WITH SAND BEFORE I WOULD BUY PLANTS FROM THESE PEOPLE
I placed my order on May 1, 2009 and my credit card was
immediately charged. I received a confirmation right away, never received my plants. After several emails and phone calls I finally received a call back telling me that because I live in zone 4 my plants would not be shipped until the week of 5/18/09. It is now 5/29/2009 and I have still not received my plants. I have called again and emailed, neither have been responded to.
Must use Pony Express instead of FedEx as method of shipment.
Very disappointed. I have contacted my credit card company and have put a hold on the payment.
On July 2nd, 2009, MAVIS1 added the following:
Update! I finally received my plants, but before I got them via US postal, Pay Pal charged Pond Megastore back, I immediately received a call from Pond Megastore, up until this time they completely ignored my emails and phone calls. They wanted to recharge my credit card, I told them at that time, that if I was satisfied with the plants I would contact my credit card company and have payment reissued. At that time I told the customer service that there were 2 of the plants that I did not think were going to live, I was instructed to email pictures of the plants, and they would be replaced. I emailed the pictures on 6/19/09, as of today I have not received the replacement plants, and I have not heard from them again. I will never, ever buy from this company again. On August 14th, 2009, MAVIS1 added the following:
Still have not received replacement parts, supposedly they
shipped. On 8/3/09 I emailed Pondmegastore for a tracking #, the tracking # that they responded with is invalid, I have
emailed them for a correct tracking # and they have not
responded. Poor, poor customer service.
I had ordered some water hyacinth in late April. By the end of the1st week in May I had not received them, nor any word of explanation. I e-mailed their customer service, who replied that they had not been sent because I live in zone 4. I told them I live in zone 5b, and would like my plants ASAP. No reply, no plants. Two more e-mails: no reply, no plants. When they finally arrived, they were small, sickly pale, with the roots falling off. They all soon died. I emailed the company (again): no reply! DO NOT DEAL WITH THIS COMPANY!
Placed an order on 4/3/09 and still have not received it. Originally placed the order through Treasure Island Aquatics because it was a "local" FL company. Much to my surprise, when the order was processed, it went through Pondmegastore. Had I know that I would never have placed the order in the first place! I have sent at least 6 emails about the status of my order, especially becuase money was debited from my Paypal account on 4/6/09. My last 2 email were requests to cancel my order. I did receive one response from "Zac" who said my order should arrive between 4/20-4/27. I finally called both Pondmegastore and Treasure Island Aquatics today and was not able to speak to anyone as I got an answering machine at both places. I did leave my phone # but doubt I will ever hear back from them, similar to the experiences of other customers who have also had negative experiences with them. I guess my only recourse will be to contact the Better Business Bureau in both Ohio and Florida.
I had ordered 30 trap door snails for my pond on May 30, 08, paying $48.75. When they arrived the following week 7 of them floated. Not knowing anything about the snails I called the Pond Mega Store and was told they were dead and to send an email explaining what happened and that the snails would be replaced. An email was sent the next day. This was the first week in June. Im still waiting for the snails to arrive!
I have not heard a word on the replacement snails. I have called multiple times, leaving multiple voice messages, and have sent several emails with not one response. I happened to call again a few weeks ago and sounded like I caught the owner walking out the door. He said he would have the snails mailed out monday. Hmmm......I wonder which monday he meant? Still have not seen them!!!! It's been over 7 weeks. This is extremely POOR CUSTOMER SERVICE!
I absolutely hate it when companies take your money for products and services and then have nothing to do with you when you have a problem or complaint. I will not be recommending this store/web site to anyone.
MADE A PURCHASE THROUGH TREASUREISLANDAQUATICS.COM AND RECEIVED MY SHIPMENT FROM POND MEGASTORE. I GUESS THEY BROKER OUT THEIR PRODUCTS TO POND MEGASTORE. I WAS NOT PLEASED WITH THE QUALITY OF THE PLANTS I RECEIVED FROM THEIR COMPANY. PLANTS WERE SMALL AND NOT OF GOOD QUALITY.