Pond Megastore Reviews (11)
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Pond Megastore Rating
Address: 2828 11th St SW, Canton, Ohio, United States, 44710-2164
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Purchased plants and floating plant rings from this company. I had to email 3 times to finally get my order shipped. They never did provided tracking information as they indicated. The floating plant rings were described on their website as 12" diameter. They arrived and are 1.'5" in diameter . They are to large for my pond. I emailed their "customer service " 3 times inquiring how to return them. No response from them.
I think they have beautiful plants if you can get them.
This year the excuse is pandemic.
I'm not sure what the excuse was 6 years ago when my plants were 2 weeks late.
Anyway I have had it with them and they have apparently had it with me, despite me spending almost $500. If I get credited for the missing $200 worth of plants and snails, I'll be happy but I am still upset by the way I was treated.
6 years ago and today I was insulted. Today, I was basically told not to order from them again. No worries, I won't. What kind of business person tells someone not to order anything again? How about apologize and try to resolve issue by phone or email? Not Zak from the Mega Pondstore!
I'm the one that didn't get the items I ordered. After I couldn't get ahold of anyone at the Pondstore, I contacted my bank to have the charge removed for non receipt.
Suddenly I get an email from the Pondstore with excuses of how I could have emailed them and called them, blah, blah, blah. I tried. That was the email where I was basically told not to order from them again. I spend $300 on plants and tadpoles. Another $200 on snails and plants, which is suppose to be credited.
Considering the amount I spent, an apology would be in order instead of being banned from ordering from the site.
I placed an order and was charged for it in March. After a long wait (understandable due to weather), my order was finally shipped. When I received my order I had two issues with it - firstly , I was missing one item which was marked on the invoice as unavailable, and secondly the plants were packaged terribly -my lily was nothing but a few scraggly brown, wilted leaves and the pennywort was all bent and twisted into the mud it came with. I immediately took photos and the next day emailed the company with photos asking when I could expect a refund for the item not shipped and asking if I could get replacements or my money back on the two items that arrived in terrible shape. They did not reply and two emails later, I have still had zero response from them !
***, Again this has to deal with the placement of the lilyThe lady who instructed you it can overwinter UNDER ice not in itAnd we assume ALL ponds are built to freeze guidelines for your areaIm sorry for the miscommunication but as we talked at length on the phoneNO lily tropical or hardy will survive at 12" in [redacted] wintersYour pond needs to be deeperGlad you know that now and good luck overwintering it indoorsThe lily was $not $40-$as are other excessive incorrect statements in ***'s complaintYou told me on the phone you were fine with our solution and would have your wife choose one of the tropicals - so thats funny you no longer seem to remember it that wayWe have an ALIVE ARRIVAL guarantee on our plants ***, since you like to read up you understand that is as far as we go with the guaranteeIf ANYTHING looks like its in less than great shape you can call us or email us immediately on arrivalWe are NOT responsible for your care of the plants or how you build the pondEvery car manufacturer guarantee is based on how you treat the carWe have also had a customer plant a waterlily in a windowboxBecause they could not figure out if it had to be planted in waterThat is the point we made alive arrive guarantees and your conveying the same thingWe will have no clue all the possibilities some customers treat their plants, many want to grow them in vases insideThey wont last in any of these situationsHope you can figure out that required depths for lilies is important and that we wont guarantee what you do with them
I have spoken to ***, the person who was actually on the order not [redacted] on at least occasions the past weeks***s pond is not deep enough to support a perennial water lily in **They do overwinter just fine but as with all plants need to be planted properly [redacted] agreed a few days ago after discussing at length how he can overwinter a lily possibly indoors (not what they are intended for) he was going to go with a red tropical lily which we would provide at cost (about 40% of the retail price) and I was going to offer it to him now that he understands his pond was not deep enough for ANY lilyWe are not going into grave detail with each customer on depth of the pond - we assume they built them properly to overwinter plants, we offered perennial and annual water liliesPerennials will overwinter in [redacted] I you plant them properly which was the cause of lily deathWE HAVE AN ALIVE ARRIVE GUARANTEENot a month lily guarantee [redacted] the buy was happy with the solution but for some reason his wife [redacted] is notSince we both agreed to the solution it stands though because she wants to slander out company I will retract our offer in hoursEither choose what [redacted] agreed to as a solution or I will not offer anything beyond the Alive arrival guarantee which expired in AUgust of last year well before the lily perished due to being planted in a position it could not overwinterI am sorry your pond is to shallow to overwinter any hardy lilies but its a design issueWe did not send you a baad plantEmail if you want a tropical that [redacted] agreed to within hours or I wont offer you anything furtherThe offer is with the buyer [redacted] - not ***
Online purchase of water lillies and fertilizer ($31) totalling $ 269.38. Water lilies arrived limp almost dead and were handled and planted as per instructions but have not revived. Owner has refused to refund or provide any replacement. The owner has also been very rude, calling my daughter an i
t when she was trying to explain the problem and hanging the phone during the complaint. He alleged I wasn’t ready for plants, which I was having bought all the planting supplies and did all as per instructions. But these lilies were delivered wrapped in plastic in an unmarked box without any refrigeration or adequate padding hence their almost dead upon arrival status. The wrapping and look of the plants delivered was completely different from the business videos showing proper packaging and healthy plants.
was very nice when placing the order of pond plants and also nice when calling about them. We contacted the customer multiple times regarding questions but no knowledge of our care instructions seemed to be familiar with customer on arrival and we were not contacted until just over one day after the plants arrived, at that time they had still not been planted in the pond. The story on when they were going to plant the plants and then subsequently that they did not follow the instructions given the photos provided voided our guarantee. We offered to assist multiple times but then the story changed when she found out we would not guarantee plants not planted on time (We called as late as Saturday that week and they were supposedly finally getting planted after the party) a few days later the customers daughter called and tried to get new plants and stated they were actually planted days earlier when we have texts emails showing they had not been put in the pond as of Saturday morning. Even later when in the pond they were not deep enoguh to cover the stems. Both the customer and daughter railroaded phone conversations until we simply hung up. We do not take abuse from customers, we have planting videos and guides. Just because they were not planted properly the first time does not entitle someone to free items. The daughter was extremley rude on the phone and changed the story to try and get new plants for her mom. Much of her (doaughters) timeline was false after we stated we were not guaranteeing plants not cared for on arrival. We offered replacements at a discount since they know knew what to do with them but that just outraged the daughter.
Revdex.com:
t and hung up on her. Never did he offer any replacement or refund, discounted or otherwise, as he writes in his response to Revdex.com. If he had, I wouldn't have taken my time to report his dodgy business.
I have reviewed the response made by the business in reference to complaint ID 13***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was not surprised to receive your letter with Pond Megastore's deceitful response to my complaint as it seems nothing is beyond what its owner *** will do to shirk responsibility. Contrary to their marketing videos showing beautiful plants coming out of well packaged and labeled boxes, mine came out completely limp like dying lettuce wrapped in plastic bags in an unmarked flimsy cardboard box. They arrived late Thursday afternoon. I placed them in a tub with pond water immediately and as per their instructions, called and emailed Pond Megastore first thing Friday to inform them of the plants' poor condition. Later that day, the owner *** called back. When I said I wasn't happy with the plants and their nearly dead condition, he hung up on me. And that is the way this company does business.
They have a very nice phone representative called *** with whom I exchanged emails and phone calls prior to my purchase. Once their product arrives and it is in poor negligible condition, they blame the customer.
Everything in Pond Megastore's reply to my complaint is twisted to what actually happened. It was the owner who not only hung up on me but later as my daughter tried to help, called her an i
Regards
Again we have documented the plants were not cared for or planted properly. The non living items never returned for a refund which the customer is free to do. We have no further offers to make with the customer because this is not covered by a guarantee because of how they documented their own treatment of the live plants which were never cared for because the customer did not understand what to do with them when ordering and mishandled them for days until they were in really bad shape.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.*** - again, you are missing the pointI fully understand your arrival policyI am not disputing that factWhat I am disputing, however, is that I purchased a plant completely upon the recommendations directly given to me by your staffI planted it per their recommendations, and attempted to over-winter it with their recommendationsAt no time in any conversation (despite my clear communication about the size of my pond, depth, and that it would definitely freeze solid), was I given any warning about the certain death (as you seem to think a fact that seems so obvious)Had this been the communicated, I am sure my course of actions would have been considerably different.You referenced a car manufacturer - but if that same car manufacturer recommends certain habits, you follow said habits, then those exact actions lead to failure....isn't it then the responsibility of the manufacturer who's faulty recommendations lead to the issue?Placement was made with the explicit instructions of Pond MegastoreOverwintering procedure was done explicit to the instructions of Pond Megastore.Our conversation on the phone must have sounded differently to you - I was never happy with anything else besides the additional information (for which I thanked you)I was going to ask my wife which one she liked as I thought it would be most efficient when asking for a replacement to know exactly which one she would like and would work in our pondI fail to see anything funny about the situation.The lily was $25, plus shipping brought the total in the $rangeExcessive, noInaccurate, slightly. You have no argument about not understanding how I was to care for this plantI explained in detail my pond (depth, volume, location for sun), my climate, and my concerns on multiple occasions.Furthermore, the statements made to my wife on *** and on here are uncalled forWhile you may not agree with me at the moment, you and your company are in the position of authority over this topicThus, you cannot defer blame to me for following instructionsFurthermore, no matter if a customer is wrong or right, they deserve to be treated with respect and dignityThe first instant myself or my wife showed any sign of not agreeing *** instantly began degrading my wife and belittling us. I am still expecting a full apology to my wife for the inappropriate comments here and on **I also expect an admission that Pond Megastore gave me faulty instructions on the recommendations and care of this plant for wintering in a climate fully explained to the companyFull resolution will be complete with a replacement plant, at which time I will cease any and all communications of any kind to, and about this company
Regards,*** *** ** ***
I ordered plants from Mega Pond Store for the first time. I received my plants, and about half of them were yellow. It was extremely hot when I received them. I don't think it was anything wrong, other than the heat. I sent a email to them, and they responded immediately. They were so nice and sent me a new shipment of plants!!! They were perfect. I will definitely buy all my plants from them in the future. They customer service and response was spot on!
[redacted], Again this has to deal with the placement of the lily. The lady who instructed you it can overwinter UNDER ice not in it. And we assume ALL ponds are built to normal freeze guidelines for your area. Im sorry for the miscommunication but as we talked at length on the phone. NO lily tropical or hardy will survive at 12" in ** winters. Your pond needs to be deeper. Glad you know that now and good luck overwintering it indoors. The lily was $25 not $40-$50 as are other excessive incorrect statements in [redacted]'s complaint. You told me on the phone you were fine with our solution and would have your wife choose one of the tropicals - so thats funny you no longer seem to remember it that way. We have an ALIVE ARRIVAL guarantee on our plants [redacted], since you like to read up you understand that is as far as we go with the guarantee. If ANYTHING looks like its in less than great shape you can call us or email us immediately on arrival. We are NOT responsible for your care of the plants or how you build the pond. Every car manufacturer guarantee is based on how you treat the car. We have also had a customer plant a waterlily in a windowbox. Because they could not figure out if it had to be planted in water. That is the point we made alive arrive guarantees and your conveying the same thing. We will have no clue all the possibilities some customers treat their plants, many want to grow them in vases inside. They wont last in any of these situations. Hope you can figure out that required depths for lilies is important and that we wont guarantee what you do with them.
I have spoken to [redacted], the person who was actually on the order not [redacted] on at least 3 occasions the past 2 weeks. [redacted]s pond is not deep enough to support a perennial water lily in **. They do overwinter just fine but as with all plants need to be planted properly. [redacted] agreed a few days ago after...
discussing at length how he can overwinter a lily possibly indoors (not what they are intended for) he was going to go with a red tropical lily which we would provide at cost (about 40% of the retail price) and I was going to offer it to him now that he understands his pond was not deep enough for ANY lily. We are not going into grave detail with each customer on depth of the pond - we assume they built them properly to overwinter plants, we offered perennial and annual water lilies. Perennials will overwinter in ** I you plant them properly which was the cause of lily death. WE HAVE AN ALIVE ARRIVE GUARANTEE. Not a 9 month lily guarantee. [redacted] the buy was happy with the solution but for some reason his wife [redacted] is not. Since we both agreed to the solution it stands though because she wants to slander out company I will retract our offer in 24 hours. Either choose what [redacted] agreed to as a solution or I will not offer anything beyond the Alive arrival guarantee which expired in AUgust of last year well before the lily perished due to being planted in a position it could not overwinter. I am sorry your pond is to shallow to overwinter any hardy lilies but its a design issue. We did not send you a baad plant. Email if you want a tropical that [redacted] agreed to within 24 hours or I wont offer you anything further. The offer is with the buyer [redacted] - not [redacted].
I was given a a waterlilly for mothers day from my children. My son had trouble getting the shipping sch eduled. When the plan arrive the end of June we planted it per instructions in the shipping box. 3 weeks later it did not survive and I called to either get a refund or a replacement. Because I didn't call within 24 hours and send a picture the only thing they would do is send me a replacement at cost and also charge me shipping. Horrible replacement policy. The rep was accusatory and said people ask for money back when they let boxes set on their porch for days, don't plant them properly, or the ducks, turtles and deer eat them. Lots of excuses! Don't purchase from this company!! No good reviews, only bad.
I spoke with Patsy Arnold today, she agreed her waterlily arrived in good condition originally.
We have a live arrive guarantee. Anything arriving damaged or in less than good condition we ask to be notified immedietly. This is mainly a way to note if there was any issue on arrival and like many live order (animal or plant companies) we need to be sure the boxes are attended to. That was not an issue here but the policy is a way for us to separate unattended orders from legitimate orders.
On our site is a full layout of the guarantee on live goods. Reporting damage or otherwise imperfect items on arrival extends a guarantee. If not notified we still want customers to report any issues at the first sign of stress or issues so we may help determine a cause to the problem.
In this case, the waterlily was planted in a container and (all according to Ms Arnold) placed next to a dock on a sand pit lake.
She said it 'slowly deteriorated or disappeared'.
We were not notified of any problem, not provided any photos or contacted during those passing weeks.
Now the plant is 'gone' and nothing to take a photo of.
We will not freely replace an item we were never made aware of any issue in a timely manner, provided no documentation of the item being in poor condition.
According to the customer this is a natural pond/lake with ducks. Ducks do eat water plants (vigorously) and the customer.denied that could have happened. Also in open ponds turtles, deer, muskrats, and a variety of other wild life feed on waterlilies. In mass this is not too much of an issue but a single lone plant is often easily nippled to death by wildlife, these should be fenced in and protected until established in a new area.
We do not have any idea what did happen to this plant.
We offered her a replacement lily at our cost plus shipping (34% of what it normally costs) she was mad the entire phone call accusing my employee and I of being terrible and demanding a new policy or she would write a negative review to the Revdex.com.
We leave the offer open if she would like a replacement however we cannot let customers demand new items without any help to us on what the problem is. She admits we delivered a good plant and neither of us know what happened to it in the water.