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Business Profile

Pond Supplies

Pond & Garden Depot
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:06/03/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a pond liner from Pond and Garden Depot 2022 and was late installing due to some health concerns. After I did get the pond up and running I had a slow or maybe considered a fast leak of 6 inches a week. I contacted Pond and Garden Depot but they said my installation probably caused it which is not the case. I have installed 4 previous ponds the same way at my former residences with perfect results. I am looking for a refund so I can buy a suitable replacement and reinstall it. thanks John
    Replacement or refund for the cost of liner which is $190

    Business Response

    Date: 06/12/2025

    We have spoken with Mr. ********* (I believe on several occasions) regarding his situation. While we are sympathetic to the challenges he is facing, as we explained to him, our warranty and replacement policy only applies to manufacturer defects. For liner products, such defects are rare and typically involve issues like tearing at the seams or separation of materials.

    Liner material is extremely durable and leaks or punctures, while rare, are not covered under warranty and are generally caused by external factors. That said, such are typically easy to identify and repair. We offered to assist Mr. ********* through the process over the phone. Unfortunately, he declined to attempt any troubleshooting or repairs and instead requested a full replacement for a product purchased nearly three years ago.

    While we believe we have followed our policies appropriately in this case, we do care about our customers and want to offer support where possible. If Mr. ********* is interested, we would be happy to extend a discount toward the purchase of a new liner as a goodwill gesture.

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