CWD Pond Reviews 219

Excellent service. Would use again.

These guys are fantastic !! easy to deal with , loads of free advice , knowledgable , my go to place when I need advice or products

Brought our bespoke glass from CWD , great service, quick delivery, would highly recommend

Great advice on purchases, great support and advice during build, great follow up. Videos are very helpful.

Great company fast delivery and communication is 10/10 on the phone if you have a problem.

pleasure to do business with and nothing to much trouble helped with all my questions and item was spot on

Got what I ordered in time good quality and looks great

Good communication and good quality products and knowledgeable

So easy to order from and fantastic delivery time

Quick delivery great communication! You tube videos very helpful.

Very helpful and knowledgeable

Fast delivery great quality far better than I expected for the price

Excellent service from Jo and Karl

Before my review, be aware that you can get your pond glass directly from CWD's manufacturer (TuffX Glass, I believe) for cheaper, better service, and faster delivery. CWD will purchase the glass on your behalf and deliver it to you unless you request delivery to their site, which caused a huge delay for me.

Secondly, be cautious about what work is paid for. They will only do the bare minimum (or less, in my case), even if it inconveniences the customer. Check their other 1-star reviews for similar issues.

I ordered my liner and glass on 27/03, and it was installed on 21/05, two months later. I paid £350 for them to install the liner and window, which took about 90 minutes. This is the most expensive trade work I have ever paid for on an hourly basis. Even including their travel time and fuel, it was extortionate.

The order took two months to arrive. A month was wasted because changing the delivery address restarted the initial three-week lead time. Three days were wasted between initial receipt and inspection when damage was found. Another week was wasted waiting for installation due to a slight chance of rain each day, despite good forecasts. In one of your YouTube videos, you fit a window in light rain and stated that 'a little bit of rain wouldn't stop you.' Yet, the day you chose to fit it had worse weather than the previous days.

Not fitting the underlay: When I placed the initial order, you included underlay, which I only found out about when questioning the higher price. You delivered the liner and underlay to my house instead of storing it yourself. I asked by email on 03/04 if you were going to fit the liner and underlay, but you never replied. Two months later, the day before fitting, you told me I needed to fit the underlay myself. For the price, I expected you to do this simple job. I did what I could the evening before you arrived. Anyone would assume you would fit the underlay if you included it without telling me. Please communicate this upfront if you disagree.

Not completing the work I paid for: Because CWD fit my underlay (which took them 10 extra minutes as stated in their video), they did not finish fitting the liner. £350 for 90 minutes of work, and 10 extra minutes was out of the question? If a pond liner doesn't hold water after you've left, you haven't finished fitting it. The underlay covered the bottom drain plate seal, which was difficult to remove with the liner on top. It took me 15 minutes due to awkward access, whereas it would have taken seconds before the liner went down. They suggested I watch their YouTube videos to learn how to do it myself, yet it only took them 3 minutes in one video.

No real apology after waiting two months. If you were sympathetic towards the two-month lead time, you would have happily spent the extra 10 minutes fitting the underlay or finishing the liner.

Filming a video without my consent: I learned when you were leaving that you had been filming a video, which included my children, house, garden, and name on some packaging. ASK FOR PERMISSION. Spend less time filming YouTube videos and more time on the job.

Terrible, sometimes non-existent communication: All of these issues could have been avoided with better communication. I contacted you first every time, yet I was lucky to get a response 50% of the time. If you tell a customer you will get back to them, call them back. Don’t send an email or text regarding something important like installation dates or damaged goods needing to be returned. Please pick up the phone!

You should allocate more than enough time to finish a job to the customer's satisfaction. Legally, the contract was to fit the liner and window, but you never finished fitting the liner. If you had an issue, it should have been communicated before leaving.

Their business model is to do the bare minimum and maximize profit. Do not use CWD.

Very prompt service and a great product. Used it to successfully fix multiple holes in pond liner.

Great service I ordered box weld liner ,and was delivered in 3 day's.

Great delivery time and also really friendly om the telephone.

Great advice given from a firm who know their job well.
Jo went the extra mile when technology not working as it should that day for both parties!! Delivery as planned from a helpful courier.

Great service and would definately use again

Excellent product, superb customer service and support. Definitely recommend CWDSandbach.co.uk