Evolution Aqua Reviews 

Great customer service....thanks

I need some parts for a very old bead filter, and the team was super quick to respond. There was some confusion, and the incorrect parts were sent, but the whole process was resolved very quickly indeed. Everyone that I spoke to was most helpful and communications were super quick. Mistakes happen, but the way in which they are resolved says it all. First class service and Super fast response from everyone I spoke with.

I'm so grateful for such great products that are put out by the company. So many times people blame the product, when it's usually the way your pond is set up or something else. I've used their products for 7 years and always very pleased with everything along with our Koi pond. I'll always continue to use your products and I thank everyone involved with the making, processing and shipping. Have a great rest of your year and I will continue to keep your products on hand as needed. "Great maintenance is the key to a big investment with a wonderful product."

5 years of clear water
​I’ve used Evolution Aqua’s Pure Aquarium balls since I started the hobby 5 years ago. I keep them as a permanent part of my maintenance routine because they genuinely help keep the water clear and mean I don't have to clean as often. Simple to use and they actually work. Highly recommend.

A friend recommended PURE Aquarium as I was and would still classify myself as a beginner in this field. PURE is simple to use, and my fish look really healthy.

Looking at the reviews prior to posting this I had a polar opposite expeirence as I had a couple of questions with just starting out and they were friendly and really helpful. Highly recommend for anyone just in the same position.

Obviously doing so well that they ignore faithful customers questions / emails. Do care how good a product may or may not be, if you don't have Customer Service, you are a Disgusting company and will loose my business!

I recently purchased an Eazypod Automatic with UV pond filter, at a cost of £849+ from supplier Swell UK. Upon going to install it, I discovered the UV was fitted with a european style mains plug. I enquired with Swell UK and Evolution Aqua whether they had supplied this in error, as clearly, I could not plug the UV in. Evolution Aqua advised me to cut the plug off and hard wire the product into the main power supply via an RCD. Swell informed me that Evolution has some EU stock and that to comply with UK regulations, they simply cut the plug off (except, they didn't do this in my case). Swell told me that to resolve the issue, I should cut the EU plug off and then either fit a UK 3 pin plug or wire it directly into the mains. This raised questions in my mind, because, I have had home appliances PAT tested, during which the testing engineer informed me that old fashioned UK mains plugs are no longer permissible under regulations; appliances now have to be supplied with integral moulded cables/plugs. Swell also informed me as follows:-

"Building Regulations Part P stipulates that electrical pond equipment such as pumps and filters should not be sold with a fitted plug when intended for permanent outdoor installation. This is to ensure that these items are installed by qualified electricians and wired into the mains supply via a proper weatherproof connection, often with and RCD (residual current device) for safety"

Fair enough, but, I do not expect to pay nearly £850 for a product which I then have to modify myself before I can use it, even if that modification simply involves cutting off a plug and preparing the wires for installation. The unit is now installed and everything is working as it should, so far.

Poor Customer Service.
Unwilling to deal direct with Customer problems of faulty parts.
Push all responsibility on koi dealers to sort.
They are expensive products so first class service should be there.

Bought an Eazypod auto and the whole experience with Evolution Aqua has been anything but easy. The unit is defective and they have refused to replace a defective unit under warranty, stating the fact that they only repair and not replace as this is 'policy' the warranty policy is nowhere to be seen on their website.

Their equipment is expensive and for that you'd expect a decent level of quality and service, this is anything but quality. My suggestion would be to save your money and look elsewhere for your filter needs.

Another pump and yet another problem!
This is the second Varipump 20000 that I have had supplied through Swell UK (whose customer services rates only marginally better than Evolution Aqua who actually have no customer service department at all). The first pump broke down after 9 months with several different fault codes, non of which made sense to anyone. This pump was "eventually" replaced under warrenty by Swell UK in May 2023. Three months later and the new pump failed with again several different fault codes, one month later and yes you guessed it, I am still waiting to hear back from Swell UK, and now Evolution Aqua deny any responsibility for their pumps saying that my contract is with Swell UK and not them, Something tells me that they need to fully understand British Consumer Law relating to manufacturers and their agents!

Purchase Bari pump 20000 error code E02 !!! Electricians checked power supply and confirmed all good so left with pump that’s useless after a month , awaiting response from supplier but not holding my breath £280 didn’t drain not to mention re-plumbing new pump in F joke

I think there veri pumps are rubbish that's the second pump that errors but never goes again won't be bothering with evolution crap no more sick of wasteing money and it's expensive for the quality

EA products literally must have no QC. Faulty dechlorinator burst and flooded my filter area causing electrical faults on other equipment, not to mention shutting my pond system down endangering the fish. So all in all, damage to other equipment, inflated water bill and all they did was replace the dechlorinator (which burst as well) and give me a small bucket of food in compensation.
You would have thought I’d learned my lesson with this company, but unfortunately I bought an automatic feeder from them. The battery went faulty literally after one season and they refused to send me a replacement. The other day the timer went crazy and emptied the entire contents of the feeder into my pond in one night. Had to try and fish it all out the next day, very annoying and wasted a lot of expensive koi food (god knows how much the fish actually ate and the consequent water quality). Feeder is now unusable. Rubbish products, rubbish service. Would never buy another product from this company. Stay away!

Absolutely magnificent customer service from Sandra earlier today after an initial false start with the receptionist ( computer says no, to quote Little Britain sketches ) who could do with some intensive training in how to deal with customers instead of trying to fob them off back to the supplier/retailer. The manual for my eazypod clearly stated to contact EA directly if there were any missing parts! I went through the parts list with Sandra in detail for all of the missing components, she then read it all back to me to ensure she had captured everything correctly. By chance my sister was travelling South back to my house and was within spitting distance of EA head office in Wigan and I politely asked if she could collect said missing items. Literally 5 minutes later Sandra phoned me back to confirm all the missing items would be available for collection within the hour! They were indeed and collected as promised. I normally only write negative reviews when something has gone awry/pear shaped, however I felt that I absolutely must write a positive review in this instance and praise an individual who has exercised common sense ( sadly very rare these days ) and gone above and beyond to help a frustrated customer who in this case was my elderly 86 year old Father. Sandra, you are an absolute diamond and it was a real pleasure speaking with you today and getting this matter resolved simply, amicably and without any fuss or drama, what a refreshing change it was from the normal red tape and obstacles in place that other companies insist one must abide by!

I have recently contacted there customer support about a purchase I made last year witch I have a problem with, they resolved it within 24hr. it was refreshing to have such great service as it becoming more and more rare these days. I will continue to purchase they're products.

I've had two items faulty out of the box in last 12 months. They really need to quality check the items that are sent out.
Varipump lasted 6 hours before shutting down with error codes and now a tempest which may as well be a sieve. Leaking from every seal on the waste tap, very poorly made.
When you go to complain they just hide behind the people that sold it to you. They don't send replacement items direct to customer but to the company that sold you items and they post to you. Bearing in mind generally when things go wrong or been altered to adapt something, time is of the essence for your pets health. Both times i had problems it was the people that sold me items were apologetic, not once did evolution aqua.
When ea products work correctly they work well and are reliable but allot of bad eggs getting through quality control.

Called up to get technical support for my pump and filter. Spoke to a lady who said they do not provide technical support over the phone. She then said refer to manuals online. I have already checked the manual and does not contain the issue which I am reporting hence I why I’m calling up.

She then says to me go back to the shop you brought the item from.

Why is this lady working at this company when she does not know anything about the products in the first place.

Rubbish customer services. They have no idea what their own products are. I even said I have a serial number and she then goes and says that is no use to them.

Would not recommend this company or any of their products. When purchasing items, they are friendly. When asking for technical support, non exist.

Do not come anywhere near this company.

I called up today 15/07/2021 @ 10:29am. Lady was useless and my issues has not yet been resolved.

Who do I go to now if the manufacturer cannot even help?

I needed a replacement pipe flange for a £180 4-inch ball valve. Evolution Aua don’t seen to sell these, they would rather I spend my money buying a new valve. I don’t think this is very environmentally friendly.
I emailed them (twice with no reply) I ‘phone them three times and was “fobbed off”.
Clearly this company DON’T have an internet sales policy and clearly, they only want to move my money into their bank account in large quantities whilst mucking-up our plant with surplus plastic.
Green taxes can’t come quick enough!