UK Water Features Reviews 1.753

I ordered a fountain cover on 25 November with the promised Next Day Delivery. On 3rd December I sent an email asking where my order was. No reply. Finally received my item on 17 December. Stamped with Next Day Delivery!!!!

Their aftersales service is phenomenal

On a number of occasions, due to work going on, I totally messed up the delivery dates etc.

This was never a problem for this company who went out of their way to help me

The Sales Department needs to be especially proud of their employe Charlie who was my main point of contact and never failed to assist

When the product was delivered it was in a plastic mail bag. The bag itself was intact, however on opening the bag both the pump and the power pack were out of their product boxes and the pump case was broken. There was no protective packaging around the products to protect them. I immediately emailed the company with photos and explained the breakage was due to poor packing. A replacement pump was shipped but when it arrived it too had no packing and the pump was out of its box. Luckily it wasn’t broken although I have yet to test it.

Just arrived today, Thankyou.quite happy with order, easy to order and track.

We ordered a quite expensive solar pump and sadly after one summers use, it stopped working. As it was just outside of the one year guarantee ukwaterfeatures were not interested in helping to repair it. We offered to pay to send it back and get it looked at but they still weren't interested. We reminded them that our consumer rights dictate that they are responsible for ensuring that products function for a reasonable amount of time, whether it is in the warranty period or not. They still weren't interested in helping. So don't expect anything you buy from these guys to last for more than a year. Very disappointing.

Customer service very good,
delivery of 2 damaged preformed ponds not.
The packaging the first pond was delivered in was too flimsy for the delivery process as was the replacement.
Needs better packaging

A well made fountain cover does the job.In addition the service was very good.

I ordered, as advertised,a water feature pump with a 10 m cable . I had prompt delivery of one with a 2m cable. When I complained, I received a prompt apology and the promise of the correct item. I then received another pump with a 2 m cable. This has now happened 3 times! I would be grateful for the correct item or my money back! The one star is for prompt response, however since my 3rd request for the item or a refund,I've heard nothing!

Very fast delivery and great customer service. Have already recommeded to friends and family.

Had a problem with the product trough no fault of UK Water Feature, they sorted it and replaced the product straight away. Great service

An error was made by not sending the correct number of items. But rectified the situation very quickly and efficiently after being notified of error.

I have telephoned this company 3 times and left my details. I am still waiting for them to respond as I have a question I would like answering prior to placing an order.

I have ordered a bamboo water feature from this company paying £30 more than another company whom I’ve had trouble with. The item was in stock and it said delivery between 3/5 days also I would get emails to say once it’s been posted. I’ve heard nothing . I’ve tried to contact support on web site and they are still ignoring me 2 days later even though it says we usually answer with in a few hours. Their website says it’s a family run business that was set up because of how they were treated themselves by internet companies. Maybe they should start again valuing their customers.

Service was prompt . Incorrect product was rapidly replaced with no hassle .
A pleasure doing business with this company .

I bought a Fabriano outside water feature. It looked great and suited our contemporary garden. We purchased in the Spring last year. The box remained in the garage for 3 weeks until the electrician could install for me. At the end of the season, I drained the reservoir as suggested and covered with plastic sheeting and a plastic tub. This Spring I discovered the outer areas had been eroded/punctured in two places. I showed this to the company. As my purchase date was several days outside of their one year warranty (cf installation date within 1year), they just said I should provide fibre glass filler and paint to repair. As I said , the feature looks great, but shouldn’t be that vulnerable to the elements in one season. Their customer service was prompt, professional but didn’t think they got their response right

I reported that all but one of the LEDS had failed in my Stainless Steel Sphere in Bowl Water Feature with LED Lights 5 days after 12 months of when I placed my order (not when it was delivered) which could only be seen by looking directly down on it. Customer services didn't try to help saying that they didn't stock the LEDS anymore and had no plans to stock them again, couldn't even tell me where else I could purchase them.

I've bought two water features from this company. One has always operated trouble free, the other less so.
The mark of a company isn't that nothing ever goes wrong, but rather, what they do when it does. Customer Service here has gone well over and above to ensure that I'm happy with my purchase and that it operates properly. Emails are always answered promptly and spares despatched quickly. I felt that they were really invested in my satisfaction, and this is why I highly recommend them.

Excellent service . The plug provided was suitable for European market but when I commented about this I was sent a new cable with a UK plug . I was really impressed with that .

Initially we were sent the wrong item (hence the four stars) but eventually it was all sorted out -took about a week overall- and we got the item we wanted and the company got their 'wrong item' back. Can't fault the sales staff who managed everything superbly. And the good news is that we are happy with the water feature item too. No problem in recommending this company.

I would have rated my experience 5 stars if it were not for the absence of a dedicated customer service/ after sales care telephone help line on offer; no live chat option is available (contrary to what the website says) and all queries (pre and post sale) need to be emailed. To the company's credit, they do reply to emails within 24hrs but I think most customers, like myself, would prefer to be able to actually speak with someone, particularly on technical/initial set up issues.

That aside, I am extremely happy with my purchase. Delivered the next day, set-up was reasonably straight forward and both the pumps purchased seem, so far at least, to be working well and are performing as marketed.