Water features 2 go www.waterfeatures2go.co.uk

Purchased water feature under 2 year warranty. Failed within a year. Refused return and told to put silicone on it to stop leak. Worst customer service ever. Avoid!

When I ordered the water feature, I was a little nervous seeing some of the negative reviews, especially around customer service, but took the view that most were during lock-down so not unexpected to be operating at reduced levels. Unfortunately our water feature developed a manufacturing fault with badly bubbled paint after a few weeks. After initially approaching the manufacturer they instructed me to contact the supplier.

I have to say, the customer service could not have been better. The lady on the phone was understanding and quite reasonably asked me to send a couple of photos to their customer services email which I did on Friday afternoon. I got an automated email with a ticket number and advice that replies may take 3-5 working days (fair enough). However, on Monday I got an email from customer services confirming that a replacement was being sent, asking me to dispose of the faulty one and suggesting I retain the pump as a spare. On Tuesday morning the replacement arrived.

How good is that? and in the midst of a global pandemic too! Really couldn't ask for better service.

I recently had a very bad experience with waterfeatures2go. I bought a blue cascading water feature from them last June which had been reduced to about £75. Last week, I uncovered it and found that, despite emptying it of water after Autumn, the large base container had broken in three. Since they were offering a 2 year warranty, I contacted them the other day and they said "tough," we don't cover frost damage. This is idiotic since all their products are bound for the garden. Aldi today emailed about an identical blue water feature, available from April 24th on line, with free delivery, unlike the £4:95 delivery charge from water features2go. Aldi offer a 3 year warranty and it is available in store from Thursday, 26th April. Don't think about it, buy from Aldi! Waterfeatures2go have rotten customer service and warranty.

St Andrews.

Bad customer service - poor warranty!

In June, 2017, I ordered a blue, cascading terracotta water feature from this company. The solar panel didn't work, so the company replaced it. It looked good and worked very well. Three days ago, when the weather in St Andrews was excellent, I took the Winter cover off the water feature to find that the large bottom container had broken into 3 parts. The company claim a 2 year warranty on their products, so I contacted them for a replacement to be told that not only did they not have any spare blue bowls but their warranty does not cover frost damage. One would have thought that terracotta was frost resistant, because it certainly hasn't been a hard Winter here, but since most of their products are destined for the garden, it seems crazy that frost is not covered by their "2 year warranty." What is the warranty for? Be warned and do not buy products from this company if they are likely to be hit by frost. Our feature was even covered for heavens sake and did not contain water, since we had emptied it for the Winter. Be warned!

We bought our latest one in October 2015 from water features 2 Go. Big mistake! (We have had two similar water features from different companies, lasting 5 and 8 years, respectively, with no problems - despite temperatures sometimes well below freezing). We took precautionary measures with our 2 Go feature before frosts, covering with insulation then a waterproof cover (as we had with the previous two). We changed the water several times to avoid algae and frosts here by the sea are much less severe than at our previous locations. The ceramic globe was kept dry (so any additive is irrelevant). The globe developed cracks/chips on the top, not near the water, within 15 months. 2 Go say this is 'fair wear & tear' and 'we did not go by their terms & conditions' (which we never received in our original package and were supposed to check these online). They refuse point blank to give us any compensation - the globes are no longer available anyway. Do not purchase water features from water features 2 Go, unless you are prepared to dismantle & take inside during the winter as suggested by the company! Appalling customer service.

Ordered a £300+ water feature from this company which was showing as avaiable for delivery within 2 to 5 days. Perfect! A week later and no water feature, no shipping notification, in fact nothing since my order acknowledgement. Checked the website, still showing as 2 to 5 days for delivery so contacted them and they were still waiting for stock from their supplier and delivery would be at the end of the following week. So much for 2 to 5 days then. Having made it clear that due to the size and weight of the item we needed to ensure someone was home to accept delivery we were given a specific day. That day has come and gone, unlike the water feature which has yet to make any sort of an appearance. Another email rattled off and an apology received as the stock arrived later than expected. No apology for the fact that we'd told them someone would have to wait at home for the delviery and they didn't even have the decency to contact me to advise it hadn't even shipped. I'm now at the point of cancelling the order entirely.

Communication, such as it is and it's never proactive, has been polite but that's of little consolation when the information given isn't accurate and the goods are still not here. I'll never use this company again.

Waterfeatures2Go - Steer clear of them!!

I purchased a Newcastle Barrel with water pump as a wedding present in September and before wrapping it up a couple of weeks later, I found on inspection that the product had a defect to the resin lining and damage to the wooden barrel. Upon sending photography's and asking for an exchange, I was told that the company couldn't do anything about it as it wasn't reported within 7 days. Nowhere in their T&C's did it say that damaged goods must be reported within 7 days but instead "immediately upon delivery" which is utterly ridiculous and unreasonable. Everytime I spoke to them they made up some other excuse and the T&C's changed each time! I've had nothing but excuses from them. The product that was sold to me was not fit for sale in the first place and therefore I have the statuary right to a refund. Having read many other similar reviews to mine about this appalling company, I would strongly advise not purchasing anything from them. I certainly wish I hadn't!!

Beautiful water feature ideal for a small/medium garden. Has the gentle, relaxing sound of water. Easy and clear instructions. Delivery and packing excellent. Would thoroughly recommend this item. We love it!!

I ordered a water feature from this company. It was described as "new". when it arrived the packaging was torn and the internal packing material was broken. When we unpacked it the article was damp indicating that it had been used. Parts of the article had a calcium residue on them and there was a part missing although they claim it is not supplied. I have spoken to them several times and have now written two threatening letters. I have now had to go to the trouble of getting a report prepared detailing the faults. If I don't hear anything now I will take legal action against this company. My recommendation - steer very clear of them.

The feature is well made and the quality is very good.The sales staff went out of there way to help me to decide witch water feature to buy.