Pond and Fountain World: Customer Contempt

In June, 2011, I purchased a three-tiered fountain from Pond and Fountain World, 11816 Shelbyville Road, Louisville, KY  40243.  My salesperson was Paul Peterson, a more worthless individual I've not had the misfortune of meeting.  I chose this company on the assumption of quality and service yet it's clear my assumption was invalid.

Due to the size of the fountain, and due to my own physical liabilities, I chose to have the fountain professionally installed by Pond and Fountain World.

During the installation, I noted that the top tier had been broken and repaired.  The installation personnel agreed and they proceeded to call Mr. Peterson who relayed that the broken piece would be replaced.  That fact was noted on our receipt.

I waited and, upon hearing nothing regarding the replacement part, called Pond and Fountain World to follow up.  I was told someone would look into it and call be back.  No one did.  Again, I called, relayed the story and was told that someone would call me back and, again, no one did.

In the fall (September, 2011), I spoke and corresponded with Mr. Doug Stovall who was the first person with whom I spoke who seemed to have a genuine interest in resolving the issue.  We discussed the fact that the season was winding down and it would be best (for THEM) if the replacement part in question was shipped along with other parts , but that could take months.

Foolishly, I agreed to wait until spring to have this resolved.  I thought my reasonableness would be rewarded but, alas, it was just another stall.  In March, 2012, I contacted Pond and Fountain World, asked for Mr. Doug Stovall and was told that Mr. Stovall was no longer with the company.  Once again, I told my story (this time to a fellow named “Mike”, and once again, I was told it would be handled.

In April, 2012, I unexpectedly received a small palletized shipment at my home which proved to be the replacement part.  As I was involved in other matters, the skid sat, literally untouched in my driveway until June 17, 2012, when I opened it and prepared to replace it and, nearly a year after its installation, finally have it complete.

The part in question was broken.

I called Mike on June 18, 2012, relayed the information and my profound disappointment in same.  I proposed that the company offer me an adjustment as, after the time and effort, I had decided to resign myself to settling on a two-tier fountain.  Mike’s response was to tell me that they did what was expected and to essentially tell me that their responsibility has ended.

I guess that’s my reward for being reasonable in the fall and not having been more demanding.

He did say that he would pass this along to “his supervisor” but, like every other time they said that they'd "get back with me", they didn't.

Not returning a call or two is a mistake and to err is human.  Continually being ignored by multiple individuals is indicative of a fundamental dysfunction at the corporate level.

I must say that I cannot recall having done business with another entity quite like Pond and Fountain World.  In 58 years, I have never had the occasion to write a letter such as this, but if there were ever such an occasion, this is it.

Do business with these rogues and charlatans at your own risk.