Aqua-Flo Supply

Updated 8/19/23: The owner reached out to me directly to "make this right," refunded the item at issue (and chipped in a few items for free, which I didn't ask for but was appreciated). The business did the right thing here to fix the bad customer experience, which is commendable, updating rating from one star to four. Original Review: Sharing the befuddling and bizarre customer service experience I just received in my first visit to Aqua-Flo. With the preface that I went to Aqua-Flo rather than Amazon because (a) it's the right thing to do, and (b) when you've shopped local and something doesn't work, you can go talk to a human being to help solve the problem rather than dealing with a Bot and mailing in a return. In this case, just lighting $100 on fire and starting with Amazon would've been the better choice. The detail: I recently inherited a small backyard fountain, didn't want to use the DEFCON-5 chemicals that had previously been used to keep it clean, so I called Aqua-Flo to inquire about filters. They told me they had the right product, I went in, they pointed me toward a specific filter/pump and actually upsold me on the more powerful, $85 version. Totally unnecessary for this small fountain, but fine. Turns out the product works as a pump but did zero filtering, which seemed apparent after reading up on it online (it's more of a pump than a filter). I took it back to Aqua-Flo but they refused to exchange it since "it had already been used". Of course it had been used, that's how I learned it didn't work. I spoke with the same person who sold it to me and explained that they had sold me a product for a specific use case - about which I'd been very clear - and the product hadn't worked for that use case. It shouldn't matter whether it doesn't work because it was broken or because it was never intended for that use in the first place, either way it doesn't work, and the experts who sold it to me should take responsibility and exchange it. Notwithstanding that flawless logic, the employee was unmoved, and I've requested a call back from a manager or owner. If the owner does "make this right," I'll update this to note as much, but even in that case the outcome of all this will be three trips to a store just to end up in the same place I started.
Sep 7th, 2023

Convenient, and courteous service. With the supply chain disrupted, they have still gotten my parts in a reasonable time. Thank you
Nov 10th, 2020

Sep 30th, 2020

Jun 1st, 2020

Mar 12th, 2019