Geoffs Garden Ornaments Ltd — Attraction in Chichester

Review: A Stunning Fountain Worth the Wait — But Customer Service Needs a Serious Overhaul

I purchased a £2,500 three-tiered fountain over the phone, paying with my debit card. While the product itself is absolutely stunning — more on that in a moment — the customer service experience was deeply frustrating.

From the moment I paid, communication was virtually non-existent. I received no confirmation, no order details, nothing — and had to chase the company just to receive a receipt. That set the tone for the entire experience.

I followed up again to ask about delivery and eventually got a reply from an unnamed individual advising it would take six weeks. Fair enough. But after seven weeks had passed with no update, I reached out again — this time feeling genuinely concerned that I might have been scammed. A vague email followed, blaming staffing issues and suggesting further delays.

Weeks passed. I chased again. I was told the fountain was “just out of the oven” — whatever that means. Another couple of weeks passed. Still nothing. At this point, I emailed again (half-joking, half-desperate), asking if the fountain had cooled down by now.

Finally, after several months and multiple follow-ups, it arrived. All two tons of it.

And here’s the thing: it’s absolutely fantastic. Truly. The quality, the craftsmanship — it’s stunning. It now sits proudly in our formal garden and looks like it’s been there for a century. It was worth the wait..

Despite spending thousands, I received no follow-up, no apology for the poor communication, and no effort to check on my satisfaction post-delivery. It’s a real shame, because the product is exceptional — but the business itself feels like it’s being held together with string and needs some serious business consulting as do many small businesses run by people who can produce a great product, but have no business acumen or concept of how to create raving fans which makes the difference, (just take a look at thier accounts if you doubt what I say).

The moral to this long tale, forgetting the business model…

If you’re looking for a truly beautiful, high-quality fountain, I would highly recommend this company for the product. But be warned: the customer service is dismal, and the process is not for the faint-hearted. Use a protected payment method like PayPal for peace of mind — and prepare for a long, silent wait. When it finally arrives, you won’t be disappointed — but getting there might...

I was very dissatisfied with the purchase of a fountain from this company. When I complained it was Geoff himself who responded by saying that the original fountain was "not in the best of shape and despite being repaired would never be a perfect product. So when making a mould from it the imperfections cast onto the mould as well so that when I made reproductions from it therefore every one that I produce has said imperfections". He never states these "imperfections" in his sales literature so clearly he is misleading potential purchasers. I would never buy anything from this company again. He...

Ordered one of their large Easter Island Moai Head stone statues over the phone. They were ever so helpful and I had left it a little late in ordering as it was a Mother’s Day gift. They arranged for an expedited delivery option for me and it arrived well-packaged and in plenty of time. The statue is fabulous and is now getting lots of attention in our garden and the recipient is over the moon with it! Thank you for such fabulous service, would thoroughly recommend this company without...