Dreadful communications. To call Cardiff sore there is no direct number, you need to call the 1800 number, then you have to select from 3 Qld regions, NSW/Act. Then once you select NSW, you need to se... Ver mais
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Veja o que dizem as avaliações
Could give five stars but I'm saving that for another time because I'm sure I'll be a customer again soon. This was my first time dealing with DPS and everything went smoothly. They had the exact prod... Ver mais
I accidentally over ordered a part (asked for three of an item, instead of two) and emailed the returns team advising of my mistake (after the payment had been made). I got an email back to say ‘no pr... Ver mais
A empresa respondeu
Just before Christmas I bought a spare part for my filter, unfortunately the one I ordered did not fit. I have an old filter and after some back and forth emails it was decided that the part I require... Ver mais
Detalhes da empresa
Escrito pela empresa
Pool and spa equipment, chemicals and spa parts. Largest pool and spa warehouse in Newcastle. Australia wide delivery of pool and spa chemicals, pool pumps, chlorinators, filters, pool cleaners, robotic cleaners.
Informações de contato
2/28 Pendlebury Rd, 2285, Cardiff, Austrália
- directpoolsupplies.com.au
4,0
Muito Bom
1 mil avaliações
Não respondeu a avaliações negativas
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Saved my pool’s life!
Knowledgeable advice
Kindly answered all my questions
Had the specific pump I needed in stock and got it to me in no time
Not a bad thing to say
Excellent service all round!!
1 de agosto de 2023
equipment arrived in a timely manner
13 de agosto de 2023
Great Customer Service
The phone operator who took my order. Exceptional customer skills
6 de agosto de 2023
Helpful staff on original request
Helpful staff on original request. Item arrived promptly and in good order.
5 de agosto de 2023
Very prompt delivery
23 de julho de 2023
Resposta da Direct Pool Supplies
Thank you so much for taking the time to leave us a five-star review! We're thrilled to hear that you were pleased with the prompt delivery of your pool and spa supplies.
At Direct Pool Supplies, we understand that our customers are eager to enjoy their pools and spas, which is why we make it a priority to get your orders to you as quickly as possible. Your satisfaction is our ultimate goal, and it's wonderful to know that we've met your expectations.
If you have any more needs or questions in the future, please don't hesitate to reach out. We're always here to help you make the most of your pool and spa experience.
Thank you for choosing Direct Pool Supplies. We look forward to serving you again soon!
Excellent service
Excellent service. Found a rare cartridge for my spa. Thank you.
10 de julho de 2023
Resposta da Direct Pool Supplies
We're absolutely delighted to read your five-star review—thank you for taking the time to share your experience with us! It's fantastic to hear that you were able to find the rare cartridge you needed for your spa.
At Direct Pool Supplies, we pride ourselves on offering a wide range of products, including those hard-to-find items that can make all the difference in your pool or spa experience. Your satisfaction is our top priority, and we're thrilled that we could meet your needs.
Should you have any more questions or require further assistance in the future, please don't hesitate to reach out. We're always here to help you get the most out of your pool and spa.
Thank you for choosing Direct Pool Supplies. We look forward to serving you again soon!
After we paid for our order in full…
After we paid for our order in full going on 6 weeks ago we still have not received any part of it being told it is on back order … it should have told me onus BEFORE we paid for the order that it wasn’t available for 6 to 8 weeks and payment taken when it was been dispatched to us! I steals we have had to incur interest charges for two months!
27 de junho de 2023
Resposta da Direct Pool Supplies
Thank you for taking the time to share your experience with us, even though it was less than satisfactory. I'm truly sorry for the inconvenience and frustration you faced due to the delayed order and lack of upfront communication about the backorder status.
I understand that the issue has now been resolved, and I want to thank you for your patience as we worked through this. We take your feedback very seriously and are already taking steps to ensure that similar issues do not occur in the future. Transparency and customer satisfaction are top priorities for us at Direct Pool Supplies, and we fell short in this instance.
We're committed to learning from this experience and improving our service. Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
Free Technical advice was excvellent…
Free Technical advice was excvellent called as promised good advice
3 de agosto de 2023
Avaliação não solicitada
Resposta da Direct Pool Supplies
Thank you so much for your five-star review! We're thrilled to hear that you found our free technical advice to be excellent and that our team delivered on their promise to provide good advice in a timely manner.
At Direct Pool Supplies, we understand that sometimes it's not just about the products, but also about the support and expertise that come along with them. We're committed to helping our customers make the most of their pool and spa experiences, and it's wonderful to know that we've met your expectations.
If you have any more questions or need further assistance in the future, please don't hesitate to reach out. We're always here to help!
Thank you for choosing Direct Pool Supplies. We look forward to serving you again soon!
Was told pool cover paid for it then…
Was told pool cover paid for it then was told a few weeks later didn’t have it then had to keep ringing up for refund
10 de junho de 2023
Resposta da Direct Pool Supplies
Thank you for taking the time to share your experience with us. I'm truly sorry for the inconvenience you faced regarding the pool cover and the subsequent need for a refund. This is not the level of service we strive to provide, and I apologise for falling short.
I understand that the issue has now been resolved, and I want to thank you for your patience as we worked to correct the situation. Your feedback is invaluable to us, and we're taking steps to ensure that similar issues do not occur in the future.
We're committed to continuous improvement and are grateful you brought this to our attention. We hope to have the opportunity to serve you better in the future.
Very good response to my order
Very good response to my order. Only small muff was that the controller was attached to wall crooked, however this was rectified next day. All working ok now.
22 de junho de 2023
Resposta da Direct Pool Supplies
Thank you for taking the time to leave us a four-star review and for sharing your experience with us. We're pleased to hear that you were satisfied with the prompt response to your order. If you have any more questions or need further assistance in the future, please don't hesitate to reach out. We're always here to help!
Resposta da Direct Pool Supplies
Thank you so much for your five-star review! We're delighted to hear that you found the quality of our products to your liking and that the ordering process was easy for you.
At Direct Pool Supplies, we strive to offer top-quality pool and spa supplies while making the shopping experience as seamless as possible. Your satisfaction is our ultimate goal, and it's wonderful to know that we've met your expectations.
If you have any more questions or need further assistance in the future, please don't hesitate to reach out. We're always here to help you make the most of your pool and spa experience.
Thank you for choosing Direct Pool Supplies. We look forward to serving you again soon!
exceptional
service was exceptional and it was an important part I needed. Follow emails everything was spot on. Much appreciated
15 de junho de 2023
Resposta da Direct Pool Supplies
Thank you so much for taking the time to leave us this wonderful five-star review! We're thrilled to hear that you found our service exceptional and that we could provide you with the important part you needed.
At Direct Pool Supplies, we understand how crucial each component can be for your pool or spa, which is why we make it a priority to offer not just quality products but also top-notch customer service. We're delighted to know that our follow-up emails and overall service met your expectations.
Your satisfaction is our ultimate goal, and your kind words are much appreciated. If you have any more questions or need further assistance in the future, please don't hesitate to reach out. We're always here to help!
Thank you for choosing Direct Pool Supplies. We look forward to serving you again soon!
simply the best in all aspects.
initial phone contact could not have been better, info was thorough, delivery was fast and the product itself was the very best of it's type I have ever had.
14 de junho de 2023
Resposta da Direct Pool Supplies
Wow, thank you for such an incredible five-star review! We're absolutely delighted to hear that you had an exceptional experience with us, from the initial phone contact to the fast delivery and the quality of the product.
At Direct Pool Supplies, we strive to provide not just top-of-the-line products but also unparalleled customer service. Your kind words serve as a testament that we're achieving our goal, and for that, we're truly grateful.
Your satisfaction is our ultimate aim, and it's wonderful to know that we've exceeded your expectations in every aspect. If you have any more questions or need further assistance in the future, please don't hesitate to reach out. We're always here to help!
Thank you for choosing Direct Pool Supplies. We look forward to serving you again soon and continuing to meet your high standards.
Worst experience….!
Worst experience….!
No Stars should be given!
Felt like you were trying to rip me off $$$ to get my under warranty pump repaired and back to me.
My new pool pump stop working Sunday.
I rang direct pool supply the next day-Monday mid morning, the pump is under warranty and they said to bring it in and they will sort it out.
I took the pump in that same afternoon.
I waited a few days and rang back asking were are they up to with the warranty job.
I was advised that they were still waiting on the warranty company to approve some things…. I said ok, but the pump is still under warranty, 3yrs.
So I waited a few more days and rang asking were thing are up to?
Same reply as before, waiting for the warranty company to approve a few things…
I said the same as before, it has a 3yr warranty!
I asked do you have replacement pump whilst I’m waiting to keep my pool clean.
I was told to put a few litres of chlorine in every 3-4 days which I did.
So I left it for a few more days again and rang back.
I was told that the have ordered the parts for the repair!
I left it a week later and rang to ask how it is going.
I was told that they were still waiting on the parts and when they get them they will call me.
I received a call a week later saying the the have good news and bad news, which one do u want first?
Either one.
So your pump is fixed but you have to pay for parts and labour……
I couldn’t believe what I just heard….
Pump is under warranty, but I need to pay for part and labour for something that was covered under the warranty!!!!
At no time over the last 3 weeks anyone mentioned I would have to pay a cent for a pump still under warranty.
As i was put in a position I have never been into before with a warranty job and couldn’t see any other possible way out I had to call the warranty company myself to see want was and wasn’t covered for this repair.
After a few days with phone calls back and forward again to direct pool suppplies and the warranty company which kept saying from the first time I spoke to them, the pump is covered with being under warranty and you shouldn’t be paying for anything…
I So Glad I rang up the warranty company myself and did fall into the trap of paying direct pool supplies anything to get my under warranty pump back……!!!!
4 de junho de 2023
Competitive price and fast delivery
Competitive price and fast delivery. Easy to negotiate
1 de junho de 2023
Resposta da Direct Pool Supplies
I'm truly sorry to hear about the difficulties you've experienced with your warranty claim for your pool pump. I understand how frustrating this situation must be for you, and I apologize for any inconvenience you've faced.
I'd like to clarify that our intention was never to make you feel like you were being taken advantage of. Warranty claims often involve coordination between us, the customer, and the warranty provider. In your case, it seems there was a significant communication gap, and for that, I apologize.
While we do our best to facilitate warranty claims, the final decision on what is covered lies with the warranty provider. I understand that you've been in touch with them directly and have resolved the issue, which is good to hear.
Your feedback is invaluable as we strive to improve our services. We will review our internal processes to ensure better communication in the future, especially concerning warranty claims.
Again, I apologize for the inconvenience you've experienced. If you have any more questions or concerns, please don't hesitate to reach out directly.
Ease of ordering quality equipment
14 de maio de 2023
Resposta da Direct Pool Supplies
Thank you so much for taking the time to leave us a five-star review! We're thrilled to hear that you found the ordering process easy and the equipment to be of high quality.
At Direct Pool Supplies, we strive to offer a seamless shopping experience alongside top-notch products, and it's wonderful to know that we've met your expectations.
Your satisfaction is our ultimate goal, and your positive feedback is incredibly encouraging for our team. If you have any more questions or need further assistance in the future, please don't hesitate to reach out. We're always here to help you make the most of your pool and spa experience.
Thank you for choosing Direct Pool Supplies. We look forward to serving you again soon!
A good company to deal with …
Direct pool supplies did not have my items in stock, but sourced them at the best price and sent them to me in good time. Everything was packaged well and arrived safely.
2 de maio de 2023
Resposta da Direct Pool Supplies
Thank you so much for your generous five-star review! We're delighted to hear that you had a positive experience with us, even though we initially didn't have your desired items in stock.
At Direct Pool Supplies, we go the extra mile to ensure our customers get what they need, and we're thrilled that we could source the items for you at the best price. It's great to know that everything arrived in good time, well-packaged, and in perfect condition.
Your satisfaction is our ultimate goal, and your kind words serve as a wonderful affirmation of our team's efforts. If you have any more questions or need further assistance in the future, please don't hesitate to reach out. We're always here to help!
Thank you for choosing Direct Pool Supplies. We look forward to serving you again soon!
I would give NO stars if I could
I would give NO stars if I could.
I was provided with a quote for a specific vynil wrapped hard pool cover. I had a number of bespoke requirements which I asked Direct Pools to accommodate. They said that they could but it would come as a premium. That premium turned out to be almost twice the cost of the original quote. I reluctantly accepted. I was also advised that the manufacture and delivery timeframe would be three weeks. The pool cover, when it arrived 8 WEEKS later had not incorporated the majority of the bespoke requirements nor was it the thickness that they advertised (and confirmed in an email). The reduction in the thickness of the pool cover has resulted in rainwater ponding on top of the pool cover, something that they stated in writing would not happen. Direct Pools is now washing their hands of it and pushing the responsibilty on to their supplier. They appear to be assuming no responsibilty for the incorrectly supplied product. I am stuck in the middle. I have paid a premium for a product that I have not received and Direct Pools does not want to know. Would I recommend them? No I would not
1 de junho de 2023
Resposta da Direct Pool Supplies
Firstly, I want to extend our sincerest apologies for the issues you faced with your custom vinyl-wrapped hard pool cover. I understand how disappointing and frustrating it must have been to experience delays and then receive a product that did not meet your bespoke requirements, especially after paying a premium.
I understand that this issue has now been resolved, and I want to thank you for your patience as we worked through this challenging situation. While we do rely on our suppliers for certain aspects of our products, we recognize that the ultimate responsibility for your satisfaction lies with us. Your experience was far from the level of service we aim to provide, and for that, I apologise.
Your feedback is invaluable as we strive to improve our services and customer experience. We will be reviewing our internal processes to ensure better communication and quality control in the future.
Again, I apologise for the inconvenience and frustration you've experienced. If you have any more questions or concerns, please don't hesitate to reach out directly.
International Order
I ordered from California, and I received my parts to my residence in Huntington Beach within three weeks. Not bad!
1 de maio de 2023
Resposta da Direct Pool Supplies
Thank you so much for taking the time to leave us a five-star review! We're thrilled to hear that your parts arrived at your residence in Huntington Beach, California within three weeks.
At Direct Pool Supplies, we understand the importance of timely delivery, especially for our international customers. We're delighted to know that we met your expectations and that you're satisfied with our service.
Your positive feedback is incredibly encouraging for our team. If you have any more questions or need further assistance in the future, please don't hesitate to reach out. We're always here to help you make the most of your pool and spa experience.
Thank you for choosing Direct Pool Supplies. We look forward to serving you again soon!
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