Direct Pool Supplies

Their salt cell was faulty, but their service is even worse - terrible. They don't make it clear on package or receipt (the 2 most likely places lay customers look) that they can install to certain addresses. I then got someone else to install, and it voided the warranty. Stay clear. Show details

I ordered 4 x Weir filter flap clips on the 21/1/26. I rang on the 24/1/26 to check if they had been shipped. I spoke with someone that could not tell me if they were shipped, however she said someone would call me that day, no one called. I called back on the 27/1 to see if they had shipped, the lady I spoke with said she was going to call… Read more

because I ordered 4 clips & they were packets of 2, so I would be getting 8 clips, she asked is that was what I wanted. I said yes, I want 8 clips. She said she would ship them. I called back on the 29/1 & was told they didn't have them in stock & that they may receive stock on the 29th or 30th of January. I told them I wanted to cancel the order, she said she would see what she could do & call me back. 5 minutes later she called & said they received stock & would ship out that day. I received the clips on the 3/2/26 & there were only 4 clips. I rang them to ask where the other 4 clips were, as per my conversation with them on the 27/1. Surprise surprise! I was told it must have been a miscommunication. I wouldn't deal with them if I were you!

Terrible customer service – Terrible customer service. Auto email confirming order/payment then no communication for next 3 weeks despite me requesting status update. Only positive thing I can say is they did refund me when I finally cancelled order.

Great service – We are putting in a pool and Direct Pool Supplies have answered our questions and given us the confidence to go-ahead. We look forward to purchasing our pool supplies from them. Thanks! Show details ·  1

Awesome service – Awesome large product range. Direct Pool Supplies had everything we needed for our job. Delivery was cheap and very quick . We were happy with these guys and will most definitely shop with Direct Pool supplies again Show reply

Bought some stain remover – Had black stain on quartz pool surface. Was really annoying me. Direct Pool Supplies provided advice and shipped product to get rid of it. Will be using these guys again. Show details ·  1

Did not ship product – Do not use this shop, They do not ship products and just take your money even through they say the parts are in stock. They do not return messages and it took over 3 weeks to finally track them down and even then they didn't care about our order and just said they are to busy at the moment to look for it and someone will get back to us, which they never did. Pretty sure this company is just a [Content Removed] stealing people money.

paid but no product – I have ordered and paid for a part for my pool cleaner, received an email saying the part had been dispatched, that was 12 days ago, now they wont reply to emails requesting the part or a refund, I have sent them 4 emails requesting information, or a refund but have had no reply. I strongly advise against using this business. Show details

One month later still waiting – We ordered steps on Dec 14 and were told they would be delivered between Christmas and New Year. It's now Jan 16, no steps and without them we cannot get our pool, which is part of our business, certified. We have called this company multiple times only to receive a recorded message to email our query, which we have done. No reply. Checking our… Read more

order on the tracking app on their website, I see the order is "unfulfilled". They clearly do not have the product in stock. I opened a "chat" on their website 10 hours ago. Still no response. I advise you to pay the extra and buy from someone else

Poor service, no customer call backs or follow-up and no stock delivered despite a number of attempts to contact them – I purchased some online products and after two weeks still have not received them. So followed up with three emails asking where my stock was. The first two emails went unanswered which rings alarm bells that they are just not organised to even answer emails let alone Deliver stock. I’ve got an email back after the 3rd one saying they had been… Read more

very busy and the reality of it was the stock they advertised they never had, and they still hadn’t ordered it off their supplier to fulfil my order. Essentially over two weeks later, I cancelled the order because of the poor Customer Service , but it appears that I’m not the only one that has suffered that. They apologised and said they were busy, but the fact that they can’t respond to emails and can’t get stock in weeks after it is ordered shows that they really shouldn’t be running an online business. When you ignore the orders and ignore the emails from your customers, unfortunately that’s just unacceptable. My suggestion is to buy your product elsewhere, unless you want to be kept waiting with no stock. I found my local pool shop to provide great service and were price competitive so don’t forget about shopping local as I did.

Terrible aftersales service - non-responsive – Been trying to get a warranty replacement for a Saltmate RP20 for over a week now, email was never responded to and the web chat is now 2 days down with little to no communication, I'm about to purchase another unit because I cant wait. Show details

Extremely slow dispatch – Took like 12days to dispatch without and communicating whatsoever. Not even sure if it’s actually coming or if they’re dropshipping or [Content Removed] Show details

Never again! – My worst ever online shopping experience. This company appears to be a drop shopper who has to source customers orders from others elsewhere, do your homework and try and find somebody who carries stock. Terrible customer service, it took many emails with up to five days to get a responses and many weeksto finally get my order. Show details

Worst suppliers in Oz – 4 weeks and still waiting for a part for pool,and have spoken to their suppliers and they have them available. Over a DOZEN phone calls that go unanswered. Email address when given to write too, is wrong lol In shop experience is like dealing with kindergarten children.all running around but no help at all. Show details

Misleading terms and poor service - buyers beware – Misleading website terms and poor customer service. Despite advertising all over their website “same day dispatch” and “fast delivery”, my items were only posted 2 days after the order was placed, and despite paying extra for Express Post, items had not arrived after 5 days. The manager, Hamish, was extremely rude and dismissive of my concerns,… Read more

simply stating that they had a backlog, and hanging the phone up on me. As I needed to purchase the items from a local shop, he refused to refund the postage paid, despite the terms and conditions stating that they will refund postage if there is an error on their part.

Poor Customer Service – I order Products for my Spa through Catch which would ultimately come from Direct Pool Supplies. I only received half my order even though they say they dispatched everything. Over 2 weeks ago I called and spoke with them and said they would contact the courier. Almost 2 weeks later I am still awaiting my return call. I put in a dispute with… Read more

Catch and referred them to contact me to resolve.Still Waiting , All I want is my Spa Chemicals. I had to go out and buy somewhere else as I ran out. I saved Nothing but lost Money as paid and no product.

Great service and product range! – Excellent range of products. They had the specific spare part that I needed for my 10 year old pump so that was great and saved me having to buy a whole new pump. The advice they gave was great. Can’t fault the business. Show details

Excellent Range – Great range and customer service! excellent products and prices would highly recommend these guys. Great business. I bought a chrolinator and it came quickly and was exactly as per advertising and lowest price in the market.

Walk away – Made an order on a new item and they sent a returned item with half the stuff missing. Put in a dispute, nothing, rang them and they were shocked and sent a replacement straight away and gave me the tracking number. Problem is, it was the same tracking number as the pointless one, as soon as I questioned this they magically found the new tracking… Read more

number and made out it was definitely sent the day before when I rang them. They mustn’t know how tracking works because the item wasn’t placed with Australia Post until an hour after I emailed questioning why they were trying to palm the old tracking number off as the new one and Australia Post didn’t confirm package received for another 30 minutes. I detest liars. If you stuff up, own it, not lie & treat customers as idiots.

Not going back – Dropped off a chlorinator purchased from them, minutes out of warranty, charged $100 for someone to test 1 internal cable and then had to spend another $600 to replace the faulty unit + another $150 worth of chemicals for water that was tested two weeks earlier with $160 worth of wasted chemicals and a pool that’s been unusable for almost 1 month.… Read more

Have had previous water samples tested there with dubious outcomes from staff that clearly have no idea what they are doing-won’t be going back or recommending.

Have an extensive catalog but Customer Service is very poor – I ordered a pool light which turned out to be faulty and it took a couple weeks of emailing and calling to get someone to respond and eventually I managed to return it. I am still waiting for a refund after two more weeks and still no reply to my emails. I really don't know how they stay in business. Show details

AVOID THEM – Avoid them. It's that simple. Only gave one star because it's not possible to give none. I,m out about $800 bucks without boring everyone with my saga. Avoid this place and go elsewhere. Show details

Good Company – Have ordered different products from Direct Pool supplies, over the years, products have always been well priced and delivered on time. Only once was a delay on a housing where the manufacture had problems in supplying, But this was explained, good communication I give direct 5 stars Show details

Ordered replacement parts with no issues online. Only to find out MYSELF! they had no stock – Every day. When the weather allows it Very easy, I have engineering background. Anything major is still easier than most tasks

Best price Davey Pool Sweepa Suction Cleaner – Best price for the product that I could find. I was a bit worried when I saw the reviews for Direct Pool Supplies after I had completed the purchase but I shouldn't have been concerned Delivery was free and was completed 8 days from order to SE QLD which I think is very reasonable in the current circumstances. Comms on tracking is via login to… Read more

your account, there are probably better ways to do this but all in all I'm very happy with the purchase and the service.

Product arrived without any issues – Read all the bad review but I found that they delivered on time. Brought three tins of paint. Haven’t used it yet but looks fine. Only complaint was they didn’t send any tracking number for the product. Show details

Rip Off poor customer service – Needed the item urgently and paid courier fee to get delivered (that's what they offer) took three days before they bothered to dispatch the item it could have got here a lot quicker and cheaper if they just used normal post, called and informed "Thats just the way it is" Show details

Dishonest and extremely poor customer service – We ordered a pool valve and rang to make sure they had it in stock, as it was the 7January. We were reassured it was in stock. It took them 9 days to dispatch it. An email to say so but no explanation for the delay. A phone call was met with a string of excuses that it was the new year and everything takes time. Goodness only knows why it sat in… Read more

their shop for 9 days. It took yet another 4 days to reach us in Qld. No compensation or even the curtesy of express mail. A complaint 4days later and a request to speak to the manger was met with the excuse that he was very busy. The poor guy who met the brunt of my anger said that he gets complaints all the time.

Hmmm! Alarm bells are ringing. Should have checked product reviews before we ordered.

Our advise is give this place the flick and try elsewhere. We have had great service with Mr Pool Man in NSW but they were out of stock with this particular item.

Shame on you Manager Mark!!!

Poor product quality – Ordered 2 x lights. One was fine, the second looked used, or like it had been on display - discoloured and dirty, with missing parts. They were also not the same colour. They took over a week to arrive, by which time so had the electrician to install them - all Direct Pool Supplies said was send it back. Not very helpful.

Sent the wrong item with high shipping costs and refuse to refund – Sent the wrong size item when it was very clear that it’s the wrong size. Didn’t reply to any of my email till I went to PayPal for help. Paid the high shipping cost about x10 more then the item value but they refuse the full refund. Just be careful, I can see here that I’m not the only one with the same problem.

Direct Pool Supplies were great! – Our family uses the pool most of summer. And of course our chlorinator broke down just before the start of summer. The local pool shop recommended a top end Astral - about $3000! It took me a while to find one that also had a good review - The Astral Hurlon VX7T - 25 gm/hr - more than enough for a 50,000 litre pool in Melbourne. I did a google… Read more

search to get a good price. Some people wanted over $200-0 for one. Direct Pool Supplies came back with $880! I ordered it and it shipped next day with a Tracking number. 3 days later I got it. I fitted it myself and everything worked just fine. Just one little niggle - the labelling on the controller was slightly off - it had a ) for on and a 1 for off.

Happy with service – I think sometimes people’s expectations are over the top I have used direct pool supplies 3 times never had a problem they have answered all questions & have delivered not just to me but to my rental property as well