Reviewer Photos & Videos
Terrible company to deal with. Be warned.
This company sold a defective item and while they did offer a refund of the purchase price, they would not cover the return postage fee. This is a direct violation of Australian Consumer Law, as well as their own policy. The staff that I dealt with in relation to this matter, were incredible rude and couldn't really care less about the issue. I would NOT deal with them if you have another option.
Stay away from the Hornsby shop
The unpleasant manager of this store, Andrew is an arrogant clown who has no concept of the responsibility of a retailer to a customer under consumer law. I bought a chlorinator and had a minor technical problem which the shop could have sorted out over the phone although I was happy to take it back to show them. I did email them pics but this genius didn't have a clue how to sort it, couldn't be bothered to ask one of the tech guys and fobbed me off with the old "go back to the manufacturer" stupid response.
I did contact the manufacturer ...who provided the answer in a friendly and courteous manner. The problem is now resolved but I am appalled at the attitude of this idiot who wasted everyone's time and caused so much drama over such a small issue. The $100's of business which I spend each year on salt and chemicals will be going to another pool shop and I will never deal with Poolandspawarehouse again.
Warning This Company Just Takes Your Money
Pool And Spa Warehouse Brookvale installed our pool equipment in February 2019. We had an issue with the pool equipment that they installed in October 2020 this year. They took our Credit Card details upfront, did not fix our problem with our pool and charged us for chemicals that they did not even put in our pool. Please be wary of this devious company.
Every day in summer - pretty easy to maintain because i clean it twice a week and also have a robotic pool cleaner
They take your money and then give you NO service
I purchased $3500 for a Magnapool conversion.
They took my money very easily. The lady advised me facts that were completely inaccurate. The first saleslady told me that my pool would be converted in approximately 4 weeks (because I wasnt draining the pool due to drought). The manager then tried to tell me that it could take 1-2 years but was helpful. I have phoned Magnapool today and got completely different information to what the shop is telling me. Magnapool have said they will get their managers to train them properly. This experience given the money I have outlayed is not acceptable.
Find somewhere else
Order the product online a week later the day it was meant to arrive they emailed to say it was out of stock. When I phoned I couldn’t care zero attitude
do not take equipment to them for repairs.danger danger danger
i took pool pump for repairs for a slight leak. picked it up 4 days latter. connect pump back up and water gushing out all over the place. took pump back some one was suppose to have a look at it and call me back no call .i rang nothing has been done to pump if you like come and pick it up. i picked up the pump and got a refund. i have no faith in them to repair anything let alone what is customer service. i do not want to rate this lack of customer service
order on line came damage i had to send back they paid but had to wait until they received pump back told me they will send express with tracking details will come within a few hrs nothing happened ask 3 people to call me no they email making excuses finally received pump no tracking details to complement delivery .2 time had problem ordered clorinator no delivery.suggest if you need pool equipment other suppliers will match price and have better delivery and customer service very dissappointed
Terrible customer service
I ordered a pool cover and 2 other items online and the total cost was $205. My money was taken and I received several emails confirming that the sale had gone through and that they would let me know when they dispatch. One email on the 18/12/19 stated that I would get free delivery and 5% off on my next order. On the 18/12/19 @ 17:21 I received a very direct and brief email from someones email by the name of "Jacquie" saying that my order was cancelled due to an error in pricing of the pool blanket on their end. No offer of paying the differen...ce or still receiving the rest of my order just cancelled. I sent a return email stating this on the 18/12/19 and to this date no response at all. My money was returned and I will never bother to deal with them again. I attempted to have this issue dealt with privately. I sent a return email on 18/12/19 @ 19:14 to no avail.
Very disappointed with whole service. Deserves no stars but I cant post without at least one star. I would avoid in the future
Customer service is zero. Phone rings out, emails not responded too, no messages or even able to post on their facebook page. A lot of their products cost $ but absolutely no no way to contact anyone.
I am due a refund postage, no idea what is happening with that?
Got a lovely friendly welcome email from an owner and a reply but after that nothing....My order has been 'processing' for 7 days now. Yes I get it Christm...as and its busy but both my items stated availability: in stock, which to me means you have it in stock, available, ready to send.... The one and only email replied to I was told my items 'are made to order items by the manufacturer' that does not mean availablity: in stock???? But I have no way of contacting anyone so all I can do is wait and if im waiting too long I will be taking matters further
Very poor customer service.
I wont be using pool and spa warehouse again.. I am very dissapointed with there service. The item I purchased they no longer carry because of its poor quality yet handball me to the supplier so they can charge me for replacing the item. I have spent many hundreds of $$$ with them and they wont get another cent from me..
- Online store
- Verified customer
Poor service, no communication
Placed an order for Pool cleaner parts almost two weeks and still waiting. No communications whatsoever and every time I called they kept saying they would check and no one did or responded. Considering we’re in 21st century where you almost get a next day delivery from most online stores and waiting for an item from China can be quicker, this is really poor. Won’t buy from them again.
Pool Cover became all too hard.
Emailed and called them multiple times before getting assistance from their Hornsby store. The guy who eventually "helped" me was an argumentative know it all who would not listen to what I wanted. He kept ignoring my requests for a quote with reinforcing, arguing I did not need it - not sure how he knew this as he never bothered to ask why or visit our property. In the end, I was willing to pay for it so why the carry on mate? After numerous emails asking for a quote I just totally gave up and went to Just Covers. It was around $500 more b...ut I got what I wanted - a commercial grade cover, fully reinforced and installed with a smile plus a top of the line daisy solar cover that carries a 10 year warranty. Sales guys need to remember that by the time customers ring them for a quote they have done extensive research and know exactly what they want - they certainly don't need a smartbutt know it all guy telling them they are wrong. Customer is always right dude. Glad I spent my money with a company that appreciated it and listened. Our new cover was installed 2 weeks after the measure and quote and it's awesome. Thanks Just Covers.
I had a maintenance contract with the Hornsby outlet and due to a change in managing agent for the property the manager cancelled my pool maintenance contract. It was actually cancelled the very same day we moved agent. Very unprofessional. Do not use.....
Advertise a product online will not supply at the store.
Saw an Ebay listing for a 1hp pool pump from this outlet. I phoned them and asked if I could attend the store and pick up in person. I was told "No Problem". I then traveled from the Central Coast to Hornsby to collect the pump only to be told that they did not recognize the product and that "I must understand" that their online business is different to their outlets. I was then offered a similar product that was $100 more then the product I saw on ebay and was told I could pick up there. The staff member Alexander was very rude and abrupt and ...did not appear to want to help me at all. It was take it or leave it. Well I picked the later and left the store having purchased nothing from them and nor will I ever go back again. If poor and rude customer service and incorrect information are what you are after then please help yourself to Pool and Spar Warehouse, I will not be ever going back for a second dose again!
- Pool and Spa Warehouse
- Verified customer
Incompetent or liars
I purchased a pool cleaner and asked advise about a leaf catcher. The highest recommended leaf catcher was the Zodiac Leaf Catcher. The staff advised me that the Zodiac Leaf Catcher would not fit my hose as it was of the push on type and not the twist lock type. The staff convinced me that their Aussie Gold leaf catcher was of equal standard and would be able to connect to my hose.
After installing the Aussie Gold catcher, opening the container was a struggle to say the least. I complained to another staff member and he admitted that they were...
Did not honour price quoted on phone
I called the local Pool and Spa Warehouse for a Poolrite pump. The lady who answered put me on hold and I put my phone on speaker and was sitting at the table next to my husband so both of us heard her tell me that they had the pump in stock and the price - $329. So we drove to the shop to purchase the pump but the man behind the counter said no the pump is $379 you must have misheard her. I told him that I didn't mishear her, was she in the store to clarify. He asked a woman in the store, she remembered my call but said another woman had given...me the price. So we left and purchased the same pump from another online pool shop for $320 delivered to our door. I have reviewed the other supplier on Product Review. So I suggest people get a quote from other online suppliers when purchasing pool equipment.
ONGA and Pool and Spa Buyer Beware
#Onga #Pool #Spa #Warehouse
Please be careful when buying items and paying for them online although I have never had any issues with my washing machine or other products but I purchased an Onga Superflo pool pump in Jan 17 from Pool & Spa Warehouse $561. The pump hasn't been working since early Sept 17. It has a 4 year warranty but I am expected to pay a call out charge of $110 each time the faulty Onga Superflo pool pump sold to me breaks down. This could work out mighty expensive if a faulty pump needs repairing over the next 4 years wh...ile under warranty. They refuse to replace it with a new one or what I would prefer especially considering how the manner in which my issue has been handled is a full refund has also been refused even though it took 2 emails before I got a reply. This has been my experience so far from Onga Pool Pumps and Pool & Spa Warehouse and is very disappointing to have paid for a faulty pump which any normal person would have reasonably expected to have lasted or worked for before experiencing any problems. It definitely does not meet my expectations and I now have a green pool and no pump for summer. Hope my experience can save someone else the heartache and drama that I have been put through as one if their customers. So its definately buyer beware in this instance. I have been told twice the State Manager from Onga was going to call - nothing to date. All I now want is a refund for a faulty Onga pump sold to me by Pool and Spa Warehouse.
Be careful if you ask for advice when ordering an item
I contacted the Pool and Spa warehouse to ask if they could provide an alternate filter for my spa as the company that made it was no longer operating. I received an answer back asking if it had a thread on one end and giving the dimensions that were slightly different but should have fitted. The thread was very different and it wouldn't fit, I advised the sales person I spoke to so they wouldn't make this mistake with another customer. They offered no help and were extremely defensive about the advice they gave me.
Very poor communication, problem remains unresolved.
Last summer I purchased a salt chlorinator to replace an old unit, asked for advice on an equivalent replacement and was sold a unit which is under performing very badly. I'm now running my pump more than twice as long, (read using considerably more electricity) and no response to my emails asking for help or advice. I suggested I'd even pay the gap to a more adequate system with no reply at all. I feel abandoned and unfortunately cannot recommend this company at all.
Questions & Answers
I have a cx20 pool cleaner it has been great for over a year. I bought it second hand from a friend. I have had it come up with an error flashing with an exclamation mark on the screen. I have had a major medical thing happen so I have no money and can't afford to buy a new one, or pay someone to look at it for me. Can you please help me I am desperate. Maybe what could be the issues. I have pulled it apart as basket out and unscrewed the filter and cleaned that put it back together. It still isn't working. Could you please help me. [contact details removed] my name is Tracy.
hi purchased vtx7 2 weeks ago from pool & spa warehouse great quick service to coffs harbour I also purchased a step deflector on ebay my problem is the kreepy will not move around pool it tries to stick to sides of pool how can I fix this also is it a warranty job
I purchased a Kreepy and had to send it back as it wasn’t cleaning effectively or going up the walls. For me it wasn’t getting enough suction from the pump. I ended up getting a robotic one and it works like a dream.
Pool and Spa Warehouse
Tony, could you call our customer service team on 1300 766 619?
Q1. Answer Push the outlet bubble down at the other end of the pool as it is up to high then it will circulate
around the bottom of the pool.
Q2.The plate wasn't screwed down and there was air getting into the sealed filter box also turn up the outlet bubble at the other end of the pool and it will clean up the sides.
My new Zodiac T3 pool cleaner already has a split diaphragm after only 3 months use is this covered by warranty?
Pool and Spa Warehouse
Yes, the diaphragm is covered. If you bought the cleaner from us please get in touch with the store or call us on 1300 766 619 if the purchase was made online.
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