Between July 25th, 2018, until July 31st, 2018, Spas Direct encouraged reviewers to write either a positive or negative review regarding their services. Reviews published would receive a spare pool filter (valued at approximately $20). It is possible that the reviews below may have received this incentive. These reviews adhere to ProductReview’s Incentivised Customer Reviews Guidelines and may explain a spike in review numbers.
Reviewer Photos & Videos
Terrible service and faulty products.
Purchased a spa and sauna. The lights and speakers have never worked I the spa and have been waiting 3 months to get repaired. When I unpacked the sauna there was a hole in a panel which you can clearly see has been done with a forklift and they refuse to take responsibility for.
Poor quality spa
We purchased spa from spa direct 2plus years ago, since that day we have replaced heater twice, control panel once and now we need control box all in total over $2000.
Their Balboa parts are expensive and hard to get, service from Spa Direct is well under acceptable level.
On top of all this never reply to my emails or concerns.
Looks like I will end up with a very expensive fish pond...
No after sales service
I bought a Molokai spa from the Harbourtown store.
Spas direct provided no after sales service to the point that once the payment was made the customer is on his own. I rang to cancel my order and receive a refund and was summarily told that it was not possible quoting spas direct’s questionable customer service policy.
Left on my own I organised crane operators, bought dollies and organised manpower to install the spa. I contacted the warehouse by email to organise delivery only to be told the order was on hold!
How do you put an order I have paid for on hold without informing me or providing a refund?
I understand customer service and post sales communication is not a priority but please explain
A Sad Experience
Sadly one star is all I can offer spas direct.
We purchased our spa in oct and was advised 6-8 weeks for delivery. Late Nov we were advised the spa won't arrive until Jan.
We emailed the company as this wasn't what we were advised and could hopefully come up with a resolution such as a different spa in stock, however our email was ignored. We then contacted them through Facebook and received the most horrible customer service. The person was sarcastic and just plain rude.
Thankfully Mufta from the Perth branch contacted us and said he had ...another spa in stock which was exactly like the one we ordered and we can have that one. We were so grateful to have a positive outcome. Sadly the spa was delivered and once filled with water that night we noticed we cannot turn the temp up or down. This also means we cant set any functions such as eco mode. The spa is set to 35 degrees and that's pretty hot on a Perth summers day! We tried to contact Mufta but he ignored us. We contacted the company and all they said was logde a warranty claim. We attempted to contact Mufta again and left a msg. But again was ignored. In the meantime we did lodge a claim and was advised a tech will be in contact on the Monday. Monday comes and goes no phone call. Contacted spas direct again and were advised claim will be passed onto warranty team and we will receive a call in a hour. No call but we did get an email saying warranty claim has been passed onto a tech. Another day passes but no phone call.
Ordered a spa from this company end of May and paid for it in full June 1st, 2020. Got the run around for 5 months- due in two weeks, at the end of the month, next month and so on. Saw the same representative selling the spa he couldn’t supply me on other sites, when I called him out on his lies he stopped taking my calls and said he can’t supply my spa anymore. Did obtain a refund from their head office but after speaking to a lot in the industry this company is a bad seed. The one star is only for the guy who gave me the refund. STAY AWAY FROM SPA DIRECT! They maybe a little cheaper but pay peanuts and you get monkeys and I hear their aftercare service with warranties etc are even worse.
DO NOT CALL THEIR NUMBER UNLESS YOU WANT MARKETING TEXTS FOREVER!!!!
Despite 10 requests to have my number removed from their marketing list, I am still receiving text messages after hours. You cannot call their stores direct, only via a messaging service. I only called for information on installation on behalf of one of their customers. Very unprofessional company.
DO NOT BUY OF SPA DIRECT
Brought cascade spa on 17/5/20 for $18,000 was told delivery was in 4 weeks if we brought that day as 2 were on there way by ship. Now 4 weeks later I'm told we need to wait until mid September but that's a maybe. Have called 20 times and never get a call back just a text msg to say not to contact them that they will call when spa is here. Also emailed John Back (general Manager) with no reply. Very unprofessional to deal with.
Brought a Venus deluxe spa late in September last year. Not only was the spa a few weeks late to be delivered, we also had no instructions with the spa. We tried calling multiple times, leaving emails and messages and still no response. Fast forward time till now, It has been two months where we have been Trying to order a new filter and still nothing. When I did get through they advise me to put a good review up on here and I will get a free filter worth $99. It has been three weeks Since putting up a good review and funny enough, still nothing. This is my update to my last review. The service is terrible ! I do not recommend these people to anybody. If only I could turn back time!
The reviewer stated that an incentive was offered for this review
Crap Spas, Crap Service, Crap Business - Don't go near them!!
My Spa is cracked and after 4 months of promising they would fix it, absolutely nothing!!! The government lets them keep trading as well which baffles me!!!!
My Spa was not touched over winter and it cracked! Just goes to show how strong their acrylic is.
Please look elsewhere for a spa don't be upset and devastated like I am!!!
Still waiting for service after 1 1/2 years
I am amazed by how many people have great service and for some reason I cannot get an answer for a ticket raised on May 21st 2018! Ticket number 423 raised 21st May 2018 in relation to replacing panels that were damaged on delivery - I have been contacted numerous times, had your technician here to look for himself, been promised resolution by a number of people, and yet on the 28th Feb 2019 still sit with damaged panels and no answer! Update, it is now the 13 September and this is still not fixed!
Spa still not working
Spa still not working had for 18 months has only been working for two off them. Been ask for a invoice number so they can help me. How about spa direct just help me and everyone they have sold a piece of crap spa.
- QLD, Brisbane
Great spa, poor experience
It started with the sales rep requesting a deposit asap to secure a spa for the 22/12/18 delivery. Paid it same day. Come the 20/12/18, I get a text msg from another rep advising full payment overdue and to pay asap. Full payment was made same day. I then msg facebook asking what the process of delivery is and confirming my spa is arriving. I get told from what they can see, my order is not due till the 12/1/19. I make several attempts to contact the sales rep, support line & facebook, with everyone telling me the same thing. I request a refund...several times, but am not acknowledged. Finally the original sales rep texts advising it's the first he is hearing of these issues, and changes the story to that full payment had to be made with in 1 week of the deposit to secure a spa for the 22/12/18, even though the deposit was paid on the 7/12/18 and full payment the 20/12/18. Again I request a refund. Get told he will talk to his manager but I got a great deal and wouldn't get it cheaper elsewhere. I gave up and said, just forget it, lesson learnt. The spa finally arrives. I again (4th time mind you I asked about delivery from different channels), ask when the delivery will be so I can organise a crane the same time to lift it over my house. Here I get told for the first time, that delivery is not included. Again, I am exhausted, so just arrange my own delivery. Get it home and have electrician booked in to hardwire it. They have questions. Phone the support line, and get told someone would call them back. So a second call out from them to complete the job. Then, I ask for instructions on the stairs provided as none in the box. I get a quick response and have a set emailed to me. However, they are not for these stairs and/or they do not match the parts included. I msg facebook advising the same, and get provided with a link for warranty claims. After clicking the link, it says to complete warranty registration information to activate warranty. So I do this. I instantly get an email advising "Thanks for entering our online Christmas spa giveaway!". Mind you, we are now in late January by now. I again advise facebook of this, with no reply. Then, Friday, I get a call from a lady advising that my warranty registration has been received successfully, and if I would like to leave a review so she can send me out spare filters? Very much sounded like they would only be sent if I left a review. I proceed to tell her of my experience above, but she doesn't care, saying she has simply been given my details to call. I request warranty confirmation in writing as her call doesn't give me peace of mind given the above experience. She cannot do this either, stating she doesn't know what head office does. She just calls off her list. Well, here's my review. To top this off, spa prices from them including the one I purchased have dropped up to $2k mid January below my purchase price. I look forward to my spare filters & written confirmation of my warranty registration. Thank you update 11.3.19 - owner [name removed] rocked up to my work unannounced with filters & offering to leave a tray table also. Wanting to discuss the review, all whilst I had customers dining in and lining up. He also asked to order food, which I declined given the already published falsified review. I advised I would take his call at 2.30pm, which I did. Explained every aspect of my review to which there really wasn't any acceptance, although acknowledged. I appreciate the filters which were previously promised, and the table as a further gesture.
- VIC, Melbourne
Worst service ever !
I would have loved to use the spa ! It was suppose to be 14 days after the payment.It’s been over 3 months and haven’t seen anything yet.Asked for a refund few times and no action was taken.Paid for the spa and delivery at first and paid for the ozone system again.Got a call from delivery saying nothing has been paid and I have to pay more for delivery.Worst company to buy spa with
I have now had to complain to the ACCC and consumer protection as my complaint from when I purchased the spa has not been resolved. The statements this company makes are false and misleading. You will not get a refund within 60 days as stated. You will be lucky to actually speak to someone to follow up. There is a reason why there spas are cheaper as there is no after service. I am still waiting on a replacement part ordered 8 mths ago wen the spa was first purchased. The comments i post on Facebook stating this feedback are all removed. I just want other people to think about it as if you do have issues it will be a waste of 13000 dollars like myself.
Still waiting six months later!
We ordered a twenty thousand dollar spa in February, paying a 50% deposit and we are still waiting for the spa to arrive,even though it was supposed to be within three months for delivery. Contact with the Melbourne office is very difficult as they don't answer our phone calls.
Questions & Answers
i have purchased a spa 8 months ago and i am trying to find a manual i can look at on your spas direct page but none of the touch pads are the same as our think it is a 2017 Californian grande buy the plate how can i find one or could some one email me one thanks tried online help but no response thanks Glenn Boston
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