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 aftercare customer service on faulty spa.
Bought in May. Bluetooth stereo has never worked and one jet faulty/broken. Worst aftercare customer service ever!! (Still not fixed/replaced) so frustrating. Regret buying from here!! WANT OUR MONEY BACK!!
Worst service ever. Stay away
purchased a mini swim spa from store in aug 2020. Service was ok. once we made payment absolute rubbish. Still have not received heat pump numerous calls no return just lies
Avoid at all costs
Yeah shiny new spa - with items missing from deliver date never made good by company. Been running for a few years now. Never got manuals on how to operate - noticed they now have them online after many cust complaints. Just enquired today about replacement headrests for cascade swimspa - response we don’t sell any of those type of items. So basically this thing will now have one headrest missing for the rest of its existence- this company is a worthless box turner -full prepayment - refund for non-delivery if we feel like it. They even paid f...or product reviews. Stay away buy a branded spa/swimspa pay a little more and get the 10-20 year backing you need to support the major investments. Try and buy a part for a Sundance or jacuzzi brand - no problem - every nut and bolt available. They did a google search and tried to point me at an Amazon headrest that looks nothing like it, let alone fit THEIR spa. Can’t believe they have been shutdown by ACCC
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.
No good customer service at all!
I bought a Swim Spa in Victoria last August (2020) and I haven't still been able to pick it up and install it since they are not sending me the recirculation system documentation compulsory in AU. Almost impossible to talk to the company, they have only one call center and they do not let you talk to anybody. It has been a nightmare, don't buy from these guys! John the sales guy in Victoria never answer the phone and when I tried to contact him on WhatsApp he was really annoyed and he told me I shouldn't have contacted him there... . Worst customer service ever!
Disappointed in the Service & follow up
I paid for a package deal of a Pool Spa & Sauna about 9 months ago, the Spa arrived but the sauna was on 'back order'. I contact them every few months, they never contact me & I get a different story each time. Now I have been told there is a Sauna in NSW & if I would like that one I will have to pay for the delivery cost from NSW to QLD & then pay for delivery to Mackay (my place of residence). I have asked for a refund if they cannot provide the product offered & that I have paid for in full. No response again.
- Spas Direct Online Store
They won't refund your deposit and won't put anything in writing
Thursday 25 March 2021 - visited Arundle Store near Gold Coast. Shop manager Mark told us we could easily wire a 15amp spa to 10amp sockets. So we paid $1000 deposit on a spa he said would be fit for our purposes. The key issue was not being informed about their so called "No Refund Policy" until after I requested a refund when I soon found the information provided in their store to be misleading.
Friday 26th March 2021 I got my electrician over. He disagreed with Spasdirect wiring plug and play solution saying to wire like Mark ...
- Spas Direct Online Store
4 Months, Additional charge, No spa.
We love the look of the white spa that we ordered as a Christmas Day special. After weeks of being told "Another 6 weeks." We were offered another spa. After paying $250 we were told that the White spa was not available in that model and the white version would be another 6 weeks until delivery. Requested refund on ill advised change to order. No response.
Waited 5mths after paying in full and still the order was wrong
No aftercare, promised $250.00 of compensation merchandise and only a $99.00 filter supplied, still waiting on the other item which never arrived and no explanation to date. Spa arrived 2mths late from the advised date upon order and was the wrong colour, advised I would have to wait another three months if I wanted the original ordered colour. Worse service ever, no contact for months, paid in full and waited five months for the spa which came in the wrong colour. Was told this is the only one or you will have to wait another three months. I mean who operates like this and stays in business...... What a joke.
Very disappointing customer service
Had our $12000 spa delivered November 2020 with a damaged panel and broken lid which scratched the top of the spa when taking it on and off. The panel arrived a couple of months later. We are still waiting for the lid now March 2021. I have contacted Spas direct on numerous occasions just asking to send a new lid and someone to fix the scratches. I did advise them I did not wish to leave a bad review however they have left me no alternative. It is a shame as it has really taken the enjoyment out of our new spa experience.
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
Worst experience ever so far .....run
Ordered a spa, first delivery date way off, went through holidays without spa, finally spa became available....I arranged delivery 2 weeks after availability only to be told that now the colour I want is not available??? Yet they told me your spa is all good to go......
Told may be available in 3 weeks......I have gone with another colour (not my first choice) as I am over disappointing my family with no spa.....let’s hope I receive what I “ordered this time”.......after sales service made me feel like I was at fault and shifted blame to logist...
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.
Shocking customer service
I have been waiting for a call from a manager at spas direct for 2 weeks now and had a spa sitting empty in my garden for a month now due to being damaged. Still no contact and no resolution at all. Effie has called me twice and both times been extremely rude the second time told me to shut up when I was explaining where we were at with the situation. Extremely bad after sales support. I did online chat and was advised my Moe that someone would call me the next working day and that was also 2 weeks ago... still nothing. After being told several...times there are no managers, which I fail to believe I am no further forward. The delivery already took 5 weeks longer than I was first advised and now it’s sat damaged in my back garden for weeks, with absolutely no support or contact. I fail to see what else I can do, can someone at Spas Direct please help me
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
Glenn l also have purchased a spa and con not find any manuals for it even though i have emailed them numerous times
when filling new spa is the water filled through the what appears to be a "in" designated inlet next to a out designated outlet on side of spa and we received a filter wrapped in foam protection do we have to put filter in before filling and using spa
How come you can cancel invoice 106220 above and stop zip and when we ask you wont? Our invoice 105954 we ask to be cancelled as noone can tell us where the spa is or when we get it and told you dont cancel?? Told you emailed and we have checked and received nothing...nothing in spam..asked to be resent...nothing.... its been over 4 months...zio said you can cancel. Seeing above shows you can cancel..why dont you respond and cancel?
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