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
Run a mile from this company
It was four months before our spa arrived and it had numerous leaks and problems. Their customer service is non existent. Such a terrible company after they have your money.
Old age will get me before the warranty claim is processed.
It took 18 months to get 1 LED light and 3 speakers changed and now the heating element is down to earth, the store owner on the Gold Coast is useless, hasn't returned my calls once. I have to deal with the Cranbourne store in Victoria to get something happening. If I had my time again I would've gone elsewhere.
The aftersales service is the worst I've ever experienced.
* Purchased spa in April 2021
* Reported after 2 wks that we had a leak.
* Called spas direct and they said
"Oh just take the cover off and see where it's leaking"
My response "No, that might void my warranty"
Spas Direct: Oh well raise a ticket online and someone will contact you.
* Advised to log a ticket online.
* Raised a ticket online as they asked me to and still haven't had anyone look into this.
* Logged a ticket online and just get promises of callbacks that never ever happen.
* Followed up at least 15 times and I get nothing.
* 3 months later and still you guessed it, nothing.
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.
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
- Spas Direct Online Store
This company uses third party call centres and the salespeople are sub contracted out on a commision base who will not return your calls. Once they have your money they will not talk to you. In fact the only way to get them to talk to you is to make out you want to buy another spa.
I had issues when electricians connected spa it kept throwing safety switches. Turns out the spa was wired incorrectly, took electricians best part of a day fault finding. Something I shouldn't have to pay for. Bluetooth stereo does not work! Instructio...
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!
I gave it one star because I had to.
[name removed], I’m not a fake reviewer, like you (or whoever is attending to this page) alleges other reviewers are, and I have just emailed you proof of purchase of my spa, as well as a photograph of all the details printed on the metal plate on the spa surround. Responses to previous scathing reviews show that the administrator of this page is doing nothing more than deflecting your customers’ valid complaints. Our spa is great... when it works. The salesman was every so helpful and nice while selling me not one, but TWO spas; but that convi...viality evaporated as soon as my money was taken and problems started. I recently tried to make a claim, online, as instructed at your site, but - surprise, surprise - it would not let me submit it! Now I’m being told that you’re not sure if the boss will give me the $800+ it cost to fix a manufacturing fault or not, because I didn’t use the claim page on your website. That has set your customers up for failure and for your company to put the blame back on the customer with an offer of having a technician then help the customer with the IT problem. JUST FIX THE SITE SO THAT CUSTOMERS CAN LODGE VALID CLAIMS IN A TIMELY FASHION. Just remember, what goes around, comes around; even if my hands end up being tied, what you put into life, life will hand you back, threefold. May karma always be with you :)
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.
Update review - spa warranty claim being honoured at no cost to me.
Update - email just received that warranty claim is being sorted at no cost to me. Will update review once the repair is actually done.
Spa was great for about a week. Sound system on the spa stopped working 1 week after purchase. That was in December 2018. 5 months later and numerous emails they want to send me the parts but expect me to pay $116 technician fee because I am outside of their 40km service zone. I am in Liverpool, it’s not like I’m on the outskirts of nsw. first off their free service area limit is unreasonable, second I do ...not know how to replace a sound unit myself and thirdly, my consumer guarantee overrides their ridiculous, unreasonable and essentially junk warranty terms which are simply unfair to any consumer. I should not have to pay for a technician to fix a faulty product that was sold to me.
Questions & Answers
Hi there can I please get emailed a manual fro the Maui spa. And all the online manuals does not have this one on it thank you
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
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