“The wrong item arrived so I had to send it back. The correct item would only be sent once the wrong was returned. Unfortunately this process would have taken too long so I got a refund and sourced another one locally. Not the biggest issue just time consuming and frustrating when I needed the filter.”
“The customer service team is unprofessional in their communication, failure to respond back promptly, the sales team once again fails to respond to promptly about their quotes, it takes days for a return phone call, it has always been someone else’s fault, they constantly have blamed other team members and apologise for them. So in my opinion there is know team work in this business at all, they have lost a substantial sale , and I will not purchase any products or services from this business.”
Hi Debbie,
Thank you for taking the time to let me speak with you the other day, and let me reiterate that we are genuinely sorry for the poor experience you had with your warranty claim and your interactions with Direct Pool Supplies. I can appreciate how frustrating it was for you needing to chase these jobs up with us, and I can assure you that our team is working on improving the process for warranty claims to ensure that no other customers are left chasing us up directly for answers.
If there is anything we can do for you in the future, myself and the rest of the team would love to have another shot at helping you out.
Regards,
Tim at Direct Pool Supplies
Hi Wayne,
I am so sorry to hear the wrong part was sent. I have checked our records and can confirm we have identified the issue and have organised for the correct one to be sent out to you this afternoon. Our team have sent you the tracking for that delivery separately.
We certainly don't want our customers to have a poor experience like this, and we really appreciate you passing on your feedback and reaching out about the issue.
If there is anything further we can assist you with, please don't hesitate to reach out.
The Direct Pool Supplies Team
Hello Trish,
Thank you for your feedback.
I've looked into this dispatch and can see we have sent this item on August 4th. It has then made it's way to you in WA and a delivery was attempted on August 12th. When Australia Post were unable to fulfill the delivery it was returned to the local Post Office to await collection.
This morning I have lodged an enquiry to request delivery be reattempted. I hope this action will expedite the resolution in this process for you.
We thank you for your order and hope we can assist you on another occasion Patricia.
Kind regards,
Team DPS
Thanks for the feedback, and sorry it felt like too much. Most of those were your delivery updates, plus a single request for feedback and one reminder, which on a small order clearly added up to more than you wanted from us. We've suppressed your address so nothing further will come through. If there's anything we can put right with the order itself, email us at support@directpoolsupplies.com.au and we'll sort it.
“Pool skimmer we ordered was not delivered. Ordered and paid January 3rd. Chased up January 11th. Was told they were out of stock and they had no idea when they would have stock. Their website should never have allowed us to place the order or they should have contacted us about a delay. However it appears we have now been refunded.”
“Tried this product another 2 times still nothing pool is very clean but it didnt remove black spots,so I've decided to empty pool and pressure wast it with acid”
Hi Michael,
Thank you for taking the time to share your experience. We understand how frustrating persistent black spots can be.
An acid wash is generally considered a last resort, and in many cases there are other treatment options or troubleshooting steps that can be tried first. If you’re ever unsure or not seeing the results you expect, please feel free to contact us, our team is always happy to offer advice and help guide you through the best next steps.
Kind Regards,
Amy – Direct Pool Supplies
“I have been a customer of APS bundall Gold Coast for over 10 years, since they have been taken over by Direct Pool Supplies their service has become untenable
No one answers the phone and service from the store is dreadful. I understand that there are many customers who have the same complaint
This is business in rapid decline. Given my latest experience I will never use this service again. If you want details call me.
This typical of buyouts of well run businesses where the new owners change the model and wonder why the business fails. Customer service is everything and that has been destroyed.
This problem relates to communication and follow up and does not relate to Steve who is a field guy who unlike his colleagues in store are the ones letting the side down.”
“Have had a part from pool for over 3 months. When I call either no one answers or if they do the promised call back never comes. I wouldn’t waste your time with these guys”
“Wouldn't give any stars.
Ordered a product on the 16 Dec to be told today they don't have it in stock and ordered it from their supplier and only got notification today and it could be 5 to 10 business days.My client has been with out a pool since I ordered the part online. If stock isn't available let the customer know that it has to be ordered.”
