“I ordered 3 x items a pump a cartridge filter and a salt chlorinator the online shappoing system advised me of the price and said a lead time of 4 to 7 days whilst the pump was listed as a special order item this did not stop the online system taking money from my credit card. only to be advised that the pump would be weeks away which i cancelled, then the filter was not in stock. so i wont be back ever”
Hi Richard,
Thank you for taking the time to share your feedback. I appreciate you bringing this to my attention.
I want to acknowledge that the issues you experienced with stock availability and lead times were on us, and I sincerely apologise for the frustration this caused. You’re absolutely right that the online system should have been clearer before processing the payment, and I am reviewing this to help prevent it from happening again.
The two affected items were refunded previously. I would, however, also like to personally thank you for your honesty and prompt action in returning the accidental refund for the item you had already received.I truly appreciate this. As a small gesture of thanks, I’ve sent a gift to you.
I understand your disappointment and respect your decision, and I’m genuinely sorry that your experience didn’t reflect the level of service I aim to provide. Your feedback is valuable and will help improve our processes moving forward.
Amy - Direct Pool Supplies
