“Let me start by saying that I've been a great fan of your products and your company's attitude to customers until now. It was immensely generous of you to send me a 25 m hose reel cover to replace the 15 m one I'd purchased by mistake; I was very pleasantly surprised by this response. However, we now have the 25 m hose reel cover but find it completely unusable. Despite my watching the very clear and mercifully brief YouTube video clip about how to use the cover, I could not get the two zip parts near enough to each other to close up. I tried repeating what I'd seen a number of times with no success. i tried approaching the task in ways different from those recommended by the clip; they didn't work either. Reluctantly, I enlisted my husband, a law prof with excellent practical skills. I have to admit that his spatial judgement is better than mine. But, although he tried and tried, becoming increasingly exasperated, he could only achieve what I had managed: a good fit along the top and at the back but with a big gap between the two sides in front so that there was absolutely no way of closing the zip. Could this particular hose reel cover have been faultily made? Or is it us? Regards, Jo (I would appreciate a response, please: ted_jo@bigpond.com)”
Hi JoThank you for sharing your feedback regarding your recent experience with our 25 m hose reel cover. We appreciate your kind words about our products and previous customer service.We apologize for the inconvenience you encountered while trying to use the cover, despite watching the instructional video. We understand how frustrating this must have been for you and your husband, especially considering your practical skills and efforts to find a solution.I have taken a deeper look into the account and can see that you have a Hi-flow 25 meter reel which has a larger casing size as the 25 meter standard reel. This will be the reason you are struggling to fit this on your end.I have organised the correct size to be sent out as a priority and once again, we apologize for any inconvenience caused, and we appreciate your understanding and patience.Any issues at all with the new cover once received please feel free to give us a call on 1300 900 617 and we will get straight on top of it.Kind regards Hoselink team
“Because we have purchased products before it was very easy to order on line,and get it posted which arrived here on time in good condition. the product is very good at protecting the Hose reel from the sun and rain all year round and we only replace it every few years.”
