What a brilliant company to deal with, answered questions before I had almost sent the email, delivery was quicker than warp speed. Alot of companies online could do with lessons from the staff on how... See more
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Review summary
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Reviews shaping this summary
I purchased a pool cleaner from 123Pools, unfortunately after a few months use it failed to work. The manufacturer decided to refund me in full via 123Pools thanks to Claire who was my contact. I... See more
I brought a pump from 123pools, which I didn’t realise when purchasing had the wrong connection. Nick was very helpful in helping me and giving me a refund after posting back to them! Although unfortu... See more
I contacted 123Pools to find a suitable heater for my Bestway Swimming Pool. Claire’s advice was invaluable and the new heat pump, the Flotide A5, has transformed the pool. It’s also not as expensive... See more
Company replied
Company details
Written by the company
Intex Specialists We have a long standing relationship in supplying Intex swimming pools. From inflatable to rectangular to metal frame pools, we have the UK's widest online range dedicated to these manufacturers.
Contact info
123 Pools - 12 Old Mill Road, TQ2 6AU, Torquay, United Kingdom
- sales@123pools.co.uk
- 123pools.co.uk
4.8
Excellent
265 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Product exactly as advertised.
Product exactly as advertised.. delivery on time..great company
January 5, 2026
Good communication and product advice
Good communication and product advice. Fast service.
December 15, 2025
Great Team
I brought a pump from 123pools, which I didn’t realise when purchasing had the wrong connection. Nick was very helpful in helping me and giving me a refund after posting back to them! Although unfortunately I haven’t kept item I would still recommend these guys! Fast posting and very helpful team! 😊
October 15, 2025
Excellent communication
Excellent communication, answered all my queries pre sale, fast delivery and on time, couldn't wish for more.
October 1, 2025
Ordered through the website everything…
Ordered through the website everything was straightforward and easy to do. Was contacted regarding delivery and kept updated from order to delivery. Reasonable price, well packaged delivered within time frame would definitely recommend
October 3, 2025
POOL HEATER
POOL HEATER
The product purchased was what I was wanting, and the delivery was very efficient.
September 29, 2025
Good customer service.
October 7, 2025
Unprompted review
Very helpful
Very helpful and ensured I got everything I needed and when I had an issue with my heat pump continued to help till the issue was resolved
September 22, 2025
Check out their negative reviews and take heed!
I would strongly discourage anyone from buying from 123 pools due to my experience with them. I can go into length at the nightmare I had with them, but looking at the other negative reviews left, it seems likely that the guy, who I assume is the owner, will give a response to portray his company in a better light and try to discredit me.
Just for comparison, after returning the faulty heat pump, which yes, I did get a full refund for after multiple requests for them to collect it, which also was NOT a UK plug as they write all over the listing, I purchased a similar heat pump from another company and the customer service was brilliant.
123 pools falsely advertise, they gave false and misleading information and gave us an extensive run around with their troubleshooting...and they did it with what I and everyone who has seen their correspondence, has perceived to be an unpleasant attitude.
They don't answer the phone once you have a problem and would only communicate by WhatsApp message.
My partner and I are now waiting to see how entertaining the response to this review will be...we have evidence for everything I've said here to be true.
I wish I had looked into the negative reviews before purchasing from this seller and never bought from them.
August 30, 2025
Reply from 123 Pools
Thanks for your review. We're sorry your experience didn’t meet expectations, but we want to clarify exactly what happened and how we handled it.
We're a small business and we work hard to resolve problems fairly. It’s never our goal to discredit anyone’s experience, only to share the full context when things go wrong.
You first contacted us on Thursday 4th September. We responded within 10 minutes via WhatsApp, and you also spoke with us by phone that same day. From that point forward, we worked with you to sort the issue as quickly as possible.
UK Plug Issue:
The heat pump is shipped directly from our distributor, and it should have come with a UK plug, as shown in our listing.
As soon as you told us it hadn’t:
We confirmed the issue with you right away.
You requested a permanent UK adaptor, which we provided.
We covered the cost of free next-day delivery to get it to you immediately.
Leak Reported Over the Weekend:
On Saturday, you let us know the unit had developed a leak. Even though we don’t normally operate over the weekend, we stayed in contact with you throughout to help resolve the issue.
Between Saturday and Sunday (our non working days), we exchanged 73 WhatsApp messages — 32 from us, 41 from you, as we walked through troubleshooting steps and tried to fix the problem for you. We use WhatsApp as it help us try and diagnose the fix the issue as photos and videos can be sent.
Collection and Refund:
By 9:00 AM Monday morning, we contacted you again to confirm that we’d arranged collection of the unit.
Your full refund was processed the minute we received the item back,
We responded quickly, including within 10 minutes of your first message, stayed in contact all weekend to help you, and took care of everything , from sending an adaptor to covering return shipping and issuing a full refund.
We understand your frustration, but we handled the situation fairly, professionally, and went well beyond what most would expect.
We are genuinely sorry that your heat pump was faulty but we did everything we could to troubleshoot to get it working for you.
You told us about the leak on Saturday, and by 9:00 AM Monday morning we had already arranged collection for the unit to be returned. We acted quickly, stayed in touch, and did everything we could to resolve the issue fairly.
We think it’s unfair to discourage others from buying from us when the situation was handled as thoroughly as it was. You received a faulty product, which can unfortunately happen, but we worked with you tirelessly over the weekend to try to resolve it. When it couldn’t be fixed, we arranged for it to be collected first thing Monday morning and issued a full refund without delay.
Fast turnaround on the order but I…
Fast turnaround on the order but I thought they could have been better with price matching
August 26, 2025
Reply from 123 Pools
Thanks for your review and for ordering with us. We’re glad you were happy with the fast turnaround.
Regarding the price match, we’re always happy to match like-for-like offers, but it’s important that the terms are the same, including things like delivery times and supplier location. The listing you found was from a supplier based in Spain, with a delivery time of over 30 days. Our price was the lowest in the UK for the same product, with next-day delivery, which is why many customers, including yourself, choose us.
We appreciate the feedback and hope to have the chance to serve you again in the future.
Customer service is 10/10 with prompt…
Customer service is 10/10 with prompt response even out of hours. A great service and highly recommended.
August 26, 2025
Heat pump
Ordered a heat pump and after a minor issue.
I spoke to a very helpful person at 123 Pools who sorted out everything and my heat pump arrived.
The people at 123 pool are very professional and helpful
10 out 10 service.
July 28, 2025
Very efficient and helpful
Very efficient and helpful
Customer service is outstanding compared to most companies these days
July 22, 2025
Swimming Pool Heat Pump
I contacted 123Pools to find a suitable heater for my Bestway Swimming Pool. Claire’s advice was invaluable and the new heat pump, the Flotide A5, has transformed the pool. It’s also not as expensive to run as I feared it might be. Fantastic customer service, I would highly recommend!
July 23, 2025
Reply from 123 Pools
Thank you for your lovely review. It was my pleasure! Enjoy Claire :-)
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