Poolandspacentre Reviews 194

Add give less than one star if I could waited over 3 months for my order but they took the money out my Acount straight away. There is no contact number to call everything had to go through email which takes to long. I would not use them again as customer service is terrible. Stay away

DO NOT USE THIS COMPANY
They are unreliable should have known better when they don’t supply a telephone number. No customer Support.
Ordered a hot tub lid in February 2021 as like the others paid in full on the same day. Still not received it 18 weeks on. No answers to my emails or tickets logged. Note you can only log up-to 3 ticket requests.
Just wished I had read other reviews before ordering.
(AT LEAST DICK TURPIN WORE A MASK) 😡😡😡

Don’t bother wasting your time ordering from this company.

Ordered a few bits via website, I didn't here anything so managed to contact via eBay where they were very helpful and advised that they were waiting for a part to come in stock.
One item I recived was broken, sent photos and they sent out a replacement the next day. The admin team was great and I will use them again.

This is third time using this company,never had an issue, every time after inquiry left,got my answer in 24 hours,goods delivered in 2 days ( one day earlier than promised), would use this company again without hesitation

Ordered items, said in stock on website, money taken from credit card same day.
Had to ask weeks later by filling in a ‘ticket’ on a 3rd party website linked to their website as to where my order was. Told not in stock and waiting for items due end of April.
Had to ask again where order was in early May, apparently further delay. Finally got order 14 May!!!.

And despite supposedly being brand new and just arrived in stock, one item box damaged and cartridge not in wrapper, white dust (contents?) all over it. Is this new? Who knows!
Terrible customer service so despite being a customer for a number of years, am now no longer one!!

Shop with suppliers who value you enough to only take your money when items are in stock and have been shipped and who actually want to speak to you, not provide faceless processes for customer queries and contact.

Bought a heating element assembly on line, it was in stock, then not, further enquires from others and the item is discontinued, I can't make contact with them either on line or by phone, very frustrating, very poor communication.

Item was delivered broken. Rang 3 times, no one there and instructions to go to website. Filled in a ticket with photos of damaged item. NO REPLY over a week later. I am now £80 out of pocket. I’ve a good mind to drive there and demand a refund. Disgusted.

I ordered a new hot tub lid in December 2020 and obviously due to Covid there were several delays BUT Emma was fantastic and kept me updated all the way through. Brilliant customer service
The hot tub lid self measuring guide is a great tool and really helpful

We ordered a heater in Monday evening. We had no confirmation email and that worried me. I then read some reviews and that worried me even more. I tried to contact but only by email. I needed not to worry as delivered as promised Thursday on time. Very good service.
If they could just improve communication would give them 5 stars.
Thanks will definitely use again for our Hot tub requirements.

Bought a 2nd hand hot tub and ordered many different parts from pool and spa centre. Fantastic service all round have to say very impressed. Parts were delivered within 2 days very well packaged and arrived safely. Knowledge of team outstanding very helpful and polite. Nothing too much trouble absolute pleasure to deal with. Well done team
Mr j reeves

Fantastic service. I ordered a replacement pump wet end and delivered next day. Turns out I ordered the wrong one (my fault) but having submitted a ticket was sent detailed information and having selected the correct pump this was also delivered next day. Polite helpful customer service combined with good stock levels and great prices.

Delivered a new pump for €316 euros to Dublin, Ireland within 3 days of ordering.
The price was less than half that of our local spa specialist and delivered during the first lockdown.
My second time I bought filters and aromatherapy products for our spa post Brexit. It was shipped, customs cleared and delivered in less than 2 days from date of order. I will always choose this company for my spa needs into the future!
Thank you Emma for all your help!
Kind regards

AVOID AT ALL COSTS!! Ordered 3 pipe fittings and 11m length of piping on 1-2 days delivery as urgently needed for a repair. 3 days later receive an email that there’s been a stocking error and 1 of the fittings is out of stock for approx 4 weeks so they will wait for that to come in before sending the rest of the order out!?! Why on earth would I wait a month to receive urgent parts for a repair!?! The logical thing would be to send the rest out so Im not waiting a month! I asked to cancel the order for the out of stock fitting, which I can source elsewhere and to speed my delivery to a Saturday delivery because it was now a Friday and needed for the weekend. They refused, claiming they don’t do Saturday delivery which is utter rubbish because you use DPD and they do Saturday delivery. Ok it might cost a little more but for the lack of contact and stocking error inconvenience for 3 days I’m sure they could have at least tried to help out. We have used these for a long time and spent a lot of money with them for chemicals and pool/hot tub parts but never again. Lost a customer over a couple of £ to send a Saturday delivery. Also no contact number so cannot call to discuss.

We are really pleased with our bespoke tub lid and storm straps and are very appreciative of how Pool and Spa Centre have dealt with completing our order despite the circumstances we have all been experiencing since March 2020.

I can't say enough how impressed we are with our lid, the quality and fit is superb.

The customer service was also great. With our tub lid being a non standard shape there were many queries, which were dealt with efficiently to ensure we have a perfect fitting, good looking cover, at a fantastic price.

The Hot tub cover is the best quality replacement Hot Tub cover ever received, will recommend yourselves to others and keep in mind for future replacements.
Also Tuffnells were also spot on with delivery. simply brilliant well done.

I Bought a new spa cover , following the promises of on time delivery and quality. IMO the cover I have received is at best 5/10 quality. It is constructed in high density polystyrene so will do the job but these are the issues. 1 I ordered 5cm longer flaps to protect from wind and ensure thermal retention, but the strapy are not attached to the flaps and so the flaps just flap in the wind, allowing wind ingress and thermal escape. 2. Seams are not folded and professionally finished on flaps, they are stitched and cutoff. 3. There is a 10cm gap in the side covers at the mid point join, i ordered the full centre pivot thermal seal which is ok but the ends in the middle seam are not covered by the wide flaps and do not overlap, i can get my finger through the wholes in the sides. 4. the material is stretchy and feels thin, I cant comment on longevity yet. I reported all these to PASC but their feedback from HST synthetics in Canada is that's the way they make them. Finally, I had to wait 12 weeks for delivery, a bizarre email arrives once ordered asking you to confirm and they don't do anything until you confirm even though they have your money. manufacturing took 5 weeks longer than expected. Courier details were not automatically given at any stage and the website of PASC is very poor in terms of order tracking. Everything is manual

I have been asking for 11 days straight now : You took my money straight away where is my order ... no response to phone calls no response to emails no response to support tickets ... its scandalous that a company can continue to cheat people and leave them in trouble after having relied on their lies.
I have come across some pretty bad companies over the years but this one beats them all ... when you phone you get a recorded message saying : we wont answer ... incredible ... prospective buyers !! go elsewhere as you wont get your order.

Before ordering I checked that there were a surplus of all the items I wished to order were in stock, hence I went ahead and ordered them. Did not hear anything for a month so chased them up, only to be told one of the parts was out of stock, this was not helpful as I could have ordered alternative parts which were also in stock.
Another month has passed by and I have chased them again, this time a different part is not in stock, so I challenged this and received a courteous reply say both parts out of stock, BUT I had to ask.
I would say that 1. Either their stock system sucks
2 They dont make up specific orders and await parts, they just rob parts from one order for another
3 They may have their own engineers that do repairs so rob the parts from ongoing orders.
They dont appear to have the stock, they dont keep you updated, but they do keep your payment.
I wish I had read other reviews before ordering

Ordered a chlorine basket online. Took money, never received confirmation email, never received item. Never responded to emails, when I called the answer machine says they only communicating via email! Avoid. Looks like I have hours of dealing with citizens advice bureau ahead of me ;-(.

*UPDATE - Never did hear back from them, money back through paypal. AVOID THIS COMPANY