1st Direct Pools Reviews 224

Hannah was extremely helpful and found exactly what I needed, posted it to me and I received it the next. Excellent service, many thanks

Sales team at 1st Direct Pools are fantastic

Great work today by Tabby and especially Phil Elson
What a service

I'm very new to pools but now know I can contact this great sales team who will help me out

Thanks for a great,prompt and professional service

Mick

Can’t recommend this company highly enough. Great prices, excellent technical knowledge and fantastic customer service. Everything I’ve ordered has arrived next day and when something arrived damaged (not their fault) it was replaced without question. Ashley in particular has been an absolute star, being super patient (despite me constantly phoning for advice!), and even going the extra mile to make sure that everything that we needed was delivered before my installer went on holiday. Brilliant - thank you

Very poor service. I paid over £1000 for a pool robot and it stopped working within the guarantee period . I reported the fault on 25th April......still waiting for it to be fixed and I an always having to chase them.

Had a delivery issue with DHL and contacted 1st direct and they have sent me a replacement delivery for next day delivery. What great service, brilliant.

having found 1st direct online i was not sure what to expect, but have only praise for there service, assistance and general attention to my problems. some of the help they gave me was not relevent to the items that i had ordered, which were reasonably priced and the delivery prompt. i wish the were closer to where i live .

Used company for many years. Pool heat exchanger failed after 1 year. Same chemical conditions as the exact same heat exchanger that lasted 6 years before. No refund or exchange !!! Their view was the manufacturer said the only failure mechanism was the chemicals. Totally ignoring any weld defects. Then they ask me to send it back to the manufacturer at my cost so they can tell me the same thing. Be very careful with this company. Very very poor customer service

Great company used 1st Direct for nearly ten years for my chemicals and parts. Always helpful and efficient.
ordering and delivery always quick and easy.

Excellent service and quick delivery. When I had a question I phoned up and was put straight through to a person who could help.

Absolutely shocking requested parts I needed after they told me to get an engineer to check then supplied different parts not what was requested! To add to this had to pay import duty they failed to mention! Disgusting company

Good products and both times I ordered they arrived the very next morning. Great service

1st Direct Pools are exemplary. The website is user-friendly, the prices are competitive and deliveries are made promptly and efficiently.

Goods as described and despatched promptly

I bought the same product as previously; it’s exactly what I wanted and it arrived promptly.

Shocking approach to customers. Expensive heat pump completely failed after less than18 months and they are not prepared to do anything about it. I have no doubt they will not even rely to this review.

You can't sell something for '000s of £ and then when it failed deny any liability.

What about helping your customers?

Would have be zero stars if that was an option.

There you go - their reply is exactly what I expected, not even thinking about some form of help, just blame manufacturer. You simply don’t get it do you?? Useless.

Ordered a bubble solar cover and the seam down the middle is completely off centre ruining the whole look of the cover apparently this is how they come and basically tough luck absolute rubbish ! Had previous covers and they were not like this so angry I went with this company 😡

I will not be buying from 1st Direct Pools again! After purchasing a pool heater, we have been going for nearly month with their customer service department and their suppliers to get the heater correctly working. I have since given up and purchased a new pool heater from a different company. Equally been struggling to get to a sensible remediation on payments already made. AVOID

update: (approximately 2 hours later), 1st Direct Pools have reached out to explain how this was not their fault and their suppliers/manufactures were to blame for the delays. Also tried to explain how "misleading and unfair" this review was.... would have instead appreciated if they were focused on getting to a satisfiable resolution vs telling him how unfair this review was. To be clear.. I am not looking for freebies .. just a rational discussion on how we resolve this.

Ordered the Pool Pump and was delivered the next day, FREE of postal charges.
And yes, on offer was the best pump at 46% discount saved me a whopping £350+
Thanks