Divers Warehouse 

Excellent dive club with really experienced instructors but most of all really welcoming for new divers. Excellent choice of stock both in store and really good prices online for all of diving equipment. Had my kit serviced numerous times in the store quick turn around and all kit done with expertise. All regs o2 cleaned. Always use this store for my diving orders and if I ever need advice they are always happy to help me out

There's no point writing my experience and arguing who's right or wrong with the company here as I know they will respond saying all the opposite. My experience is more or less the same with everyone else. Just remember these 3 points from the lessons I learned, if you decide to deal with this company:

1. Before you purchase anything, e-mail or call them to ask for a specific date of delivery and get it in writing (they will say something like “beginning of next week”, “in the next few days” to string you along. Ask for a DATE, even if they say it's not in stock and have to order it in from wherever else in the world, just ASK FOR A DATE).

2. If you are happy with the delivery date, pay using a method that is easy enough to claim back the money if any problems arise, e.g. PayPal, credit card. NEVER use bank transfer.

3. As soon as the delivery date has passed and you feel like it’s going no where, OPEN A DISPUTE. If you don’t do this, they will never refund you (they say they will, and they will blame you for opening a dispute causing a delay in refund (which is not true! - I have contacted PayPal and confirmed that it is because they refund using e-cheques which will take roughly the same amount of time to clear with or without the dispute); but if you don’t, you’ll never get the money back - or at least, have to wait a painfully long time).

I have since received my refund however, I did not feel that the company was being honest and proactive, they were not keeping promises, even twisted facts and blamed customers. I have filed all communications and contacted the Citizens Advice consumer service whom has also shared this information with Trading Standards.

Useful advice from the consumer service: Under the Consumer Rights Act 2015, goods should be delivered within 30 days of the contract being formed, unless a specific delivery date or period has been agreed between the consumer and trader as part of the pre-contract negotiation. If the agreed specified delivery date or 30 days passes, we would suggest setting specifying a further, appropriate delivery time. If you made the delivery date particularly important during pre-contractual negotiations, you may be able to treat the delivery date as an essential term of the contract. You could seek redress from the trader for a full refund or damages.

I have put one star only because there is no option for zero stars.
I ordered wetsuit and boots on November 21 2016. Money was promptly taken.
At the end of January wetsuit arrived and I returned it for a bigger size - received by divers warehouse on February 6.
As of May 20th - despite multiple fone calls and many assurances, I have no wetsuit. The boots have never been supplied. Two dive holidays have been and gone since the order was placed. Today I have asked for refund - no confidence this will happen promptly. I will be speaking to a solicitor on Friday 26th if refund not received. No communication - empty assurances - no delivery. Do not use. Chris Hyde

And as a follow up to the response ....... yes, you have told me that a wetsuit was direct shipped, you promised to give me shipping details but never did - you were advised it hadn't arrived, so told me another had been direct shipped, and that you would give me shipping details - no shipping details ever received. As for boots - yes you have told me you will offer alternatives, but never have, in the six months since you accepted my money. Goodwill ? Get serious .....

Good quality products with knowledgeable & helpful staff

Ordered a set of scuba fins two weeks before christmas as a present, after they did not arrive was told that they were unavailable but were on back order by email. Sent another email in february explaining that i would need them fo a holiday in March or my money back, and was assured that i would receive them in time. The holiday came and went and still no fins or refund. Have sent numerous emails and am really getting sick and tired of the service from divers warehouse now.....will not be ordering from them again.

I ordered a torch from Divers Warehouse in February, I have now sent 3 emails, and made 4 phone calls and visited twice. Nine Contacts!
The last phone call was 2 weeks ago, the lady I spoke to faithfully promised that the touch would be delivered on Tuesday the 25th, once again the torch has not arrived!
This without doubt the worst shopping service that I have ever had.
I purchased the touch with some gift vouchers that my wife got me for Christmas, I asked the lady to refund my wife's card she refused saying that Next would not refund vouchers so they would not!!!

The Response from Divers Warehouse was disappointing again, They seem to think that you can apologise without saying sorry.
Still waiting for the torch.
PS. Nightmare service not my Nightmare sorry if I was not clear.

Great! Needed an undersuit on a deadline for an expedition and the staff went above and beyond to make sure they got it to me ! thanks !

do not buy! do not trust! I placed an order in December. they have been confirming that item is coming from supplier for over 3 months. after that informed me that price now is much higher so I canceled transaction. Month after cancellation I did not receive £156 refund. think they just making money keeping customers cash on their account.

I am very unimpressed with this company. I ordered some weight pouches for BCD about a month ago. I then realised the BCD already had the pouches supplied with it so requested a refund for the pouches I had ordered. I was advised a refund would be granted. A week later nothing and was told accountant on holiday. A further week later told accountant back will arrange refund. Told several days ago give us your card details and we will refund today. Still waiting.............................I will NOT use this company again and suggest you DONT either.

I've now received the reply from this company as you can see. It is poppycock. I cancelled the item on the same day 18th March and was told the accountant was on holiday but back in on the following Thursday. It has taken nearly a month to get my refund back. To keep emphasising I ordered incorrectly is just a diversion to their incompetence. Under the terms of the Consumer Act a person is entitled to a 'cooling off period' when they can claim a refund which is what I did within the timescale. All fault is with them not me. Four phone calls, four promises the refund would be carried out and a month later I'm still waiting although I did receive an email stating they are making the refund today. I will wait to see. Come on guys get your act together then you wont have to keep giving feeble apologies like this.

I have multiple air tanks that I needed testing and filling. I dropped off the first and was told it could take up to a week depending on how busy they were - I was pleasantly surprised to get a phone call the following day to say it was done. I will gladly continue using this company.
The staff are very welcoming,friendly and helpful. They're happy to listen to any issues you may have and offer professional advice.

I would HIGHLY RECOMMEND this company regardless of if you just need a tank filling or testing or if you are in need of new equipment or upgrades, you will be well looked after here.

Same experience as a lot of people. Ordered something from their website, 2 and a half months later it still hasn't arrived. I have now cancelled the order, and will be buying it from elsewhere. I understand that deliveries etc. can go wrong, but I received no emails from DW to explain what was happening with my order, only when I emailed them did I receive firstly a very broad reply saying they were awaiting the delivery, and the reply after this to my next email was 'bear with us we are moving'. I have now called to cancel my order, so now just waiting on the refund. I would never order online from them again, and only go into store and buy things in stock. It is the only way you can guarantee you will receive the item!

Ordered my son some diving gear after great advice from sales person as I have no clue what I was looking for. Arrived on time and at a very reasonable price and excellent quality after looking around online. Will definitely use them again and have already recommended to my sons diving friends.
Thanks for all your help much appreciated .

Having been recommended by my brother in law, I recently purchased some items from this store for my husband's Christmas present. The order was processed quickly and I received my items within a few days. Fair prices and good customer service, I would definitely use again.

Still waiting for goods .....now one month. Called yesterday to be told 'oh yeah love we are expecting delivery next week '. That'll be 5 weeks. Completely unacceptable no communication no answer to emails and only in office a few days a week. How is this company still trading ? Asked for refund which hasn't happened so will have to get credit card company to resolve.. hey happy Christmas divers warehouse one diver in my house won't be getting anything for Christmas !

Divers warehouse

Have just seen your reply.... Absolute LIES and STILL NO REFUND !

Youve gotta love the British way !! This company been honest regarding their accounts personnel being off unexpectedly ill . Members of the Dive Club assisting the staff in the interim and yet the company still get slated .
I have had nothing but impeccable service and assistance from these guys including free assistance if just a tweak .
Seriously don't understand fellow divers a dwindling industry and we crippling small businesses that have had genuine issues ... I've been in .. have you ??

Ordered 3 items from DW 19 July. By 5 Sept had not received the shipment (I had chased up a couple of times by email & was told delays due to manufacturer & supplier) so asked for a full refund. DW didn't give money back, instead sent one item & said they'd refund the balance, fair enough I thought. However after a further 6 weeks still no refund. In that time I sent two emails, DW replied to one stating delay was because there was, and I quote the precise wording "...our accounts is unexpectedly not been in since last week ...". They didn't bother to reply to my second email so I raised a dispute resolution with PayPal and got the refund within 24 hours. I will not be dealing with this company again.

DO NOT USE THIS COMPANY
I'm really surprised that these people are still trading given the competition out there. They will take your money and you will not receive the goods you order. I have had to get the credit card co to get my refund after 8 weeks of lies and broken promises from these people. AVOID LIKE THE PLAGUE

Same as all the others really.. chased up my overdue order and was told that nothing's in and what I ordered comes from multiple suppliers.
I pointed out that's irrelevant as I ordered with just one company..them.
Everything is always a week or two away.

A refund was agreed but once again, no contact and no email confirming thus as agreed.
I do find it hard to believe that a company can be so badly run and have such contempt for customers.

I expect I will have to get PayPal to sort this out, as to keep taking cash and not supplying goods is staggering.

If the situation changes, I will be delighted to reflect this in this posting..but for now I am appalled, frustrated and if this situation is not resolved promptly will buy elsewhere and apply via court for any additional costs that I have incurred.
I really feel for the staff, this must make the whole job frustrating for them.

Over to you Divers Warehouse to do the right thing and sort this ...

Update: many thanks to Divers Warehouse for promptly resolving this and refunding.

Awful service! I wish I had read reviews on this company before I placed my order. I purchased a mask on 11th July this year, as I was off on a diving holiday at the end of August. After giving them a few days grace on the estimated delivery date I rang them and they said they didn't have my mask in stock so it was being ordered from the supplier, which could take up to an extra week. After the week passed, I sent an email and got no response, so I rang them and they said my particular mask wasn't in stock, but I could choose a new colour. I then received an email (so their email does work!) with the colour choices, which I responded to with my choice, yet again, no reply. After another week of waiting I rang them again and said I needed it by the following Friday (giving them 8 days) otherwise I would be cancelling my order and asking for a refund. Low and behold, no mask! So I rang and cancelled my order, asking for a full refund, they said the money would be in my account in 2-3 working days. In the end I had to go through Paypal to get my money back as I don't think they had any intentions of refunding me quickly. Do not order anything through this company, they are complete time wasters and it seems like I am not alone!

I ordered some reef hooks from these jokers because they were keenly priced and stated delivery in 3-5 days. This turned out to be impossible as the items were out of stock and had to be ordered from the manufacturer. Did they call me? No. Two weeks later I called them and was assured that they had contacted the manufacturer and the reef hooks were on their way. Two weeks later no reef hooks and not a peep from DW. I call them again and get a cast iron assurance that the hooks will be with me the next week. Ho hum. Two weeks later and my trip is coming up so I call DW again. Finally I am told that the hooks are out of stock with the manufacturer and had been since day one. Why did they not say this in the first place - they won't say. I have now cancelled the order and we'll see how long the refund takes. It has cost me an additional express courier charge to get the reef hooks from another supplier in time. Do not use these clowns - they just take your money and ignore you.