Divers Warehouse 

I ordered a wetsuit from DW on 12th June for a tropical dive trip, after contacting DW I received an email from them to say there were supply issues and they were contacting their supplier. After several more emails from myself in July prior to my trip I received an email on the 25th July suggesting I select an alternative option. I turned this down and requested a refund which despite several phone calls and emails has not been forth coming. The last correspondance received from DW was on the 7th Aug to say that my request had been passed to accounts for refund. Two weeks later I am still awaiting my refund.

After reading the reviews from other people. I'm finding it very hard to believe most of these negative reviews are even true. Everything I've ordered over the past year has come within the allocated time bar 1 product. Which was resolved and delivered without hassle.
Very professional.

ORDERED ON 29 AUG 2016
A WEEK LATER NOTHING WENT TO RING ON MONDAY TO DISCOVER THEY ARE NOT OPEN MONDAY OR TUESDAY(SHOULD HAVE READ OPERATING HOURS) HAD TO WAIT TILL SAT TILL I COUND RING IN OPERATING HOURS. STAFF WERE UNABLE TO TELL ME WHERE MY ORDER WAS AND WHEN I ASKED FOR A REFUND WAS TOLD THERE WAS NO ONE THERE WHO COULD DO IT SO I WOULD HAVE TO WAIT TILL THE FOLLOWING WEDNESDAY. I ASKED TO BE RANG ASAP AS I HAD ALREADY WAITED 2 WEEK WITH NO CONTACT FROM THEM. FOLLOWING IS THE EMAILS SENT.

THEM:
Thank you for your phone call on Saturday. We have called the suppliers and the knives cannot be guaranteed for Friday so as per your request we have sent through to accounts for refund. We do have alternatives in stock if we can assist with those Kind regards DW

ME:
THANK YOU FOR THE REFUND.

YOUR SERVICE IS AWFUL YOU CANT RUN A BUSINESS 3 DAYS A WEEK, STAFF THAT CANT AUTHORISE A REFUND OR EVEN KNOW WHAT IS HAPPENING WITH MY ORDER ON THE DAY I RANG HAD TO WAIT TILL WEDNESDAY (5 DAYS) TO EVEN HEAR FROM YOU AND YOU DIDNT EVEN HAVE THE DECENCY TO RING ME LIKE I ASKED. YOU OBVIOUSLY DONT CARRY ANY STOCK WHICH IS VERY MISLEADING. YOU TAKE ORDERS THEN RING A STOCKIST AND HOPE THEY HAVE IT. I WONT BE BUYING FROM YOU IN THE FUTURE AND WONT BE RECOMMENDING YOU. YOUR TRUST PYLOT REVIEWS ARE AWFUL TOO I WISH I HAD READ THEM FIRST. MY ORDER WAS FOR MY HOLIDAY I THOUGHT 3 WEEKS WOULD BE ENOUGH TIME FOR A DELIVERY AND YOUR SITE SAID IT WAS IN STOCK AND WOULD TAKE 5 DAYS TO DELIVER BUT APARENTLY YOU CANT MANAGE THAT. NOW I HAVE NO TIME TO FIND AN ALTERNATIVE......YOU RUN AN AWFUL BUSINESS AND CUSTOMER SERVICE IS CRAP. THANKS VERY MUCH FOR WASTING MY TIME. I EXPECT TO SEE THE REFUND ON MY ACCOUNT WITH IN 5 WORKING DAYS THINK YOU CAN MANAGE THAT!!??.

VERY DISSATIFIED CUSTOMER.

REPLY:
Thank you again, Divers Warehouse.

Thank you for your email. Our business is open Wednesday to Saturday as agreed with all our club members and late nights for air fills etc. On a Saturday there are no suppliers open so it is not that we will not advise, it is that we cannot advise. The dispatch team are in on a Monday and Tuesday for sending goods out. This is stated on our website. Most Dive shops are not open on a Monday. We have had our web technician roll back the website regarding your feedback and we are sorry if it was not clear but on the date you ordered it stated the knives where to be ordered from the supplier. We do hold a lot of stock but unfortunately cannot hold everything on a website and usually from IST we can get the goods within five working days, if however they are out of stock this will cause extra delay. This is standard practice . We once again apologise for the delay and did get in touch first thing on Wednesday as requested and passed your refund to accounts which we can see has been credited before this email. We have offered similar knives for you for your holiday and unless a Dive Shop has the IST knife in stock they will be in the same position so please be aware of that if ordering for your holiday. We are sorry we could not fulfil your order and will only discuss your order with you . Regards DW

ME:
I WILL STATE AGAIN YOU DID NOT CONTACT ME AT ALL I HAD TO RING YOU TWICE TO FIND OUT WHERE MY ORDER WAS. 5 DAYS YOUR WEB SITE SAID AND STILL DOES. NO CONTACT FROM YOU AND ALMOST 3 WEEKS LATER THERE WAS NO OFFER OF OTHER KNIVES TILL YOU DECIDED TO SEND ME THE EMAIL TELLING ME YOU WERE REFUNDING, AFTER I RANG YOU TO FIND OUT WHERE MY ORDER WAS. SHOPS USUALLY SELLING THINGS CARRY THE STOCK THEY ARE SELLING IN ORDER TO POST OUT ASAP. APPARENTLY YOU DONT WHICH AMOUNTS TO FAULS ADVERTISING. YOU LEFT ME HANGIN NOT BEING ABLE TO CONTACT YOU BECAUSE OF YOUR RIDICULOUS HOURS AND AGAIN I STATE YOUR STAFF WERE UNABLE TO TELL ME WHERE MY ORDER WAS WHEN I RANG. I FIND YOU VERY PATRANISING TOWARDS ME AS A CUSTOMER. I WILL JOINING TRUST PIOLT JUST TO LEAVE YOU A REVIEW AND IT WONT BE GOOD.

DISCUSTED CUSTOMER.
(LINKS)
YOU GUYS ARE SO BLOODY ARROGANT YOU ARE STILL ADVERTISING YOU HAVE THE KNIFES I ORDERED 3-5 DAY DELIVERY SO YOU ARE JUST SPOUTING A LOAD OF BULL ARE YOU.

AN UBELEAVABLE COMPANY WITH NO REGARD TO THERE CUSTOMERS CAN ONLY BE CONTACTED THEN 4 DAYS A WEEK AND ONLY 3 OF THEM CAN YOU SPEAK TO SOME ONE WITH ANY AUTHORITY APPARENTLY. I WISH I HAD READ THE REVIEWS ON HERE FIRST AND I WOULD HVE RAN A MILE FROM THIS COMPANY.

I purchased some items from Diverswarehouse over two months ago, but did not receive them.

Two weeks had passed and I hadn't received the items or been contacted by this company, so I contacted them. I was reliably informed that the items had been posted, however when I asked for the tracking number I was informed it was on the managers computer so couldn't be provided at that time. I requested that the tracking number be emailed to me once access to the computer had be made. This did not happen.

I continued to contact the company for a further 5 weeks and I was provided with further excuses Instead of any factual information. At one point they even blamed their suppliers, and there own manager for being of sick....Sad.

Towards the end of this ordeal they then started blaming me and became threatening towards me. Very fortunately for me there had been a fault on the world payment system, which thankfully meant they hadn't actually taken my money for this order. So I had a lucky escape and was able to cancel the order. The good news is I immediately ordered these items from a reputable company and I'm pleased to say had them delivered in 48 hrs.

In my view this company needs to put some time and effort in training and developing there staffs customer service skills and vastly improve there communication skills. I will not be using this company again.

Word of advice for all my dive buddies out there steer clear and go to a reputable company.

Around 6 months ago I purchased a mares torch from divers warehouse. Up untill 2 weeks ago I was extremely happy with the torch then it decided to pack in. When I looked at the torch I noticised that it had flooded. I took it back to divers warehouse on Monday and they posted it off to mares. Today I received a phone call from billy at divers warehouse who informed me that a brand new torch was at the shop for me. That is what I call a fantastic service. Thank you very much. Steve

Took my money, have not delivered the merchandise, and after several e-mails sent, the only answer I got from them was not true.
Asked for the order to be canceled on July, 21. Nothing has been done, and I am still waiting for a refund.
I have sent them several e-mails, since then, and despite they never answer, I keep receiving their mailing on my income box, advertising their deals...

On April 11th I ordered 2 pairs of Hydrotech gloves and 2 pairs of Apeks RK3 fins from Divers Warehouse Ltd, Bradford. Both items were advertised with 3-5 days delivery time. The order was confirmed and payment taken. Eight weeks later this order is still to be fulfilled, and so far I’ve had the following responses from Divers Warehouse when enquiring about the shipment:

Email 11th April:
“The RK3 fins are due back in to the supplier wc 25th April and will be sent out as soon as received”.

Email 29th April:
“As stated in the email sent on the 11th April Apeks were out of stock of these fins until this week. With the snow in the North they have only received the shipment today and that is being sent to us but with the Bank holiday it will be Tuesday or Wednesday (weather dependant) you will however have your order by the weekend”.

Email 11th May:
“... i have spoken with management and have been informed that the goods will be here next week and i will send them out on a 24 hour delivery”.

Email 24th May:
“... it is true larger suppliers do have the fins as they take precedence unfortunately with suppliers which is extremely frustrating for all involved. However we can confirm that we have received our dispatch note and the RK3 fins are on this shipment and will be sent and a tracking number will be advised by the end of the week”.

Divers Warehouse has not had the courtesy to respond to my latest email.

From the time of placing the order until now Divers Warehouse has advertised these products with an availability of 3-5 days. The fins have been available from the supplier and other retailers since late April. The above illustrates an appalling attitude to customer treatment and deliberate deceitful sales tactics when continuing to advertise products that they are not able to or willing to ship.

DW if you reply to this review just answer this simple question:
why are you not shipping my order?

I have recently taken scuba diving up, And divers warehouse was recommended to me by a friend. When entering the store you feel very welcomed by all the staff working there. As a new person to scuba diving the staff really simplified things for me, and broke everything down for me to get myself started with diving. Great customer service and honest staff. As serving solider in the army and always away from home most of the time. I don't get the chance to go into the store as much as I would like to buy more scuba equipment. But when doing some shopping online via there divers warehouse website, I bought a new torch Within a week a recived my torch. Thanks to divers warehouse.

fantastic staff ready to help, great selection of gear, will be there again.

(when you inquire more times) will tell you your item is on back order.
Cancelled order #100001860 placed 2 months ago due to it not being available (even though the item was available in 3-5 days when I placed the online order).
Still waiting for a refund.

When ordering a diving torch online for the birthday of my partner it didn't say on the site that they weren't in stock. So I paid via PayPal for speed and convenience. To my surprise it took 10 days to clear the payment to DiversWarehouse while the money got taken out of my account immediately. This might not be Diverswarehouse fault but according to PayPal they experienced a high volume of dubious e-checks. Anyway, when my payment finally cleared to Diverswarehouse and I inquired when they were going to send me the torch it turned out they actually never had the torch in stock and they were on back order from the manufacturer but were like 'golddust' and they had no idea when they would get them from the manufacturer. However, they assured me that they would have them within a few days. So I waited and when a few days had passed I called again. Very friendly I got told that they hadn't heard from the rep of the manufacturer yet but they were confident that the torch would be at their premises before the dive show, which would still be before the date I needed it, so I waited a bit longer. Before that weekend I called them again and got confirmed that the torch would be sent out before the diveshow so I would have it Friday or Saturday but the weekend came and went and still no torch. So I called them again and asked what was going on with my order. They assured me the torch would be with them within a week and then would be sent to me. But by then after a month of waiting, phone calls with the same excuse of the manufacturer can't keep up with demand etc., and emails back and forth, the date of my boyfriends birthday passed and I had no gift for him. I decided to cancel the order and ask for a refund.
On wednesday April 27 when I called and talked to their sales person, this friendly young man said that the refund would be able to go into my account directly, upon calling back the next day, because their accounts person (Jayne) wasn't in when sales said she would be, she said it could only go back into my paypal because I had paid with PayPal, I wasn't happy with that but hey as long as I got my money back I agreed. She said she would do the refund the same day, Thursday April 28. The next day I had still not received my money in my PayPal and called back yet again to be told it had been done on the Thursday and an email was sent to me. But I had no money and no email received on the Thursday. "Have you checked your spam folder?" I was asked. I always check my spam and junk folders but nothing had been delivered in spam nor Junk, so obviously no mail was sent and no refund had been done. Then suddenly, an hour after my rather annoyed call on the Friday, I received an email from Paypal that a refund had been made by Diverswarehouse on the 29th of April into my PayPal account and it would take 5-7 days to clear into my account. Which it didn't as it was available within a few hours, so that was just a caveat by Paypal.
Obviously, the refund had been made after my last call and not when they said it was done.
Oh, and they had the nerve to say that it was that it had been because of trouble with my Paypal account. However, the only time I have ever had trouble with payments through Paypal is when dealing with Diverswarehouse.

Avoid their on-line store like the plague!!
Yes it MIGHT show that you can get almost anything from them HOWEVER once you've ordered it AND paid in full you'll find out that they aren't actually in stock and then Diver Warehouse may if your lucky get round to ordering it in from the manufacturer. Don't bother getting in touch about any late orders as they have a severe lack of understanding about customer service.
If you can wait many months for the delivery of your items then you'll have no issues. However, if you expect something to arrive when you have been advised it will then take you business elsewhere - there are many other suppliers of diving gear out there and with much better service.

been using them now for nearly 3 years and have always found them very helpful and friendly. they offer good advice as to the right kit for you, normally from their own diving experiences and the prices are always keen.
The standard of dive training has been great and nothing has been too much trouble. All the shop staff and trainers have a good sense of humour and put themselves out.

Ordered an Analox nitrox analyser plus peli case Wed 2nd September. Called them the following week to try to arrange to have it sent to Scapa as I was up there the following week. Promised a call back. Didn't happen. Called them again. Again promised a callback. Again didn't happen. Went to Scapa and borrowed an analyser. Got home, emailed them. Got a response (yes, they do know how to use email!) stating Analox said order would be sent the following week. Nothing happened. I've since sent a further two emails.

Two months is completely unacceptable. Being promised callbacks and not getting them is very poor. Unanswered emails is very frustrating. There's also been a 200+ quid hole in my account now for two full months.

Diver Warehouse, order number #100000857. Perhaps you could give me an update in here?

The phrase goes. Love it or hate it, but I do both with divers warehouse.
I have spent a lot with them over the last few years because I love the prices and I like the idea of the small company competing with the likes of simply scuba or international firms. However I hate the customer service. Order something and then pull up a chair and open a book because you are in for a looking wait!
Some Examples
OMS gear took three months but that was OK because I was warned.
Fins took four weeks and with no communication and me having to chase the courier, not ok.
Computer strap broke, fixed straight away, OK.
Stage kit not available ,they sent cheaper replacement, not OK.

See what I mean, love and hate in equal measure!

I was going to order a rebreather but figured that by time it arrived we would have evolved gills.

TODAYS TIP IS...Check its in stock or plan ahead...a long way ahead!

Paul Ross

I ordered 23th of May 2015, took money out of my immediately after, but today on june 8th I still have not received anything. I Got an email that the order was placed with the supplier the 26th of May. I wrote an follow up email, but still no answer.. I am so disappointed. Update: After this review on trustpilot I recieved a message that my wetsuit just arrived at their location and was sent with DHL Express and the day after I got it. I am very pleased with this solution, but I hope Divers Warehouse will try to be better at answering per e-mail correspondence in the future, I will be a returning customer.

I visited the website and found the site very easy to use and found exactly what I was looking for. I had a few queries and therefore spoke with the store and found them to be extremely helpful and friendly. The items I ordered arrived within 3 days and were exactly as described on the website. I will definitely be using Divers Warehouse again!

I needed an affordable wetsuit for a holiday to red sea, based on a conversation with shop staff who looked up current temperatures they recommended a 5mm full length suit. I'm a large chap was when we went to the rack I was surprised to find 4 or 5 that should fit me and having tried a few on I went with a very stretchy 'Bare' suit. (no I had not heard of them either before). When I got to use the next week in Egypt, wow, was I please, toasty warm, no water flushing, just perfect. Thanks you Mark & Michelle, for your advise and help.

Well set out and well stocked shop catered for all diving needs amazing friendly staff very helpful and knowledgable Will recommend them always thank you for your help and support

After visiting the shop in Bradford after some distance travelling, I was amazed at the range of stock and how friendly the staff were. They couldn't do enough. Really know their stuff and the goods I purchased were top notch.

Who needs a posh shop front when you have quality goods and knowledgeable staff.

Definitely worth the travel - will visit again and online!