"Polite but inadequate"

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.

"Can a company care less about its customers?"

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.

"great 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.

"very poor"

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?

"Ottimo"

Negozio consigliato A+++++++++++++++++

"LOVE THEM AND HATE THEM!!!"

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

"Response and delivery"

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.

"Fantastic service - would definitely recommend"

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!

"Holiday wetsuit needed in a hurry"

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.

"Stephen cross"

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