"No wetsuit, No refund"

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.

"Excellent service, friendly staff"

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.

"AROGANT PATRONISING USELESS COMPANY"

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.

"Complete Disapointment"

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.

"Faulty mares torch"

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

"Could not be worse..."

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...

"Take your money and deliver only excuses..."

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?

"amazing customer service"

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.

"awesome"

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

"They take your order, take your money, and perhaps ..."

(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.