"Start of 2024 I decided to build a pool…"

Start of 2024 I decided to build a pool for the first time.
I tried a few other pool suppliers before I found 1stDirectPools.

I can honestly say the other suppliers I ordered from previously have nothing on the customer service and wealth of knowledge Iain at 1stDirectPools has to offer customers.

All deliveries have been fast and efficient so far.

"Order a replacement pump with the same…"

Order a replacement pump with the same part number having being told via email that the fittings were identical.
on arrival they are clearly not.
No offer of contribution to pay for the plumber to rework the pipework.
Terrible customer service.

My response from their reply.
Both the plumber and myself measured and the connections are most definitely different to the original pump!

"Outstanding service"

Ordered after 2pm on 1st August. Delivered this morning. Outstanding service. Very happy customer. Thank you so much.

"Extraordinary Service"

You can best gauge a company when there is a problem. Minor damage in transit on a pole received a full refund without quibbling and no need to return the item which I have to admit I was able to fix. They now have a customer for life! Huw Walters.

"Buyer Beware! "

I have the pool style mini 5kw heat pumps. The heat pump has been used for around 6 weeks last year then set up again around end of may this year and the error code PL keeps coming up, but after the pump has been on for a few minutes it starts working normally again however now it just has the error code PL. I’ve used this heat pump for about 3/4 months in total. Not even continuous mainly on the weekends but I thought no problem it’s under a year old so guarantee and warranty will be fine. Contacted 1st Pools Direct annd was told to open it up annd check the troubleshoot page, which is just annother language to me as I’m not a heater technician and apparently the warranty company they use expect me to send the heat pump back at my own expense! When I questioned this I was told it was in the T&C’s. I don’t have the money to send something that heavy and big back to the company and even if I did they won’t refund me so I’ll be out of pocket for something 1st direct sold me and isn’t even a year old or even been used for more than 4 months.
I now won’t have a heater and I’m really upset as my dad bought me the heater last year and he passed away in January.
I just wish this review had been here when I bought it as I wouldn’t have bought it if I had known. I just don’t want anyone else to get caught out by the warranty company as if anything goes wrong with your heat pump you will be paying to send it to be checked And it’s not cheap.

"Customer services are brilliant"

Customer services are brilliant. No wait, sorted zproblem in no time.

"DO NOT USE THIS COMPANY"

Please don't use this company! Their customer service is appalling! I had an issue with the delivery of my replacement pool cover which was caused by their own system in the first place as it put a random address as delivery address. I corrected this with the original order and got acknowledgement email confirming that this random address had been taken off my account. I was asked to approve and pay the proforma quickly for the replacement as lead times would be long in the summer. I quickly checked my name and address and approved and paid it. I never thought that they would again put the incorrect address. I had no delivery notice or timeline. After a few weeks I e-mailed to ask for an update and was told that the cover had been delivered 2 days ago to this random address. I begged them to help me recover the cover even saying that I would pay in full all delivery charges but they were so rude and unhelpful and just said it's your problem and you need to contact the address and get it back. I have never dealt with a company with such bad customer service and after sales care. Please DO NOT use them.

Thank you for the response below but again you have not given the correct information. There was no quote with the incorrect address - just an e-mail with the cost. It's not about the £ 49 delivery cost it's about the principle and how unhelpful and unprofessional your company is with issues. I can see a common theme in the reviews below that if things go wrong then you are the MOST unhelpful company. The negative remarks are what I think of your company and I would not want anyone to face the anxiety and stress I faced on Thursday 13th June trying to get this pool cover picked up (from an office block) and redelivered to me. You have still not acknowledged that once I had corrected the delivery address once it should not have gone back to the random address that you put. I have also written to your directors and will see if they respond but I doubt it!

"Exceptional service"

Right from initial enquiry,helpful and knowledgeable to quick delivery then concern about size (unfounded,my mistake) to accepting a return of unused fixings ....and a brilliant price to upgrade my pool cover,service has been exceptional. Thanks,Richard

"Excellent customer service"

Excellent customer service with my recent purchase. Corinna responded promptly to my queries, found answers from the supplier and sorted everything. Would definitely recommend.

"Excellent experience"

Excellent experience. My pool pump was not well and by chance I found 1st direct. Helpful sales person made purchase easy. Ordered around 2.30pm arrived the great comms at around 11.30 following day. Was up and running by 1.30. Highly recommended.