Pool & Spa Warehouse

We have had Chris servicing our pool for some and we have been very pleased with both his attitude and knowledge. He leaves the pool clean and tidy and can answer most questions. The new fellow, David, seems to be coping well. He was here last week and was thorough and left the pool clean and tidy, which we were very pleased with.

Hornsby Pool and Spa Warehouse installed a new filter for me about 5 months ago. A leak developed when a barrel union cracked. I rang them and they repaired the leak the next day, as well as removing some redundant pipework which wasn't their work. No charge as all work was done under warranty. The technician was Chris and he was prompt, efficient and most obliging. Five star service. Highly recommended.

A big shout and thank you to the team at Hornsby Pool and Spa Warehouse.The staff who come to our home to service our pool are always just lovely, and very efficient. Mark regularly visits, and is always on time and accomodating. Mark is not only very good at his job, but also a very kind and patient person who is always welcomed. Thank you very much, your work is most appreciated.

I have just left the team a P&S Hornsby. After a long and contrived journey regarding my pool robot a solution was had. A big shout out to Bec who is a start. A true customer service professional who cares greatly about her customers. Andrew, the manager, is a no nonsense individual that runs a good shop. Well done to him for facilitating a solution.Ryleigh has been great in looking after my pool needs for sometime now and thank you for all you help. Trevor is always there for assistance and getting questions answered.Thank you team.

In an online world where face to face customer service is slowly being eroded, it’s nice to be able to promote local services and enjoy the personal experience of good customer service. Even if it sometimes comes at the expense of convenience and price.But sometimes this customer service and face to face contact comes with challenges, and you long for an online-only world.Due to the Covid lockdown and our local pool shop were out of action, so we chose to purchase a new Polaris pool cleaner from Pool & Spa Warehouse. It was the first time we had used their services, and they are just a couple of suburbs away from us. The transaction went seamlessly enough at that point, and the pool cleaner was dutifully collected and we installed it. Job well done we thought.The problem occurred about a month later when we tried to return a faulty part of the cleaner that had failed.I spoke on the phone to a quite pleasant young fellow and as we chatted, he looked up our details and that of the purchase in their system, confirming that all was in order. We discussed the details of the return and although we could repair the product ourselves, we subsequently agreed it was best to return it for a replacement. A day or two later, my wife tried to return the product not expecting any difficulties with the transaction based on my conversation. Well, she was greeted with difficult and unhelpful staff that refused to look up our details or the purchase in the system, and implied that we had probably not even purchased it there (or worse). This all came about because we forgot to take the hard copy of the receipt with us. Remember that they have the purchase and all of our details in their system. We offered to show proof of purchase via online banking (which is legitimate proof of purchase according to Fair Trading). The bank statement was not accepted and they refused to look up our details, so my wife was sent away with the broken component in hand.In a similar way to the pleasant fellow from my chat, the staff could have quite simply looked us up in the system. They could have even cross-checked with my wife's licence if they were genuinely concerned. That and the bank record of the transaction would be more than enough evidence that we were not criminals.After a load of wasted time and multiple phone calls later, the manager reluctantly agreed to replace the product. But stated the manufacturer may not even accept the faulty product as a warrantee item. Leaving me with the impression that we may have to return the replacement part.At this point, I’m not sure if I am more annoyed with the retailer or the product manufacturer, as this was quite clearly a legitimate warrantee claim.After what seemed like pulling teeth, and on yet another visit to the dragons den, we received our legitimate warranty part, but left with a less than pleasant taste from our experience.I finish where I started. It is nice to promote local services, but I have come to realise not all local services deserve to be promoted. I am extremely disappointed that in some quarters, customer service is languishing. Rather, customer service should be honed by the looming threat of technology and multiple online options.

Mark from Pool and Spa Warehouse Hornsby does a fantastic job looking after my pool - it's a big job when you have lots of trees but he keeps things all clean and sparkling, his service is next level good!

Same as other pool cleanersLet’s start the manager is a bully and arrogant. I bought the pool cleaner in good faith. Explain to the store assistant what what pool was and how it was builtThen the manager tried telling me the pool cleaner didn’t work because water was dirty even to the point he gave me a test kitWon’t be going back to pool & spa werehouse AsqithBully rude manager

Owner went over the top to provide awesome customer service for quite a tricky part to find.All the staff are very helpful and happy to teach you the ins and outs of pool ownership

I bought a pool cleaner (brand Rebel) on 11 Mar 2020. And on the package and installation user guide it clearly stated 3 years warranty from purchasing, so the warranty should be up to 11 Mar 2023On 22 Jan 2023, I brought the cleaner to the shop to repair due to slow moving issue. They checked and confirmed the warranty was within 3 years, and said it will be fixed the next week. Once we picked up and brought back to home to test, the moving issue was getting worse and it could only turn around and not move forward anymore. Then we called the shop and they asked us to bring back to repair again. On 3 Feb, we were told it’s fixed and could be picked up. This time we went to test in the shop and it still could not work. And they gave us an excuse they could not fix it since the warranty should be 2 years, and 3 year on the package and installation guide is not right.We are very disappointed about the Pool Spa Warehouse’s customer service, integrity, and skillset of staff as a big brand. And also for everyone's information, if you want to purchase something with warranty there, you need to be very careful since they will not admit if there is some issue coming. We will go further to corporate office, fair trading and media to get fair treatment and it will also protect other buyers.

Been a client of Pool & Spa Warehouse for many years. Always top service and good advice often providing recommendations for less expensive options to achieve the same outcome. Personnel are both knowledgeable and friendly. Highly recommended.