- 15 reviews
- 5 likes
Poor after delivery service
I ordered a Fisher two person spa from Spa world back in January 2022. The salesman was very helpful and knowledgeable. It finally arrived mid August 2022, just a few days from us going away for a month as I had advised when purchasing.
On our return I emailed (on 19 Sept) the last concierge who had been dealing with me (one of a few). I let her know I was back and was ready for the VIP set up service that was included in the purchase and also that the set of steps were unable to be assembled as there were two right hand sides. I received noth...
Read moreing back so emailed again on 29th Sept - still no reply . I then put a message on the contact form on the Spa World website about a week ago and still nothing. I am short and find it very difficult to get in and out of the spa without the steps. Although I’ve managed to set the spa up despite the included instructions not catering for my model spa, I need assistance with balancing the water chemicals. The pump is also making screeching noises when I change seats in the spa. I am extremely dissatisfied with the customer service.
- Value for Money
- Cleaning & Maintenance
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Poor after sale service
We purchased a spa from spa world Tullamarine. The sales team were very helpful but the after sale service from spa world is extremely poor. Our spa is one year old and we have had multiple problems with it since then and I have been waiting for over four months to get a panel replaced after their service technician didn't secure it in place after repairing a fault that I also waited months for the team to act. The panel warped and doesn't fit on the spa and every time I email them I am ignored for weeks on end until I email repeatedly. Their g...
Read moreo to excuse is short staffed, but there are only 2 people who reply to emails in service and repairs and there are only 2 technicians who service a large portion of Melbourne. Very frustating after service. Would not recommend spa world their main office is based in New Zealand and all sorts of excuses are used for not replying or correcting a fault under warranty in a timely manner.- Value for Money
- Cleaning & Maintenance
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- 2 reviews
Very poor customer service
We had massive delays in the delivery of our spa pool. We appreciate that some of the delay was due to the pandemic but we were not kept updated on the progress until we actively chased up. Spa World outsources the electrical work, fencing and concrete work to Swimco an organisation that is quite inflexible and not very customer friendly. Invoices are issued in the afternoon for payment on the same day, sometimes for work not yet completed. We just found out last week that water seriously stagnates on the concrete that was installed and have be...
Read moreen actively chasing up with Swimco to fix it but it does not appear that fixing issues they caused is a priority once payment has been received. And we cannot operate the spa pool until this is fixed as the heat pump can only be installed after. As Spa World outsourced the services to Swimco, we thought they would be able to assist by getting Swimco to get their act together, but this was not the case. Spa World should carefully choose who they outsource their services to, as this is part of the customer experience. The whole process has lasted a year and if we knew it was going to be this way, we would not have chosen Spa World.- Value for Money
- Product Quality
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- 3 reviews
- 2 likes
Be wary of recommended builders
I don't have a strong opinion of Spa World spas/products specifically, but if they recommend a builder who can build the outdoor area for your spa, don't expect Spa World to help when things go pear shaped and you end up thousands extra out of pocket.
- Incentivised Review No
I would love to speak to someone with authority about this. I have explained the situation to Tullamarine but there has been no response. Very disappointing that customers with serious concerns and financial losses have been ignored.
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- 2 reviews
Beware
We carefully ordered a spa which would suit our purposes. It took a month to get here, and they insist on payment before it's delivered. We were clearly told that there would be no problem in tipping it on its side to fit through a gate way. When it finally arrived, delivery staff clearly said it was impossible. Now we need a crane, have no spa, and no steps we were promised either :(. Go elsewhere
- Value for Money
- Product Quality
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Hi Rory,
We're really sorry about the experience you've had. It is extremely rare to receive this feedback. We would really like to look into the details around these issues, are you able to contact u...
Lesson - dont pay unless you know the spa is in the warehouse
After paying $30k for a swim spa and being told that delivery is scheduled for 28th Oct and then being told they made a mistake and that the swim spa is due in the warehouse on 28th to now be told that swim spa is due in warehouse next week but they cant be certain. Cant say I feel excited anymore, just let down :(
- Incentivised Review No
- Return Claim MadeNo
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- 2 reviews
Vortex Swim Spa
We brought our swim spa from Michelle- she was amazing, very helpful, knowledgeable and accomodating to our situation with our backyard issues, the crane people were fantastic, couldn't fault anything and they explained everything they were going to be doing to me and took meticulous details to our difficult driveway so they don't damaged anything, however this is as far as it goes in term of great service. De Wet was meant to do a handover however on the time of delivery he couldn't as we weren't ready, however when we were we called him and ...
Read moreasked for assistance, not only was he rude to talk to, he bluntly told us to watch and read the manual. Not easy to set up a swim spa when we have never seen or dealt with one or are we technicians, when we called back again we got the same rudeness and he refused to come out to assist. We ended up calling another pool/spa company for help and OMG was he FANTASTIC!! he was so patient with us, went through the filter system, even talked us through setting up the spa. For a $35,000 swim spa, we would think we would get better post delivery handover/assistance. Shame on you spa world.- Value for Money
- Cleaning & Maintenance
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After sales is zero
Ordered a spa from Gregory Hills, they are obviously on commission and if you walk in to ask a question and it’s not your sales person they tell you to come back as they can’t help you.
Also the spa I got delivered is in the name of another person and they did nothing about this, saying that it’s the same spa. Why when creating the sale do they assign you a particular one from there stock, when clearly that isn’t the case.
Also I ordered the lifter for the cover only to discover on delivery that it is not installed, so can’t use the spa as I ca...
- Value for Money
- Cleaning & Maintenance
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Questions & Answers
Hi, I have Vortex Spa SV3-vh. I set the Automatic Daily Sanitise Cycle to 9.00am, but it is not working, not start the cycle, why?
Hi ... I have set my Vortex spa on 24 hour clock. MODE is set to NORM. Sleep is set to begin 10PM & off at 11.50AM. FILT is set to 8HR & F.CYC is set to 4HR. I have set W.CLN to 13.10HR. My question is why W.CLN doesn't start at 13.10HR ?... the A filtration pump comes on (water running) but there is no other blower action. It used to do this and I think I have pushed a selection button by mistake... can you help please?...Linda
I purchased a swim spa. Can someone recommend a contractor to do the concrete site work? I was wishing to put it semi inground but I will be happy with any options.
I am in Doreen Vic.
Thanks in advance.
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Details
| Category | Online Shops, Physical Shops and Pool & Spa Shops |
|---|---|
| Offers Free Standard Shipping | No |
| Products / Services Offered | Pools and Spas |
- ABN: 94141609663
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Hi Phil,
Thank you for your review!...
Read more We are very sorry to hear that your experience wasn’t the best it could possibly be. Since our recommendations are based on our customers experience it is very important for us to know the type of service provided by the 3rd party contractors we recommend, and that they are meeting our standards of excellence. With this valuable feedback, we will strive to look at the ways our recommendations can be improved.