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Splashes Spa World
After sales service is really bad….
Be warned, don’t buy from Splashes….
We purchased a spa approx 3 years ago, we have had a technician out twice. We now had to replace the control pad on the spa now for the third time.. when we phoned Brookvake we were told no longer under warranty and it would cost around $300 to replace, as they have no record of the pad ever being changed..
We were advised that management would call back, but no call, we called the technician that replaced the pad, but he has not returned our calls….
So we are now looking to purchase control pad elsewh...
Read moreere.. the control pad that was originally on the spa is no longer being manufactured, which would suggest that they were faulty I the first place.. So don’t be fooled by their lovely salespeople, because their after sales is terrible….
Thank for your reply..
My husband has not spoken with you personally, over this matter, he spoke with a young girl after picking up the phone three times and being disconnected.. we have to date no...
Very poor post sales service
After sales service is non existent. Every time over the years when I called for service their answer was the same. We will put you on a list and will call you. I have phoned many times back to ask how far I am in the queue but I just got a reply from the man answering the phone at Splashes that I am still in the queue. I never got the call to finalise an appointment for a service. They recommended to me twice a person that was not part of Splashes Spa World that can do the service which I used once. Unfortunately, this service man said I had t...
Read moreo replace my spa pump which I did however later an engineer informed me the old pump is in perfect working condition and the engineer was curious to why it was replaced. Also, after the replacement my spa still had the same issue. The Splashes team is very friendly when you buy the swim spa, however the service is non existent after they have your money. I will buy my next spa at another organisation.
Spa Owner, as the owner of Splashes I am more than happy to take a call and discuss any issues with our independent contractors. I am more than happy to discuss a third party contractor. We are all we...
Read morell aware there are major delays with servicing due to lockdown restrictions in certain LGA's and therefore contractors not being able to get to their jobs in the usual timely matter. As this is a non warranty job you are most welcome to find your own contractor. Most service calls are logged and followed through. On occasions we will hand you out the contractors number to try and expediate the time frame from call to service. We can only improve our service if we are notified of issues and not have customers anonymously hide behind Product Reviews as a form of communication. I would be happy to talk to the service tech, your engineer and for you to bring in the pump for independent assessment to find out the truth behind a non warranty service. I therefor disagree with this review as it is directed at the wrong person or company.
My husband and I have multiple times phoned Splashes over the years to provide us with a service and the owner (probably you) was dismissive and ‘put us in a queue’ which never resulted in a call to c...
Read moreome to my home to provide a service. Our $20k+ was good enough but not enough to warrant good ongoing service. I am now again in the market for a spa but I will not use you or recommend you since you don’t build longterm relationships with your clients. You are just a seller. For this I can go to organisations with lower prices. I really tried my best and kept on calling and reminding you that you told me I am in a queue. By the way I experienced it before the pandemic and at the start of it a few times. I just decided that I want others to be aware that your focus is in selling and not service.Spa Owner. Again you are referring to independent service technicians and not Splashes. We do not use a 'queue' system. I would suggest you call the Brookvale head office to discuss and move away from...
Read more the anonymity of the Product review system. I do not agree with the accusations you are pushing. I'll await your call to discuss further. Steve Dempsey Owner of Splashes
- 2 reviews
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Service changes once they have your money
I bought a spa from [name removed]. Everything went well, until I called asking about chemicals and a warranty issue. Then the whole demeanor changed. He was rude and abrupt and when I questioned why he was speaking to me like this? I said you were great when you took my money? And now you’re abusive? The phone call ended with him swearing at me and hanging up. I cannot recommend a spa from this store if you have any after sale enquiries.
terrible experience
This crowd gave absolutely no help. Seems just to be a sales organisation. On the handover I asked about a remote controller as the panel is on the distant side of the spa. No response. My brother has the same spa with wifi connectivity. This was never offered to me. The whole experience has been a nightmare
Hi Greg sorry to read about your experience but I think you may have researched our range after the spa was installed and now realise you may have wanted a different model. If you have a criteria to b...
Read moree met it needed to be discussed before purchase. I have spoken to the person that came out to personally run through your spa set up and they have not indicated you spoke about a wifi remote, in fact the model you have chosen cannot be fitted with a wifi to run remotely and this would have been explained if you had questioned it. If you had discussed this at time of purchase the sales team would have directed you to a different range of spas. Your brothers spa has a platinum upgrade and the wifi was discussed and installed as per his requirements. Our records show you have also contacted the stores to discuss non standard products on occasions, including an internal step to be fitted, but again this is not something that can be added once the spa is installed and needs to be discussed when choosing the spa. Some of our models do in fact have internal steps. We are more than happy to upgrade the spa at your cost if you now have a different set of needs. Please contact the store directly to discuss the upgrade.
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Warning!!!! Terrible customer service and rip-off prices...
Bought a spa there some 5 years ago. I rang last week to check on price for 3 spa chemicals. I went there yesterday only to be told the price had gone up by $30. Salesperson (Rebecca) refused to honour the price she had given me over the phone. I asked her to ring her boss to verify this (Stephen). He agreed that they didn't have to honour the price given over the phone. Considering that I had spent thousands of dollars with them when I bought the spa originally, they could have at least given me the price I had been quoted. I wasn't asking for...
Read more a discount - just the price it was last week. Instead they chose to ignore my request, meaning that i had driven 30 km for nothing! Forget about buying from these rip-off merchants. I will never go there again and tell all my family and friends to avoid them.Hi Renee Sorry about your experience. We do not sell chemicals at high margin. We keep our costs low and pass on all savings to our customers, our focus is to provide a quality spa.
if you do some r...
Very Disappointed!!
You guys promised great service to us and did not deliver, very disappointed. My wife and i have been waiting for months for my spa leak to be fixed. We were promised over and over that a service technician was going to come out to us but that day never came. Not very happy with Splashes and wouldn't recommend you guys to anyone. You should only advertise in your own area because i definitely wouldn't recommend you to anyone in Wollongong. Matter fact I had to look for a local technician from the Wollongong area to repair our spa because I cou...
Read moreldn't wait any longer. So if anyone is thinking of buying from Splashes (Chinese Spa) you might want to think again. Think of your local spa stores that do deliver what they promise. How dare can your company promise me an Australian spa. I had done a bit of research and found that I was given a Chinese spa. How can you keep telling the consumers lies!!!John, we have encouraged you repeatedly to contact us to report your issue.
Splashes track and log all service requests, warranty or non warranty and we cannot find any record of your request, furthe...
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Barbara, I do not agree with the review. I want to clarify your claims:
Read more2 years. Your touch pad was replaced once under warranty over 2 years ago at no charge, there is also a record of a no charge warranty call out when the spa was first installed, this was not a touchpad, so the touchpad has been replaced once at no charge.The technician you are calling does not work for Splashes and as was an independent contractor that has not done servicing for ...