Southwest Spas Australia - www.southwestspa.net

Terrible, rude and arrogant customer service. Do not adhere to their own policy. Never return calls after the sale has been made.

Their spas are faulty. Their google reviews are fake (review us to win a free spa).

I purchased an expensive swim spa end of 2018. Within 1 year, internal paint started blistering and structure falling apart. 9 months of trying to contact for warranty. All they say "send invoice number again and some pictures again". God knows how many times we sent them all and finally went to Fair Trade Australia, who are well aware of this terrible company. Now with FTA directions, we are taking them to court. Please any victims, join us. If we keep taking legal action, these unprofessionals will eventually stop abusing people.

Ordered and paid for our spa in October 2017 for before Christmas delivery. Finally received our spa in the first week in January but it arrived filled with filthy water, faulty and missing the external heat pump. Some of the spa works but the jets down one end of the spa do not work at all. Numerous phone calls and messages through their message service for over a month and we still haven’t received the external heat pump nor have we had any communication from the spa technician to fix our faults. Seems that they are all over you when you are wanting to buy the spa but when there are problems they don’t want to know you. Buyer beware : while their prices are good if you get a working spa, their after sales service is terrible if you get a faulty one.

Do not TRUST this company!

We paid for our swim spa, upfront and in full in November last year!

Guess what… we are still WAITING!!!

So thousands of dollars later and still nothing to show for it.

Of course we have called the “NSW Sales Manager” multiple times now - surprise, surprise… each time we get an answering service with no call back and no resolution.

In terms of delivery, get ready for the ride from hell – we have now had TWO futile deliveries, I have also dealt directly with one of the courier carriers… they simply laughed, said this is a common occurrence with this company and it is not uncommon for a customer to call them in tears.

Please note: this has not been the fault of the contracted courier companies but SPAS DIRECT / SUNSEAL GARDEN SPAS Pty Ltd – “Apparently” our spa has not been ready for collection for the courier company to collect at the SPAS DIRECT / SUNSEAL GARDEN SPAS Pty Sydney depot… even though SPAS DIRECT / SUNSEAL GARDEN SPAS Pty Ltd advised us it was sitting in their Sydney warehouse just before December last year?

Where is it then… Is it actually here, is it in the country?

And... still NO contact from the elusive SPAS DIRECT / SUNSEAL GARDEN SPAS Pty!

I have now taken days off work to accept deliveries, did the due diligence by confirming delivery eta’s first thing the morning of with the courier – all on track ofcourse and I am still expected to pay $1,600 for delivery????

Who’s paying for my time?

Who’s paying for the interest I am loosing due to the $$$ I paid in full now sitting in your bank account since November 2017 collecting interest for SPAS DIRECT / SUNSEAL GARDEN SPAS Pty?

Who’s paying for the electrician I have now had to cancel twice due to nil delivery?

Who’s paying for my running around, phone calls, emails and chasing of something that should have been resolved in the first instance?

Not… SPAS DIRECT / SUNSEAL GARDEN SPAS Pty Ltd, that’s for sure – they take your money and that’s it, don’t expect anything further from this company once you pay your $$$ - you will be chasing them for who knows how long!

Our follow-up / chase time is almost up to 4 months now.

We are now dealing with the ACCC – this company needs to be stopped and held accountable for their actions and zero customer service & follow-up.

Word or warning… buy local and from a reputable dealer.

All we can do now is hope for the best, our children our devastated to say the least.

Good luck.

On purchasing and paying in full (first mistake) we were advised that we would have our spa in 6-8wks

11wks later we still have no spa.

We have been offered aa difrent model and colour repeatedly. Something we do not want.

We have been told the one we order could be sourced from WA and be here prior to Xmas.

This also has not happened.

I have now been blocked from their fb page.

Clearly the reason for no negative reviews. ( somewhat bias sales pitch I think )

When asked for a refund was told the most I would get is 50% of the purchase price.

A lesson learnt .....

Poor quality and warranty is not there! READ THE FINE PRINT

I purchased my spa back in September 2016 while I was building my new home. Once we were ready for delivery we called our sales person who arranged delivery within a week or so. Once the spa arrived, it was better than we expected. The quality of the of the product was better than some we had seen in retail stores. We purchased the Hydro Spa and it came with a TV and DVD Player. We use our spa daily and I must say we are very happy with our purchase. The Team at Spas Direct have been very helpful throughout the process. I have recommend these guys to my friends who have also purchased.

Thanks guys, we certainly will be back when it comes time to buy another spa.

:)

I bought a spa about 2 months ago off Spa Direct. I paid $6,990 for a California spa and believe it's been one of the best investments I've made in my life (house + car excluded). The salesperson helped me make the best choice for my family and budget. The delivery driver went beyond his requirements when he delivered. Before making my purchase I visited 3 spa shops looking for the best spa at the best price. I didn't choose the cheapest spa as I'm a firm believer "You get what you pay for " and I'm so glad I live by that philosophy

Purchased my very 1st Spa from Southwest Spa. Was the best decision I ever made. Not only do they sell Spas at an amazingly cheaper price, but Southwest Spas go above & beyond- from delivering my Spa & into position. The delivery driver was amazing. The company has such helpful & patient staff. They are more than happy to answer any questions I had regarding my purchase. My Spa arrived on time. My spa was so much more than what I was expecting, it is just stunning. I couldn't be more happier with my spa. I'd highly recommend Southwest Spas to anyone.

110%

Thanks Southwest Spa!!! One happy customer right here.

Delivery was promised in writing in three weeks. Five weeks later after chasing up repeatedly the spa arrived. Not the colour ordered (although luckily the colour we wanted), without lid step or manual.. After three days of chasing I was told by a senior representative that there isn't a manual and that they would answer my basic questions. I asked if if the warranty wouldn't be voided if I did not maintain the spa according to a manual and was told It would not. An hour later I received the manual by email from another member of the company. The manual confirmed that the verbal maintenance instructions were incorrect and had I followed them the warranty would be void. At this point exactly we discovered the spa could not be filled beyond half way as it was leaking. After a few more days of back and forth I was told I would , have to get someone to remove the skirting for me before they would look at it. So I removed the outer panel myself. Photographed and sent it. Lo and behold a part is missing! I was promised a three to four day delivery of the part and that a repairman would come out 'as soon as it arrived' so everyone would be rectified in one week. I was also sent instructions on how to repair it myself (yay). Well part arrived so now repairman says he is busy because 'everybody is waiting on their spa. I can see the instructions are incomplete so cannot complete the repair myself and have yet to receive any assurances this wouldn't void my warranty anyway. Just today I went to post on their Facebook page out of desperation only to discover I had already been blocked!!!!!! So if you are wondering why there are only glowing reviews, that would be why. They are apparently blocking people in anticipation. Imagine the results they would get if they spent the time and energy delivering spas on time and in good working order. Let's face it, it's an excellent price, delivered on time with all parts and manual and in good working order is really all we expected. A couple of the staff have really gone out of their way to try and help, but it seems they have no hope given the managements attitude. Shame. I wish I could post photos of this disaster on my patio.