123 Pools Reviews 

Antwoord van 123 Pools

Geüpdatet op 14 sep 2025

Thanks for your review. We're sorry your experience didn’t meet expectations, but we want to clarify exactly what happened and how we handled it.

We're a small business and we work hard to resolve problems fairly. It’s never our goal to discredit anyone’s experience, only to share the full context when things go wrong.

You first contacted us on Thursday 4th September. We responded within 10 minutes via WhatsApp, and you also spoke with us by phone that same day. From that point forward, we worked with you to sort the issue as quickly as possible.

UK Plug Issue:
The heat pump is shipped directly from our distributor, and it should have come with a UK plug, as shown in our listing.

As soon as you told us it hadn’t:

We confirmed the issue with you right away.

You requested a permanent UK adaptor, which we provided.

We covered the cost of free next-day delivery to get it to you immediately.

Leak Reported Over the Weekend:
On Saturday, you let us know the unit had developed a leak. Even though we don’t normally operate over the weekend, we stayed in contact with you throughout to help resolve the issue.

Between Saturday and Sunday (our non working days), we exchanged 73 WhatsApp messages — 32 from us, 41 from you, as we walked through troubleshooting steps and tried to fix the problem for you. We use WhatsApp as it help us try and diagnose the fix the issue as photos and videos can be sent.

Collection and Refund:
By 9:00 AM Monday morning, we contacted you again to confirm that we’d arranged collection of the unit.
Your full refund was processed the minute we received the item back,

We responded quickly, including within 10 minutes of your first message, stayed in contact all weekend to help you, and took care of everything , from sending an adaptor to covering return shipping and issuing a full refund.

We understand your frustration, but we handled the situation fairly, professionally, and went well beyond what most would expect.

We are genuinely sorry that your heat pump was faulty but we did everything we could to troubleshoot to get it working for you.

You told us about the leak on Saturday, and by 9:00 AM Monday morning we had already arranged collection for the unit to be returned. We acted quickly, stayed in touch, and did everything we could to resolve the issue fairly.

We think it’s unfair to discourage others from buying from us when the situation was handled as thoroughly as it was. You received a faulty product, which can unfortunately happen, but we worked with you tirelessly over the weekend to try to resolve it. When it couldn’t be fixed, we arranged for it to be collected first thing Monday morning and issued a full refund without delay.

Antwoord van 123 Pools

10 sep 2025

Thanks for your review and for ordering with us. We’re glad you were happy with the fast turnaround.

Regarding the price match, we’re always happy to match like-for-like offers, but it’s important that the terms are the same, including things like delivery times and supplier location. The listing you found was from a supplier based in Spain, with a delivery time of over 30 days. Our price was the lowest in the UK for the same product, with next-day delivery, which is why many customers, including yourself, choose us.

We appreciate the feedback and hope to have the chance to serve you again in the future.