Divers Warehouse reviews

This review has been reported to customer service by the company 29 April 2013 for referring to other websites or companies.

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Many thanks to Hadrian for going the extra mile and getting my delivery for easter!!!

I will be diving in a remote area of N.W. Scotland over the Easter week-end and needed an additional O2 cyliner so I could take sufficient oxygen to fuel my rebreather for the whole week-end. I placed my order on Divers warehouse and as it was getting a little close to Easter I called to make sure the order would arrive on time. I talked to Hadrian in Customer Services. It turned out that DW didn't have the item in stock, but rather than spoil my weekend, Hadrian worked with AP Diving in Cornwall to get an O2 cylinder despatched and it arrived the next morning in time for me to get it filled. This is what I believe is excellent service. I sent a note to DW and Hadrian replied and said "He just got lucky with Fedex". Well, I believe you make your own luck and Hadrian did the business to get the delivery to me to save my trip. First class service Hadrian. Much appreciated!!
Very best regards,
Brian Dinsley

Shocking customer service

Ordered an item and was emailed 3 days later to say it was out of stock. It took 2 emails and a phone call from me to find out when it would be back in stock. Was given a date when it would be in stock and was promised it would be sent out to me the same day. They missed the post so it wasn't. Item then sent on 3 day delivery service despite me saying I needed it quickly.

To be fair when I spoke to Hadrian via email he was very helpful but the other customer service people were useless and didn't even read the emails I sent chasing the item merely replying with a boiler plate response.

Great customer service!

Just wanted to let you know that I received my cressi wetsuit and poseidon mask in time for my holiday. I am very pleased with both! Thank you for the amazing customer service! I will be sure to come to you if I buy any new gear!!!

Fantastic! One Very Happy Customer :)

I just wanted to say how happy I was with the service and turnaround of Divers Warehouse.They processed and despatched my order so quickly with no dramas at all. I placed my order on the Monday and did not expect to have my new (AMAZING) fins in my hot little hands by Thursday! I was so thrilled I took them out on a test run that night and absolutely LOVE them.

Will most definitely be ordering from this site again.

Thanks a million!

wrong order and terrible service

I ordered a pair of beaver velocity fins and received them a week after I made the order which was fine, until I realised they had sent me one fin of one size and the other fin of a completely different size. When I rang up to ask what had happened they said it was beavers mistake and if I sent them back they would send me out a new pair. I called them to make sure they had received the fins I returned and they said they would have the new fins back to me in a week. A week and a half went by and no word so I called them again and they said they just got in a shipment so I would have them in 4 days. 5 days went by and nothing so I called once again and they again said that a shipment had just come in but I desperately needed them by the weekend as I was going on holiday and had been waiting 4 weeks for them. They ensured me that they would be sending them out the next day and would post them next day delivery so I would get them on Friday. I called on Thursday to make sure they had sent them out and THIS is when they finally decide to tell me that they're out of stock.
I'm sure the product would have been fine but the terrible service Diverswarehouse has provided by keeping me completely out of the loop concerning my order has convinced me to never buy from this company again despite using the company before. I encourage you to do the same and take your custom elsewhere.

25 February 2013

Reply from www.diverswarehouse.co.uk

Dear Bryony Carter,

We can only apologise for the information we have been given. We were made aware that the supplier had more fins in stock to rectify your issue but unfortunately this was not the case. We had been contacting the supplier and we were promised stock only to be let down in the end. We contacted you on every occasion as soon as we had any information ourselves to give you. Fortunately in this instance we are not to blame.

Kind Regards,

Janet

No Guarantee on products

I spent over £180 on snorkelling equipment at the shop, taking care to try on the products to ensure a good fit.

After less than 3 months, one of the Mares masks started leaking through the left lens/skirt. I emailed Divers Warehouse and they didn't respond for 2 months. I then used their contact us form. They said that the mask was not covered by the Mares 2-year warranty. Despite the 2-year warranty being stated on the documentation with the mask. The only thing they could offer was a £4 discount on a replacement mask.

Mares guarantee is apparently only valid with authorized re-sellers, which must mean that Divers Warehouse is not an authorized re-seller.

I will go elsewhere in future and would advise anyone who cares about after-sales service not to order from them.

25 February 2013

Reply from www.diverswarehouse.co.uk

Dear Mr Lau,

We are sorry you feel that way. We offered to look at the mask for you however Mares does not cover defected items after 2 months of purchase. We are an authorized reseller of Mares equipment and pride ourselves in being so. I can only apologise about the inconvenience you have received. Mares would not take the mask from us due to their warranty procedure.
Please see Mares warranty info:
HOW TO SUBMIT WARRANTY CLAIMS UNDER THE MARES WARRANTY PROGRAM?
Warranty claims have to be submitted to the Authorized MARES Dealer where the Product was purchased within two months from detection.

Please follow link to Mares full warranty info: http://www.mares.com/corporate/warranty.php?region=eu

Thank you,


Divers Warehouse

Another thank you

I would just like to say a big thank you to diverswarehouse i placed my first order (to go to France) on the 21st of feb for my brother he called me today and asked to let you know he is very happy with your service, it came in no time at all , and very happy with the goods i got him so big thank you to all at diverswarehouse , i will pass on good words to friends and family about your excellent service

An exercise in frustration!

Ordered some items in April and the first thing that went wrong was they said they delivered a torch but it was not in the consignment, a replacement was received but that didnt work. One of the other items I ordered was a Cressi regulator/octopus/BCD set and they didnt have the BCD in ladies size small. I have now waited 5 months and finally received it after many phone calls, not once did anyone bother to call me and give me the status update, each time I called, I was given a different story about where it was and when I could expect to get it; on some occasions I was told I had already received it. The constant chasing and promises of being called back and not being were totally not acceptable. They lent me a BCD to go on a trip in this time and then when I returned it, I told them I was including the broken torch in it, sure as h***, I called to find when I could expect a replacement torch and I have been told that the torch wasnt in the box which it definitely was. Sigh, I just give up on this company.

Great service is standard

I recently ordered some Mirflex regulator hoses and other stuff from divers warehouse and the service I got was great. The items arrived ahead of the exoected date which was a surprise and the cost was comparible with, if not cheaper that many other outlets.
i would have no hesitation in recomending them to a friend

Deeply (web)helpfull :-)

Hi,
I'm from Belgium. I'm completely satisfy by your (web)services and particularly touched by your honesty. Thanks a lot.

Paul

Great prices. Very helpful when Fedex mad a complete hash of the delivery.

Fast, but incomplete delivery

Ordered a VR Switch Set C29, got it pretty quickly, but the circlips were missing. Took the old ones, no problem.

Very fast delivery and excellent product

Bought the Custom Divers Heewee system from Divers Warehouse as it was priced lower than the manufacturers website. The product was delivered very promptly, well packaged and exactly as described.

Thanks

An easy company to do business with.

My order was slightly delayed due to a stock issue, but I was informed promptly about this. The goods were sent out and arrived with a day of the new stock arriving.

Great dive gear, discounts and service

I had a question about replacing a dry suit neck seal. The response was quick and helpful. Diver's Warehouse also hold a wide range of kit. I ordered an O2 analyser cell as well as the neck seal. The gear was dispatched withing 2 days and the rates were competitive.

Divers Warehouse recommended

Excellent price, product and delivery.

Goods as described, swift delivery

Goods as described, swift delivery

Brilliant service, can't fault them

Always very helpful and friendly. They go out of their way to please the customer. Excellent service.

Great

Great communication, fast shipping, everything ok!

Good communication and delivery 1st class

Ordered just before christmas and got concerned about delivery. Emails answered promptly over the holiday period satisfactorily and goods delivered when they said they would.

purchase goods

perfect service

Quick and reliable

I ordered my torch at xmas time the product is excellent and the service was brill even with the holidays delivery was done in good time many thanks

Lack of Information

The ordering process was easy on-line, but there was no after care service via e-mail. I had to ring twice for updates as to the progress of the order.

top service,great prices,local and convenient

I would always use diverswarehouse to purchase my gear as they are reliable, keep you upto date with your order and are very well priced.
Plus they are local and convenient should you want to visit there shop.

Everything oke

no problems, everything oke

Good range of items, competitive pricing and excellent service

Found exactly what I was looking for with relative ease.
Website easy to navigate. Prices are competitive with most other similar retailers and delivery was quick.

good efficient service

will use again

Still not impressed

In reply to your responce on my orIginal review.
I was waiting a lot longer than a week from when I first placed the order. It was a week from me contacting you asking what was happening with my order after you had failed to inform me it was out of stock.
The SMB in the package should have been AP Valves Buddy self sealing when in fact you sent me the inferior Beaver which is not self sealing. It was clearly stated on your website it was the Buddy SMB in the package..

Very good service

Item was ordered from the website and very quickly I recieved a phone call that the item I had ordered was out of stock.
I was offered an alternative at a discount price straight away and the order was recieved without fuss

Well done!

Wrong watch received

We received the wrong watch and when we e-mailed you, we did not get any answer. Furthermore it took 5 days before the watch was shipped from UK - long order process.

06 January 2012

Reply from www.diverswarehouse.co.uk

Please accept my apologies as explained in my email to you.

good product,well packed,slow delivery due to christmas

excellent web site easy to look at products, prices and savings clearly displayed.well wrapped with delivery charge reasonable.

Perfect service

I needed a pair of thermal socks for winter/spring UK diving.
I have large feet (11-12) when ordered,I requested advice on best size, which was mailed next day.
Delivery was very quick, a couple of days.
Tried at Matlock Raft Race and mosty toasty!!!
Thank you Diverswarehouse.

perfect!

quality + speed...thx

Fast delivery and this even after Munich

Missing part has been supplied within the shortest possible time.
Thank you

Super fast delivery

Brilliant delivery speed, but just one suggestion - during ordering there is no notification about whether items are in stock or not and only after placing the order is a message given that items will be dispatched shortly, as long as they are in stock. Might be worth a quick phonecall if you want to order something quickly.

great prices and quick delivery of the product

really simple site to use and the product was as described with a great price.

Fast and efficient delivery

Fast and efficient delivery

Poor communication and response time

On 22nd November 2011 I paid for an upgrade for my Mares dive computer. I had bought it secondhand not knowing that it had already been upgraded by someone else and therefore could not be accepted. I have had to chase Divers Warehouse for information and to get my computer returned, and at the time of posting this review I have still not received a refund, after being told 11 days ago they would do it, and I am still chasing!

06 January 2012

Reply from www.diverswarehouse.co.uk

We did receive your order on the 21st November. On receipt of your unit I had to go through the process of upgrading it to discover it had already been upgraded. This is a timely process to do. I then had to report this to Mares and await there reply (which is standard practice).

I would just like to point out that the Shop/Individual you bought this unit from should of informed you at the time of sale that it was not upgradeable.

I would like to apologise for the length of time it took for the refund.

very good service - when one of my items was lost in the post, they sent me a replacement straight away with no quibbles

Excellent service, good prices and good range of stock