“(Written July 2023) I bought a solar-powered pool pump & next day delivery. Delivery was prompt but that was all that went well with my experience with this company. It’s been nearly a month, so I’ve left out a lot.
Arrived packed in a floppy , damaged cardboard box riddled with holes. Except the solar panel, everything was just loose in the box, no padding. The pump was swinging loose, dangling by its wiring from the solar panel box & wrapped in a scrap of bubblewrap, so the ‘output’ wiring on the panel was pulled loose.
“Instruction diagram” was just a printout of the photo from their website. No diagram, no directions or description of how to install correctly.
Panel/pump didn’t work. I emailed, giving as much detail as I could, including many photos of both the box & setup. I explained my issues, tried to be as helpful as possible for them to diagnose the issue. Replacement didn’t work either.
On the solar panel is a plastic box with what should be a button, but it doesn’t move. It’s made from the same piece of hard plastic as the rest of the box. I never thought I’d be gaslit over a piece of plastic, but, despite me explaining & sending video & photos, the company assured me I just had to press the ‘button’ & my pump would work. I even had a phone call, 3.5 weeks on, asking me to get my husband to try! Are my little lady hands were too weak or something? Obviously he couldn’t push solid plastic either & the company has since said they’ll send all future orders in the ‘on’ position (how my 3rd panel arrived), so I must not be the only person to have this problem.
The reply to my 2nd email explaining that my pump did not work, attaching photos & video to illustrate this read simply “Glad to hear you have sorted the issue out”. They don’t read emails properly as this has happened more than once, including replying to old emails, and ignoring questions.
When they finally agreed to replace, I asked them to arrange collection as I can’t get to a drop-off depot. After they’d arranged & sent me the label, I asked for a collection date & they replied “we do not arrange collections” (clearly didn’t read my email properly). No attempt at resolution, just a reply that seemed to say ‘tough’. They seemed wholly unbothered & were leaving it up to me to somehow resolve this, as if it’s no responsibility or concern of theirs. No reply when I asked what next. Finally sent a frustrated email & they arranged collection.
Replacement also faulty but 2nd replacement now works. It has, however, been a month-long pattern of them not bothering to reply to my emails & only doing things once I chase them. When I ask for an update, they tell me they’ve dispatched, but days later EVRI email they’re “waiting for a parcel”. If they tell you on a Friday they’ll be in touch, forget about hearing from them until you chase them the next week.
They do not seem to care.
I’ve fought to convince them there even was a problem in the first place. I bent over backwards to provide them with a huge amount of detail, including photos and video, to try to help them assess the issue and yet I’ve had to chase them at every turn for any response. The lady who rang me, did seem to want to resolve the issue, but went on leave the next day so back to square 1. (She seemed genuinely helpful)
I paid for next day delivery because I wanted it up & running on a certain date. If I’d known it would take nearly a month between ordering and receiving a functioning product, I obviously wouldn’t have paid extra. I mentioned this to them several times but there has been no acknowledgement or offer of a refund of this extra charge. There have also been minimal apologies; the final one read “we apologise for any inconvenience you have incurred”, like “my” inconvenience wasn’t caused directly by their (in)actions.
CONCLUSION: if you get a working one, great. If you get a dud (or 2), forget about getting it resolved quickly, or feeling valued as a customer in any way whatsoever. If you value your blood pressure, avoid them like the plague.
UPDATE AUGUST (1 month on): the pump is not powerful enough for my purposes. I have an Intex 28272 (3m x 2m x 0.75m, ~3800L) and the pump doesn't create any movement in the water at all. Definitely find a more powerful pump if you've got a similar sized pool; this might be ok for a pond or much smaller capacity pool.”
“Avoid!!! Send you the wrong product and then fob you off to say it's a printing error with no evidence. Save your money and shop elsewhere. Poor customer service.”
