Swimart Hope Island

Terrible customer service!!! Shop owners are extremely rude and dismissive. Take your business elsewhere people!

I never review, and was going to move on from even writing this but I am so that people avoid this business, the owners are very rude and the woman so passive aggressive but gives her dogs more attention than the customer. I moved into the area 2 years ago and tried them as it was local to me and I needed new equipment, I think I spent close to $5000, I hate to admit that! I just recently had to drop the robotic cleaner in as it was under warranty still, the lady owner saw me getting the cleaner out of my boot as she also pulled in in her car and she proceeded to walk just before me and literally close the door in my face, no way could she have missed me, another lady worker was helpful and came to me. Pick up cleaner and told it was ready a week ago and no one could get a hold of me as my voicemail was full. I had one missed call from them and called them back the next day. I asked if they could advise what was wrong with the cleaner, lady owner tried to search for it but no luck, and then dismissed it and she said it was free, bring it back if it does it again. I asked as I was curious what the fault was. By the replies on these reviews to previous customers I am sure they will brush it off and blame me and not actually take on board the feedback.

It was absolutely fantastic service. After 7 years, the cell in my chlorinator finally died, and on top of that, my pool robot broke down after only a year and a half of use. As an immigrant with limited English, I was quite anxious about dealing with everything. But the service I received was simply outstanding. They took away the old robot and provided me with a temporary one while waiting for the replacement. Within just 3 days, they delivered and installed a new chlorinator cell. And then they even replaced the broken robot with a completely brand-new one. Now that is what I call real customer service. Thank you, gentlemen.

very disappointed with the service I received. The salesperson’s attitude came across as rude and dismissive, which made the experience uncomfortable and quite unpleasant. Clearly she needs holidays or an destress pill.

I can see why they insist on getting a credit card detail before doing anything. Looking at reviews in last 2 years, I should have read them before asking for a service. I was quoted 270 for a spa service, which they went, filled the spa and said it's not working and quoted me for repair price. Then charged my credit card 210 for doing this without telling me or providing itemised invoice .

Beware of this pool shop!. Both the wife and husband have no idea about servicing pools. Their technicians don't service as qouted. First service was great as im assuming I was on site but it went downhill from there. Only 3 services in and the technician spent a total of 8 mins "servicing" the pool. The qoute was for a detailed brush of walls and floor to maintain cleanliness and calcium build of atleast half hr service, tech came and went from my house in less than 10 min which the security cameras have recorded. Tried to talk to owners about it straight after he left but they were hostile and didn't belive what I tried to tell them. Stay well away from this shop. waste of time.

Hi team, I don't usually like to leave negative feedback, but when I was asked to carry 60 kilos of pool salt back to my car all by myself because all your women in the store couldn't help me carry it after I bought them , next time please tell me that upfront. I really struggled with that weight and if your selling heavy things perhaps you should have a male staff around to help. Even my 11 year old son offered to carry a bag which I thought was ridiculous ! I've bought a lot of stuff from this store but after today, I'm never coming back. Will find another store that will help me carry what I buy to the car or at least try and help me together, not dump it all on me!

I called them to book a regular service for our pool. However the lady who is the receptionist was really unfriendly and very rude. She said I can't book an appointment with our technician who is coming to our house regularly because he is very busy. so I asked her please book for us when he is available anytime. However she said she can't book with this guy because she doesn't know when he is available in future. Then, she hang up the phone because she is busy and have a client in front of her. just shocking service. I never ever use this company because of her.

Went to Swimart Hope Island today to ask for a chlorine bomb for our pool as our pipe has been broken for a week and has just been fixed. The women their said there is no such thing as a pool chlorine bomb which my husband does purchase from Bunnings. I told her I need to bomb the pool with chlorine and needed two bags of salt, she said that the whole of the Gold Coast had a shortage of salt and I wouldn't be able to get it any where. I also asked her to test my spa water and she told me there was way too much chlorine which I had John test 2 weeks ago and did what he recommended. I haven't put any more chlorine in since then and she said don't use the spa. Then she told me to put in Alkaline and I questioned whether it was Alkaline up or down. She got extremely annoyed by my question and, threw the paper at me and said very rudely, Alkaline up. She was extremely rude, along with bad attitude so off to Bunnings Oxenford only to find at least 100 bags of salt. I wont be back there again as my experience today was awful!!!!

Regularly visit the shop to re-stock on all chemicals needed for the pool, lovely staff and cute pups too, always offer advice when needed :)

We had our pool pump taken away to be serviced the week before Christmas. Naturally my husband & I were concerned that it would not be back in time for the Christmas break. While I was initially disappointed to receive an invoice for the disconnection & removal or our pump (when no service was provided) I contacted Swimart & spoke with John, he said he would adjust the quote for the repair of the pump (reducing by $90). This is good customer service when a business listens to customer to understand a complaint, then provides a suitable solution. Consequently the pump was repaired, serviced and I was able to collect the Friday before Christmas.

Confusing bill, not putting customer first, very disappointing, stop patronising at initial stage!

The Lady behind the counter was very informative , and extremely helpfull. All delivered in a very pleasant and friendly manner.

So friendly & helpful 🙌🏼

Courteous, professional and reliable. Kane is an asset to the business

Great service over the phone!! Quick, no hassles & professional! Excellent post transaction communication!

Professional approach

Good old fashioned device.