1st Direct Pools Reviews 

Excellent Service. Submitted my order at 14:41 on Friday 11 Jul 25 and it was on my doorstep at 08:59 the next day. Communication was excellent throughout as I was regularly updated on delivery status by 1st Direct Pools and their chosen courier APC.

I haven’t used 1st Direct Pools before. Their service was excellent. I purchased a UV bulb. My initial query about whether I had selected the right one was answered quickly and helpfully. The first bulb which arrived was broken. I think this was the fault of the carrier as it was well wrapped. They replaced it by return without fuss. So both technical and customer service people were excellent.

Warning do not buy from this company I brought a heat pump from them that doesn’t work after weeks are going back and forth still no joy they make every excuse going, we know the pump is faulty as we have tried another one same make model it the same setup as mine and
My friend one heated the pool up so we know my one is faulty and only a few weeks old so now I have to worn everybody to stay away from them or your just wasting your money
I would like to add since I put my review on I have been harassed by this company to take my review off today I had the MD email me asking to remove my review they not worried about the problem of my pump and I see so many people have the same issue with them , I now stand even more warning people to stay away and do not buy from this company they will just rip you of and if the item you buy becomes faulty they will never solve the issue, SO PLEASE DON’T BUY USE A COMPANY that will look after you

Have been using 1st Direct Pools since setting up a small swim school recently and with every plant modification we make they are our first port of call for parts. Delivery is always prompt and parts always arrive as expected. Fantastic service when contacting via phone and email also.

Tried to place order evertime with different cards it failed. No one available to help.

Joe from Sales put me in immediate contact with Corrina from Customer Service, who liaised with the supplier to get a RMA. This was promptly processed and a new part sent.
Corrina kept me informed ever step of the way!

Exceedingly helpful staff with fast delivery of products. Good prices too!

Great advice, great technical assistance, 3 perfect products, all delivered in less than 24 hours. An all round pleasant experience from first enquiry to delivery. I had spent ages trying to find the right backwash hose and reel but one call to 1st Direct Pools got me sorted out quickly.

Easy to use website with a wide choice of products at reasonable prices.
Delivery was quick and all arrived in good condition.
I will use again when required

Ian and Phil on the sales team always provide me with quick and responsive replies and are always happy to help with any questions I have.
Very friendly and efficient service

I have been a customer of 1st Direct Pools for many years and on each and every occasion it has provided great service. My orders have always been processed quickly and delivered promptly. On this occasion I needed an item not normally kept in stock and Phil went out of his way to source and deliver it in super quick time. A big thank you to Phil and 1st Direct Pools.

Very quick delivery. Also the price was lower than many competitors.

My daughter ordered a hot tub she is autistic and it's a long story but .....
The staff were brilliant and stopped the order and refunded her straight away and kept in contact with us really happy they listened to us and acted straight away! Many thanks for your fantastic customer service I'm very grateful x

Start of 2024 I decided to build a pool for the first time.
I tried a few other pool suppliers before I found 1stDirectPools.

I can honestly say the other suppliers I ordered from previously have nothing on the customer service and wealth of knowledge Iain at 1stDirectPools has to offer customers.

All deliveries have been fast and efficient so far.

Order a replacement pump with the same part number having being told via email that the fittings were identical.
on arrival they are clearly not.
No offer of contribution to pay for the plumber to rework the pipework.
Terrible customer service.

My response from their reply.
Both the plumber and myself measured and the connections are most definitely different to the original pump!

Ordered after 2pm on 1st August. Delivered this morning. Outstanding service. Very happy customer. Thank you so much.

You can best gauge a company when there is a problem. Minor damage in transit on a pole received a full refund without quibbling and no need to return the item which I have to admit I was able to fix. They now have a customer for life! Huw Walters.

I have the pool style mini 5kw heat pumps. The heat pump has been used for around 6 weeks last year then set up again around end of may this year and the error code PL keeps coming up, but after the pump has been on for a few minutes it starts working normally again however now it just has the error code PL. I’ve used this heat pump for about 3/4 months in total. Not even continuous mainly on the weekends but I thought no problem it’s under a year old so guarantee and warranty will be fine. Contacted 1st Pools Direct annd was told to open it up annd check the troubleshoot page, which is just annother language to me as I’m not a heater technician and apparently the warranty company they use expect me to send the heat pump back at my own expense! When I questioned this I was told it was in the T&C’s. I don’t have the money to send something that heavy and big back to the company and even if I did they won’t refund me so I’ll be out of pocket for something 1st direct sold me and isn’t even a year old or even been used for more than 4 months.
I now won’t have a heater and I’m really upset as my dad bought me the heater last year and he passed away in January.
I just wish this review had been here when I bought it as I wouldn’t have bought it if I had known. I just don’t want anyone else to get caught out by the warranty company as if anything goes wrong with your heat pump you will be paying to send it to be checked And it’s not cheap.