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report scam| Country | Australia |
| State | New South Wales |
| City | Port Botany |
| Address | Gate B3 , Suite 2 / 2 Bumborah Point Road |
| Phone | (02) 8091 4068 |
| Website | http://www.southwestspa.net/ |
Spas Direct Australia Reviews
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Call 0414525872 know them very well I can help
To anyone reading this: The Company In Question is also known as
Spas Direct Australia (Facebook)
Spas Direct
SouthWestSpa (southwestspa.net)
Southwest SPAS LTD
Paul England, Mark Kiriy, John Black and I believe Kim England
Below is a count of the issue I had with the above company and I find it in the interest of anyone looking to purchase a spa to stay away from this company.
The account I wrote below are the details I submitted to my financial institution to reverse the $400 delivery fee, this is after I successfully received a full refund from PayPal after I submitted a dispute against the above company. I have not included screen show and the email chain, it would be too long.
I am submitting this claim to have a payment I made for AU$400 to have a product delivered that has yet to be delivered and will not be as I have received a refund for the product, only after opening a dispute with PayPal concerning the product. All documentation of the PayPal dispute is included, which also show no correspondence or communication with this company to PayPal either.
On the 07/10/2016 I purchased a SPA from Sunseal Garden SPAS for the sum of AU$3880.00 and was told that the SPA would arrive in the country on 28/10/2016 and would require 3 days in customs before it could be delivered. I was requested by Sunseal Gardens SPAS to pay up front for the delivery of the SPA to which I agreed. On the 07/10/2016 I paid the AU$400 via visa card which in turn cleared and was deducted from my account on the 11/10/2016.
On 31/10/2016 I had still not heard back concerning the SPA or the delivery, I attempted to contact SunSeal Garden SPAS online via their chat session and I was redirected to multiple teams with no reply. I emailed Sunseal Garden SPAS for an update (See attached) and got a call from John explaining there was a slight delay and would be contacted with a new delivery date.
On the 08/11/2016 I again had not heard from Sunseal Garden SPAS and once again I attempted to contact them via their online chat facilities. Again this got bounced to multiple teams and then I received a call from Sunseal explaining they would contact me ASAP with an update. I sent a text, as requested, with my details for them to follow up, again attached. I received a text explaining they would contact me the following day.
On the 09/11/2016 I had still not heard back and at this point I informed Sunseal Garden SPAS that if I did not hear back I would be contacting PayPal to progress this on my behalf. I received a call from the same mobile explaining there was a slight delay due to the manufacturer finding a fault with the SPA and even though it was in the country they wanted to fix the issue before sending the SPA to me which seemed reasonable, I received a SMS saying the SPA would be delivered in 2 weeks.
On the 15/11/2016 I again followed up with Sunseal Garden SPAS for an update via SMS with no reply at all.
On the 21/11/2016 I again followed up with Sunseal Garden SPAS and received a message this time from the mobile number saying that person was no longer with the company and to contact Paul directly. I called Paul and left a message with a Sunseal employee for him to call me ASAP to discuss further. Paul contacted me and offered me a free upgrade to a SPA they had in stock, a sunspa 4, which I queried as I had already been told my SPA was in stock but having a known fault fixed. Paul said this was not the case and that the upgraded SPA would be offered at no extra cost. I informed Paul that I could not accept the upgrade as this involved installing 15AMP electrical circuit in the house I reside in and due to it being a rental this was not possible. I then received and email from Sunseal requesting my mobile number for delivery of the upgraded SPA, I again explained to them I was in discussion with Paul about the SPA.
On the 22/11/2016 I sent Mark (Sales Manager) on both numbers, and Paul (Owner) a message explaining I had sent an email to progress with a refund seeing the SPA was not even in the country and they had no idea when it would be or where it was.
On the 23/11/2016 I opened a dispute case with PayPal as I was receiving no communication with Paul or Mark concerning this and as this was a large purchase I felt required to escalate this. I informed them via email.
On the 24/11/2016 with no communication from Sunseal Garden SPAS, other than they will contact me when the SPA arrived, I escalated this claim to PayPal to resolve with the information provided.
On the 03/12/2016 PayPal found in favour on the amount in full being refunded (AU$3880.00), it is to be noted that Sunseal Garden SPAS had not once replied to them either.
On the 05/12/2016 I contact Sunseal Garden SPAS to request a refund of the AU$400 delivery fee as the money had been refund, I had not heard from them and that I no longer will be taking delivery of the SPA.
NB: Here is the reply to my email to Paul England:
“Nick
You did not win anything - Paypal once a dispute is raised we allow the all payments to be refunded once the dispute has been submitted.
We have not cancelled your order. If you want to cancel the order please refer to this website. southwestspa.net/terms
We sent you a text outlining the terms or the order.
Kind regards,
Paul”
I have included this as there were attempting to be very sneaky with their terms and conditions. Read them carefully, if YOU cancel the order within 12 weeks, regardless of the piss poor business you are liable for half the cost of the SPA, so wait 12 weeks and 1 hour.
On the 09/12/2016 After 4 working days of not having this issue resolved I again emailed Sunseal Garden SPAS for an update and was told that my emails were being forwarded to a manager and the employee getting the email can only keep reminding the manager of the issue.
I then called Paul and asked him to resolve the issue and which point he requested I email him, again with the details. I emailed Sunseal and requested the refund again. I then received an email from Sunseal stating I had not actually won the dispute at all (see above) and that in fact I had not cancelled my order and I should read the term and conditions (attached) on their website and noticed what Paul was attempting to have me do. But cancelling the order I may be liable for half the costs as it is within 12 weeks of the purchased date, even though after all this correspondence and in fact receiving a refund for the SPA itself I could actually be held liable.
On the 30/12/2016 the 12 weeks was up and Sunseal Garden SPAS had themselves broken their terms and conditions twice I emailed them for a refund with no reply.
On the 04/01/2016 I filed a dispute with my bank to have the delivery fee refunded as I am receiving no correspondence and pretty much have had enough trying to chase them for a refund.
02/02/2017 My banking institute has issued you me with a refund and I hope they chase the company and justice is served.
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I rented a room off them I also go scammed they have also done in eng england