1st Direct Pools Arvostelua 

I purchased a robotic cleaner from 1st Direct Pools in July 2026. I was advised to get a certain model for the size of my pool (10m x 5m) considering the amount I wished to afford. However, once I started using it, I soon found that it had a problem coping with the slope between the shallow/deep ends of the pool. This was a problem no-one could have foreseen at 1st Direct.
I emailed Customer Services (Hayley) who was very concerned and wanted to help me sort out the problem.
Thankfully, Hayley (and co-worker, Rob) came up with a great solution. The original robot was returned (for free) and replaced by a different make which recently arrived and has turned out to be excellent and the pool is now very clean.
I was very impressed with Hayley - always very positive and helpful on the numerous emails that passed between us (inc videos of the problem). Nothing was too much trouble and her manner (wording) was always very friendly. A fine example of what Customer Service should be like.
I have used Ambassador Pools /1st Direct Pools for many years now and have always found them very professional and helpful. In the early days (not knowing much about pools myself), Verdun Bailey (MD) was always happy to give me 'hands on' help and very good advice and staff at the Ringwood office were also excellent. Verdun should be very proud of his staff in the way they have handed this problem. Thank you! (Tony W - Wimborne)

When ordering my heat exchanger and digital stat Josh was great in the advice he gave.
The Heat exchanger is for a pond so straight away Josh picked up on it being titanium or stainless steel.
He sized the heat exchanger for me after I gave volume of my pond.
The order was very quick and efficient.
If anybody is unsure on what to purchase for their pond or swimming pool, I’m sure joshes advice would help.
Five stars from me.
Thank you JT

Josh was absolutely amazing. I was recommended to speak to 1st direct pools but as a first time pool builder I was very unsure what first fix items I needed . A quick explanation of what I thought I needed to Josh and he produced a shopping list but also explained why each part was needed and how it was compatible.
Fantastic sales advice and service

I ordered a pool cover from Rob in sales. He was knowledgeable and very calm and helpful. As I live in Portugal payment was not quite a straightforward as buying from the UK but he talked me through the process which was simple. a pleasure to deal with.Rod

Update 26 Aug: after weeks of back and forth, their latest “solution” was to ask our landscaper to drive 84 miles round trip to their supplier (btw it’s Stoneworld so stay away) to pick out replacement stones himself, on his own time, at his own cost. For a company that sold us a faulty product in the first place, asking the customer to do the legwork to fix it is laughable.
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Direct Pools, supplied by their sister company Ambassador Pools, totalling £3,442. On delivery -which was never communicated of when exactly that would be despite raising with Bryan that we needed a window as the property is unoccupied- the condition of the stones was far below what we’d expect for such an expensive order.

17 stones arrived damaged, with broken corners, significant cracks or staining. That’s roughly half the order. The pallet was poorly packed with little evident care.

When we raised this, we were told the damage was “natural” to the stone, despite broken corners and cracks. We had also received similar stone for the rest of the pool paving from Quorn Stone which was an absolute pinnacle of quality, care in packing and also highly recommended for proper customer care and communication.

We were then asked to individually photograph all damaged stones ourselves. The supplier refused to replace the stones saying they were fine but these stones were clearly damaged, they would not withstand a mallet let alone weather and foot traffic.

We made clear we did not want a refund of the whole order, we’re happy with roughly half and have already installed it. We simply asked for the 17 damaged stones to be replaced.

Instead, 1st Direct Pools have hidden behind Ambassador Pools’ (Verdun) refusal to cooperate, as if that absolves them of responsibility as the company we actually paid.

For an order this expensive, being told to just accept cracked and broken stone, or take a refund we didn’t ask for, is completely unreasonable.

Very disappointing experience and a lot of unnecessary back and forth for what should have been a straightforward replacement. It’s been two weeks with no resolve, we have a project at a stand still.

Let me reiterate: for 42 coping stones and four corner pieces, that’s totalled £3442 including £250 for delivery.
Just under half needs replacing. I just expect more from such an expensive product.

What excellent service from Rob. My current pool pump is failing and I wished to ensure that any replacement would fit my current system pipework. Having provided images of my current pump, Rob quickly identified a suitable replacement which I subsequently ordered. Impressive service and technical help, thank you.

I was impressed not only with free delivery for orders over just £60 but with the technical advice given to me by Jo, then Rob when calling for help to get my chemical levels right. I shall now stick with 1st Direct Pools.

First-time customer and I am impressed by the easy and fast service. Rob was very helpful.

Fantastic service from Josh at 1st Direct

Order #8000117188

Unfortunately, this glass media I ordered is way below the 0.5mm minimum, there are too many fines in that have passed through the filter and in to the pool, as well as further blocking up the slits in the filter.

Very poor quality and not recommended

Product Code for Reference: 25kg EGFM Glass Filter Media Grade 1 (G1) - 0.5mm to 1mm
SKU: DRL-EGFM-1

I had a slight problem with one particular item purchased from 1st Direct Pools.
However, Hayley from Customer Services quickly found a solution.
A first class service by 1st Direct Pools, I would not hesitate in using them for all my pool purchases. Highly recommended.

First class customer service! Josh in the 'technical team' was outstanding - professional, knowledgeable, patient and extremely helpful in directing my enquiry and questions to replace/upgrade old Certikin underwater pool lights. Thank you Josh.
This review recognises not just Josh, but the whole team who have excelled in supporting and delivering on my 'pool orders' with exceptional service and great value over many years for our 'regular supplies'.
Keep it up. Terence

I had a great experience with Rob at 1st Direct Pools. From start to finish, he was friendly, knowledgeable, and incredibly helpful. He took the time to answer all of my questions, explained everything clearly, and made the whole process straightforward and stress-free.

The customer service was outstanding, and it was clear that Rob genuinely cared about making sure I was happy with my purchase. It's refreshing to deal with someone who is professional, responsive, and goes the extra mile to help.

I wouldn't hesitate to recommend Rob and 1st Direct Pools to anyone looking for excellent service and expert advice. Thank you for such a positive experience!

Returning Customer. Got The Same Respectful Treatment I Got 7 Years Ago. Good Company With A Good Understanding Of The Trade.

Excellent customer service from Rob who was bright, cheerful and very helpful.

Hayley and the team at 1st Direct Pools are awesome. They are extremely knowledgeable and provide a great service. From pool liners and bubble covers to pool pumps, you’re in the best hands.

They really know their stuff, especially when pipework is needed. They can advise on the correct sizes and recommend the pump that best matches the specifications of an existing system.

If there is ever an issue with purchased equipment, their warranty assistance is second to none. Hayley responded to my query quickly and gave me regular daily updates, making the whole experience a pleasure.

Great service from 1st Direct Pools. Iain Wallace was extremely knowledgeable and took the time to give clear, honest advice tailored to my setup rather than just selling. Very helpful throughout and made the whole process straightforward. Highly recommended.

Customer service is excellent, prompt and friendly. Goods arrive quickly, and stock levels allow swift despatch.

Excellent, went beyond expectations with advice and found the correct item, shipped straight away.