Johnadams Reviews 35

No customer service at all! Its over 5 weeks now since requesting assistance with my pool sand filter.
System says "processing" onder my ticket number posted on 11th June. No phone lines due to Covid just unresponsive emails. Summer will be over by the time they "might" respond.

I understand covid can cause delays (although after over a year of lockdowns and working from home you would hope companies had found ways to cope by now) however 6 weeks after reporting an issue to customer services no reply is a disgrace to customer services despite asking for updates. I paid extra for Intex/John Adams brand brand due to expecting quality and customer service... sadly I was wrong and won't repeat this mistake

Item arrived damaged, very poor packaging. Document enclosed stated I must report damages within 72 hours. I reported within 5 minutes. Automated response, stating it was in a queue to be reviewed. Well I'm now on day 17! Still no response despite messaging them several times! Absolutely zero customer service! Avoid at all costs

logged a call 2/3 WEEKS ago and NOTHING back from them, just an automated email. My issue is a SAND Pump Filter that is under warrantee, it cost over £300 and is sitting doing nothing while my pool turns green and us unusable.
The customer service is NON EXISTANT !

Below appalling. As mentioned by other customers they have closed their phone lines still because of COVID??? And are only taking emails NOT calls. So I’ve waited 3 months for help in getting a part repaired on my Aldi hot tub bought last year that won’t switch on.. I’m really not impressed with aldi too as they are the person who sold this to me with a 3 year guarantee that isn’t fit for purpose!! Now they have replied and said after 3 months of me waiting for a reply to the email that they are closing the ticket down as I’ve not responded to them with I did in the feed!! Furious just don’t get anything from them they are criminals

Very poor, 17 days and not even a reply. Intex spa pool worked for two days and the heating element has gone. This was in a rental property for me and Im having to give customers money back weekly due to advertising a spa but its not working.

don't us or buy from this company we bought x3 items two burst in same places which is clearly a problem and no one picks up the phone or emails you back JOKE JOKE JOKE DON'T BUY unless you payed with pay pal so you can get your money back all so note 14days to reply to email what the hell is that about we can not all be wrong about this company from china?

My experience with this company via email has been great. I’ve not had the same issues at all. Our hot tub cover had a faulty bladder which was replaced very quickly. I have also had advise regarding filters etc

I'm afraid I have had the same experience as others have reported. I emailed John Adams regarding a faulty hot tub on 19.04.21 and have not had a reply. My husband phoned last week and was told he would be called back after lunch. No one called. I just called again (01480 414 361) and was told I was speaking to the toy department. I was given another number (0333 4004 548) but when I called this number was closed.
So much for the 3 year guarantee if you can't claim on it because they won't communicate with you!

I would give this company O stars if possible, the customer service has been appalling since I raised that my Intex tub has stopped working. Reported to Aldi who says they only have 30 days guarantee then referred to John Adams and raised with Intex case no 00154443 and still waiting. I am now taking to social media to highlight my issues and a hot tub that I can not use in much-needed times of need.

Pulled spa out of storage Easter bank holiday only to find that the main power bank switches on but turns straight off with a burning smell.. logged 2 days later 6th April as bank holiday so assumed company closed.. registered and got a ticket number... I assumed would get a response after a few days or so but nothing, a week in heard nothing called and said extremely busy time of year be patient someone will contact me never did, week 3 still no call or email, called customer service asked what the hold up is was told as many working from home backlog but not really good enough is it! No point having a spa we paid good money for to not be able to use... asked agent to chase up after saying I was putting in a complaint she said would call back and hasn’t! One of the worst customer service experiences to date!! I think ombudsman is next to resolve this matter

Lodged a warranty claim for Intex Sand Filter on 22/03/2021 (ticket #28690). Received an automated claim registration response and heard nothing since. Emailed several times, no reply. Called several times, each taking my phone number and promising to return call, but nobody does - they initially explained they were very busy as start of season (like the one that happens each and every year that you have 12months to plan for the next!). Left chaser messaged on the claim ticket, and no reply. They have now closed the phone lines so have gone entirely incommunicado! I have no idea why the delay or what's going on as they refuse to communicate. What a disgrace of a company! They are clearly operating in breach of the Consumer Right Act 2015.

The customer care for this company is shocking,when trying to order a part, I was drip fed information (over the course of a month) on separate emails asking for yet another piece of information when the 1st email should have stated everything required then the transaction would have been swift.

Tried to take payment twice but due to the fact they leave it for days before trying, payment was declined both times.

Worst part is I work on the same industrial area but was not allowed to collect.

AVOID WHERE POSSIBLE!!!

John Adams Leisure Ltd, the only Intex warranty company in the UK. Partners with Aldi to provide a 3 year limited warranty on intex products sold by Aldi.
This company has switched it's phone lines off due to covid and says, we're still open but due to Covid 19 "...it may take us a little longer than usual to respond. Our phone lines are now closed, so please contact us using the relevant online forms." I thought I'd give them some time but what is a little longer than usual? and what is acceptable? No response in a week? two weeks? three weeks? I completed (very diligently) the relevant warranty claim for a replacement tub and buckle on the 17th August 2020. Tomorrow it will be FIVE weeks and NO response at all. I can't phone them to chase (their phone lines are closed) so I asked Aldi to chase. Aldi sent them an email, guess what? A week later and no reply! I really hope this isn't an abuse of the Furlough scheme, surely they can answer emails from home? I have been so patient but this is now getting beyond a joke. In case there is anyone working there my reference number is #11781. Please help me to revise my review by getting in touch to resolve this.