“The hose kept catching on the sides and was difficult to wind. With a lot of effort I did wind it on, but it only took about half of the advertised maximum length before it jammed. I wasnt going to worry about returning it, but I kept getting emails asking for photos so they could arrange a refund. It seems the problem was the hose rather than the hose reel. They agreed to a 'change of mind' return.”
Hi Gaidis,
Thank you for your feedback.
We’re sorry to hear you’ve been disappointed with the hose reel. As discussed via email, the reel itself is not faulty. The hose being used was purchased separately via eBay, and hose thickness and stiffness can significantly affect how much can be wound onto a reel, even when it is rated to hold “up to” a certain length.
Although this is not a warranty issue, we have still agreed to process a return for you. We just required photos to assess the item and initiate the return, which were received several days after our initial request.
We’re happy to proceed with the return once the item is shipped back to us in suitable condition, in line with our returns policy.
If you would like to move forward, please reply to our latest email with tracking details.
Kind regards,
Amy- Head of Customer Experience and Marketing
Direct Pool Supplies
“Unfortunately this is not suitable for my use as this reel doesn't hold the 15Metres of "medium duty" hose that I needed.
Medium Duty hose is royal blue in colour and the same as what Bunnings sells. (Heavy Duty is Red). The Picture on the box shows a light Blue colour and says it would support 30Metres but this must be wafer thin hose.”
