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Review summary
Water Irrigation has room for improvement based on customer feedback. Customers particularly appreciate service and quality, though some mention concerns about customer service and communication.
Great service and comms. Keen prices and fast delivery.
I experienced great service from this company. Email questions prior to purchase were replied to within 2 hours during their working hours and all questions answered clearly and helpfully. Placed my order on a Friday, parcel turned up Monday morning on their standard delivery option. All items ordered were received in first class condition and their prices are the best I could find online. Very impressed; thank you. 100% recommended from me.
AVOID THIS COMPANY. Water Irrigation is the online trading name of Hydrosure Global Limited, based in Telford, Shropshire. They do not have a telephone contact number which automatically raises question marks as to their credibility.
Their online system ignored my instant attempt to cancel my order, taking my money. They cancelled the delivery but have still not refunded my money after more than THREE WEEKS!
I cancelled my order online as soon as I realised they operated without a facility for direct (telephone) communication - my reluctance to deal with them has now been validated.
Other reviews would appear to confirm this company cannot be trusted.
NOTE: Usually my Trustpilot reviews are positive!
Inconsistent, fail to notify when items are out of stock
Inconsistent, have made four orders with them, two have had issues:
- one order some times items were missing, I contacted they explained they are out of stock. Doesn’t explain why they didn’t process a refund automatically and/or notify me
- one order I paid for next day. It didn’t turn up. Had to contact and again, out of stock. No notification the premium service I paid for wouldn’t be fulfilled, no apology, no attempt to resolve. Avoidable as it was a large order and was held up by one item.
Customer service is ok but you have to email and hours are limited. Shame there is a disconnect between fulfilment team and customer services
This company has no phone line! They claim to do customer service by email but they don't respond for days!
I'm trade and they got my order wrong so I've had to pull out of a job, reorder my schedule and pay my lads to stand around on site without being able to phone and speak to a person.
5 days later and despite emailing daily I'm no further forward with sorting it out.
I've had to buy from another supplier and hope
I eventually get a refund.
Totally disorganised & incompetent
i was shocked by the antics of their chosen courier (Yodel) when I placed my first order with the this company a few weeks back (3 June 2019). My review (on fefo) made it clear I wouldn't buy the rest of my irrigation needs from them whilst they used Yodel.
They contacted me and apologised, saying that the use of Yodel was under review (yeah, heard that before). They said if I contacted them when I placed my next order, they'd make sure to send it with another courier.
Realising I had forgotten to order something, On MONDAY I placed the order for the forgotten parts, using it as a test of their ability/willingness to use another courier. They failed in spectacular fashion.
As soon as I placed the order, (Monday, after business hours), I sent them a message through their website reminding them of their pronise to use another courier. I got an error message and wasn't sure it had been sent, so I sent an email saying pretty much the same thing. I got a reply just before 5pm on TUESDAY saying
"That's no problem.
As long as you place the order over the phone, we can select a different courier for yourself."
Obviouisly, they hadn't read my messages properly and the promise made to me when they phoned me after my first order meant nothing.
I then checked my account and the order was marked as completed and had been handed over to .... you guessed, Yodel.
I replied immediately stating that I had already placed the order, but had not had confirmation of despatch, and that I definately didn't want Yodel. I asked for confirmation as to what was happening.
It's now close of business on THURSDAY.
I have had NO confirmation from the company that the order has been despatched. I had NO reply to my email asking what was going on.
The Yodel website confirms that they have my parcel and since 3.38am on WEDNESDAY it has been in their depot not very far from me. They won't attempt to deliver it until FRIDAY. Yodel is a scrappy company that delivers until 9pm but will not give a delivery slot, unlike just about every other courier.
Yodel expects people to wait in until 9pm but it doesn't matter if you're in or not, they leave your parcel on the doorstep and don't even bother knocking.
Yodel haven't sent an email to confirm they have the parcel, and I won't actually know if they will attempt to deliver until tomorrow when I might get an email saying it's on its way.
What a lousy way to treat customers - WaterIrrigation haven't kept to their promise to use another courier, haven't told me the parcel was despatched, and haven't even bothered to reply to my email asking what the hell they were doing. Shambolic. They're obviously well suited to Yodel, a marriage made in heaven.
Against my usual policy, I gave Water Irrigation another chance and they totally blew it. I'm glad this was just a couple of items with very low value because I would've hated to have given them any sizeable order. I stil have half the front garden and all of the back but WI won't be seeing any of that. They can go whistle... or yodel
Nb, WaterIrrigation shouldn't waste my time phoning me like they did last time to apologise and making promises they obviously cannot keep. I realise they may be able to reply here and make a ton of mealy mouthed apologies and excuses. I don't care, I won't be coming back here (apart from reviewing the expected diabolical performance from Yodel) so they can say what they like. I don't think readers will believe what they say anyway.
In contrast to this shambles, I placed an order with another company at the weekend. On Monday, they told me the order had been processed and despatched and gave me a tracking number. Instead of the 2 day service, it was sent next day. I got an email giving me a delivery slot and the driver arrived right in the middle of that one hour slot. He even carried the boxe to the back garden for me. That's a service that gives you reason to go back, and one that WI canonly dream of.
Made a fairly large first order and when it arrived the main part (ie the pipe) was missing. Carrier Yodel had no way of knowing how many parcels should have been delivered. No telephone number to contact waterirrigation, so sent emails explaining the situation. Sounds very likely that the pipe was not actually sent. However customer services sent another pipe overnight delivery so I got it in time (just). So * for packaging and despatch and **** for customer services recovering the situation (would have been ***** if customer services had a contact telephone).
I bought an HydroSure water irrigation system. I ordered it on the 26th of June 2019 and it arrived 12 hours later with Hermes. Parcel damaged, bits inside scattered, no indication of sender, no instructions and more importantly it was some Chinese manufacturer. Company doesn't have a contact number and I need to go on holidays. So I will have to buy another one from a more reputable supplier. I will make a claim through my credit card in the hope to get a refund.
Shopping online is convenient for most of us and if should be a criminal offence to con people with counterfeit products and in my experience this is what this company does.
This is the first time I’ve bought from Water Irrigation Ltd. When I initially emailed them to ask further specifications about some things I was wanting to purchase, I got both an email plus a follow up phone call in answer to my query. My items arrived super speedy in 2 days (I live offshore) and they were well packed and intact.Prices are competitive - they were the cheapest online for the products I bought; a GEKA 50m plus premium hose and spray gun starter kit.
I know my hubby will be happy this Father’s Day with his gift!
Thanks for a great shopping experience.
Item received was missing a part. Only way to contact the seller is via email. After two days of no replies I opened a case with PayPal. A gentleman then contacted me from Water Irrigation apologising and offering a full refund which I accepted.
Instead, two days later I received the missing part.
Seven days later Tthey replied to my original email also offering a replacement, which I received!
Items were also completely loose in a box - not so fragile ok but not the way I was expecting to see them.
I did not escalate to PayPal as in the end I got a working system but it is pretty clear that Water Irrigation is a disorganised company, very difficult to get in touch with if you require help.
Great choice of products, low cost compared with others and quite a reasonable size order in the afternoon delivered free early next morning - well done!
Shocking service. Paid for next day delivery, got is 3 days later (through Yodel) and despite numerous e-mails to Water Irrigation, they have not responded at all. Stay away!
First-class product at an excellent price, with exemplary customer service
I bought RHS brass hose-locks - a first-class product at an excellent price.
And backed-up with exemplary customer service - I made a mistake on the order, and they facilitated sending the replacement part and even refunded me the delivery cost as a good-will gesture, although the error was mine.
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