"My dad bought me a thermo rash guard on primescuba.com but it was one size too large. I tried to exchange it but they didn't have my proper size. So I had to return it, and in order to do that I have to pay to ship it back to them, PLUS they deduct the cost of the original shipping (originally free with purchase) from my refund. If you order from them you better be 100% sure the product is perfect for you, or you will be stuck paying shipping BOTH WAYS to return it!"
"DO NOT BUY FROM THEM! They sent me the wrong wetsuit. They showed the latest Aqualung hydroflex for women on their website, but sent me its predecessor instead (which you cannot even see on their site). The two completely different models had the same SKU apparently...Then I asked for a full refund. It took some time, but they agreed. I shipped it back with a tracking number from Canada. It was delivered according to USPS, but they told me they never received my package...They will not issue a refund since they did not receive my package. I had to escalate the problem to Paypal. CAREFUL! Another reviewer on YELP had the same "we did not get the package" incident. Very infuriating! First I am troubled by their incompetence and then I cannot help but feel like I am being scammed. Awful company. I did not realize there was so many negative reviews for this shop before ordering. Lesson learned..."
"A few months back, my wife and I decided to both replace our existing BCDs with the SCUBAPRO LiteHawk + AIR2 5th Gen model. I made the purchase for hers (as a gift) via Amazon thru PrimeScuba. I checked out the product when it arrived and with my limited knowledge, found no issues. I then wrapped it up for her as a Mother's Day gift. She purchased the identical (different size) model for me using the same link on Amazon again thru PrimeScuba. She wrapped up my BCD for my birthday, which is a few days after Mother's Day. When we recently opened them together and had them both side-by-side, we then noticed that one had the older, (DISCONTINUED in 2013) 4th Gen AIR2 on it. That was the one I had ordered first.I contacted Amazon and they passed on my issue to PrimeScuba who declined to help. PrimeScuba cited their 30-day return policy had expired. I phoned PrimeScuba and after a lengthy hold, I assume to talk to management, they again cited the 30-day return policy. I asked about the price difference, since I paid them for the 5th Gen AIR2, yet I received the 4th Gen AIR2 which is listed on other sites around $100 cheaper. They, predictably retreated behind their 30-day return policy. The more I research the issue, the more upset I become. This is what I have issue with: 1) I ordered and paid PrimeScuba for the LiteHawk with 5th Gen AIR2. 2) PrimeScuba sent me the discontinued 4th Gen AIR2 version (I can't speak to whether this was a mistake on their part, or intentional), clearly an error on their behalf. 3) PrimeScuba, now armed with the information that they had made a mistake and profited from it, refused to correct the error."
"DO NOT BUY FROM THIS PLACE
Ten days ago I placed an order online. I checked out, filled out the billing and shipping address and I received a transaction notification from my bank. After that, I received an email from Prime Scuba saying they can't proceed the order because the addresses were different. It's true because I was buying it for my relative as a Christmas gift. I asked them to cancel the order and they did. Here comes the nightmare, the hold on my credit card can not be released. I emailed PS and asked them to release the charge and they said it would released in a couple days. Couple days went by the charge was not released. I emailed them again and they said it would take longer because of the holiday. Ok, fine, I waited until today and ten days had passed. Today I emailed them again and they said they had no power to release the charge because they had cancelled the order and there was nothing they could do about it. What worse, they said this item can not be shipped internationally. Are you kidding me? How come there is no information about that on your website? I don't get to buy and my money is frozen. I called the bank and they said the hold might released in 21 days. Might be? In 21 days???"
"Ordered a Wet Suit 10/15/13 - free shipping off Amazon. Finally a shipping label was generated 10/18/13 but UPS had no other info. Contacted them and they said UPS lost it but then a new scan showed up 10/23 as a Origin scan. UPS says that they created the label but only physically gave them the package on 10/23. The whole time their customer support was giving me the run around instead of just admitting a mistake - and still shipped it ground. Waiting 2 weeks for a 3 day UPS ground trip....."
"In anticipation of a dive trip to Bonaire, I ordered a new air integrated dive computer from Prime Scuba. A couple of days later, I also ordered a regulator package. I spoke with the same sales rep in connection with both orders. He was able to answer my questions and offered advice that helped me select regulator components took into consideration my quality and cost needs. I received my order promptly.
When I had a couple of problems with the dive computer, I was concerned about resolving things quickly, since I was less than two weeks out from my dive trip. The customer service folks at Prime Scuba were very responsive to my timing concerns. They promptly emailed me a return mailing label, so they could check out the computer, and they told me that if my unit required extensive servicing they would provide me with a replacement computer in time for my trip. They were able to address my issues quickly, and they called me to explain the resolution before returning the computer to me -- all in less than a week.
As it turns out, there was no significant issue with my dive computer, and some of the concerns would have been avoided if the manufacturer's documentation had been more complete. Still, I couldn't have asked for more responsiveness from the folks at Prime Scuba."
"The Good: Great price on a Hollis first and second stage regulator. Also bought a Hollis Octo and Hollis SPG. They arrived as promised and look very good.
The Bad: There was a delay of about a week getting the order and they did not communicate with me until I sent them an email. They did however apologize and send the stuff after the delay. Also, they substituted an Oceanic SWIV SPG in place of the Hollis that I had order. I didn't mind because the Oceanic is actually a better and more expensive gauge, but I wish they had asked me first.
Overall, I got my order a little later than I had hoped and it was not exact and the communication was lacking on their part. Also, I got a great price. I can't say I recommend them, but I can't say I'm unsatisfied either. If you want your order in a hurry, this may not be the best place to order from. On the other hand, I saved a ton of money, so for me it was worth it."
"This outfit really sucks. They have a return policy that is a sham. I bought stick on bifocal lenses for my diving mask. In order to determine if they will work, you have to use them. But they don't accept returns on items that have been used.
IF YOU NEED ANY EQUIPMENT, FIND A REPUTABLE SELLER. THIS ISN'T ONE OF THOSE."
"I always love ordering from the pros at Prime Scuba. This is already my fourth order with Prime Scuba, and was never let down.
Their sales staff are very knowledgeable, and I always get a good deal.
My order always arrives faster than promised. I will definitely use them again."
"I had previously ordered an Oceanic EOS FDX10 DVT Regulator from Prime Scuba since I couldn't believe the price for such a well reviewd regulator. It was almost half price! On that order, they didn't actually ship the order until I called about it to ask for an update as to when I could expect it. But they then did apologize profusely and overnighted it to me, which I hadn't paid for, so I figured all was good. I decided that the price on the Oceanic regulator was too good a deal to pass up so decided to get one for my brother as well. I placed the order on 1/30 and by 2/1 the funds had withdrawn from my account, but I hadn't received any notice of my order being shipped. I tried calling about 3 times and each time no one answered the phone and the automated system would just keep you looping in a cycle with no opportunity to leave a message. So I decided to e-mail them at the support e-mail provided on their website. Two days later they replied to tell me that the item was not in stock yet and that they expected it later that week and would ship it out as soon as it came in. When I e-mailed them back the next day to see if I could get a tracking number of the shipment that they would be receiving so I could manage expectations of a delivery date, they replied the following day that they just shipped it to me. So all was good at that point. However, this past weekend was my first opportuniyt to use the regulator. I was going for my Advance Open Water certification with a deep dive to 100ft and a wreck dive at 100ft. The first deep dive went fine, although I thought the regulator was surprisingly difficult to breathe through considering how many reviewers claimed it was the easiest breathing regulator they ever used. Then, on the wreck dive, the regulator began to leak a fine mist of seawater, which because of my inexperience didn't really think much of. By the time I was at the ocean floor at 100ft I realized that I could barely breathe because my lungs had become so full of seawater. I was able to keep myself from totally losing control despite hyperventilating and coughing constantly and was able to surface slowly and do a safety stop. The crew on the boat took the regulator apart and said it was flooded. They said it was probably refurbished and not serviced. I spent the night in hospital and was treated as a drowning because of the amount of fluid in my lungs. I consider myself lucky to be alive and have immediately sent in the regulator for service. I would NEVER buy anything from Prime Scuba again and urge you to get anything you bought from them serviced right away. These guys are cowboys and are putting people's lives at risk."
"Prime Scuba sold me a snorkel set with a defective pair of fins made by US Divers. They have a quick release button and BOTH fins fell off my husband's feet as soon as he was in the water, on an expensive snorkel excursion we paid for in Cayman. We want our money back and they are very stubborn. We may not go snorkeling again or years and they want to give us the same product, or another product, or try to fix these. But problem is we won't be able to try out. They also say that I should have evaluated the product before use, but there is no way to know unless we used them. For us, the trip is over. But Prime Scuba could care less."
"Horrible service. After I ordered online the product went out of stock. I only learned this when paypal held my money, and I checked out my order status - in small print was "order cancelled." So when I called to get them to cancel the paypal transaction they told me they already did it - which they didn't. Then they told me the website clearly said the item was out of stock - which wasn't the case when I ordered. I will never order from them again."
"I placed an order with prime scuba for 2 complete scuba packages.before I went for my honeymoon, after 2 hours of placing the order they sent me an email with my tracking # , 2 days later the package was delivered at my door, all brand new nicely packaged. THANK YOU Prime scuba for making my honeymoon so enjoyable "
"I ordered 2 scuba packages on 3/28/2012, understanding from the shipping time it would be here way in time for our 4/17/2012 trip. When I hadn't received our gear by Monday, 4/9/2012 I called and got voicemail. I went to the website and saw they were on "vacation" for passover from 4/5/2012 - 4/15/2012...10 days! I panicked, realizing since I hadn't gotten my gear yet, there was no way they had shipped it before they left (having 8 days to get it here even then) and knew when they got back, the only way I would get it would be for them to overnight it. But OF COURSE...my credit card was charged the day I place the order. I sent 3 different emails and left several voicemails for them to call me as soon as they got back in on the 15th, which according to the website was at 10 AM EST. So around 4PM on the 15th, STILL no phone call so I called. Some guy answered and didn't even know who I was or my situation. So much for the time I spent sending those emails and phone calls...so he says "well we sent you an email the next day telling you we did not have the small set in yellow". I NEVER received an email and I even checked my junk mail. So I tell this idiot, "so basically because you didn't hear back from you, you decided it wasn't worth your time to pick up the phone and call (my phone number was on the order form) and go on your 10 day passover vacation and not worry about the fact that you had MY MONEY and NO GEAR for 10 days. Here is the deal...most people that order this gear, have an upcoming trip they are usually going on so these orders should ALL be considered time sensitive. So then the guy says "well, it is going to cost too much to ship it, so we are just going to refund your money, sorry about that". Can you believe the nerve of this place? DON'T ORDER FROM THESE PEOPLE. THEY DON'T KNOW THE FIRST THING ABOUT CUSTOMER SERVICE AND SHOULD BE PUT OUT OF BUSINESS. We ended up going to Dick's and buying a set that was way better anyway!!! Prime Scuba you should be ashamed of yourselves."
"Bought an Epoque underwater housing for the Xacti VPC-CG102. On 1st use several weeks later, the housing leaked and fried the camera due to a leak in housing. Seller wouldn't replace housing OR camera, stating that they have a 7-day return policy. They referred me to the manufacturer where I'm still struggling for help. Seller unhelpful and didn't seem to care about customer satisfaction."