"I was very pleased with the replacement…"

I was very pleased with the replacement liner I recieved and by the amount of time it took to get it. Less than a week

"Website not fully updated; ask for a call back"

They are a bit understaffed, I think and the website doesn't fully reflect which items are in stock vs. out of stock. So we did not know the item we ordered would take longer to be shipped and it first we had a hard time cancelling. However, I put in a request for a call back and promptly received a call and a full refund and apology for the inconvenience. I think they are trying their best.

"Up to now I have been very pleased with…"

Up to now I have been very pleased with the products and service from Wave. Our 4 person square hot tub is just the job and bulk buying filters and the aromatherapy crystals is perfect for saving a bit of extra cash.

"I am still waiting on my refund"

Edit- I do see the refund pending in my account. Unfortunately I can't review based on the product. The customer service can be a little more prompt however it does appear they have done the right thing and I am grateful for that.


I am still waiting on my refund. They basically at this time stole my money. I cancelled my order 12 hours after making; within their own allotted cancellation period and despite sending several emails I have not received a reply or a refund. I will change my review if I hear something soon. I really hope I do. Proceed with caution.

"After 20 months the £1000+ Osaka deteriorated."

After our 1st hot tub £300 from Waves was faulty, they offered us a discount to buy another. As we were still in lockdown, well near the end of it, we decided to go ahead and get another. Instead of the inflatable design we went for their most expensive one. The Osaka 4-6 seater, which now costs close to £1,200. From the start we had problems. Firstly the tub leaked, so they sent another liner. That was OK. Then a few months later the inflatable lid blew to twice its size. We received a replacement. Then before the 12 months heater warranty was up the heating unit stopped working. Waves replaced that. It's now 20 months and the liner has perished. I had the tub on throughout all this time around 104 degrees changing the water twice in order to move the tub a few feet both times. I kept the water to within the required chemical levels using the Spa Test Strips and adding chlorine or pH increased etc when required. Waves asked for pictures of the perished liner and have come back and said I can have 10% off a new product. Seriously, that's from spending over £1000 on their products. I know within a few months this hot tub liner will be defunct, leaving us with no hot tub. Quite upset really hence why I've written this.

Must admit though during the days it worked it was fabulous.

"Not even close to what is advertised. Does not heat past 99 degrees"

Does not heat past 99 degrees. Heating unit reads 104 but additional thermometer reads 99 degrees. Non-existent customer service. F rating at Better Business Bureau.

"Still waiting for replacement body after 3 months"

Fault with the spa. This was fine. Agreed a replacement with Wave. They were sending out in March. Now June they have emailed several times with alternatives and then saying they're gone.

Left a review and they sorted it pretty quickly so good on that front

"great customer service"

We bought the Rome hot tub in lockdown 20, in 21 we had an issue with the pump overheating. They were very quick to respond and just posted us a new pump so we were very happy.
I recently ordered some new filters from the website, I was delighted to see that they were on sale so I purchased 3 boxes of 4 filters. A few days later I saw a deal on their site which meant I could have got 16 filters for the price of my original order so I emailed them to ask if it was too late to change my order. Unfortunately I was too late but I received an email from Patrick at Wave to say that as a gesture of goodwill he would send me a box of 4 filters foc. So again I am very happy with the customer service.

"Awful"

After my heater died I learned they never have parts in stock. The unit is useless without it and customer service doesn’t exist.

"Absolutely horrible customer service"

I would give them ZERO stars if I could. DO NOT BUY FROM THEM. Absolutely horrible customer service. Our spa was out of stock. not letting us know until I check in with them a week after expected delivery. Then, would not respond and they could not give any information for over 10 days. Once I heard from them they upgraded the spa and said it would be sent out immediately, over a week went by, only to hear from them that it was going out in 48 hours and tracking info would be provided. Never heard from them, followed up 3 days later to tell me a tracking number would be provided asap. Never was. Then I was just told via Facebook chat that our ordered delivered, never was. no tracking, can't confirm address. Don't buy from this company. it has been nearly 2 months since order. Seems like a scam.

MORE...
After taking the call and being told my shipment would be sent out Thursday 6/22/23 and so sorry for any confusion/delays, still no tracking and still haven't heard anything...Pat. I have never experienced such a run around for a product. Unless you can provide the tracking number and tell my my package has shipped, we would like a full refund immediately and the review will stay. Seems like this is the only way to get your company to respond in a timely manner.

It's Monday and still nothing from this company. It's been 21 days trying to get some answer from them as to where the shipment they keep claiming is coming even is.

I requested a refund on June 28 2023. Told it would be issues within 3-5 days. Not it has been over 2 weeks and multiple people from this company have emailed saying it had been refunded and would be now...10 days to process...I have requested proof of refund, which has never been provided. Still addressing the rerun as of 7/19. Told again I am moved to the "highest priority" and not the refund should be 5-7 days. This company is not real. It's not hard to issue a refund. This company is absolutely BS. Worst run company I have ever seen. DO NOT BUY FROM THEM.