"Superb customer service"

Superb customer service

"REFURBISHED, 2ND HAND, USED, NOT BRAND NEW, DO NOT BUY FROM WAVE SPAS, DEFECTIVE FAULTY BROKEN HOT TUB, CUSTOMER SERVICES ARE ATROCIOUS "

Where do I start, first of all it took 8 days for wave spa customer service to reply to my email about a faulty control pad, we got a replacement one eventually, the heater was faulty too, it was producing biofilm which is bacteria, once again wave spa took days to reply, we were offered a refund or a replacement heater, we decided to give wave spas one more chance, we connected to new heater and it seemed fine but we were only in it once then it started playing up again, we turned it on at 7am and then checked it at 11am and it dropped 2 degrees, enough is enough so we contacted wave spa again and said this was not acceptable and wanted a full refund, they then said sorry but we were by the 30 days, we did get the full refund after opening up a dispute though PayPal, we were only in this hot tub 3 times in a few months as we had issue after issue, the customer service from wave spas is atrocious, the water was only lukewarm at best, we have now purchased a far superior inflatable hot tub from MSPA, we have been in it twice already with no issues whatsoever, if you are wanting a good hot tub with no issues stay clear of wave spa and buy from MSPA, the water is also a lot hotter which it should be and not like wave spas which is lukewarm, we were told that the faulty heater too would be refurbished so you are not getting brand new from wave spa so please stay well clear of this shambolic company, trading standards are getting contacted about this my lawyer will have a field day in court. Yous need to be stopped, yous are selling cheap faulty
2nd hand products and describing them as brand new, this is why trading standards have now been contacted.

"Wavespa… starting to redeem itself!"

I am altering my previous review which was only one star to three stars. There has been significant progress in sorting out the pump failure, after only 8 or so weeks of use. It took a while, but thank you Sophie from Wave help desk for shipping out a new replacement pump and liner. The actual spa is a hit with my wife, and it does stay warm and not cost the Earth to keep it running through the colder months. I am also getting a thermal cover, and I look forward to seeing if this brings down costs further. Ongoing good product experience and good customer service will keep the stars going up…. but they may also go down if any further issues etc. I hope not as Wave has started to redeem itself in my eyes.

"Save yourself a lot of hassle and don't give wave any of your hard earned money "

Only giving 1 star because you have to. Do not use this company from buying the hot tub to returning it faulty has been a hassle all the time they never keep there promises on what they have said they will do see my other reviews on that. Now I have returned the hot tub and was told my refund would be 3-5 working days and guess what on the 6 working day still no refund in my account. So what ever you do do not buy from wave company they just lie and decive you every time
#UPDATE 1#
emailed 31/10/24 about where my refund was and got a response back from tom that the refund had not been processed as apparently DPD UK have lost the hot tub and are looking into it. Even though on 23/10/24 I was told by Michael that the refund had been sent over to the finance department. So another lie/fob off or whatever you want to call it as to getting this matter sorted.
PLEASE DO NOT BUY ANYTHING FROM THIS COMPANY YOU WILL ONLY BE DISAPPOINTED AND LIED TO
#UPDATE 2#
Having requested a phone call to sort out the matter on the 31/10/24 I received no email or phone call regarding the issue. Now they expecting me to wait another week for my refund because they say DPD have lost the hot tub how that is my issue is beyond me that is between wave and DPD. So sent another email at 9am on the 1/11/24 I I still not got a answer from wave but this is the treatment i expect from wave now a absolute shambles of a company and not to be trusted at all. If you do read this review please save yourself a lot of time and hassle and your money in your bank DO NOT GIVE ANY MONEY TO THIS COMPANY. I first told them about the issue with the hot tub on Tuesday 17th September
#UPDATE 3#
as stated above sent a email and the 31st October asking for a photo call or something to get this matter sorted and still no reply or phone call as of 2nd Nov guess they just ignoring my emails now. Truly shocking customer service from wave but it's no more then I have come to expect. ONCE AGAIN PLEASE DO NOT BUY ANYTHING FROM THIS COMPANY
#UPDATE 4#
Eventually got a email on the 3rd November saying
Thank you for your email.

I really do apologise however it is our company policy that we must ensure either the claim is filed as lost by DPD or that we have received it back to us, as soon as we have an update from DPD we will let you know.


Regards Paddy
How it's my problem I not getting my refund because they say DPD have lost the hot tub is beyond me. They have had photos and a video of the broken not tub so the know the issue. They arranged collection and I have sent them a photo of the collection number. So as far as I see it I should be able to get my refund because the issue is between wave and DPD with the lost hot tub. AS I SAID BEFORE PLEASE DON'T BUY ANYTHING FROM WAVE ITS JUST ONE EXCUSE AFTER ANOTHER
#UPDATE 5#
Finally got my refunds. The whole issue took way to long with way to many failures on things that wave said would happen.

"avoid at all costs "

the absolutely worse company to purchase from and deal with. purchased a inflatable spa and it did not heat and had a tear on day 1. I emailed called and sent messages via their social media for weeks and never would get more than a 5 word response. I tried everything I could to cancel and ask for a refund. now looking at a lawsuit. just do a quick review online and youll see im one of many that feel the same way. dont give them a dollar!

"2 stars for the prompt reply but after…"

2 stars for the prompt reply but after that abysmal service. Admittedly have purchased a second hand hot tub but needed a replacement liner.....after a couple of emails it was quite clear they aren't interested in helping. Even stating as the hot tub is relatively new they don't supply the spares! Funny that they have already changed the design so relatively new is a bit of a cop out because we didn't buy direct. Take some advice and shop elsewhere if you need to.

"Smart item with good design, great to cook for friends and enjoy the warmth."

Great item, easy to put together, individual bags for each part. And comes complete with carrying bag for on the go. 10/10

"Great hot tub and excellent customer…"

Great hot tub and excellent customer service. I had a slight issue with the hot tub lid and emailed customer service. I quickly received a response and the problem was resolved immediately.

"Wave spas"

Do not buy a Spa or anything else from these they break with in 6 months of purchase and trying to get it sorted is a joke. I contacted customer services at the start of September they are meant to be sending me a box so that I can return it for repair, end of October I’m still waiting for said box. They were meant to call me 28/10 to discuss my complaint, no phone call….. this is the second one I’ve had that’s broken I will never use them again

UPDATE Wave spas have terrible customer service, they contacted me after i left tis review and made it sound like they were going to deal with my issue, to date I am still waiting. Its been two months since i contacted them and i have still haven't had the issue solved. DO not waste your money buying their products

"This company is big pile of SHIT!!!"

This company is one big pile of shit! Don’t buy anything from them! I’m completely serious when I say that they’re totally unreliable! It took them over 4 months to finally ship a few basic accessories and spa parts. For example, my wife and I needed a stupid replacement air hose which connects the spa itself to a spa air inflator/compressor. I don’t know why it took so damn long for them to fulfill the order, but, they are not a good company to deal with and customer service is absolutely non-existent! Every time I’d pick up the phone to call them up about it, they would never pick up the phone like decent human beings with their sleeves rolled up and ready and willing to do whatever it takes to remedy the problem. Instead, calls would roll to their voice mail system and the same old annoying recorded message would play asking to leave a message and that they would return your call only whenever it is convenient for them! What a frustrating experience! I hope this company goes under and files for bankruptcy soon as they don’t deserve the honor to be in business since they don’t properly and acceptably resolve important customer service problems and issues. Buyer beware of their crappy service or lack thereof. It should be noted that after receiving the parts we ordered from them, which arrived way too late, the spa we purchased from them deteriorated by sitting outdoors in the elements for way too long and the UV seriously destroyed sections of the cheap, low quality vinyl used in the manufacture of their products. My wife emailed the company about this highly important matter since they never answer their phones like a respectable and responsible company typically would and explained the situation about the damage. The representative who finally replied to
My wife’s email only extended an insulting 5% discount of the total purchase we paid on this big lousy piece of shit spa! Shame on them! I hope that everybody reading this heeds my advice and stays very far away from this shyster of a company! They are not worthy of my business or anybody else’s for that matter as they deserve nothing but a big fat 0 for service and lack of product quality! In my book they don’t get more than a F-! Screw Wave Spas! They totally SUCK!!!