"UNDER NO CIRCUMSTANCES use this…"

UNDER NO CIRCUMSTANCES use this company. I dealt with the owner Mark Aikman, who on the face of it is a charming guy, however I must warn you, after the sale, he CONSTANTLY lets everyone down, with fake installation dates, no communication etc. You can never get hold of him because everyone else he lets down is doing the same thing.

AVOID at all costs.

"If I could give no stars I would"

If I could give no stars I would. Issue with company is after sales. We went to them when our hot tub needed a repair. Process started at the end of June. 31st of December, hot tub is still not fixed after several visits we have paid out nearly £1300 and we are still waiting. No one calls back, constant chasing. Told engineer will come by one person then they fail to turn up, call and told no you weren’t booked in. Told will get a call back, no one does. Call to speak with manager, either just popped out, in a meeting or on holiday. We have been waiting on a part that was supposedly ordered in September after an engineers 3rd failed visit with the wrong part. Told part is coming from Canada. Told delay was due to the person who orders parts being on holiday! Does only one person do that job? I’ve had several deliveries from China in that time. Constant lies and no interest from company. Have even put a letter of complaint in and had no response. No way of contacting anyone higher than the manager in Glasgow. So no idea what’s going on! Coming up to the 8 week mark where it states we should have had a response. Contacted citizens advise, trading standards and the ombudsman to see if anyone can advise.

"SUCCESSFUL CLAIM for faulty product and unscrupulous company"

You will see the previous review dated 7th Oct 2022. I bought a new hot tub delivered mid Sept 2022 - issues from offset, 3 engineers could not fix appliance. I have now been successful in being awarded full refund through Section 75 as it was part paid by credit card - £7.000. Hydropool did not respond to me or the legal dept. Disgraceful service and they have now lost not only the faulty product but also having to refund fully. Very good business move - NOT. For all potential purchasers please purchase or part purchase through your credit card. My faith in the bank/credit card services is 100%. If issues make contact through email - to ascertain your claims.

"HYDROPOOL HIGHLANDS"

HYDROPOOL HIGHLANDS
Great service throughout the whole process from purchase, installation and on-going support. Product quality is also of the highest standard and great value. Highly recommended overall.

"Great when you purchasing a Hot Tub and…"

Great when you purchasing a Hot Tub and taking your money, but their Aftersales is shocking, still waiting for someone to contact me for an engineer appointment for 4 days now for a hot tub that's under warranty. Even when you order filters etc the take the money but have to chase up for the items and wait weeks. Not sure how they are getting away with this and Trading. Shocking services and full of excuses.

"Bunch of cowboys"

Bunch of cowboys. Avoid like the plague!!! No aftersales service. Only after your 💰

"Brilliant communication from the very…"

Brilliant communication from the very beginning, Kristine was so helpful and engaging, ready to answer every question! She even stayed late one evening at the showroom so we could come over to test the swim spa we were looking at. Her customer service was above and beyond. Site visit was arranged and was very helpful, can’t wait to get my spa!

"Will never use that company again"

Purchased a Wells tub but following terrible installation of tub, no show appointments to fix issues, poor customer service & a manager who wouldn't call to try & resolve complaint resulted in a terrible experience.
I eventually had to resolve through the Credit Agreement company (thankfully took tub on credit) & received a full refund with Hydropool taking back their tub. To add insult, since has been resolved, that same Hydropool manager has contacted me personally via social media & threatened me to delete my honest comments on a hottub chat online as he didn't like them, all of which are 100% factual, truthful & have proof regarding.
Good luck if you decide to buy from Hydropool, we have gone to another supplier in Carluke who's customer service so far appears to be chalk & cheese compared to Hydropool.
I look forward to an expected reply from Hydropool to this review (something I struggled to get from my complaint & constant emails with no replies too) & likely try to shift the blame to myself for their poor customer service.
I will never use that company again.

"5****** Hydropool Glasgow"

Outstanding Service from start to finish. We had a hot tub ordered from another company and was promised 16 weeks for delivery, still no communication from them and then we ended up cancelling. We visited Hydropool Glasgow showrooms and fell in love with the Wellis Kilmanjaro we ordered this and received this 2 weeks later. The installation team turned up and were so helpful and pleasant. THE TUB IS FANTASTIC. We had a minor issue with the waterfall facing the wrong direction contacted Hydropool and they sent an engineer out within days problem fixed. I can 100% recommend this company. Thanks again

"Hydropool Glasgow 5* Hot tub"

Gemma from Hydropool has been amazing. Her customer service was outstanding and she was there for me every step of the way, with her knowledge about the perfect hot tub for me and my family and to answer the million questions I had by phone, emails.
I put my trust in Gemma & hydropool being stuck in lockdown and only dealing with them over the phone and not having seen the actual hot tub model in the showroom like I had planned.

I finally decided decided on Hydropool Serenity 6000 gold series .... approx 2 weeks from order to getting it installed on Monday.
Installation guys very helpful & professional and showed me everything I needed to know.

Wow 🤩 I am in love with my new hot tub. Best decision ever to buy this. I can’t wait for lockdown to be over and enjoy it more with family & friends.

Thank you so much Gemma,

I would highly recommend Hydropool Scotland.