"Nightmare purchase Wave Garda 4-6 person spa…"

We ordered a Wave Garda 4-6 person spa and were very excited about the speedy delivery. However one box of foam sides was missing. Wave identified this and the sides were sent. Sadly we are missing poles, filters, base sheet. It is impossible to contact them, we cannot get this rectified. Nightmare service.

"Took money no contact."

My husband and I ordered a spa for next day delivery on 23rd August. It was in stock at the time of ordering. This was a Friday so we expected delivery to be the Tuesday after. No emails or contact about delivery. We email for an update. Told we would get a response in 7 working days. We had a response on 12th September. This was apologetic with offer of an grade to the six person Garda. This was accepted by my husband. Fas forward 2 days and we get 3 boxes delivered, followed by 2 more boxes delivered yesterday. No contact as to it coming or which product etc. Went to put it up yesterday. We were sent the 4 person not the upgraded 6 person version. The outer layer has a hole for wires to the right and the foam we were sent only configure for the Integrated heater to be central. The heater on the inner is located to the right not centre. We also have another piece of foam with a cut out for no reason so not a solid unit. So wrong product, wrong, foam, wrong outer layer, wrong inner layer. And guess what! No answer on calls, no one on live chat at 10am when they supposedly are available. No help even though advertised as 24/7 support. So they have had £1300 and we have a product that is half one thing and half something else. If it takes 3 weeks to respond again we will be out of returns window. I'm absolutely disgusted with this at present.

"Here’s a more professional version of…"

Here’s a more professional version of your message:

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**Order Number: W111620**

In May, I ordered a Como 6-Person Eco Foam Hot Tub, but communication regarding the delivery was minimal, if not entirely absent. This was my first disappointing experience. Eventually, I received the product in June.

Unfortunately, the heater and filter have been non-functional since day one. Despite multiple attempts to contact customer service—who are difficult to reach by phone—I was only able to communicate via email. I was assured that a replacement would be sent.

Given their response time and the numerous delays, it appears the company is dealing with a high volume of complaints. The service levels have been unsatisfactory, to say the least. I have now been asked to send photos of the packed heater so that a return label can be issued, further delaying the resolution of this matter.

I am at a loss for words regarding the poor level of service I’ve experienced. Be very careful I would not recommend.

"Where is the 0 star option?"

Where is the 0 star option?
Ordered a new spar in May on pre order, due 3rd July 2024, arrived 3 weeks late with no explanation or help from customer services (never able to get through)
Electrical issues with the controller (ended up fixing myself)
Leaks from the integrated heater, leak from the air valve, lost entire spa of water in a week.
5 tickets raised with customer services, "please provide a video" and "please tighten up the intake valve", no further help, no reply to the video, no ability to talk to anyone, no reply to emails.

The company will take money, not help when things go wrong. 8 weeks use for £380..... rip off.

They need to start admitting failures and faults and maybe their listed directors need to know how bad their company actually is.

"I would give them zero stars if I…"

Update: 11/2/24:
They finally sent a replacement heater 4 weeks ago. It quit last week. That's 3 weeks functional. They then sent another heater which didn't work out of the box.
I would give them zero stars if I could. First off, they shipped the accessories without the spa and showed the order as complete. Two weeks later we received the spa. It lasted 3 weeks before it stopped heating properly we have now had a longer period of trying to get assistance than the tub actually worked. It has been 4 weeks since contacting customer support with no resolution.

"Terrible quality, poor customer service, stay away!"

Hot tub arrived as planned. Set it all up. After a few we noticed that it kept deflating, but can’t find an obvious puncture. Electric kept going off. It won’t heat up, so we have basically looked at it on our decking for 6 months but can’t use it as we can’t get the temperature to increase, so it’s just using our electric but not heating up. Tried contacting “customer service”….what a joke. No help whatsoever, just get a standard reply asking to send in a video? They will take your money then fob you off. We just want to be able to use the hot tub that we have paid for. Awful quality, stay away from them. Would now like a refund or replacement but highly doubt that will ever happen as you can’t speak to an actual human being. Very frustrated and annoyed and wish we had purchased a lazy spa instead now.

"Terrible, terrible, terrible. Complete con artists."

Do not buy from this company it’s a scam. They have taken £1500 of my money in March. The spa leaked and couldn’t be used. I followed the process they asked me to follow eg videos photos etc of the leak. No response no refund. Just nothing. They are criminals / scammers- why are they still allowed to market a product? If anyone has made progress with a legal suit against them please can you advise?

"Please do not consider buying off this company"

Shame that I even have to give them a star. Absolutely shocking non existent customer service. Automated response stating 7-10 day response. Full details of defect provided in first mail. Ever subsequent response asks for something different that I have already provided then have to wait a further 7 to 10 days. Leak on Sean reported immediately 2 August still not used hot tub.

"DO NOT ORDER FROM THIS COMPANY!!!"

DO NOT ORDER FROM THIS COMPANY!!!!

I ordered a wave spa on the 9th August 2024 and it came really quickly the following working day on the Tuesday. Due to it not coming to later on it the day we didn’t start setting it up until we got back from work on the Wednesday, inflated & filled & added all the chemicals etc needed. The next morning I checked the hot tub and it had deflated…. Just thought we’d maybe not tightened it correctly so I inflated again & left the house for the day to come back and it to be deflated again! This is now an obviously fault and something is wrong with the spa. I contacted wave straight away via phone but no answer and left a VM as advised and it said someone would get back to me…. In the meantime, I also sent an email & filled out an online form.

After waiting 2 days, I still hadn’t got anything back from them so I called them over 20 times within their opening hours throughout the daytime and no one answered! I sent another chaser email and still nothing back. Baring in mind, at this point we had the spa for 4 days now and couldn’t use it.

The emails said we had to expect an 8 days response time from a customer service adviser so we decided to take the spa down and put it back in the box ready for it to go back! With doing this, we discovered a tiny little hole in the spa.

Still to this day, over a month later, I’ve had 2 emails. 1 asking for videos & pictures and one asking for my order number…. Considering I had already sent these to them (the order number was the title of the emails & id already sent over pictures previously)

It’s now getting to the point where I will be seeking legal advice on what to do about my order as I’ve been sent a faulty item that I CAN NOT RETURN do to not knowing how to return this! I’ve not even sat in it or used the hot tub!!! Any advice on how you have got on with this company would be great! Reading the reviews there is a mixed bunch of nothing wrong with the spa or just really bad poor customer service!

"A terrible company"

A terrible company to deal with. As with other reviews I purchased the hot tub and had a problem with the controller from the start and then the hot tub over heating. After trying to contact them (phone, chat emails) Any response you get from them which can be up to 2 weeks from the email always leads to another question that then takes 2 weeks to respond. You can't get them to call you which may resolve something in 5 minutes! This is the worst company I have ever had to deal with and have contacted my Credit card company to help try and get a refund.