"DO NOT BUY ANYTHING FROM THIS COMPANY UNDER ANY CIRCUMSTANCES "

Whatever you do. Do not buy a spa off this company. Ours turned up a month late. Then we got one day out of it and it hasn't worked since. All they have done is asked us to trouble shoot. We have done everything they have asked. It's also plugged into a proper outdoor socket, but apparently it voids the warranty if plugged into an extension lead. But ye they are asking me to take it apart with screwdrivers to take a part out for them to replace. Which will have to be picked up. Taken away then they will send another one. For me to put back together. But ye, me taking it apart won't void the warranty 🤔🤔. This has been going on since the beginning on June. An you can only contact them through a chat. Which at first would take them 4 days minimum to get back to you. This has gone on from the very start. Now it is saying 8 days. But this time around It has been 10 days and nothing. There is a contact number but they never answer the phone or get back to you. Even though it says to leave your name and order number and they will get back to you. So we paid £1300 for what is essentially a pool or just something to look at. It's an absolute joke. All we wanted was for it to be replaced. We got it for the summer and literally used it once. I would advise anyone to stay well clear of this company. And pass the message on.

"Losing Faith"

Purchased a Garda 4 Seater Hot Tub on the 28th June 2024. It finally arrived late July after waiting over a week until expected release date. I was in constant communication with the company and were very helpful. I then come to build the product only to find they had sent me a foam set for the 6 seater so obviously I couldn’t build it. I thought no problem I will get in contact with them. I have sent multiple emails, left a voicemail on there call back service and even complete there online chat. I’ve heard nothing from them for over 2 weeks. Considering I paid well over £1000 for the item I thought someone would have been in touch by now.

I am hoping that someone from Wave Spa UK will read this and get back to me as currently I have an item I cannot use. Really helpful at the start but losing faith quickly.

"Initially bought hot tub 18 months ago"

Initially bought hot tub 18 months ago, was pleased . After 10 months heater packed up, they kindly replaced it and we sent back faulty one. Within a few weeks of receiving the replacement heater that packed up.
You can not contact them to speak to anyone, only email which takes over 8 days to respond to. Paid £69.99 for another replacement heater weeks ago and told to box up broken unit and send photos so they can send out postage label, we did this 10 days ago and we have sent them various emails with proof but we are still awaiting a response from them. In the meantime we have no hot tub working and they have £69.99 of our money. Customer service is appalling, don't touch them with a bargepole.

"Have tried to get my order for about 4…"

Have tried to get my order for about 4 weeks now had received 3 emails each said will be here in a few days do not trust this company with your money only fall’s promise

"Our hot tub broke last Thursday and we…"

Our hot tub broke last Thursday and we needed one for the Saturday, we brought one from here on the Thursday (before 2pm) for next day delivery, but we didn’t receive it, so we went out to buy one.
This one was delivered on the Saturday, which we no longer needed. I have been trying to contact someone to arrange a return and refund… called, emailed and chat! And no luck! This is quite disappointing and frustrating.
Could someone please contact me to arrange this. Order number W117271
Thanks.

"Great product, dire customer support 🥹"

Ordered: 13th May 2024, arrived 16th August 2024 (just over 3 months)

The quality of the product is very good, but what lets Wave down is the lack of support after the purchasing process.

I tried Facebook (dead), Twitter (not posted to for ages) then stumbled across tons of negative feedback/reviews on Instagram and then start to panic that this was a scam.

Dealing the phone number resulted in leaving many voicemail messages with no call backs.

Sending via emails / tickets on the website quoted delays of up to 8 days.

The AI bot was the last straw, after only a couple of questions it would experience amnesia and loop back asking the initial question time and time again.

The initial order was made a few months ago, so it was extremely frustrating to be told that my model had sold out, this should have been known much much earlier.

I was however offered a 6 person for +£99 instead of +£349, so I accepted the offer, but wasn't told the skin colour would be black instead of grey. It actually looks nice, so more luck than judgement I'm happy with it.

It’s such a shame that there were all these follow up issues, because I would have (based on the product quality) been very happy to recommend Wave to friends and family.

But with the customer service being what it is, I can’t honestly recommend the company as-is, which I think is a real shame.

Minor point was that it arrived in two main separate deliveries (same day though) and the filters etc came a day later.

I suspect you’ve over subscribed with partnerships with The Range etc, running around firefighting logistics, if that’s the case, perhaps more communication will garner support rather than frustration.

Good luck with the sales, even more luck on boosting customer service.

"My patience has run out - 3 months and no solution - no Hot Tub I have been trying to rectify this…"

I have been trying to rectify this problem since June. I got my Atlantic inflatable hot tub via order Number WSUS13957. After a week the hot tub started to leak. I sent videos and photos, and one rep said they would give me a whole new hot tub and then later another said no just the heater. This has been a difficult agonizing venture. After several weeks they said a new heater would be sent with 16 free filters and a 50-dollar credit for the store. Then I got another e-mail saying due to a technical error the shipment was not completed. Finally, they sent me a new heater today (8/19/24) and lo and behold it was cracked and the wrong one. And by the way, no filters or store credit. None of the inlet/ outlets line up and one inlet is on the wrong side. The packing slip said 2024 heater, so I don't know what I have. The customer service people say they are working 7 days a week, but it has taken up to 10 days to get a response. I have over 25 e-mails back and forth and now summer is nearly over, and I have had the use of my hot tub for one week. I need this ordeal over so if WAVE cannot send me a brand-new whole unit I would just like a refund of my money. Based on the service to date I am not sure if either of these will be offered.
Wave responds with an auto e-mail that says due to the high volume of e-mails they are working 24/7 seven days a week. This means they are flooded with complaints or the have a very small staff. My least e-mail was sent on 8/19/24 as of today 8/26/24 there has been no response.
Just wanted to update a full twelve days just and still no response - today is 8/30/2024 -I read in their replies to other raters how they say they have a fantastic customer service - Does anyone really believe this? If this was a local contractor or company, we would have already taken them to court- this is a total disregard of customer rights. Hopefully VISA will soon do a charge back and I can be done with this company.
Seventeen days later - 9/5/24- I got an e-mail from Michael at WAVE basically now asking for photos of the wrong heater they sent and saying that until the chargeback is lifted, they are not doing anything. Can you imagine if I said I am not paying until I get the hot tub when I ordered it - they would never send it - why would anyone do business with this company. I again asked for a number to call to speak with someone and got crickets.

"Recon sup"

Hi I purchased the recon sup in green July 2024, we was really pleased with this when it turned up , we gave it a pump up at home before we went out on it ,to the lake district and it looked really good , when we took it out on lake windermere it was perfect and looked amazing

"Garda 6 Seater Unusable - Avoid"

I ordered the Garda square 6 seater and it arrived in mid July. I set the hot tub up after a bit of trial and error. This is when the problems started. The App simply does not work. I have tried for hours across both Android and apple devices and I have never been able to connect to the SPA. Emails to support although answered sporadically have not resolved the issue and now they have stopped responding. Then about 3 weeks into using the SPA it has stopped heating up the water. I am using Wave supplied filters and after a few hours of fitting a new filter the water flow seems so restricted that the heater and pump cannot heat the water. On a hot sunny day with the cover on the temp never got above 35 after 6 hours. I have emailed support and they are not dealing with the fact that when I fit a filter to the spa it does not allow the spa to heat the water. I now have a SPA that is unusable.
Updated on the 27/8/2024
A further 8 days have gone by and I have not had a single contact from Wave. Truly horrendous company. I will be seeking advice from the citizens advice bureau to recover my money

"Great tub, makes our garden a year round garden "

Just set up a new 6 person foam tub (Garda) in the back garden. Perfect for us, full immersion, so kids can jump in and use it for fun as much as relaxation, great bubbles for that. Very sturdy, can step on it to get in. Nice size, filled it in 50 mins off a hot and cold tap so warm straight away and kept the temp at 40 afterwards via the heater. Super value and will recommend to everyone else - best spa out there !