"Really impressed with the quality of…"

Really impressed with the quality of this product. Super comfortable to sit in and I was surprised at how easy it was to get set up. Glad in the end I chose to get one of the Wave Spas rather than some of the other brands which don’t seem as well made.

"We are extremely unhappy "

We are extremely unhappy with the communication from the team. I completely understand it's a busy time of the year but having to wait 8+ days to receive a response each time when replying to an email is not acceptable. We have only had our spa 2 months and it has deflated due to the seam coming away. We emailed you the morning it happened attaching pictures and a video to show you the leak to then wait over 8+ days for a reply to then be asked to show a picture which we had already submitted with the last email . We are still waiting for a response and feel we have lost out using our spa over the summer holiday as we have a young child. We have also tried using the other services you provide but when calling it goes straight to voice mail which again we have left multiple messages which haven't been replied too. The live chat is useless as it asks you a few questions and then asked for your email address which again we haven't had a response from. This needs to be sorted out asap as we are eating away at our warranty and feel this is a simple thing to resolve. Please can you respond as we have a VERY unhappy little girl who can't use her spa which was a birthday present. Many thanks

"We ordered a Pacific rattan spa on 12th…"

We ordered a Pacific rattan spa on 12th July and still have not received it. Called, emailed and the live chat and still no joy. Very disappointing. We have raised a complaint with PayPal. Customer Service shocking.

"Faulty spa.ORDER #W112351 customer service is non existent"

Customer service is non existent. Via telephone you get a robot and told to email yet emails are responded to in about 8 days. I've contacted them within 2 months of receiving my spa as it is constantly turning off showing HL fault on the display, it has turned itself off several times before this showing a different code but would come back on when pressing the filter button. Now it's been off for around 2 weeks and after telling them by email exactly what's happening they want a photo of where the filter is, where it's plugged into mains and digital display showing fault. I had a lay z spa and never had any problems. It's taken 3 ails back and forth to get to the point of requesting photos and if I don't get a new dpa or refund within 2 weeks I'm getting PayPal involved to get my money back. This is not the way to run a company. Either get more staff or better products and maybe you wouldn't take so long to rectify the problems. But judging by the length of time it takes to respond they must have a vast amount of complaints.

"So So Disapointed... Stay away from Wave... Dont want anyone else to become a victim"

Have used this company previously as our old tub bought during lockdown was amazing. Had no hesitation in buying again from wave, and also recommended a friend to Wave. But this time round I was very, very disappointed in the service I have received.
Initially ordered our hot tub in March but then just before delivery was due I was told there was a delay both Zoe and Paddy from customer services were good at compensating me by sending some complimentary replacement filters while i awaited-can't fault the customer service I thought.

How wrong I was... Hot tub finally arrived in July (Garda V2 6 person eco foam integrated heater) but was leaking from 2 places, through the pump and underneath. Unsuccessful in getting a response from customer services so followed the troubleshooting guide. Discovered a leak in the liner.
As still unable to get a response from customer services turned to Facebook to find lots of other customers similar to me struggling with their hot tubs and struggling to get a timely response from customer services. The automated email response says 8 days for an email reply and no option to speak to a real person.

To add insult to injury nearly every day I receive marketing ads promoting wave hot tubs but silence from customer services support.

I am so disappointed and so sorry i recommended Wave to a friend who also has issues with their hot tub.

If these reviews are monitored by the company and if customer services do reach out to me I will obviously be happy to amend my review accordingly.

"Disappointing. "

UPDATE: Received a new heater unit which seems to be working correctly. Thanks to Emma at Wave.

Placed original order for a hot tub in May and disappointed the one I ordered was sold out. Paddy rang and gave me a good deal on a different hot tub which was great new hot tub arrived last week! Regretfully the correct size mats didn’t arrive so that meant another email. New mats are in the way. Now I have a problem with the remote not working correctly. I love the design and size of the hot tub but wish I’d read the reviews on here before placing my order.

Yet again I am waiting for a response from Wave to resolve this new issue. Trouble is, it takes around 4 days before they respond to each email.

So to recap: ordered in May, delivered in August and still can’t use it.

Such a shame, what could be a great product let down by poor customer service.

"Appalling customer support"

Didn't want to have to write this about Wave as normally I've had a great experience and they provide great quality products and good prices but after this experience with them, we will no longer support the brand.

We purchased one of the new integrated Pacfic 4 berth spas, this would have been our 5th purchase from the brand. Went through the purchase journey and went checking out had the option to pay for Saturday delivery so expected the spa to be delivered the coming Saturday.

No delivery on Saturday, so chased via support, left a few voicemails, sent a few chats via their support bot and finally sent a few emails after not getting any support with no response for over 12 days.

At this time we still didn't have any responses back from support so chased Clearpay for an update on the delivery, Clearpay then canceled the order even though we didn't ask them to do so. When we logged into check the order status on the website it explained it was a pre-order and the spa wouldn't be delivered for weeks. We then had to go back and place a new order and now the 4 seater was out of stock so placed an order for the 6 seater and was a little more careful when reading the small print and saw that this was a pre-order too.

12 days after our initial support request I got a very condescending email stating that Wave cleary advised in the order process, in the basket and within the confirmation email states it was a pre-order and clearly explains the expected delivery which it does not. We checked the order confirmation and has no mention of the delivery date nor does it mention in the basket, it only states it in very small print when you select the SKU on PDP.

Really poor customer experience, appalling customer support and a lost customer I'm afraid.

"Avoid if you do not want agro!"

Ordered In Stock Item on 5th June, then was told Spa will only be available on 22nd July. Enquired about Spa in 25th July but since you cant call i could just email and leave a call back. No call back but after days was told oversold spa and delivery 19th August. I requested cancelation and refund, email response offered 10% discount, but i requested refund. I now after a few weeks received a small box so i asked for a label to return, no response. I akso have another package but for 3 weeks just moving delivery date so that i get a response to what to do, refuse parcel or can they cancel and get it returned. I just again left message, send email but you only get an automated email everytime someone will get back in 7 days. All i want is to resolve and get a refund. This is taking so much of my time and i have never had such a bad customer service experience. I will not recommend, if you have a problem you will not be able to get a response for weeks. Suggest to stay with Lazy Spa, excellent service, quality and quick delivery.

"Terrible customer service"

I have ordered and had delivered a month ago after numerous supply issues a Garda spa and following late delivery and my holiday I only recently managed to put together or try to put together as during installation I found major component parts missing. I sent messages to them immediately nearly two weeks ago and have still not had a response every time it’s an automated response saying how busy they are this is an absolute disgrace I have never once dealt with such a badly organised customer service. I cannot even start to review the product as I cannot get it up and running, I feel I am going to have to start legal proceedings in order to get this sorted. Has any one else had the same issues?

"No effective means of contact!"

I refused delivery of this. This was nearly two weeks ago. Spoke to someone at the beginning of the week who advised me it had been received back and they would process the refund immediately and send an email confirmation. I have not had the refund or email and have been unable to get through by phone, live chat or receive any response to email. I was planning to reorder the correct item but this lack of communication (and refund) is making me rethink.