"Bad experience but was put right eventually"

Avoid this company. I had nothing but trouble since buying their hot tub. Their customer service phone is NEVER picked up and they take DAYS to respond to any email, usually with an irrelevant answer or with a suggestion that had already been looked at and discounted..
their Hottub is advertised as WiFi enabled but it uses very old technology so if you have a half decent modern WiFi router, forget this option
the list of problems and chronology is too long to list here but if you want my honest advise, do not buy from them. they are simply not fit for purpose. I am exploring my options of obtaining a refund and will never ever buy from them again!

Addendum:
Further to my post above I have now changed my rating based on the company CEO Tom and director of customer services Emma responses who intervened and sorted my problems out - hugely appreciated and hope Emma will be successful with her endeavour with improving customer experience for future customers

"Waited 3 months for a hot tub that never arrived"

I ordered a hot tub on 5th May (3 months ago) that was supposed to be delivered W/C 3rd June.

On the 9th June I chased up the order to ask when I can expect to receive delivery of the hot tub.

I received a response saying that my hot tub was supposed to be delivered W/C 29th July (despite my receipt saying W/C 3rd June) and that I could pay more for a bigger model if I wanted to get a hot tub quicker.

On the 25th July I sent another email to ask whether the hot tub will definitely be delivered W/C 29th July.

I didn't receive a response, so on the 5th Aug, I sent a further email asking whether I am ever going to get a hot tub from this company.

Today I have received a response to say that the spa is oversold, with no information of a delivery date.

Appalling customer service from Wave Spas. I ordered the hot tub 3 months ago and they would have known at that point that the hot tub was oversold and wouldn't be available all summer. Instead they have kept my money for 3 months with little to no communication.

I certainly won't be using this company again and would suggest others think twice.

"horrible customer service"

I ordered the spa on June 28, 2024, and looked forward to enjoying it. However, I noticed significant air and water leakage upon the initial fill. I tried resolving the problems using the self-troubleshooting tips provided, but unfortunately, the issues persisted.

I contacted customer service on July 21, 2024, regarding the leaks. Their response on July 23 addressed the air leak, but it completely overlooked the water leak. Despite following up the same day, I didn't receive any further information.

Feeling frustrated, I sent another email on July 25, 2024, explaining that the attempted fix for the air leak did not work. I also requested guidance on addressing the water leak and asked for instructions on how to obtain a refund. Sadly, I haven't received any response following this email.

Despite my email on August 4, 2024, inquiring once more about the refund process, I have not received any communication up to this point.

This entire experience has left me extremely disappointed. Not only have I been unable to use the spa, but the lack of support has been incredibly frustrating. Based on my experience, I cannot in good conscience recommend this product to others.

"Wave Spas - Do not use this company"

UPDATE 06/08/2024
WAVE clearly gaslighting me with their response below. No way to reply to it. Seriously do not use!!

Original Review:
Do not use this company. Customer service is poor. No responses etc. Currently requesting a refund as a main part was missing AND the amount of people on Facebook complaining of a heater fault and not receiving responses.. I didn’t want to wait and find out if mine had the same issue so have requested a full refund. Still no response after 2 weeks. Also missing an order (Spa chemicals). Seriously, avoid!

"Shocking. Nothing has been delivered. "

Shocking.
Terrible customer service. No update on delivery date. No reply to emails after over a week. No call back.
I am in touch with Klarna for a refund as the product has not been delivered

"I strongly CAUTION anyone against doing…"

I strongly caution anyone against doing business with this company. I ordered a hot tub, cleaning supplies and other accessories on June 4, 2024, and have yet to receive my full order. Despite requesting a refund, I have faced numerous issues with their customer service.

Their responsiveness is abysmal, often taking weeks to reply, if they respond at all. I ordered cleaning supplies and a headrest, which they claimed were on backorder until July 15th. It is now August, and I still haven't received any updates despite multiple attempts to contact them.

Each time I email, I receive an automated response acknowledging my message and asking for patience. This likely indicates they are inundated with complaints from other dissatisfied customers.

My best advice: AVOID THIS BUSINESS AT ALL COSTS and seek alternatives for your needs.

WAVE SPA I am still waiting for your response back. I have spend over $1000 towards your business. DO BETTER!

"Customer Service is Non Existent "

Trying to return my Wave Spa which is unopened and still in the box. I emailed, called their contact number and left a message, contacted them via their web chat on their website, and filled in their online form all on the same day it was delivered. Got their generic email response of “someone will get back to you within 4 days”. Still heard nothing back which has been over a week. Emailed again and no surprise, same email response of “someone will get back to you within 4 days”. I’m certain they won’t contact me going by peoples reviews on here, so I will be contacting my bank to escalate this problem and proceed with legal proceedings if needed.

"Proceed with caution and use a credit card so you get some protection when/if faulty "

Please beware this company and if you do decide to chance buying anything expensive from them PLEASE use a credit card so you have a chance of getting your money back.
Their rigid (over 1000 pounds) tubs seem to have a fairly common (we’ve certainly found a lot of people with same problem) fault that the heater/pump unit starts to leak badly early on. You’ll then have a hard time communicating with them, getting a standard email telling you they’ll respond in 4 days but they won’t.
We have a leaking unit, enjoyed our £1300 tub for two months before it broke. We’ve tried to fix it with instructions. Finally managed to get a replacement but no instructions on how to fit it as it’s not got the factory fitted liner attached. There are whole Facebook groups dedicated to people who are equally frustrated trying to get these matters sorted.
Given two stars as we really enjoyed the spa while it worked, but overall - terrible!
If yours works, great! But don’t count on it.

Edited to one star as the replacement they’ve sent us broken too. Nobody’s responding. You couldn’t make this up 🤷🏻‍♀️

"No customer service"

I was very impressed with the appearance of the new 6-person square Pacific spas when I saw them on the website, and we were in the market for a new spa following leaks on our old one (not a wave spa) Had to pre-order, which was not ideal, but ordered anyway on the 6th June for a w/c 15th July delivery. The week came and went with no Spa arriving. I made an enquiry through the web bot and was told to contact Customer services by phone as I had ordered after 27th May.
No one answers the phone, so you just have to leave a message, which I did. Told someone would contact me back, but they never have.
So I decided to send an email and received an acknowledgement straight away (a response! at last!) Unfortunately then took six days to get an answer. I was told that the Spa I wanted was over subscribed, so my order had been cancelled, and Sam offered to send me a round Spa instead, along with 16 extra filters as an apology. Problem is, the offered replacement is £80 cheaper than the one I had paid for, but no mention of the price difference.
I replied the same day, making an offer to accept the offered replacement, along with an £80 refund and the compensatory filters. Its now been 8 days, and still no response. Still can't get through on the phone, and the web bot still runs me round in a circle without any resolution or contact back....

Completely fed up now, so have sent another email today asking for a refund, and also applied for the refund on the web chat. I guess it will be more than a week before I get a response again. I appreciate it is a small UK company (where I would prefer to spend my money) but these response delays seem to indicate that they are completely swamped with issues to deal with. What would happen if I kept the order open and then had a warranty problem? At this rate the warranty would be out before I got a response.

I did send my phone number to customer services, and this whole sorry experience could have been resolved with a few minutes phone call. Especially as the ''replacement'' Spa is actually in stock.

An interesting update....
I submitted this exact same review to the Wave website but surprise surprise, only 4 or 5 star reviews show up on the site!!

Another update; finally received an answer to my email, from Sam again. Still apparently unable to ring me, so now another delay waiting for the answer to this email. Their ''response time'' has now gone up to 8 days from 4! Even though it is just to discuss a refund or would i like another spa sending........
Somebody at this company is responsible for this fiasco, and they are obviously not getting that it isn't working, even though the response times have now doubled......

Very very very disappointed.

"DO NOT USE THIS WEBSITE "

Absolutely horrid customer service.
I am appalled by this company, I pre-ordered my hot tub being told it would be with myself on the date of the 28th of may. After it didn't arrive, the date got pushed back and then it happened again and again up to the point of now, the second of August when I have continuously requested for the company to now completely cancel my order for weeks and the team has not got back to me at all. I held out so long because I truly wanted a hot tub the the stress this has caused me is not worth it. On the plus side, I didn't buy it outright and decided to pay it monthly which means I haven't lost all of the money but I still have not been offered a refund or even been replied to. This should not be legal.
Awful.