"Worthless Warranty, inferior product "

purchased ex-display (dry, unused Infinity160 platinium) April 2024 , paid for premium model supposedly with the best insulation you can get.
Issues from day one with sound system not working, then left speaker not working , had fallen off the cabinet side, waterfalls were leaking and running all time when should have turned off, intermittent Gecko control panel would freeze or not respond , large 4 inch light bevel broke and 2 inch piece fell off, then becauseof these faults the cabinet panel fixings broke and had to be temporarily fixed back with a piece of wood, reported in May after 38 days used and by October (5 months later) no replacement panel - excuse being they don't keep spares and only when there is a production run would they get one.
The tub loses between 3.5 degrees and 4.5 degrees temperature over night and when overnight is down to freezing it loses 6.5 degrees overnight - with the claimed insulation being excellent other hot tub suppliers tell me it should only lose 1.5 degrees overnight - their is practically no insulation on the cabinet panels ,its very poor
Asked for a full refund and although the chelmsford staff are pleasant and try to accomodate they cant because they are dancing to the tune of the chinese manufacturer who chooses to IGNORE complaints .
When told to email their "complaints" dept i get a reply 2 MONTHS later from a Ying Liu promising to address any cosmetic concerns - and that reply from November 4th was the one and only communication i have received from them in the last 12 months !!!
I replied giving a constructive suggestion to replace the lifter arm so that they are not on the control panel side , but my suggestions were ignored , further attempts to contact "complaints" dept on Dec 3rd 2024 have gone unanswered , Hot tub barns in chelmsford were copied in and also choose to ignore my correspondence.
There is therfore NO MEANINGFUL WARRANTY with this product despite the paper its written on saying panels 2 years, structure 8 years , heater 5 years - it's more realistic to say the warranty is valid for days rather than years.
They are NOT INTERESTED in refunding for faulty goods , nor are they will to replace the expensive parts such as the control panel , the cabinet sides or the lifting arm .
Your best bet is to either a COUNTY COURT SUMMONS or try and claim under SECTION 75 on your Credit card if you paid more than £100 of the purchase price on a credit card.
Don't be fooled with all the sales talk , if your dealing wit ha company that will NOT rectify issues in the first few months what chance have you got 1 or 2 years down the line , the warranty is worthless, the chinese manufacturer just washes their hands of you once they have their money !!
Go somewhere reputable instead - look at the other reviews they tell a similar story , there is no smoke without Fire !!

Dont believe the supposed good review from a "customer" YING LIU dated November 2024 - that is the same person in the HOT TUB BARNS complaints department that refuses to answer my complaint emails - they are posting bogus reviews of their own products and services !!

"We bought our tub from Chelmsford"

We bought our tub from Chelmsford. The sales team have been really helpful and Natasha in particular has gone above and beyond to help us with a few teething problems. Nothing is too much trouble. Had a slight issue with the tub which has been sorted out very quickly. We have no hesitation in recommending the Chelmsford store.

" hot tub from Hot tub Barn "

I recently purchased a hot tub from Hot Tub Barn at their Chelmsford showroom, and I couldn’t be happier with the experience. Natasha, the consultant who assisted me, was incredibly knowledgeable and an absolute expert in this field. She provided so much valuable advice, which made the whole process smoother and eased any worries I had about buying and installing a hot tub. Her insights and guidance helped me feel confident in my choice, and I’m truly grateful for her support. If you’re considering a hot tub, I highly recommend visiting Hot Tub Barn and asking for Natasha!

"Dreadful experience "

I give one star for the politeness of the staff in store but zero stars for the manufacturers.
When your spa is under warranty and they refuse to fix broken parts, despite it being only a few months old, then this company needs to be avoided.

"A* to hot tub barn in Ashford dobbies"

The whole experience of viewing and purchasing my hot tub from hot tub barn Ashford was amazing. All my questions were answered well and no pressure was applied to purchase. Which is great in itself. Delivery was arranged promptly and at a mutually suitable time. Wayne and Dave who delivered and installed the tub were very professional and helpful with further advice regarding care and function of my tub. Thankyou very much Tracey K

"Connor and Hot Tub Barn a great team "

Great communication with Connor , answered all questions . plus great after sales service, best decision to buy Hot Tub and glad we did . Used it everyday best nights sleep for me

"Regular Servicing of our pool"

We are extremely satisfied with the regular servicing and maintenance provided by Hot Tub Barn. Especially the sincere and diligent work carried out by Wayne.

"Dave & Wayne were great"

Dave & Wayne were great, went the extra mile and was a pleasure to work with.

Thanks again, will defo recommend!

"Hot tub delivered today.Wayne and Dave were great. Have not filled it yet pending decking so cannot assess actual hot tub."

Hot tub delivered today.

" 🥲😡😡🥲"

Well the dream of a relaxing stress free experience enjoying our hot tub has turned into the complete opposite, after sales communication is zero, after chasing several times to get help with an issue of how much it was costing to run the hot tub, which far exceeded the amount we were told, we eventually received a call after I emailed their director and he arranged for an engineer to come on a Friday and said he would diarise to call me on the Tuesday, that was over two weeks ago and once again after calling and leaving voice messages Iv still had absolutely no response.

To add insult to injury we have found a large piece of plastic casing in the pool that has come away from the large light inside pool step area and also after them recommending we purchased the music system at an extra cost of £500, wow was a complete waste of money, one of the speakers was vibrating after installation (oh btw it arrived without the speakers being fitted so another visit needed) and then we had to wait nearly 3 weeks to get it rectified but once again it isn’t working again, what with the fact that you can hardly hear the music above the pumps, nothing like what was shown in the showroom, who sits in a hot tub with no pumps in just so they can hear the music?

We feel that we were defo missold the whole package, new to ever owning a hot tub we relied on the sales person to give us guidance to enable us to make the correct decision but now feel extremely disappointed with this company, come on tub barns communication is key and also something we were told that your aftersales towered above any online company !!!!! We have only owned the hot tub for nearly 3 months 🥲😡🥲