Bestway 

Avoid this company at all costs!!!. Absolutely rubbish after sales and customer care. I have a faulty Paris Airjet spa which lets water into the liner itself which means I can’t pack it away as it will go black and mouldy. After a month of emails and few hours on the phone, and doing all the video and photo evidence they required, they still insist there’s no fault even though the liner still has large volumes of water remaining in the liner wall which I can’t remove. They send out generic emails on what to do ( even got three on same day) and I agreed to all there complaints procedure including video evidence but to no avail. Their phone customer care is awful, their advisors ask the same generic questions and need retraining on how to deal with customers. absolutely useless company and I still have my faulty liner which is not fit for purpose. An abysmal company to say the least. Avoid at all costs, you’ve been warned!

When setting up our pool for only it's second Summer of use, we discovered there were several small holes in the pool liner at the joint between the wall and base that were letting out water. The pool was on artificial grass and when Summer was over we stored the pool, as per manufacturer's guidelines, in our Summer House between Autumn & Spring.

As we were within the 2 year warranty, we contacted Customer Support only to be told the defect was not covered under the warranty as it was not a manufacturing issue, even though all the holes were along the same joint line between the wall and base linings of the pool.

I sent several responses including questions that Bestway failed to answer and they kept sending me the a standard cut & paste response.

If you want to get more than one Summer out of your £500 pool then i would suggest you look elsewhere.

IF I COULD GIVE 0 STARS I WOULD DO THAT

Fast delivery of spare part and easy to find the right item.
However, only 4* because it was out of stock for a a few weeks and no information about when it would be restocked.

Pool pump didn’t work and the cover was ripped. Bought at the start of July. Two months later and still no resolution with the issues. Images, videos and lots of details sent and still not good enough. Asked us to destroy the pool for no reason at all. If they can’t have it no one can. Customer service is abismal and that’s putting it mildly. 50 emails and lots of calls. Had to go to sales to speak to someone in the uk. Their attitude is disgusting. You’d think WE were trying to scam THEM!! Never ever buying from them again!! Asked for a cover and a pump and a gesture of good will for two months hassle and waste. Couldn’t be manage that.

Great initial customer service (from Julie) but after that I was so angered and disappointed by the poor service, having held on the phone for nearly an hour, received regarding my faulty unit. Unhelpful and border line rude, no surprise promised email has yet to arrive!!

I ordered a Bestway Pool in the spring so that we would be prepared as soon as the weather warmed up. I live in Michigan and we get maybe three months of nice weather every summer.

We prepped the area, spent hours and days preparing the ground, and finally got to the point where we could open the box and set up the pool only to find they had sent us all the parts for a 15-foot pool EXCEPT one connector which was for a 10-foot pool. The first problem is getting in touch with someone from Bestway in the first place. There is no customer service number, so you have to fill out a form and wait for a call back. I did not receive a call for SIX DAYS.

By the time I heard from the company, I had already purchased a replacement part on EBAY because the company website does not offer the replacement part that I needed (T Joint Connector). The second problem is that the customer service representative was terrible at her job. Most of the call was spent in silence waiting for her to say something, and when she did I swear her mouth was full of something. It sounded like she was eating while she was on the phone.

The real kicker is: I'm 'out of warranty' so they won't even replace the incorrect part. DO NOT BUY A BESTWAY POOL.

They are not any cheaper than what you will find at your local Sam's Club, Walmart, or Menards. Bottom line, Bestway probably makes decent pools, but they aren't the cheapest on the market, or the best on the market, and if you want to guarantee you'll receive what you paid for I would suggest shopping elsewhere.

User's recommendation: 0 Stars. Do not buy from this company.

Spa hollywood Bad quality. 2 months of use in Quebec and already no longer works. After service is not up to par. We are putting socks in the trash to be polite. Will not buy a spa from them you will not have service.

Bought a lazy spa last year, perfect. Put away for winter. Packed away perfectly and safely in our summer house. Got out this May and after inflation and filling the top was deflating. Contacted Bestway fir advice, advice great realised through the bubble test there is a slight hole/tear. After a few more pictures having to be sent. Replied with not a manufacturing fault. I asked for someone to come and inspect but don't offer that service. It obviously is a manufacturing fault as you are able to put the lazy spa away when not in use for long period. I wouldn't mind but we know we have looked after and packed away perfectly. Due to their response I would not recommend buying their products.

We bought a hot tub for our special needs child to do therepy in ( which he loves )

Unfortunately the side bubbled which was quite uncomfortable

Getting in touch with customer service was fine but the one size fits all solution to problems arising was not helpful

We had to cut our hot tub (which I explained would cause great upheaval) and send a picture of it cut to get a new liner We asked would there be any possible way to send the liner We would cut the old one when it arrived but to no avail

So after getting a 7 day warning the case would be closed We cut it

Were currently 4 days no hottub with a message this morning looking for pictures again as weren't recieved even tough I uploaded them twice now

I'm beyond disappointed with the service 😞

Through no fault of our own We have no hottub the old liner outside for us to dispose of and 3 to 5 days for response to every email sent

##8835-74##

As of yesterday may 29th my case was closed (no contact just closed the case after sending automated emails)

I've a hot tub sitting out back with hole in it no phone line to ring them on as the number says to email and nobody emailing back

Next steep is trading standards absolutely no customer service atal!!!!!!!!!!

Bought an aqua jet Paris, missing parts completed warranty and requested said missing parts, and got no reply shocking customer service. Next port of call trading standards and claiming the money back via banking dispute

Case #883-946

Score now altered from 1 to 4 after final getting the issue sorted

Avoid at all costs. I'd highly recommend aquawourldwoodpools.co.uk who will happily ship out any spare parts you need when anything they sell you needs replacement parts 9/10 id it's something small they'll happily do it free of charge aswell. Unlike bestway who just say find it on amazon or ebay we don't sell spare parts

This company needs to go out of business, do not buy there products. Have a Paris hot tub (my second) brought it new and dint use it over winter, come to use it this year and not heating. Still under warranty so got in touch with them and raised a claim. Had to take lots of pics and videos which was a faff as the hot tub is undercover under a gazebo that nailed down to stop it blowing away, to save me some hassle I unplugged the tub from ip rated box its permanent fixture which is all screwed down an plugged it in to an extension that is housed in another ip rated box in the gazebo but is a clip open one to show the reset processes which requires you to unplug the hot tub. Because they saw that this was an extension lead, they quoted that this has voided the warranty and won't replace the part even though it was only put on there for a test for their stupid video. It feels like they make you go through hoops and look for any excuse not to fix the product which is clearly faulty. It seems to be a very common experience with this company, just look at the reviews. They need trading standards to shut this company down as they are clearly disregarding consumer rights. Don't buy their products, get something second if you have to or pay the extra and get something proper from a reputable company.

I rang them this morning as I wanted to replace a broken part to be told it was covered under 2 year warranty and was directed to their website to make the claim. The amount of detail and photos was ridiculous (big clue), and then after an hour of so I sent it all over, only to be rejected out of hand when I only wanted to buy a replacement in the first place. However after looking at Trust Pilot, it looks like 90% of their customers are not happy campers. I will choose an alternative supplier. Get your act together!

On our 3rd lazy spa from Bestway,we even upgraded to £1000 Hawaii Hydro Jet Spa very nice, however we had the same error code E02,exactly the same as previous tubs

E02 number flashing pump problem, so this time not under warranty,as the warranty carries on from last one!! ( wasn't aware)
So my husband stripped it down, checked on utube to find it's the rotor impeller has a plastic stick through the middle which breaks, common thing, apparently, and bought 2 new metal ones on line £8.000 which undoubtedly will last for years,my husband fitted it in and yep working perfectly!!! So we got it sorted!!!saved a fortune, no help from Bestway!!!!

Bought a pool robot only used for a few weeks each year, warranty is now out of date and the sail is broken but Bestway will not supply any parts ,they suggest purchasing a new one.
I strongly advise against dealing with this company.

Bought a Coleman spa after one summer the inside walls filled with water that can’t be drained called best way they said there not responsible for the liner defect and says I have to purchase a new one

I bought a blow up mattress and in less than a month it stopped working. The insert said to contact the company before returning to the store only to be told no refund or exchanges (it took 2weeks for them to call me. The customer service and products leave something to be desired. I can take it back to Walmart but I would only be able to exchange it but I really don’t want anything else from this company. I will tell everyone I know about my experience. Buyer beware because they do not stand behind their products and obviously don’t care about their customers experience

I recently purchased the Tahiti Lay-Z Spa from Bestway, and unfortunately, my experience has been far from satisfactory. I felt compelled to share my disappointment to enlighten potential customers about the challenges they might face.

I bought the spa in January 2022, and after less than two years of usage during the 2022 and 2023 summers, the product suffered irreparable damage due to a factory issue. The spa developed an internal leak with no punctures or holes, indicating a significant quality concern.

Upon reaching out to Bestway's service team, the response was disheartening. Despite the product's short lifespan, I was informed that it was beyond repair, and the suggested solution was to purchase a new liner at nearly the original price. This was both unreasonable and unacceptable, given the apparent quality issue with the initial purchase.

Furthermore, the proposed discount of $25 on the replacement liner, bringing it to $325, is not a genuine effort to address the customer's concern. It's disappointing to see a lack of understanding and responsiveness from the company, especially when dealing with a product that failed prematurely.

My intention in sharing this review is to caution potential customers about the product's quality and the unsatisfactory customer service experience. If you're considering a purchase from Bestway, be wary of the possibility of encountering issues with the product, and the subsequent challenges in seeking a reasonable resolution.

In light of this experience, I will be exploring alternative brands that prioritize quality and customer satisfaction. It's disheartening to see a company fall short in meeting customer expectations, and I hope my review serves as valuable insight for others.

Not good and very dissatisfied with empathy shown. Warning if you are considering a bestway lay z spa.

Our spa is out of warranty and on the first occasion of emptying to change the water our liner deflated. Bestway replaced thru warranty. We then after the warranty expired again removed water to change and again the liner deflated.

I have pleaded with bestway to replace based on previous experiences, offer discount, come to an amicable solution as there must be a fault but to no avail after pleading several times.

I would never ever purchase a bestway product again and definitely never recommend a bestway lay z spa based on my issues and a clear lack of empathy for my own experience. I’m also in a Facebook group for lay z spa and wished I knew about this group before purchasing. So so many issues with this product.