Bestway 

Had a problem with our spa and they sent a replacement motor a couple of days later, can’t argue with that.

VERY IMPRESSED with Customer Support! Purchased a Lazy Spa Paris in July 2018. Noticed in August 2019 that the top liner had become very wrinkled and creased. It has never been over inflated or left out in sunshine as always been inside a gazebo. I emailed customer support and informed them of the problem. Received an email back asking for photographs and a serial number along with proof of purchase. I sent requested information back and 3 days later received an email to say they were happy to replace the whole liner and outside cover under warranty, and that I would receive it in 3 to 5 days. The very next day it arrived by courier. Needless to say I am 1 very happy Bestway Customer.

Product when working is good I purchased the lazy spa Paris within a week the pump broke I asked to return product as I wouldn’t buy a pair of shoes that broke within a week and just get them repaired I would get a new pair sadly Bestway don’t work on that logic they just repair it so sorted for it to be collected driver turns up no labels so couldn’t return it eventually got pump back and guess what it wasn’t working cutting a long story short I’ve had pumped repaired and replaced (reconditioned one) 5-6 times we’ve had the spa 2 years the liner split at the seam which they replaced pump then started to sound a bit dodge again emailed them they said they would replace again I said it was just about working and wanted to be able to use spa through the summer was told because of all inconvenience they would honor repairs for a while after warranty low and behold warranty is out they can find no recollection of email (lucky I’ve kept all correspondence so wil be emailing again) and liners spilt at the Seam again so a £650 lazy spa with all these problems not good

Bestway awful. The coleman spa itself is not bad and the kids like it, but bestway is a horrible company that doesn't stand by their products, products are low quality and they have terrible customer service. I like coleman products but Bestway is crap!!!

TLDNR:- Avoid unless they are giving it away. Poor quality control. Poor manual. Poor customer support. Poor online videos. These spa’s are basically a glorified paddling pool with a heater/blower. My advice is spend a bit more and buy a real quality spa, something like the Intex PureSpa brand.

I purchased this Bestway Lay-Z St. Tropez Spa in the Amazon Prime Day deal. Set it up at the weekend. After having Intex PurSpa’s for the last few years I have a good baseline for comparison. The RRP of the Bestway Lay-Z spa is on par with the Intex PureSpa’s so I assumed that the quality would be similar, boy was I wrong. It’s like comparing an Advent laptop to an Apple MacBook. The overall feel and quality of the Lay-Z Spa is poor, it feels more like a kiddie’s inflatable play pool put inside an external shroud. The liner is barely thicker than a paddling pool, a good example would be that if a cat’s jumped on the Lay-Z spa spa its claws would go straight through, yet an Intex one would be safe from curious felines as its much thicker. I cannot stress this enough, the difference in liner quality is night and day between this glorified paddling pool and a quality inflatable spa.

My unit was faulty out the box and after dealing with their customer support, they should be called lack of customer support. Let me tell the story, I filled the spa and put it on overnight to heat. Going to the spa in the morning I was greeted by many litres of water dumped all over the floor and a noticeable drop in the water level in the spa, maybe 5cm. I looked in the manual for a warranty service telephone number to call to try and get the fault resolved, but there was none, email only. There is no phone number anywhere in the included documentation, that should have been an early indication of what type of customer support I would receive. It’s as if they don’t want to deal with customers ‘face to face’ but only over emails. Upon sending an email to Bestway, they replied almost instantly, great I thought, progress, only to read the dreaded words ‘We aim to reply to all emails within 2-3 days, but during peak periods this may take longer’. So, you have a brand-new unit that’s faulty, and its leaked water all over and they might get back to you in 2-3 days… and this isn’t 2-3 days for a solution, this is just to read your email and reply.

When you get an answer, they then expect you to diagnose the fault for them by fully dismantling and testing parts. Then they ask for proof with full photos of it assembled, disassembled, faulty parts even going as far as asking you to get a torch and take photos of internal piping and even video footage! All this before they will even investigate the problem further. They refuse to help you unless you jump through their hoops and they say this is little to no hassle… well it isn’t for them, but for the customer this could take many hours in both dismantling, taking photos, videos and emailing Bestway.

After a few more days waiting in their email queue, if they agree that a part might be faulty, they then say its another 3-5 days for them to send the part to you… not sure if that’s 3-5 days to send it, or for you to actually receive it.

UPDATE: It even got better on from there, with another email sent out saying that it was perfectly normal for their hot tubs to leak… ummm, excuse me?

More waiting in telephone queue to speak to a human, maybe only a 15 minute wait time today, only to be told that the email was a mistake, the part would be sent out today (Wednesday), so expect it next week… so its been over two weeks and my brand new hot tub is still faulty, and still unused.

This is such a poor way of handling customer service; making your customers feel guilty and like they are lying and having to prove their innocence before you will help them. Bestway, this is just unacceptable in 2019 and my suggestion to you is look to Amazon’s excellent customer service for some pointers.

The good:
• It looks good, from a distance.
• The price was competitive, Amazons great Prime delivery was good as usual. Both are a credit to Amazon though, not to Bestway.

The Bad:
• Online videos are generic, poorly made and not for specific models.
• The manual is poor, and I don’t mean bad, I mean it is totally unfit for purpose. Anyone with 30 minutes and Word could produce a better guide. Seriously Bestway, put some pride into your products!
• The LED light is nice, but not well made, it uses a simple hand turn screw base to give you access to the batteries, it has no watertight seal and will leak water and it’s only a matter of time before it will go faulty (as many other online reviews state).

The ugly:
• Poor quality control.
• Poor customer support.
• Warranty support could take weeks to get faults sorted.
• No contact telephone number in the manual.
• Basically, this is a glorified paddling pool.
• You must register to get your 6 months warranty ‘extended’ to 12 months of support… don’t they know UK consumer law?

8ft fast up pool was fab but kept developing air leaks in ring. The material is so thin and doesn’t seem fit for purpose.

Best wait don’t even bother to respond

I found customer service excellent. Sent email on 16th about a fault on my spa. 7 days later a new liner was delivered..plus I love my Vegas spa.

Worst customer service ever!
Still waiting for their assistance on a malfunctioning part, they just don't care!
I keep calling the Italian customer service, they keep being nice and ignoring me.
It should be called WORSTWAY instead.

CCT69948

I would not recommend Bestway, my above ground pool is fine but my sand filter & pump I've had a nightmare.The product is made of poor quality and the upper flange clamp cracked whilst setting up from new, their customer service is trash, their response time is worse and their spare parts website is no use whatsoever. i.e. product spare part code (from the manual) as a replacement part does not even return a result on the website. After finally finding a clamp suitable I place an order as it was showing low stock only to be told 3-4 days later that the item is not in stock and they won't have this item in stock this YEAR!!! I mean W.T.F how can they not have a spare part until next year!!

I would stay away and find an alternative. Even if it means paying slightly more. I certainly won't be buying from Bestway again

Do not buy from Bestway, there products our badly made and there customer services is non-existent ..... spend A bit more money on a better product

have a problem with my vegas lazy spa,they have done nothing about it even though it is still under warrantee.i reported the problem over two weeks ago and sent pics of problem but had no help what so ever.i said what the problem was and come back with the most stupidest excuse I ever hered.that I was just holding the air pump straight into the linner and not into the air valve,like I am some kind of numpty.they then said they sent me a pic of the valve but what they actualy sent me was a pic of the bestway logo,haha like that was going to help.i have been waiting ever since for them to get back to me, I will not recommend them to anyone as I have missed out on two weekends in my pool which is time I can,t get back.thanks for nothing baestway, signed a very dissatisfied customer.

By husband bought the Paris tub for me as I suffer with arthritic joint pain. He swore he would never use it - it was going to be just for me!
We have a beautiful conservatory with doors that open right out to the garden so we decided to keep it indoors and enjoy it all year around.
Needless to say, my husband loves it as much as me. We use it 4-5 evenings a week and it is where we catch up and chat without interruptions. The tub is robust and incredibly easy to run and maintain. As with everything, if you are diligent about caring for the product, it won't let you down.
Ours has been used solidly for a year now and everyone enjoyed it over Christmas last year!
Also, the after-sales support has been excellent. We have called a couple of times with questions and always get prompt and helpful advice.
I cannot recommend the Bestway tubs and team highly enough.

Unable to leave a review so decided to post on the wall.

Would recommend NO ONE to buy a lazy spa from this company.

After using this item for 2 months and storing it away for winter how I was told in the original box and in our spare room, we have opened it up with multiple punctures.

Material CLEARLY not fit for purpose and been told WARRANTY DOESNT COVER. No one can seem to tell me what the liner warranty does cover if not for punctures to the material.

This has been no fault of my own and the way the company has handled it has been disgraceful.

Passed me round the block on more than 1 occasion and STILL awaiting a call back from a member of the management team I was promised would call back on Friday??

Absolutely disgusting. I now have a £500 item that I am unable to use as he puncture kit provided is also RUBBISH and hasn’t worked.

So dissapointed and will ensure that these views are left on every social media channel available and everyone knows to avoid and that if something does go wrong the company are unable and unwilling to help !!!

SHOCKING

New customer experience dealing with Bestway Wholesale Limited is a mission to deal with them. They do not seem to know what they are actually doing. You go in circles again and again to accomplish nothing. You will be on the phone calling so many different numbers and you will eventually be back to square one. I would not deal with them....

writing a review on bestways layzspa product that caused my shed to burn down causing over £5000 worth of damage . I have been in touch with bestways UK agents for 5 days now and got absolutely nowhere besides being blocked from.the Facebook page because they dont like my pictures of the fire upsetting potential new customers . They are selling a dangerous product and dont care less about there customers . buyer beware

After calling this company because I was told by Walmart that they would help me with my product issue the customer service rep told me they don’t do refund or address any issue with air mattress so I asked her to let me speak to a supervisor she claimed she was the supervisor so I asked to speak to someone else she told me no and told ask me if she can help me with anything else I said you did not help me at all and she I asked again to speak to someone else and she was being rude and did not allow me to speak to anyone else and hang up the phone. Customer service is horrible I will never ever buy this product again and neither should anyone that’s not how you treat a customer who spends their hard earned money in the product from your company.

Hi everyone i wish I'd looked on here before buying i can see from others on here there is manufacturing faults with their products.I bought in July 2018,within a month air started leaking from valve phoned up was advised to dip and of valve in hot water to reshape did not work,so called again eventually sent a new one all was well.Noticed over summer slight loss of air in liner was no bubbles of air topped up with air.We then had relatives over for a party one night and next day decided to empty and clean out,on doing this when disconnecting pump water came of air connection on inner liner.So I rang up told lady on phone she said give me couple of minutes I'll speak to technical,about 30 seconds later she came back and said that was normal i said i don't think it is .Then when weather about 3 weeks ago instilled it down dried it all to find black mould inside the inner lining.I was curious to see this so phoned up and reply was its condensation inflate and deflate 4 times did this no difference still water and black mould inside.Rang back up was told to send email with photos did this and waited for reply.The reply was ridiculous she said this occurs because of inflation water moisture occurs we suggest inflating deflating a few times while deflated use some mould spray to reduce the chance of staining occurring on internal parts of the liner.They say unfortunately this is not a manufacturing default so they won't look into my warranty claim.Then the lady called Ruth says We hope this resolves your issue.WHAT A CUSTOMER FOCUSED REPLY So I rang Homebase they said contact bestway so I did telling them I'm now putting in hands of my credit card company as I now have £350 Of unusable spa in garage wish I'd never gone for one of their spa,I know it's been long but if it helps people in future not getting ripped off from a company who clearly has some manufacturing issues they won't admit too I'm glad it's long.
PS look on John pye auction sites and see how many are up for auction
Hope it helps
ROY

Customer services what a waste of time , all they say is it's not down to the product....when it is only 5 months old.......

!!!!!!!

Phoned earlier and spoke to the rudest women ever.
The absolute worst service.

Oh dear, what has gone wrong with Bestway, Stockport, I have been using this cash and carry and no other for nearly 3 years, it has always had faults but the last few months it has gone down hill rapidly. Where to start with problems, the warehouse staff on the whole are pleasant and helpful although one or two to wont speak to us? in particular if you ask one where something is he rolls his eyes at you and if you still cant find the product he will not go over to show you. The stock has not been great lately, some items on there offer sheet are so short dated you have no chance of selling before it goes out of date, but these are listed along side normal dated stock on the sheet so it is hit and miss if you will get the stuff on your list, leaving you with gaps on your shop shelves. On several occasions while going through the till with our purchases the person serving will just walk off and start a conversation with someone else so you are left stood there wandering what's going on. Some of the till staff and management people are very rude and don't have manners and we are quite often ignored. Management are very rude to the English staff (whom I have never had any problem with) and talk to them like dirt, which is no doubt why so many leave or get fired, one female member of staff (Claire) who was a real hard worker was recently fired, despite her going out of her way to help customers. They don't like you returning anything even for un-for-seen damage and you are left waiting for someone to come and speak to you about it, I have lost count how many times they have lost an invoice (with in minutes) I have handed over with a return on it, you are then waiting around for a re-print. I recently tried to purchase a buy one get one free product to find only one remaining on the shelf, I asked the assistant manager if I could purchase and pick up the free pack when it came in stock, I was spoken to like a naughty child and told NO, I wouldn't have minded if they had said it would cause problems with the stock or similar, but not to be spoken too like I didn't matter. Some of their Asian customers actually scan their own stock through the checkout and seem to do what they want, but we are treated very differently. Now when we go twice a week there is only maybe one or two other customers in the warehouse, it always used to be busy. For the first time we are now moving some of our custom to a different wholesaler which will cost Bestway 100k plus in lost sales from us per year, but maybe this is just a drop in the ocean to them which is why we are made to feel like a burden rather than an appreciated customer. They need to have a rethink about how customers are treated and spoken to before they have no customers left.