Bestway 

Bought a bestway Steel Pro Max pool, the pump stopped working after a week & there is no contact no. So you have to email them, then provide a photo of the pump to prove your not using an extension lead ( which shouldn’t make any difference). We paid for a new pump & then the metal struts have bent & overall it is a poor product. Our neighbours bout an Aldi one for half the price & its 10 times better.

Bought a lazy spa from a friend who bought it from Sports Direct then a few days later decided he didn’t want it. I Registered the warranty and it was accepted by Bestways, then when I made a claim was told the warranty wasn’t valid because I hadn’t personally bought direct from the shop and they had made the mistake. What would have happened if it had been a present, same principle. Would I trust this firm again No way.

if i could give 1 star i would, do not buy the 10 footfast pool, this pool had a leak and the ring on it kept deflating, customer service is long, they ask you to supply your address and videos and when they finally contact you four days later you have to confirm this again for some reason, quicker to take back from where it was purchased than wait for them to get back to you!!!

My real rating is 0. Their customer service is literally non existent right now. I paid for a new pool filter pump and plugs for the holes so I can change the pump. All other parts I needed were out of stock. Finally a week later I receive my package with only 1 plug. I need 2. There is 2 holes. Trying to contact customer service is impossible. They don't answer the phone anymore. The customer has to submit a support request for call back and they haven't called me back in days. No phone support, no online chat, no email. The summer will be over by the time I get everything. And all sales are final so I can't even return this. Some advice. Hire more people! Focus on your customers. Customer service is everything and Bestway is missing the mark.

Potential purchasers beware. My Maldives Lay-Z-Spa was delivered with a hole in a backrest so it won't remain inflated. Lay-Z-Spa prefer to accuse me of a fraudulent claim than replace the item. No wonder their Bestway Trustpilot score is 90% bad.... take heed before purchase! Read below for latest missive from them.

No Keelan, this is not a fraudulent claim, the product was delivered with a hole in it. The fact that I didn't inflate it when it was delivered has nothing to do with the fact that it was delivered with a hole in it! In any event, where in your information does it say you have to inflate as soon as it's delivered. I have a 2 year warranty that incidentally starts the date of purchase not over a month later when it was delivered! You supplied this product with a hole in it so it is not fit for purpose and I therefore require a replacement in line with consumer protection law.

31/05/2021

Good morning Graham,

Thank you for taking the time to update your feedback.

The warranty covers manufacturing defects caused by the manufacturing process. The puncture reported 10 months after purchase, would not be classed a defect that we would be able to cover.

Kind regards,
Keelan.

Lay z spa Miami purchased.
The spa arrived without the filter housing. I contacted customer services who opened a case and said they would look into it to see if it was covered by their warranty! Why would they not just replace an item which was missing from the box?
I received an email asking for proof of purchase. I provided it, they then asked me to send it in a different format. I emailed them back sending it in a different format. They then emailed me asking me to send them a bigger picture of proof of purchase.
How many different methods do they want for proof of purchase? The item was purchased via Amazon. If they put the order number into their system, they would be able to see proof of purchase immediately.

The truth of it is that the filter housing unit, which costs less than £10, is showing out if stock on their web site. I can only assume this is the reason for their delaying tactics.

Such shocking service. A week later and we still have no filter housing unit. The email exchange continues!

4887-97 Can I PLEASE have a functioning LayZSpa?!
After a 2 month wait the LayZSpa Ibiza arrived in June 2020.Delighted that 2 exhausted key workers could escape the trauma of this pandemic. Used for 16 weeks and meticulously maintained using manufacturers products.
On set up after winter the liner was deflating. Eventually tracked to a split which I was told is a ‘puncture’. Splits only happen on seams in the Bestway world it seems. A saga has ensued whereby Bestway will not honour the warranty, replace the substandard item or refund.
Just constant deflection and passing around customer services. No direct means of complaint.
I can’t see anywhere in their marketing that a consumer should expect a £475 spa to have a 16 week lifespan.
A bitter disappointment for an item that should bring family joy.
I just want an item that’s fit for purpose and a company that acknowledges their responsibilities under The Consumer Rights Act of 2015 which extends beyond warranty issues

I took delivery of a Maldives inflatable hot tub no obvious problem except one of the supplied lights did not work . Then the problems started after supplying the copious amount of photographs and video evidence, this was never good enough more and more was needed . I from the start offered to return the faulty light so they could start their own forensic examination which it appears they need but this was ignored . I find it incredulous that after spending over £1000 the hassle involved in trying to exchange a faulty £20 light and poor customer service received.

Ordered a brand new Helsinki on the Internet paid a lot of money for it nobody local had them in stock arrived in in good time , made an insulated wood base for it, set it up water chemicals e.t.c loved it. Not even six months old and the glue failed inside, product not fit for purpose, contacted the seller sent photos the reply was "that's a manufacturing problem get in touch with bestway" so contacted them and sent photos there reply was you bought it of a non recognised seller so we asked for a list of recognised sellers which they couldn't supply " because it changes all the time" and you've got no warranty! Even though there is/was a very obvious problem with the glue on the Helsinki having seen many of the same complaints surely Bestway can't get away with selling a product that is not fit for purpose, I am totally disgusted with how many people have been ripped off , Bestway should admit there was a fault with the glue on the Helsinki not fob people off so be warned before you spend your money!!!.

Following a problem with my palma hydrojet this week the level of customer support was outstanding and far exceeded my expectations. Within 2 days of alerting them to the issue with the power lead a brand new pump and heater unit arrived just now.
Richard, the tech guy needs a mention, he was true to his word and for me confirmed that I was correct to buy the unit direct from lazy spa uk.
I have nothing but praise for the customer service advisor who took my call, the tech support after and even the courier service used. Well done and a huge thank you.

Should have consulted Trustpilot before spending £600 on a Bestway Pool. Second day after installing the pool one of the top rails buckled. Called Bestway and was informed they do not sell spare parts. Absolutely shocking customer service.

Stuart, May 2021

Purchased a Helsinki spa end of 2018 which was used for the first time in May 2019 and then stored away again for winter in October 2019. All was fine for it's first season.
Come May 2020 set it all back up again for start of summer but the lining developed a split as the bonding had failed. Reported to Bestway and a new liner finally sent out end of Sept 2020. So season 2 only had 3 months use.
Now its May 2021 and set up again for it's third season and now the pump is leaking from the bottom. Reported issue to Bestway who say it is now out of warranty. I have only had 9 months actual use from it. Absolutely disgusted with their support. I have written a letter to the MD of Bestway and if that does not get results i will file a claim through the small claims court. By a Bestway Lay Z Spa at your peril. There are so many YouTube videos showing people how to fix pump errors because of the lack of support. Shame on you Bestway.

I received excellent customer service aftercare when I had a tiny hole in my hot tub liner, support and replacement was super quick, can’t thank you enough, very happy
Thanks again Heather 😊

Faulty products - purchased the Lazy spa St moritz and after 2 uses the liner deflates. When you contact them, they request for you to do a series of tests, and when you do them, they request a series of new tests....this cycle repeats until you give up. My advice, take your money and throw it in the bin, it's quicker!

Also, please do your part to boycot this company with clearly illegal practices.

Just look at all the other reviews and absolutely horrific company to deal with save yourself the pain id rather a little bit extra and go somewhere else you will not get anywhere with this warranty company or this company.

Do not use this company to buy a lazy spa .
We spend a lot of money last year for the lazy spa and when we pumped it up it didn’t stay up , every day we needed to re pump it . We contact the company and they advised us to use the patches and this didn’t work as there must of been a lot of little holes in it
We was then advised to get some glue ,we did this but by the time we got the glue the weather had changed so we couldn’t use it until recently. We did what was asked of us with the glue but still not staying up .
We have only used the lazy spa a few times but to it not staying up , there are holes in it and we don’t know how .
The company said this is nothing to do with them .
I think the lazy spa was damaged when it was sent out to us but there not interested
The emails between us have been numerous since we received the lazy spa but still not getting anywhere .
Terrible service
DO NOT BUY FROM THIS COMPANY!

That dreaded E02 error - meaning no water flow - happened on the lay-z-spa pump. Again. Usually it's fixed with a clean filter or a mysterious long sequence of on/off, plug/unplug actions and a small incantation. This time not. Bestway aftersales customer service [BACS] always require you to video this and that, photograph the other etc, involving removing and replacing the pump. A pain. They eventually sent new washers and a new filter housing. I knew that wouldn't solve it - the washers were fine and the filter housing worked well with an old pump I started using (I'd also sent a video of that). Back to BACS - 'please send us more videos and pictures'. No way - not for another half-baked solution. The internet was considerably more helpful. The advice said that if there is no attempt by the pump to even start, as in my case, then the impeller is broken. At the heart of the impeller is a feeble plastic axle inside a heavy magnet. It's not fit for purpose and frequently breaks. So I bought a new one (£13.50); a robust metal-axled replacement and solved the problem. I told BACS what the problem had been and that the impeller as fitted is not fit for purpose. They ignored that and told me I had broken the warranty. Of course I knew that, and that it only had 3 weeks to run. The warranty is useless anyway because you just get the runaround. The impeller problem cannot be news to BACS as there is so much about it on the web, but they avoid the issue and give you the runaround instead.

So bought a helskini tub not the cheapest one by a long way, the glue on the liner started coming away so I reported it and to be fair they sent me another less than a year later its done the same, when I went back to then replying to the email they sent about the replacement all they said you need to buy a new liner, why would I do that as it appears they are all faulty. Just appalling make your goods fit for purpose

I bought a brand new tub via ebay ( unable to get them anywhere else) so knew the chance of a warranty were dim. I contacted them for ADVISE, reply was unable to replace liner as it’s second hand and not from a recognised dealer. I didn’t ask anything about warranty!!!, just ADVISE they couldn’t do that, they wouldn’t be able to replace the liner anyway as they don’t have any.

I purchased a Coleman Spa and I have only had it about 4 months and it keeps giving me an error code I look up the code and it said ambient air temperature is to low outside. It is like 50 degrees outside... I tried to contact the company all you get is a automated promp to go online and request a call back which could take upto 2 days.. I ordered a piece from their site the piece cost 4.99 but they charged 8.00 shipping + taxes which is ridiculous to have such high shipping price. I was very concerned when i ordered this item. I entered my information and credit card number as soon as I pressed the order button it took me right back to the screen to enter my information again, no confirmation that my order had been placed. I have been trying to contact then and no response... Terrible customer service...