Wave Spas  Anmeldelser 7 205

We purchased a hot tub from Wave Spas in September 2025. Unfortunately, what should have been a straightforward purchase has turned into months of faults, delays, and conflicting information from customer service.

Below is a clear timeline of what has happened:

November
The heater began displaying an HL error code. Following the company’s instructions, we returned the heater for repair.

December
The heater was returned to us as “repaired”. Within two weeks, the exact same HL error occurred again.

January – March
We agreed to receive a replacement heater, which we were told would arrive at the end of January. In reality we waited over seven weeks, repeatedly chasing for updates.

Replacement heater arrives
When we finally installed the replacement heater, we discovered the power cable is only approximately 5m long and does not reach our outdoor socket, making the hot tub unusable.

This is where things became even more confusing.
• Our original heater clearly had a longer cable which worked perfectly with our setup.
• The product specification on their website still states the hot tub includes an “industry standard 7m power cable.”
• Despite this, customer service have repeatedly stated that none of their heaters have a 7m cable.

So this raises a very obvious question:
Is the website specification incorrect, or are customers being supplied with heaters that do not match what is advertised?

Following advice from their team, we returned the replacement heater so the cable could supposedly be replaced with the correct length. After sending it back, we were then told this was not possible.

Even more concerning, we have since received emails asking us to send the heater back to them — despite the fact it is already in their possession.

At this point it feels like our emails are simply not being read, and we continue to receive contradictory responses.

After several months of repairs, returns and delays, we are still trying to resolve what is ultimately a very simple issue: the product supplied does not match the specification advertised and cannot be used as intended.

This experience has been extremely disappointing and far below the level of service we expected.

We are now waiting for a clear resolution from Wave Spas.

Update – April 2026

Following this review, Wave Spas have now confirmed that the heater cable length has changed, and their website has since been updated to reflect this.

We have had several exchanges with the Head of Customer Service, whose approach has been a noticeable contrast to the customer service we experienced previously. He has been extremely helpful in working toward a resolution.

Wave Spas offered either a full refund due to their mistake or a 40% partial refund if we chose to keep the hot tub and accept the shorter cable. After obtaining a quote from an electrician to relocate our outdoor socket, we have decided today to proceed with the 40% partial refund.

Unfortunately, because the cable length no longer reaches our socket, we now need to relocate our outdoor power supply. This means arranging an electrician and taking a day’s leave from work in order to complete the installation.

I will provide a further update once the work has been completed and the hot tub is finally back up and running, although this is likely to take several more weeks.

Just used my new wavespa hot tub for the first time and it’s awesome. Great help on the phone when trying to choose a hot tub and I’m so thankful for Tom’s help and knowledge in choosing and super happy with my Como

Foam tub bought and contacted customer support for advice
Set up simple and great service

amazing support on upgrading to a foam hot tub from the wave team by Tom, I absolutely recommend them

Just ordered a foam hot tub from Wave.
Asked for advice for setting it up and contacted customer support
Tom took me through the steps and was great at being patient with me. Easy to follow and great help

Great support from wave spas helping me set up my hot tub. I bought a Garda and had no idea about the chemicals etc but Tom in the customer services team was amazing and explained what to do. He gave me lots of info and tips to keep my hot tub maintained correctly.

Amazing support and customer service from Tom while helping me with the Tahoe model, really appreciated his help.

Had a slight issue with product purchased , after emailing I had a reply within 30 minutes and once I sent photos later that day the response was within 15 minutes with a replacement coming out to me 👍🏻great team work from Antria and Milli thank you 🙏

Great customer service. Part replaced with no bother and slightly out of warranty but honoured

I would like to say a massive thank you to Sophie for her after sales customer service. Sophie has been a great support in helping me with my issues on a new purchase. Very professional very speedy in making sure that my issues are resolved.

Had a horrible product experience but thankfully such a brilliant customer service team. Sophie sorted all my issues from start to finish, had swift replies and was very accomodating to the 5 disabilities I have.
What a great woman.

I have a hexagonal coma hot tub and after a number of months the heater failed and was returned under warranty.
This was the start of problems with receiving faulty units incompatible units new controllers the issues went on for over 3 months but were finally resolved with the help of the support team.
I must give special thanks to Elizabeth and Sophie as they have kept clear lines of communication throughout this frustrating time.

Outstanding customer service, friendly helpful staff all made the experience very positive.

Got an inflatable hot tub. It was really easy to set up and to use. Also easy to take down again when we wanted to put it away for a bit. We had thought about getting one for ages and I’m glad we finally did. The kids love it and so do we.

Great value premium inflatable hot tub. The Aegean hot tub is a family favourite, the kids love it and it’s great fun during the bank holiday and half term breaks! The product was easy to setup and I’ve had no issues with it!

We bought a Garda 4 person hot tub, ordered on Friday morning and paid for next day delivery, it arrived on time!! Took a little longer than 20 minutes to build but was quite easy following the instructions. After heating up to 40deg C our first plunge was fantastic! And the bubbles were much better than expected!
David from customer service was very responsive and helpful, thank you!
We recommend Wave and hope to have a good summer experience in our tub!

Bought our 6 person spa last year from delivery to set up was so quick and easy. We have bought the matting and the thermal top this year, ordered and delivered in 24hrs - amazing. We bought these in eye to keeping the spa up and running all year. excellent service and would highly recommend the company and products to anyone.

Elizabeth was extremely competent and handled my request to edit my order seamlessly and accurately. I have not yet received my product shipment but if the customer service I have already received is any indication, I am sure I will be more than satisfied. Thank you Elizabeth.

Elizabeth was very responsive and helpful!

I happily recommend the company. My wave tub is still going strong (it’s 5th summer) and the customer service is unparalleled. On a few occasions I have needed technical support, which has always been excellent.