Bestway Support UK Anmeldelser 

Disgusting
Case 5050-01 update !!!!!
Well Bestways you have not suprised me at all reading all those reviews from these customers I wanted to have faith in your customer service but yet again let down . Monday team lied again third lie so far !!! They would send out new liner on Monday !!!
She would give us the tracking no that day still no tracking number so still no liner !! We are constantly being lied to they told us they sent one out with DX on the 23 rd June a tracking no was given only DX weren’t told to pick up the consignment !!! Then after several calls later and numerous emails we were told DX lost it but the reply I had from yourselves on here told us what we were told from DX it never got picked up !!! Lie after Lie . Do the customer services actually care what stress they put their customers under !! It’s a disgusting customer service . And I disagree with the star system you deserve nil stars

I bought a lay z spa helsinki hot tub in July 2020. It developed a leak in the side wall after. The liner was replaced under warranty but there was a large air bubble in the floor. I contacted Bestway who told me to wait 8 weeks to see if it went away. It didn't and again I had it replaced under warranty. We used it for the first time last week and there is another large air bubble in the same place as before. This is the 3rd liner and I now have lost all confidence in lay z spa. I emailed but have yet to get a reply 2 days later and am unable to get through to.someone on the phone. O am extremely disappointed and dissatisfied with the quality of the goods given the price. I would now prefer a refund than yet another liner but would need to get through to them first! I would not buy another lay z spa after this.

DONT BUY FROM THIS COMPANY!!!
Lay z spa developed a genuine fault. They make you jump through hoops to make a claim and then hope you go away. The warranty is non existent. They will find a loophole so they can brush you away. GARBAGE!!!

I decided to join the 80% of dissatisfied customers. Like most of the I would like to give zero stars. I only had an air leak in the lid from new and thought I would get a replacement. No chance of that ever happening. I sent photos of everything they wanted which had no bearing on the fault, but every reply I get from them they want the same pictures sending again. They want me to video myself finding the leak with soapy water, then cut a section out of the tub making it unusable rather than replacing the inflatable inner lid. The company have no intention of honouring the warranty so my only course of action is to do like all the others and warn customers to avoid this company.

********* Following the reply from Bestway, they suggested I telephone them to resolve the issue. I called them and a recorded message said they were very busy and the wait for an agent would be 45 minutes. I can guess what the agent would say, send in all the photos I have already sent plus a video of me finding the leak.
I decided it would be much quicker for me to contact the BBC's Watchdog programme, it would make good television and shake up Bestway.

We purchased a hot tub a few weeks back. On initial inflation we discovered it had a small hole at the top and in a position that would be very visible to repair. After a 1:40 minute wait in the phone, eventually got to speak to someone who sent us the link to raise a warranty replacement claim. I also asked if we did repair it, would they still send a replacement, they agreed as along as the video was taken first. Anyway hot tub up and filled with water. A week later received an email asking us to provide the same information that has already been provided. Wait another week and we eventually call again (another long wait) and now the goal posts have been moved, we are now asked to cut a hole in the liner so that it can’t be used and provide a photo. This of course involves emptying the pool and being without a pool while we wait. Bestway refuse to send the pool out first and also refuse to collect the pool. They seem more concerned about making sure the customer is not in anyway advantaged but completely disadvantage the customer at all times.

Several calls/ email and requests for irrelevant evidence (picture of pump for hole in brand new pool)
Empty all water out of pool
Wreck working pool and wait at least a week to get a need a new one
Bestway refuse to collect the old pool and expect the customer to take it to a recycling centre.

Considering this was a brand new inflatable pool supplied with a hole in, at no point have Bestway tried to rectify the issue, in fact they have been hell bent on making sure we can’t use our old pool liner, costing us both time and money and leaving us very disadvantaged even after we eventually receive the replacement liner.
Considering the very inflated price you would have thought they would at least offer a good service. Save your money and buy another brand.

Update and response to Bestways reply below
The issue with proof of purchase was again due to Bestway being difficult. Proof of purchase was supplied on day 1, however Bestway were unhappy the receipt from Argos only had day/ month and not year so asked for a further screenshoot. Keeping in mind Bestway also had the serial number so they really didn’t need this information. Also this was actually resolved very quickly and had nothing to do with my complaint.

Dreadful (read non-existent) customer service. Not actually possible to speak to anyone.

Spare parts are Always 'coming soon', though never seem to actually arrive, i've been waiting more than 6months now. Somehow a lucky few businesses do manage to source them, then list at extremely high prices on ebay. This wait has now cost me hundreds.

Warranties, barely worth the paper. You got to prove it, they won't help you. The fact it's not working is not enough, it's deflating, you have to find it, even if it's not physically visible or possible. Any proof you provide seems to never be acceptable. Also seems to be a theme across dozens of reviewers and on other sites, but according to Bestway, we're all wrong, not their product!!!

Time to cut my losses and go to a different vendor.

Case ref: 5097-90 In 2020 my husband purchased a lazy spa Maldives pro we started having a issue with the heating not turning off when desired temperature had reached tried to go through a claim after sending video after video getting no way we left it until this year and we having the same issue been on to customer service and once again once the video after video and the videos will not upload it is absolutely disgusting we paid all this money I’m getting fobbed off. We have had more issues with the pump this year just switching off or saying end. I don’t know what to do as no videos will upload so cannot fill out the form and taking over 45 minutes to answer the calls. I’ve sent an email to the CEO let’s see if I get a response from them.

You ask me to contact your customer service number but you cannot get through you are not taking calls at the moment this is absolutely disgusting and waiting how long to try and get this sorted out

I understand the first claim was over eight months ago but this new claim is been going on since June it’s disgusting it’s taking this long to get any sort of feedback or come back from you one phone call and I have sent all the information you’ve asked for and still nothing back from then

Can I please correct you on this your advice is only tried to call me once since then I have updated everything that you have asked for.
I have emailed you regarding the last update saying that you will cover the pump on the warranty which is fantastic but you want me to cut the wire off of my pump and send you a picture I am willing to do this but I want to know what the turnaround time is going to be as I do not want to wait weeks and be with ants the use of the hot tub in anyway

You have agreed to replace my pump on the warranty and you have said once you dispatch the new pump it will take 7 to 10 days but you still not dispatch the new pump how long is this going to take how long are we going to be without the spa ?

I have received the new pump thank you I have written to you twice does the new pump come with a new two year warranty ?

You have replaced the pump within two weeks we are suffering the same problem now you need to investigate when this time you cannot even set the timer on the pump there’s obviously a problem with the displace and now I have to wait once again it’s an absolute joke makes me wonder was this a brand-new pump or a refurbish one that’s got problems

I’m loathed even to give this a 1 star rating! Bought my Rio Lay z spa last summer and was really pleased with it. I’m an NHS worker and this literally saved me ( I know that sounds corny! ) through one of the most anxious years of my life. Packed the lay z spa away for the winter and took out again in May this year. Pumped the tub up and over a period of a week noticed it was slowly deflating. This got worse over the coming weeks so contacted Lay z spa to see if it was still under warranty. Yes it was! Hooray! I was asked to send a video with the soapy water test showing the hole where the air was escaping. No problem I thought…. But couldn’t find a hole anywhere! Noticed a few bubbles coming out from around the part where you inflate the liner, so sent this video in. Apparently this was not evidence and they asked me to send a video in. Err I already had. In the end i bought some silicone sealant and sealed the part I thought it was leaking air from. Pumped up, filled with water…two days later starting to deflate again. I have performed the soapy water test on 3 occasions and there is no hole in the liner. Contacted lay z spa again. Sorry nothing we can do unless you provide evidence. How can I send evidence of a fault I can’t find!! Asked for CEO email address but refused. Thank goodness for Companies House!! I’ve emailed the Chairman and the CEO and will also be tweeting too. Appalling customer service. Happy to take your money but the warranty is worth nothing!

Do not buy low quality save up and purchase a quality product elsewhere
I purchased a hot tub from B and Q last September as it was late September
There was no point setting up so it was kept fully boxed. This may we have set up only to find the pump doesn’t work .
When I contacted best way I received a list of requests such as a video showing the set up and receipt.
I sent all what was requested and then received another request for a list of videos
I called immediately and was told to take it back to the retailer so that what ime doing this the situation has lost us 4 weeks of the summer.
Please don’t end up like me it’s been way too stressful

Purchased the HELSINKI lay z spa sept 2019.
Refilled with water for summer 2021 as usual.
Heated the water for 30 hours (usual time) to get to 40c.
when we took the cover off the inner lining seam was leaking (no puncture)
Contacted bestway to complain of BAD product quality,sent all relevant info Invoice pictures and everything else they asked for ie manufacturing defect and proof of purchase..Just a waste of time,they never responded after 2 weeks.
I attempted to repair with there repair kit,what a waste of time.It still leaked.I eventually removed repair patch with a soldering iron, seperated the seam with spatula applied as much glue as I could.
Left for 24 hours and whoppee it held.
I have now given the HELZINKI spa to my son and with a little luck it may last a little while longer.
Would stay clear of LAY Z SPA products as they are very poor quality, BESTWAY do not care about the customers as you can see from the reviews.
They are a DISGRACE
They have shown there true colours with there reply ? to my issue, the same reply they send for every complaint made against there inferior products. Will they ever learn (NO)

so far not impressed ordered a hydroforce paddleboard with only standard delivery as a option 3-5 days I'm 7 days in and no paddleboard 1 email sent with no response and 40 mins on hold listening to this terrible tune they play. once answered by the call handler i was advised my order hadn't been shipped and he he didn't no why , but i would receive a call in the afternoon which he guaranteed . guess what no call so the following day ( today ) I'm on hold again listening to the awful tune so far 45 mins . so far I'm very disappointed

Looking for a replacement pool liner
Unfortunately bestway can't help with one of there own products 😕
Please if you can Bestway

Disgusting service. Buy one of these and you will be taking it into your own hands, there is no warranty cover just bluster and repeats of send us the following info every time. Trading standards next stop and then small claims court after that.... you wont win!!!!!!!

Update - 14/6/21

The reference numbers are as follows for my case -
5016-76
4836-68
4971-95
4950-00

Hopefully you will find the relevant contact details in there

Update 14/6/21

I have sent all the videos, images and bits that you require time and time again and that is where the problem lies and the reason I feel you love to play this pass off game until people give up.

Thanks for trying but that's the response I expected I will do it another way and stick to my plan.

We bought a Lay Z Spa as a hydrotherapy pool for our son who has Cerebral Palsy. The pump has broken under warranty but they won't replace it for secret reasons.

Awful company.

ABSOLUTELY APPALLING!!! If I could give 0 stars, I would. We have a spa that is less than 6 months old and it is faulty. They have asked for videos and pictures time and time again. They've lost emails. They take at least 2 days to come back to each response you send. We've been unable to use our spa for the last 2 months. We've had to empty tub to produce pictures they want and they just keep stalling. They don't have any engineers to come to look at the fault so it's left to the consumer to do all of the work they require so they can delay the inevitable. We are now proceeding to legal action and will obviously never buy a product from them again ! The response provided from Bestway After this review is nonsense. I have now been waiting FIVE days for a response to my last email ! I have a product we can't use which is only just over six months old and is faulty but they won't allow you to speak with a Manager, Director or anybody in a senior position who could perhaps accept their procedures and delaying techniques are a total nonsense and supply me with a product I can use under THEIR warranty!

Want to do Bestways job for them? It’s easy buy a faulty pump off them and try to get it replaced under warranty! Once you report the fault they will put you to work as a bestway engineer, you will receive no payment for this service, you may not even get your faulty item replaced. They want pictures and videos of every component, so many of them they have to be sent in about 10 emails due to sheer size. They then play a game of “we need more pics” many of which you have sent already. This is the equivalent of ringing the RAC when your car breaks down and being told to take the cars engine apart and send them pictures of every component before they will provide assistance. Item broke over 3 weeks ago and I am still being asked for pictures, no sign of a replacement for the faulty part (which is clearly the pump as it stops running after 2 seconds). A shameful ploy to filter out genuine warranty claims. Not my fault the goods are poor quality that’s bestways issue but I am the one paying for it with both my money and time. Lasted less than 6 months. Buy alternative brand.

What an absolute shower of S**T
We bought a Palm Springs from The Range 2 Years ago and after 1 Year when refilling for the Summer Season we heated the spa over a day or so.When we turned the pump on the water level seemed to reduce and the jets did not work at all, the wall of the Spa got harder and harder as though it was going to pop.After endless phone call attempts and 100's of emails to which no-one responded we just gave up!It really wasn't worth the stress especially with everything else that was going on in the world.We only wanted some advice as to whether this was normal or even repairable?The customer service for such a Lucrative company really is terrible!I never tend to complain but this evening after looking at a purpose built gazebo in our garden with an unusable £800 Spa we felt the need to vent and warn future buyers (Please think long and hard before you buy anything from this company) this is our only way to get a response hopefully from someone to guide us in the right direction!!

I wish I could give NO STARS.
Do not purchase anything from lazy spa.
Our brand new hot tub was faulty when 1st set up. Has literally never been used, as on first set up just kept repeating the same fault.
After numerous phone calls, emails, video uploads and photographs, we are still left with a useless hot tub.
I have never known a customer service centre be so absolutely useless. How they are still in business when so many competent companies have suffered this last year is a mystery.
Buck up your ideas and start giving consumers the service they deserve.
Neither myself or anyone I know will ever purchase from this company again.

Well after reading up on here i was dreading the call. Im being honest here i spoke to a lady called Leslie regarding issue of stitching showing and she's put my mind at rest and logged it on our notes under the 2 year warranty...
Brilliant service Leslie spot on..
Grant

Their support process must be one of the worse I have ever dealt with, AVOID buying a LAY-Z-SPA they will not support you when your product fails and will find every single loophole to worm their way out of it. Support staff will try their best to find a reason not to replace or help you, they genuinely do not care I am shocked. I purchased the product brand new from eBay, the product was new sealed and bought from a well-known supermarket, I initially uploaded the ebay receipt, which was refused, I then uploaded the supermarket receipt, accepted, fully supported I thought. That was until I noticed an air bubble in the base, I contacted them and after numerous emails and pictures I received a call to say “we can’t support you as you bought it from eBay” bearing in mind this was brand new and they had accepted the supermarket receipt. Both sales receipts prove the product was brand new, I cannot fathom it. Disgusting, AVOID the pain and buy an alternative product where they do not try worm there way out of supporting a brand-new product!! Staff training needs to be improved, the blunt 0% given stance is not professional!