Bestway Support UK Anmeldelser 

Bought a pool back in May 25 noticed feet were missing got a response from Bestaway aug 25, (3 months) pool has stared to leak, contacted customer services was told the following, cut out batch number and take photo (leaving the liner with a hole) submit photo and discard of remaining liner, parented under warranty (so I did, and binned the remaining liner) now I’m left with a frame as they won’t honour the warranty as I need to produce more images (even though they instructed me to bin the liner and the one photo I took was excepted) I have a (complaints manager called Bruce looking at it, never replies and spends hi day googling local councils

I purchased a SUP through Decathlon marketplace on August 2024. The 2 year warranty sits with Bestway as it was purchased through a third party seller (not a Decathlon product). My first issue arrose when I picked the bag up (less than 30 days after purchase)- SUP and all accessories inside - and the bag strap snapped loose on me, injuring my back and shoulder. The strap was looped through a bag loop as per the norm, but there was nothing stopping the strap from coming back through said loop. A new bag was sent out pretty fast, after contacting Decathlon.
The board had been used once or twice after this incident - due to colder weather -, and it was used again in June 2025. After the first use since Summer, we noticed the rear fin would not slide fully into place. We cleaned it out and tried the other fin, but it was always a couple of mm out. Both fins worked in the front slider with no issues. I contacted Decathlon who referred me to the Bestway warranty and contact was made on 11th June. I have advised the part cannot be replaced, multiple times, as it is part of the board. It is fixed/welded to the bottom, the only way to resolve is to replace the board itself. This has been ignored and a replacement fin was sent out. This obviously did not fix the issue. Today, 23rd August (11 weeks since initial complaint), I am still no further forward. We booked a family holiday and ended up having to hire and pay for an additional board as we are unable to use this one due to it's fault. An expense we should not have had after paying over £200 for the SUP. I am now seeking further advice due to breach of contract and them no longer replying to my messages or phone calls.

Worst service ever

Worst service ever. Bought a pool 14th July, pump was broken i informed bestway no response for over a week. Eventually got a response asking for a video and the receipt, all required information sent. 2 weeks later I am still awaiting a response and have a green pool. Fabulous.

After only a few weeks use my pump blew the electrics and then failed to work at all. No pump = no heater and so pool was out of use after only three days. Contacted Bestway who took 6 working days to respond and made several ridiculous requests of things I needed to supply photos and videos of. I completed all on the same date and then waited another 5 working days for them to ask for yet more photos and videos of the pool set up and socket etc. This went on from 16.05.2025 until 25.07.2025 - so most of the summer without a working pump - each time they would take a minimum of 5 working days to reply despite me responding immediately in most cases. Each contact from Bestway requested information already provided - duplicates of photos and confirmation of whether the pump was bought as part of a set despite me advising them on the first interaction that it was not AND supplying the original purchase receipt to show it was bought on its own. I explained my dissatisfaction at every juncture and requested details of complaints process FIVE TIMES and I remain yet to receive them! Bestway insisted that the pump be plugged into a socket inside the home despite being aware that an electrician had confirmed that this item was faulty and caused my electrics to blow. I tried to argue this but they insisted and the pump was plugged in to a kitchen socket which I did and immediately the pump burst into flames on my kitchen worktop! I was videoing the plugging in as requested by Bestway and pointed out that their insistence to have me jump through hoops in an attempt a £40 payout from a company worth almost £300,000,000 had damaged by property i.e. kitchen worktop. Had I not been concentrating anything could have happened. Bestway response merely stated we will replace the pump once you send us yet another photo. No apology and still no confirmation of the complaints process! Absolutely terrible.

Only had for two weeks and now ripped.

Pool covered is too small for pool advertised as does not cover the corners so heat escapes.

No response from email to customer service, cannot log a warranty claim as it will not find product and have been waiting to speak to an advisor for over 40 minutes .........................

Disgusting customer service, the worst I have experienced ever they just are money grabbing ***** they are absolutely terrible, never buy anything form this company if you have any sense

Purchased pool last week delivered Friday 4th July.After a while of filling we noticed it was leaking from a seam.They tell me that I have to make a warranty claim which I have only to be told that an agent would probably get back to me by Friday 11th July.I said this should be replaced immediately as it was brand new but told you’ll just have to wait for the claims agent instead .NOT GOOD ENOUGH.claim number ##1064-000##

Worst customer services ever.....
I bought a new hot tub which had the wrong valve in phoned customer services which said wait time was over 1 hour so I messaged them got a reply about 2 days later said they would send the part out 1 week later no part received. Phoned them back wait time 20 mins so I waited they said oh a part had been posted but we will send another not apologetic at all another week later still no part received. I have ended up ordering the part myself with next day delivery costing me £10 for their mistake but I really wanted the hot tub hence not just taking back for a refund! So 3 weeks after getting my hot tub I can finally put it up, but I get the impression they don't care they already have my money shame on you!

Quite possibly the worst customer service I have ever experienced!
I’ve waited 7 days for a order, we spent 2 hours building the pool, filled it & it leaked, called 5 times in that one day to get a replacement sorted & they made me jump through so many hoops showing videos, photos to prove the split seam which I did, I explained we had a party Saturday & I was assured that the order would go out express I was then told to cut up the pool & take another photo before they would send a new liner which I did to now be told no sorry it’s 3-5 days delivery! I was lied to! They seriously need to have some training in customer service as it feels like they feel they don’t need to keep their customers happy! No apology for the hours of inconvenience sat on hold trying to get through or the hours of building faulty pools & dismantling! I would not recommend anyone to buy a pool from them!

The most unhelpful customer service and aftercare team I have ever experienced.

I brought a pool for my niece as a birthday present. It was set up not even 2 weeks later it was identified that the filter isn’t fit for purpose, just like their portal. - incompatible with the number 1 selling smart device in the world!!!!

Shocking. Will never buy a product knowingly from this provider ever again.

Top Tip: AVOID!!!!!!!!!!

Worst Service I have ever come across

Bought pool heater in May 24.
It failed.
Replacement arrived October. No good.
New year, new unit... Faulty.
13 months on, no heater, no one there bothers...

I bought a Lay-z-Spa in August and we had an issue with water leaking from the base of the pump at the weekend. I just wanted to write a very positive review as I found the whole process very easy and a whole new pump will be on it's way shortly once the online process was followed. Replies were speedy - instructions for photos/videos they needed were simple. I just wanted to counter some of the very negative reviews on here in case anyone else gets as worried as I did when reading them. Thanks Bestway!

(Review edited the next day) - the new pump was dispatched same day and delivered the following day - amazing service!

I bought a double blow up mattress in argos product name bestway, it cost me £85.00 on the 16 last for one week when suddenly a hole appeared. I mended that when another appeared and then another. I am absolutely appalled and i can't get anty satisfaction from customer service.
Do not buy this product it should not be allowed ln the market, should be banned from selling.

Bestway refusing warranty and told me to go back to retailer, retailer ILLEGALLY refusing refund and telling me to go to Bestway.

Layz spa customer care is absolutely appalling. This broke 4 months after purchase and nearly 9 months later this is still unresolved. Can’t get a straight answer and no support given, keep going round in circles with the ‘warranty team’.

Customer service is none existent! Contacted them for replacement tubes for my 4 year old pool and was told they would only supply new poles under warranty that runs out at two years! Yet the Germany side of the company would have supplied them if I lived in mainland Europe! Uk told me to look on eBay or buy a new pool which was over a £1000🤬

Wow in 2024 customer service is this bad. I have a brand new pool heater, coming up with code P3 or ED depending on which way you look at it. Unable to get through to customer service after 6 attempts. Called 01738 646666 automated service told me to call 01904488663. 30 mins each time no response. Awful customer service. As many have said if I could give 0 stars I would. I know their price are good, not worth it in the long term. DONT BUY FROM BESTWAY !!!!

Appalling customer service on a valid warranty claim. Leaking liner on initial filling of the pool.
Customer support requested video evidence of leak at base of pool , but not unable to comply as it was only leaking when filling with water and we were unable to lift the liner due to the weight.
Numerous emails, photos and videos were all Sent and received but yet further proof was required.
Eventually we gave up trying & suspect this is the usual outcome when looking at other reviews.
Would certainly not recommend this company, terrible service and a very disappointed customer.

Owned a steel frame pool for less than a year and the lining has developed rips and tears in numerous places. Customer support claim it’s not a manufacturing issue (it is) and will do nothing to help. Don’t buy from bestway - awful products