Bestway Support UK Anmeldelser 

Customer service has been a disgrace. We love our hot tub but like most the reviews have find the customer service diabolical when trying to sort a leak on our warranty. The tub is only months old and has been extremely well looked after. Just many repeating emails asking for evidence which is provided in photos, videos, explanations etc and then the just continue asking for more. Jumping every hoop and getting nowhere, trying everything asked of me but cannot find out why the tub is leaking. I asked for the complaint to be escalated higher and just recieved the standard response asking for more evidence!!! My case is still on going and as much as I reviewed how good the tub was, the lack of customer service is totally putting me off ever getting another! I will continue trying to sort and update regularly online of any results. Shocking Bestway!

Customer service haha it doesn’t exist Just jumping through hoops had the spa 1 month and the pump failed explained everything when through the process take photos take videos explained the impeller has failed and I’m still waiting to get it resolved

After a lot of pictures and stress finally received a replacement filter

Review all ready written previously and the Spa is only 7 months old which a fault has come up with the heating side.. I’m still waiting 7 weeks on how terrible they are!! Listen up they won’t just come out to fix the Spa it’s a long process of videos and more videos and stupid emails that get nowhere so looking like I’m scrapping this Spa and it’s still in it’s 12 month guarantee/ warranty but just not worth the paper it’s written on so simply avoid this company !!!

Is there no way to actually complain to this company. I am now in the process of making about my 4th warranty claim for yet another Lay-z Spa Vegas liner. Every replacement liner develops the same fault. So clearly there is a defect in this product. So as i said this is about my 4th claim and with every new claim there is added steps to the warranty, in what appears to make it more difficult to actually make a claim. Also as this appears to be a known defect I would assume trading standards apply. However, there doesn't seem to be an office complaints department. Shocking considering how much their products cost

Absolutely shocking customer service on aftercare!! Would never buy another product from them! Liner was leaking when I bought it, before sending me another one I had to cut up the one I had. Did that end of July, still no new liner!! Saying its out of stock and don't know when they'll have more in..so paid £150 for a pool we have been unable to use. Havent got a complaints department either apparently!!! Don't buy from this company!!

Lazy spa 14 weeks old when turning on the bubbles the sides are over inflating so I called to make a warranty claim!
Now for the fun part it’s been a week so far several videos later and I’m still telling them nuts not deflating it’s over inflating, nobody reads my emails 1st they want it with 8 inches of water then 8 centimetres and they are still requesting more videos and no further into my claim and I’m sure tomorrow I’ll be requested to send more videos and more videos so far they have seen every part of the lazy spa by video but no resolve

The stupid thing is on my 1st phone call to lazy spa they diagnosed the problem but then we had to fill in the online form and go backwards and forwards so they can diagnose the problem they told me about on the 1st phone call!!!

Please please please do not buy a lazy spa as the warranty is shocking and I will be contacting trading standards tomorrow as this is becoming silly

Absolutely shocking warranty support. Have to jump through hoops to support your claim and then cut a major part of the slide to decommission it which is incredibly wasteful. After accepting my claim for a replacement, had to wait longer than a week for it to be delivered and upon opening it, they have sent an older completely different model. Now going to have to jump through hoops to get it sorted. Plus with lovely hot weather and faulty slide my children have now missed a whole summers use of a very expensive inflatable. Really not happy and would recommend buying from a different company.

Woke up one morning and the water has completely gone out of my pool, i had a split on the seam on my 14ft x 42" steel Pro max,
after contacting BESTWAY and providing evidence and cutting out the batch number and then getting accepted for a pool liner and ladders ( the ladders snapped after a months use) after 3 weeks im still waiting for stock to arrive from MILAN ITALY, and bestway can't confirm me a date to when they will receive a delivery
It's very annoying and frustrating not knowing when I will receive my replacements and its terrible for a big company like bestway not to know when they will receive any delivery
I think there lying tbh and it really irritates and bugs me that I cant do anything about this , I would give NO STARS BUT CANT

Terrible service, warranty department make you jump through absolute hoops before deciding that your claim is invalid. In my case we purchased a lazy spa st moritz two years ago in May 2020. After a few months the liner needed to be replaced,after a year the pump/control panel needed to be replaced so that is in effect only one year old. We’ve used a handful of times this year and it started to show an eO2 - a message which apparently is very, very common. We followed absolutely every piece of advice to rectify it, we’ve jumped through every hoop, videoed this, photographed that, did this test, did that test; evidenced it all. For them just to say it’s out of warranty. I mean they knew that! Just because a part is new doesn’t means the warranty resets. These are expensive. I’m absolutely flabbergasted that about this outcome. So disappointed and would absolutely not recommend this company and the lazy spas. They are very temperamental and faults are common. Upon googling it appears that they typically only last for 2 to 3 years. When you’re spending £600 plus, in my opinion, that is ludicrous .

We have a split in the seam of the massage skirt of my Vegas so when the bubbles are on the water goes crazy and pours over the side. Have gone backwards and forwards with warranty team providing the same information over and over again. Standard nonsensical responses from them to the point I dread receiving another email. Does the CEO know how badly this team is reflecting the company? Two years ago I had an issue with my St Lucia pump. I spoke to a really helpful female who requested a couple of bits of information and gave me clear instructions on what she wanted to see from the video. The matter was resolved within days. It is clear that they have offshored this service and the portal is beyond a joke.

Why is it the customer services seem to reply to some people on here but not others? Am I just expected to accept the hit for my £1200 Maldives faulty splitting lid, cracked pump at the screw joints clearly caused by heat and cold expansion and overtightened screws and filled hydrojet lights yet all I get from customer services is none of this is manufacturing faults?

When you have a page after page of negative reviews this clearly shows there is manufacturer faults galore and the blames being passed to the buyers and the claims warranty process is absolutely disgusting cut this out cut that out show us this video that image just pure refusal to honour customer warranties

This is a direct statement from bestway: Dear Damion,

We are sorry to hear of the issue you are experiencing with your top cover.

Unfortunately, the issue you have reported is not classed as a manufacturing defect.

Bestway manufacturer’s warranty covers manufacturing defects discovered during use as recommended within the Owner’s Manual. The product must be stored and handled in accordance with the technical recommendations.

The warranty does not cover damages caused outside of the manufacturing process.

Please visit our troubleshooting and advice pages for helpful tips and recommendations to help with any issues

You should also be able to purchase replacement parts via one of the links below:

Bestway Stores

Lay-Z-Spa

Please accept our apologies that we are unable to offer any further assistance at this time....

Can you tell me how and what we have done wrong? How are you meant to store an outside product that is meant to be outside? And is the Maldives range with the latest pumps these are items that are designed to be outside 24/7 365 days a year as long as all the manuals are followed of which they have been they are designed to be kept outside in winter with the frost settings however this item has never been left outside during winter!!! Are they saying you cannot leave hot tubs outside during summer months now? Seriously yet they seem to be happy to lino to hey you can buy replacement parts here!!! I wish I could add photos! My liner is faulty the inflatable beds are bubbling and yellowing, my outer lod the straps are splitting, the light does jot work, the pump has cracked all around the screw joins! these products are just being rushed out of factories with little quality control at all and then the customer is being passed the blame

Got a problem with our filter pump on a pool we have had for less than a month, customer services constantly asking for videos, pictures etc that I’ve sent a few times now, a very time consuming portal, somehow seem to think using an extension lead in a garden is not acceptable! Not impressed sadly on my first purchase with them.

Bought 2 dinghies exactly the same but when opening both boxes we found that they weren't.. one was clearly bigger than the other but they both say the same thing about weight and person capacity.. I have pictures to clarify this

Got a brand new steel set pool, and spent 6 hours setting up and filling it to realise the liner has a pin-sized hole in the side of it. popped a repair patch on and contacted customer service. To be fair did get regular replies asking for different bits and pieces of information, had to take the repair patch off to show a video of water leaking and then had to use the last patch to block the hole again. Got a reply to say yes new liner can be sent out but they have no stock at the moment and I need to send a picture of the serial/batch number physically cut from the liner. Email sent back to them advising this is fine however I didn't want to send the picture till they had stock as that means no pool at all for my children during the summer holidays till they get stock, if they let me know when the stock comes in ill gladly cut a hole in the pool and send a picture. Imagine my surprise when the reply received was you're correct we dont have any stock but if the picture of the cut out is not sent within 2 weeks then claim will be closed and no liner sent to replace meaning no pool for my kids. Not happy as spent £300 on a pool for the summer and if i do this will have nothing for the rest of the summer

Dont purchase a hot tub!
Ours became faulty i followed all protocol sent videos of everything requested, batch numbers, plug sockets, roh, receipts, liner codes, pump codes, ect.....went on for weeks. They then asked for a video of the problem but the problem was internal inside a collapsed tube!!! So basically they answer back every time wanting more & different information then when you cant provide they dont help.
Bruce is obviously well clued up on giving excellent customer service NOT.....
My advise the warrenty doesn't work as they dont acept returns and they keep asking irrelevant questions.
Absolute joke

Thank you so much for the quick responses and dealing with my faulty pump efficiently and quickly.

I have to admit I was really worried when I was reading other peoples reviews and experiences but am pleased to say my experience was completely different. I know some people have commented before about the photos you had to take, videos of leaking pump etc. etc. but it wasn't a pain and was very easy to upload using the portal provided.

Absolutely chuffed to have received my new pump hassle free within a week - thank you :-)

Now on my third liner for a 12" pool and now thats got a split also - the return and warranty method of this company is absolutely insane also! The pools are only designed for grass only which is not advertised. Cant get through the anyone on the phone for atleast an hour. Absolute shambles all round, ruined my sons summer, nice one bestway!

Really struggling to get any warranty help from Bestway. There is clearly an issue with my Vegas Lay z spa as the air chamber is now filled with water and the bubble blower cant be used as it inflates the liner even more. Ive tried 5 times to find the seam split as requested but Ive searched and searched and I just cant find it. Every time I give them information I just get the same standard puncture instructions. Im pretty certain theyre not even reading my claim. So dissapointing.

Can't really fault the pools, however customer service is dreadful. They do not sell any parts for any of their own products, not only that they do not know anyone that does. So if you need a replacement part, like I need a cover, tough. They just say we do not sell parts. Update I can't reply direct, so just to add the website given sells only 15 covers! I rang customer support and was told to search on Amazon as they do not stock a cover for the Power Steel 14x8 56714. Perhaps you can feed that back to your buying team.