Bestway Support UK Anmeldelser 

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.

Shocking Shocking Shocking customer services, our pump is faulty reported last Thursday I was assured of a 24 hour turnaround. I cannot get to speak to the warranty team as am just left on hold - I have tried 12 times and sent over 20 emails which are ignored - next step is writing to the CEO and then the ombudsman.
Please avoid !!!!!

Wouldn’t recommend. Placed an order on Tuesday but on Saturday still didn’t receive any notification that it has been shipped. So I called them. In response they said they don’t know why it hasn’t been shipped and that maybe it would ship early following week. I only ordered it for the upcoming heat wave and will receive it when it will be already gone.
Great. I should have read reviews first and ordered somewhere else.

A small plastic part broke on my Bestway Flowclear underwater vacuum. I contacted Bestway customer suport to ask if I could buy this part. They told me in no uncertain terms that no, they will not sell spare parts to customers for their pools or pool accessories. Instead, they told me to look on Amazon or ebay for the part (& of course neither of them sell it.) Bestway Solvenia do sell the part online for 9 euros, but they won't mail it to the UK. Bestway therefore expect me to pay another £499 for a new vacuum, when they could easily have provided me with a cheap part. They also expect me to dump a perfectly good working unit with all the waste of plastic that this would entatil. This manufacturer clearly cares as little for the planet as it does for its customers. Horrendus customer service.

If I could give no stars I would !!! Which is a shame because the hot tub itself is great , it’s exactly what I need for my therapy …. But 11 mths after purchasing it, it started to leak water , because of my health conditions it is kept in my conservatory which backs onto my lounge , well water started to leak at an alarming rate , so had to get my neighbour to quickly empty it before it started getting into my lounge , we realised that it was coming from the pump itself , bestway said we had to go through all the trouble shooting , check all the seals which looked ok and refill it , I had to get my neighbour to do this for me as i have severe epilepsy and mobility problems , anyway we attempted to refill it but immediately it started leaking large amounts of water , it flooded the conservatory, we had to have the floor replaced as it was saturated and had to repaint the lower walls , so I again contacted bestway who said to start a warranty claim , for any normal claim I’ve ever made you just need a few details and they either take away the item to repair it or send a replacement, not bestway !! No , bestway have you climbing upside down to get different codes off of all different bits of the hot tub and pump, you have to take a photo of a very small code that is located on the underneath of a handle on the pump which means you have to literally look upside down to locate it , then there’s another code on the handle on the other side, followed by a code located on the inside of the actual hot tub , and a further code that they state will be “somewhere” on the pump or tub itself , it took 20 mins for myself and my neighbour to find this code , after this they want a photo of the whole room or area where the hot tub is kept , then they want a photo of the plug socket where it’s plugged in which must include the pump in the photo , then they want a photo of the liner , and then they want a video of my hot tub leaking , funnily enough videoing it wasn’t top of my list when my conservatory was flooding , so the lady on the phone tells me that the only way they will put the claim through is if I refil my hot tub and video it, I explained that I was severely disabled, I have severe epilepsy and my hot tub is kept indoors as I have nowhere else to keep it , so if I refill it , it’s going to flood my conservatory which it already has done twice , I explained that I have photos of multiple towels being used to clear the water and you can see the floor is saturated but no that’s not enough , they have to see in real time my hot tub leaking water , I said I was not prepared to flood my house for a warranty claim , I asked if it could be repaired and again was told that no it couldn’t and they wouldn’t accept my claim unless I showed it leaking, 6 phone calls later and 2 calls to trading standards along with 4 big seizures due to the stress of it all , im now told I have to use my hose , put water inside the pump , then put cardboard under the pump and show if the cardboard is wet , all of which again had to be videoed , again I had to get my neighbour to help me , I finally manage to do that and they say that yes they accept the claim but I have to now video myself cutting the power cable on the pump … I literally could not believe what I was hearing, I tried every pair of scissors I own but none were strong enough to cut through it , I got half way through but no that wasn’t good enough and they wouldn’t send my new pump until I cut it completely, I had to get a Stanley knife and hack my way through it , ended up slashing my new flooring and very nearly losing a finger just so I can get my replacement pump , I’ve never known anything like it , I have been 4 weeks without my hot tub , so 4 weeks with no therapy , I have reported this all to trading standards and I will take this as high as I need to go , they knew how severely disabled I am yet they didn’t care , what they were asking was way above anything anyone should have to do for a warranty claim, I am disgusted, finally my pump has been sent out , I love my hot tub and it helps me so much but all of this has made me so wary because I literally dread it if something goes wrong with this one , the lady on the phone said “if it floods just have towels at the ready to soak up the water” how on earth is that acceptable, I can’t claim for new flooring on my home insurance as I’ve flooded it myself deliberately, just to be able to get my new pump ! I still can’t get my head around it , this has made me really unwell , and clearly I’m not the only one who has gone through something like this !
*I have now finally received the new pump after 4 weeks of sheer hell , I just hope it doesn’t go wrong because I am not going through all this again !!

Over £600 on a swimming pool and they can’t even supply a decent fitting pool cover disappointing to say the least

I have made a warranty claim on the pump of my St Moritz hot tub within the 2 year warranty period. I had issues going through the various steps requested on online portal (see below for all info requested by Laz-y-Spa - enough to put most people off making a claim). No problems until I had to access my warranty online. I was unable access this as my email address has changed. I contacted Laz-y-Spa and they said I needed receipt. I cant find receipt but I have a copy of proof of the warranty which means they have all information which would be on receipt anyway

So, after about 6 phone calls and numerous emails to Laz-y-Spa they have again asked me the use online portal which I cannot do due to reasons already given.

They already have a copy of my warranty, videos and photos of every step of the trouble shooting we were asked to do.

Latest request from Laz-y-spa:
For us to proceed further we require all the requested information to be uploaded via the self-service portal to enable us to investigate your claim – the link for the self-service portal is at the bottom of this email. Please do not reply to this email or send documents via a link, for example WeTransfer
To enable us to correctly diagnose the issue we require the information requested below.
• Photo of Proof of Purchase, showing the full date of purchase, Retailer, product purchased and price paid - please follow the warranty link received in a separate email to update your warranty registration for your claim
• Photo of the ROHS number from the pump – this is in the handles of the pump and is punched into the plastic in reverse date format e.g 2020-01-01
• Photo of the batch number, serial number, and product code from the liner – these will be located on either the outside of the tub near the inflation valve, on the inside of the liner near the min/max water level lines or on the floor of the spa near the drainage valve. The batch number we require is in reverse date format e.g 2020-01-01
• Videos showing the following:
Video 1:
1.Remove the filter set
2.Activate the filtration function without the filter set.
This video should also reflect that you have the correct set up - water is in the Spa, stopper caps have been removed and show the debris screens.
Video 2:
1.Position the two stopper caps inside the liner in order to block the water flow
2.Detach the pump from the liner
3.Remove each stopper for 3 seconds and check if the water flows out

Don’t spend your hard-earned money on a Lazy spa, the warranty and customer support is the most diabolical mismanaged system I’ve ever had the misfortune to have to had to use, they make you jump through hoops trying to get out of their responsibility. It’s based abroad and virtually impossible to understand. The UK division is only there to take your cash.
I have a problem with a pump display, easy one, segments on the LED display are disappearing, making it difficult to read. So I started a warranty claim on Bestway’s web site, what a disaster zone! so buggy, impossible to navigate kept kicking me out, so I decided to call the support line and fair enough the guy ( In an Indian call centre ) set up a support claim number and a link, but only because I had filled in the warranty registration online when I first got the spa, otherwise I think it would have been kicked out then and there.
I filled in the form, had to go to the most over the top tasks, send picture of this, do this video that while you are doing this! It was quite obvious what the problem was, but they have to do what they do. Basically, looking out for a way out of the claim because of their poor manufacture.
I had another Email and phone call asking for yet more images and videos, obviously still trying to wriggle out of it, but I did it… begrudgingly.
Finally had an email saying they would replace the pump but in order to start the replacement I was to cut the power cable close to the pump and send them a Picture! WHAT AN ABSOLUTE CHEEK! Firstly, that shows a company that totally distrusts their customers, customers like me that have spent over £700 to buy their substandard items. Secondly, they want me to use tools on their behalf to cut the cable and possibly injure myself, which I think is a health and safety issue asking me to do it. Thirdly be without the use of the spa till they get round to sending the replacement which in today’s logistical dilemmas could be God knows how long. And finally, it will probably down to me to get rid of the old unit, an environmental Issue! I called them and said would they collect the item when the new one was delivered? They said no we don’t do that and if I didn’t send the picture in 14 days they will close the case .
Seems to me Bestway want everything on their own terms, completely distrust their paying customers with total contempt.
DON’T SPEND YOUR MONEY WITH THIS COMPANY, YOU WILL REGRET IT
My case number 650-048
Response from Bestway
Dear Alan,
Please ensure you fully read this email as it contains important information regarding your warranty replacement
Thank you for your email and for providing all the requested information/images.
We are happy to replace your pump under Warranty.
In order to proceed with your replacement, please click here to upload the requested image, as explained below. We are unable to accept images submitted via email and this will, therefore, delay the dispatch of your replacement pump.
In order for us to arrange dispatch of the replacement, we would request that you send the images of the power cable physically cut as close to the pump unit as possible.
Please ensure that the pump is not plugged into the socket or attached to the Spa when attempting this.
PLEASE DO NOT DISPOSE OF THE FAULTY PUMP UNTIL WE HAVE CONFIRMED RECEIPT OF THE CORRECT PHOTO.
We are unable to start the dispatch process until we have received the correct images of the power cable cut, as shown in the guidance provided via the link at the bottom of this email.
Stock is available at the time of requesting this image and the replacement has been allocated to you. If we do not receive the power cable cut image within 14 days, the stock will be removed, and your claim will be closed.
Once we have received your power cable cut image, we anticipate the dispatch to be arranged within 24-48 hours. Delivery for the item is approximately 3-5 working days from the point of dispatch.
We look forward to receiving the image from you at your earliest convenience.

THEY DONT TRUST YOU, DONT TRUST THEM WITH YOUR MONEY READ ALL THE BAD REVIEWS THEY HAVE GOT
As my colleagues have advised, we are most happy to replace the Spa pump for you under warranty, after ascertaining the manufacturing defect with the item.

In order for us to be able to approve the dispatch of the replacement, we need to evidence the item has been decommissioned.

The Bestway brand is important to us, and we would not wish for items to be in use within the market that are not at the expected standard and quality.

This is an internal process that has been implemented to ensure that we do not have faulty, below expected standard, items in the market.

Unfortunately, without the requested images, we are unable to proceed with your claim and provide a replacement." So liability is theirs, Thanks for letting me know !
WE WILL SEE BRUCE !

What customer service?
I ordered a pool, due to be delivered by Hermes on Friday which turned out to be hottest day of the year. My pool has disappeared into the ether and neither Hermes or bestway are helping! Neither have an actual person you can talk to and neither seem interested that I have two very upset children who haven’t received their birthday present!

First time erected and pool poles collapsed under the weight of the water. Told that I should have erected feet on wooden supports. Was erected on a solid concrete base! Still warranty refused and after yet another call today to find out why, the query was to be escalated to a supervisor who was supposed to phone and resolve today. I encourage everyone in this situation to log a small claims. This company must step up.

Update: did eventually honour warranty, after 3 reviews and explaining that my next step was small claims court. Further update: no info was ever missing. very odd response from Bestway!

I also, like other reviewers, bought a Helsinki spa and it failed within 13 months. I had tried to register the warranty but despite it being new, the company that I purchased it from did not qualify as an approved supplier so this is not to be taken to the skip. Terrible to deal with, I even offered to pay something towards a replacement.

As other reviews appalling customer experience, warranty claim unsuccessfully resolved . Do not purchase from this company . you will regret it

I’ve had my Helsinki hot tub for about 10 months and it now a useless piece of junk as it keeps deflating.

I contacted Lay-Z-spa to claim on the warranty, first thing is they make it super hard for you to claim and when you do pass their checks, They ask you to cut the batch code out of the liner and take a photo leaving you with a tub that can only be sent to landfill instead of trying to repurpose it.

I complained about this and said I wasn’t happy to cut it out and send the tub to landfill as it’s wasteful and a company in 2022 shouldn’t be doing this. They told me it’s “Policy” and to “take it or leave it”

I declined their offer and instead purchased a Canadian Spa Company Swift Current V2 that is made from foam and much better quality.

So, my advice. Don’t waste your money and avoid buying anything from lay-z-spa or bestway if you care about the environment and want a product that lasts longer than 1 year. They’re an extremely wasteful company and don’t care about their impact on the planet because it’s “policy”

Go order a Canadian Hot Tub instead. It’s worth the extra £££.

Still waiting for response on lazy spa after pump stopped working. Sent another email two weeks ago. Nothing. Tried to call was waiting for one hour over my lunch break and had to cut it off. Absolutely disgraceful.

Ref - 6414-90
What a shocking and unhelpful company for customer service. This is my 3rd spa and will be my last. They want your money then issue a warranty that is totally worthless. Bought a new Hawaii spa on 2/6. Erected and filled 2/6. Registered warranty 3/6. lid had partially deflated within 24 hours, reinflated just in case I hadn't shut the valve properly, but partially deflated within 24 hours, registered claim to get replacement lid 6/6 - that's when the farce begins. This is defective out of the box having spent over £400. It could be resolved quite easily by sending a replacement inflatable cushion for the lid but No, that wont happen unless I crawl over it and spray it all with soapy water to try and find the leak, its new? I asked them what if I cant locate the leak or if its a puncture are they going to tell me to patch it or decline my claim because either way its defective out of the box and the ultimate outcome is that it needs to be replaced! They told me they would have to escalate it and cant confirm they will replace it or not but they want more proof to consider it. I would get it if it wer eolder but defated within24 hours? really?
Spoke to the 3rd party retailer as they supplied it and they said bring it back for a refund as they wont speak to Layzspa to resolve but I now have to dismantle drain and bag up as we ditched the box on day 1. A complete shambles for something that could be resolved in minutes. I will be speaking to Trading Standards and getting Directors contacts as this is truly awful Customer Service. There is a reason ratings are so bad!
UPDATE 18/6 - It took having to leave a review on here to get a sensible response but after some further discussion the lid was replaced with new one. The company has to learn to judge each claim on its merits and listen to what is being said rather than simply hiding behind warranties.

if i could give 0 rating i would lay z spa vegas baught sep 21 only been out its box since end of march the bubble ring has breached it sucked half its water in to liner bestway costomer service told me so on phon told stick a warranty claim in twice sent pic vid nothing wot a joke i had to go back to retailer and getting refund

Like a fool I purchased my second Best(WORST)way product 4 years ago. The pool is in great shape and the replacement pump is working well. however. I now require a replacement hose and some other connectors as the originals have perished I have been unable find them available to buy anywhere in the last year rendering the pool un useable

Bought my Lay z spa Hawaii Hydro jet 2 years ago, we noticed it was deflating slowly last year, after investigation we found it had developed a slit near the air vent.. submitted a claim on my warranty last year, but was refused!! Total waste of money.. Never again!!!

If I Could give no stars I would. Helsinki spa purchased just over 2 yrs ago. 2 x new liners, 3 x inner lid and 1 x new pump. Waiting months for replacement parts all through covid. So unable to use spa much. The last liner is only 10 months old and has come away at the bottom (same fault as one of the previous ones). NOT covered by warranty as the warranty only covers 2 yrs from date of original purchase! So £800 spa totally unfit for use. How this company can justify a liner lasting 10 months is unbelievable! Disgusting customer service with generic responses even when asking them questions. Spa wasn’t abused or over used as only 2 of us in the household . Will never buy from this company again!