Bestway Support UK Anmeldelser 

This has to be the worse company ever to grant warranty
They have no intention of honouring it !I have spent weeks taking photos and videos ringing emailing they just waste your time do not buy from this company fortunately mine was through Amazon who have been amazing within 24th
I hope the company and so called support team take heed but I doubt it as I know this happened to a friend in Liverpool last year

I purchased a bestway pool under 2 years ago. It was the hydrium range that has a steel flame and plastic liner. The liner leaked and went moldy and I had to find a replacement. I expected this to be easy to replace but am not able to find a replacement liner anywhere this has made the £600+ pool now worthless. The customer service team has wasted my time with multiple poor replies with no solution being offered to purchase a replacement liner for this. Instead send links that don't have the item listed and tell me to look on ebay when these can't be found. Very disappointed and will never buy a bestway product again even though they may appear good value there after sales care and consideration for replacement parts is a waste of time.

Complaint number ##6173-83## foot massager seal leaking and slightly losing water from tub over a few weeks. Filled in online form sent photos, videos of leak, photo of batch number and proof of purchase. Response was I have to empty, deflate, cut out batch number and photograph batch number placed next to where it was on the liner then wait 5-8working days at earliest for replacement to be sent to be. Disgusting service at the least. Oh and then I have to dispose of the destroyed liner too - 3m x 3m so not a small tub. Will never buy from Lay z spa again or recommend to friends/family. I will be making a formal complaint and going to Trading Standards too

So we recently purchased a lay z spa cancun.
We noticed an issue straight away, that the air appeared to be escaping, and was needing topping up every week.
After raising this concern with lay z spa, we were asked to empty to pool and spray all over to locate the puncture. I don’t think there is puncture, but possible some other fault as it takes over a week for the sides to get soft.
Anyways, despite endless time and videoing doing this, they have declined our case as we cannot find the fault…..surely this is their responsibility to find it, not mine?? This is so disappointing, it was purchased for my young daughter who suffers with rheumatoid arthritis for hydrotherapy. I went with lay z spa as i thought it was a very reputable company, however I would not recommend them to anyone. Such bad customer service….,I will also be reporting to trading standards.

Following on from my review nearly 8 months ago, STILL waiting for stock of inflatable lids nearly a year and a half later. Still 'coming very soon'
Still businesses out there able to source these, and scalp the Bestway customers, yet the UK distributor/Bestway seems unable get any, very odd that!!! Time to use the generic ones from CleverSpa at a third of the price.
Service from this company is worse than awful.

Case number 569-580 Eo2 error fault
Bought this Paris Spa back in March 2020 with the 2 years Warranty and if I could have give no stars I would this company’s warranty is non existent have filled in and sent image after image to the Bestway site only to get what I think is an automatic reply asking for more images
And still I can’t use my product this has been on going from Sept 2021

Another unhappy customer with a Lay Z Spa Maldives that is leaking air. My husband and I have run all of the tests requested by LazySpa and we were unable to locate the leak. Customer service keep asking for the same video evidence.
The warranty is a complete farce with most responses being canned, disgusting way to treat your customers, I wouldn’t mind but I bought the most expensive tub at £1200 that was a huge mistake!!!! So many of our friends have admired it but I won’t be recommending LazySpa to anyone!!!

I have put in a warrant claim for a bulging liner, at first asked for photo evidence, this was Sent then a huge email trail of denial of a manufacturing default and I have over inflated, I gave further details of not over inflation and asked to speak to a senior adviser they continued to quote company policy and then told be there was no one senior to take the clam further , Such a poor service and clearly just cont to grind you down till you give up trying. Criminal sold aftercare that does not exist!! Great product after care is shocking and they could have a huge backlash when a cleaver person than me exposes this sham warranty company.

As many, I have a Lay Z Spa Cancun that is leaking air. I have tried in vain to find the leak. Customer service insisting I need to show video evidence of the leak before they will replace under warranty. Absolutely ludicrous. If I have a broken car, I don’t have to identify the issue before the company will sort it. I send it to them and they find and fix the issue. This surely cannot be in line with consumer rights. We will be reporting this to the ombudsman for clarity. Shocking service and would never buy from best way or lay z spa again

CASE ##526886##
If I could give ZERO I would. 4 months on after another fault with this product we are still having to battle with Lazy Spa to replace the pump.
We also had an issue with the liner, and a previous issue with the pump so you can imagine the stress caused to date...they have taken months to get back to us only to advise they want more videos...its bordering on a scam now, they are quick to take your money - but all you get is a useless product.

Bought a hot tub from these people pump broke in july 2021 still.under warranty so i sent all the documentation / videos not a single call then today got hold of them and they are trying to tell.me the top has been.opened on the pump.which it hasnt so they are now saying the warranty is invalid noone has touched the pump its been sitting in.my garden for over ten weeks they are a complete joke do not buy anything from them they are liars and dont know what they are doing someone needs to contact trading standards or take legal action.anyone who does then.please add me Mr C loyden they cant get away with this 500.00 for an.ornament in.my garden

Lazy spa rubbish
Lazy spa Vegas hot tub. Developed an air leak which meant water was getting into the inner liner inside the air tube. Thus filling il with water and getting into the blower unit. Done everything asked from website as to claiming and still they say no.
Stay clear of this company absolutely no customer care whatsoever.
Absolutely disgraceful , nowhere does it mention taking pictures of the the serial number on the liner, I have supplied all details asked for and still you won’t supply a new inner liner.
£500.00 wasted thank you very much
Edit 3 weeks later I have had my liner replaced by best way and now happy that it has been replaced, I still think customer after care needs to be looked at. Thank you once again.

We bought our hot tub direct from laz-y-spa and after 6 uses the hydrojets stopped working - error code E12. Having read the reviews and not having registered the warranty by then, I feared the worst with regard the customer and after sales service.

I emailed Bestway and got an automated reply asking for further information, photos and videos and their turnaround time was about 18 days. In fact it was 17 days that it took for Bestway to respond. An email followed up by phone call requesting another photo which we sent immediately. By the end of the day we’d received an email to say a new pump would be sent which we received less than a week later.

One problem we did encounter was that I’d not registered the warranty immediately and I did have to ring them. I thought I’d be on hold for ages but my call was answered quickly and the lady I spoke to registered the warranty so it wouldn’t hold up the claim we’d put in. She even told me to send in a couple of extra photos to support the claim do as not to hold it up.

I think the 17 day wait time is unacceptable but understand that they have been impacted by the Covid pandemic - more sales, staff isolating, etc. Once they started to deal with the problem, it was dealt with quickly. I spoke to Mindy, who was polite, helpful and apologised for the delay in responding.

I am having to post this review again because it was removed. Amazingly the non existent customer service staff who make us paying customers wait for 19 days for a response to each part of an email exchange have time to scour the internet for bad reviews and give a 3 day !! Turnaround for providing proof of our purchase to trustpilot.

Proof now provided. I realise that it’s unbelievable but yes sadly this is all a genuine experience. And YES I’m still waiting for a reply to my last email to them.

Original review below.

The worst customer service after sales…
The worst customer service after sales I've ever experienced.

I was relieved to come across reviews on here where other people have had exactly the same issue we are having. Bestway are doing their best to convince me I'm imaging things just because they've deleted the product I purchased from their website.

I purchased a 10ft power steel oval pool. It exists, it's sitting in my garden. On the website it stated this "comes with" a cover and a ladder. I can't think of any other interpretation of "comes with" than the one that made me expect these items to arrive with the pool !

They did not arrive so i sent a customer service email requesting the items. Weeks later I got a reply saying that they don't come with the pool. I replied saying the website says they do and attaching the screenshot of the page that I am oh so grateful I took as they no longer list this product.

Waited a few weeks more and I just received the message that the 9ft pool (which is not the one I bought and is £100 less than our model) doesn't include these items.

Why can they not admit their error and resolve the issue?

I have replied pointing out that this isn't the pool we bought and again attaching my handy screenshot of what we are actually entitled to and I suppose I shall wait another 3 - 4 weeks for another reply.

Absolutely infuriating, appalling service.

If I could give a zero for customer service, I would. Within a week the light remote had broken. I contacted their customer service through the portal & gave an incredible amount of detail. Videos, pictures, receipts, serials number & so on. They came back to me & asked for more, which I did. Finally they came back again asking for another video & picture of the liner (I have a lazy-spa liner, but what on earth has the liner got to do with the remote). I went back to them to say this & they never responded. Chased again & awaiting a response. Companies like this lose all credibility to save a few pennies!

It’s always with regret that I post a negative review about a product or a company. Unfortunately like numerous others I have been on the receiving end of a truly poor , baffling customer experience. I purchased a Hot tub , it came with an inflatable lid for the tub. I inflated it , and within an hour or so it had deflated. Repeated the inflation , same result , so clearly had a puncture somewhere. I know how to find a puncture and did the traditional soap test and couldn’t find the leak , so it must be a pinhole
sized puncture. Best way told me to do the test , record the test for proof. I explained that I did the test and there would be no point recording the test and as the lid was faulty I was entitled to a replacement and then as if by magic they vanished. No reply to emails , you can’t get through on the phone, few more emails , messages on social media , nothing not a word. Now these tubs aren’t cheap , this was a once off purchase for my family and the lack of customer care is something I’ve rarely experienced. I will keep pushing but get the feeling they just want you to run out of steam and leave well alone. So , buying a hot tub ? Go for it but be aware if heavens forbid there is a problem with it you will run into trouble

Absolutely shocking customer service. Bought a £500 hot tub, then paid an electrician to install an isolation switch for this only to find the pump is faulty. Tub has never been inflated never mind used! Contacted bestway and lazy spa to be told to ut would be 17 days before it could be addressed and I had to send videos pictures etc. Unable to upload videos to the warranty site as upload keeps failing, no help from customer service staff and absolutely ridiculous procedures where the onous is on the customer to prove the goods are faulty. Would not recommend lazy spa or best way. I have complained to Klarna,as their credit provider, stalled all future payments until this is resolved and will have no hesitation in taking this to trading standards if the process does not improve moving forward.
See below quite obviously a standard statement sent out. I want a refund not a replacement. The unit is not a month old.

I had an internal leak with my LAZ-Y-SPA Vegas hot tub liner, i contacted the warranty section and made a claim, this was actioned within 2 days and they requested i sent a video of the problem and any information. i submitted this all with ease and didn't find uploading a problem, they then advised me to cut out the patch with all relevant number on and send them a photo - the customer services team then advised they would replace it (e mail proof). The only issue i have is that the phonelines are allways busy and its allways a 45 minuite wait (ish) im sure this is due to COVID tho so it is what it is and the delivery wait times (3 weeks) i think lay z y spa need to keep some in stock for replacements........overall tho - ive had worse customer services experiences and LAY-Z-SPA were quite open and honest about it.

Good review keep it up

Shocking customer service sent in videos and photos 4 times only to be told they never received them which I know they did can send emails to which you will receive an automatic response telling you it can take up to 19 days for them to contact you. Stay away from this company.

Absolutely shocking customer service with Lazy spa. Claimed under the warranty as pump not working. That was 4 wks ago. Had email today wanting all the information again photos and videos. I rang and spoke to someone who was rude and unhelpful. I got better things to do than to do their job. I already submitted the information once and did all the troubleshooting. Warranty means replacing a defective part. I am going in for surgery in few wks want to take hot tub down for winter. This is causing extra stress i dont need