Bestway Support UK Anmeldelser 

Issued a warranty claim #545-591 - on a faulty pump no resolution after a month and providing all pictures and video and this was via my 2 year warranty claim via the website. No response and now will have to go to trading standards providing all the information I have supplied. Be careful purchasing anything form then as I have no lost over £700 pounds and have a top of the end useless hot tub after a few months See how quick they respond to trading standards.
18-9-21 still waiting over month later no replacement

First flowclear pump did not work replacement lasted two months then stopped working 45mins to answer phone then no responses by email terrible service still waiting weeks later, so will refer to paypal for a refund

Laz spa developed an electrical fault after 3 days. Customer services is inadequate and don't come back to messages for weeks at a time. I have had to raise a dispute through my credit card company.

This is the worst customer service I have experienced in a long time - mainly it’s non existent. I have a warranty approved from purchase and logged with bestway/lay-z-spa and upon recently having the massage seam fail and come away on my 4month old hot tub I thought getting a replacement would be no hassle.

Logged the claim via the easy to use website and added all the photos although most seemed totally irrelevant to the issue; this is the limit of any positive from this experience. Waited and waited and waited and still no response. It’s been two weeks now and blaming covid for a non existent customer service department who can almost certainly work remotely to ensure the customer experience is not impacted is a bit of a poor excuse 18m into the pandemic. I try to ring and it’s a 45mins wait according to the pre-recording each time - I literally don’t get time to have a cup of tea in peace let alone spend best part of an hour on hold waiting to speak to someone.

You have my details, an approved warranty on your system and photos of the faulty liner which is 4 months old. Surely this is a simple matter of sending out a replacement as clearly a manufacturing fault. Delays I can appreciate but communication is key here and I’ve had none whatsoever. This is what I’m annoyed about, I’m not even annoyed about the failure - these things happen but at least sort it out.

A company can be judged not on how well they perform when things are ok but how well they perform when things go wrong and sadly bestway/lay-z-spa are far from acceptable.

We’ve been long term bestway customers having various pools for the children and other garden bits. It’s a real shame to have been let down so badly.

I’d actually like to enjoy my hot tub for it’s intended purpose before packing it away for the winter!

I have had a St Moritz tub now for 4 years; I have been happy with the tub until I decided to change the pump from the egg to the Weather Shield pump.
I was waiting for ages for the new WIFI weather shield pumps to come into stock.
I received an email saying they had arrived. I ordered and paid for the pump.
The website stated next day delivery for items over £50; once the order went through, it said delivery would take place five days later.
The pump arrived, and I eagerly unpacked it and commenced to connect it to my WIFI; it failed; I moved it closer to the router (well, next to the router) it still died.
I connected to Bestway, and this is where the problems started; after several emails, it still would not link; I was advised to stop using the Lay Z Spa app and change to the Bestway app; I did as asked, and still, it would not connect.
All this was taking weeks, as NOBODY would make a call and speak to me.
This could have quickly been resolved with a couple of phone calls. Instead, they rely on emails, even though you reply. Immediately, their reply will take anything from two to 5 days.
I am now four months down the line, and still, the pump cannot be used as a WIFI pump, the whole reason I purchased it immediately.
Then today I got a call from Charlie (who should have called me on Friday) to advise me the pump will be replaced under warranty, but they want me to cut the plug off the pump, send them more pictures that this has been done, then they will despatch a new pump.
So they except the tub to be switched off for 48-72hrs without any heat.
I asked them to despatch the pump and collect the faulty pump simultaneously; they refused to do this.
When I advised them, by then, the water will be turning and will need emptying, then reheating all at my cost.
They didn't want to know; Charlie said he would speak to his superiors and call me back; you can guess it; he never called but hid behind yet another email.
I would not touch this company again, for someone who has worked in customer service all my life; I have never come across a company with so little compassion; I feel all their staff need training in customer service.

Awful Customer Service
My Ibiza Spa ‘arrived’ in June with a badly stitched lid. After well over 3 months of sending photographs of plugs, position of spa etc Lay-z-spa granted me a replacement lid, but only after I rendered the original lid useless, destroying it by cutting off all the straps and buckles sending them photographs of the unattached parts. Clearly they don’t trust customers & treat them as potential thieves.
I spent five days without an effective cover, luckily it didn’t rain, but 26th Aug a new cover arrived, THE WRONG ONE!! Despite all the photographs of my Ibiza Spa they sent the lid for a Singapore Spa, different shape, colour and model.
I’ve immediately reported it to be told that I’ll have to wait another 13 days for a reply.
I’ve never come across such an inefficient, uncaring, unresponsive and untrusting company. Their attitude to customer service is appalling. Responses show very little understand of what has been written my guess is that you are unable to speak to an operator as it's an overseas call centre with little English spoken.

After purchasing and getting the extended warrenty on 17th May my family and I had many fun/relaxing times in the lazy spa. Unfortunatly the air skirt at the bottom split meaning something that looked like mount vesuvius was in the hot tub with us. I emptied the tub to clean it and the area around and on doing so the handle broke away from the body.
I got in touch with customer service at this point but due to covid was unable to speak to anyone so started a claim via the website on Aug 4th with pictures showing the problem. After 16 days I still had no response so I called the customer service and actually spoke to a nice lady who went through my claim, she informed me that they will be intouch within a few days but a had to send in additional information which I did. She also informed me to do it quickly or I would be put to the back of the Q.
The info I sent (reciept) did not show the purchase date on it due to my bad photography skills. I have sent the reciept back (22nd August) but it looks like I Have been put to the back of the Q :-(.
I know covid is slowing alot of companys down just now but all we want to do is get back in our spa.
Additionally Bestway already had our reciept as we had to show it when extending warrenty.
AND SO IT CONTINUES.
I have just had an email asking for my reciept AGAIN. The same receipt that was used to extend my warrent, the same one I sent previous, the same one I had to send again because the date wasn't eligable, the same one again because it didnt show where it was purchased from.......
I have now downgraded from 3 stars to 1, I gave them the benift of the doubt because of covid. Now I wont get a reply from them for 17 days because that is what I was told was the waiting time between being seen again.
Absolutly shocking.
Will my extended warrenty be extrended by the 2 months I have not been able to use my spa?????
I very much doubt it.

RE RE Edit... suddenly my purchase is being questioned, trust pilot want all my sale information including reference/order number I used to purchase my pool they want my details..... I don't think so, I left a 4 star reference, if Bestway want me to remove it then either remove it but don't ask me for all my purchasing details, that is my order that I paid for and I wouldn't even give them to my friend let alone strangers.

RE..REEDIT...... 29/10/2021
Finally got my issues sorted because after all the issues I have upped my rating and left off one.. All parts of the pool have been replaced and I am very happy with that, it's a shame that it went this way with regards to customer service at the time.. Had I gotten the help when it was required without all the run around I would have automatically given 5 stars in the first place.

RE EDIT 21/ 09/2021
via telephone call I was requested more information to be mailed, I have since emailed on the 07/09/2021 3 times and have had 0 response to those emails giving more and more photographs of damage.

Edited to say I have emailed support via purchase but it keeps asking for this and that proof of purchase, I purchased through Bestway direct and still have the run around attempting to request help..........

Follow on Edit, I have been emailed by Trustpilot requesting further information so they can respond to this comment, I have emailed back with proof of purchase and photographs of set up and damage and I have still had no contact with them.

Purchased a 9ft 10" Steel Pro Rectangular Pool from Bestway 28th july and it took a week or so to come it's only been used for myself and my 6 year old grandson on a complete level flooring for a week, had no issues with pool however upon taking it down a D pole is split so pool cannot go up again, there are white markings in the liner in different areas... £130 down the drain as I cannot contact anyone, theres no where to tell anyone as i can't even find my pool on the warranty page to be able to email support, I can't phone anyone.. Even in my Bestway account it doesn't even give a date of purchase, Ive had to go through paypal to do it and even then its not under the Bestway name..... I am gutted with the pool, had the pole snapped something could have happened, thankfully it didnt.... 1 star due to lack of any customer support.

To be clear I’m a BestWay product fan owning a a large pool, and paddle boards that my whole family enjoy.

So they were excited when I purchased our first and brand new Lazy spa Majorca hydro jet pro direct from your company website on the 10th of august a few weeks back, and at over a thousand pounds this was a big purchase for us as a family.

The hot tub arrived last week and after reading lots of your website advise I arranged for a qualified electrician to fit external electrical plugs in our garden near where the hot tub was going to be used.

Unfortunately the pump did not work once fitted, whilst disappointed I expected the same excellent customer service when I called your team this morning, sadly i had to wait 1 hour 45 minutes before my call was answered. I was told that even though this was a brand new spa that has never worked I would now need to raise a warranty claim and with current backlogs I should not expect it to be resolved within the next month.

Hopefully you can see how frustrating and disappointing this is for me and my family in to summarise:-

We bought a very expensive hot tub 2 weeks ago
It arrived and does not work
You will not send a like for like replacement (which are in stock)
I now have to wait a month with no contact or certainty on when and how this will be resolved being told this must be dealt under a warranty for a brand new product that Ive never been able to use?

Can I ask that you look into my case and review the current position, I would like very much for a new pump to be sent to me or a new system which ever is easiest within the next 7-14 days which I think is my consumer right but would hope we can resolve this with the help of your team.

I am totally in agreement with all the other reviews I have just read, to my pity i didn't read them before I purchased my lazy spa vegas hot tub. I sent my claim on the 26th july regarding the pump (TO DATE STILL NO RESPONCE) after reaching the required temperature and light turns green it keeps dropping by 2c, light turns red, if you switch if off and turn back on again light turns green again, also there is a loud alarming noise when you switch on massaging function.no error codes appear on display. I am so frustrated with trying to contact this company Please don't request any more information from me as I have sent you all you required when making claim. I am a lady in my seventies caring for my seventy five year old husband suffering with dementia I purchased this tub how I could have some relaxation but unfortunately all I've got is more stress. Shame on you for using covid as an excuse for not resolving the complaints from your customers. You don't seem to be short staffed in your sales department as every other day I receive emails promoting your products.

Ordered my hot tub on the 5th July then went down with covid. Delayed delivery because of isolation and reciever the hot tub on the 19th July. Since then I have tried to call message and register my hot tub for the extended warentee only to have it rejected. I don't seem to have ever recieved and reciept by email and gave photo evidence of my £699 payment taken on the 6th July. I know covid is affecting a lot of companies but the total lack of support has stopped me from even unpacking my hot tub and if I could contact someone and speak to someone then if my extended warranty is not going to be allowed I would return my hot tub unused. If thats how bestway supports their customers. Major problem with customer support. Only happy to take your money and keep sending you emails to sell more products but fails to contact you to resolve my isues with my warranty! Get you act together reply:- BruceI have tried twice and was rejected first time and then ignored!

I bought a lay z spa Hawaii from our local B&Q august 2020, three months ago we set up the hot tub on level ground which is part artificial grass on top of flags and the heater on top of a rubber mat on our decking, we noticed a leak coming from the A pipe, my hot tub is used by myself for Aqua therapy being disabled and having spinal problems I rely on my hot tub for my disability, so my carer turned of the tub, disconnected the pipes and noticed a crack on the fixed pipe coupling running from the outside of the pipe to the inside of the pipe that looks like a cross, we sent numerous pictures a video, photo of receipt, the hot tub set up and the electrical socket, we have been told that the warranty does not cover the pipe and they also said that it was an external fault not a manufacturing fault, they also went on to say because the tub was on a slippery wet surface when the hot tub is on it will vibrate and In turn because the surface is wet it will cause the damage I was claiming for, so in other terms it is our fault, so they know this causes a fault so why is this not stipulated in the set up manual, for issues they know about, absolutely disgusting, this is absolute rubbish, if the hot tub vibrates when in use surly it would not matter what surface it was on it would cause this damage, so now I have a hot tub that is not even 12 months old has cost a lot of money that is no good and not fit for purpose, now on top of this my carer reconnected the unit to take more pics so he could show a specialist in hot tubs, as soon as the unit was turned on an error code came up E02 with a noise, he did the steps of cleaning the unit as lay z spa video and re connected the unit replaced the filter and reconnected, turned back on and again error code appears, and it trips the electric the tub unit is now completely dead it shorted the outdoor socket so a new claim has gone in for a warranty claim. This is a manufacturing fault, let’s see what excuse they come up with now. DO NOT BUY ANY BESTWAY HOT TUBS they will come up with any excuse not to rectify the fault and replace faulty item, STAY CLEAR and buy from any one of the other manufacturers of hot tubs, I absolutely feel robbed of my money and to add insult to injury told it was my fault Disgraceful Company and Customer Services

Since writing this review the heater unit has brought up the error code E02 after my carer re connected it to take pictures and a video, he flushed the system as stated on there site to do, several times this was done as the error message continued, then changed the filter, the unit was turned on and the unit blew the external socket and it has shut off, completely dead, I reported it back to lay z spa and I am now awaiting a reply.

This is absolutely ridiculous, first to reply to my original review stating that it was not a manufacturing fault but an external fault is ridiculous, saying they (think) it is the vibration the tub makes and the unit is slipping, which it does not do when the unit is on a rubber mat, how many people have hot tubs on decking ? How many has this happened to that the A pipe is cracked internal and external, If it is a known fault why is this not mentioned in any literature, warning customers ? this is just an excuse not to deal with the fault and replace the unit, stay clear of lazy z spa and buy from one of the many other manufacturers of inflatable hot tubs.

***Still no contact from bestway with regards to my replacement pump as expected. It’s been nearly 3 weeks now since I told them it had failed*****

My pump has broken for the second time in 5 weeks. It took a month last time to finally agree a warranty replacement and the ‘new’ pump they sent it loud and lasted for a week and then failed again.

I emailed today but I will be lucky to receive a response before mid September based on last time - it’s likely that it will turn from summer to autumn before another pump arrives

One of the worst regrets of my life so far spending £1k on a lazy spa. You can buy real hot tubs for £3k these days so save your pennies and get one of those.

They are more stressful that relaxing

DO NOT BUY FROM THIS COMPANY!!!! This has to be the worst company I have ever dealt with. They don't answer the phone then take at least 14 days to answer emails with generic replies. They do not address problems and completely ignore the information that has been provided to them. I agree with the reviewer below that they constantly ask for photos then more photos, including more of the ones that have already been sent - which is obviously just a delaying tactic. They do not care about their customers at all and have still not sorted out my broken pump - that only lasted a week after purchase - after 3 months! There are many other companies that sell pools and spas so please buy from one of those and avoid Bestway at all costs.

WHAT RESPONSE???? You have not responded at all. You are completely ignoring emails and deserve the 82% of negative reviews you have received. On top of that you are telling lies as you have made no effort to make contact at all.

Shocking support from Bestway, I raised a warranty claim against my hot tub for them to reject it on the basis of not purchased from an authorised retailer. Well funnilty enough your website page for "authorised retailers" show's "coming soon" you don't have a list of authorised retailers. You had also accpeted my warranty in writing so quite how you think you can now go back on that is beyond me.

Despite going back to them and asking for help I've had zero response.

£1100 on a hot tub that has lasted less than a year...great job.

Contact their CEO under ceo email addresses, bestway they come under they are absolutely disgraceful right now understand about covid but this is ridiculous cant get hold of them in any way and we are all left with broken tubs issues or still awaiting something we gave good money for!!!

7th June logged a E02 fault … numerous emails asking for pictures , pictures sent them more emails saying more pictures needed … I don’t think there is a part of the hot tub I have not taken a picture of…. My last email to them was 26th of July where of course more photos are needed… heard nothing back ..
my last review I was told to ring a number … this number no one is answering due to covid …
Enough with the stalling tactics and 14 day response time to emails … sort my hot tub out, looking at all these negative reviews you clearly have hot tub and customer services issues .. stop hiding behind covid nomothetic company is doing this ……

I’m no hot tub technician but even I could
Order a part and fix it… but why should
I when it’s under warranty

I purchased a Fiji in April 21 and after 3 uses it is deflating . No puncture. I have filed a complaint and attached pics as requested and have had no acknowledgement of receiving the complaint. Meanwhile I am left with no spa during the peak summer period where it should be enjoyed the most. I so disappointed I believed this would be a good reliable product of which I would benefit greatly from in my spare time. Trying to contact anyone is very difficult and frustrating, these days with technology as it is there is no excuse for the lack of efficient professional service .

I have ordered 10ft oval pool from Bestway however I did not receive all the parts. I wasted my time setting the pool up only to find that there was no cover or ladders so had to disassemble it. The cover and ladder were both missing (on their website it says both are included). I have been trying to contact them however they are the worst company for customer service. They do not have a telephone number you need to go through their website and open a case however they do not reply.
I'm sure they will blame COVID however that is not good enough we have lived with COVID for long enough and a large company should have the staff or take less orders and ensure they are fulfilled rather than taking on such a capacity they can not deal with.

I am experiencing the worst service of my life. I raised an issue with my lay z spa Vegas over a month a go.
I only receive an update every two weeks only to be asked to provide more information.
My lay z spa liner has increased in size on one side and looks dangerous to use. I was asked to provide numerous images and videos ( of every single element of the spa) however the website is terrible and keeps failing to upload. After a lot of hours and stress levels at all times high I managed to upload and updated them that I have struggled so if further information was required is there another method. Only to find that they still need more information and still being asked to upload even though I said I was unable to. I have tried to contact via phone however they are not taking calls. I am over a month down the line and unable to use my hot tub and struggling to speak to anyone that able to offer any kind of decent service. The warranty is not worth anything as they make you jump through hoops only to get nothing at the end of it.