Bestway Support UK Anmeldelser 

I've never been so infuriated with customer service or should I say lack of customer service in all by life! Using Covid as an excuse is weak, unprofessional and ludicrous.

We purchased the 2021 Paris, opened box, connected up and pump refused to switch on. This was the beginning of the Nightmare!! We've paid for an electrician to check power and fit an outdoor socket, still nothing. So it was unnecessary costs.

We've been back and forth with Lay z spa ever since!!! I can't fathom the requirement for videos and images just to consider a claim. We've sent so many videos and images I've screamed at the screen! When they eventually respond they say they haven't received the videos or images. Clearly a delay tactic. So more screaming at the screen!!! No staff to answer phones due to 'Covid'.

I've broken down in tears, stressed, anxiety levels through the roof. The tub and spa is currently a pile in the middle of the kitchen, a constant reminder.

Disappointed children, summer holidays almost over. It could be worst I know but it's been a tough couple of years and this was meant to be a treat for us all.

****Update: Finally a response! Apparently a new pump is on its way in 3 to 5 days. A total of 4 weeks since first communication with Lay z spa...fingers crossed. Might be able to use before summer hols is over! Will update progress.

I purchased a honolulu spa on 10th July 2019. It didn't work and a spare part was dispatched on 2nd August 2019. In July this year it stopped working so I contacted Bestway to be told I was a few days after the 2 year warranty ran out so I was no longer covered. This seems a little harsh as my spa didn't work until I received the part from Bestway in August 2019. I pointed this out and since then every email is ignored. Disgusting service as I now have a useless piece of plastic. I will not recommend bestway to anyone following this treatment. Interesting I post this 6 days ago and 7 minutes ago my first reply from Bestway is the one below. Think it back up my comment regarding disgusting service. I can't reply if you have not contacted me how stupid do you think we are.

My order was late by about 14 days. Then when the order finally arrived it was put in an area that was viewable to everyone that went past with Bestway LazySpa written all over it guess what the item is gone. Contacted the company directly for tem to tell me that they had a photo of the delivery on a doorstep. I asked if I was in the photo or any one was in the photo they replied with no, I asked if the door was open in the photo or was my door number present in the photo once again no. I filled out the disclaimer form which I was asked to do, to have no response for days. I then received a message on their portal to say a refund has been actioned to no once again hear nothing. This is theft and fraud. How can this disgusting company think it's ok to put their customers out of £300 for days or weeks. While blaming it on the ping demic. Now they are not taking calls and are deleting bad reviews and comments on Facebook and other platforms before they say it's because of the ping demic I don't know any other company having this much difficulty so your staff members must either be licking each other other or not washing hand after going to a public toilet. STAY FAR FAR AWAY FROM THIS COMPANY THEY ARE THIEVES AND FRAUDS…..

Week 5 of faulty pump and customer services not resolving. Painfully slow. A joke. Summer holidays I want to use my hot tub! Pump is under warranty!!!!!!!

I purchased a Vegas 12th June 2021 after deciding to invest in the garden this year for my children instead of a holiday due to covid etc .. Set it up weekend of 25th June used it approx 10 times in 4 weeks only for the seam near the airjets to fail and cause water to leak into the air chamber section of the liner. I filed a warranty claim, sending all info asked including many videos and photos on 21st July and was told 7-10 days, now day 13 of my Vegas sitting in a heap totally not fit for purpose and after speaking to CS I was told to “be patient” and the waiting time is now 12-14 days! Awful CS and an awful product as upon doing further research and joining forums etc the Vegas is notoriously known for this fault and should really be recalled! So now £570 out of pocket and a Vegas that me and my children can’t even use right at the start of the summer holidays I am totally gutted!

BEWARE!!!! LayzSpa Monaco hot tub is not fit for purpose. This probably gies for the Helsinki too. Store it, infate it and operated it as per instructions but it will eventually bulge or burst. And when it does you won't be able to repair it. The fibres inside stretch. A patch will not fix the issue. BAD DESIGN!

Rubbish bought a spa from Argos in June. Last one anywhere available. Most of the parts were missing so couldn’t use it. Didn’t want a refund just Bestway to replace. Phone calls take over 40 mins, emails take 10 days to answer per email, cannot log into account, cannot get the link I need from support. It took until 21 July to resolve anything and now have parts sent to me. Now asking to send photos of cut out of batch from first liner. No idea how to do this. No information available

Bought the six foot one for my grandson and it is a piece of garbage, go elsewhere do not give these chancers your money.

Similar experience to others reviewers in attempting to contact Bestways customer support, no one available, the website spares page will not load, no email and no phone number to contact anyone.
What has happened to you Bestways you were better than this,!!!!!!

Short version there is no customer support.

Faulty pump after just three weeks and I can't even get the 'contact us form' to send - are you blocking it BESTWAY? Can i have an email address to contact you direct?

Ordered £700's worth of goods. Transaction was a week ago, however the website says you've placed no order yet I have had a confirmation email.
No response to emails or contact form, no phone number to call, money has been taken and I have no goods!
A response and the items would be appreciated.

How can a company who sells so many lazy spa's tell you that you have to wait 45 minutes on their phone lines as they currently experiencing high volumes of calls...ALL the time! Surely you would employ more people!? NO brainer. And then who knows how much the 0345 calls cost? It's not even a free number, Disgusting customer serivce. I don't even want a free repair I just want to repair it!

The poor ratings for this busy speak volumes. Don’t rely on any warranty and don’t believe there is anything beneficial coming from an extended warranty. This company are unlikely to help you. They will take your time asking for pictures and videos but they won’t do anything for you.

So don’t buy a lay z spa and expect any help from their warranty offering through Bestway. I bought two lay z spas this summer. Both went wrong in 3 weeks and I got no help from Bestway whatsoever. They are really good at not replying, avoiding speaking with you and generally wasting your time with no intention of helping you,

Let the buyer be aware. Shocking support from what is supposed to be a leading product. Don’t get taken in and save your money.

Do not trust this company do not honour their warranty. Bought brand new from friend, unopened box within 10 days of original purchase bestways will not replace motor cause I was not original purchase

Do not trust !
Purchased a 12 foot pool on the 3rd of may
Once all put together I noticed a tare where the Lino wasn’t stiched together properly so it was causing s leek,
I emails the over 6 times asking for the returns address and they are refusing to accept responsibility despite the pool being faulty .
Don’t use this company I’m now £150 down & stuck with a unusable pool.
Thanks a lot !

Started a claim with the warranty team on 11/7/21as it states on there website this may take up to four days a week later there's still no contact. As with most of the reviews on I think this is very poor response for such a large supplier to so many major UK companies. As I can see by some of the replies on here there been blaming being understaffed. As customers of this company that is down to them not the customers.

Shocking!
Purchased pool on 11 June, set up on 12 June, it leaks. I started contacting and emailing and filling in forms on their website on 12 June, and it's still not sorted out. I have had to send the same info including videos atleast 4 times and still nothing.

Warranty claim ref 5173-76.
Bought a Can Cun Lazy Spa via Amazon in March 2021,worked perfectly till 3 weeks ago when it developed a fault,electrics tripped out when you try to heat the water.

We looked at troubleshooting on Bestway website but still no joy.Contacted Bestway customer service and asked to prove purchase via email by producing bill of sale which we did.Then we were told warranty was not valid and asked me again to supply the same information which I did to be told after a phone call the warranty was now valid.

I was then asked to send numerous videos and photographs of the set up and fault which I have done.

I have now had no response to say what is going on with my claim whether they have received my videos and photos or what is actually going on.You are now unable to make any contact with customer service as they have closed the landline.

Do not buy anything from this company,they supply poor quality equipment with a warranty that they try very hard to wriggle out of.

I have since took legal advice and have sent an email to Bestway should change their name to NOWAY.I have advised if they fail to replace the dodgy pump in 14 days I require a full refund and will be also considering legal action re breach if contract and breach of my consumer rights.

Clearly this company should not be allowed to trade unless they get their customer service act together.

POOR- go elsewhere do your research before you buy,wish I had.

The worst ever! They are not taking phone calls because they are short of staff due to Covid and just cut off the phone when trying to call them. Their emails response rate is 12 days! It will therefore take at least 2 weeks to resolve anything. Days after trying to contact them Bestway responded to an urgent matter because of a negative review - not a personal reply to my email! My email has still not been responded to after 10 days and they are still not answering calls. Surely healthy self isolating staff could work from home? In the end the matter was sorted out through me spending extra money and purchasing a part through INTEX. Intex are a much better company who care about their customers.
UPDATE:
After following the instructions from the company in accordance with their response below, there has STILL been no satisfactory reply. It is still impossible to get through on the phone and the email that I sent, (providing all the information and snapshots), has still not been answered AFTER 14 DAYS!!!! Absolutely appalling service. They make the right noises on this site but do not follow it up.

With so many sellers online I thought I’d order direct from the makers as I’d be sure of the right product and decent service; so I placed an order with Bestway on 3 July as their website said in stock and 5-7 days delivery.

Following an email acknowledgement of the order, nothing for a few days. This led me to look online where I found untold numbers of complaints about this company’s diabolical customer service.

Over a week later I actually did receive another email to say my pool had been dispatched. Great, or so I thought.

Bestway gave a tracking number for DX Freight, but all week the status has shown on the DX website as “Order received”. I therefore contacted them to be told that Bestway have logged it on the system to be dispatched, but haven’t actually arranged collection by the courier - so the pool has NOT been dispatched, it still sits in Bestway’s warehouse.

So I finally thought I’d try to contact Bestway and got an automated message that they’ve got delays, people isolating, and that they can’t help over the phone… and the call then cuts off.

Do I sit and wait, and hope? No, because despite taking my money, Bestway have zero interest in operating in a respectful and efficient manner. I will be raising a dispute via PayPal and getting a refund, before buying from another retailer which does actually have a basic respect for customer service.