Jacuzzi® - Manchester Avis 

Can’t fault the post delivery customer service.

But unfortunately the product itself talking about my own experience has been not a plain sailing to say the least. But hopefully going forward the glitch will be gone for good 🤞🏻

Our hot tub model - J-355, Installation date 15.02.2020.

The first problem we had was the thermostatic sensor was broken,The hot tub was running at a temperature of approximately 44 degrees so could not be used. We were kept waiting for a very long time for Jacuzzi to fix this, We waited so long for this to be replaced that we actually highlighted the problem on social media, which seemed to then get our Jacuzzi fixed. It was Malibu Hot tubs who replaced the sensor in November 2021.

The second problem was in January 2022, 2 speakers were not working, by the time the engineer visited the other 2 speakers also did not work. Again Jacuzzi could not attend so sent Malibu engineers.They tested the speakers and said they were still working but there was a problem with the wiring, they then changed all four speakers and the wiring on 2.02.2022.

The third problem occurred 29.05.2022 again the thermostatic valve was broken. Mark froon Jacuzzi came out to replace it on 13.06.2022. He also drained my water for me at this time.

The fourth problem occurred very shortly after on 26.06.2022. There was no power to the control panel. We rang Bents and spoke to Anne-Marie to say we are really unhappy and she referred us to the customer care team. We reported this to the customer care team and waited for them to contact us. Louisa rang on 29.06.22 to book an appointment for the engineer. We made it clear to Louisa that we are not happy with the hot tub and she asked us to give Jacuzzi the opportunity to repair it, then our complaint would be escalated.

Nigel the Jacuzzi engineer came out to repair the hot tub on 30.06.22, unfortunately he was unable to repair it on that day as he needed a new circuit board, we also discovered at this time that the circulation pump was also leaking. Nigel said if he could come back within a couple of days we won't have to drain the water from the hot tub (which had only been in the tub for 17 days).

We received another call from Louisa on 30.06.22 to say Nigel will come back out to us on 7.07.22 to replace all of the broken parts and we therefore need to drain the hot tub.

We sent an email to Jacuzzi on 30.06.22 asking for the complaints procedure as we are extremely unhappy with our hot tub and our resolution would be a new hot tub. We have still to date not received any reply to that email.

Nigel came back to repair the hot tub on 7.07.22. He replaced the circuit board, control panel and the pump, it does now appear to be working.

12.07.22 I rang Louisa in the customer care team to see if our complaint has now been escalated. Louisa said she's discussed this with her Manager Claire and Jacuzzi will offer a £100 Jacuzzi voucher to spend on chemicals and an extension of the warranty for 12 months. Louisa also said because of the age of the hot tub they are unable to replace with a new hot tub. I asked Louisa what she meant by the age of the hot tub and she said because it's two and a half years old they will not replace it, but if it had been 6 months old and we had all these issues then they would have replaced it.

We expressed our dissatisfaction with that resolution and have asked to speak to the Manager Claire. Louisa stated that she may call us back later this week but she can't guarantee it.

We bought this hot tub on a recommendation from our friends who'd had the exact same model for four years and never had a single thing break on their tub, also another set of our friends had had the same tub with no problems.

At this point if Jacuzzi are not prepared to replace our defective hot tub we would like it to be removed and a full refund given, this would then allow us to purchase a new hot tub from another brand as we have lost all faith and trust in the Jacuzzi brand.

We have put our complaint in writing to Jacuzzi however we have received no response and we are still waiting for the customer care manager Claire to call us back.

A very good company. Delivery on time and straightforward. An issue was swiftly dealt with. No problems and we love the hot tub!

Helpful the store but then when the order was delayed. Was not fully truthful regarding the delay, we had been told the order was in the country to then be told it was in the middle of the sea stuck. Extremely frustrating. However when the hot tub was finally delayed the guys who delivered it were very helpful and did a fantastic job.
So far so good with the hot tub, we are enjoying it.

Excellent customer service by Steve, very helpful and professional, customer service A1.

Amazing customer service from the team at jacuzzi based in bents garden centre, so helpful and always available for advice. We got the j435 and it arrived December last year, best thing we have ever bought. The hot tub is amazing, excellent quality and so worth the price. Currently sat in it while writing this review. If your thinking of buying one go for it, you won’t regret it.

Our jacuzzi adventure started in Bents garden centre. Fantastic service and delivery. We ordered this just before COVID and whilst expensive it is one of the best things we have bought. Ten years warranty and fast service if anything goes wrong. Thank you Jacuzzi!!!

Helpful and informative throughout and delivery and set up was very smooth

Excellent service and support. Friendly staff who are very knowledgeable and go the extra mile to help. Would highly recommend.

Excellent advice and information from the Store Manager Phil Griffiths. Having already done some research on hot tubs we were reassured that a Jacuzzi hot tub would be the right choice for us. Phil is approachable and friendly and his passion for the product was obvious. No hard sell and helpful information about offers and finance options. An excellent product.

The customer service is definitely five star
From purchase to delivery they couldn’t help us enough.
The product is amazing.

Great company to deal with, we received honest, realistic advice when purchasing our Jacuzzi hot tub, and information on the maintenance needed.
The product is second to none, with powerful jets which give a thorough massage (rather than loads of weak jets which just create bubbles)

Fantastic service from the Jacuzzi Manchester and central teams. Delighted with install and performance of the hot tub… really enjoying the ownership experience. Early days - we’ve had it a week - but so far, so superb.

Recommend.

Great team of knowledgeable people with great aftercare - nothing has been too much trouble

Very happy to give a five star review for Jacuzzi Manchester. Pre-sales was comprehensive and although the quantity of information provided was a bit overwhelming, the Jacuzzi staff were (and are) patient and very happy to explain everything multiple times(!)
The delivery of our hot tub three months ago went very smoothly.
A month later we suffered a leak. Jacuzzi support responded promptly and we got the issue sorted.
Post-sale advice has been friendly, patient and comprehensive.
A hot tub is a significant investment so it's very reassuring to know Jacuzzi post-sale support has been excellent so far and very much focussed on customer satisfaction.

We are really glad we went with jacuzzi for our hot tub, and would recommend them to other customers who are considering buying a hot tub. All the staff we have dealt with from Steve the salesman, the installation guy, and head office have been really helpful and professional.

Excellent service from ordering to receipt of hottub. Following initial consultation and securing our tub build we received update telephone calls advising where in the build / delivery cycle our hottub was. The hottub was delivered as agreed and the setup team provided a great run though of operation and maintenance. Excellent service would definitely recommend.

Phil and the team at Manchester jacuzzi have been extremely helpful from helping with the original purchase but also with support afterwards . We were a bit concerned about the maintenance and chemicals / cleaning etc. required and they’ve been superb with helping with any queries . We’re also delighted with the hot run itself it’s clearly high quality and the functionality is excellent .

Good prompt service and engineer resolved the issue to my satisfaction

Absolutely shocking. Hot tub lights broken down 5 times, speakers 4 times. Faulty tub with poor customer services. Don’t touch these people. They sell you the tub and don’t want to know when the product is rubbish