PoolandspacentreAvis 

I bought a Balboa hot tub panel from this company via Amazon. Within 10 months the panel became defective and I ordered another to replace this one via the same company. Both panels when delivered were delivered on time and no trouble. Returning the original defective panel (as it was within warranty) via Amazon was a little tricky as I was asked to send a video of the defective panel not working, but you can’t send videos via that platform. I agree with other reviews that the ticket system on their website is pretty useless - it leads you to a page telling you not to go ahead as it may be compromised. The company really needs to do something about this to build trust in consumers should anything go wrong. Luckily I sent my phone number to the Company via Amazon webchat and within a few hours I had a phone call from one of the guys at the company providing an email address to which I could send the video. Everything from there went smoothly and professionally - no hassle. It seems that the customer service side of things in terms of being able to contact them easily, really is the issue rather than the company itself being unprofessional. Simply providing an email address on the site would make things far simpler and create less negativity from frustrated customers using a ticket system that isn’t fit for purpose. The positive feedback leading to increased sales, would far outweigh the increased demand for replies - it’s not as if customers are going to simply go away due to lack of response. I have no complaints at all about the service, but if I am honest I am just really thankful I bought via Amazon and I had another way of communicating the fault as the website doesn’t work. Overall in my experience, I would recommend buying through Amazon :)

After searching the website for days looking for replacement jets for my hot tub I was unable to find the right ones, I came across this company, I sent photos of the jets and the guys came back to me with the correct jets and within 3 days jets orderd and fitted. A excellent service and the communication was fantastic, can't fault them at all, thank you for a great service. 😀

This may be THE WORST company I have ever had the misfortune to deal with.
Dispatch took nearly 2 weeks for a pump part that was supposedly in stock.
When I did manage to contact them after several attempts, via their ticketing system (that doesn't work properly). I was told it was stuck in the warehouse and it was the couriers fault for not collecting it. Not sure how that works. Guess they just don't like to admit liability for their mistakes.
When it was eventually dispatched I didn't receive any tracking details (automatically) as claimed and had to request them via yet another ticket.
The pump part now seems to be in Italy and shows "Shipment rerouted. Recovery actions underway". I have no idea what it is doing there as it should be coming direct from UK to Cyprus!
I have paid over €60 for the shipping (which they refuse to refund due to delays) and 4 weeks later I am still waiting for it.
What is even worse is the fact that they have been receiving these awful reviews on Trust Pilot for years now and still do nothing to improve their customer image. A sign of total contempt for their customers.
I wish I had read Trust Pilot before using them!

Ordered a made to measure hot tub lid last year, eventually arrived after months of waiting. Noticed a few weeks ago that it had developed a fault. Contacted poolandspa centre and on receipt of photos of the problem they arranged for a replacement from the manufacturer. This arrived today, several weeks earlier than expected. Great service. Thank you.

Terrible customer service. Like previous customers I have had to raise a "ticket" to make inquiries and found that I have had to raise another "ticket" to find out the progress on the first ticket! And I have been unable to find out any progress on any ticket because, like other customers, I get the message "access denied" . Who wants this hassle when there are so many companies out there who will provide a better more trusting service? I would definitely say this is a company to avoid.

So frustrated I am prompted to leave a review about the appalling customer service!
I placed an order a week and a half ago assuming (as promised) it would be next day delivery but am still waiting!
WORSE... I am unable to contact Pool and Spa Centre by phone. The only method to contact them is by sending "a ticket" to them. I have sent two tickets and neither have been replied to. I am supposed to be able to follow the progress of my ticket by logging into my account but in both cases "access is denied" it simply suggests sending another ticket!
They have banked over £1500 of my money and I have no idea how I am supposed to get it back as there is no way to contact this company!

as i was serching the web for hottub parts i came across this site love the lay out so easy to use filter go by measurements not just part numbers so i iorder all the parts i need thinking give it a day or two berring in mind this was at 1.30 in the afternoon next day just before 10 am knock at the door yes you got all my bits amazing service cant folt it price very good to

poo land ahhahaha who wants to shop at poo land

Hot tub lid received damaged due to poor packaging, they will only replace if it is returned immediately but then you have to wait 90 working days again or you can receive a repair kit which is not even a kit, a piece of fabric some tape and a sheet of paper with instructions that don’t match the items sent! Awful customer service stay well ckear

I never write these, but am so frustrated by this company they have won a review. Placed order mid july for some parts, then after ordering was told one seal was not in stock and would take 6-8 weeks, and after a discussion they still would not ship other parts without extra charge until all parts in stock, after chasing 10 weeks later they then shipped the stock parts still with the seals missing that were the reason for the wait in the first place by which time the job was over, just pointless, they used to be good they are now useless, Seriously ... AVOID

Ordered originally based on lead time estimated by them and items were not delivered. Then waited a month for the parts to come into stock. Part of the order was dispatched and now 5 months later I am still awaiting parts and any response. No telephone number to contact them. AVOID!

I ordered over a month ago, and still have not received my good, and they refuse to refund! Don’t trust this company.

Dealt with John on several occasions, they have been really helpful and given good prices on orders. Deliveries almost almost when they said it would be and when there have been any problems with missing items they have responded quickly and got problems sorted.

Very good value, good value. Arrived exactly when they said it would. Would buy again from this company 👍😄

customer service leaves a lot to be desired....
prob wouldn't waste my time with this lot...
no contact number on website should be a major heads up for when you have issues!

John in technical went over and above to help me source the parts I needed, they couldn't supply me but he found a place I could get them and sent me a link. Very good service 👍

Excellent replacement hot tub cover. Difficult to delivery due to the travel restrictions from Canada but kept me informed all the way

Ordered hot tub cover on line on 12 weeks delivery. There was no tracking information provided during the extended wait period and phone enquiries were only responded to through an on line ticket system, there was never anyone available to talk to. The delivery became overdue & I finally received an email message asking about delivery date to which I replied twice. No response. A repeat email came from them asking me about delivery date and finally a phone call. Apparently my emails and tickets were going into they're spam! We finally agreed a delivery date... On the day waited all day but no show. No reply to my ticket. The following day the delivery driver phoned me he had turned up with the cover. I was elsewhere. Had to leave the cover unattended at the property. On the positive side the cover is the correct size and fits well on the hot tub.

Purchased replacement chrome spa nozzles, albeit they were cheap and as they were the only ones we could source at the time. 4 months later all the chrome plating started to peel off - all other nozzles and exsiting chrome plated nozzles all still good.
A sliver of chrome embedded into my daughters finger so we put the spa out of use and contacted the poolandspacentre via their ticket system, on response I was asked for a water sample test and on doing so the Ph was a little low as it was unused for two weeks awaiting draining and cleaning.
Therefore water was a little acidic and then I was told it was my fault as the Ph level was at an insufficient level. After only 4 months of use - poor response, I have fully maintained and cared for my spa for 8 years to be fobbed of in this manner was severly dissapointing.
Apart from this issue - other items also purchased pump seal and 6 inch nozzles were delivered in a timely manner, I wish poolandspacentre wouldn't supply rubbish and then fob you off... take ownership for cheap unfit for purpose products.
I have to say that since writing this initial review poolandspacentre have been brilliant and offered alternatives with a discount so I changing my final review as they have actually been to date very helpful.

I needed help to find a small cheap part for my Hot Tub. John in Technical was most helpful and spent a lot of time identifying my needs which was heroic because Bubbletubs were never going to make any significant money from what I needed to buy.