"Do not use this company. Lies, and more lies. No follow through or communication. Anyone else is better. Be sure to follow up on your refund when they don't send you your order. They are always "sorry" though.
Totally no customer service."
"Do not use this company. Said my part was in stock, but a week later they said they did not yet have time to pull it off the shelf. Waited another week and they said it was being shipped, but that was a lie to buy more time. I cancelled and somehow they discovered it was not being shipped. Scam company. They will rip you off."
"No communication and lies about when shipping will happen completely disgusted with lack of customer service"
"Please let me know if you have any questions or concerns.
Thank you
On Fri, Jan 11, 2019 at 8:17 AM Angela wrote
Why am I paying a shipping charge when my original order that your company noted would arrive in 5-7 days did not? Also I had to contact you about not receiving the complete order, which you did not even realize until I inquired. Also, after contacting you over a week ago, I was told that an email confirmation or shipping would be sent and it still had not been shipped, thus delaying my potentially recieving art of my order almost a month later! Please refund the shipping charge as well or provide me with a contact I can speak to about this.
Thank you,
Angela
On Jan 11, 2019, at 9:06 AM, Hot Tub Warehouse Information wrote
Hello,
I apologize for the inconvenience, I can cancel that and issue a refund. I will issue a refund for $21.77 because there will still have to be shipping charges for $7.95 for the other item that you received. You should receive a confirmation email confirming this.
If you have any further questions please let us know!
Thank you
THIS EMAIL WAS SENT AFTER THEY REFUNDED ME.
On Wed, Jan 9, 2019 at 10:23 PM Angela wrote
I ordered this on Dec 25. It has been 3 weeks! I was told 5-7 day shipping. Regardless of your inventory issue, this is ridiculous. Please refund my order and I will order it on Amazon with 2 day shipping instead.
On Jan 2, 2019, at 12:49 PM, Hot Tub Warehouse Information wrote
Hi Angela,
I apologize about that! It looks like we had an error in our inventory and had to relocate that item from one of our other locations.
Once we have tracking information on that item, we will make sure to email it over to you.
Please let me know if you have any other questions or concerns
Thank you
On Wed, Jan 2, 2019 at 9:38 AM Angela wrote
I only received part of my order. I still have not received the floating blanket.
Thanks, Angela
"
"They advertised a pump in stock and I ordered it. 3 days later they told me it was on back order and would take 3 weeks. Then why do they still advertise in stock on there website. They told me it was to much trouble to change the website. Instead the want to inconvenience the customer. Terrible customer service."
"
They cancel orders, don't tell you, and once you find out its been cancelled, don't tell you why."
"SIMPLY, These **** Are nothing more than LIARS, SCAMMERS and THIEVES, Stay far away and save your self problems..........."
"I do so much online ordering and have Never had so much problems with a company and customer seevice as I’ve had with hot tub warehouse. I’ve been patiently waiting for my hot tub pump for months! When I first emailed them wondering where my package was, they sent me a tracking link. After checking link, it said delivered, but no package at my door nor was there a signature required. When notifying Hot tub warehouse about this problem, I was given the “ my supervisor is checking into it” response for 2 months. Then I started emailing almost everyday until finally I was told that Fed Ex confirmed delivery so file a homeowners insurance claim for stolen property!! So now I’m without a pump, without $300 cost for the pump I never got, and Robin with Hot Tub Warehouse telling me to file a Homeowners insurance claim for something I never even saw. HORRIBLE Customer service, HORRIBLE response time, and HORRIBlE company to buy anything from. Who knows if you will get it and when you don’t, you are instructed to file a claim for something you don’t even know was delivered to the correct door. Unless you want to throw your money away with NO guarantee,, don’t buy anything from this company! "
"After ordering a part at another website and finding out its back ordered, I checked the web again and found that Hot Tub warehouse website said the part was in stock and will be shipped within one business day. To make sure, I called them and spoke to Jessica who confirmed that the part was in stock. While she was on the phone with me, I placed my order. (This was a Friday). Waited all day Monday and did not get ANY correspondence from them so I call them and get Jessica again. She looks up my order and says the part is on backorder. WAIT, WHAT? how can my partbe on back order when I ordered it with you on the phone telling me its in stock. I asked to speak to her manager and was told that she went home. At this point Jessica was completely useless and wasnt any help. I asked to speak to anyone above her, even if it was the owner. I was told "the owner dont speak to no one". Bottom line is they wasted my time and then couldnt do anything right to make it better. So After my first experience and now wasting more time with HOT TUB WAREHOUSE, I am no sooner to fixing my hot tub than I was before. My vacation will be over and I wont have anytime to repair it. "
"Two and a half months later, no hot tub cover. No return phone calls. No response to E-mail. Tried Live Chat - no one came on. HORRIBLE COMPANY! Why have an answering machine if you never call anyone back? TOTAL SCAM! I have been in touch with my charge company to get my $400+ dollars refunded. If only I would have read the reviews! BUYER BEWARE!"
"no shipping info takes forever to get here doesn't even give me a delivery date I've emailed an called the company and been ignored every time don't waste your time here ! I'm wondering if they arnt a scam "
"6 emails, 4 phone calls, 6 on line chat attempts, no response from anyone. They good reviews on Google but that is BS. If you look around they have a terrible reputation"
"I have ordered multiple times from Hot Tub Warehouse (HTW) and received what I ordered for a good price. On 3/26/2013 I ordered a Deluxe Spa Cover and it came with the wrong skirt length. I called customer service and they had me send back just the covering and rebuilt it to correct length and sent back. Happy so far.
Fast forward to 2/6/2017 and I order another Deluxe Spa Cover which I copied the dimensions from the 1st order from 2013 with the exception of adding 1" to dimension B. Received the cover and went to put it on and it has to be turned 90 degrees to fit my spa which means my opener won't work.
I called customer service and spoke to Alexis to see why ordering the same dimensions made the cover backwards from my first cover. Supervisor Kim Winick emailed me a picture of my order dimensions while I was on phone with customer service. They said I ordered it wrong. I asked how is was backwards from the same dimensions of previous cover and they couldn't explain. When I asked to speak with the supervisor, I was told they were gone for the day which was Friday, 1/24/2017. They said supervisor would call on Monday. When Alexis said good by, she didn't disconnect the call and I listened as she starting speaking to a coworker very unprofessionally about me for about 25 seconds before call was disconnected.
No call on Monday 1/27/17. I emailed the supervisor Kim Winick at 8:15 p.m. and she replied to my email the next day with: "I'm sorry about the delay yesterday. I can call this afternoon after 3:30 PM. Thank you for your patience! Kim Winick
Customer Service Manager, www.sunplay.com"
That is where their communication stopped. I emailed multiple times and there has never been a response."
"My hot tub is built into the ground and I was excited to receive this item so I could hopefully vacuum sand and small debris that gets walked into there. I unpacked the Spa Wand and immediately tested it out. This is when I thought to myself; "What a piece of junk". Upon pumping the handle per the instructions, the whole body of this thing filled with water and sprayed out of the top of the handle all over me. being as it's cold here in the winter, this was a very unpleasent experience. I called Hot Tub Warehouse right away to request a return, as obviously this thing is totally defective and they said since I used it that I couldn't return it and had to deal with the manufacturer direct. I'm not happy with the un-usable product and how was I to know that it was defective without trying it, hence, I am not happy with the Hot Tub Warehouse either! Oh and another thing, the email HTW sent me to review them and the product wouldn't submit when I marked "one star" so I had to place this review a different way!!
Update; I contacted the Zodiac Co and they are sending me out a replacement and a shipping label to return the defective one. They said it should not spray water out the handle like this. So, great customer care from the manufacturer. I am just not use to a retailer in this case Hot Tub Warehouse not taking back a defective product that they sold."
"Great company to do business with. Items in stock and competitively pricing. Free shipping too! I expected the order in a week or so but actually had everything within 3 days!"