"I ordered a pillow for my spa. When I received it, the pillow was wrong even though they had “checked and verified” that this was the one I needed. I called in and ended talking to Ron Smith (the owner) who said he would email me a return label. Guess what, I’m still waiting. It seems that the $64 I paid for it more valuable than my future business"
"After researching many vendors, ordered a hot tub cover from SpaDepot. Prior to ordering, I spoke to a rep who stated they were running about 4 weeks in production, but that could vary slightly. After ordering, I heard nothing for 5 weeks. I contacted customer service and they said they'd have to "ask production" and get back with me. This took a day or two, but finally they said it should be done the following week (week 6). I wasn't pleased it was taking extra time, but I realize production time can vary so... fine. Week 6 ended and I contacted them again on Monday of week 7. Again, they had to "check with production." A little over 24 hours later, they got back to me with a tracking number for ForwardAir. Well, ForwardAir only tracks from airport to airport so we really had no way of knowing when it actually arrive to our home. SpaDepot's site said they would arrange a delivery time with us since it is a huge heavy package, but that never happened. It just showed up one day off of a truck. Also noted, that the delivery receipt stated to the driver that there was no signature or confirmation required on delivery which I wasn't super pleased with either since this is a massive several hundred dollar box that they were just going to drop off at an unknown time with no confirmation we'd even be around or in town or anything (especially since it arrived after it's expected window). No follow-up by company to ensure product was delivered or ok. All that being said, the tub cover looks nice and seems to meet all my specs, but I'd think twice about using them again. "
"It’s been a month and half. My tub is stuck at warehouse. I paid for Curbside delivery and they Now tell me I’m Not Curbside compatible!! Really? They say I’m responsible in helping delivery guys. I’m single female live alone. They had nerve to ask if I can meet driver down my road with a truck and trailer to get tub!! If not I need to rent a Uhaul and trailer. I asked if they’d contribute to cost? No they said! Unreal! Let the tub sit at warehouse! I asked refund they said I’d still be needing to pay them over 500.00! What??? Don’t order online for sure! Customerservice they all are on a different page one tells you one thing about another story! Miscommunication!! Very messed up company!!"
"Bought a top of the line hot tub cover, Dura Therm. bought the cloth cover for a $100 up charge, Don't do it if you live in snow country. I asked about this and got the oh well. No where in their literature or dealing with them was anything said. Live and learn. There Warranty is a joke. "
"Ordered lens covers 2days ago all ready in mail box. Right product. Excellent service highly recommend. Its gonna be a colorful night thank spa depot
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"Order chemicals and a spa cover. Chemicals arrived no problem, very satisfied with that part. HOWEVER, the spa cover was supposed to be delivered on 31 December between the hours of 0800-2000...no delivery, no phone call. Called the company on 2 January and they could not explain what happened. Rescheduled deliver for 5 January 2016, AGAIN no delivery and no phone call. I have now taken 18 hours of vacation because they were supposed to deliver this cover...not happy. Spa Depot could not tell me where my hot tub cover was at this time..finally received a call that they needed to schedule yet another delivery.11 January 2016 delivery between 0800 - 1400, hot tub cover arrived at 1350 with a damaged corner...24 hours of vacation wasted...SO WILL NOT BE ORDERING FROM THEM AGAIN....SORRY ONE LESS CUSTOMER."
"I had a good experience with this company. I needed a part for my hot tub's pump. I was not sure which piece to order. I emailed them explaining what little I could about my old pump. Next day I received a reply with the part number to order and a suggestion for a sealant.
I ordered the part and a few smaller items like o'rings and sealant. They shipped promptly and for a very reasonable cost. I live in Georgia so I expected for cheap shipping they would use very snail mail but they did not. The items came with in a few days. The part fit perfectly.
I intend to order spare parts and probably new filters and chemicals from them also."
"WARNING CANADIAN BUYERS - Horrible service when it comes to trying to return items and purchase correct items. They will make you pay for shipping the item back with a 10x% restocking fee plus another $35 for Shipping correct item to you... All in American funds as well so add another 20%. They are not very accommodating when you call as well. Unfortunate because I thought they had good prices until the wrong filter was sent. Would have been better off getting it locally and paying the 50% more in price. "
"Always great service & fast shipping!"
"If you are thinking about ordering a Spa cover from the spa depot. Don't. They have great customer service people (as people) but the customer service people have no say in anything that happens. They cannot help you fix a cover issue. Why? because the person who makes the "rules" for ordering, warranty's, measurements etc... is a very immature, self centered person who treats her customer's as if they are morons and from 1000 miles away she knows more than the customer does about their own spa and spa dimensions. This person also has a personal investment (large) in the company and will do anything to their customers to protect their bottom line.
If your cover is built, and built wrong, you are out of luck and money, even if it is not your fault. The BBB will not do anything for you because of the Spa Depot's terms and conditions and fine print. Read the fine print people! If your cover is damaged in shipping and the damage is hidden, the spa depot will not take care of you. They will tell you to file a claim with the shipping company to get the "brand new" cover that you paid 300-600.00 for repaired. By the way if it is damaged in shipping, the warranty is void. Just a Warning from someone who knows, and no I am not from a competitor."
""The Spa Depot is my place for all hot tub supplies!" Everything I've looked for at various pool and hot tub supply stores where I live, I've found much cheaper purchasing through The Spa Depot.
And to top that off, I've found The Spa Depot's prices to be even lower than all of the other on-line stores that I've searched! The products are always shipped promptly and arrive in a few days. I don't waste my time searching the web for Spa products anymore, because I know I'm getting the best deal around when I shop The Spa Depot!"
"Just completed my second order with Spa Depot. I ordered a replacement main pump for my spa, plus a new ozonator. Both were very competitively priced, and included free shipping. I received exactly what I wanted, and faster than expected. I was so pleased that I've ordered replacements for my two other pumps, and these arrived just as quickly. I will definitely choose these guys again."
"I ordered a pump from them after sending measurements and photos of my motor and talking at length with a technician. They told me that if it didn't work it would cost me about $20 shipping to return it. This is their business they should know what it really costs (in this case actual shipping price I could find was $46). When I called about the motor not fitting, the tech who answered said the person that sold me this motor should have know it would not work and they hand no motors that would fit.
I wrote to their customer service about it and they did not even respond. I am now waiting for a refund. Hopefully that will not be a problem.
Filters and o-rings I ordered were fine."
"I have ordered 3 times now and great service each time. One order in peticular I found a lower priced part on a different site and used the online CS. The CS rep I was connected with was very friendly and and matched the price, she then called me to complete the order with my CC info. Definatly a repete buyer here!"
"I've ordered several things in the last few months; spa pumps, thermostats, chemicals, chlorinator, etc. Free shipping was nice, and the prices were good. All items worked as they were supposed to. We ordered the wrong pump and needed to exchange it, and they responded to email promptly and were friendly over the phone. They did charge a restocking fee, but were very up front about it. Overall nothing but good experiences; we get all our spa parts here."