“Small crack appeared in the sand filter container, this got larger. Tried getting it replaced under warranty and they said warranty only covers "full spa items" whatever that means. So their plastic junk ruptured and they don't want to fix it. I would not buy from them again.”
“Problem with the liner, bubbel in the liner, it is a problem that is known!!! After garanty of 2 years not possible that they give help, you have to solve the problem yourself.”
“Beware of their attempts to trick you with their charming and convincing speech. Regarding transaction management, they are a complete nightmare. They have not only failed to restore my initial investment, but they also won't give you my hard-earned gains. I was personally duped by them, but thanks to L O U D O U I N / C O M careful tracking, I was able to recover my money and profit, and they returned my access to my banking to me in a matter of days. Give them a try.”
“Pool poles rusty after 3 MONTHS BRITISH SUMMERTIME USE ! Have used it completely as specified. No harsh environmental reasons etc. Just faulty pole metalwork. They are agreeing to replace 11 poles after an extremely lengthy returns reporting process. I have had video call, phone CALLS, emails, online chat etc to prove I am not lying about this issue! As if I don't have better things to do! Still in the process of trying to get all 24 rusty poles replaced for this season. It's so disappointing. Will definitely not use this brand again, maybe one day they will replace the faulty poles?”
“BUYER BEWARE - No return policy even if the product is HORRIBLE! They have a contact form to fill out and they call to tell you there is no recourse. Don't stand behind their product.”
“Airbed unboxed and found to have a minut hole in it. As I've had it more than 60 days, Aldi point me to Bestway....but Bestway will not stand over it. They say they warrant the Queen sized bed, but not the Single. An absolute cop-out.
Avoid, they are not the best way!”
“The worst company if there is a fault with their product. I bought an air mattress for my son (during a house renovation), which deflated. It took 2 phone calls and 6 emails where they kept saying I needed to provide evidence of the fault.
As you can imagine for a single house having a house renovation for her disabled son, this wasn't easy. So i begrudgingly went around the whole mattress with soap solution which still didn't find the fault. So I plus had to spend the day recording the gradual deflation of the mattress ) Phoned on the 11th October, and been chasing them for a month.
I have never come across a more unhelpful, uncompassionate company.”
“Don't ever buy a lazyspa/bestway product.
You will end up incurring extra costs to fill and reheat hot tubs after they are replaced under warranty
Not only are they badly made but the warranty process is very timely and complicated and their customer service is awful.
I have now had Helsinki pump and liner replaced twice due to the same faults.
After going through the most complicated time consuming warranty process twice on the first claim I asked for some contribution towards having to fill and reheat the hot tub but was immediately refused.
On the 2nd claim we had the liner delivered but no lid or cover which had been included with the liner replacement on the first claim. We had thrown away the lid and cover so contacted them that it hadn't been delivered. After going through numerous emails with them they consistently advised that would not replace the lid & cover and basically said I was lying that it had been delivered on the first claim. Why would I have thrown away if I hadn't had it replaced before.
I asked for a discount on the cost of £150 for the lid/cover but again refused. So now not only will I incur extra costs to fill & heat the hot tub I have to pay £150 for the lid/cover.
Disgusting greedy company with no empathy.”
“Do not trust this company, do not honour their warranties, because I bought it from a friend, unopened within a few days of original purchase Bestways are using this to get out of the warrenty, Motor packed up 9 months after original purchase.”
“Bought lazy spa, from a supplier on eBay, it got a split in it on the seem not a puncture. Got in touch and they got me to set it back up twice after putting it away in the shed. Took photos and video of the whole only to be told months after the warranty doesn’t exist as I bought from 3rd party?? They knew this to start. It was brand new sealed in the box when I got it. Now they blame the seller and vice verser!! Told them I just want it swapped, The warranty is apparently void because I didn’t get it from their factory. If I buy a new car, the warranty stands no matter who sells it. Shame on this company, no help what do ever just constant pass the book!!!!”
“Problem with Lay Z Spa Paris. Shocking customer service. Illiterate girl couldn't even get the email address right.
Tried to complain - Joseph tells me that there is no complaints procedure???!!!
PS for sale - one giant paddling pool!!!”
“Bestway support are shocking…
Bestway support are shocking…
Have an issue with water coming out of the bottom of the Layz Spa Miami Airjet pump because the non return value has failed in the liner (non servicable part btw) and also in the pump housing, but they say this water leakage is normal. No it's not Bestway L.M.A.O
Maybe everyone should email the CEO
Zameer M.Choudry
zameer dot choudrey at bestway dot co dot uk”
“DO NOT BUY FROM THIS COMPANY
deserve to go bankrupt ! Absolutely shocking product and no aftercare. Checkout all review sites and Facebook.
DO NOT BUY FROM THIS COMPANY
Buy cheap buy twice !”
“Very poor quality hot tub parts and very poor customer service.
I purchased the Lay-Z-Spa Palm Springs Hydrojet hot tub @ £499.99 on 2nd May 2016.
Since purchasing the hot tub, I have made two warranty claims with Lay-Z-Spa (Bestway), one was to have the liner replaced after it failed with air trapped underneath between the layers (September 2017) and a second time, when the pump unit failed to blow bubbles (March 2018).
I am very disappointed to say that the pump unit has failed yet again, initially showing an error 04 error, followed by an 02 error.
I reviewed the manual and followed the guidance as per the instructions and was unable to clear the error, but then noticed that there was water leaking out of the unit which was coming from a pipe connecting the air blower to the outlet.
I reached out to Lay-Z-Spa to ask if they could provide replacement parts or repair, but they have said no to both points. (Please see the extract from the email below).
Having paid £499.99 for the product I expected:
a) not have defects like mentioned above so early into its life
b) for the pump parts to have failed in this way - cracking plastic.
c) for them not to offer any support / spare parts
This is a premium product and as the parts are not user replaceable (according to Bestway) they should last a reasonable period and < 4 years is not reasonable given the price (and the fact the unit was replaced under warranty in March 2018) and so is actually 2 years old.
I would have expected Bestway to have offered better support, given the issue is down to a manufacturing defect, where the materials users are not fit for purpose and of satisfactory quality.
The material used for the two pipes that have failed clearly isn't suitable (hence the cracks), other pipes haven't cracked like the ones in question so it seems its down to the wrong plastic being used by Bestway!
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Copy of email from Bestway:
Thank you for contacting us.
Unfortunately, Bestway do not supply the internal parts of the pump as the pumps are not user serviceable. I would also advise that we do not offer an out of warranty repair facility.
The decision to not supply the internal parts was made by Bestway and is to ensure the safety of the products and our customers, if an internal part was changed incorrectly this could lead to further problems with the spa.
Unfortunately after reviewing the proof of purchase provided we can advise that you are no longer within the warranty period, having purchased the spa on 02/05/2016. We offer a warranty across several our products for up to 2 years, which provides support during the first few years of your hot tub ownership.
Unfortunately, on some occasions, things can go wrong outside of this period and we’re not able to provide the same level of warranty.
We are aware of the terms of the Consumer Rights Act 2015 with purchases made on or after 01 October 2015 .
Your rights under the Consumer Rights Act 2015 are against the retailer – the company that sold you the product – not the manufacturer, so any claim you have will need to be made with the retailer.
We have provided a link below where a complete pump can be purchased:
LINK REMOVED
We apologise for any inconvenience this may cause.
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So I will now have to go back to the retailer, or my credit card company if that fails, when Bestway could have supplied me with the 2 pipes (that are connected with jubilee clips), that should cost less than £10 (and that should not have failed in the first place) yet their reply is that I need to spend £499 to buy a new unit (which is out of stock) on their website - probably because of their high failure rate.
I won't be giving them another penny of my money to Bestway and will buy a real hot tub next time.
Don't buy from these cowboys!”
“The manager of the branch in lewisham absolutely rubbish .he couldn’t speak properly . I’m as new customer never ever back to this cash and Cary . I give u 0 to 10 Number 0 .and in website mislead information. I’m strongly suggesting you before shopping check the price in Tesco or Sainsbury’s . I had plan to complain about that man but is not worth it.when Company put him as manager . You can see how they rubbish”
