“We purchased a pump for our hot tub from this company in September of 2022. We did not have a chance to install until October and unfortunately the pump was defective. Because we were outside of the return window of 30 days I emailed the company directly to let them know about our situation. They informed me that if I paid the shipping ($80) and sent the defective pump back to them, they would test it and either send a replacement pump or refund my money (including the cost to ship it to them). In good faith I did so. Once they received the defective pump they did offer to refund me the funds to my bank within 28 working days. Now that it has exceeded those 28 working days the company has completely stopped all communication with me, no replies to my emails and still no refund. The process has taken over 6 months and I feel like I’ve jumped through hoops just to end up being scammed. Not only did I spend nearly $400 between the defective part and shipping, but also the extra $80 to ship it back and now they have the part and I’m stuck with nothing. I really had faith in this company especially when they originally were extremely responsive to my emails in the beginning - but unfortunately I was just conned into spending more money so they could get their part back and leave me broke. Buyer Beware.”
“They sent a damaged pump
They sent a damaged pump, I contacted them by email to resolve the issue. After a couple emails back and forth, jon the director of the company, just sent some parts without asking if that is what I wanted. When I realised he had done that, I said I wanted a new pump, I’m not paying for something that is damaged, then told to fix it myself. Jon didn’t like me saying I wanted a new one. He started giving me abuse and the rudest I have ever been spoken to by someone!! This is the last email I got from him. All I was saying is I wanted a new pump. Don’t know where he’s got the bullying claim from. I guess he couldn’t handle the fact that, he sent me a damaged pump and I wanted new one. I’m in every right to say I want a new pump not some spare parts.
Jon Pennington
Technical Support
Hi,
please understand that customer service doesn't mean sucking up to people that bully companies, customer service means dealing with faults and problems that relate to orders. We dont have to tolerate bullies like you who think they can be pushy on emails and lay down demand after demand. We occasionally get keyboard heroes like you come through and have a zero tolerance on it. Please stop replying with petty insults that make you sound like a scolded child, man up see that we have tried to help and then get a grip of the situation!
Simply put part of the pump has been damaged transit. Your options are to return the pump which if you seek the advise from citizens advice you have 30 days to do or accept the parts that we have sent which are easy to replace.
Appalled? - your a joke! we sell parts for hot tubs - your not sending emails to your childrens school teachers!
You can make your own judgment on Jon Pennington, but I would suggest not buying anything from hot tub diy. Absolutely shocking behaviour from the owner.”
