Hotspring Southwest & Wales Recenzje 

We dealt with Hotsprings Bristol over two months ago and, following advice from Terese, paid a £150 refundable deposit to secure an interest-free finance offer that was being promoted over the Bank Holiday weekend.

We were explicitly advised that the deposit was fully refundable, and we have email correspondence confirming this.

As this would have been our first hot tub purchase, we needed more time to consider our options. The day after paying the deposit, we contacted Terese and requested a refund.

Since then, we have spent over two months chasing the return of our £150 deposit through numerous emails, phone calls, and even a visit to the store, which now appears to have closed.

Based on our experience, I would strongly caution anyone considering purchasing a hot tub through this company.

As all attempts to resolve the matter directly have failed, we now have no option but to contact our bank and pursue a chargeback to recover the funds.

UPDATE- Refund finally received from Hotsprings over 3 mths later

This review relates to the service side. Our tub itself has been great mostly, has needed a new circuit board and pump starting to go but have had it nearly 10 years.
Having taken prepayment for a service on 22/4 of £399 ,booked for 27/5.They request a date change to 20/5 which is agreed.
Engineer calls 830am to say wil be between 3and 5pm. I query this as is a gold service of 4ish hours and how would he have time. He said he would. At 430 he rings to say he could come at 530 but will not complete it. Too many jobs on. Says not his fault! I ring service department who are unaware this was going on, I request a refund given no service was done, my time was wasted and I have lost confidence. This was agreed. We are now 2.5weeks later, I still have no refund, have had to pay another company to do the job and just keep being told they have chased accounts....
I sent an email to their customer service who sent it to the same department who keep not helping. There is no way to escalate it.Under UK law this refund should take at the absolute latest 14 days. Will need to do a chargeback. I understand they do not control subcontractors , and imagine the person in the office is indeed chasing the mythical account department,but I am frustrated . Not to mention the excessive waste of my time. I will never buy one again on the basis of such poor customer service , and the withholding of such an amount of money. Be cautious regarding service bookings in the Swansea area, esp as need to pay such a long time in advance

We wanted our hot tub to be summer ready. Paid £499.

The engineer lied to us. And lied to Hotspring.

He had not cleaned it well at all.
Photos were emailed and another engineer was sent. He was appalled at how the tub was left.

It’s been such a good experience from initially meeting Sue Pascoe in Swansea to her continued good communication ever since through to the delivery of the hot tub.
The delivery lads,Justin,harry and Jack were really hard working and polite throughout the hours they were here.
Well done to all we would certainly recommend hot springs to friends and family
Thank you
Mary Rees

We have had our Hot Tub for about 14 years and the time came to order a replacement lid. This we did in mid-December ‘25 and today it was fitted by Ted who brought it all the way from Bristol. The delay was nothing to do with Hotspring Southwest, that’s just the lead time from the States, Very happy with the communication and service throughout and now we can use the tub again, once the heatwave is over!

Great service, looking forward to enjoy are new jetsetter hotspring hot tub

We purchased our hot tub from Hotspring hot tubs 14 years ago ,we are still using it regularly nice to chill out after a long day at work. Would definitely recommend “Hotspring Southwest&Wales who trade from Cadbury Garden centre. We had a very knowledgeable staff member (Rose) who catered for our every need .
Les n Ang

I purchased a limelight beam from Bristol. After a difficult install experience im pleased to say things have been out right by Genna from the Bristol store and i now look forward to enjoyable evenings in my hot tub

So far excellent!
From my initial phone enquiry, to the showroom visit / wet test - Terese was excellent. Genuinely interested in my needs , not just selling me the biggest and most expensive, but listened and helped with the process, no pressure.
I bought an ex demo that was in stock, so didn’t have to wait, but was kept fully up to date with delivery and installation requirements.
Then yesterday when it was delivered , Justin and Pavlo the technicians were fab. On time, really professional and careful. Showed me how to operate as well as a lesson in chemicals and made a note of an issue with the cover lifter I’m assured will be rectified.
I’ll be honest, I’m impressed with the service of this company. I’m fussy, prob a bit of a nightmare at times, but I recognise good service so it’s a thanks from me so far 👍

Shell fade less than a year not covered on
Warranty HOTSPRING in southwest don’t want to help they tell you to go direct to America stay they take your money then don’t want to know

Been and got some more supplies for my Tiger River spas today from hotsprings. I've had my Tiger River Bengal hot tub for 24 years and I can honestly say it's never broken down and we use it every day. We keep it clean and look after it and can't rate either the hot tub or service highly enough. If / when it eventually reaches the end , we will certainly be buying another one from Hotsprings Hot Tubs.

Fantastic customer service, particular note on Faye with her attention to detail and excellent communication throughout. Really happy with our hot tub and installation, highly recommend

We recently bought a HotSpring tub and couldn’t be happier! The whole process was smooth from start to finish, the team were friendly, knowledgeable, and helped us choose the right model for our space. Delivery and installation were handled professionally and everything was up and running in no time. The tub itself is fantastic , solid build, looks great, and feels amazing to use. Highly recommend both the product and the service.

I cannot praise Faye Smith and the team highly enough. Their service was truly outstanding. They supported me with a failed part well beyond what they were required or entitled to do, and the whole experience was handled with care and professionalism.
Faye was an absolute pleasure to deal with — cheerful, helpful, and genuinely went out of her way to assist. The wider team behind her were equally supportive and efficient. It wasn’t just going the extra mile — they went the extra marathon!
A huge thank you from me for the exceptional service and kindness shown. I would wholeheartedly recommend to anyone

Avoid at all costs, only after your money and don’t care about you once they have it!

We first ordered the hot tub back in June 2021, we were given an estimated delivery date of Oct 21. This came and went so we chased for an update and got a blunt response and was given a new estimated date, which also came and went. Again we chased and eventually a year later the hot tub finally arrived. We certainly weren’t told that it would take a year for delivery when we paid a deposit!

It was delivered with a faulty heater so we couldn’t use it until that was fixed! We complained about that but we were fobbed off with no meaningful apology for the year long wait and the faulty part!

I booked and paid for the gold service and on 20/09/25 I informed the service team that I think the jet pump had an issue. Faye responded saying she would send out the engineer with a replacement part should it need replacing under warranty.

The service was completed and the engineer assured me he had cleaned the lid, but he hadn’t so he lied to me (see pics). Before he left, as I was signing the paperwork he was saying that I had about 2 years left on the five year warranty and that had the part not been covered under warranty it would have cost me about £600.

About 20 minutes after the engineer left, I then get a call demanding payment for the part that was fitted I have to pay for it even though two different employees told me it was covered under warranty.

I have been locked in a stupid argument with the service department who struggled to offer any meaningful apology and will arranging for an engineer to remove the part fitted and hopefully complete the service.

I rarely write reviews but feel it is important to help avoid others wasting thousands of pounds. Be warned before you buy. Nothing but problems with our hot tub. Again we have had a whole summer and autumn without our tub! If Hotsprings need to order parts, it can take months as parts are only delivered to the UK once there is a full container! Then you have to wait for a fitter to come and replace the parts who then does not only not turn up, but does not even have the courtesy to inform you!! So disappointed. Another days annual leave wasted. I truly regret investing £12,000 with Hotsprings, complete waste of money as we haven’t been able to enjoy it. If you are looking to buy a hot tub, please take my advice and purchase from a company that can actually provide support when needed.

I sold my hot tub back to Hot springs on the 8th September. I was told I would be paid within 48hrs. I am still waiting and have called and spoken to both sales and service team. All say they have passed on my request and I still have not heard anything, not even acknowledgment. Honestly shocking.

On the back of the response received from Hotsprings it’s worth noting that it’s at the customers fault. Not possibly due to their complete unprofessionalism. How hard is it to take down bank details🤣

Asked for a refund on our deposit and got abuse. At no point we're we told refunds non refundable, not even a pre order done but they keep refunds, easy money! Took months for MD to say NO, We're not the first! Absolutely shocking attitude at times...Endsleigh Store Ivybridge

With Hotspring Southwest we been extremely satisfied with the consistency of service we have received. After 10 years we decided to re-visit Cadbury Garden centre, where we originally purchased our Envoy, to order a replacement cover and imagine our surprise when we were met by Rose who sold us our hot tub in 2014.

The covers may have changed but Rose has remained an absolute delight to deal with and covered all our questions with friendly professionalism. If you are after a hot tub then Rose at Hotspring Southwest is your one-stop-shop.

Genna was so easy to talk to and really helped with all our questions. Hot tub purchased for my parents and the whole vibe made it easy for them. Really really pleased, thanks Genna

Even had water and treats for my dog