Award Leisure Reviews 6

Bought replacement parts, pipes and fittings. Couldn't buy from other place I wanted to as they were closed till 22nd, (should of got from hottubpartsuperstore, would of been cheaper, arrive same time, and would of not got my order wrong)...

Took an entire week to dispatch and I had to keep calling them.
Their website doesn't have photos and misleading names on the listings.
Ordered a "heater union" and only the heater union "split nut" came, without the heater union "tailpiece". When I emailed them about it this is what the warehouse manager said:

"The parts are correct to what he ordered. The heater union does not come with a tailpiece as the heater union pulls the heater onto the plumbing, whereas the pump union pulls the plumbing onto the pump. They are different items that work slightly differently. This is also why the pump union is significantly more than the heater union"

Refusing to pay for postage of the item to return.

Safe to say, they got no idea what they are selling, hence why there are no pictures on these listings. Don't think it's malicious, just pure incompetence.

Just buy else where.

This company are recommended by Beachcomber for spares, they are less than interested in being helpful and the manager’s customer service is so wet he clearly makes use of the goods!! He was totally apathetic and in the end it was quicker and cheaper to order the parts from Canada. They arrived faster than any reply from this company to my emails or calls… if you are buying from here don’t expect after sales service !

Don’t buy ANYTHING if you think you may needs spares in the future

I'm so glad I purchased from here, I did my shopping around and could have gone somewhere cheaper.
I told the sales people this and they did a helpful comparison with evidence to back up running costs etc.
I tested the spa here and another company and it was clear who won.
My hot tub was a week later than first told, but they did keep me up to date and got some free chemicals as an apology so all good for me.
I've had the spa a few months now and couldn't be without it.
The aftercare people are helpful on the phone when I have any chemical concerns.

We have been dealing with Harry Award Leisure at Lutterworth. He has been exceptional. He gave us advice on what to look for in a hot tube and all the things you need to consider from electrics to positioning, running costs etc. He has kept in touch on a regular basis without being intrusive and answered any questions without an problems. Would highly recommend.

Lied about the delivery lead time to get me to buy. Delivered an under spec product to the one I had ordered and paid for. Did a full site inspection for delivery with a quote only to find this was wrong when they came to deliver and then charged me for the use of a crane! Came to fix one of many residual issues only to damage the hot tub further. Still awaiting repairs after 9 months. I can't advise anyone more ferociously than this. Stay away! At best completely incompetent, at worst scam merchants!

Took delivery of a Westwood Hot Tub in 24/09/21 and since then, all I have had is issues and the customer service has been extremely poor, the black filter vent turned a whitish colour after 1 month and has not been replaced and I've had to continually chase them, the hot tub cover, the stitching is coming away and so far no date of a replacement, the pumps are not working correctly, engineer visited and he said it was a warped filter, they have not replaced filter. I have fitted a new filter myself, but the pumps are still not working correctly. Seems like once the purchase has been made they don't want to know you.