"3 Star rating for a supposed 5 Star product" Jacuzzi were recommended to me by a friend as being the best product of its type. Our Jacuzzi was installed on Thursday 14th August and was not used until Sunday evening 17th August. As can be seen in the video, the jacuzzi was leaking from somewhere within the unit. Outdoor Living, where our Jacuzzi was purchased from were excellent in resolving the issue. I contacted them first thing on the Monday and an engineer was on site the following day to fix the issue. It turned out that the fault was a manufacturing defect. The pipe leading from the pump was leaking and had to be replaced. The leak caused a mess in the body of the Jacuzzi and whilst it will no doubt naturally clear, this should never have happened. Unless Jacuzzi can advise why this was never noticed when the wet test was carried out during a quality inspection after manufacture. One good thing is that the Jacuzzi itself is really really good. However, the leak has dented out confidence in the product and which is why we have given it such a poor rating. Considering the financial outlay for this Jacuzzi, this incident is not what my wife and I would have expected to have happened. Jacuzzi UK - feel free to get in touch and discuss further. Best Wishes, Ronnie.
Reply from Jacuzzi®
Dear Ronnie,
Thank you for sharing your feedback with us. We sincerely apologise for any confusion or frustration caused by the review invitation email and the subsequent lack of direct follow-up. At Jacuzzi, we take great pride in delivering a premium customer experience, and we regret that this part of your journey did not meet the high standards we set for ourselves and that you rightly expect.
We appreciate your patience and understanding regarding the pump leak issue, which, as you know, was promptly resolved by the dealership overseeing your installation. Quality control and wet testing are important parts of our manufacturing process, but occasionally, issues can arise during transportation, and we are committed to addressing them swiftly under warranty.
Regarding the review invitation, it is sent automatically and intended to encourage open feedback, but we understand it may have given the impression of a missed personal response. We acknowledge this can be confusing and are actively working to improve communication around customer feedback to ensure clearer expectations.
It is very encouraging to hear that you continue to have confidence in the Jacuzzi brand despite these challenges. Your trust means a great deal to us, and we value the constructive feedback you’ve provided.
If you would like, we would be happy to contact you directly to address any further concerns or questions. Please feel free to reach out, or let us know if you prefer to continue working through the dealership.
Thank you again for your understanding and for choosing Jacuzzi.
Kind regards,
Jacuzzi Customer Care Team
