Castle Hot Tubs Reviews 

I purchased a hot tub 8 months ago, recently noticed that the head rests had started to bubble and the filter cover has discoloured. When I rang and spoke to a member of staff within in the team, they had advised me to take photos and send direct to themselves. I had to keep chasing my enquiry only to be told that I have used the incorrect products so my warranty is void. I do advise when purchasing a hot tub you are made aware of what products to use and the small print in your warranty.

Had our Newgale hot tub delivered today and we just wanted to say a massive thank you. Not only is the hot tub stunning but the service from the very get go has been impeccable. We started in the Swansea store, Toni was fantastic and couldn't be more helpful, always answering our questions and despite us changing things all the time it was never too much of a problem for him, so thank you. We then spoke with Rhiannon over the phone, she was so helpful and again put up with our questions as if it were nothing, even managing to get a better delivery option for us, meaning we could enjoy our hot tub a lot sooner than we first thought, again she was so friendly and helpful. Then finally we met Gwillam & John they were fantastic and a real credit to the company. They were so friendly and helpful and ensured we had all the information we needed. As someone who works in service and has for a long time, when I see good service I have to praise it and honestly, these two should be really praised for not only the job that they did but the service that was with it. Will recommend Castle hot tubs to everyone. Fantastic. Thank you once again.

After looking around at many online companies we found what we were looking for from our local company Castle hot tubs. We ordered our hot tub in May and was advised it would be delivered middle of July. We were kept well informed at all times and if I had any questions I just sent a quick email and was replied to right away. Was given a delivery date and our hot tub was delivered first thing that morning, the delivery guys were great and very knowledgeable. They went above and beyond to get the hot into our garden which they described as difficult access, but it was no problem for them! We absolutely Love the hot tub we are in it every night. It's beyond what we expected. I have even had call from the after care team just checking everything is ok. I would and will highly recommend this company to anyone looking to buy a hot tub in West Wales!!

Excellent service. Just had our hot tub from Castle hot tubs. From ordering to delivery we received an amazing service! We bought the Barafundle hot tub and we're loving it. We're in it every day! We would highly recommend castle hot tubs if your in South Wales!!

Don't trust this company. ordered a hot tub in July to be told delivery would be in september.company phoned to cancel first delivery date and arrange a new date.phoned again today to cancel second delivery date because tub is not in UK yet.when I ordered they promised me that tub was made in UK and not china. When I queried it today after they cancelled date again Ithey said that on no occasion did they mention the tub was made in UK and called me a liar.order has been cancelled.do not trust them.

I originally bought from this company via Amazon, then switched to buying direct. No problems in either case. Placed an order on 1st June with 3-5 day delivery. Made allowances for lockdown. Followed up 10th June via email. No response. Followed up 11th June via chat (no reply) and phone (calls bounced around then cut off. Returns and refunds policy states that in the case of delay customers will be kept informed. Not happened. Growing concerned that this business has quietly closed its doors. Hoping to hear from them via email.
UPDATE 15 JUN 2020
I was telephoned within an hour of posting this review. It was quickly established via tracking that my parcel was damaged and being held at the courier's depot. My order was repicked in the warehouse as we spoke. Four days later I have all the items I originally ordered. Confidence restored enough to give five stars. Shame communication broke down.

Ordered some products online over 5weeks ago and paid for 24hr delivery. I Immediately realised I’d missed something off so i tried to call to amend but They had shut the phone system down for online orders. They had kept their showroom phone lines open through lockdown Yet closed their main office number down. Eventually after repeat emails and pestering calls to their showrooms somebody called me back and advised me it was too late to amend (wouldn’t have been if I’d have gotten through on the phone) and was told to place a second order. Funny how I can call each showroom and they answer immediately yet to resolve any online order issues the only way to contact them is via email..........convenient.

The second order failed to arrive and we are now 5weeks later.......

I’ve Had to open a case with PayPal for a refund (which they haven’t responded to) so won’t be using these again.

I’ve since used multiple other online companies without any issues so don’t bother trying to use lockdown as your excuse!

We have a passion spa, installed by a local company near us in dorset, the aftersales etc has been poor and trying to get the replacement filters / chemicals / ans servicing has been an up hill struggle from day one, its a joy to trade with this company, nothing is to much trouble, a credit to the industry.

After looking around for a hot tub for a few weeks I decided to buy from Castle Hot Tubs after reading many excellent reviews and speaking to the owner, Yan. I opted for a BeWell Canadian tub after some good advice from Yan and once again, reading some great reviews.
Delivery was organised perfectly by Rhiannon, she kept me fully updated throughout.
It was delivered on Thursday, my original plan of it being lifted over the fence was thwarted a little when the lorry was too big to reverse down the green lane next to my property. The two lads from Castle were quite happy waiting whilst the driver tried in vain for an hour, we then discussed cutting out a section of my fence so we could then slide it into place. Section of fence removed and in went my tub, it was sited exactly where I wanted it and installed without issue. The lads gave me a full run down of all the amazing features and also a tutorial on caring for the tub.
I'll admit to soon forgetting most of what I'd been told but then I received an email from Rhiannon outline the care of both the tub and water quality.
Would I recommend Castle?? Absolutely!! Great advice, great price, great service and from a company that's well established with an excellent reputation.

I've talked myself in and out of having a hot tub for years. So glad I went to Castle Hot Tubs. The access to my house isn't the best and where the tub was going to go was down some steps. They made all of it look easy. Its easy to maintain with simple steps on a daily basis that takes literally a minute to do. I'd recommend them as the place to go for your hot tub.

I started using Castle Hot Tubs for filters and chemicals last year after 8 years of over priced goods and mediocre service from the supplier of our tub. The change to Castle was noticeable immediately, I bought 5 new filters for the same cost as 2 from the original supplier, chemicals were also a lot less costly. The speed of delivery is very impressive.
However, recently our tub tripped the fuse in the house. Each attempt at resetting the fuse resulted in the same dead hot tub. I called one local tub repair company and the original supplier to be told by both that it would cost £110 for a call out and the first hour on site. Any further time and / parts would be extra. After a lot of deliberation I decided to call Castle to ask advice. Castle hot tubs are in Wales and I’m in Surrey so I expected my request to be politely refused.......how wrong was I? After a brief but fun chat with Belinda I was transferred to Yan who was brilliant. He talked me through a series of steps to get to the control box and then how to identify the part causing the fault. Without any previous experience of “fiddling” with hot tubs or any skills whatsoever in electronics or electrics, I was able to find the faulty part, the circulation pump, within an hour of starting. A second call to Yan with the details and I was told the part was in stock. I paid for the part over the phone, Yan told me to call back if I needed advice with fitting the pump. The pump arrived the following day. Fitting the pump was straightforward and I nervously switched the power to the tub back on and felt really pleased with myself when the tub sprang into life.
A massive thank you to Castle Hot Tubs and Yan for the help, advice, support and confidence they gave me. This should be the standard of customer services ALL companies deliver.

Absolutely outstanding, friendly and flawless customer service and support from Castle Hot Tubs. As soon as we visited the showroom in Swansea we were welcomed like friends by Sally and Dieter. They took time to show us the features and aspects of their spas and were not pushy and we felt very relaxed there. We then purchased an Oceana 2 tub and Tony came to do the site visit to make sure everything was in place for the delivery. Tony was great and very personable and friendly. We then waited about 9 weeks for our tub to be delivered and we were kept up to date by Rhiannon who always takes us through everything and arranged the date and logistic side was was lovely. The day came and right on schedule arrived Morgan and Mark who I must say are a HUGE credit to Castle Hot tubs, absolutely brilliant boys!! They took time and were very professional and easy going. Nothing was rushed and they made sure everything was in place and set up correctly. They demonstrated the tub after it was set up and went through the features and answered all our questions with enthusiasm and expertise. Rhiannon even called us today to make sure everything is ok and is sending over more details with aftercare for us via email. THANK YOU Castle hot tubs!!!! From start to finish, outstanding!!!! Great knowledgeable, friendly, approachable people from start to finish, every step of the way. If you are thinking of getting a hot tub, this is the place to get them. Don’t bother with the cheap versions you may see online or certain retail stores either, these ones at castle hot tubs are solid, real American/Canadian quality tubs that won’t disappoint!!!! Very, very happy customer.

I ordered some hot tub chemicals and they were delivered on the following day. Unfortunately one of the items was damaged in the post. I emailed Castle Hot Tubs and had a very prompt response from Belinda. She was friendly and helpful and arranged for a replacement item to be posted out immediately. Fantastic customer service and I will certainly buy from them again. I highly recommend this company.

I recently purchased some repair/service items from Castle Hot Tubs to rectify a defect with my tub. Although the items were required to service the tub they did not rectify the defect. I contacted Sarah at Castle pursuing the on line offer of free telephone advice. Sarah listened to my description of the problem and immediately suggested a remedy that I could attempt. It worked and my tub is up and running. I cannot thank Sarah and Castle enough and as a result I intend to obtain my hot tub requirements from Castle Hot Tubs. I would have no hesitation in purchasing a new tub from Castle. I do however hope this is some way off.

Brilliant customer service. We ordered two hot tub filters and they arrived yesterday and one was damaged in the post. E-mailed and had an immediate response and a replacement in the post today. Extremely pleased with the service we have received and will certainly buy from them again. Not only that but their price was the best we found as well!

Top class service. We visited castle hot tubs at thier Swansea store. We had been to many other hot tub suppliers and were left confident about the quality of hot tubs and service we were getting as well as a super deal on the price. We purchased 6 hot tubs with them to go in our holiday lodges. The service we received from sales staff to the installation team was fantastic. We have now had the hot tubs in for 8 months and had no issues. Every first we have had had commented how awesome it was having the hot tub. We Cannot recommend this company highly enough.

An excellent company that is very knowledgeable about hot tubs. Completely reliable and on the very odd occaision if you do have a problem the very friendly staff go out of their way to help. When I think hot tub and hot tub accessories I think Castle hot tubs and I wouldn't consider using anyone else. They deserve their 5 stars.

I ordered a spa jet & the wrong one was sent.
I emailed the company & Belinda immediately sent a replacement. She was a pleasure to deal with & I wish life could always be as easy.

Pat Martin

A fantastic company to deal with. Extremely knowledgeable people who are always on hand to offer advice and ensure you are only buying what you need. Speedy delivery and a pleasure to deal with from start to finish.

Upon receiving only a part order I contacted castle and spoke to Belinda who was amazing with her interpersonal skills and promptly dispatched a new order