Hydropool as part of the ordering replacement hottub cover process, charged me £250 for installation of the replacement cover & removal and disposal of the old cover. This was not fulfilled.... See more
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Chyna provided fantastic customer service when a small plastic part broke and stopped the spa from working. She posted the upgraded parts and I received these shortly after. Following fitting the ne... See more
Company replied
Having bought our hot tub over 7 years ago we had experienced no issues until recently when an error message appeared. On contacting Hydropool I was telephoned by their Customer Care Co-ordinator, Ch... See more
Company replied
The filters dont fit my tub though correct item on website, phoned them on Friday and they said would call back with a solution , called them 3 times today ( Tuesday )and went to answerphone and no r... See more
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Company details
Written by the company
For over three decades, Hydropool has been renowned as experts in the art of relaxation. It’s a reputation we’re thoroughly proud of. Hydropool UK is thrilled to be the longest established Hot Tub and Swim Spa company in the United Kingdom with a specialised talent for creating state-of-the-art, plush designs to satisfy your unique specification and desires. Whatever your need, we can satisfy. From Swim Spas for solo training and rehabilitation to homely Hot Tubs to enjoy with friends and family, we’ll surpass your expectations. Rest assured that when you reward yourself with the best Hot Tub on the market, you’re backed by the best customer care and after-sales teams to ensure that first dip pleasure lasts and lasts.
Contact info
The Spa Showroom, London Road, RH19 2RQ, East Grinstead, United Kingdom
- 01342 311000
3.7
Average
29 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 23% of negative reviews
Typically takes over 1 month to reply
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Customer Care/After Sales/Service Department
Having bought our hot tub over 7 years ago we had experienced no issues until recently when an error message appeared. On contacting Hydropool I was telephoned by their Customer Care Co-ordinator, Chyna, who was extremely helpful and guided us through the process of what was needed. After a short wait for the relevant parts we have our tub back and working. The two engineers (Andy and John) that visited were so helpful and explained everything we needed. Fully recommend Hydropool, amazing product, amazing staff and amazing service.
February 20, 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Jo,
Thank you for taking the time to share your experience with us. We’re delighted to hear that your hot tub has served you well for over seven years and that our team could assist you when an issue arose.
Chyna, Andy, and John will be thrilled to know their support was appreciated, and we’ll be sure to pass along your kind words. At Hydropool, we take great pride in providing quality products and exceptional service, and it’s wonderful to know we’ve met your expectations.
If you ever need any further assistance, please don’t hesitate to contact us. Enjoy your hot tub!
Best regards,
Hydropool Customer Care Team
Great repar service
Andy (repair engineer) was great. He replaced the filter pump efficiently and without drama. Also gave advice on tips for cleaning options.
February 6, 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Thank you for your wonderful feedback! We're delighted to hear that Andy provided efficient and hassle-free service while replacing your filter pump. It's great to know that his cleaning tips were helpful too! We'll be sure to pass on your kind words to him.
kind regards
Customer Care Team
Spoke to Chyna about a niche accessory…
Spoke to Chyna about a niche accessory for our Hot Tub, bought originally through the East Grinstead shop. They didn't have it, but managed to locate it elsewhere and sent me the link to get it ordered. Above and beyond, so, many thanks.
January 29, 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Thank you for your kind review! We're so glad Chyna could assist you in finding the accessory you needed. We always strive to go the extra mile for our customers, and it's great to hear that you had a positive experience. If you ever need anything else, don’t hesitate to reach out. Enjoy your hot tub!
Regards
Customer Care Team
Great service by Hydropool
Great service by Hydropool.
Luke was very efficient, friendly and serviced our spa brilliantly. Thank you
January 27, 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Hello Greg,
Thank you for your lovely review. We're thrilled to hear you had such a positive experience with Hydropool and that Luke provided efficient and friendly service. We’ll be sure to pass along your appreciation to him.
Regards
Hydropool Customer Care Team
Excellent service
I ordered a new chlorine dispenser on line just before Christmas and it came the following day. Exactly what I needed. Excellent service
December 23, 2024
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Thank you for your wonderful feedback! We’re delighted to know you had such a positive experience with us. Your kind words motivate us to continue delivering outstanding service.
Best regards
Hydropool Customer Care Team
Telephoned with a query in regards an…
Telephoned with a query in regards an outstanding order ...the lady was super helpful , she explained the situation and advised a solution ..agreed and the part arrived the next day ...absolutely awesome Customer Service!!!
December 20, 2024
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
We’re so glad to hear that our team was able to assist you promptly and effectively. Providing excellent customer service is always our priority, and it’s wonderful to know we met your expectations.
regards
Hydropool Customer Care Team
Under no circumstances buy a Hydropool…
Under no circumstances buy a Hydropool product. We have had ours for 3 years now and it’s been constant trouble. First the controller had to be replaced due to water ingress!, then the air inlet was found to be blocked, then the master controller was found to be faulty, then it started losing water, one leak was rectified but now it has nearly lost its water and this still hasn’t been resolved. It has been the worse product I’ve ever purchased. Avoid!!!
December 19, 2024
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Hello Mr Leach
We’re sorry to hear about your experience. This isn’t the standard we aim to uphold, and we’d like to make things right. Please contact us at customercare@hydropool.co.uk so we can understand the issue better and find a resolution. We value your feedback and hope to restore your trust in us.
Regards
Hydropool Customer Care
Messed up delivery day
Didn’t coordinate the right delivery date so I wasted two days staying inn .
December 19, 2024
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Hello Peter,
Thank you for sharing your feedback, and we’re sorry to hear about your experience.
Please rest assured that we are actively working to resolve the issue and are committed to ensuring it is handled to your satisfaction. Our team will keep you updated throughout the process.
Best regards
Hydropool Customer Care Team
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