parts are not always available and the cost is not low, but service good and prompt delivery, last point, the hot tub is great, not let me down at all, would recommend.
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Review summary
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Reviews shaping this summary
Ordering was easy and the installation team arrived when they said and installed the cover very quickly (5 mins max). Communication needs to be improved as the installation was not booked initia... See more
Very quick delivery, all items well packaged, easy to order
Company replied
Ordered a new cover for my Serenity tub. Order dispatched promptly and good tracking information given. Unfortunately the wrong size was delivered although this wasn't obvious until it had been open... See more
Company details
Written by the company
Hydropool is the UK's longest-established specialist retailer of hot tubs and swim spas, proudly serving customers since 1997 with 29 locations nationwide. We believe in the transformative power of water and its ability to enhance your well-being. Whether you're looking to stay fit, recover, relax, or simply have fun, our hot tubs and swim spas are designed with innovation and creativity to support your lifestyle. At Hydropool, we’re passionate about providing the perfect water experience for every moment, every day.
Contact info
8 Turnberry Park , LS27 7LE, Leeds, United Kingdom
- 01342311000
- customercare@hydropool.co.uk
- www.hydropoolspas.co.uk
3.7
Average
183 reviews
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Replied to 25% of negative reviews
Typically takes over 1 month to reply
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Absolutely dreadful product
Absolutely dreadful product. Bought a hot tub which leaked from the very start. Had multiple repairs but continued to leak. Company closed its Scottish base but they were extremely unhelpful and could basically not fix the tub as it was not fit for purpose.
Eventually had a local independent company look at it and he informed us that it was the worst hot tub he had ever seen. After 12 years of having a Beachcomber (an excellent product) we are on the verge of scrapping the product after two years as it’s unusable. Don’t go near this company or product, you will be throwing your money away as I did, £10K to be exact.
June 3, 2026
Unprompted review
Order dealt with promptly
The order was received very quickly and the items were exactly as ordered.
May 19, 2026
I received notification of delivery…
I received notification of delivery from you by email on the evening of Thursday, 7th May. It informed me that my item would be delivered the next morning (Friday) and would need to be signed for. We were away that day or could have been working anyway. All attempts to contact Hydropool directly failed. Emails to customer services were bounced back undelivered and phonecalls unanswered. It appears there is no centralised contact for Hydropool in the UK . I would have thought that after having paid a delivery fee of £50 (to how?) that would have entitled me to some advanced notice and choice of date around date and time of delivery.
May 7, 2026
Ordered the wrong filter
Ordered the wrong filter. Returned in the original package and still waiting for a refund. Paid postage for return. Customer services not responding to emails no phone number to call hydropool.
April 14, 2026
Poor Website information
The Hydropool website did not state which filters were compatible with which Hot Tubs so you have to guess. I then wrote to the customer support and asked for confirmation that the products I ordered were compatible with my hot tub. They failed to answer the question so I have no idea if they will fit. Waiting for the delivery to check.
April 9, 2026
Filter was delivered very promptly…
Filter was delivered very promptly however the replacement filter cap took over four weeks to arrive
March 31, 2026
I ordered 2 items and only 1 was…
I ordered 2 items and only 1 was delivered,despite,the paper included in the packaging indicating 2
March 31, 2026
First for a long time the chemical…
First for a long time the chemical dispenser was out of stock. When it came available I immediately ordered one. You accepted my payment and then did not deliver it with no further communication. When I checked the tracking it said it was coming next day. In fact it turned out to be out of stock again. It has taken months to get this and poor or no information from you. Very poor performance.
March 9, 2026
parts are not always available and the…
parts are not always available and the cost is not low, but service good and prompt delivery, last point, the hot tub is great, not let me down at all, would recommend.
February 17, 2025
quality not as good as previous cover
December 3, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Dear Jayne,
Thank you for your review. We’re delighted to hear that your order arrived quickly and that the lid was a perfect fit. Your feedback is greatly appreciated and helps us continue providing excellent service.
Kind regards,
Hydropool Customer Care Team
Speedy and efficient delivery.
December 18, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Dear Tasmin,
Thank you for sharing your experience. We’re delighted to hear that your delivery was speedy and efficient. Your feedback is greatly appreciated and helps us continue providing excellent service.
Kind regards,
Hydropool Customer Care Team
Reply from Hydropool Hot Tubs and Swim Spas UK
Dear Paul,
Thank you for taking the time to leave a review. We’re pleased to hear that your order arrived quickly. Your feedback is greatly appreciated and helps us continue to provide a reliable service.
Kind regards,
Hydropool Customer Care Team
Reply from Hydropool Hot Tubs and Swim Spas UK
Dear Steve,
Thank you for your review. We’re delighted to hear that you’re happy with your item and that it arrived quickly. Your feedback is greatly appreciated and helps us continue providing excellent service.
We look forward to assisting you again in the future!
Kind regards,
Hydropool Customer Care Team
Replacement cover delivered without…
Replacement cover delivered without notice and driver not briefed to install the replacement and take away the old cover.
November 24, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Dear Michael,
We’re very sorry to hear about the issues with your replacement cover delivery. This is not the experience we want for our customers, and we appreciate you bringing it to our attention.
If this matter remains outstanding, please contact us via our support form at https://hydropool.co.uk/dealer-support/
Or by phone on 0113 272 7442. We will ensure the correct installation and collection of the old cover is arranged as soon as possible.
Thank you for your patience, and we are committed to resolving this to your satisfaction.
Kind regards,
Hydropool Customer Care Team
Appalling customer service
Appalling customer service, no way of contacting seller to return product as it’s the wrong product.
November 3, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Dear Emma,
We’re very sorry to hear about the difficulty you’ve experienced with your order. This is not the experience we want for our customers, and we appreciate you bringing it to our attention.
Please contact us directly so we can promptly assist you with returning the incorrect product and arranging a replacement or refund. You can reach us via our support form at https://hydropool.co.uk/dealer-support/
Or by phone on 0113 272 7442. Your satisfaction is very important to us, and we’re committed to resolving this for you as quickly as possible.
Kind regards,
Hydropool Customer Care Team
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