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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Great response ordered one day got it…
Great response ordered one day got it the next morning just what I wanted
November 13, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Dear Roger,
Thank you for sharing your experience. We’re thrilled to hear that your order arrived so quickly and met your expectations. Your feedback means a lot to us and helps us continue delivering excellent service.
We look forward to assisting you again in the future!
Kind regards,
Hydropool Customer Care Team
Reply from Hydropool Hot Tubs and Swim Spas UK
Dear Steve,
Thank you for taking the time to share your experience. We’re delighted to hear that your order arrived quickly and that everything was well packaged. Your feedback is greatly appreciated and helps us continue providing the best service possible.
We look forward to serving you again in the future!
Kind regards,
Hydropool Customer Care Team
How do you contact this company?
I ordered, through the internet, two items: a new self clean chlorine dispenser and an additional air release valve (for my existing chlorine dispenser) for my hot tub.
When I opened the package the first item was there. The second was not.
For the past three days I have been trying to find a telephone number or an email address (that is live) to contact the company to ask for the air valve to been sent to me.
As I type, I have failed to find a point of contact for the company. I’m not impressed.
October 31, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Dear Paul,
We are very sorry to hear about the missing item from your order and for the difficulty you’ve experienced trying to contact us. We understand how frustrating this must be and sincerely apologise for the inconvenience.
To ensure your query is resolved promptly, please submit a request via our support form here: https://hydropool.co.uk/dealer-support/
Or contact our customer care team directly on 0113 272 7442. Our team will be happy to assist and ensure the missing item is sent to you.
Thank you for bringing this to our attention, and we apologise again for the frustration caused.
Kind regards,
Hydropool Customer Care
Very disappointed
Very disappointed. I have ordered two replacement filters for my hot tub and was only sent one - after contacting the company and providing evidence I was told the missing filter will be sent - this was on 15 October and I have been constantly chasing an update and there is zero response from customer service - I have no filer and no money. Appalling behaviour from the company
October 15, 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Good morning,
We are very sorry to hear about the issues you’ve experienced with your replacement filters and the lack of timely communication from our Customer Care team. This is not the standard of service we aim to provide, and we completely understand your frustration.
Please be assured that your case is being urgently reviewed, and the missing filter has now been prioritised for dispatch.
We sincerely apologise for the inconvenience and appreciate your patience while we worked to resolve this matter.
Kind regards,
Customer Care Team
Was charged £9 for delivery in a big…
Was charged £9 for delivery in a big box whereas the part I ordered would easily have fitted into a small envelope and posted
Waste of packaging your end and waste of my money
October 21, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Dear Steve,
Thank you for your feedback. We apologise for any frustration caused regarding the delivery charge and packaging used for your order. We understand your concerns about efficiency and cost, and we are always reviewing our packaging and shipping methods to reduce waste and provide the best value to our customers.
We appreciate you taking the time to share your experience, and your comments will help us improve our service in the future.
Kind regards,
Customer Care Team
Spa worked well for a while
Spa worked well for a while, but try and get a service engineer out or even respond, no chance.
Clearly the service side of Hydropool is not very good, so before buying a Spa, get a good idea of who is going to service and fix it, because IT WILL GO WRONG.
October 21, 2025
Unprompted review
Rapid delivery great products
Ordered some dream scents for the hot tub they arrived in rapid time. Great service, great company
October 15, 2025
Ordered 2 filters received one wrong…
Ordered 2 filters received one wrong filter and then only got money back for 1 filter
DO NOT order from this company they still owe me £44 refund over a month later and I’ve chased so many times
September 15, 2025
Not received my item
September 17, 2025
Easy to find part needed on website
Easy to find part needed on website. Ordered & arrived quickly. All went smoothly.
September 1, 2025
Hob tub leaking after two months
Had a hot tub installed on June 11th. It worked fine at first, but in mid-August it started leaking. Hydropool have no interest in fixing this issue: every dealer just wants to blame someone else or charge for what is clearly a warranty issue. Hydropool don't answer the phone or emails. Absolutely terrible service.
August 27, 2025
Unprompted review
Excellent customer service
Excellent customer service. Easy transaction and ordering on the website. Super fast delivery and delivered on a Sunday. Would recommend
August 22, 2025
3 pillows - had to make 2 orders
I wanted 3 pillows. System said you only had 2 so I ordered the 2 and paid delivery etc. then was able to order the third… additional postage. That does not seem fair!
August 7, 2025
Horrendous after service
Horrendous after service, trying to get advice (emails unanswered and no contact phone number available) for months to ascertain correct filters
July 31, 2025
Can’t get a service
We have requested a service on our hot tub on numerous occasions directly with two shops and twice centrally with no response at all. The after care service has been poor
July 29, 2025
Zero Customer Service
Took almost 2 weeks for the filter to arrive whilst charging me for next day delivery. No responses to the complaints I raised, overall a very poor experience. I would have expected better from Hydropool.
July 28, 2025
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