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.
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
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
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 25% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Hydropool East Grinstead- terrible!
This review refers to Hydropool East Grinstead:
reported a fault with my hot tub and one month later - still waiting for an engineer to make contact to discuss the issue. Numerous phone calls to their customer service department with no success.
Possibly the worst customer service department I have ever encountered.
AVOID HYDROPOOL EAST GRINSTEAD AT ALL COSTS.
July 28, 2025
Unprompted review
Great until installation
Great until installation, absolutely ZERO after sales. Been trying to get advice regarding new fingers for 4 months now. No phone number and no response to email.
July 25, 2025
Unprompted review
Very quick delivery.
July 15, 2025
Very prompt delivery
July 17, 2025
Excellent service
July 15, 2025
Excellent service
Hydropoolstore.co.uk
Easy to use order process
Fast delivery
Spoke to someone on the phone who was very helpful
July 2, 2025
I was very impressed with the speed of…
I was very impressed with the speed of delivery and the ease of ordering. Clear descriptions and directions online
July 7, 2025
Ordering was very quick and easy
Ordering was very quick and easy and arrived 4 days later.
July 4, 2025
John advice and knowledge was excellent…
John advice and knowledge was excellent definitely use him again
July 4, 2025
Unprompted review
Easy order although I do think that id…
Easy order although I do think that id you go to the Hydropool main site there should be a shopping link to accorries (apologies if there is, I didn't see it) next day delivery and free very much appreciated 👍
July 4, 2025
It was just what was ordered and was…
It was just what was ordered and was received in a timely fashion.
June 23, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Dear Paula,
Thank you for your feedback!
We’re pleased to hear that your order was exactly as expected and received promptly. Providing timely and accurate service is important to us.
If you need any further assistance, please don’t hesitate to contact us.
Kind regards,
Hydropool Customer Care Team
Good service
John Holman from Hydropool Hampshire was efficient, knowledgeable & friendly. It's so important to have a local branch to give a good level of service
June 26, 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Dear Jan,
Thank you for your kind feedback!
We’re delighted to hear that John provided you with efficient, knowledgeable, and friendly service.
If you need any further assistance, please don’t hesitate to reach out.
Kind regards,
Hydropool Customer Care Team
Exceptional Service: A Truly Impressive Experience with Hydro Pool Hot Tubs
I recently purchased a hot tub from Hydro Pool Hot Tubs, and I cannot speak highly enough of the outstanding customer service I received throughout the entire process.
Initially, I was leaning towards purchasing a different system. However, the advisor (Dan) took considerable time to thoroughly explain the pros and cons of the Hydro Pool models I was considering compared to my original choice. His knowledge was comprehensive and his approach was refreshingly unbiased – he genuinely helped me understand which option best suited my needs.
Inspired by Dan's expertise, I visited the showroom. There, I was duly given an extended, hands-on demonstration of the Hydro Pool hot tub. Dan was excellent – patient, informative, and clearly passionate about the product. His professionalism and depth of knowledge were key factors in my decision to purchase.
Since taking delivery, Dan arranged a detailed Zoom call, walking me through the mechanics and operation of the tub with incredible detail. This personalized support ensured I felt completely confident using my new investment.
Overall: Hydro Pool Hot Tubs delivers a truly premium service experience. From Dan's consultative sales approach to Dan's meticulous aftercare, every interaction was marked by expertise, patience, and a genuine desire to ensure customer satisfaction. Highly recommended!
June 20, 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Good afternoon,
Thank you so much for your wonderful and detailed feedback!
We’re thrilled to hear that Dan provided such exceptional service throughout your entire Hydropool hot tub journey—from expert advice and showroom demonstration to personalized aftercare via Zoom. It’s fantastic to know his knowledge, patience, and professionalism helped you make the best choice and feel confident with your new investment.
We truly appreciate your recommendation and are proud to have Dan as part of our team. Should you need any further assistance, please don’t hesitate to get in touch.
Kind regards,
Hydropool Customer Care Team
Help from John - Hydropool Portsmouth
John from Hydropool Portsmouth has helped me no end today. I have had no luck with getting any support from the Hydropool Customer Service team who have failed to get back to me on numerous occasions. Even though I did not buy my hot tub through John, he took a great deal of time talking me through what I have to do to rebalance my water and drain / refill my hot tub. None of which I got from Hydropool. I would definitely recommend people to buy their hot tubs through John in Portsmouth.
June 28, 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Dear Sara,
Thank you for taking the time to share your experience. We’re sorry to hear about the difficulties you’ve had with our customer service team, and we appreciate your patience.
It’s wonderful to know that John from Hydropool Portsmouth was able to provide you with the support and guidance you needed, even though you didn’t purchase your hot tub through him. We’ll be sure to pass on your kind words to John.
Your recommendation means a lot, and we will also use your feedback to improve our overall service.
If you need any further assistance, please don’t hesitate to reach out.
Kind regards,
Hydropool Customer Care Team
super fast delibery
June 19, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Dear Stuart,
Thank you for your feedback! We’re glad to hear your delivery was super fast and met your expectations.
If you need any further assistance, please don’t hesitate to get in touch.
Kind regards,
Hydropool Customer Care Team
Easy to use the web site and arrived…
Easy to use the web site and arrived next day. Could not ask for more
June 19, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Good afternoon,
Thank you so much for your kind feedback! We're thrilled to hear that you found our website easy to use and that your order arrived the next day — we always aim to make the experience as smooth and efficient as possible. We truly appreciate your support!
Kind regards,
Hydropool Customer Care Team
Quality Products
Easy to order. Product I needed in stock. Delivery within a few days and item well packaged for protection.
June 10, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Good afternoon,
Thank you for your kind feedback!
We’re pleased to hear that you found the ordering process easy and that the product arrived quickly and well packaged. Providing quality products with reliable service is our priority.
If you need any further assistance, please don’t hesitate to contact us.
Hydropool Customer Care Team
The filters dont fit my tub though…
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 reply to my messages so not happy
Finally called back and all now resolved
June 13, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Dear Lance,
Thank you for updating us regarding your filter issue.
We sincerely apologise for the delay in our communication and any frustration this caused. We’re glad to hear that the matter has now been resolved and appreciate your patience throughout the process.
If you have any further questions or need assistance in the future, please don’t hesitate to reach out.
Kind regards,
Hydropool Customer Care Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.