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
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
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Questioned what part I needed
Questioned what part I needed, which was diagnosed correctly for my hot tub, quickly despatched, postage cost more than the parts 🙄now back up and running! Great service thank you,
March 3, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Graham, Thank you for your review! We're glad we could help diagnose the correct part for your hot tub and get it dispatched quickly. We understand that postage costs can sometimes feel high, but we always aim to provide fast and reliable service. Happy to hear you're back up and running—enjoy your hot tub!
kind regards
Hydropool Customer Care Team
Empty and refill
John from Hydropool came round my house to empty,clean and refill our hot tub…as always he goes above and beyond and turns up when he says and always delivers.. I would 100% recommend Hydropool
February 26, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you so much for your kind words! We're thrilled to hear that John provided his usual top-notch service and went above and beyond for you. Your recommendation means a lot to us! Enjoy your hot tub, and we look forward to helping you again in the future.
Kind regards
Hydropool Customer Care Team
Hydropool Excellent, delivery could be slightly better
Customer Service was brilliant and dealt with queries within hours.
Cover was despatched very promptly and fitted well.
Only problem was the delivery, received a notification on Thursday, waited in Friday and Saturday. Contacted customer services Monday who confirmed delivery on Monday, but didn’t have the ability to track.
February 27, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for your kind words about our customer service and the quality of the cover! We're delighted to hear that our team was able to assist you quickly. We do apologise for the delivery delay and any inconvenience it caused. While we strive for a smooth process, we understand how frustrating it can be when tracking isn't available. We appreciate your patience and will continue working on improving our delivery experience. If you need any further assistance, please don't hesitate to reach out.
Regards
Hydropool Customer Care Team
Competent
Competent, engineer quickly found site of leak, an internal hose had come away, and fixed our leaking hot tub. Also gave me helpful advice
March 5, 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for your kind feedback! We're glad Andy our engineer was able to quickly locate and fix the leak for you. It’s always our aim to provide efficient service and helpful advice, so it’s great to hear you found that useful. If you ever need any further assistance, we’re always here to help. Enjoy your hot tub!
Hydropool Customer Care Team
Great company great to deal with they…
Great company great to deal with they have everything you need thanks again
February 26, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for the fantastic feedback! We’re so pleased to hear you had a great experience and found everything you needed. We really appreciate your support and look forward to helping you again in the future.
kind regards
Hydropool Customer Care Team
Chyna provided fantastic customer…
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 new parts everything is back to normal and we're enjoying the Hydropool spa again. Thanks
March 6, 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you so much for your kind words and for sharing your experience! We’re delighted to hear that Chyna was able to assist you so quickly and get your spa back up and running. Customer satisfaction is always our top priority, and it’s wonderful to know you’re enjoying your Hydropool spa again. If you ever need anything else, we’re always here to help. Thanks again for your support!
kind regards
Hydropool Customer Care Team
Brilliant sales and support people
Brilliant sales and support people. Nothing is too much effort. Fair prices and amazing product. So happy with our Signature hot tub and so nice to have a company that doesn’t sell you what you don’t need.
February 17, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you Roger,
We’re thrilled to hear you had such a positive experience with our sales and support team. It’s fantastic to know you’re loving your Signature hot tub, and we always aim to offer fair prices and honest advice. Your feedback means a lot to us, and we look forward to continuing to support you in the future.
kind regard
Hydropool Customer Care Team
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for your feedback! We’re glad to hear your items arrived quickly — we always aim to provide fast and reliable service. We appreciate your support and look forward to serving you again
regards
Hydropool Customer Care Team
Great service
Great service from Andy arrived on time and completed the job very quickly. Lovely and polite showed me parts removed and new parts- ensured I was happy all was working before he left.
February 24, 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Good afternoon Louise,
Thank you for your wonderful feedback! We're delighted to hear that Andy provided great service and ensured everything was working perfectly before he left. We’ll be sure to pass your kind words along to him.
kind regards
Hydropool Customer Care Team
good recent service on products we have…
good recent service on products we have purchased
February 14, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Good afternoon Gary,
Thank you for your kind words! We're glad to hear you're happy with our products and service. We appreciate your support and look forward to serving you again.
Kind regards
Hydropool Customer Care Team
My pump required replacing
My pump required replacing and Hydropool, were great helping and Andy the engineer was really good, he diagnosed the problem and fitted a new pump, great job.
February 21, 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for your kind review! We're so glad we could help with your pump replacement. Andy will be pleased to hear your feedback—he takes great pride in his work. If you ever need anything in the future, we're always here to help. Enjoy your spa!"
regards
Hydropool Customer Care Team
Good booking system
Good booking system. Bart attended, always helpful with explanations and has spare parts onboard his van.
February 20, 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you so much for your lovely review! We’re really happy to hear you found booking a visit easy and that Bart was helpful—he always goes the extra mile!
kind regards
Hydropool Customer Care Team
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
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 company from start to finish
Great company from start to finish, installation was a bit messed up from my own doing, however Scott and the team installing were very accommodating and worked with me to overcome the issues to ensure the spa was installed and not failed. I couldn’t have asked for any better service
February 18, 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you Daniel for your wonderful review! We're so glad to hear that Scott and the team were able to work with you to overcome any challenges and ensure your spa installation was a success. Our goal is always to provide the best service possible, and it's great to know we met your expectations. Enjoy your spa, and don’t hesitate to reach out if you ever need anything.
Kind regards
Hydropool Customer Care Team
Super fast delivery the following day
Super fast delivery the following day. Everything to keep my hot tub sparkling clear. Thanks
February 12, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for your fantastic review! We're so glad you received your order quickly and have everything you need to keep your hot tub sparkling. Enjoy, and let us know if you ever need anything else?
kind regards
Hydropool Customer Care
Excellent Customer Service
After having an unfortunate experience with our existing Hot Tub supplier who went bust we contacted Hydropool Hamphire who have been so helpful. Just had an issue and we're so prompt and efficient. Big thank you to Chyna who have restored our faith in HydroPool and the engineer who was so friendly and helpful.
February 10, 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you so much for your kind words! We’re delighted to hear that you had a positive experience with Hydropool Hampshire and that our team, especially Chyna and our engineer, could assist you promptly and efficiently.
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
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
You tick all the boxes
You tick all the boxes , you just make it easy to do business and back it up with excellent support as well.
February 4, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for your 5-star review! We’re delighted to hear that you had a great experience. Your support means a lot to us.
regards
Hydropool Customer Care
Great service
Great service
Good communication with Chyna in the office to get repair scheduled.
Bart, The engineer fixed our hot tub promptly without issue.
January 29, 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello Stuart,
We appreciate your kind words! Chyna and Bart will be happy to know they made your experience smooth and hassle-free.
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
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
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