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 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
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
Easy to order off the web
Easy to order off the web , reasonable prices ce , quick delivery .
January 13, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for your kind feedback! We’re delighted to hear that you found our website easy to use. Your satisfaction is our priority, and we truly appreciate your support. We look forward to serving you again in the future.
Hydropool Customer Care Team
5 star service from Luke
Luke did a fabulous job servicing our Hydropool. Punctual, polite and very efficient service on a very cold day!
January 8, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for your fantastic review!
We're delighted to hear that Luke provided you with punctual, polite, and efficient service, even on such a chilly day! We'll be sure to pass on your kind words to him. Your satisfaction means the world to us, and we look forward to assisting you again in the future!
Regards
Hydropool Customer Care Team
Easy to order and fast delivery
January 8, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Good afternoon Christopher,
We're thrilled to hear you found our ordering process easy and appreciated the fast delivery. Your satisfaction is our priority, and we look forward to serving you again soon!
regards
Hydropool Customer Care Team
Excellent personal service
Really great service both pre and post sale. John at Hydropool in Portsmouth is a complete star and goes above and beyond to ensure everything is right. Nothing is too much trouble, and we very much appreciate the great service. The hot tub is amazing and is being enjoyed by all the family. Would highly recommend.
January 6, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you so much for your wonderful review! We're thrilled to hear that you had a great experience both before and after your purchase. John truly is an asset to our team, and we'll make sure to pass along your kind words to him.
It’s fantastic to hear that your hot tub is bringing so much joy to your family—this is exactly what we aim for!
Regards
Hydropool Customer Care Team
Received what I ordered promptly
January 2, 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you so much for your kind words! We're thrilled to hear that you had a great experience with us. Your feedback inspires us to keep providing excellent service.
Best 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
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
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
Hydropool - First Class
From initial enquiry through delivery we found the service first class. The ability to physically sit in a tub in the show room was invaluable in the decision making process. We were initially unable to provide an acceptance date due to our garden renovation. Once this was confirmed the hot tub was delivered in a matter of weeks. The delivery team were excellent, John from the Portsmouth branch was great and very informative, allowing us to make a decision in a non pressured environment and finally Scott from the customer team again was great keeping us informed of every step in the process. Oh and the hot tub is fantastic. Thank you
December 20, 2024
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you so much for your wonderful feedback!
We’re delighted to hear that you had such a positive experience from start to finish. It’s great to know that being able to try the hot tubs in our showroom helped with your decision-making, and we’re thrilled that you’re enjoying your new hot tub!
We’ll be sure to pass on your kind words to John, Scott, and the delivery team—they’ll be delighted to know their efforts made such a difference.
Thank you again to choosing us!
regards
Hydropool Customer Care Team
Very well handled repair
Found a fault on our 8 year-old Hydropool hot tub on returning home from abroad.
Contacted maintenance and although it took a couple of visits to fix the problem all working fine now.
All appointments were met as promised and Chyna in the maintenance office handled our case in a very efficient and friendly manner throughout. Thanks also to engineer Bart who finally cracked the problem.
Not the cheapest but 10 out of 10 for customer service and good value for money.
December 19, 2024
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for taking the time to share your experience with us! We're glad we could assist in resolving the issue with your Hydropool hot tub and ensure it's working perfectly again.
It's wonderful to hear that Chyna and Bart provided the efficient and friendly service we strive for. We'll be sure to pass along your kind words to them—they'll be thrilled to know their efforts made such a positive impact.
We truly appreciate your understanding and patience during the process, as well as your recognition of the value in our service. Your 10 out of 10 for customer service means the world to us.
Hydropool Customer Care
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
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
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
Great pre sales and installation, really poor customer service post sale
The pre sales was great, John in the Portsmouth showroom was really patient and not pushy in any way. He went out of his way to talk through the many different options and allowed demonstrations etc.
Sadly the aftercare and follow up once the hot tub was bought is where it all changed. I had an issue with a missing jet that took 2 months to resolve (leaving me unable to use the hot tub as intended in that time). I had to keep chasing. I was given a free packet of chlorine granules as a “sorry” which is pretty condescending.
I also didn’t get replies to emails following this to the customer service team about a couple of points and so really felt let down.
Sell you the Platinum service dream (with a platinum price tag) but actually deliver at best silver customer support.
June 2, 2024
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello Nick,
Thank you for taking the time to share your feedback.
We’re pleased to hear that you had a great pre-sales experience and that John provided you with the patience and guidance you deserved. It’s always our goal to ensure that the buying process is as smooth and informative as possible.
That said, we’re truly sorry to learn that your experience with our aftercare did not meet your expectations. We deeply regret the delay in resolving the issue with the missing jet and any frustration caused by the need to follow up. This is not the standard of service we strive to deliver, and we understand how disappointing this must have been.
Your feedback about the resolution and lack of responses to your emails is invaluable and has been shared with our team. We’re committed to improving our processes to ensure better communication and support for all of our customers in the future.
Regards
Hydropool Customer Care Team
Spot on service …
Spot on service … ordered parts and delivered in a couple of days…
December 16, 2024
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you so much for your kind words! We're thrilled to hear that you had a great experience with us. Your feedback inspires us to keep providing excellent service.
Hydropool Customer Care Team
The product is fantastic and couldn't…
The product is fantastic and couldn't be happier. There were a few problems with delivery and we are still waiting for damaged covers to be replaced. Otherwise I would have given the company five stars.
December 4, 2024
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for sharing your feedback! We’re glad to hear that you are enjoying your Hydropool Swim Spa, with regards to the replacement hard covers, please contact us at customercare@hydropool.co.uk and we will resolve this for you.
Customer Care Team
Hydropool
Dissapointed
Wordered several items on 20th November and still awaiting delivery [ 09/12 /24 ]
My apologies to Hydropool, an elderly relative who lives with us had put the delivery in the greenhouse without telling us. Thanks to Hydropool for their support and help while we located our delivery .
November 20, 2024
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for taking the time to share your feedback. We’re sorry for the initial issue you experienced, but we’re glad we were able to resolve it for you. Your satisfaction is important to us, and we appreciate your patience while we worked to make things right.
Regards
Customer Care Team
Hydropool
Great service
Great service, disappointed my chemical dispenser failed again, four in five years but ordered yesterday arrived today.
November 25, 2024
Reply from Hydropool Hot Tubs and Swim Spas UK
Hi Brian, thank you for taking the time to feedback and give us a great review. We will look into failure rate on chemical dispensers to see if there is a solution to improve.
Hydropool Service Team
The after service is horrendous
The after service is horrendous, 18 months now I’ve been trying to get issues sorted, it’s the same nonsense every time I call, someone will be back in touch, not once have they got back in touch, I have to call back to get the same response. Happy to take your money at the time.
November 13, 2023
Unprompted review
These are the worst hot tubs on the…
These are the worst hot tubs on the market. I am thru with mine, Going to the junk.
October 12, 2023
Unprompted review
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