Lay-Z-Spa® UK Reviews 

Excellent service and quick delivery. I recently bought some extra chemicals for my hot tub, and they came very quickly and good value for money.

I had a lay z spa hot tub vacuum cleaner that lasted 3 months (initially stored for 1 year as didn't use tub). I purchased another from B&Q which was model number 60313. It was faulty so returned it the next day for an exchange. As we didn't use the tub much I foolishly put the replacement away until we did start using the hot tub which is now. Yesterday (27th July 2026) I decided to use the vacuum. What a surprise, it DOESN'T charge up. This is also faulty (3rd one now). Supplied USB cable used plus I tried the cigarette lighter one but still no good. I have just called BESTWAY customer services in South Africa who manufacture the lay z spa vacuum. Shock horror, there's nothing they are willing to do, not even a goodwill gesture. This guy was seriously not interested in helping at all. He was too focused on the politics of 'can't do anything'. YES you can, if you want to. I told him I'm disappointed and will NEVER use bestway products ever again. I explained that this is brand new still and should not have dead batteries if unused for this long. How do shops manage to stock them then if batteries die and it becomes redundant through poor quality? Nothing is designed to last now. This should NOT have batteries in a sealed unit. They should be replaceable with AA ones or similar. Wouldn't have this problem then. The customer service (that's actually laughable) guy was not interested in the slightest. They just want your money and offer no customer service. Poor company. I would think twice if you buy anything from this company, in fact, DON'T bother or you will be let down and annoyed like I am today. My case is legitimate which makes it worse. They seem to prefer bad press than send a replacement which would cost them hardly anything as they manufacture them.

Quick and easy re-ordering for hot tub chemicals and testing strips. Speedy delivery. Always high quality products and service.

Easy site to use, delivered in the time stated.

###DANGEROUS###
###FIRE HAZARD###

Bought a Lay Z Spa Hawaii hot tub in June 2025. Used for couple of months then stowed away until May 2026.
On setting up the hot tub after the first day there was a loud pop come from the tub and the power went off to my downstairs sockets. On checking the socket where the hot tub plug was inserted, the pins on the plug were red hot to the touch. The wall socket was smoking and the plug socket was scorched and cracked.
My electrician checked my house electrics which were all in order. He told me never to use the hot tub again. I
informed Bestway of this immediately. I Started a warranty claim. The hot tub was still less than 1 year old and within warranty.
They weren't in the least bit bothered.
After 8 weeks of forwarding them every bit of information they requested.......Every time they negated everything i had done, taking no responsibility whatsoever for the situation. I told them that they could come to my house to do checks if they wanted. They declined. They closed the case.
I am absolutely appalled by this company. The after sales treatment is non existent. They "apologised" 12 times for "any inconvenience" this may have had on me.
The inconvenience of having a dangerous electrical item that could have set fire to my house is very inconvenient. Let alone the fact that i am left with a hot tub that is unusable.
They offered no support, no replacement or any sort. I am left with a hot tub that is only good for land fill.
I read that on change.org there is a petition for Bestway to recall their electrical pool heaters due to Fire Risks......I would never use this company again. They get your money and in my opinion they couldn't care less about the customer.
I would give them ZERO stars if i could...

Quick delivery, easy to set up spa. San Francisco is very nice and great the chlorine hopper fixes inside the spa.

Have a brand new Helsinki Airjet Spa delivered 6 days ago. The pump has failed with error code 02. Lots of troubleshooting later and an excessive amount of videos uploaded I now have my first warranty claim in less than a week.Order from Lay-Z Spa UK website.
The auto-reply email says to expect a turnaround of 7-10 working days due to "excessing volumes" of claims at the moment.
If it takes that long, I'll be rejecting this brand new SPA for a refund,

Excellent service, delivery was spot on put Spa exactly where I wanted it. Spa easy to set up

Terrible customer service!
I returned an order which Evri tracking confirmed as arriving back with them on the 13th July. I heard nothing so tried to follow up with a phone call which started with a wait time of 5 minutes and went up to 15 minutes so I gave up. I instead messaged them and got an automated reply saying I would get a response within 3-5 days. By the 21st July I had still heard nothing so tried calling again to be told my case would be referred to the refunds department. We are now the 27th and still no refund provided so today I called again to be told that it is with the returns department and they have 7-10 days to issue the refund. So my question to them was why wasn't the 7-10 days from the date they received the item back and not from the date I first managed to speak to them on the phone. Customer service is a joke and I would never use the company again.

The parts i ordered were correct well priced and delivered on time ,very good company to deal with.

Very professional & loving our spar

Customer service is probably by far the worst I have ever experienced, so much so that it should be investigated by a consumer regulator. I purchased a replacement pump as my previous one finally gave up after 6 years, I ordered a new one from the lay z spar website, it was working fine for around 3 weeks then started drawing air, having investigated all the possible problems I decided it was time to claim on warranty, this is where it all went like a s**t show, you have to complete an online form, upload various documents, then wait a month to get an email reply asking for more docs, I tried calling, 40 mins later no answer, emailed, 2 weeks later a reply saying can't claim without information they already had, called bestway as apparently they are the manufacturer, lay z spar are the retailers another 20 minutes wait, eventually got a nice lady that helped me and I sent pump back today, but have to get a refund, not a replacement. If you ever have the misfortune to need customer services and suffer from high blood pressure have the hospital on speed dial.

Fantastic product, easy to set up and maintain

A very smooth process, delivered 24 hours from ordering. A great product and very reasonable to run.

Good company easy transaction from start to finish, thanks

Very easy transaction and pleased with items

Failed to send item out twice, waited over a month.
Poor contact throughout and no apology given.
Requested refund as I was forced to purchase else where, I'm still waiting for this refund.
Very poor way to do business and I won't be using them in the future and would advise others not to do so neither.

Our Toronto hot tub arrived in good time. Instructions to put up were terrible but we managed it with the help of YouTube. It works v well. Has been a joy in the hot weather. We are not really hot tub people so this was a superb middle ground. Good value for money.

Fabulous quality and value we are delighted.

GREAT SERVICE FROM START, EVERYTHING ARRIVED IN TACT AND ON TIME :) VERY HAPPY WITH MY NEW SPA