Lay-Z-Spa® UK Reviews 

I’m very disappointed with this company. My order has never been delivered, and despite several emails, I have received no response from their customer support. Poor communication and unreliable service. I would not recommend buying from them.

I purchased the San Francisco for my wifes birthday as a surprise. On setting up the pump had an error code and the lid was punctured. Following over 2 weeks of back and forth with Laz Y Spa (Bestway) trying to get thos resolved i have given up. They make it so long winded and awkward to contact them through thier portal and messaging service I would never buy another one again. I have since bought a second hand pump from Facebook market place so my wife could actually use her spa and the promised lid that was sent out never arrived.

Generally poor customer service experience when dealing with this company

AVOID AVOID AVOID

That said, it's a good (not great) product, but I always say, "buy cheap, buy twice" so beware, you're not aquiring a "Jacuzzi" this is a blow up padling pool, just a bit deeper. I've had 4 of these Spa's, they last about 2 seasons then one of a number of things happen.

1. The Pump Goes and throws an error Code, E02 is the worst, meaning the flow pump / heater is faulty, this requires a new pump and if you're in Warranry, you'll need to send at least 5 videos as well as your inside leg measurement before they will entertain you. So many hoops and above all, so much delay, the usual BS.

If you're out of warrently, as I have been in the past, they will sting you for a new pump.

2. The lining / stiching / glue, whatever it is that holds them together, fails, air escapes / water ingress occurs and you're left with a "paddling pool" that will not maintain its shape, thus you will find quite a few pumps for sale on Ebay, but no lining, there lies the proof.

3. Depaite best efforts, sun / UV damage finds the pool looking desheveled and IMHO not fit to sit on my patio.

Again and all that said, they do a job, cheaply but good enough however, purchase appreciating that Customer Servies is most poor, you'll have to make lots of videos to prove "you're not lying" and you'll find that old adage of mine true, "buy cheap buy twice" and as such, if I were you, I'd look for somethig better.

After numerous calls to lazy spa over the past 2-3 weeks and having our issue STILL not resolved...

Ordered item: Square Rattan Hot Tub Surround 188cm Black. 

Upon ordering item it states 3-5 working days for delivery. We recieved box 1 of 3 to begin with. Where we SHOULD have had all 3 boxes delivered.

Calling lazy spa x3 times was informed the courier (DX) would be notified.

Box 2 of 3 then arrived 1 week after box 1 of 3 arrived.

Another x3 phone calls have been made to lazy spa since this delivery and we still do not have box 3 of 3 nearly 3 weeks after placing our order.

We therefore cannot set our Hot tub and Surround up properly because of this. We SHOULD not be having to go through this process and the courier/lazy spa SHOULD be ensuring ALL boxes are delivered together within the said time frame.

We have recieved an email this morning from lazy spa requesting WE organise a return for the products we recieved for a full refund. 

We do not want a refund - we just want the right products we have brought sent to us as they should have been.

We should not now have to take more time off work to stay in for these items to be collected, printing off return labels or taking this product to a collection facity because of lazy spa/DXs mistakes.

This is not good enough and you as lazy spa have failed us as customers. We should not be having to chase this most days and making several phone calls to lazy spa & DX (DX have failed to answer any calls). 

This experience has been highly frustrating and has caused us significant inconvenience. We expected a much higher standard of service for the cost of this product as we expect the process to carried out CORRECTLY. 

This situation NEEDS to rectified as soon as possible in the way of a replacement sent out and ALL 3 boxes delivered at the same time or box 3 of 3 delivered.
If this matter is not resolved in good time, we will be forced to escalate our complaint to the retail ombudsman.

Its fab. So easy to put together and use

Easy to use web page. Speedy delivery. Overall satisfied with service and product

Really great customer service, the Monte Carlo hot tub is fantastic we love it. The team at lay z spa have been so helpful and quick to respond to queries. The delivery company organised was also fantastic!

Prompt delivery and easy ordering.

Pump never turned up on time,so my grand kids couldnt use the spa.

I purchased an air jump for £269.99. Prior to its late arrival, I realized it was no longer required and returned the item the next day without opening the box via Evri. They confirmed that they had delivered my parcel back to the lazy spa depot the following day.
Two weeks later, I had heard nothing. So I called the customer service team. After I passed the details over, I was informed that they would have to check where it was as nothing was on the system. After two more days, I had heard nothing so I called back. I was then informed by e-mail that my returned item was “stuck in the warehouse” waiting to be scanned” and I would receive an e-mail shortly and I SHOULD receive my money back. I received another e-mail stating it had been scanned and they would be authorizing my repayment.
A further week passed with nothing so I had to call back again yesterday. I was told that they were not sure what had happened and they would chase it. I requested a call back with confirmation of my repayment by the close of play today, I was told that they do not call customer’s back and I should receive yet another e-mail in the next two days. AGAIN nothing. I will not order anything again from lazy spa as you simply have to chase them for everything and when you do the service team haven’t got a clue to what has happened and are not capable of finding out.
Although the exact items are far cheaper from other sources, I went to lazy spa as I thought they were a professional outfit. This is clearly not the case. I would strongly recommend that if you are thinking of purchasing anything from lazy spa - THINK AGAIN - go to a company that are far cheaper and you can rely on. If you need to return your item you will have to fight for your money back.

Speedy delivery, solid design, easy to set up and a really good size. Pretty quiet too when in use.
The only suggested improvement would be the lid. It’s not that heavy (me and my 7 year old managed to lift it on and off), but the blow up bit comes out of the cover now and again when moving it. Overall, really good value for money and would recommend!

We ordered a replacement inflatable lid which should have been too big as our hot tub Monaco is discontinued the inflatable lid has arrived it measures 178cm should be 216 cm the customer services said d it will get bigger each time it is inflated no success yet been a few weeks in the tub sent them pictures too they are very busy when you send an email takes days for them to reply and trying to ring them 60 min wait I just want the lid I ordered they need to get one out of the box and measure it to see if the whole batch are too small made in china it says on the box

My experience so far with Lay-Z-Spa UK has been excellent . All goods are great quality and delivered swiftly . The Rome Hot Tub is amazing and so far appears fairly energy efficient so highly recommend. Just waiting on my extended warranty notification @Lay-Z-Spa UK.

Product sewn incorrectly, upside down, poles unable to slide into pocket, as sewn up.
Luckily I have a sewing machine, so unpicked and sewed correctly, poles now fit and able to use shade in hot tub. Didn't want faff of sending back and paying postage.

Bought one yesterday, unpacked tried connecting it to WiFi, keeps asking to select lazy spa WiFi and enter their password but you can'tdo it do 2 hours wasted trying to connectto wifi, no optionsor ways around it totally crap, absolutely crap then it asks me to put a pass code into my WiFi settings, when their name comes up, oh guess what? It doesn't come up nothing comes up, it's going back tomorrow as it crap. Won't be buying a lazy spa again. Would of given it zero stars. But hey ho.

Great tub, easey to look after.
secound only to a hard shell tub.

Easy to order, fast delivery.