Everyone at Lay-z-spa was very helpful and I have no complaints with them. However using Evri to deliver your products can be a let down due to the poor care they seem to take with parcels in my area.... See more
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
The Hot Tub arrived well packaged and the marketing information lived up to the product. Putting it together following the instructions required two people at certain times, but not a major issue. The... See more
The hotub is great but it seems to go cloudy after one use! We are monitoring it and the moment. The delivery was a little awkward with the third party tracker not working. We love the hot tub and... See more
The product is excellent. The service was poor. Even after me chasing around a lost delivery they were not able to resolve quickly (nor are they interested in my complaint). They have now replied... See more
Company replied
Company details
About Lay-Z-Spa® UK
Written by the company
Lay-Z-Spa is the world’s first premium, inflatable hot tub and UK’s bestselling hot tub brand. With an ever-growing community of over 1 million customers enjoying a blissful spa experience in their very own home.
Lay-Z-Spa®
Written by the company
- Up to 2 years warranty
- All hot tubs purchased from one of our authorised retailers come with up to 2 years warranty as standard.
- Award winning construction & design
- We have won several awards for our range of premium inflatable hot tubs including T3 Best Buy, Real Homes Loves and UK Pool & Spa Awards.
- UK customer support
- A dedicated UK based Aftersales Support Team who will help with any enquiry or question you may have.
Our products
The most trusted, innovative range of premium inflatable hot tubs in the world, winning multiple awards.
With over a decade of advanced engineering innovations and experience, Lay-Z-Spa is the most energy efficient inflatable hot tub brand. All new Lay-Z-Spa hot tubs come with Freeze Shield™ as standard meaning you can enjoy your hot tub all year long. Also, with no tools required you can inflate most Lay-Z-Spa hot tubs in just 5 minutes. So you will be relaxing in your hot tub in no time.
Contact info
8 Wentworth Rd, Heathfield Industrial Estate, TQ12 6TL, Newton Abbot, United Kingdom
- www.lay-z-spa.co.uk
3.7
Average
12K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Singapore hot tub failure
I bought a Singapore hot tub a few years ago and within 2 years the liner came unstuck and collapsed, just out of warranty. I replaced the liner with the same model bought from Lay-Z-Spa. This one failed just a year later for the same reason, the glue came unstuck and it collapsed. I have been emailing Lay-Z-Spa about the problem saying the Singapore is not fit for purpose, and this is their final response: "We understand your frustration; however, we won't be able to assist in this case. We apologise for the inconvenience caused."
I will never use them again.
Case #128-130-5 - Re: Customer Services Case [##1252-737##...
1 August 2026
Unprompted review
Reply from Lay-Z-Spa® UK
Thank you for taking the time to leave a review.
Unfortunately, we haven't been able to identify your enquiry from the information provided. We've requested a few more details so we can locate your case and provide a more specific response.
We look forward to hearing from you.
Kind regards,
Customer Service Team
Ordered a replacement inflatable lid…
Ordered a replacement inflatable lid and I have got to inflat it twice a week! Sort it out
24 July 2026
Reply from Lay-Z-Spa® UK
I'm sorry to hear you've experienced an issue.
If you haven't already contacted our Customer Service team, please do get in touch and we'll be happy to help. We'll do our best to resolve the matter as quickly as possible.
Kind regards,
Customer Service Team
Good no problems x
15 July 2026
Great quality product
24 July 2026
Warranty Claim
Jessica (Customer Service Advisor) was so helpful in helping me sort out my warranty claim. She went the extra mile in phoning me back when connection issues arose on the phone. An all round very helpful experience. Thank you
14 August 2026
Unprompted review
More expensive than there own products…
More expensive than there own products being sold elsewhere.
Returns policy very poor
Do not order next day delivery option on Friday after 4pm or your find yourself paying the £24.99 and not receiving item until Monday.
24 July 2026
Reply from Lay-Z-Spa® UK
Good morning Darren
We are unable to control the prices that other retailers sell our products for, but we regularly have promotions and offers, so please keep an eye on our website or sign up for notifications.
Our next day delivery service is next working day, and the expected delivery date is advised at time of purchase.
The product information on their…
The product information on their website is accurate and easy to understand. Ordering and delivery was simple and seamless. Their hot tubs are good quality. Definitely recommend.
14 July 2026
This is the 3rd Lazy spa I have owned…
This is the 3rd Lazy spa I have owned and very happy with this 1 I have put the heater on twice brilliant lazy spa
22 July 2026
Extremely dismissive of a problem I…
Extremely dismissive of a problem I reported with the app. Here’s the quote: ‘ Kindly note we do have over 100 000 customers using the Wi-Fi and no one else has reported any glitch or speed issues yet, so we would recommend the connection or device be looked at’. There was no attempt to trouble shoot the problem, get more info about the problem or give any instructions on how to clear the cache as recommended.
14 July 2026
Reply from Lay-Z-Spa® UK
Thank you for taking the time to leave your review.
I can see that one of our Customer Service team is already working on your case and will continue to assist you until the matter is resolved.
Kind regards,
Customer Service Team
Love the Oslo spa but only fits 4…
Love the Oslo spa but only fits 4 people max. Bit crowded if any more
15 July 2026
Order never Arrived
Was charged but delivery never arrived and it’s now been over three weeks. I am looking to get a refund.
22 July 2026
Reply from Lay-Z-Spa® UK
I'm sorry to hear you've experienced an issue.
If you haven't already contacted our Customer Service team, please do get in touch and we'll be happy to help. We'll do our best to resolve the matter as quickly as possible.
Kind regards,
Customer Service Team
Good fast delivery
15 July 2026
Everyone at Lay-z-spa was very helpful…
Everyone at Lay-z-spa was very helpful and I have no complaints with them. However using Evri to deliver your products can be a let down due to the poor care they seem to take with parcels in my area. I was not surprised one item arrived damaged as this is not the first time with Evri. I was impressed at how quickly Lay-z-spa resolved the issue and dispatch and replacement in improved packaging that did arrive un damaged.
15 July 2026
Please take no notice of the 2 year…
Please take no notice of the 2 year warranty it’s doesn’t exist.
Our lid broke on our Santorini the elastic went! There tried saying it doesn’t have any elastic? After 4 videos and 10 pictures they agreed to replace but only if I cut all the straps of and sent them a picture? But.. they have no stock so I said if I cut the straps of I will have no lid and you have no stock so it doesn’t make sence? After 3 more mails they said I hadn’t replied and closed the case. These people are scammers so please watch! If I could have left a zero I would have. Beware please….
There reply is a con too! They won’t replace unless I cut it up! Why would I agree to do that when they have enough evidence to warrant a replacement! They don’t care about customers because they don’t trust you! Rubbish service I should have kept my £1,200
CRAP
12 August 2026
Unprompted review
Reply from Lay-Z-Spa® UK
Thank you for your review. Please accept our sincere apologies for the delay in responding.
We've been experiencing a particularly busy period, but one of our Customer Service team will be in touch with you shortly to help resolve your query.
Thank you for your patience.
Kind regards,
Customer Service Team
Excellent service
Excellent service from rescheduling delivery of spa to next day to replacing the care starter chemical pack when one bottle was damaged.
21 July 2026
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.