Lay-Z-Spa® UK Reviews 

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

Three weeks later and the item hasn’t arrived!

Not necessarily lazy spa fault at first, the delivery company they used never delivered the item then claimed they tried too but when we phoned up and explained they were a hour away at their own depot how could they of tried to deliver. Company stated driver have to put something or they get in trouble. Item never arrived and its been almost an entire month of me chasing lazyspa explaining the situation and the fact i never received the item so i wont be paying for it. It still continues to this day and i’m still without a refund of almost £900.
So no i wouldnt recommend getting one delivered i would recommend going to b&q and buying one and taking it home yourself.

Absolutely poor service.

Bought a new hot tub heater and pump. Delivery was supposed to take 3 - 5 days but after 10 days I inquired about it only for their response to be “we will look in to it” another 2 weeks later after contacting them again they confirmed I will get a refund. Another 2 weeks later and still no refund. After contacting them I was given refund next day.

Completely unprofessional service

Ordering easy received within 2 days setting up simple

Disgusting customer service. I will never buy anything distributed by Wilton Bradley Ltd again, and strongly advise against anyone else using them. The Lazy Spa brand are great, it’s the company that distributes them in the UK Wilton Bradley Ltd that should not be allowed to trade. I can’t believe that Lazy Spa are still using them, when you read all the reviews and how badly they treat customers. I’m still waiting for my refund for a spa that was never delivered 2 months later. They never answer the phone and the email replies are never carried out. Do not use or buy anything from Wilton Bradley Ltd.

The delivery, packaging and quality of product is all top-notch and I have no complaints in this regard. However, when it comes to warranty verification they are shockingly useless. I had to purchase another pump because I quickly realised that I'd be waiting forever for a potential replacement and/or a repair. The hot tub is primarily used as a therapeutic tool for my Son who has complex needs so it's a daily necessity - particularly during the Summer. Therefore waiting for Lay-Z-Spa to look after their customers in a professional & timely manner is a luxury I cannot afford. So when the pump stopped working it was easier to spend money on a new one rather than wait for some customer care to come my way. I've been waiting a long time to get an acknowledgement and verification from this company and I feel I never will. It's the usual tired story of customer service - you are made to feel important right up to the point of payment and then afterwards you lose your relevance.

Was a little trouble with delivery but apart from that it’s very good !