Review Time
My experience in dealing with this company, especially a certain member of staff called Elizabeth, was a pleasant surprise. A speedy repair and constant communication updates also added to my experience.
I am one of those people who does their research. And in reviewing inflatable and soft-sided hot tubs, I kept coming back to Wave Spas. So... I decided to pull the trigger on buying one of the inflatable models. But as soon as I did - I regretted not splurging a small amount of more money to get the foam Garda model. But I needed to get the inflatable order cancelled and switch over to the Garda model. And that's where Jade (Wave Global) came to my rescue. Jade was wonderful in helping me make sure the Garda model I wanted was in stock, then cancelled my inflatable order, transferred the money I paid over to the Garda model and created a new invoice with the remaining amount owed. All while keeping me informed via email in a timely and polite manner.
I haven't gotten my tub yet - but so far, the customer service at Wave Spas is outstanding!
Honestly if I begrudge giving this company 1 star!
I returned a spa which was faulty - took multiple goes at getting the courier they arranged to pick up but eventually that happened.
They have had the spa back for 17 days
I have chased my refund twice.
On the first occasion Sophie told me it would be 10 days.
I waited patiently, no refund.
I chased again to be told they would chase it with finance.
Still 17 days on no refund, sent another email another reply from Sophie today but this time nothing about the finance team, today she is telling me she will chase with her team to confirm the spa has been returned as it doesn’t look like it has despite I have an email proving DPd picked it up on 7th Jan at 14:19 and head of customer service David acknowledging they received it on the 8th and my refund 7-10 Days would start from then! And once has confirmation she will arrange a refund!
Honestly I do not understand any of the positive customer service reviews and will keep adding updated to my experience as I receive them.
*** ORDER NO W132388, Kelly Box
I encountered a minor problem with the heater of my 6-person hot tub, and the representative was fantastic in providing assistance. I’m now receiving a new replacement heater along with some complimentary items for the trouble. Truly a great service. Thank you once more!
I was initially hesitant about this purchase since I hadn't encountered anything similar before. After extensive research, I decided to buy a small foam hot tub. I was pleasantly surprised by how economical it is to operate compared to the previous inflatable one I owned. The setup was incredibly straightforward. I did encounter a problem with the pump, but the support team provided outstanding assistance. I am truly grateful for their patience, kindness, and understanding of my situation. I highly recommend this service!
Placed an order on 21/12 and didn’t get a delivery confirmation. Contacted the customer support team and received a reply within minutes. A big thanks to the representative for reassuring me that my delivery was on its way. So far, everything is going well.
I really enjoy the Eco foam. When it functions properly, it’s fantastic. Unfortunately, I had to replace the heater due to persistent heat loss. Without that issue, I would have given five stars, as the customer support is exceptional. Both representatives went above and beyond to assist me, responding to emails quickly, even on weekends. They provided both support and compensation, replacing the faulty heater. I can’t praise them enough.
The support team has been remarkable to collaborate with. Every member has been highly responsive, empathetic to my concerns, and very professional. Recently, a representative showcased these qualities brilliantly! Thank you once more!
I absolutely love my eco spa! They are far more durable than inflatables while remaining lightweight and portable. I was initially worried about potential issues and needing customer support, but their response time and resolution for my heater problems exceeded my expectations. Special thanks to the representative for her assistance. I even received the replacement heater by Christmas, just as I hoped. Her thoroughness and speed were greatly appreciated! Five stars overall.
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