Hydropool as part of the ordering replacement hottub cover process, charged me £250 for installation of the replacement cover & removal and disposal of the old cover. This was not fulfilled.... See more
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Chyna provided fantastic customer service when a small plastic part broke and stopped the spa from working. She posted the upgraded parts and I received these shortly after. Following fitting the ne... See more
Company replied
Having bought our hot tub over 7 years ago we had experienced no issues until recently when an error message appeared. On contacting Hydropool I was telephoned by their Customer Care Co-ordinator, Ch... See more
Company replied
The filters dont fit my tub though correct item on website, phoned them on Friday and they said would call back with a solution , called them 3 times today ( Tuesday )and went to answerphone and no r... See more
Company replied
Company details
- #20 of 20 best companies in Hot Tub Shop
Written by the company
For over three decades, Hydropool has been renowned as experts in the art of relaxation. It’s a reputation we’re thoroughly proud of. Hydropool UK is thrilled to be the longest established Hot Tub and Swim Spa company in the United Kingdom with a specialised talent for creating state-of-the-art, plush designs to satisfy your unique specification and desires. Whatever your need, we can satisfy. From Swim Spas for solo training and rehabilitation to homely Hot Tubs to enjoy with friends and family, we’ll surpass your expectations. Rest assured that when you reward yourself with the best Hot Tub on the market, you’re backed by the best customer care and after-sales teams to ensure that first dip pleasure lasts and lasts.
Contact info
The Spa Showroom, London Road, RH19 2RQ, East Grinstead, United Kingdom
- 01342 311000
3.7
Average
29 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 20% of negative reviews
Typically takes over 1 month to reply
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Hydropool as part of the ordering…
Hydropool as part of the ordering replacement hottub cover process, charged me £250 for installation of the replacement cover & removal and disposal of the old cover.
This was not fulfilled.
Emails were returned "not contactable" A complaint raised through Hydropool portal, which was not responded to for over 4 weeks, still received no reply apart from an AI generated incident number.
Pleased with replacement cover, very dissatisfied with Customer Service and Complaint response.
I'd very much like a refund for services purchased but not received.
19 June 2026
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Dear Steve,
Thank you for taking the time to share your experience. We’re delighted to hear that your order arrived quickly and that everything was well packaged. Your feedback is greatly appreciated and helps us continue providing the best service possible.
We look forward to serving you again in the future!
Kind regards,
Hydropool Customer Care Team
Hob tub leaking after two months
Had a hot tub installed on June 11th. It worked fine at first, but in mid-August it started leaking. Hydropool have no interest in fixing this issue: every dealer just wants to blame someone else or charge for what is clearly a warranty issue. Hydropool don't answer the phone or emails. Absolutely terrible service.
27 August 2025
Unprompted review
Hydropool East Grinstead- terrible!
This review refers to Hydropool East Grinstead:
reported a fault with my hot tub and one month later - still waiting for an engineer to make contact to discuss the issue. Numerous phone calls to their customer service department with no success.
Possibly the worst customer service department I have ever encountered.
AVOID HYDROPOOL EAST GRINSTEAD AT ALL COSTS.
28 July 2025
Unprompted review
Very quick delivery.
15 July 2025
It was just what was ordered and was…
It was just what was ordered and was received in a timely fashion.
23 June 2025
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Dear Paula,
Thank you for your feedback!
We’re pleased to hear that your order was exactly as expected and received promptly. Providing timely and accurate service is important to us.
If you need any further assistance, please don’t hesitate to contact us.
Kind regards,
Hydropool Customer Care Team
The filters dont fit my tub though…
The filters dont fit my tub though correct item on website, phoned them on Friday and they said would call back with a solution , called them 3 times today ( Tuesday )and went to answerphone and no reply to my messages so not happy
Finally called back and all now resolved
13 June 2025
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Dear Lance,
Thank you for updating us regarding your filter issue.
We sincerely apologise for the delay in our communication and any frustration this caused. We’re glad to hear that the matter has now been resolved and appreciate your patience throughout the process.
If you have any further questions or need assistance in the future, please don’t hesitate to reach out.
Kind regards,
Hydropool Customer Care Team
The part I ordered arrived swifltly…
The part I ordered arrived swifltly however I received a very large box which contained 1 small plug and a small washer. It almost got lost in the paper packaging inside the box
9 June 2025
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Hello Malcolm,
Thank you for your review and for your positive comments about the quick delivery.
We appreciate your feedback regarding the packaging. The size of the parcel is determined by our fulfillment centre, and while we understand it may seem excessive for a small part, it’s often based on what’s available at the time and what ensures safe transit through the courier network.
That said, we’re always reviewing our processes and will certainly pass your comments along to the team. We appreciate you bringing this to our attention and thank you again for your order.
kind regards
Hydropool Customer Care Team
This shop location is closed and now in Findon near Worthing
Guy in shop was helpful with advising on the correct filter but website should be showing that Felbridgee shop is now closed and moved to Findon near Worthing
3 June 2025
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Thank you for your feedback. We're glad to hear that our staff member was helpful in advising you on the correct filter.
To clarify, our online store is not directly affiliated with Hydropool Sussex, but rather serves as a central platform for all Hydropool dealers. We appreciate you highlighting the confusion regarding the Felbridge showroom — it has indeed relocated to Findon near Worthing, and we’ve updated the website to reflect this more clearly.
kind regards
Hydropool Customer Care Team
Kirsti was so helpful in identifying…
Kirsti was so helpful in identifying the correct parts for my Serenity, and my order arrived the next day. Fantastic service.
23 May 2025
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Hello Tecwyn,
Thank you so much for your kind words! We're thrilled to hear that Kirsti was able to help you find the right parts for your Serenity and that your order arrived so quickly.
Providing fast and helpful service is what we strive for, and it's great to know we hit the mark. We'll be sure to pass your feedback on to Kirsti — she'll be delighted to hear it!
Thanks again for your support, and if you need anything in the future, we're always here to help.
Best regards,
Hydropool Customer Care Team
Item arrived swiftly
7 May 2025
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Thank you for your review! We're glad to hear your item arrived promptly.
regards
Hydropool Customer Care Team
Great service
Great service from Daniel and Scott. We absolutely love our Hydropool and the whole process was made super easy. L
7 April 2025
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Thank you so much for the lovely review! We're thrilled to hear you're loving your Hydropool Hot Tub. Daniel and Scott will be so pleased to know they helped make the process easy and enjoyable for you—that’s exactly what we aim for.
Wishing you many relaxing and happy moments in your new tub! If you ever need anything, you know where to find us.
kind regards
Hydropool Customer Care Team
They were able to repair my Hot Tub even though I was out of the country
They were able to repair my Hor
4 April 2025
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Hello Joseph,
Thank you so much for the great review! We're glad we could get your hot tub repaired—even while you were away. We always aim to make things as smooth and hassle-free as possible.
regards
Hydropool Customer Care Team
Efficient service
Efficient service . Polite and helpful service by Luke who entered and opened our hot tub. He is a contractor to Hydropool.
Not easy to communicate with Hydropool service department direct for advice and information re follow up and parts
The 2 are not joined up which is frustrating
8 April 2025
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Hello Jacquelyn,
Thank you so much for your feedback! We're really pleased to hear that Luke provided you with efficient, polite, and helpful service — we’ll be sure to pass along your kind words to him.
We also truly appreciate you highlighting the communication challenges you've experienced. We understand how frustrating it can be when things feel disjointed, and we're actively working on improving coordination between our service department and contractors to provide a smoother experience for our customers.
Your comments help us get better — thank you again for sharing them.
kind regards
Hydropool Customer Care Team
Competent
Competent, engineer quickly found site of leak, an internal hose had come away, and fixed our leaking hot tub. Also gave me helpful advice
5 March 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Thank you for your kind feedback! We're glad Andy our engineer was able to quickly locate and fix the leak for you. It’s always our aim to provide efficient service and helpful advice, so it’s great to hear you found that useful. If you ever need any further assistance, we’re always here to help. Enjoy your hot tub!
Hydropool Customer Care Team
Great company great to deal with they…
Great company great to deal with they have everything you need thanks again
26 February 2025
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Thank you for the fantastic feedback! We’re so pleased to hear you had a great experience and found everything you needed. We really appreciate your support and look forward to helping you again in the future.
kind regards
Hydropool Customer Care Team
Chyna provided fantastic customer…
Chyna provided fantastic customer service when a small plastic part broke and stopped the spa from working. She posted the upgraded parts and I received these shortly after. Following fitting the new parts everything is back to normal and we're enjoying the Hydropool spa again. Thanks
6 March 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Thank you so much for your kind words and for sharing your experience! We’re delighted to hear that Chyna was able to assist you so quickly and get your spa back up and running. Customer satisfaction is always our top priority, and it’s wonderful to know you’re enjoying your Hydropool spa again. If you ever need anything else, we’re always here to help. Thanks again for your support!
kind regards
Hydropool Customer Care Team
Brilliant sales and support people
Brilliant sales and support people. Nothing is too much effort. Fair prices and amazing product. So happy with our Signature hot tub and so nice to have a company that doesn’t sell you what you don’t need.
17 February 2025
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Thank you Roger,
We’re thrilled to hear you had such a positive experience with our sales and support team. It’s fantastic to know you’re loving your Signature hot tub, and we always aim to offer fair prices and honest advice. Your feedback means a lot to us, and we look forward to continuing to support you in the future.
kind regard
Hydropool Customer Care Team
My pump required replacing
My pump required replacing and Hydropool, were great helping and Andy the engineer was really good, he diagnosed the problem and fitted a new pump, great job.
21 February 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Sussex
Thank you for your kind review! We're so glad we could help with your pump replacement. Andy will be pleased to hear your feedback—he takes great pride in his work. If you ever need anything in the future, we're always here to help. Enjoy your spa!"
regards
Hydropool Customer Care Team
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