parts are not always available and the cost is not low, but service good and prompt delivery, last point, the hot tub is great, not let me down at all, would recommend.
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Review summary
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Reviews shaping this summary
Ordering was easy and the installation team arrived when they said and installed the cover very quickly (5 mins max). Communication needs to be improved as the installation was not booked initia... See more
Very quick delivery, all items well packaged, easy to order
Company replied
Ordered a new cover for my Serenity tub. Order dispatched promptly and good tracking information given. Unfortunately the wrong size was delivered although this wasn't obvious until it had been open... See more
Company details
- #19 of 20 best companies in Hot Tub Shop
Written by the company
Hydropool is the UK's longest-established specialist retailer of hot tubs and swim spas, proudly serving customers since 1997 with 29 locations nationwide. We believe in the transformative power of water and its ability to enhance your well-being. Whether you're looking to stay fit, recover, relax, or simply have fun, our hot tubs and swim spas are designed with innovation and creativity to support your lifestyle. At Hydropool, we’re passionate about providing the perfect water experience for every moment, every day.
Contact info
8 Turnberry Park , LS27 7LE, Leeds, United Kingdom
- 01342311000
- customercare@hydropool.co.uk
- www.hydropoolspas.co.uk
3.7
Average
183 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 25% of negative reviews
Typically takes over 1 month to reply
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False Start
I have no idea why Hydropool have sent me a link to comment on how they've done with my order when it hasn't even been delivered yet - bit premature Hydropool!
16 June 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Good afternoon,
Thank you for your feedback. We apologise for the premature request for a review before your order was delivered. This was an oversight on our part, and we appreciate your understanding.
Please do let us know once your order arrives, and we hope to provide you with the excellent service you expect from Hydropool.
If you have any questions or need assistance in the meantime, please don’t hesitate to get in touch.
Kind regards,
Hydropool Customer Care Team
Impressive delivery time
I placed the order on the Friday and it was delivered by Saturday morning. Great choices of products at very reasonable rates will buy again
14 June 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello Lorraine,
Thank you for the fantastic review! We're so glad your order arrived quickly and that you were happy with our product selection and prices. We truly appreciate your support and look forward to your next visit!
kind regards
Hydropool Customer Care Team
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello Alan,
Thank you so much for your kind words! We're thrilled to hear that you found the ordering process easy, appreciated the great price, and received your delivery the next day. We look forward to serving you again soon!
regards
Hydropool Customer Care Team
Great hot tub but plagued by problems from day 1
The hot tub itself is absolutely wonderful but sadly we’ve had constant issues with ours throughout our six months of ownership.
The lighting failed very quickly (still awaiting a new lighting unit), one of the corner panels falls off repeatedly despite our lovely dealership giving us endless replacement clips, and now one of the pumps has now developed a leak.
We use the tub daily (2 people twice a day) and maintain it meticulously according to Hydropool’s guidelines. After paying the guts of £16,000, it’s very disappointing. This is meant to be a quality brand.
3 June 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello Kerry,
Thank you for taking the time to leave a review. We appreciate your purchase of chemicals from our online store and are truly sorry to hear about the ongoing issues you’ve experienced with your hot tub.
After checking our customer database, it appears that your hot tub was purchased through another authorised Hydropool dealer. For this reason, we would kindly recommend reaching out to them directly to arrange a service visit. Each dealership is responsible for managing their own after-sales service and warranty support, and they’ll be best placed to assist you promptly and effectively.
We completely understand your frustration, especially given your investment and the care you’ve clearly taken in maintaining your hot tub. Hydropool is committed to delivering high-quality, reliable products, and we regret that your experience so far hasn’t reflected that.
If there’s anything we can do to assist you from our side, please don’t hesitate to get in touch.
Warm 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
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
Broken On delivery…
Ordered a part from the Hydropool website delivered quickly but it was broken on delivery. I logged a case and a week later still waiting for resolution. Even got asked where I got it from. Disappointing service from what I thought was a reputable businesses
2 June 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello John,
Thank you for your feedback, and we’re sorry to hear about your experience.
We understand how frustrating it is to receive a damaged item and then have to wait for resolution. Please accept our sincere apologies for the delay.
Regarding your mention of being asked where the part was purchased: when you logged your case, that detail wasn’t clear, and we needed to confirm it to ensure we were handling your request correctly and through the right channel. We're sorry if this added to your frustration — it was not our intention.
We value your business and are actively working to resolve your case. If there's anything further we can do, please don’t hesitate to reach out.
kind regards
Hydropool Customer Care Team
Wrong filter, wrong address
Emailed hydropool as I have an old model to ask for correct filter. Signposted to filter, but when it arrived ,it was the wrong one. No returns label in package, so had to contact them again ,to get that sent out. Returns label sent to wrong address . If I didn’t have a hydropool swimspa I would not use again, but feel I am stuck.
2 June 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello Judy,
Thank you for your honest feedback, and we’re truly sorry for the inconvenience you've experienced. We understand how frustrating it must have been to receive the wrong filter and then face additional delays with the return process.
We aim to provide accurate support and efficient service, and it's clear we fell short in this instance — especially with the incorrect returns label. Please accept our sincere apologies for the inconvenience caused.
We genuinely appreciate your continued support as a Hydropool swim spa owner, and we’d like the opportunity to make this right. If there’s anything still outstanding or if you need further assistance, please don’t hesitate to contact us directly at customercare.co.uk.
Thank you again for bringing this to our attention — your feedback helps us improve.
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
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
AVOID THIS COMPANY LIKE THE PLAGUE!
AVOID THIS COMPANY LIKE THE PLAGUE!!
We spent £40,000 on a training pool which came with broken parts we then had to wait to be repaired. We finally got it up and running and then had a problem with the computer screen. We closed the pool down and re opened it last week using the recommended company. Paid £300 for them to clean it to get it up and running and when turned on the screen is showing yet another fault. Called Hydropool last week and finally after 19 calls spoke with a human but unfortunately she hasn’t replied to me. Called again today 6 calls no one answers the phone.
Absolutely disgusting service for such a high end item.
JUST TO CLARIFY REGARDING HYDROPOOL response. We haven’t had a service by a 3rd party we had a clean. We have yet another electrical fault with the screen and we can’t utilise the pool at all.!
Your lovely staff member china has just called me and is trying to resolve the issue but we’re still no closer to get an engineer booked.
Since you installed the hydropool we’ve had at least 5 electrical faults with different parts in 2.5 years which started from day 1! This is not excusable for a high end product! Every time we want to use it something else breaks and we have to wait for parts and fitting.
2 June 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello Cheryl,
Thank you for your feedback, and we're truly sorry to hear about the frustrations you've experienced.
We’d like to clarify that the recent service on your pool was carried out by a third-party company, not by Hydropool UK. As such, any issues arising from that service—including the current fault—will need to be taken up directly with the company that performed the work. However, we're happy to support where we can by liaising with them if needed.
Regarding your difficulty reaching us by phone, we apologise for the inconvenience this has caused. To ensure your concerns are dealt with promptly, we always advise customers to complete a claims request via our online store. This goes directly to our Aftersales Department and is typically actioned immediately.
We understand how disappointing this experience has been, especially with such a significant investment, and we remain committed to resolving the matter as quickly as possible.
Please don’t hesitate to submit a claims request or email us directly so we can assist further.
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
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
The order was incorrect customer service awful
The order was incorrect
I have emailed several times to get correct parts
But no one seems to come back
They had my hot tub details and still sent me incorrect water diverters and now no one seems to answer email
Also other parts are incorrect not as described and my o rings never turned up
Customer service awful
Never answer you
You cannot call
Happy to take your money
But now I have hot tub parts cannot use
29 April 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Dear Craig,
We're truly sorry to hear about your experience and the frustration caused — this is not the level of service we aim to provide.
We sincerely apologise for the incorrect items sent and the lack of response to your emails. We understand how important it is for you to receive the correct parts, especially when it affects your ability to enjoy your hot tub.
Please know we take this feedback seriously and are currently reviewing your case to understand what went wrong and how we can make it right. We would appreciate the opportunity to resolve this promptly, we have received your email and are looking into this for you.
Your satisfaction is important to us, and we're committed to finding a swift and suitable resolution.
Thank you for your patience and bringing this to our attention.
Kind regards
Hydropool Customer Care Team
Good communication and quality of goods…
Good communication and quality of goods is very good
20 May 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you so much for your kind words! We're glad to hear you were happy with the quality of our products. Your support means a lot to us, and we look forward to serving you again soon.
Hydropool Customer Care Team
Much better experience
Much better pictures on website making sure I got the right items. Fast delivery and good fitting on our Hydropool.
15 May 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for the great feedback! We're glad the improved pictures helped you choose the right items, and it's wonderful to hear everything fits well on your Hydropool. Fast delivery and customer satisfaction are top priorities for us—thanks again for your support!
Kind regards
Hydropool Customer Care Team
Kirsty was very helpful and efficient
9 May 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for your lovely review! We're so pleased to hear that Kirsti was helpful and efficient – we’ll be sure to pass on your kind words to her. We really appreciate your feedback and hope to assist you again in the future.
Kind regards
Hydropool Customer Care Team
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for bringing this to our attention. We’re sorry to hear that you haven’t received your delivery. I’ve emailed you the delivery photo separately so you can review and confirm. Please don’t hesitate to reach out if there’s anything further we can do to resolve this promptly.
kind regards
Hydropool Customer Care Team
completely painless experience
completely painless experience, everything happened with no hiccups
7 May 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you so much for your kind words! We're thrilled to hear that everything went smoothly and that you had a completely painless experience. That’s exactly what we aim for, and your feedback means a lot to our team. We look forward to serving you again.
regards
Hydropool Customer Care Team
Excellent service from start to finish
Excellent service from start to finish. Comprehensive information provided. Communication was good, to explain the short delay in delivery (due to the late arrival of the ship into its UK port), and we were compensated for this with a useful credit against pool chemicals. The spa pool is wonderful and we're really glad we made the investment.
29 April 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you so much for your kind words and thoughtful feedback! We're delighted to hear that you had a positive experience from start to finish, and that our team was able to keep you informed throughout the process. We're glad the delay was communicated clearly and that the credit for pool chemicals was helpful. Most importantly, it's wonderful to know you're enjoying your new hot tub and feel confident in your investment. If you ever need anything in the future, we’re here to help. Enjoy every relaxing moment!
regards
Hydropool Customer Care Team
Item arrived swiftly
7 May 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for your review! We're glad to hear your item arrived promptly.
regards
Hydropool Customer Care Team
When looking into buying a hotub I…
When looking into buying a hotub I called into the store for advise and information.
Dan was really helpful took the time to advise me with no ‘hard sell’
After this I knew what I wanted so a couple of months later once I was about ready to order one Dan happened to have a follow up call which I called over the next day and ordered a tub.
Even though I didn’t deal with Dan I sorted my order with Will I believe..
the whole experience was super easy and helpful from talking about an item to delivery and follow up making sure I was happy.
Definitely recommend Hydropool
25 March 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you so much for sharing your experience! We're thrilled to hear that Dan was able to provide helpful, no-pressure advice and that Will made the ordering process smooth and straightforward. It’s great to know the entire journey—from your first visit to delivery and follow-up—was easy and enjoyable. Your recommendation means a lot to us, and we’re so glad you chose Hydropool. If you ever need anything in the future, we’re just a call away.
kind regards
Hydropool Customer Care Team
Chyna at Hydropool UK is a God-send
Chyna at Hydropool UK is a God-send. After having had an unfortunate experience with a Hydropool dealer who went out of business and could no longer service my warranty, Chyna stepped up to the plate and did an incredible job rallying the troops to get me everything I needed such that the amazing team of Dermot and Andy on the day were prepared to tackle each issue in an efficient fashion, with the necessary replacement part to hand. It is service like this that earns Hydropool the goodwill of current and future customers. I really appreciate it.
2 May 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you so much for your kind and thoughtful review. We're truly sorry to hear about your initial experience, but we're delighted that Chyna was able to step in and provide the support you needed. She’s a valued member of our team, and it’s wonderful to hear how effectively she coordinated everything to ensure Dermot and Andy were fully prepared. We're proud to have such a dedicated team who go the extra mile for our customers. Your recognition means a great deal to us, and we’re grateful for your continued trust in Hydropool.
kind regards
Hydropool Customer Care Team
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