Hydropool Hot Tubs and Swim Spas UK Reviews 

Wow! I sooo wish I had seen all the poor reviews prior to purchasing a hydropool swim spa! Two years ago we bought it from a local retailer. We have had issues since day 1! Mat wasn’t glued down properly, waterfall stopped working and was leaking! Northern lights not working properly, frame on intake filter keeps coming off and leaking at base of spa that has progressively worsened over time to the point where we lost about one foot of water overnight and had to turn the spa off! So, we are unable to use it now because of some massive leak! The retailer that sold us the spa has been no real help either. They just drag their feet with every excuse in the book as to why it’s going to take so long to get a technician out to fix it, blah, blah blah! We feel like we bought a lemon and would love to file a class action lawsuit for all Hydropool owners! This is absurd that this many complaints and issues exist. What we bought for enjoyment has been mostly headaches and heartburn!!

The worst after sales experience you can receive. After over a year chasing to have my hot tub fixed with several issues, I am still on the phone chasing down the same people who always seem to have the same excuses. They say they will call back to arrange an engineer, but never do. And when you speak to an alternative colleague you get the same response / no action. This is suppose to be a premium product. All that’s premium is the price ! Today I was told off that I had spoken to an engineer and not the service folk, even though I pointed out the engineer was covering sickness (which they use as an excuse all the time) in the service team ! Hydropool need to replace the current UK setup / distribution partner as it’s a sham !!

Unfortunately our hot tub was delivered with damage to the plastic outer casing. After four months and a lot of pestering we had a site visit today . . . and their operative had been sent with the incorrect right parts to rectify the problem. They give you all the spiel on the phone but in my experience that's all this company appear to be good at.

Very dissatisfied. Was sold 2 hot tubs at the Grand Designs exhibition in late 2017. Salesman keen to make a sale was ok with them going into store with me pending the construction of a new house with the warranty starting upon Hydropool commissioning the tubs. We only recently asked for commissioning. The engineers only concentrated on one tub not the other and unresolved problems exist with both tubs. Hydropool uk is insisting that the warranties have expired even though that hadn’t commissioned the and won’t resolve the repairs at no cost to me. Now they are ignoring my follow up emails.
Also it’s taken them over 4 years to deliver the steps.

Visited Stapleford, Nottingham and met with the Chris
Lawes to have a wet test in the swim spa. Very professional knowledgeable with a pleasant personality.
No hard sell. Allowed me time to experiment with the swim spa explaining the Hydropool system. I am unable to comment on the after sales.
I would recommend Nottingham branch for being very helpful.

Poorest company to deal with that i have ever come on in my entire life. Bought a 14ax swimspa in March, they delivered the wrong one in June and it broke in September and hasn’t worked since. No one is taking any notice if my issues not working to resolve them

Great company when you are in the process of buying a hottub infact all over you like a rash but as soon as you need aftersale service they/you don't exist. I have been trying to but some replacement parts for my Hydropool hottub but cannot get a response out of this company either here in the UK or the parent company in Canada. Totally unprofessional and discourteous.

We would like everyone to know what Hydropool is like as a company ! They entice you in with a premium product with wonderful visions of fun and relaxation BUT that is where the dream stops and the nightmare begins!!!!!!!
All the sales chat is not aligned to the post sale experience. Our hot tub has not worked correctly from the day it arrived!!! We have never received so much as an apology. No body at Hydropool takes responsibility for any issues, we have always had to chase them up to get any answers which only leads to more frustration as more excuses are offered! We have been putting up with this for over 3 months and it has been so upsetting. We primarily want the hot tub for therapeutic treatment for a family member who’s in a wheelchair. Being in the water offers some relief from the constant pain they have to endure daily. However this has NOT been possible, we are so disappointed!
Do not use this company!!!!

Buying from Hydropool was one of the biggest mistakes I've ever made. Paid to the tune of £13k to have had issue after issue, literally.

I had to fight tooth and nail to get them to uphold the agreed number of service visits we bought as part of our package. In the end it was only the fact that I had my original paperwork that proved they were wrong.

Tub discoloured at the level of water surface and were told it's our fault for putting too much chemical in (not true).

Waterfall valve has never really worked properly and has been replaced multiple times. Waterfalls always trickle water even when shut off.

Manufacturer defect meant the LED lights were not in place and buried within the insulation foam.

Shoddy repairs with silicone noted on brand new tub. Was told this is normal. Had part eventually replaced proving the silicone shouldn't have been there.

We had all the foam cushions disintergrate after 2 years (they don't tell you not to keep them in the tub when not in use). Cost £200 to replace. Wondered why the new onces weren't fitting as tight as the old ones only to find we were meant to pull out the plastic components which were chucked away with the old cushions. If I'm meant to read the manual to realise the cushions should be removed after normal use, the least you can do is mention in the manual what bits you do and don't get as part of a cushion set. Cheeky blighters were happy to sell me more components at ridiculous prices.

Now to cap it all off, the bloody machine has developed a couple of major faults and wont work.

Dealing with this company is PAINFUL. You are treated as a cash generator and not a customer. Some of the UK office workers have zero common sense.

I really wish I had bought from Jacuzzi instead.

EDIT: Tub installed 2017, died 2019. Had to replace main pack at a cost of £900. So you may want to account for £900 every 2-3 years on top of the £200 every couple of seasons for new foam cushions.

Should have read the reviews before purchasing
Hot tub arrived on time and looked great
sprung a leak in just two weeks and took out the summer house floor. When checking, drain on unit has not even been done up correctly at the factory!
Leak located on the main return line but during visit, engineer tried to advise that leaks are normal (even through QC husband pointed out that sealed systems should never leak - no answer to that one!) - dumped 100 litres of water in minutes!
Engineers left with promises that screws they damaged would be issued by post together with new drain connector as one supplied would not do up
Screws/connector arrive but so poorly packaged, envelope ripped open in transit.
What a surprise, wrong screws have been (wrong length, colour and type) and connector still will not seal.
Phoned customer services and promise a call back.
A week later still nothing - report via chat this time so have written paper trail.
Now have all the videos and photos of the leak, damage and also the transcript from the non-existent customer services.
I would not recommend this company to anyone
Spent thousands replacing an existing unit that lasted 17 years without issue (spaform) - this unit lasted less than 17 days before first leak and is still not able to be drained due to lack of parts
Decide for yourselves but we will not be repeat customers

Do not buy from hydropool. Customer service is terrible and promise after promise about meetings.... 3 years down the line I’m told that my spa is now out of warranty and that they now require me to give them more money to rectify issues that they have caused during subsequent visits and trying to avoid doing any work by simply making a few tweaks when in actual fact they just did this as they were already paying their technicians a wage so the long and short of it is that they didn’t invest anything in repairs.

I bought a hot tub which was delivered. In September 2016. On delivery the hot tub was dropped and the panels damaged. I have been waiting since 2016 for them to rectify the damage. I have been messed around by various individuals in this company sending people around to measure the panels and then promises or the panels being ordered and in transit but never arriving.

As some was of compensating for the delay I was promised 2 filters which were delivered and new pillows for the waterfall and the two other pillows, which have never been delivered.

The hot tub has now gone wrong and is leaking at one of the waterfalls. I had to pay £140 for an engineer to come and have a look as well as he was supposed to measure the damaged panels. He found the leak and said the manufacturers has used screws too short and the front and back has separated, leading to the leak.

This was January 2019 and I'm still waiting for the parts so the engineer can fix this.

The customer service at this company is abysmal and I wouldn't recommend anyone purchase a hot tub from these people.

It's the price of a small car and you expect your car to run better than this, wouldn't you.....

I visited Grand Designs at the London Exel Centre back in July 2016 and purchase a LayZboy spa from the Hydropool stand. I got what I considered at the time to be a good deal and having purchased, myself, my fiancé and my parents were treated to a bottle of champagne by Jonathan Bunn the Managing Director who we had a very interesting chat with about how he had started the company and why he primarily sells through shows.
The tub was delivered on time although there were a few protracted discussions as we live alongside the A3 and getting a Hiab into place to lift the tub into our rear garden had its problems.
The tub worked well but soon developed a problem with the lights around the inside of the tub. They have some small foam type washers on them, presumably to stop leaks, and these washers started to disintegrate. I contacted Hydropool to arrange a service call. It took them ages to find a suitable day and time to call and when they turned up they had no parts. The engineer said he would order the parts and I would be contacted. 3 months later after many phone calls to their service manager Rupert Godding I was told the parts had arrived. They called to fit them and as you may guess, they were the wrong parts. I was told they would re-order but that I would have to wait for another container of tubs to come into the country before I could have the parts. ( still not sure why they couldn’t post some foam washers!!) Finally last Friday, after what seems like hundreds of phone calls, I was told the parts had arrived. Yes you guessed it, wrong parts yet again. It is now 10 months since I first reported the problem and still it’s not fixed.
Jonathan Bunn went to great lengths at the show over that glass of champagne to tell us how good his customer service was. Jonathan I have to tell you it’s worse than useless. Even emails direct to you have not resulted in any response or anything happening. This company may have some good products when it comes to the tubs but that’s no good unless you can back it up with a first class service. Hydropool clearly cannot.
Today is Monday and as I write this review I am still waiting for Hydropool to call me to tell me what happens next. Not good at all.
My father has a Jacuzzi. Excellent product and excellent service. Would I buy Hydropool again. Not on your life. Take my advice steer well clear and buy another make.

Update.
I am pleased to say that at last all my problems and concerns have been resolved following the intervention of the Managing Director. I have required an additional service call since the problems experienced in my review above were dealt with and I am happy to report that it all went very smoothly. The tub has proved to be wonderful. I am now prepared to recommend Hydropool, but hope that the improved customer service experience continues