Lay-Z-Spa® UK Reviews 

I bought a Hawaii Smart AirJet directly from Lay-Z-Spa UK on 30 June 2024. On 22 June 2026, shortly before the two-year warranty expired, the AirJet system failed. The blower could be heard running, but no bubbles were produced. When the pump was disconnected, a significant amount of water flowed from both the liner-side AirJet connection and the pump-side AirJet outlet.

I reported the fault immediately and supplied proof of purchase, serial and batch information, photographs and a video showing the failure.

On 30 June, I was asked to disconnect the pump, operate the AirJet with paper in front of the outlet, and photograph deep inside the liner air pipe. I explained that I was concerned about powering the pump after water had come from its AirJet outlet. Nevertheless, I briefly operated it solely because the warranty team explicitly required the additional video in order to progress the claim.

I uploaded the additional video and five further photographs on 6 July. I was then repeatedly told that the photographs were not clear enough because the team wanted to see a small “umbrella-shaped” component deep inside the pipe. The practical problem is that water gushes from the pipe as soon as it is disconnected, making the requested photograph extremely difficult to obtain. I have supplied the clearest photographs and videos I can reasonably take.

I accept that the final set of evidence they requested was uploaded on 6 July. However, the claim had already been open for two weeks by then, and each delay followed a new request for evidence. The case has now been open for almost four weeks, with no repair or replacement decision, no inspection or collection offered, and no substantive written update.

During telephone calls I was given vague timescales of “two to three days” and then told the case could take another ten days because it had been escalated for further review. I was not able to speak to a manager.

This is a highly seasonal product. I have lost some of the hottest weeks of the year, including a week I had taken off and specifically wanted to use the spa, and I will shortly be away for several weeks.

The spa itself was enjoyable before it failed, and I had been considering upgrading to a HydroJet model. Unfortunately, the handling of this warranty claim has completely undermined my confidence in buying another Lay-Z-Spa product.

I will update this review if the company provides a prompt and satisfactory resolution.

The hot tub is an amazing addition to my garden. It arrived promptly and was very easy to assemble. I think it will improve my health too!

The hotub is great but it seems to go cloudy after one use! We are monitoring it and the moment. The delivery was a little awkward with the third party tracker not working.

We love the hot tub and how it works though, and there website was easy to use.

Ease of ordering correct inflatable lid and quick delivery after.

Bought hot spare, Lay-z-spa
Brilliant love it, would recommend to buy from tiktok recommend defo
John

Been 3 weeks no spa been delivered haven’t had had a reply to my e mail for over a week when I home customer care the phone cuts out after 3 rings. Terrible service

I genuinely don’t know where to start.

I placed my order expecting delivery within the advertised timeframe. Instead, almost three weeks later, I’m still waiting, and at this rate it looks like it could easily be a month.

The original hot tub eventually made it all the way to my local depot after spending days sitting at the Midlands hub. Just when it looked like it would finally be delivered, it was recalled and sent back down the country.

A replacement was then dispatched… using exactly the same courier, with exactly the same standard service. No priority shipping. No expedited delivery. Nothing. It has now spent days sitting in the Midlands hub just like the first one did.

I’ve been told that deliveries to Aberdeenshire take longer. I simply don’t accept that as a valid excuse. A parcel can travel from London to Aberdeenshire overnight if the logistics network is run efficiently. This isn’t a geography problem, it’s a service problem.

Throughout the entire process I’ve had to chase constantly for updates. Communication has been poor, phone queues are lengthy, and I have received no proactive updates unless I’ve contacted them first.

What disappoints me most is the complete lack of ownership. There has been no apology that feels genuine, no goodwill gesture despite weeks of inconvenience, and no recognition that this experience has been unacceptable.

At this point the excitement of buying a hot tub has completely disappeared. After weeks of delays, endless chasing and repeated disappointment, I’m honestly not even sure I want it anymore.

I understand that couriers sometimes have problems. What I don’t understand is why, after the first delivery failed so spectacularly, the replacement was handled in exactly the same way with no attempt whatsoever to put things right.

An incredibly frustrating experience from start to finish.

We were very pleased with ordering delivery of our Lazy Spa unfortunately we had a problem with liner deflating but it has now been replace and all seems good.

Lovely pool.
Only slight thing was everything came separately with different carriers!
The last one to be delivered was the mat!
Not ideal as this is the first thing you need to put down before setting it all up

Was happy with the part delivery could have been faster or better communication as to its progress

Bought the Santorini hot tub. It's amazing. Well worth the extra price. Been using it every day for about two months. Instructions for set-up are rubbish. But it's fairly intuitive and there are some good You-Tube videos to follow. The app takes a little bit of getting used to, but again it's fairly easy to set-up schedules, althought it doesn't respond well to instructions to switch on or heat up on demand. I have to set up a schedule. But that's relateively simple.
The hydro jets are a great massage feature. The extra air jets compared to basic models are phenomenal. And the interal inflated seating is so comfortable. I bought the additional insulated full cover, and invested in two 100mm 2.4m x 1.2m insulation boards from B&Q covered in waterproof membrane from screwfix. (£120, £90 & £20, respectively). Well worth it. In this hot weather, only having to heat the tub for 3 hours per day to 39 degrees, at the off-peak rate, 3-6 am. Tub stays between 39 and 37 degrees all day, even up to midnight. Cost of running this hot-tub, is working out about 35-42p per day.
And it came with £140 worth of chemicals etc..
Could not be happier with my purchase. Well done Lay-z-spa.

Absolutely shocking company to deal with purchased a maldives bundle for over
£1200 on the 7th of June and it never arrived after speaking to customer services they said it was the couriers fault which isn't my problem my contract is with lazy spa asked for my money back which they said should take 5 days it is now the 16th July so over 4 weeks later and still no refund they don't reply to emails and the customer service dept blame everyone else including their own refund department.
I have had to go down the route of putting a claim in through my credit card company which is a further hassle I shouldn't have to do .
So the advertisement that paints an amazing relaxed time spent in a spa is not what you get what you really get is nothing but frustrating lazy customer service

Best price I found for testing strips - cheaper than Amazon

I bought try a seat for my Lazyspa and it does the job perfectly

Love this Spa! Upgraded from the old style when our pump gave way at xmas to the New York AirJet energy bundle in June 26. Set up was easy, all ready to use within 24 hours. We bought this to see how cost effective it would be, at present with all the nice weather in the UK it is hardly costing anything. Also on an EV tariff which helps get it up to temp for less. EnergySense works and it is well worth paying the extra. Really easy to maintain, use it twice a day, highly recommend :)

The repair kit didn’t work for a very small hole/ leak

The Carrera Hot Tub worked fine last summer, put it away for winter, got it back out in May and it was fine….. till the pump started playing up constant E02 error, after following all online Lay-z-spa recommendations, contacted Customer services, advised to filled out warranty claim, took the required photos and videos, it’s been 6 weeks since I first contacted them and still not resolved, other than reply’s that say ‘experiencing high volume of messages may take 7-10days’ and that’s after each contact….. doesn’t bode well if everyone is having problems……. who do I complain to ?

Great service, easy to order, fast delivery, great all-round good quality, and great advice. Easy setup and online instructions if required.