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Spa World
Dont buy from Spa World
We waited 12 months for the Spa to be delivered. Poor communication or no communication from Spa World. Spa World didn't know where out spa was being kept when it finally did arrive. Deliver date was given but Spa not released. Spa not plumbed in so we can't use our $35,000 Spa and no contact from Spa World
The way they operate - I have to say this is an absolute disgrace
The way they operate - I have to say this is an absolute disgrace. From the originally agreed delivery date of the end of April to have that line pushed back over and over (now maybe by the end of May but not guaranteed – the spa was bought in October last year) is a horrible way of conducting business and extremely poor customer service.
And that generic excuse is used by almost every company that’s failing to deliver on its promise of logistics issues in relation to delivery – stop using that poor excuse – I bet if I was a celebrity or a pol...
- 7 reviews
- 1 like
if i could i would give them a 0
never go with this company they said they lost our paper work but it was a lie suppost to get our spa in jan but we are getting it in march not happy with this
Terrible service
Don’t know about the spas because after numerous attempts still never got a call back. Most of the time couldn’t even speak to an operator. I guess when your dealing with the big companies service comes second to sales. I would hate to think how bad the service would be if I had a warranty breakdown or even a user question.
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If I could give ZERO stars I would - lack of service is attrocious
Bought a Jacuzzi spa less than 6 months ago. Lights were leaking and we advised this just after installation. Service technician just told us to keep water below lights.
We followed up and were advised the lights would be fixed. That was 5 months ago and we are still waiting. Now the SPA will not even turn on. We told we need new part and so have to wait for that.
The SPA technician that works for SPA WORLD is attrocious. He is rude, lazy and obstinate.
We would NEVER recommend anyone purchasing from SPA WORLD if they actually want to use their spa. Phone calls for help are not answered, messages left are not replied to and when they do contact you it is just to delay any help further.
Buyer beware Spa World Seven Hills
My spa experience has turned into a total nightmare! Left a 10k deposit 7 months ago and still no spa to show for it! Has been the worst customer experience ever!
Terrible customer service!! Will never use them again!
I paid a deposit of nearly $10,000 for a swim spa roughly 6 weeks ago. On the invoice it stated that the deposit was fully refundable for any reason. I have since lost my job and have now been trying to get my money refunded for over a month. Every time I call Tom Whyte from Spa World Tullamarine all he has to say is “ I don’t know why it’s taking so long”. I’m am about to lodge this matter with consumer affairs.
Worst customer service I’ve ever experienced. I recommend you take you money elsewhere.
bad back up service
The back up service was bad and the warranty was not honoured even after many attempts to contact the company
My spa stopped working and they would not help me at all
Absolute Garbage!
The worst possible experience someone could endure in buying a spa... These people have no idea what they are doing!
The sales pitch: Yeah we can get the spa in place (given all boundary measurements and spaces to drive the HIAB enabled vehicle) House plans and elevations shown to the salesperson. [name removed] tells us it will be ready for delivery in 4 months.
The wait: We sit for 4 months fervently trying to prepare the area for the spa.
The delivery: They figure out they've got our spa and want to deliver it... 2 months later... Unfort...
Read moreunately it takes time to build a concrete reinforced retaining wall and concrete pad to support the water brick you just bought (salesmen can't tell you how much the product weighs apparently or your legal requirements to harness such an object). So we finish the wall and concrete pad ASAP. The CRANE: Yeah they may say HIAB but what they meant was $2000 worth of crane which they're obviously getting a kickback from... Criminals! The End: So eventually they forgot to book the $2000 crane thank [name removed] and a realistic crane cost us $570 to get the spa in place... Spa World are criminals... DO NOT BUY YOUR SPA FROM THEM!!! I spent $40000 and wish I could take it back.Find out how Spa World compares to other Pool & Spa Shops
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- 2 reviews
- 2 likes
- Verified
Problem after problem after problem.
The first issue was the spa delivery (IKON Spa) was delayed, which can happen and is not the end of world but it ultimately meant I had to arrange the crane for another day which was a lot of time/effort. When the spa was delivered it came with the wrong colour panels, this took several months to get resolved. The next issue was the side panels would come/fall/fly off in the wind as they were poorly designed/fitted. After multiple visits from the service team, the panels were attached somewhat securely but the gaps and quality control is poor s...
Read moreo the end result was nowhere near what would be reasonably expected for a premium ($25,000) spa. The next issue was the spa cover faded within a few weeks and looked very old. The cover had 4 lock down clips yet it would also fly off in the wind even when locked in place due to the gap tolerances being so poor. They replaced the cover with a new cover which had 6 lock down clips with key locks, this did not solve the problem. The lock down clips did however immediately start to cause damage to the spa where they struck the wooden decking, this led to the wooden decking needing to be replaced which took multiple visits. I've now given up trying to get the issues with the spa resolved as the service desk does not respond in a timely manner, communicate effectively or follow up issues, I had to chase and chase the service desk to get even the most simple progress on issues. The worst part is the service desk lying to me about the issues I was experiencing being unique to me, when I later found out from the CEO that he himself experienced some of the issues when he had the same spa at him home. On multiple occasions I attempted to help the service desk and suggest potential solutions as it was clear they had no idea what to do next, but they were too arrogant to consider the suggestions which ultimately turned out to be recommended by their own manufacturing team / supplier/s. Long story short, horrible experience across the board and I cannot recommend highly enough to avoid this company.
- 2 reviews
- 1 like
Disgusting customer service - steer clear!!
If I could give negative stars I would! If you are looking for a new spa or accessories look up other spa companies and purchase from them as this place has the worst customer service I have ever experienced. We spent nearly $30,000 to purchase a swim spa with them. When purchasing we were told spaworlds customer service was amazing, no issue would ever be too small and they would be there to help. Well that was the biggest lie and was said very clearly just to get us to part with a lot of money. Right from day 1 once they had our money the ser...
Read morevice was non existent including not sending delivery information to their installers (that we paid a lot extra for) and not giving us the correct information for the slab requirements and informing us of this a day before delivery. But the final kick in the guts has been to have the Brisbane stores representative Rob, totally ignored our calls, texts and emails requesting a quote he said we would have the afternoon of attending our property and this was over a week ago. We unfortunately have a broken lid and control panel and have explained those weak times we need these replaced urgently as we are selling the property. He was was quiet happy to tell us how horrible the people were that were living at the property when he attended last, so now it begs the question that we can only assume he knows them and is doing this for them to add more pressure on to us. The extra unnecessary stress that we have experienced by being ignored when he knows the position we are in is absolutely disgusting and I don’t know how a business can survive with treating customers who spend thousands of dollars the way they have. After reading other reviews, it’s very clear this is quiet common so I wouldn’t recommend anyone using this company because you will regret it.
Be very careful
I have had problems with my Vortex Extreme Swim Spa, since I purchased it from Spa World located at Kingswood, SA in October 2018. I have made many attempts with the retailer and the company to have my problems resolved, without success. I will focus on three of those problems here. The Swim Spa cost me $34,500 and there were additional costs: delivery to SA, which was required to pay for, delivery to my house, electrical supply from the house to the swim spa, cement base, and an automatic cover lifter, totaling almost $45,000.
When I discu...
Read moressed purchasing the spa with retailer all the issues I raised were dismissed with assertions that everything was easy. This is absolutely not the case. One of the first problems I experienced with the swim spa was the weight of the cover. The swim spa was installed above ground and, as I bought the deeper model, it is 1800 above ground, including the cement base. At the time I purchased this there was no mention by the retailer of the weight of the cover, which is large and heavy. I have not had a spa or pool before and so did not think to ask about the cover weight. The cover comprises six panels 2.5 m long by 1 m wide and each of them weighs several kilograms (7 kgs each I think) . I am 65 years old and weigh less than 45 kg. There was no discussion about how I would be able to move the covers on and off this aboveground swim spa. When the swim spa was installed the problem was immediately obvious to me. When I addressed the issue with the retailer, and asked him how he thought I was going to take the cover off and on his response was oh. It beggars belief that someone has been in the industry for so long had not thought to mention the weight of the covers to me. After much to-ing and fro-ing with the retailer over several months he installed levers to lift two panels at each end. This was supposed to solve the problem. Unfortunately it did not, as I was left with two central panels which I was still unable to move easily enough to make it manageable. After much discussion and thought, having been told that there was nothing more the company could do, I paid someone to design and install an automatic lifter at a cost of well over $2,000. I had to spend time myself, as did the person who designed the automatic cover lifter, to come up with a solution which, I might add, is not perfect, but for the present it means I can get the cover up and down. It was a full six months before I managed to find this solution which meant that I was unable to use the spa for the first six months. The company has a 60 day money back guarantee if the customer is not completely satisfied. Towards the end of the 60 days I asked for an extension to the warranty and was given an additional 30 days. I should have asked for more time, as I still hadnt been able to use the swim spa often enough to assess it, but didnt as I just hoped that in the end all would be OK. Since the installation of the swim spa I have had problems with adjusting the jets. I have tried on many occasions to adjust them myself satisfactorily. When I asked about adjusting the jets before purchase, I was told that it is easy not for me, as I quickly discovered. There are a couple of problems with adjusting the jets: firstly, I do not have the wrist strength to adjust the jets manually after discussing this with the retailer I was given a piece of piping to insert into the jets to do it. However, this is not satisfactory as it does not allow me to make the fine adjustment that is needed. Second, it is difficult to work out how to adjust the jets to achieve the desired change in direction. I have found that if the jets are even slightly out of alignment, a comfortable swim is just not possible.Find out how Spa World compares to other Pool & Spa Shops
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- 9 reviews
- 1 like
Quite disappointed in both the sales and delivery
The spa was purchased mid-December 2018, and delivery and installation were made after much delay on the 6th March 2022.
Spa world is really poor with communication, even with regards to receipt of the deposit made. This may be specific with North Lakes, however, we had to keep following up on the arrival and delivery. The initial invoice was not explained in detail with regards to any part of the installation. Spa World response post the delivery and installation was that it was intended to be delivered only, even though the installation was...
- 2 reviews
- Verified
Spa World - Underwhelming!!
I recently purchased an Aria NXT HotSpring spa from Spa World in Springwood, Queensland and due to the terrible experience felt compelled to write a review.
The summary of events in my dealings with Spa World is follows:
• Got email wrong on order and I did not get a receipt for the deposit. I had to chase – salesperson who could not understand why having a receipt was important to me.
• Salesperson constantly failed to return calls, respond to emails or actually complete the task they were asked to do during the ordering process. I bega...
Update - over the weekend I noticed that a crucial bracket to hold the cover to the lifter mechanism has 4 screws, the trouble is the VIP handover guy only managed to find the structure beneath with 2...
Read more of them and also put a hole in the cover fabric where his screwdriver slipped!. Marvellous!!!!
- Verified
panels on swim spa warping, twisting out of shape
i purchased my swim spa 4 1/2 years ago. During the first summer (we only had the spa 2 months) - all the panels started to warp and buckle. i contacted [name removed] at the time and he was most helpful, and panels were replaced. these panels only lasted 6 months, and another set was replaced.
since then, i have had my panels replaced FOUR times!
guess what, panels last summer have buckled again, and once again i contacted spa world.
[name removed] has now left and i had to deal with the new management & owner
what happen next was amazin...
Hi William,
Thanks for taking the time to leave a review. We are always looking for ways to continually improve. So we greatly value your feedback.
...
To all future purchases of Spa's from Spa World, please feel free to contact me (mobile number is in my original review) if you really want to know what I think of Spa World.
If the owners of Spa Wor...
Read moreld actually believe the response information they have written is 100% correct, they can continue to live in their perfect "there no issues with our spa's" world!Questions & Answers
Hi ... I have set my Vortex spa on 24 hour clock. MODE is set to NORM. Sleep is set to begin 10PM & off at 11.50AM. FILT is set to 8HR & F.CYC is set to 4HR. I have set W.CLN to 13.10HR. My question is why W.CLN doesn't start at 13.10HR ?... the A filtration pump comes on (water running) but there is no other blower action. It used to do this and I think I have pushed a selection button by mistake... can you help please?...Linda
I purchased a swim spa. Can someone recommend a contractor to do the concrete site work? I was wishing to put it semi inground but I will be happy with any options.
I am in Doreen Vic.
Thanks in advance.
I purchased a Vortex Nitro HP spa and it was delivered in March 2021. The spa has developed a horrible white mark at the water line that I cannot get off. It seems as though the colour has faded and some etching has appeared. I know that is not a calcium build up as I have tried getting it off with vinegar and it does not budge.... there are places where there is no marks or very little marks, but in the corners of the spa, they are terrible. The shell seems to be faulty to me. I have done everything right with the spa and this mark has appeared and has got worse. After owning the spa at around 3 months I went into spa world in Fyshwick to speak with the sales team and the gentleman said it seems unusual and that he wasn't sure what it could be. he asked how much chlorine I put in and if I dilute it, I told him I do dilute it and use it according to the instructions, ie 6-10 g every couple of days. Please help. This spa cost me $15000 and to end up in a three month period with a horrible white line just doesn't seem right.
They havent looked at it onsite as a warranty review? I would think that is what they should do. Put your claim in writing.
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Hello Treena
Firstly we are sorry to hear about this issue. We have taken a few days to investigate this issue which has been overseen by our CEO....
Read more We strive for perfection in every part of our business, but nowhere more so than in our customer service. Unfortunately, we can find no record of the issues you have listed from your initial delivery in 2015. If we would have known, we would have done everything in our power to help you as we do with all of our customers. To date this is what we know: After speaking with Rob, our technician, and our customer care team we have found that this swim spa is at a rental property occupied by a tenant of yours. You have put the property on the market or are in the process of selling the property. The current contact started when Rob received calls from Ben, your partner, asking for our services due to the fact that the swim spa had turned green. At that time, you and Ben mentioned to Rob that you were having major issues with the tenants. Rob went to the site and carried out the required work and then contacted Ben to let him know what he found. Rob identified that the tenants did not understand how to maintain the spa and informed Ben that we have a spa valet service that could take care of this which would help avoid future issues. A few months later Rob followed up with Ben’s front desk person, to see if any other information or service was required. He mentioned that all was good and that Ben would call Rob when he was needed. Recently, Ben called and said that the tenants had totally ruined his spa, the spa cover had been torn to bits and the spa had been totally neglected to the point where he needed to drain the water and do a whole internal spa clean. Additionally, the touchpad was ruined on both ends, so both items needed to be replaced as soon as possible. Either Ben or his administrator requested that Rob visit the site to measure up the spa cover and check the controller. Rob informed Ben it would take at least 4 weeks for the cover to be made and at least two weeks for the touchpads to arrive. Ben had asked for Rob to shorten the timeline due to the fact that you and Ben are now selling the property and that the spa needs to be up and running with the spa cover and touchpad replaced but Rob was unable to meet the time frame Ben requested due to the current supply issues caused by COVID. We believe this is an accurate reflection of the events to date and that our team has done everything within their power to assist you during a difficult time and believe that your review is overly harsh and reflects circumstances outside of our control. We are standing by ready to help you further with your swim if required.