Bestway Support UK Reviews 

Awful! I wouldn't even give them 1 star! Customer service was horrendous. DONT buy their products! A reputable company without any standards!!!!!! Not interested in their customers.

Do not buy from Bestway terrible customer care they delivered a defected pool it's been over a month and nothing has been done about it despite emails to their customer service .no refund no replacement.spoke to Akalia who was of no help at all

A SHOCKING COMPANY

Avoid this company like the plague they ring every 3 hours for the last 10 days and I do not know how they got my number . they persistently message and since they have started to call I get a canvas/scam call 10 times a day.
they are crooks, liars and scammers and they won't stop
avoid avoid avoid avoid

I wish I had checked the Trust pilot reviews before ordering from Bestway, they have so many 1 star reviews and i can see why, I would leave a zero if i could as they dont even deserve 1 star, they have no customer care at all, every email they receive takes them 5 days to respond to, they have basically robbed me of my money, sent me faulty goods, promised to replace them and then done everything they can to not replace anything with there ridiculous policys, i am now out of pocket with no pool in the hottest summer ever.

I provided videos and photos of the leak in the pool, I provided images of the leak in the pump but this was not good enough for them, I could literally do no more but thats how they make the money I suppose.

Hopefully no one else will make the same mistake as me by ordering anything from Bestway.

AVOID AT ALL COST.

I had a really disappointing experience with Bestway UK Superstore and won’t be buying from them again.

I bought a pool filter from them last summer for around £150. It was only used for about two months during the summer before being stored away correctly. When I took it out again this year to use with my pool, it no longer worked.

I contacted customer service and asked for a replacement under warranty. They asked me to send a video showing the fault, which I did. They then claimed that, during the video, I hadn’t turned the unit off properly and used that as a reason to void my warranty and refuse a replacement.

I think this is completely unreasonable. The filter had only been used for a short period, and instead of investigating what was clearly a fault, they looked for an excuse not to honour the warranty.

The customer service has been absolutely appalling from start to finish. I expected much better, especially for a product costing over £150. Based on my experience, I wouldn’t recommend buying from Bestway UK Superstore.

It's been 30 days since I reported my faulty pool pump, and I'm delighted to say that Bestway has consistently exceeded expectations... if the goal was complete silence. Apart from an automated email confirming they'd received my claim, absolutely nothing has happened. Impressive consistency.
I bought the Bestway pump because it came highly recommended for my new pool. The pool itself arrived with a hole in it, but at least Bestway was thoughtful enough to included repair patches, so I got the authentic DIY experience before I'd even filled it properly.
After cleaning the filter for the very first time, as you're supposed to the pump decided sealing was no longer part of its job description.
So, after just three days of owning a brand new Bestway pool, I was left with a broken pump, 3000 litres of water on my lawn, and a warranty claim that's apparently taking the scenic route.
At this point, I fully expect the warranty to outlive the British summer. I might have more luck waiting for the next ice age than a replacement pump.
If anyone is wondering what buying a Bestway pool is like, short version: you buy a pool, repair a pool, break a pump, submit a warranty claim, and then spend the rest of summer admiring the empty pool and green grass while refreshing your inbox.

Thanks, Bestway. It's certainly been an unforgettable ownership experience, unfortunately just not for any of the reasons I'd hoped.

Oh my goodness !
Where to start with Bestway Lazy spa !
Possibly the worst company I have ever had to deal with in 60 years !
How are they even allowed to still operate in Business?
The customer service is Non existent and an outrageous failure . what a complete farce - paid a lot of money for a Top of the range Hotbtub 5-6 weeks ago and haven’t even been able to fill it up yet ! Due to the “ built in “ inflatable seats consistently going down !
We have logged a warranty claim with customer service ( why ? It should be referred to their technical department- but the problem there is ……. They don’t sound like they’ve got one ! ) but No one has called back and they don’t even know when someone is likely to be able to call back !!! ( It’s just a wild stab in the dark ! But it sounds very much like they don’t have the infrastructure or staff levels or technical support to deal with problems !!!)
This company , shouldn’t even be able to trade with the public - which brings me to my next point …….. Where is our Consumer protection??? It’s Non existent . As soon as a company starts behaving like this ,a policing regulatory body should penalise them and even have the power to stop them trading . The owners of Bestway Lazyspa are making vast fortunes in sales , but have a totally inadequate after sales and technical support system in place, or not in place , as is the case !
The Government should take note and listen - we need NEW consumer rights legislation in this country- companies are just allowed to do what they like and are NOT accountable to anyone - and there lies the problem- they know that they will get away with it ! Thank heavens for companies like Trust pilot , that at least allow the VICTIMS to Air their views and frustrations .
Why are the people at west minister NOT doing anything to hold companies like this to account ??? It’s not good enough and not acceptable…. But it’s happening isn’t it ?
I sincerely hope that Bestway Lazy spa go out of business , thereby saving thousands of potential customers the heartache of dealing with them .

Terrible customer service!
I bought a steel pro max pool 12 months ago and the pump has failed after 1 summer (approximately 2months). I have submitted five warranty claims and have also contacted your customer service team by email. It has now been several weeks, and I have yet to receive any response. I would appreciate a prompt update on the status of my claim and a resolution as soon as possible. The pumps they provide are not fit for purpose, cheap pumps that are designed for much smaller pools.

Really disappointed-was on hold for 25 mins to ask about a restock of pump. Man on the end had no clue if it would be month or 2…3 and was completely disengaged.
Just advised me to sign up for notifications.
I don’t understand how the actual company doesn’t know when products will arrive.
Had hoped for a better service.

I bought a Bestway pool last June, but due to the poor British summer weather, I left it 100% factory-sealed inside its original box and stored it safely indoors. I unboxed it for the very first time this week, only to discover a pinhole leak on the sidewall during the initial fill.The pool has never been used, yet Bestway support completely closed my case. They claim a pinhole is a "puncture" and therefore customer fault, completely ignoring the fact that it is physically impossible to puncture a liner that was sealed inside a factory box. This is a clear manufacturing defect (an extrusion pit/thin spot in the PVC) that popped the moment water pressure was applied.Bestway is refusing to honor their own 24-month UK manufacturer warranty Warranty Cover - Bestway UK. Under the Consumer Rights Act 2015, goods must be of satisfactory quality and fit for purpose Consumer rights - GOV.UK. A brand-new pool that leaks on its very first fill completely fails this standard.They are hiding behind vague guidelines and scripted rejections to avoid replacing a clearly defective product. I have been forced to escalate this matter to Citizens Advice and Trading Standards Reporting to Trading Standards - Citizens Advice. Absolutely shocking customer care—avoid this brand if you expect any post-purchase support.Case Reference: 122-066-6

Shocking total disgusting company upgraded the pump as the one supplied was useless and now the pool is leaking unbelievable

I recommend you do not buy lay z spa or any product from Bestway

1 month of messaging back and fore.
Warranty was accepted by them.
Claimed on the warranty for a manufacturing issue only for them then to rescind the warranty and deny the claim.
I will now let the county court decide who is right or wrong

Appalling customer service from Bestway. I ordered a Steel Pro Max 10' by 30" pool in May and waited 16 days for it to be delivered after several attempts by myself to cancel it, and with no simple way of contacting them, just a labyrinth of different couriers which led nowhere. My emails to customer service took 5 days to respond and another 5 days to respond to my answer! I had to reject my delivery in the end, and I am still waiting for my "refund to be processed!" The company should adjust their system to let people know whether items are in stock or not so they don't create false expectations that goods will arrive on time. There should also be a shorter processing time for refunds and better customer service. Not recommended 😕 totally unacceptable.

Bought a 10ft steel pro max swimming pool and after 3 uses the pool liner is ripped it's flimsy material and poorly made.
Don't waste your time or money on their swimming pools.

Bought an air mattress, the seam ripped within months after buying. Bought another, and the same thing happened. Now this is an air mattress, so it’s not like it’s being used daily. And it ripped both times after just a few uses. I called customer service the second time, and they said they don’t warrant those mattresses.

I bought a lazy-z spa from their website but I’m sure they are serviced by Bestway as they’ve called me in regard to my warranty claim. We have had the Santorini hot tub for two months and one morning we woke to find that all the water has leaked out. It’s taken two weeks for us to prove that this has happened and yet you keep asking for more evidence whilst providing poor instructions. Two months and there’s definitely something wrong with the pump. We have spent over £1000 on this plus accessories etc and we can’t even get a solution. I’ve read some awful reviews about this company and their aftercare. If I’ve woken up with half of the hot tub empty and water near the pump then then the pump is faulty. I’ve sent all the videos, photos, etc and yet you still want more. It’s ridiculous. You can’t even get hold of a manager or someone who is willing to solve the issue

Absoloutely terrible customer service, very complicated, constantly asking for more information completely ignore consumer rights act putting the onus on the customer to prove fault multiple times before they "make a decision" they have no right to make. Thankfully Smyths Toys stepped in for me to sort the situation as nesteay were impossible to deal with. For ref they were notified of problem within 3 days of purchase.

*1/5 Stars - Avoid Bestway Above Ground Pool Due to Faulty Product and Abysmal Customer Service* I'm extremely disappointed with my experience with Bestway Above Ground Pool. The pump broke after just one week of use in July, and the customer service has been atrocious. Despite sending video evidence, they've repeatedly asked for more proof, disputed the evidence provided, and taken days to respond. It's been months, and I'm still without a functional pump, despite their admission that it's their fault. The delay has left me with a green, cloudy pool, and the summer is now over. The lack of accountability and poor communication from Bestway's customer service team is unacceptable. *Avoid Bestway if you expect:* - A reliable product - Prompt warranty service - Decent customer support *Lesson learned:* Don't trust Bestway's warranty claims. Their products may not be worth the hassle and frustration. *Rating:* 1/5 stars *Recommendation:* Look for alternative pool brands with better customer service and product quality.

Raised a warranty claim on 19/08/2025 as filter stopped working(only purchased pool 12 weeks ago) Yesterday I decided to empty the pool as the water was not good due to no filter running. Today, 2 weeks later, Bestway support phoned requesting videos of the pump 'Not Working'?? I explained I had emptied the pool and the best they could do was to tell me to reclaim when I set the pool up next season!!!! So, they want me to fill it with water to take a video of something not working, then watch the water turn green whilst waiting for their reply!! I did originally order my pool direct from bestway and it was supposed to arrive in 4-5 days, 7 days later I phoned and it had not even been dispatched and they couldn't get a reply from the warehouse to find out what was happening, so I cancelled and ordered via Amazon!! Awful customer service!!!!!

After completing a warranty valid claim for a broken debris compartment in my Lazy-spa the Warranty Team at Bestway have just asked me to source a pair of pliers and try to remove the broken piece. Surely this is a Heath and Safety issue.