Bestway Support UK Reviews 

Owned a steel frame pool for less than a year and the lining has developed rips and tears in numerous places. Customer support claim it’s not a manufacturing issue (it is) and will do nothing to help. Don’t buy from bestway - awful products

My pump was no longer heating above 18 degrees, I started a warranty claim but Bestway seem determined to put every obstacle possible in your way to a resolution!!

If I could give NO stars for customer service I would. Raised a claim for a pool pump under their 2 year warranty. WHAT A JOKE! First their support system wouldn't accept the photos or video footage. So we undertook one of their MirrorMe calls. Showing all footage. Heard nothing.
After over a month of various calls and emails. Still no further forward.
So emailed again asking for progress. They said they'd sent emails. NOTHING RECEIVED. Now because I'd emailed again, I received another call. Asking for more footage of the same thing. They appear to have no intention of honouring the warranty. Just asking for more useless unrelated footage.
FOR THE SAKE OF MY SANITY. YOU WIN I GIVE UP!!

DO NOT BUY ANYTHING FROM THESE PEOPLE. WE HAD A LAZY SPA AND CAUGHT FIRE WHICH COULD OF BEEN MUCH WORST. I HAVE CONTACTED THE COMPANY WHO WILL NOT REFUND US SAYING SOMETIMES THESE THINGS HAPPEN WHICH IS FRIGHTENING. THE WHOLE SWITCH WAS BUNRT OUT AND BLACK. THEY ARE TRYING TO SAY WE NEED TO GO THROUGH THE 3RD PARTY COMPANY TO CLAIM IT BACK APPLIANCE DIRECT WHO ALSO SAYING THEY CAN REPLACE THE PUMP. WHY WOULD I WANT TO RISK BURNING THE HOUSE DONE? I WANT MY MONEY BACK FOR A FAULTY PRODUCT. IT'S COMPLETELY UNACCEPTABLE.

I have a Palma Lay Z Spa. Overall I have been very happy with the product. Recently, the cover has developed a number of tears around the straps that attach the lid to the base.
I raised a warranty claim which was approved in principle.

The issue is Bestway will not replace the cover until I physically cut all the straps off. I understand the reason, however Bestway don't currently have a new cover in stock. Customer service will only add me to a queue for a replacement cover once I supply photographic evidence I have cut the straps off.
I use the hot tub on a regular basis, therefore cannot leave the tub with an unsecured lid. A no win situation.

Bestway - The solution is you wait until you have stock before you ask a customer to mutilate your product.

NEVER BUY THEIR PRODUCTS, NO CUSTOMER SERVICE. Second one of their useless air beds with dodgy plastic was deflating, put in the warranty claim and they have totally ignored it. Stay away.

I would never buy from bestway ever again, the customer service is appalling. We brought the lazy spa and then something went wrong with the egg, we sent videos to them that they requested and took down the spa as we did not want to run this while not in use. They then came back and said they needed further information so we had to put this back up for one more video, they were declining all our videos until I called them and the lady could see what we submitted was correct and then accepted. For them to send us a new egg we had to cut the wire of the one we have now, we done this and they tried rejecting the picture once again until I posted a message on the website. Absolutely awful after explaining to them I have an illness and was not easy for me to keep putting this up and down for the stupid videos they requested. Have passed on feedback to friends and family and would never purchase again.

Wish I had read the reviews first! Not long had our New 12’ Overground pool, and on filling the pool there is a major leak, on the seam there was a crease that clearly hadn’t adhered correctly, and 2 further holes causing it to leak, I took images but had to try and fix as it was the grandsons birthday and didn’t want to disappoint him, so bought some Liquid PVC to repair, and then Bestway say that they are not going to cover the faulty pool, very poor quality and will look elsewhere to replace, but they will not get another penny of my money afain

Absolutely appalling service
I currently have the Maldives lazy spa
Bought in January, but delivered in July due to stock issues
Faulty liner replaced
Faulty pump replaced
Faulty pump no 2 broken, same fault, less than 6 months old,and won’t do anything about it!!!!
There customer service skills are no existent!!!
Been through there process so many times it’s a joke
Spent £1200 on something that’s been stood waiting for parts within our warranty period, not being able to use.
They now think it’s acceptable for a new pump not to work after 6 months
It’s absolutely disgusting
And the only reason I put 1 star is cause it won’t allow you to proceed with none, avoid these cowboys at all costs

I am extremely disappointed as bought a lazy spa last year & only used a couple of times then stored away over the winter. I tried many times to set up this year but keeps leaking, contacted customer service as I had done the extended warranty & they replied that they can’t help??? Not even offered any remedy to replace or repair or refund???So basically I spent over £200 for 2 months usage
Absolutely terrible customer service

Had my hot tub plugged Into the mains plug burnt and damaged the socket on the wall.

Been in contact they want proof of purchase, regardless of serious this could of been to my family and home.

The date on the lining is June 2021 so it's only just 25 months old.

Honestly horrendous

I thought Lazy Spa was meant to be the best......

After being told by one customer service they would exchange it just need the serial number plus date which was June 2021. I gave the details over the phone.
I can't fine my receipt when I called back I was told the lady shouldn't have aken the details and they won't do anything.
Honestly aftercare is horrendous.

Had a split in my pro max pool liner after filling. After registering the warranty and back and forth with pictures and setup a new liner was dispatched and delivered the following day! After reading comments was apprehensive of a replacement but Bestway followed through

Well I've had some poor customer service to the point of lies and borderline fraud from some large companies. However as far as pure idiocy and customer disrespect bestways ability to go there extra mile is impressive. 10 week, over 20 videos, pictures of pictures of a problem they have already agreed is their issue and still they behave like petulant children. South African call centres are usually decent but these Muppets are nothing short of inept. Wouldn't buy a balloon from them now let alone a hot tub.

Ordered a £530 pool & got a free chemical starter kit order showing as completed with no tracking for pool have only received chemical starter kit. Phone support line is now out of service have sent an email but no reply. Customer service beyond appalling is this just a scam?

My Miami hot tub is still under warranty and is leaking. I must have sent them over 40 images and several videos of the leak. The pump is working , they have an image to prove this. They are sending me round in circles, I've aked them to send an engineer out to look at it as I'm 76, disabled and lost my husband last year. I have bad arthritis and the hot tub helps with the pain. I'm sure after so many images and videos I least deserve someone to come out. This is my second hot tub from the firm which I purchased from Amazon, I may now contact Amazon to discuss the difficulties I'm having and how stressful it has been. My Claim Case Reference is #775-760.
Susan Prescott nee Hughes
PS I feel they are just hoping that I'll get fed up and go away!

DO NOT BUY FROM BESTWAY!!!

Purchased a 12ftx30" last summer, got "lost in transit" they hadnt even bothered to wrap my second pool just clear waterproof lining for everyone to see what the parcel was, once i finally got my pool i set up up using the owners manual, my ground is level and hard i didnt fill it all the way as my youngest is abit too small so lets say 90%.

A few days into use i notice the grey band that passes through the liner around the legs a retaining band ? Anyhow the stitch is ripping so i drain some water a few days later the stitch is completely torn.

Phoned customer service which is in south africa and VERY rude may i add who wanted every personal detail off me before theyd talk to me for them to ignore me, lie and say management would phone me and then email to suggest i have somehow damaged the pool whilst setting it up and the fault wasnt discovered during use. Which it most certainly was.

Now trying to say that they only cover faults discovered during use, which mine was and they wont cover it as its been damaged outside the warranty which is ridiculous, suggesting i somehow have pulled apart a stitch designed to hold an entire pool over (6,250kgs), shameful i will never order from bestway again.

DO NOT BUY FROM BESTWAY

I've never experienced such frustrating customer service. Reported a problem with my Lay-Z-Spa hot tub (persistent E02 error) and requested advice within the warranty period. Since February I have uploaded 8 videos and 8 photographs as requested (system set up, filters, power socket, batch number, proof of purchase, proof the problem, ROHS number etc etc). Five months later and they continue to ask for more videos. It's clear their warranty policy is to wear the customer down asking the same questions over and over with no resolution. We are currently looking into our consumer rights and speaking with Trading Standards. Please avoid Bestway / Lay-Z-Spa at all costs.

Godawful Customer Service / Support

It seems I am not the only one to have issues with the "after sales support". Constantly asking me to repeat the same tests over and over again and telling me I have to keep doing it until I find the fauly, I have performed these tests several times now and to no avail, my hot tub is still losing air and I still have to pump it up every damn day. The customer service team are useless if you can get through by phone at all, on hold for over an hour yesterday, eventually gave up and sent an email asking someone to call me, which they did, and then asked me to repeat the same bloody tests I have already done. Going round and round in circles and still have a defective product. Wouldn't buy one again.

Case 772-068
Not a helpful customer service team at all. I sent pictures and video of leak as requested, conducted a further test they asked for (air leak test) after a review of the first video - and sent the video - they then said I had not supplied the orignal video that they used to ask for the second test???????. I said that I was asked for the second test on the phone, they did not believed me as I didn't have the agents name - ( I do have a phone log though). I sent the video again and screen shot of the uploaded acknowledgement and they said they had not received it. I asked to speak with a manager and was told they do not have a manager on duty. I asked for the head office address and they said no do not know the address. Extremely hard work - looking at reviews it would appear the warranty is not something they like to honour. I will persist and update this site. The last option of small claims court looms!

I had a leaky liner for my Helsinki and spoke to Assande and Elizabeth who sorted my problem out within 4 hours and new liner arrived a couple of days later. I have seen a lot of negative reviews on here but my experience has been very positive I must say. I am not connected with Bestway or their affiliates and just a regular consumer. My only advice is just follow their warranty procedures step by step as I did and there is no problem plus clearly your product needs to be in warranty as mine has a 2 year one which runs until November so hopefully no more claims. Works for me.