Black Diamond Spas Reviews 59

Jake Norris of Black Diamond Spa has been nothing but helpful since our very first phone call. I would highly recommend them to anyone as they have the best prices available and great customer service.

Jake was so helpful when we made a visit to the store, helping us choose, answering questions and being ever so patient. Grant and Ant did a brilliant job on delivery, and Olli has been a gem ever since! Slight issue with a noise on the tub after delivery that was sorted without hesitation and was something and nothing and all in all we are over the moon and would highly recommend Black Diamond Spas to anyone! Thanks guys! Top class service

Had our hot tub serviced this morning by Terry from black diamond spas. Could not fault Terry what so ever. So pleasant and efficient. Would highly recommend
Elaine & Nigel Usher

Terry came and serviced our tub recently and what a great job he spent time explaining how to maintain it correctly and how to get the best from it he is a credit to the company Jake and the team are very good at what they do we would not use anyone else
many thanks regards Johnny and Fiona

Installation was good. Deal was good. Yet to work out after sales.

Black diamond spa are excellent! They are so quick to respond to any query and extremely helpful.
Terry, who serviced our hot tub, was friendly and super knowledgeable. He gave us lots of great advice about limescale issue.
We absolutely love our hot tub and would recommend Black Diamond Spa to anyone looking. Great customer service!

Review:
What spa magazine advised me to avoid buying online at all costs.. got me a tad scared tbh but man are they wrong! My local dealers only had massive tubs, and I have limited access. From my very first email Jake, at black diamond spas, was amazing. Emails answered very promptly, questions answered, zero hard sell. It was just so easy. And the 2 person tub is EXACTLY what I wanted! Its just perfect
Fast forward to delivery day, and said day might well have been the wettest day Scotland's ever had (aye, really ) but Aaron and Andy were amazing. Soaked to the bone but still did everything with a smile and being super helpful. They were soooo nice in the most horrendous conditions.
After delivery, Jake continues to be super responsive. 100% get your hot tub from Black Diamond Spas!

As many other reviews have stated, the end to end experience has been great from Jake helping me choose and keeping in contact, to Aaron who delivered the tub through challenging access route to Terry who is a star on the installation. Myself and family couldn't be happier with the tub - we love it and the service has been great.

Excellent from start to finish. Browsed the easy to get round website, a quick phone call to a man that couldn't be more helpful and the tub arrived exactly when they said it would.

The delivery team deserve extra praise. Very friendly and helpful.

Everything you could ask for from a purchase.

I’ve not even made a purchase yet, however I feel compelled to highlight the first class service I’ve received from Jake. We have been speaking for a number of weeks trying to find the right product at the right price for me. He has made recommendations factoring in my budget, the amount I plan to use the tub and my desired delivery date. This may sound like “part of the job” but I can assure you he has gone above and beyond by coming back with multiple options for me and even updating me personally on any new offers that have been launched since our previous discussion. The only reason I am unable to make a decision now is due to my personal circumstances and at no point has Jake put any pressure on me. He’s just been a joy to speak to.
I hope everything works out as planned and we can finalise something soon.
Thanks for everything Jake!

This is my second hot tub just moved to my new house had my new hot tub fitted today Aaron &terry were excellent they cleaned up afterwards and went through the operation of the tub very well

Really helpful and knowledgeable company. Great advice, service and products. Worth the drive to speak face to face and see the product up close

Excellent from enquiry to install, the experience from Black Diamond Spa was easy & simple, communication through out & timing (had to align with crane company to lift over house) was stop on. After a few weeks using the hot tub really pleased with product- highly recommended

From my first contact to discuss our Hot Tub requirements through to delivery, the team at Black Diamond Spas couldn't have been more helpful. Arron and Jake who delivered and installed our Hot Tub were helpful and professional throughout the installation that was not the easiest to complete (2 sets of steps and 1m lift up onto decking).

Excellent service from first contact to installation all completed in less than a week! We are thrilled we our new tub and the friendly staff and knowledgeable installation and set up support. Many thanks.

Just had a Toronto 2 spa delivered today by Arron and Chris both top blokes.
After a workaround to remove a few tiles to enable the Spa to get through the side gate everything went smoothly.
Have no problem recommending the delivery and setting up of the Spa.
Thanks lads.

Purchased a Monaco 2 lounger in September 2021
Brilliant service.
just had a annual spa service and insulation fitted in April, with Arron and Chris.
Great service again very pleasant lads and officiant and tided up excellent after.

I ordered a hot tub in June 2021, delivered Dec 2021. In February 2022 I reported a fault and was promised a replacement part. To this date I still haven't received it. In April 2022 I advised them that the hot tub acrylic was being bleached. I was promised a replacement several times. A year later, I still haven't received it. I requested a refund and this was refused. I proceeded to submit a claim to the Small Claims Court. They will refund the hot tub but won't refund the interest for the year I've been waiting. I've advised that the court can issue them with a CCJ if they find in my favour. Jake advised me "We aren't willing to pay the extra interest.

We know this process and we only get a CCJ if we avoid payment".

The fact that the company would only consider refunding once legal proceedings commenced but still refuse to pay the £250 interest speaks volumes (as well as the fact that they seem to have been through this process before). Please do not purchase your hot tub with this company. I am now £3500 out of pocket.

03/05/2023 updated response to business after their reply.

I have not used the hot tub for a year. If acrylic is being bleached, it would be fair to assume there is something wrong with the filtering process (you yourself stated there were issues with the pipe work) and therefore it would not be safe to use.

I was refused a refund until I commenced legal proceedings. A court fee was payable by myself to submit the claim and interest is something a claimant is legally entitled to from the date the issue was reported. The total amount comes to just under £3500.

I rejected the offer of alternative models as the only space I have to accommodate a hot tub is very small, it will only fit a 2/3 person lounger hot tub. The hot tubs you offered were too big and I explained this to you. The hot tub lid is now covered in dust from lack of usage. I have only requested a refund for the amount of money I have lost. You were not prepared to refund the court fees or the interest which is why I declined the offer as I would be out of pocket. You had numerous opportunities since April 2022 to refund me or provide a direct replacement.

I have provided Trustpilot with evidence of my claim and that your response is misleading at best.

Just had my Monaco tub serviced and a jet blockage cleared under warranty. Excellent service all round and the chap who came to do the work was very polite and professional.

Wouldn’t buy from anywhere else!

Jake is a credit to this company, he ensured our complaint about a broken hot tub was resolved and even got us a upgraded model. I have recommended this company to all my friends and customers as they have hot tubs at great prices for the spec.