Worst customer service I’ve ever known. If I could give zero stars I would. Don’t get me wrong, it’s a great product when it works, but if you have a problem, you may just as well scrap it and buy a new one from a different company. The Customer ‘Care’ Team have absolutely no idea about customer care. I purchased my tub in 2020 and in November 2021 the heater unit developed a fault. It was only a few weeks outside of warranty, so I was extremely disappointed and after a number of frustrating emails (they never want to actually speak to you to try and resolve an issue) sending a lot of photos of the tub showing where it was plugged in and the error code etc, I agreed to what they call a paid repair at £68. Instead of repairing my unit, they sent me what they now describe as a refurbished unit (Check serial numbers!) Now call me old fashioned, but I hoped that would last for more than ten months (five in reality because we’d packed everything away for the winter and didn’t start it up again until May 2022) So back to the frustrating emails, (yes, they still don’t realise that actually speaking with people is the best way to resolve a problem) and more photos before finally two weeks later a quick phone call to tell me the unit is out of warranty and I can purchase a paid repair for £68. (No conversation, just someone almost reading from a script) I have legal insurance and also contacted The Federation of Trading Standards who both told me that although out of warranty, the item should still be fit for purpose and they should still repair/replace at no cost to me under The Consumer Rights Act 2015. Well, it seems nobody at Wave has ever heard of the act because they still kept on telling me it was out of warranty and that I needed to pay for the repair. Quotes from one of their emails; “The consumer laws such as 'fit for purpose,' apply to items sold where a grantee (their typo) is activated at point of sale.” “As the item has worked for 10 months, it was fit for purpose at the point on which you received it however, we did not enter into a contract of sale in which these terms would lie under.” Wow, an admission that it’s no surprise and perfectly acceptable to them that their heater units only lasted for thirteen and ten months respectively! Finally, after many more emails and two more weeks – (again, no phone call to try and resolve this) they relent to offering a free repair if I pay for the carriage. Once again, my legal advice is that the repair/replacement should not cost me anything and that if I were to pursue legal action under the Consumer Rights Act 2015, it would be a 100 percent chance of a win for me. However, the cost of legal action over £20 carriage is disproportionate, so Wave have me completely over a barrel in leaving me no option but to go ahead with that option. So well done The Customer Care Team and your manager Zoe for saving the company £20 at the cost of an extremely disgruntled customer. I’m sure their response to this will be along the lines of we’re sorry to hear about your experience etc. Not once though have they apologised that their heater units broke down twice within a very short space of time.