Yes, they are UK based business with their HQ in the north of England.

What's WaveSpa delivery like?

Delivery is normally very quick if the item is in stock.

Page 2 of 243 for Wave Spas Reviews

Name: Wave Spas
Address: 121 NEW BRIDGE STREET, ,, 121 NEW BRIDGE STREET, ,, NEWCASTLE UPON TYNE
Rating: 4.83

“Amazing Purchase. Great price. Easy to set up and low maintenance. Had a few questions for the customer service department who responded immediately. Ahhhhhhhhhhhhhhhhh, I'm finally relaxed. Thank you Wave Spas!”

Helpful Report

“Order #WSUS3643 Buy any brand other than Wave Spas. They are the worst! If I could give 0 star I would! They have NO customer service in the United States. You can only communicate with them through email in the UK. March 22, 2022 - purchased my Wave Spa Late May - Finally received my Wave Spa AZ Summer - Not used during AZ summer – too hot outside September 7, 2022 - Receive E-5 error code on heater. Wrote email to Wave Spas September 9, 2022 - Receive email from Wave Spas asking multiple questions and requesting photos September 9, 2022 - I responded with the requested information September 11, 2022 - Receive email requesting more information September 11, 2022 - I responded with the requested information September 13, 2022 - Received another email with more requests September 13, 2022 - I responded with the requested information September 14, 2022 - Received email requesting more photos, which I sent September 15, 2022 - Wave Spas determines my heater needs to be replaced September 26, 2022 - Wave Spas tells me a shipping label will be sent and replacement heater can not be shipped until they receive defective heater back October 14, 2022 - Wave Spas tells me their heaters are on back order November 9, 2022 - I am still without my replacement heater and I write to Wave Spas telling them they are shipping NEW orders, so why can’t they ship me my replacement heater. I am now TWO MONTHS WAITING FOR REPLACEMENT HEATER November 20, 2022 - Received my replacement heater and it has the SAME ERROR MESSAGE November 21, 2022 - Email with more questions and requests for photos and videos November 22, 2022 - Receive email with more questions. November 23, 2022 - I request shipping label to return “defective heater”. I am told that they will ship replacement heater once I supply photos of the heater packaged to be returned. November 23, 2022 - Told they are again OUT OF STOCK November 28, 2022 - I received return shipping labels and return heater December 6, 2022 - I am told they are out of stock again on heaters December 23, 2022 - Finally receive replacement heater and set it up immediately. SAME ERROR MESSAGE AGAIN December 23, 2022 - I write back to Wave Spas and have never heard from them again!”

Helpful Report

Hello Kelly, Thanks for getting in touch and taking the time to leave some detailed feedback regarding your experience from last year. I'd like to provide some information on your listed events; just so you're aware though, our brilliant Customer Care team does provide service internationally and for all U.S-based customers. Further, we have a dedicated warehouse in the States to help customers receive their orders quickly and efficiently also. While our own Customer Care team are mainly based in the U.K, all means of contacting them are still available to you. This includes Emails, LiveChat, Social Media and a Callback Request Service paired with a Telephone Line. Regardless of the time difference, our team will always do their best to find a suitable time to best accommodate you if you preferred to speak over the phone, for example. To clarify the delivery of your Spa, I can see this was purchased in March 2022 and shipped a few weeks later in April; this is because you purchased this on a 'pre-order' basis; meaning you ordered the product in advance of the Spa releasing and our warehouse receiving stock. Therefore, once this was released and in stock at the warehouse, this would have shipped within 3 to 5 business days via UPS Ground. For future reference, any Spas not yet released or on a pre-order will have this clearly listed in the title, alongside an estimated release date. I do apologise to hear you had then experienced some error codes on your Heating Units, how frustrating. These error codes are features purposefully in place to stop your Heating Unit from retaining too much hot water internally or to advise of an electrical or mechanical issue, for example - a flashing code of this nature then does not necessarily signify that your Heating Unit is faulty. The Customer Care team, therefore, need to understand why your Heating Unit is displaying an error code. Potentially, this could be caused by either: - A blockage in the unit, caused by a build up of limescale or - A blockage in your liner/spa body or connecting pipes. In response to a customer getting in touch and letting us know of an error code, the Customer Care team will ask you a few questions to understand the full extent of the issue, then determine what appropriate troubleshooting steps you can take to help alleviate the concern; the vast majority of concerns our Customer Care team are met with can be very easily resolved. I do understand this process may seem like an unnecessary back-and-forth and I do apologise if it frustrated you - I really appreciate the effort in you helping us diagnose the issue on the occasions you had reported them to our team. Further, I would like to assure you that every troubleshooting question and photo request has a reason behind it; we do believe with our fast response time and fine-tuning of the troubleshooting process, we can resolve a concern as quickly as possible. However, I can see in your review that you have mentioned you had received replacement parts and experienced a similar issue; this is extremely unusual. Therefore, I will be emailing you directly to arrange a personal call to discuss this in more detail. Just so you know, the Customer Care team’s email address was updated in December; therefore, I believe you may have been contacting the old address that is no longer monitored and would explain why you did not hear back. I really look forward to speaking with you soon. Kind Regards, Tom @ Team Wave

“I love our Wave Spa! I sit in it at least 3-4 times a day. Install was easy. We ordered the WAVE OSAKA 6 PERSON RIGID FOAM HOT TUB, ECO-FRIENDLY, INSULATED SPA, CHARCOAL GREY. We've had no problems with it and it's amazing! Customer service could be a little better - my husband emailed them many times and no response... however I did go on the website and you can chat with a live person so that was helpful, I guess he didn't know about that. Overall we're very happy with our Spa!”

Helpful Report

“Very happy with the rigid foam hot tub. We started with your inflatable and it was a great starter, but we should have just gone with the rigid foam and avoid issues with leaking. I think if anyone feels like they will enjoy their hot tub on a weekly basis, they should just go for the rigid foam and bypass the inflatable. It's well worth the extra money and way less hassle (in my opinion) than a plug and play (and a lot cheaper!).”

Helpful Report

“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.”

Helpful Report

Hi Les, Thanks for your feedback. I apologise that your purchase had run into an upset, how frustrating. Regarding our request for photos, we can only start troubleshooting via Email, as detailed online. This ensures our team can accurately determine the exact cause of the issue you raise so that they can then provide the best possible resolution. It is often that any concerns brought to the team’s attention can be very quickly resolved without the need for a Warranty Claim, Paid Repair Service or otherwise. This process therefore also further ensures that no replacement part would be arranged, for example, that actually does nothing to alleviate the problem you may have. I would also like to point out that both the Inbound Telephone Line and Callback Request Service are available for general queries only and that no troubleshooting process can be started from these means of communication. It’s great to read however, that an Agent did take the time to give you a personal call once your complaint was raised. To briefly touch on your point mentioning ‘fit-for-purpose’, this law is to protect you when receiving brand new goods after placing a purchase. This states that when your order arrives, it should function as stated. Based on when your order was originally dispatched to the date mentioned in your review, this details that the Spa had functioned as it should for almost 15 months before you were met with any concern. However, as the concern was raised around 12 weeks or 3 months outside of your warranty period, our team are unable to offer the exact same level of cover as opposed to if you had raised this within your warranty period. Therefore, a Paid Repair Service is an option for these scenarios, as you chose to pursue. This repair was from a paid service, the same ‘fit-for-purpose’ law does not quite apply in this set of circumstances and is redundant when raised. As this service is specifically for repairs made to items outside of a warranty period and any ‘fit-for-purpose’ period, a new set of terms apply. These terms are therefore detailed at the point of sale on the item’s listing before purchasing. Purchasing this service means you agree to this new detailed set of terms going forward and I can see you since mentioned how this service enabled you to have 10 months of use from your Spa, meaning your Heating Unit arrived functioning as it should and was actually in-fact ‘fit-for-purpose’. I can also see that the fee for this service was actually revoked as you have mentioned, showing a generous gesture of goodwill from the team. To further discuss your point raised regarding all communication done via Email, I can see you had clearly expressed your desire to pursue legal action regarding this. Therefore, to protect yourself and us, we decided to continue only in writing. However, from the correspondence I can see you did not actually request a personal phone call for most of the duration of this - once you did however, one of our Agents reached out and the two of you did then speak over the phone where our stance was advised. Although you have raised concerns, I’m happy to see a heavily discounted Repair Service was offered - but a line of compensation can only go so far. The interests of saving the business money are not at all brought into the thought factor when providing a service to our customers. It’s upsetting to read ‘Not once though have they apologised’, as I can see in the full correspondence that multiple apologies were given throughout the duration of your query and this was then followed-up by a discounted Repair Service. Everyone you had spoken with from our team took a personal hand in helping to resolve your query and your satisfaction was our utmost concern. There is no script and any typos in Emails that you have pointed out are very simply a result of minor human error, but do not detract from the service provided or concern given to your query. Kind Regards, Tom @ Team Wave

“I really do have to say I am really satisfied with the service I've received over the last week's & its all down to Patrick at customer service My tub is the best money that I have spent all through the pandemic im Well pleased Isobel belfast”

Helpful Report

“I purchased one as a wedding gift for my nephew and his bride and they love it! It heats up to 108.”

Helpful Report

“Still waiting for spa to arrive, I bought from this company it stated next day delivery but a week later it has still not turned up, communication is just dreadful… they just lie! Get this ‘Molly’ has told me on theee occasions they have re-shipped it but none have ever arrived. Please, please, please save yourself the stress and your money and stay well away from this shambles of a company.”

Helpful Report

Hi there, Thank you for taking the time to leave some feedback on your recent purchasing experience. I do apologise that your order has not arrived when expected and I share this frustration with you. I can see members of our Customer Care team have worked extremely hard to counteract the delay faced by our warehouse team and to get this shipped out to you as soon as possible. If there's anything else you need, please feel free to get back in touch by continuing the email conversation you have with our team directly. Kind Regards, Tom @ Team Wave

“Just received a bumper box of chemicals along with filters, spring breeze scent crystals, measuring set and skimmer! Emptied, refilled and fresh as a daisy! Thanks Wave Spas!”

Helpful Report

“Don’t expect next day delivery. Don’t expect great communication. Would I recommend buying a hot tub from this company - bottom line - no! Wish I’d ordered from Amazon or another retailer that could commit to their advertising & demand! I’m still waiting for my hot tub, so can’t comment on the quality at present!”

Helpful Report

Hi there, Thanks for leaving a review. I do apologise that your Spa did not arrive when expected, please know I share in any frustration you may have. After looking into this for you, I can see there was a slight delay within the warehouse and an update email with this information was sent to any customer affected; I do apologise if you are unable to locate this update, though. I can also see agents from the brilliant Customer Care team have been in constant communication with you and even included some additional accessories completely free of charge for the delay. Great news also, DPD have your parcel and I have contacted you directly with their tracking details. I look forward to you loving your new Spa. Kind Regards, Tom @ Team Wave

“I bought a wave spa last July was fine for 2 weeks then tried cleaning it out and has leaked ever since was leaking out of top connector got fobbed off with different excuses sent new washers bla blah blah tried everything they told me then winter came tried putting it up last weekend and same problem e mailed them and was told out of warranty so ordered new connector on 16th promised by 19th July and got charged delivery don’t know why cause it still hasn’t arrived and hot tub empty cause water leaks changed connector positions and must have dodgy connector cos leaking out of same one in all I have sent over a dozen e mails and get automated reply’s think I will have to renew hot tub but will never use this company again that’s for sure Tom or molly if you’re reading this please get in touch and will contact the range to inform them of your complete incompetence of dealing with what should of been a simple solution”

Helpful Report

Hello Glenn, I apologise after hearing that one of your connectors developed a leak, how frustrating. This small upset is almost always solved after simply replacing the O-Rings and rest assured this is in no way an excuse to delay a resolution. If this did not resolve your issue, then a new connector is the next step, as you have mentioned. I've looked into your delivery for you and can see there was a slight delay with dispatch - I do apologise about this. However, this has now been rectified and the connector will ship very early this coming week. I look forward to you receiving this and getting back to enjoying your Spa. Kind Regards, Tom @ Team Wave

“I have not received any response for video chat, call return, email. I ordered my hot tub Monday. So it has now been 3 business days with no confirmation. The payment has already processed on my credit card. I expected some kind of update regarding when it would be shipped. I have contacted my credit card company. I f something has not happened by the 5th business day I am going to dispute the transaction. Not happy”

Helpful Report

Hello Travis, Thanks for the review. I've looked into your order and can see this has actually shipped out on time, so I'd like to clarify it for your further! All of our Spas ship via UPS Ground using their 3 to 5 business day service; as your order was placed on Monday, I can see the Spa then shipped on Wednesday, so this is actually a day earlier than the usual timeframe - great news! This means it's within the 3 to 5 business day timeframe that is advertised on the item listing, at checkout and within your order confirmation email. In regards to expecting a response from our Customer Care team, this is their most active season, meaning you may be waiting slightly longer for a response than we would like, however rest assured our Customer Care team will always get back in touch with you as soon as they can to provide excellent service! Both the Callback and LiveChat service you mentioned however, is U.K based and not 24/7- so an advisor was likely not available due to the time difference, as it would have been the middle of the night for them when you got in touch I'm afraid! I'm arranging a personal call with you later today to re-confirm this as well as to answer any further queries you may have as well! I look forward to speaking with you soon, Travis. Kind Regards, Tom @ Team Wave

“Placed an order on Sunday website states next day delivery granted nothing would of been done on the Sunday and it would of been the Monday so expected it Tuesday but still nothing tried to contact customers services several times but no response even contemplated driving to the head office to find out what is going on quick enough to take the money but not quick enough with the delivery next day delivery my ass communication is shocking to the point of non existent starting to think they are just scam artists”

Helpful Report

Hi there, I do apologise your order is yet to arrive, how frustrating! I have reached out to you directly. However, please note there are no in-person arrangements available and as this is an online-based business, no physical address can provide you any service in regards to your query, so please do not visit any address under any circumstances. Kind Regards, Tom @ Team Wave

“Can’t seem to get hold of anyone. It says next day delivery but nothing here today. I’ve emailed 3 times to find out when to expect delivery and hear nothing back?”

Helpful Report

“Just got our hot tub and very happy with it easy to put up can recommend one”

Helpful Report

“I love this hot tub. The water is wonderful and the water is up to temp and stays there no issue. My problem is it asks me to change filter every week? I know our water in Missouri is hard water, we tried pre-clearing the water when filling from the hose. We almost always need to change the water every 2 weeks, and this seems excessive. Any advice would be appreciated.”

Helpful Report

Hi Karla! Not to worry, the 'CHG FIL' is simply recommending you change or clean the filter if you haven't done so for a while. You can clear the message by pressing and holding the 'Filter' button on your Heating Unit until it beeps :) Kind Regards, Tom @ Team Wave

“Bought hot tub last year, fantastic price, speedy delivery, friendly customer services, kept up to date with delivery, also purchased two head rests which were delivered today, sets of the hot tub, looks brilliant Thank you”

Helpful Report

Hi Pam, Thanks so much for your feedback! I am thrilled to hear you're still enjoying your spa and have recently purchased some headrests for the spa. We hope you enjoy the spa for many more years, Happy Tubbing! Kind Regards, Anna @ Team Wave

“Wow ! Paradise is in my backyard… I use my hottub everyday! Thanks again WaveSpa!”

Wave Spas 5 star review on 17th May 2022

Helpful Report

“Bunch of back and forth emails and still no ship date or delivery info of any kind just a bunch of rhetoric. I would not recommend them to any one. I believe most of their reviews are false. No contact phone number which should be a BIG Red flag to anyone even thinking about it. In this day and age how could you not at least have a voicemail or at least a call service. DO NOT BUY FROM THEM!! Never received spa.”

Helpful Report

“Although I had a few teething problems with my order I can honestly say the team at Waves customers service (Zoe) have done their up most to get things right. Absolutely love my tub & would recommend them 100% Thank you Wave”

Helpful Report