My experience with Jackie and Pat have been great. I purchased a Swimspa and a hottub and Jackies knowledge and input was well above that of the sales staff I spoke and had been emailing with at world of spas. Not only that but delivery was arranged within 2 weeks as what I wanted was in stock. I would have had to have waited over 6 months from the world of spas. I also got a better price on a higher end swim spa. Delivery went smooth, and I will be having them come back out again soon to move it again as we have rearranged some things in the back yard. read more

***BUYER BEWARE*** I bought a tub over the phone (I know my mistake there) but owner ENSURED me it would be perfect and in my budget well ends up she sold me the tub she bought to sit on display outside as a junker!! Didn't work from day they installed it and even the contract installers said it was junk they never would have sold it AND the technician whom sold it to her quit over the fact she told him to fix it up she sold it to me. In the end, I paid $2500 plus tax for it. They took my old machine and refurbished it and had it on the sales floor for $5000. When I said I wanted to return this piece of crap she did a bill that said we were even, due to her removal costs of my old tub plus delivery of this piece of junk (I paid to have the tub delivered back to her store!!) I have NO tub and out $2500 plus tax! Now, you tell me who would EVER run a business like this other than a crook called Jacqueline whom owns Empress Spas. Don't say you weren't warned!!! I gave a one star cause it wouldn't let me post without picking, but honestly, a NEGATIVE FIVE is what they should get. read more

Extremely bad experience. I bought a swim spa , floor model , and paid $30.000 . After the sell, the owner did not address my concerns , having to call Master Spa to inquire about this swim spa. I found out it was a 2006 model ! I was shocked to find out I bought a spa that old, not being even disclosed to me . When I was almost on the point of going to courts to sue this company and Master spa, I received an offer to settle and accepted this settlement. They offered free maintenance and trainings for 2 years. Today , they came to do the draining to a spa that is full of dust, unable to be suctioned , and refused to offer services when asking to wear a mask and gloves ( provided by myself ). The person in charge with this was very combative, argumentative and used intuitive language. I have never been treated so poorly by any company that offered me services. Most likely, Jacqueline will see a judge . Her staff reflects on the way she does business. If you choose to invest a considerable amount of money in a hot tub/swim spa, I recommend a company that is polite, honest, and helpful, to choose from, instead of the name brand, since most of the hot tubs/swim spas are similar in performance. Empress hot tubs and its owner has been nothing but a disappointment , frustration, and insult to myself. I will not recommend it read more

Steer clear of this company is my recommendation. We purchased our Twilight three person hot tub from the hot tub show at MaxBell in May 2017 and we were specifically told that empress hot tubs would be taking care of the customer service and delivery. We love our hot tub but Empress Hot Tub has got to be the absolute worst company I have dealt with. First came the delivery of the hot tub apparently the six men who delivered the tub could not manage to get it on the deck, I was devestated they left the hot tub sitting in our back yard. Empress response, oh that is not our company and left me on the phone in tears trying to figure out how I was going to get the tub on the deck which is 5"4 off the ground (told by the sales person this would be no problem) Our son and his three buddies had no problem getting the tub in the deck with no special equipment just used common sense. Next we needed to drain the hot tub, for some reason the attachment will not release, went to Empress, the first lady tells me I need to purchase a pump to drain it... seriously???? Next lady then states no that is not necessary but a service tech will have to come out....$90.00 charge, to fix a defective part in a tub less than six months old. I then left and will again figure this out on my one. read more

I echo the sentiments of the reviews previously posted. Hands down the wort experience. Lies, back pedalling, unauthorized work, no estimates, arguing, double charging, no business acumen....I could go on and on but I won't bore you. Just know if you choose to do business with this company and it turns out badly all I can say is you were warned. read more

I called a few days earlier, with the exact model tub and the exact part number I needed. I ask her to check to see if she has it in stock - she says yes and it is $35. I show up the next day, she does not have the part / she insinuates I never called them / proceeds to look it up on-line and tells me it is around $50 and she can order ti for me- I could buy it myself online for less than that. Rude rude rude, customer service was so bad I created a Yelp account just to slag them. read more

Excellent service and answered all my first timer owner questions. Will be a repeat customer.

i bought a used hot tub from Jacquie at Empress and she was very upfront with costs and the install process. She answered any question i had about maintenance and how to use the tub. Recommended her to my sister who also bought a hot tub. Thanks again Jacquie read more

I have to say, I really enjoy our new hot tub. That said, it's no thanks to Empress itself. We bought the tub and heard nothing from them since. We even had to contact them about delivery which they said they would get back to us to confirm the actual delivery and never did until we called again the day of. We were told it would cost $200-$300 a month for chemicals which we obviously knew was rediculous. The same sales person told us the tub was of different specs than it really was as it's hard to find out online for some reason. No cleaning or chemical treatment information came with the tub. We called and left a message to get instructions and it's been nearly a week and nothing back from them. We know nothing about the chemical balance or how to properly rectify it. I've been researching online and finding info thankfully, but it sure would be nice to hear from the "experts" that we gave thousands of dollars to. Not so much as a thank you or call us if you need anything! The worst large purchase I've ever done in terms of customer service. read more

I've owned my hot tub for 1 year. I didn't purchase my hot tub here but I wish I had. My experience elsewhere has been a nightmare (WofW). The staff here has helped me manage my chemicals (and frustration). They are well stocked with every supply you need. And has helpful hints and tips to help my tub sparkle. I am truly grateful for their customer service. Don't waste your time with the other guys! read more

Do not not not buy a hottub from this company. The after service and professionalism is awful. They claim to treat their customers like royalty, more like peasant or jokers. Thanks for you money get lost. The don't have a clue. read more

If I could give this place less then one star I would. They sell broken and refurbished parts and pumps while telling you it is a brand new item and charging you the price of a new one. Just because you clean it does not make it brand new. I do not recommend ever going here. read more