Bought a hot tub spa kit, called with questions regarding differences regarding new panel that was supposed to be an exact fit for my old panel. Response was, "we don't have a technician". Period, no suggestions and really seemed like she had bad weekend. Called back to say I had not received the light kit as shown in the picture that I bought. Ms. Pleasant says, the 4th bullet point down says , "bulb not included. I said it was a bit misleading, considering all of the other parts that were the say except for the light... she counters not at all it's in the writing... I call back to say I didn't get the part of the lighting I was supposed to. She says take a picture of everything you received and send it to the email.... I chuckled and said I received everthing but the light, why would I take a picture of everything I have... it's the light that's missing... can't take a picture of it??????? Chelesa got a little more attitude and I asked for her manager.... she said he's John and he won't return my call and he doesn't have to, I tried ask who she reports to, again, John and he doesn't talk to the customers... I said you are the only customer service/parts/service person there... Yep she's it all..... I'd never buy from this company ever again. They are the WORST!! read more

Sold me a defective heating element for my hot tub which tripped my GFCI. Contacted them and they basically told me "tough luck" and deal with the manufacturer which I did. I sent the defective component to the manufacturer and it's been almost 2 months with no response. I had to file a chargeback with my credit card company. Avoid this supplier. I wish I had bought from Amazon. So much for trying to support a small business. read more

This rating is SPECIFICALLY for the Kaysville, Utah location and with phone number 801 494 5446. After reading all the bad reviews and one star ratings I was VERY concerned about ordering from them. But after talking with the lady who answers their phone she was very cordial and extremely helpful. I expressed my concerns about shipping times and possible damage for the spa jets I wanted to order. She confirmed the parts were in stock and assured me they would ship out the next day which they did in fact! We discussed careful packing to prevent damage as well. Five days later I received the spa jets via USPS. None of the parts were broken fortunately however they were all just in a bag and not a box. She gets 5 stars for customer service but they need to protect their shipments much better. read more

needed a couple small pads for a hot tub repair. Hot Tub Warehouse cleaned they had the parts in stock and would ship I one business day. I went ahead and ordered on 9/15/22. Took them three full business days to get them in the mail. I live in MT and ordered from their UT store thinking it was close and would likely shorten delivery time. I paid an up charge for expedited shipping. Turns out after three days of delay they shipped the pars from their Atlanta Georgia facility. its not likely I'll see these parts within 10 days in my order. On line customer service was unapologetic. Terrible experience. You have lots of options in this market. Order from someone else who might value your patronage. Anyone else is likely to do a better job. My next email is to the Better Business Bureau. read more

Incompetence at its finest. Order multiple times from them.. every order was either lost, delay, or the wrong part number all together. Customer service is an abomination with no patience and 0 ability to actually correct the problems. You send them pictures.. they dont respond for days, then tell you the `warehouse` said its your fault. My fault for ordering from this shit show more than once. Go elsewhere, they really are a joke of a company from top to bottom. read more

To whom it may concern, My name is Ramon Andujar this is in reference of (ORDER #H100426355) I call your customer service department today (04/05/2022) to find out information about this order Witch I placed on 03/30/2022 As I reach the customer service person she told me that the company's payment system flagged my payment as fraudulent therefore my order was never processed. If that was the case Why did I receive an e-mail confirmation after the transaction was processed stating that the payment was complete, if that was the case why did the company never send a follow-up email stating that the payment never got processed, also why my bank just told me they are processing the payment today as the payment was never submitted or processed by your company until today??? Please, made the necessary correction to your system, and provide better training for the person in charge of processing the online orders as well as per the person in the customer service department as they don't have a fucking clue of what they doing in the meantime I waisted 5 days of my time for the negligence of your company! read more

The absolute worst online shopping experience I've ever had. order placed 1/18/19 email asking where my order was 1/24/2020 response to my email 1/29/2020 to say there was a glitch in their system, followed by another saying my order was canceled and needs to be reordered, after checking with my bank, that was a straight up lie. so they wanted me to pay twice for something they were never sending. I will never shop with these shysters again read more

Absolutely horrible customer service. No notice whatsoever on my order until I called them two weeks after order was placed only for them to tell me they can't fulfill the order. No attempt to rectify the situation at all. Just told me my order has been cancelled and hung up on me. Absolutely rudest lady ever. read more

Called on 3/8/22 because I needed help identifying one last part from my order, the lady that answers the phone is in dire need of customer service training, she is rude and condescending and I told her so. I emptied my shopping cart and placed my order elsewhere. read more

Would not recommend these guys....they have 1 of 5 stars for a reason. I ordered 3 spa jets from them...took 3 weeks to get, they sent a completely different item- a charger of some sort, the lady that works there has no clue what is going on, they send the wrong tracking number, & they didn't even give me a refund. Do yourself a BIG favor- use "hot tub outpost" online- I ordered 3 separate orders from them- had all the correct parts I ordered, & received all my parts in less than a week with proper tracking numbers as well. read more

Place is a scam, tried to cancel, the sent an email used covid-19 as an excuse in there confirmation response then crickets. I reversed the charges on my card. Purchased from a different source. Immediate response shipped the next day. Don't buy anything unless you like problem. In a world where a mouse click gets you instantly the part you want these people need to go do something else. read more

DO NOT order from this company. They sent a broken part. After Calling and speaking with Elizabeth, sending pics etc etc.. they have decided to stop all communication and the return process. Took my money and ran! Please do not give them one penny if this is how they are gonna treat customers. read more

I have been trying to return a part that doesn't work for me since 28 March 2020. I get it COVID but this is a online business and if you sell things you need to be able to return them as well!! No phone support anymore, and only auto reply email response. Need a return authorization number but no one emails back with a number and address. Terrible!!! read more

Placed order on April 26. All items listed as "in stock" and they charged my credit card. It's May 18th and still haven't received items or update. All items are still listed as "in stock". There is no working phone or chat support. I have emailed them multiple times as instructed and the only responses are general auto reply email that blame COVID and gave highly inaccurate estimates on product shipment. I have since ordered other misc parts from other identical retailers: Spa Depot, Hot Tub Parts of America, Spa Part Shop, Hot Tub Outpost and ebay. All of those items have been received within 5 business days and I received valid order updates. Their related company Sunplay just went through bankruptcy in 2019, so maybe their distributors are owed money and are delaying the shipment of product? read more

I ordered spa chemicals from them. My order was large enough to qualify for free standard shipping, which I assumed was fine as I had a 2 week supply. All items were shown "in stock." Based on my experience with other online retailers, I expected in stock items to ship with 1-2 days. When five days had passed, and my order was still showing "processing" on their website, I emailed them to inquire about the status. No reply. Thereafter I have since phoned them three times, kept on hold for 20+ minutes each time and prompted by the machine to leave a voice mail. Which I have done. No return phone calls. I also have emailed them a second time. No reply. It is now 8 days since I placed my order. It has not shipped, nor have they returned my messages. I checked the BBB website and the company has a F rating from the BBB. Very unprofessional people. read more

I purchased a $35 pillow from this company. It arrived slightly yellowed and not white like the photos. I asked to return it. They sent a return label and told me they would be charging me for return shipping. Once it arrived to their warehouse they said they would not accept the return because I had taken the plastic wrapping off the pillow (which was literally the only way to view the pillow) and told me I had to pay them more money to have it returned to me when I don't even want the pillow in the first place. Very bad business practices. read more

DO NOT PURCHASE FROM HERE. I should have looked at reviews cause I am not the first person they don't send confirmation emails to or ship your item they just like to take your money and not respond. Spend your money elsewhere! read more

A true one star or less company!!! Don't be as stupid I was, not reading customer reviews before purchasing from this company. Also, the reviews with the Better Business Bureau are just as bad. Ordered from them March 11th, can't reached them by phone or email. The website just says that the order is "unfulfilled". Even though it's been weeks, sounds like all the reviewers had the same or worse customer experience. Sad. Guess, I'll be hounding them, trying to make other customers aware of their abysmal customer service until I get my product, or I dispute the charge with my credit card company. read more

SLOW SHIPPING and POOR CUSTOMER SERVICE! Wish I had read the other reviews before I ordered. I eventually got my order but was very frustrating. Couldn't get anyone on the phone... Order from somewhere else!!! read more

Save your time and money I think this place is a scam. Nothing takes weeks to fill an order and to try and contact someone is a joke. They should be banned from doing business. BTW they are the same as SunPlay which are one in the same read more

Terrible Experience. I ordered a part on back in November 2019. The item on the website states that the item is "In stock and ships within 1 business day"....with a delivery time of approximately 5-7 days. I inquired about my product 1 week after the purchase as I didn't receive a shipment notification. I was told that it should ship the next week. Needless to say... this same response occurred over the next 30 days AFTER my initial order was placed with every associate stating that there is a delay (with no specifics to the cause of the delay). They finally cancelled my order - what a waste of time. The associates felt really bad and encouraged me to just cancel the order because of this bad business practice. I asked to speak to the owner, John... but apparently he doesn't take these types of calls. I suggest finding a different vendor even if this company is less expensive. You will not get your products. read more

Ordered a pool testing kit 8 days ago. Still no email that it shipped. Just called and was told the warehouse was backed up but that it should ship someone this week. I canceled the order. Will not use them again. read more

Have ordered from them in the past, but latest order did not arrive after 3 weeks. Website said it would ship in 3-5 days. They said it was in the warehouse, and that the warehouse was backed up. After they contacted the warehouse, nothing happened. So, I cancelled the order. No idea what really happened. Was the part really in the warehouse? Does the warehouse not care about this vendor? Like I said, past orders where fine. But, there are many pool vendors on the web, just find another one. That's what I did. read more

Terrible customer service and awful overall experience. I ordered chemicals for my hot tub online in February, and their website says that they'll ship within 5-7 business days, but it's been 10 business days and they still haven't even acknowledged my order. They charged my card the day I placed my order, but their website says "Order awaiting fulfillment", and nothing. I sent e-mails to their "Contact Us"... nothing. I attempted to chat and received one response that said, "It will be processed by the end of the week" making it 15 business days since I placed my order, so you add the 5-7 days for shipping onto that and you're looking at nearly a month to receive an order. Please please please, read all of these negative reviews and just suck it up and pay the extra money and go through a reputable online retailer like Amazon. read more

DO NOT order from this company... Ever... They take forever to ship compared to the competition (4+ days) and their only excuse is "we're busy"... Really??? What's sad here is they used to be fast and reliable but not anymore... I won't be able to do my water change now until next week which is ridiculous considering I ordered a week ahead of time. Just get the stuff from Amazon and save yourself the trouble... read more

Horrible horrible company! Dishonest scammers. You are lucky if you get ahold of customer service, you are luckier if they ever ship your order. Oh, and don't throw your money away on express because if they do ever ship your order, it won't arrive any faster. If you want to work at or shop at America's worst company - here it is read more

STAY AWAY!! I purchased 2 items chemical items with one being approx $65. I received no order confirmation but received the order after approximately 2 weeks with the $65 item not included. Instead it was a different sterilizer that we do not use which retails for much less. They did not respond to their email and phone help is lip service, attitude and deflection. It has been a month and they are still messing with trying to get the correct order. When I asked for cancellation and my money back I was told they wouldn't do that.. ? If I could give 0 stars I would. I wish I would have looked at reviews prior to ordering from them so all I can do it warn others. read more

I don't know how this company stays in business. I paid for a pump and recieved it damaged. I immediately reported this along with pictures. They said they were going to file a claim with the courier. Ok... So what about a refund or replacement. They said I get nothing until claim was settled. WHAT!!!!! This claim has nothing to do with me and I was told that if claim was rejected then I get nothing. This not right! It has been over 30 days now and the average time for this type of claim is 10 days. They won't respond to my inquiries anymore. Is it legal to do this? Definitely unscrupulous and I feel ripped off. Looking at all the real reviews not on their website they have screwed so many people. How do they live with themselves? read more

Horrible. DO NOT BUY FROM THEM! They sent me a defective product. When I contacted then, they said I'd have to pay to send it to the manufacturer for "warranty consideration". They will send you trash products and walk away with your money. read more

I ordered from here in November with no problem. Everything was shipped and received quickly and the price was decent. On May 5, 2020, I ordered again. I ordered five 2-lb bottles of chlorinating granules by Spa Pure. I received an email confirmation stating that I would receive a shipping notification. Surprisingly, a package arrived on Sunday, May 10 from HTW. Inside was only 1 of the 5 bottles I had ordered. I contacted the chat and Chelsee said that my order had shipped as complete. Even the shipping label said the package weighed only 3 pounds, so I am not sure how you can get 10 pounds of product, plus the weight of the bottles, in a package that weighs a total of 3 pounds. Then, the chat went dark and I had to leave a message. I left a message. It has been over 2 weeks since leaving the message about not receiving a complete order and no response. I have disputed the charges with my financial institution since HTW is unwilling to give any sort of response. In short, I would not buy from here again. Do not let the 4+ star Google rating fool you. read more

Wish I had read the reviews. Absolute horrible customer service and they absolutely so no signs of caring about providing service. Will never order from again. Please read reviews and do not make my mistake. read more

I usually leave positive reviews, but in this case I have to rate HotTubWarehouse 1 star. I ordered a hot tub heater from them. I received it, installed it, and it worked fine for about 5 months. Then something began tripping my breaker. I diagnosed it down to the heater. I contacted HotTubWarehouse and they had me ship it back to the manufacturer at my expense, only to have the manufacturer blame me for their heater leaking and corroding. I proved the leaking and corroding was the fault of the manufacturer, but HotTubWarehouse wouldn't hold the manufacturer to their 1 year warranty and explained I had to pay for it to get repaired or have it shipped back to me. I'll fix it myself. If you expect a warranty, don't buy from HotTubWarehouse. read more

Very slow shipping slow customer service. Never received my order. A month later I just requested a refund. Stay away if possible

DO NOT ORDER FROM unless you are fine waiting 3 weeks for your part. They lie about the shipping 5-7 days. I ordered a pump 10 days ago and they still have not found one to ship to me, said it might go out next week sometime more than 2 weeks after ordered. read more

Purchased an ozone generator for my hot tub unit came defective they told me to contact the manufacturer. Do not deal with this company. Could not contact them for a week and when I did they couldn't care less read more

STAY AWAY FROM THIS VENDOR!!! No product was ever shipped despite their email stating the item was delivered. Worst customer service I've ever experienced, hold time just to be forced to leave your name and number for a call back is more than 20 minutes. Zero returned emails despite their emails saying 'contact us here'. Finally got a human almost a MONTH after ordering the product to cancel my order since they still had zero eta on the product. read more

I was told it was in stock and it would ship right out. Then a week later, I am told (after an hour on hold) that NJ Warehouse is busy and it would ship next week. It is now next week 12 days after order ..no product.. no communication.. call and wait on hold but had to hang up after 30 min. Next call my credit card company! Beware! read more

Bought a hot tub cover 2 years ago from these guys. It was a "Prestige" hot tub cover. They advertise a 5 year warranty. Mine lasted no more than 2 years and it literally split in two, at the seams. The stitching was poor and the foam has started falling out. They DO NOT honor their warranty. Mine was new and was not refurbished or anything. Thought I was getting a quality cover....NOT AT ALL. At first they appeared to be willing to honor the warranty asked for pictures then asked for more pictures. When I finally bombarded them with all sorts of pictures, they gave me the name of the maker "Prestige Hot Tub Covers" and told me to call them. All I had to do was go online and look at the Prestige Co reviews to know that I was not going to get anywhere with either of these companies. Beware of the quality. These covers are not cheap. read more

I have now been waiting 10 days for a new pump for my spa, their website shows it is in stock and says it will ship in one business day. They do not return my emails on their "contact us" page, and they do not answer their telephone. Stay away from this outfit, don't find out the hard way, like I did. read more

Ordered basic parts after 2 weeks gave up and cancelled the order. Parts were in stock and kept saying it will ship in a week. Stay away a big waste of time. read more