Company Details

I recently needed to get in touch with wave about my new spa, I'd had it for a few days but I'd inadvertently received the wrong filters. I tried the phone and chat bot but found this didn't help me to resolve my problem. I emailed and got a lovely response from a lady called Emma. She couldn't have been more helpful. She arranged a delivery of filters for my new spa which I received within 2 days. I now have a great spa and the right accessories too.

Spa stopped working after two weeks been trying to get a reply by email/phone but it takes more than a week for a reply it has not been working now for 5 weeks it is faulty I would like a refund and for you to collect my spa do not buy from this company

Wave spas were all very helpful when my heat pump broke. The emails I received were all in a friendly manner. Sharon and Patrick were extremely helpful, thank you both.

I have emailed these people about our spa no response or even reply can't even get through on phone number or even help when you buy a product u expect a response from seller I will now have to take it further than wanted please avoid these people dont buy direct as you find the same as me and others they false advertisements they say resolved but these people who write good things on here are they really customers

UPDATE: Email received from Wave Customer Services saying not to worry about the leak as it would be easily fixed. Instructions on how to rectify were in the email which were copy & pasted from their website trouble shooting advice. These were the same instructions that we had already followed twice and we had articulated this in the initial email to Wave. Third time unlucky attempt and the heater is still leaking… We have requested details on how to return the spa and receive a full refund. Automated email received which is now saying up to 8 days expected response time! Really disappointed. Please get in touch Wave! **************************************************************** Purchased a Tahoe eco foam spa on 25/7 which was delivered on 31/07. Sadly not been able to enjoy the spa at all. Leaking from heater despite following all troubleshooting advice. Rang the number on the website, used chat function and emailed but automated response saying up to 4 days wait for any contact. Worryingly the response also states that they are experiencing a high influx of queries. Have also seen a number of reviews since, regarding the same issue and lack of customer support service. Entering day 5 with non-existent communication - we require a resolution ASAP as spent a lot of money for what believed to be a good product. Order Number: W115885

Poor customer service lodged a complaint regarding our new hot tub not working on the 26th June and still not resolved and no response from support now, has been packed up and waiting to be returned for 2 weeks! Not impressed at all this was bought for my husband's bad back. Had a hot tub from Wave previously and had excellent customer service Order number W109269

Another week passes by and still no response from this company. Brand new customers as they’ve no interest in resolving or acknowledging complaints, we’ve tried all channels to contact them and no call back as promised, no responses to emails or messages. Sent all requested photos and videos of the fault with the heating unit and the only response we’ve had was on trustpilot asking for the order number they already have. If you don’t want to risk spending a lot of money on a product that may not work as described then I’d recommend shopping elsewhere because if something is wrong they have no intention of resolving it this company treats customers who have shopped with them in good faith, terribly.

11 days still no response - Atlantic 6 Person - Only had the Spa up and running for a few days. Water now pouring out of the electrical inlet on the heater. Thankfully we noticed after it had been losing water and luckily stopped the kids getting in, who knows what could of happened.. Turned off immediately and messaged customer services - apparently I need to wait 8 days for a response. Very dangerous and not acceptable Order Number W114734

Wrote email to Wave spa order number W112904 water coming out the back only had it two months ..only to be told got to wait 8 days for any reply at all . Only used the hottub a handfull of times...sent pictures but I would really just like a refund as faulty goods...read all the reviews and so disappointed with the service...

I received my Foam Eco spa last week but have been unable to get it built due to being sent the wrong parts and I have not been able to get in touch with anyone at wave to resolve this despite calls emails and via live chat. From the automated emails it said I should hear back within 4 days but so far over a week has passed without any contact. For what should have been a simple call and exchange has now been a stressful process.

Can’t get a response from anyone. Had several faults with the 6 person hot tub Garda paid a lot of money. Continually getting faults I have emptied and refilled so many times changed the filter followed the instructions. Didn’t hear to stay then had FL CODE. Then HL code can’t get response from anyone. Just want a refund now £1600 is a lot of money to pay for something you can not use? Had a few responses but nothing helpful and no number to call gotta wait over 7 days each time for a reply 🤷‍♀️

Order number 112888 Ordered a spa with this company and had no customer service from day 1 ! had no idea when it was arriving, when it did randomly it was wrong and is sitting in wet boxes in my garden while i await for a response which has now been over 7 days. Summer will be over by the time these clowns reply. Really poor for £1500, will be doing a chargeback nothings changes quickly

I ordered an inflatable spa - it arrived quickly and was very easy to put up and we were very pleased with the purchase. Unfortunately the second time we tried to use it, the heater just failed to work. Although disappointing I understand these things happen and assumed that Wave would sort the issue out promptly. Unfortunately there is absolutely no response from their CS team. I have filled in the contact form, emailed and phoned several times and nothing. I have tried live chat and it just says someone will be with me shortly and then nothing happens. The hot tub was purchased specifically as I have family coming this weekend so it is very disappointing that that now wont happen, but even more so that the CS team do not respond

Hot tub Tahoe eco foam Arrived 14:00 5th August Set it up during the day it was filled ready for 20:00 went in it 22:00 got out 22:30 set it to 35 degrees put the lid on went off to bed and we can hear on the cctv it’s turned itself on at 12:37 when we were asleep and has been running all night until my wife got up at 8:30 this morning, it was at 43 degrees and the bubbles were on all night for 8 hours exactly, now unplugged I’ve reset it a couple of times but the bubbles are staying on no way off turning them off! How an earth is it possible to turn itself on? how an earth it hasn’t overheated and caught fire I have no idea!!! Safety feature says bubbles turn off automatically after 20 mins to cool down but these are on 100% of the time the heater is jammed on so it’s heating the pool constantly then overheating all photos provided with videos no response FYI cost me a further £5 in electric running at full power all night! Phoned 6th August 09:00 awaiting a response Instant chat sent 09:10 awaiting a response Email sent 11:00…….. Customer service seems absolutely shocking never heard of a company being so impossible to get hold off No phone calls No instant chat No Facebook messages No email response yet but that takes 8 days apparently

I got my wave spa in April 2024 I used twice before the heater burnt out after many phone calls they eventually sent dos to collect the liner and heater and I was told I could have a full refund on 3rd July I received an email saying a refund had been processed and it would be in my account within 7-10 working days I didn’t given them my account details and I emailed them stating this to be told don’t worry we have your details and your refund will be processed it is now the 7th August 2024 I’ve sent many emails and left many voice messages and no one has even replied to these and I’ve still not received my refund I’m terminally ill and this spa was supposed to help me but instead it’s caused nothing but unnecessary stress for them to tell me they have sent my refund but in actual fact lied about it is beyond a joke I would stay well clear of these and get a spa from lazy spa which I did and it’s been brilliant although I’m still out of pocket I wish I’d of gone to lazy spa in the beginning

Do not go near this company whatsoever ! Only just had our garda 6 person and have had nothing but trouble from the start ! Communication with the company is awful . Its been that bad that the Mrs has asked for a full refund . Have now contacted trading standards to see where we stand .

Never ever have I experienced such a consistent level of ineptitude and misinformation from a company such as this one. Waves are not to be trusted. Avoid this company at all cost. I would love to post all the emails that I have had to send to this company so people could actually read for themselves how truly awful this company have been. The customer service is virtually non existent and communication is via email. The length of time it takes, for this company to reply is amateur and when they do reply, it’s never properly helpful. I was told the spa was to delivered week commencing 18th July. Nothing was delivered. I emailed asking when it would be here only to get a reply saying that the product was not available until the end of summer. They offered a circular one instead with 16 free filters. (This was offered around mid-late July). I replied that I needed the square one as I had designed the garden around this shape. I immediately asked for a refund. As I expected, there was no reply for a good while. On around 2nd August, the hot tub was delivered without any warning or communication. It’s unopened and I’m still asking for a refund. I could go on but I want to reiterate that this company is to be avoided if you don’t want to waste your time, energy and money.

I ordered in May and the website said next day delivery. This was clearly untrue as that came and went. I contacted wave to be told it was June. This was too late for me but decided to wait. The June date came and went and I was told July so I asked for a refund and have now been waiting since 20 June for a refund. I have contacted them by email and was told it’s with finance to consider. I last emailed on 25 July and 2 August and no reply at all.

bought a wave Garda 4 person hot tub. STAY AWAY!!! this product is dangerous, set it up and have had a nightmare with the heating element. The water coming out of the circulation pipe was so hot it burnt my hand, wave customer service is non existent been trying now for 2 days and nothing back, the hot tub was quite expensive so expected a good quality product but what I ended up with is a pile of junk. You have been warned SAVE YOUR MONEY AND BUY SOMETHING ELSE !!!

It's now 20 days now without a positive response from the company we go around and around the same thing how to sort your problem out via the booklet LET ME TELL YOU IT DOSENT WORK!!. The heater and the controller are at fault I've sent in a video like they asked and guess what no response .Update.. I replied directly to you on the 23rd July even sending a video you requested and I had an automated response from you saying you got it.