Hotspring Southwest & Wales Reviews 

Avoid at all costs, only after your money and don’t care about you once they have it!

We first ordered the hot tub back in June 2021, we were given an estimated delivery date of Oct 21. This came and went so we chased for an update and got a blunt response and was given a new estimated date, which also came and went. Again we chased and eventually a year later the hot tub finally arrived. We certainly weren’t told that it would take a year for delivery when we paid a deposit!

It was delivered with a faulty heater so we couldn’t use it until that was fixed! We complained about that but we were fobbed off with no meaningful apology for the year long wait and the faulty part!

I booked and paid for the gold service and on 20/09/25 I informed the service team that I think the jet pump had an issue. Faye responded saying she would send out the engineer with a replacement part should it need replacing under warranty.

The service was completed and the engineer assured me he had cleaned the lid, but he hadn’t so he lied to me (see pics). Before he left, as I was signing the paperwork he was saying that I had about 2 years left on the five year warranty and that had the part not been covered under warranty it would have cost me about £600.

About 20 minutes after the engineer left, I then get a call demanding payment for the part that was fitted I have to pay for it even though two different employees told me it was covered under warranty.

I have been locked in a stupid argument with the service department who struggled to offer any meaningful apology and will arranging for an engineer to remove the part fitted and hopefully complete the service.

I rarely write reviews but feel it is important to help avoid others wasting thousands of pounds. Be warned before you buy. Nothing but problems with our hot tub. Again we have had a whole summer and autumn without our tub! If Hotsprings need to order parts, it can take months as parts are only delivered to the UK once there is a full container! Then you have to wait for a fitter to come and replace the parts who then does not only not turn up, but does not even have the courtesy to inform you!! So disappointed. Another days annual leave wasted. I truly regret investing £12,000 with Hotsprings, complete waste of money as we haven’t been able to enjoy it. If you are looking to buy a hot tub, please take my advice and purchase from a company that can actually provide support when needed.

I sold my hot tub back to Hot springs on the 8th September. I was told I would be paid within 48hrs. I am still waiting and have called and spoken to both sales and service team. All say they have passed on my request and I still have not heard anything, not even acknowledgment. Honestly shocking.

On the back of the response received from Hotsprings it’s worth noting that it’s at the customers fault. Not possibly due to their complete unprofessionalism. How hard is it to take down bank details🤣

Asked for a refund on our deposit and got abuse. At no point we're we told refunds non refundable, not even a pre order done but they keep refunds, easy money! Took months for MD to say NO, We're not the first! Absolutely shocking attitude at times...Endsleigh Store Ivybridge

With Hotspring Southwest we been extremely satisfied with the consistency of service we have received. After 10 years we decided to re-visit Cadbury Garden centre, where we originally purchased our Envoy, to order a replacement cover and imagine our surprise when we were met by Rose who sold us our hot tub in 2014.

The covers may have changed but Rose has remained an absolute delight to deal with and covered all our questions with friendly professionalism. If you are after a hot tub then Rose at Hotspring Southwest is your one-stop-shop.

Genna was so easy to talk to and really helped with all our questions. Hot tub purchased for my parents and the whole vibe made it easy for them. Really really pleased, thanks Genna

Even had water and treats for my dog

Great customer service from Rose today, worth a visit if your looking to buy a hot tub.

Great Experience from start to finish.
Grace at the showroom was very knowledgeable, professional and friendly and she talked us through our needs / what hot tubs would best suit us.
on Delivery day the two guys were great, very professional, knowledgeable and helpful

We went into hot springs knowing nothing about hot tubs other than we needed one. We left with enough knowledge to make an informed decision based on purchase price, running costs, maintenance etc. We were looked after by Rose who we found to be Professional, courteous, knowledgeable and explained things to us without any rush or making us feel stupid for what I am sure must have been a few daft questions in the mix

We bought a flair hot tub in 2020 from hot spring and have been very pleased with it and still use it regularly! The team at hot spring are always very helpful and any issues resolved quickly. Don’t hesitate to take the plunge!

We were given knowledgeable advice on the most appropriate product for us and received outstanding after sales service. Everyone we spoke with was extremely supportive and helpful. Excellent product.

Very helpful lady Terese at Cadbury Garden Centre and an entertaining morning with mulled wine and mince pies while my husband shopped for his hot tub. Thank you

I would like to write a review about my Hotsprings hot tub Envoy . I’ve had my hot tub for 13 years , it is always on and only turned off to clean and refill normally done in the same day . It is a wonderful thing and still looks amazing . I replaced the lid 2 years ago and am now replacing the filters . Don’t buy cheaper these hot tubs are built to last .

Popped up to get some chemicals for my hot tub on 28th July. Friendly service as always.
I've had my Relay Hot tub for 8 years, absolutely love it! It's as fabulous now as the day it was delivered 🙌.
Pure pleasure !

We’ve had our hot tub 3yrs. It’s been really good. The service was excellent. In the showroom in Swansea today the man was really interesting & helpful.

Had one of these Hot tubs for years and would never go anywhere else . Great service and always helpful.

Amazing Service today my mum was thinking of buying a hot tub and Rose was amazing at helping her at Cadburys Gardeb Centre!

Very Happy

Hard may really for just over a year and very happy with it and the service I receive really look forward to the summer I’m getting in there just pop down to Swansea custom service is very good thank you for all your help

Very happy with purchase of a 5 seater, 24 jet jacuzzi. Expert advise and supportive guidance on choosing the correct jacuzzi. After sales and 10% lifetime discount on products is a bonus. Sue is amazing a real charmer! Credit to delivery team too, they moved heaven and earth to get the hot tub in. Thanks Stuart & Jack!

Excellent support and very pleased with this purchase lovely relaxing spa pool support from team was excellent quick response to two queries leading to a replacement strap for lid would definitely use again . Follow up support also impressive from Plymouth branch