Hot Tub Barn Reviews 1,753

We purchased our Hot Tub from the Chelmsford Branch. Natasha was absolutely brilliant. The Hot Tub has been wonderful. The delivery service was spot on and the follow up service of advice was amazing. I would highly recommend the company and particularly the Chelmsford Branch. Thank you

Martyn Gent, from Hot Tub Barn couldn’t have been more helpful; great knowledge and great customer service.
We were a little disappointed with the supplier, Riptide, and delays (they didn’t contact us, we had to chase, or Martyn chased for us), the hot tub itself is amazing.
Riptide’s customer service is not up to Martyn’s at Hot Tub Barn; however, we are now delighted with our hot tub and Martyn Gent has made it clear that we can contact him any time with any query’s.

I purchased my hot tub from Polhill branch, my experience from the purchase through to delivery and installation was brilliant. There were a few hiccups along the way at my end as I didn’t realise my garden wasn’t level, but they were very helpful and accommodating to make sure the delivery and installation went as smoothly as possible. The installation guys were friendly and helpful too, and the after sales help is incredible any questions or queries I have are sorted straight away specially from Janice. Amazing service can’t recommend them highly enough.

So I noticed this place in Chelmsford on the way home from work and thought I'd pop in as I was looking for hoses and fittings for my pool, now being a similar item I thought I'd enquire. Was told that no they did not sell these items as they would be specific to their hot tubs which is fair enough. I also noticed they had steps and again something that would be useful for my large above ground pool. Was told the once I had enquired about had been outside the show room for years and they did not sell steps anymore. However I politely asked if they would consider selling these and was told no as they were theirs, well ok that is obvious. What shocked me was the comment that followed, "if I was to try and cut them out and take them they have cctv" Now there is banter and then there is being RUDE, I'm guessing walking in with my work uniform and a sign written van was not to their taste. Anyway all I could do was smile take it on the chin and say don't be silly before I politely walked out. But WOW.

I purchased a hot tub from Hot Tub Barn at Polhill Garden Centre November 2024 after visiting a number of hot tub retailers. I am delighted with my hot tub and the whole buying experience. The sales experience from being helped to find the right hot tub to installation and customer service. This company go above and beyond and I can thoroughly recommend them. A special mention for Janice at the Polhill branch who's customer service was excellent through out. Well done.

Had a great experience with Hot Tub Barn. They were professional from sale to delivery. A fantastic value for money brand and after sales support. Called Martyn at the Ashford branch in Dobbies garden centre also spoken to Ruth Natasha Paul and Janice about water care and always have a comfortable feeling of knowledge and expertise. Would recommend and have to friends and family. If looking for a spa or swim spa check them out!!!

Just had my hot tub delivered and installed ..
Everything was fantastic and ran to military precision … crane arrived in advance of Hot Tub barn installers, Dave and Wayne ..’
They were quick efficient and very helpful… prior to delivery the office , especially Natasha was first class.. 100% recommend their services to any one … and by coincidence their next job after me was my neighbour … !!.. 😂

I will edit this once / if my hot tub is delivered however, story so far.

Paid the deposit and arranged a survey that they completed. As it turns out a contractor advised a concrete base be installed which was done all in preparation for delivery. The survey is worthless and all need to beware as it means nothing and despite them saying it can be delivered you will still be charged if THEY are wrong.

After survey I paid in full and then on delivery day was told it could not fit in. So despite work done, time off to be here for delivery it was not possible. I then receive an email stating a crane is possible however there are further costs. If the survey was done correctly these are costs I could weigh up before paying the balance.

You are then held to ransom. Their surveys mean nothing, their customer service is appalling and as it stands they are even refusing to confirm a delivery date.

Bought a hot tub from them 5 years ago. Service has always been great. Helpful and knowledgeable staff. Recommend

purchased ex-display (dry, unused Infinity160 platinium) April 2024 , paid for premium model supposedly with the best insulation you can get.
Issues from day one with sound system not working, then left speaker not working , had fallen off the cabinet side, waterfalls were leaking and running all time when should have turned off, intermittent Gecko control panel would freeze or not respond , large 4 inch light bevel broke and 2 inch piece fell off, then becauseof these faults the cabinet panel fixings broke and had to be temporarily fixed back with a piece of wood, reported in May after 38 days used and by October (5 months later) no replacement panel - excuse being they don't keep spares and only when there is a production run would they get one.
The tub loses between 3.5 degrees and 4.5 degrees temperature over night and when overnight is down to freezing it loses 6.5 degrees overnight - with the claimed insulation being excellent other hot tub suppliers tell me it should only lose 1.5 degrees overnight - their is practically no insulation on the cabinet panels ,its very poor
Asked for a full refund and although the chelmsford staff are pleasant and try to accomodate they cant because they are dancing to the tune of the chinese manufacturer who chooses to IGNORE complaints .
When told to email their "complaints" dept i get a reply 2 MONTHS later from a Ying Liu promising to address any cosmetic concerns - and that reply from November 4th was the one and only communication i have received from them in the last 12 months !!!
I replied giving a constructive suggestion to replace the lifter arm so that they are not on the control panel side , but my suggestions were ignored , further attempts to contact "complaints" dept on Dec 3rd 2024 have gone unanswered , Hot tub barns in chelmsford were copied in and also choose to ignore my correspondence.
There is therfore NO MEANINGFUL WARRANTY with this product despite the paper its written on saying panels 2 years, structure 8 years , heater 5 years - it's more realistic to say the warranty is valid for days rather than years.
They are NOT INTERESTED in refunding for faulty goods , nor are they will to replace the expensive parts such as the control panel , the cabinet sides or the lifting arm .
Your best bet is to either a COUNTY COURT SUMMONS or try and claim under SECTION 75 on your Credit card if you paid more than £100 of the purchase price on a credit card.
Don't be fooled with all the sales talk , if your dealing wit ha company that will NOT rectify issues in the first few months what chance have you got 1 or 2 years down the line , the warranty is worthless, the chinese manufacturer just washes their hands of you once they have their money !!
Go somewhere reputable instead - look at the other reviews they tell a similar story , there is no smoke without Fire !!

Dont believe the supposed good review from a "customer" YING LIU dated November 2024 - that is the same person in the HOT TUB BARNS complaints department that refuses to answer my complaint emails - they are posting bogus reviews of their own products and services !!

We bought our tub from Chelmsford. The sales team have been really helpful and Natasha in particular has gone above and beyond to help us with a few teething problems. Nothing is too much trouble. Had a slight issue with the tub which has been sorted out very quickly. We have no hesitation in recommending the Chelmsford store.

I recently purchased a hot tub from Hot Tub Barn at their Chelmsford showroom, and I couldn’t be happier with the experience. Natasha, the consultant who assisted me, was incredibly knowledgeable and an absolute expert in this field. She provided so much valuable advice, which made the whole process smoother and eased any worries I had about buying and installing a hot tub. Her insights and guidance helped me feel confident in my choice, and I’m truly grateful for her support. If you’re considering a hot tub, I highly recommend visiting Hot Tub Barn and asking for Natasha!

I give one star for the politeness of the staff in store but zero stars for the manufacturers.
When your spa is under warranty and they refuse to fix broken parts, despite it being only a few months old, then this company needs to be avoided.

The whole experience of viewing and purchasing my hot tub from hot tub barn Ashford was amazing. All my questions were answered well and no pressure was applied to purchase. Which is great in itself. Delivery was arranged promptly and at a mutually suitable time. Wayne and Dave who delivered and installed the tub were very professional and helpful with further advice regarding care and function of my tub. Thankyou very much Tracey K

Great communication with Connor , answered all questions . plus great after sales service, best decision to buy Hot Tub and glad we did . Used it everyday best nights sleep for me

We are extremely satisfied with the regular servicing and maintenance provided by Hot Tub Barn. Especially the sincere and diligent work carried out by Wayne.

Dave & Wayne were great, went the extra mile and was a pleasure to work with.

Thanks again, will defo recommend!

Hot tub delivered today.

Well the dream of a relaxing stress free experience enjoying our hot tub has turned into the complete opposite, after sales communication is zero, after chasing several times to get help with an issue of how much it was costing to run the hot tub, which far exceeded the amount we were told, we eventually received a call after I emailed their director and he arranged for an engineer to come on a Friday and said he would diarise to call me on the Tuesday, that was over two weeks ago and once again after calling and leaving voice messages Iv still had absolutely no response.

To add insult to injury we have found a large piece of plastic casing in the pool that has come away from the large light inside pool step area and also after them recommending we purchased the music system at an extra cost of £500, wow was a complete waste of money, one of the speakers was vibrating after installation (oh btw it arrived without the speakers being fitted so another visit needed) and then we had to wait nearly 3 weeks to get it rectified but once again it isn’t working again, what with the fact that you can hardly hear the music above the pumps, nothing like what was shown in the showroom, who sits in a hot tub with no pumps in just so they can hear the music?

We feel that we were defo missold the whole package, new to ever owning a hot tub we relied on the sales person to give us guidance to enable us to make the correct decision but now feel extremely disappointed with this company, come on tub barns communication is key and also something we were told that your aftersales towered above any online company !!!!! We have only owned the hot tub for nearly 3 months 🥲😡🥲

Awful company would never buy from them again and definitely would not recommend them aftercare horrible hot tubs got damaged on delivery months of calling them to get somthing sorted or them repaired only to get abused by a bloke called Tony at head office was told apparently I am one of them customers whatever that means !!