Dreamspas – cardiff

I ordered my new top of the range hot tub in February and was told delivery would be the beginning of June which was fine. It was delayed until July but that was understandable under the current climate…… What would have been nice is a call to let me know there was a delay instead of me chasing in June and being let down at the last minute. I should have realised then what sort of ‘lack’ of customer service I was about to receive. We were told what electrical supply to install, it was incorrect information. cost an additional £300 to change the supply. We were told the access was fine and the tub would fit, it didn’t, another £300 for a Hi Ab. OK, at least we have our new Hot Tub to enjoy…… unfortunately it was more of a sieve than a tub. The water was pouring out and saturated the garden. To be fair, they sent an engineer out the next day, he was a nice guy but couldn’t fix it. Although he did manage to fix an additional four leaks that we were unaware of !! They called in the specialists, I waited 2 weeks for ‘The Hot Tub Doctor’ to arrive. They spent two days fixing it and left……. Now, as well as leaking, the tub wouldn’t warm up as there’s a fault with the heating system. I now have a warm sieve instead of a hot tub. While all of this was going on, it was holding up the gardening company who were waiting for delivery so they could landscape the entire garden and build in the new hot tub. Unfortunately, as the ground had been repeatedly saturated it was holding up work. So……. 2 months down the line, I have cancelled the order after repeated attempts at repairs. I have been waiting 6 weeks for the tub to be removed from my garden. I have made a huge amount of calls and sent numerpus emails to Dreamspas begging for the sieve to be removed from my garden so work can begin…… but nothing. I have had no refund, I chase them every day but never get a reply. I’ve just going down the legal route as it seems the only way anything is actually going to get resolved. They are appalling to deal with. Do yourself a favour and buy elsewhere. There are plenty of suppliers out there and I guarantee that none of them can be as bad at customer service as Dreamspos. I firmly believe that a company shows it’s true colours when there is a problem, WOW…. they have really opened my eyes to just how bad some companies can be. I still have a warm sieve in my garden, no refund and nobody ever returning my calls or emails. It looks like it’s going to be a legal battle now……. do yourself a favour, deal with a company who actually care about you and avoid the headache I’m going through.