Hot Tub Warehouse

Zero stars. If it were possible they would get a negative 10!.. Completely awful experience similar to Phil's below. I ordered the wrong part and have attempted repeated email and phone contact with them. They will not answer the phone and will not respond! I am going to return the part without an RMA and dispute the charge on my card. I do NOT recommend using this company. They are non-responsive and do not care about customer satisfaction or service. Char G.

ZERO STARS
HAS BEEN THE WORST ONLINE EXPERIENCE I HAVE EVER HAD. I placed an order and my fault that ordered the wrong part number, but that is when the trouble started. It was a spa heater and I immediately realized it was the wrong part as soon as I made the transaction. So I wanted to change to the correct item and tried to call them, but they do not answer. Tried there website message service, calling and e-mailing but to no avail. I then made numerous attempts to e-mail them saying not to ship, that it was the wrong item. (mind you I started trying to contact them immediately, literally 10 minutes after making the transaction) No one has ever responded. The order did end up arriving over 2 weeks later and now I am trying to contact them to return and get a refund. Again there is nobody that will answer. I should have looked them up here first and I would have realized it is a bad business by all the complaints. What I don't understand is why this business can continue to operate. Horrible.

Shipped the wrong product and no response to frequent emails; telephone communication doesn’t work. I’ll try to get payment cancelled.
Not even 1 star.

After 7 days I received email requesting verification of receipt of merchandise. After 10 days found out product hadn't even shipped. Contacted HTW via email. No response. Called their customer service number and was force to leave a message. Searched via internet and found another number (an 866 number). Number not in service. Searched more and found another 801 number. Number no longer in service. I am contacting my credit card company.

Ordered my parts on March 5th parts were supposed to be delivered in 5-7days parts haven't shipped yet. Reached out to company on March 12th said they would get parts shipped right away called and left 2 messages on March 13th 1 in morning 1 in the afternoon no one from the company got back with me left an email on March 14th . Parts have been paid for no way for me to get my money back or the parts I ordered if no one from the company is responding

SCAM Charged my card and never delivered product and would not respond to phone calls or email.
Chris C

I ordered a Pressure switch and chemical filter cleaner on 2/23/20. I ordered the cleaner just to get free shipping once you spend $35. I recieved the filter cleaner promptly but never received the pressure switch which was the entire purpose of the order. It said 5-7 days to receive my item. On the 10th day, I call and get a very rude associate who says it will be shipped within the next day and I will be sent tracking. Now it has been a full 2 weeks. I have received no tracking info, no part, and no refund or return of any emails. They no longer answer my calls and have offered no assistance at all. I’ve even been ignored on live chat once I make them aware of the issue.

I ordered a Waterway Pump for my hot tub. Hot Tub Warehouse immediately sent me an e-mail confirming my order. That has been my last communication from them. They have not shipped my order, they do not answer the phone, they do not return calls, there is no way to actually get in touch with this company. I have called on multiple days, at different times, and all they want you to do is to leave a message, which they then never respond to. In reviewing this company online, I have since found out that this has happened to numerous customers, all warning that this website is a scam. I have now had to file a dispute with my credit card company since they already charged my account for $280. Their website should be taken down.

Ordered from them a month ago. Cant get ahold of anyone and no response to email. Prior reviews warned if this but I did not read them before purchasing.

An item of my order #*** was never shipped. Hot Tub Warehouse claims that they have cancelled that remaining portion of the order due to their computer error, and will not ship the item despite it being in stock. They have not refunded the cost of the item, but claim they have done so.

Horrible, terrible thieves!!!
Took my money, NEVER delivered. One month after canceling, with a representative agreeing as they could not deliver my $400 order, I still have not received my monies!!!
Can't reach anyone!!!

Two months ago I ordered a part for my hot tub, a necessity, as I have a chronic illness and it provides great relief. The part was not shipped in a timely manner, so late that the pipes in the hot tub froze with the winter weather. I had to email, leave voicemails, and call before it was shipped, weeks later than promised. It ended up being the wrong part which was my ordering mistake. Upon again emailing and calling, they provided a return label. I was assured that I would have a full refund since the part was not used or installed. It was shipped to them via UPS on Dec 16. I have the receipt for this. Though it was sent back to them almost a month ago, I have still not been reimbursed for the return. Now, I cannot get anyone on the phone and have left multiple voicemails this week, hoping someone will call back. I am out about $200.00, my hot tub has frozen pipes, and my fibromyalgia/arthritis has no relief. I consider this outcome to be negligent business and exploitative of customer's patience.

On Nov 18, 2019, I placed an on-line order for 4 items in various quantities from Hot Tub Warehouse.

1. Waterway Barb Adapter 419-1000 (Qty 4) - $11.80
2. Shurflex 3/8" Clear Vinyl Tubing × 10ft - $9.50
3. Filbur Filter FC-2397 (Qty - 2) - $79.90
4. Waterway Air Injector 670-2297 (Qty 6) - $29.70

Discount coupon used for -$5.00 plus WI Tax of $6.43 brought the total charges to $132.33

On Nov 20, 2019, I received an email from Darian at Hot Tub Warehouse (URL info@hottubwarehouse) shown below.

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Hello,
I’m contacting you today about your recently placed order. As we were getting your order put together we found that we had an error in our inventory and we do not have item FC-2397 (2) in stock. Our inventory department is estimating a ship date in about 2 to 3 weeks. We apologize for these delays. Do you wish to proceed with this order or cancel?
Please confirm how you wish to proceed, asap.

Thank you,
-Darian
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I replied indicating to keep the order but ship the other items now. I subsequently received only the first 2 items on the above list (Adapters and Tubing) and have not received the last 2 items. I have sent several emails as well as called Hot Tub Warehouse leaving voice mail messages as no one answers their phone at either number. (Current Phone is listed as 801-494-5446). My credit card was charged the entire $132.33 amount. I have received many Hot Tub Warehouse email adds however and I can see their website is still very much alive to take additional orders.

They like to charge your card and never deliver the order. Poor communication and why bother.

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.

I ordered an expensive hot tub cover lift to replace my broken one, I received missing one of the parts but due to it arriving on a weekend I installed it and assumed that they could send me the missing part later but when I called they informed me that since I installed it they would assume that the part was there and refused to send me the part, I informed them that I was using a piece from my broken cover lift to make it work until I got the right part, they still refused to send me the part, I didn't want a new cover lift I just wanted the 2' pipe that was missing from the one I received

SCAM!!! DO NOT ORDER FROM HOTTUBWAREHOUSE. They billed me immediately but never shipped me my pump. I've been in contact with this company via email and they keep stated they will email my shipping information when it comes available. It has now been 3 months.

AVOID THIS SELLER!!!!! Seller never mailed my hot tub heater despite saying they delivered it. When you call their phone number, you sit on hold for over 20 minutes every time, they never return calls, they never return emails, they promise a tracking number by end of business day and do not send a tracking number. It's been almost a month and I do not have a tracking number nor the heater as promised in "5-7 business days" as their website promised. Avoid avoid avoid!!!!

They never shipped my package. Keep saying 24 to 48hr when I called. I finally cancelled my order after 2 weeks of waiting.

I purchased on Oct 5th 2019, sent email inquiring status (below) October 9th 2019 because on website say item would ship out (fulfill) in 1 business day. I called Oct 14th 2019 ( 6th business day from purchase) to find out status was told Item hasn’t shipped and it would take a 24-48 hours to get tracking information. I called today and sent email to cancel for full refund. I was told I would get tracking number today by close of business because my item was on the pallet and could not be cancelled. I did not get email with tracking number by close of business today. So clearly my item has not shipped. They also false advertise. item page says will be shipped in 1 business days, and shipping 5-7 shipping days. it has been 7 business days and item hasn't even shipped, and they tell me they cant cancel and refund my money.