If I could give zero stars I would. We ordered a hot tub part on May 9. We received an email confirmation and our credit card was charged the same day. We heard nothing for almost a week. We called on May 15 and they said it would be shipped by the end of the week. The end of the week came with no product and no communication from Hot Tub Warehouse. We called again on May 20 and were told they "were really busy" and would ship it at the end of the week. We asked to speak to a manager and the customer service rep said she was the manager. She couldn't help. Can we speak to the owner? She said no. Can he call us? Her response was no, but we could email him. We said: cancel our order. This level of service is unacceptable to us. There are other options and I recommend going elsewhere. We also found out that the same person owns Sunplay pool contractors. read more

All the reviews below are correct. I ordered head rests in September. I was told December 31st that they were out. I completely forgot about it! I placed the order again, its day 10, and they still haven't shipped. This place ant be a legit business. I only went here Bc it's the only place I can find the head rests. read more

Ordered a new pump for my2 year old hot tub because they had the best price. Got confirmation that day that order was in.week later still waiting for order to be shipped. Called multiple times. Finally got to a live person after 5 tries. Was told they order was being prepared to ship. W.t.f.... cancelled order and bought from amazon. 2 day shipping and it's already on the way. Beware of this place read more

This place is a scam! 35 days and I still have the piece I ordered! They said they moved warehouses? No one answers the phone. Horrible experience read more

What a joke, I ordered $35 worth of spa chemicals to get the free shipping. All the items were "in stock" and yet after 4 days the order still says "not fulfilled". I mean a day or two i can understand but 4 days to fulfill one order with only three items, two of which were identical! I'm not talking about shipping, just fulfilling! Anyhow, I spent a few minutes on the phone with their "customer service" which means I called the 800 number and sat on hold, never actually speaking with anyone for almost 7 minutes. Then, the live chat is unattended at all hours, never a representative on the chat. They don't return emails, just absolutely a scam. The reviews on Google must be paid or fake from a third party aggregate. Once I googled the store I see the yelp reviewers have all had a similar experience. Thankfully I called Chase credit card services and they rescinded the charges. Its too bad scumbags like this can legally operate a e-commerce store. And google should do a better job of monitoring its reviews. DON'T BUY FROM HOT TUB WAREHOUSE! read more

Do not order from this company. They are non-responsive to emails and good luck speaking to anyone on the phone. They will take your order and charge your credit card and then not ship and claim everything is backordered. read more

STAY AWAY!! If I could give a negative number of stars I would! I ordered 2 weeks ago, immediately got a confirmation of my order and my bank was charged that day. Have yet to receive a shipping confirmation. I've called 9 times over 3 days, and emailed 3 times. It is impossible to get a response from email and have yet to talk to anyone by phone, as you are left on hold and then sent to voice mail. I will be contacting my bank to have the charges reversed since I cannot even get a human on the phone to find out why my order hasn't shipped. Was also charged almost $8 for 5 to 7 day shipping. WORST CUSTOMER SERVICE EVER.... read more

This is the worst company ever! When you call after almost 30 days to check to see if your order is getting shipped they yell and hang up on you. I would buy from anyone but them. read more

I needed a pump and they indicated shipping received in 5-7 days and in stock when I ordered. I've been attempting to contact them for days via email and now by phone with no response. No shipping confirmation and now I want to cancel my order so I can order a pump from a reputable company and get it installed with our break in the winter wearth and their cancellation portal is shut down presmably because of all the people attempting to cancel their unfullfilled orders! I now see all of the reviews with people waiting weeks or more for their orders. Now I'm going to have to initiate a credit card dispute. Never again with these Bozo's. read more

Worst on-line experience of my life....I ordered a replacement pump from these jokers on November 26th and still have not seen any part from these people....Gave them a call to inquire about the extremely slow service and you will be treated to a snotty nosed representative that basically hung up on me before I finished talking. They sure took my money but won't produce any parts - all I got was a bunch of noise about how backed up their warehouse is and nobody to expedite on your behalf. Forget about the promise to ship out in 5-7 business days - it might as well be 5-7 years....I will never go back to these people for anything they sell and I would recommend to anybody not to do the same thing I did - trust this business to honor their word!!! read more

I ordered a pump for my hot tub and some filters, etc on October 10, 2019 and charged for everything. The pump has not arrived. I emailed but got no response. I have called 9 times. Generally several times in a day as I would get cut off. I'm repeatedly being told the pump is "in stock" but they are having trouble shipping from their Georgia warehouse. I asked for a phone number for the warehouse and was told they don't have one. No. I'm not making that up. I asked to speak to the manager and was told she was at lunch but would call me back. You guessed it. No return call. November 28th - still no pump. Requesting refund next. Stay tuned. BBB gives them an F rating. They have 19 complaints and 12 have not been responded to. read more

Paid and did not receive any part. I was told it would ship in 24 to 48 hrs each time I called after waiting 8 days. It has been 2 weeks and I was told again that it would ship with in 72 hrs.(It took me two days and multiple times calling to get ahold of them) I would not recommend this company's. They could at least called or sent me an email saying it has been delayed. read more

Very consistent with other reviews. Their website states 5-7 days. Called after 7 and they said another 2 weeks. Customer service manager had no concerns about losing business. No good. read more

BEWARE, BUY FROM SOME WHERE ELSE. DO NOT BUY FROM THIS COMPANY. I ordered a spa kit 7 business days ago. The webpage of my item says ships in 1 business day, and 5-7 days shipping. I called to day to cancel order. they told me they couldn't cancel because it went out last night they he cant pull it off the pallet. I said I had not received the email with tracking information, and he said I should receive it today. reading all other reviews this seem to be how this company operates. Worst company ever. DO NOT BUY FROM THEM. read more

Do not use this company. Said my part was in stock, but a week later they said they did not yet have time to pull it off the shelf. Waited another week and they said it was being shipped, but that was a lie to buy more time. I cancelled and somehow they discovered it was not being shipped. Scam company. They will rip you off. read more

They say next day shipping but my item didn't ship after 5 days. I emailed, and submitted requested via their web site, but never received a reply. I finally called them and they said it shipped the day before. The next day I received an email saying the item shipped today. Liars and very poor communicators. I will never do business with them again. read more

DO NOT ORDER FROM THIS COMPANY! I unfortunately did and spent $290 with them and most likely will never receive my product. As soon as I ordered I got an email advising that "due to COVID" they're basically not able to process any order and it could last into July/August and will not cancel/refund your order. They have turned off their phones so you can not speak with anyone at the business. No one would respond to my emails either so once I finally advised them that I'm willing to get legal representation involved, I received an email saying that my product has shipped. I waited and waited and still never received anything. I contacted Fedex who advised that the labels had been created by Hot Tub Warehouse but no product was ever shipped. In the near future I will be filing a complaint with the Federal Trade Commission, filing a dispute with my bank in an effort to reverse the charge and look at getting and getting an attorney involved. I hope this saves at least someone from going through this nightmare. read more

I ordered a part from hot tub warehouse because they said in stock and I would receive in 5-7 days. That was on Jan 24 2019. Today is February 6th and after several emails my order still hasn't even shipped. read more

Ordered a hot tub pump on the 4th, called on the 12th wondering when they will ship it.. "oh, we will ship it tomorrow." Called today (19th) still hasn't left the warehouse. Cancelled order. Hopefully they actually give me a refund. read more

Perhaps one of my worst shopping experiences. They have a link to a chat function on their web page that is not active, they do not answer their phone, they do not respond to voicemail or email. I found that they do message on Facebook, but they stalled for 24 hours before canceling a week old order for which they had no information as to its location. This sort of customer disservice starts at the top of the organization. read more

Don't believe the product pages that claim parts ship next day.....try they ship via the slow boat from China. How any place takes this long to ship in the age of Amazon Prime and is still in business, is beyond me. Look elsewhere if you can. read more

Ordered a heater from them on April 27 and had to cancel my order on May 2nd, and it still had not been shipped. They shamelessly canceled without offering anything, ruining my Derby weekend with their incompetence. read more

Well if you want old dried up caulking that expired years before or don't want your order at all then by all means this is the place to go. Pony Express delivery or Slow Boat from China is fast compare to this place. Got half the order in 5 days but the tube of caulking was so old I could only get about 2 oz out of the 8 oz. tube. Still waiting 3 weeks later for the rest of the order. SCAMMERS in UTAH is what the name should be. read more

It seems I should have looked at Yelp. Ordered a simple part that was also 'in stock' and the website stated it would ship in 3-5 days... but it didn't. So I emailed and a day later they said it would ship early next week... but it did not. After a second email they waited another day and then said there was a stock error and were out. Same story as everyone else here... I guess they're living off the interest earned while holding our money read more

They advertised a pump in stock and I ordered it. 3 days later they told me it was on back order and would take 3 weeks. Then why do they still advertise in stock on there website. They told me it was to much trouble to change the website. Instead the want to inconvenience the customer. Terrible customer service. read more

I wish I had seen the other reviews here before ordering. My spa heater was shipped 12 days after my order date (despite the site/item page saying "Ships within 1 business day") and now I have to wait another week for the shipment to arrive since they didn't try to fix it by shipping higher priority. WILL NOT BE BUYING FROM THEM AGAIN. read more

This business is a joke. Terrible customer service. Communication is non existent. Nobody answers the phone, chat line is never on. I finally got some email feed back after telling them I was going to turn this over to AmEx. They charged my credit card 2 hours after my order when they clearly state that they will only do that when the product ships. Its now been a week and they say it shipped today but there is no tracking number. I get emails from someone that doesn't give their name or title or a phone number so I can talk to them about my order. I think there is no "warehouse" and this is all done on the internet by a broker. Do not use these people, you will not be happy! read more

DO NOT WASTE YOUR TIME OR MONEY WITH THIS COMPANY. I ordered 2 items and they only shipped one, yet I had to inquire about the missing item since they sent me a notification that it was completely delivered. They said they would send me an email notification when the missing item would ship. A week later I still had not received and e-mail, therefore again contacted them for a refund and was refunded a partial amount, less the shipping fee since this put my order less than $35. They did not contact me about this prior to the refund. I then requested either the shipping charge be refunded as well since they defaulted on the original order agreement or to ship the remaining it ASAP and they said they would ship and charge me again for the item. Even if you pay a bit more elsewhere, it is definitely worth it to avoid having to wait almost a month for your items, pay more than you were told and have to deal with their inept customer service. read more

stay away, what a scam. ordered a spa pump they took my money immediately but never sent an order confirmation. have been trying to reach them for 2 weeks . nobody answers the phone nobody returns the calls and nobody answers emails. if i ran my business this way i wouldn't be in business read more

I finally had thought I had found an honest spa buisness. I believe the owner to be but he has guys working in the store who are less than honest so be careful. What happened to me today was I called and asked if they had a recirculating pump with a large Inlet to match the large Inlet on the recirculating pump I needed to replace because I had bought a pump with a small Inlet they said that wouldn't work so I drove up to the store because they had the right size. So he brought up the same pump I had just purchased online and wanted to charge me an extra $150 for the same thing but failed to tell me all I needed was a adapter kit which was a 3-inch piece of plastic tubing which I just bought at Home Depot for $2.70 I apologized for him having to go and get the pump from their store room I told him hey I don't mean to be a jerk and he responded with well You Are and felt that I should have to buy the adapter kit for $21.95 because it wasn't fair that he showed me what I only needed and I was going to go get someplace cheaper instead of just being honest with me when I called the first time to say that there is no large Inlet recirculating pump anyway I'm sure this doesn't reflect the entire company like I said I had a good experience with them once but I will never go back because I don't know who's being honest and who isn't read more

I ordered new Taylor reagents which arrived in early December 2018 so that I would have them for the season starting May 2019 and ending October 2019. I received some reagents with an expiration date in 2020 but others expired anywhere from May 2019 to September 2019. When I contacted the company to ask that they replace the Reagents with expiration dates less than a year away so they would be useable for our entire pool season, I was informed that the "reagents should be good and that is the standard expiration date on all of them." After numerous discussions and misstated claims (including that the "expiration date" on the bottles was in fact the "manufacturing date"...a date in the future), they agreed to issue a credit for the reagents but insisted they would deduct a shipping fee for the return. My first clue not to deal with this company should have been their failure to send me the coupon for my first order for signing up which I never received. I will be using a different vendor going forward. read more

On Thursday, March 16th, I ordered a 2" Diam. 45 degree PVC elbow from Hot Tub Warehouse for which I paid over $25.00 for overnight shipment. 5 minutes after placing the order online, I realized that I needed 2 elbows rather than 1. I checked online at their web address to amend my order for a second elbow. There was no way to do so online, so I called customer service on the phone in order to add one more elbow to my order. Bear in mind that the call took place less than ten monutes after placing my initial order online. The customer service agent told me that she was unable to either amend or cancel the order even though it had been neither packaged or shipped yet. I informed her that she should block shipment of the item because I was going to stop payment through my credit card. On Monday March 20th I received my "overnight" shipment of the elbow that I had to stop payment for and return to sender. Please do yourself a favor and shop with another vendor when you need PVC tubing and accessories, as life is just too short to have to deal with such bullshit as this. read more