Bought 2 tubs from these people,1st experience was good, 2nd one not so good. Was told my hot tub would be in in about a month, took two months, no return phone calls, one rude phone person that has no customer service training and after I gave them 25 percent down 5 weeks later they demanded full payment before having tub finished built. Won't be back and won't recommend tho the product is decent read more

Eighteen month wait to repair cancer patient's broken hot tub with nightmare technical support and customer service - and a still broken hot tub 22 months later My hot tub broke down in March of 2020. I contacted The Hot Tub Store and More to have the repairs done. The initial tech (an older man) recommended a particular set of parts and ordered them. A newer, inexperienced tech then took over for him and said that the older tech was wrong and ordered a different set of parts. After multiple emails and calls (which were frequently ignored and not communicated to the store owner), the new tech finally came back to install new parts on my hot tub. The new tech was wrong about the parts (the older tech was right) but installed them anyway (the hot tub didn't work after they were installed). I was diagnosed with cancer around this same time and begged that the hot tub be fixed so that I could use it to recuperate after my surgery and was promised this would happen; it did not. Fast forward to August and September of 2021 (17 and 18 months later, during which my hot tub had gotten progressively more and more dilapidated as a result of the incorrect repairs and diagnoses). Completely exasperated, I called and ended up speaking to the owner for the first time and advised him what had happened. I said that I was tired of being ignored and would go to court. The technician finally came to repair my hot tub and it started to work mostly, but one of the pumps was still not working. I expressed my gratitude to the owner that the situation had finally been addressed and went out of town. When I returned a little over a month later, the hot tub was broken...again. Ostensibly, a seal was not done properly during the repair and it broke. I called The Hot Tub Store and More to request assistance, and I was advised me that they would not fix the hot tub because I had said that I would be taking them to court. I waited 18 months, spent $2,263.05, and ended up in the exact same situation as March of 2020...with a broken hot tub, but now in even worse condition and shape. I offered three potential solutions to the owner to make things right and he ignored all of them. I asked that the hot tub be fixed fully or for them to come recover their parts and refund my money or that I would buy a new hot tub from them less the money that I had already paid. He ignored these suggestions and we went to court. During court, an employee committed perjury and stated that I had been contacted once the correct parts arrived and that they were waiting on my approval to begin work (that never happened). Rather than settle this dispute reasonably and amicably, they brought an attorney to court, failed to accept responsibility for any of the poor service (both customer service and technical service) that they had provided, and stated that there was no warranty on parts and labor (even though the store manager had stated verbally that the parts were under warranty in a previous conversation). I depended on this business to repair my hot tub and was clear and transparent in all my communications and pleas for them to finish their work, and yet I still have a broken hot tub, endured nearly two years of stress and a morning of berating by their attorney, and am out over $2000. So...this is their business model: procrastinate, deny accountability (even if their repairs do not even last a full five weeks), and refuse to make things right. When a cancer patient in dire need reached out to them and depended on them for professional work, they put him off for eighteen months, did substandard work, and pocketed the cash rather than acknowledge a failure to act proactively/communicate responsively and the inexperienced tech's inability to perform repairs properly. I do NOT recommend doing business with this place. read more

We recently purchased a Hydropool hot tub from The Hot Tub Store and More in Maggie Valley NC. Kelly and Maggie are a delight to work with and showed us the various models available and clearly described the different options available. After we spent some days deliberating, we ordered our hot tub with a stipulation that it be delivered after our landscaping project was finished. Our hot tub was delivered from the factory to The Hot Tub Store ahead of schedule but they kept it in their showroom until we were ready for it. When our landscaping was completed, it was delivered promptly and on schedule. Travis and his team were fantastic delivering the tub without disturbing the new landscaping. Then Chris arrived later that day to hook up the electrical connections and start the hot tub. He provided an in-depth tutorial on hot tub maintenance (which I video recorded with my cell phone) to get us started enjoying our new hot tub. Many thanks to The Hot Tub Store and More team, we are really enjoying life here in WNC. read more

The Hot Tub Store - Hot Tub & Pool Near Me - Waynesville, North Carolina

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What an amazing experience! We LOVE our tub with all its amenities! Travis and his Team are simply the finest! We feel so blessed to have connected with them ! Sales, Delivery, Set Up... total professional perfection! If owning a hot tub is in your future LOOK no further! You will be ever so happy! read more

What a great experience I had working with Kelly and Travis at the Hot Tub Store in Maggie Valley!! They are two of the most genuine and friendly people you'll ever meet. I honestly believe they had my best interest at heart during the entire process. I never felt pressured and their communication is top notch. Travis actually came out to our place to make sure we could do what what we wanted to. I really appreciated the personal service and feel he gave me a great deal. When the hot tub was delivered it came with two of the friendliest guys ever! This was in the middle of the Corona virus scare but these guys had nothing but big smiles on their faces. They were respectful, thorough, personable and got the job done in short order. Greg, the electrician that they recommended, also deserves a high five. He's a very nice young man who did an excellent job. I highly recommend the Hot Tub Store to everyone! Do yourself a favor and stop here first. ;) read more

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Excellent customer service! Bought a fantastic hot tub a few years ago amd I'm very happy with it! My lid got chewed up by my dog amd they replaced it for a very reasonable cost and even delivered the new lid free to my house that day! Now THAT is excellent customer service!! read more

I was shopping for a hot tub and had been told this was the place to go. My husband and I went looking and found Kelly to be not only helpful and professional but sweet and not at all pushy. Two years later when my husband started to have pain after a neck surgery we came back to the store. I was delighted to see Kelly still worked there and she really hooked us up with an awesome hot tub and a great price. Very happy and highly recommend read more

Bad experience with this store & Kelly all around as they had none to very little communication on what was going on with our hot tube delivery. We were told it was going to be delivered before Christmas of 2023 and promised 100% it would be there, then they made an excuse their "boom truck guy" was not available to deliver it and instead of making arrangements to make the customer happy and find someone else, they ignored us, even hung up on us once when we tried to find out what was going on, then it was finally delivered the end of January. On top of that, because we didn't have the correct connection for the hot tube that we thought we had, they charged us $115/an hour to come out and plug it in and place the water in it. You would think after paying all that money for the hot tube and receiving all that aggravation throughout the process, a company would go out of the way and say no charge for that last trip. Guess they don't care too much about customer service. Stay away from this company! read more

Great experience from start to finish. Kelly helped us select the perfect tub. Hot tub was delivered much sooner than promised. Travis, the owner, delivered the tub and had it set up and working very quickly. Two happy campers here and would highly recommend the Hot Tub Store! read more

5 stars: BEST HOT TUB STORE EVER!! I am now in the process of buying my second hot tub from Travis with his excellent team and superior service! When I first bought from Travis, I had done research of stores and warranties around the region. The Hot Tub Store in Waynesville offered the best warranties, plus Travis personally sold me a tub that was the best deal by far over all other stores in the area. When he said, "Come on down and I'll offer you the best deal!," I said, "Yeah, right." But he actually did and made this big financial decision an easy one. My first tub had a couple of routine maintenance issues, and the service staff communicated with me about appointment times and took care of my service needs under warranty and at no charge. One expects occasional maintenance issues and trusts a warranty delivers what it promises. When Travis had told me he provided the best warranty and service, he was telling the truth! I'm now ready to buy a second hot tub, so I asked Travis if he can continue to perform on such a high sales and service level. He has once again offered me the best deal in the region, so I am buying from him again with the knowledge that his outstanding sales will continue to be matched by the best customer service and technical repairs I've ever experienced with a warranty item. When you make a large consumer purchase, you want to trust sales and service people to be truthful and responsible. I cannot recommend more highly The Hot Tub Store! read more

Would highly recommend this business. The staff is very knowledgeable about their products, competitive on price and deliver on time. Travis and his team worked with us to create a landscape to produce the perfect outdoor spa experience. They go over and beyond just selling hot tubs. read more

Worst customer service. Bought my 3rd hot tub from them. It was a lemon with many service calls. While still under warranted, it broke again 2 days after the last service call. Since that time, o have made a dozen calls or more over a year and a half for them to fix it or take it back and give me my money back. Not one call was returned. I literally got to use this hot tub twice, and it cost thousands of dollars. My next call will be to my lawyers. Buyer beware. read more

I am afraid we wanted to be a return customer of the store, yet the experience with their repair team was bad enough to make us not return. We had to reschedule twice, and received a quick two minute review by the technician. Costs were not discussed with us prior to call, even though we had several email and phone conversations (and although we expected a service call cost, we also felt the amount charged was quite high). We like to support local business, but will not return I am sad to say. read more

These guys went above and beyond. We bought a house that had a hot tub on the deck. They were there on time, repaired 3 leaks, and gave us a tutorial on how to maintain the tub. Great guys! read more

WARNING !!!! If I could give 0 stars I would. I own multiple rental properties so I've bought lots of these in the past but this experience was by far the worst. I was promised a hot tub on sept 15th that still has not arrived (oct 5th) I made it very clear at the time of purchase that I had to have it for guests I had checking in on Oct 1 and I was assured I would have it because it was already ordered and on its way. Well the 15th came and went and no hot tub arrived. I was forced to find another one in Asheville (which was much cheaper btw) and was able to get it delivered within 2 days. I requested a refund from the hot tub store because they were unable to deliver when they promised and they refused a full refund, they charged me a 25% restocking fee (over $2000) even though the tub I ordered was not a custom order. On top of that they completely ignored my phone calls and refused to let me speak with the owner of the company. These folks are ruthless and In my opinion are not the company to go with should you need a hot tub. read more

Was a wonderful, service-oriented business under former owners. The current owners' business practices leave a lot to be desired. Not open when posted hours say they should be, out of inventory of routine supplies and completely unresponsive to an emergency request. Had a pump going bad on a spa in the middle of winter and sub-freezing temps. I called their posted business phone number during regular hours only to get what appeared to be a fax tone after several rings. Tried again several times and checked the number to make sure I was entering the correct number. Now in a panic state, I submitted a service request via the contact us e-mail/notification option listed on their website, including my phone number. Never heard back, even as of today which has now been over 2 weeks. After giving up on them, I contacted a different Marquis Spa (our brand) dealer and was told The Hot Tub Store had a "falling out" with Marquis and had lost its dealership for their spas. Not surprising! Even though they no longer carried my spa brand, they could have a least contacted me and told me so. I had been buying supplies from them for the sole reason of supporting their business in the event I ever needed service, they would be there for me. Almost everything I bought from them was available for much less online or at big-box retailers but we still patronized their business to support it. I cannot vouch for their service related to new spa sales and installation as our spa came used with our house but given the poor quality of the other aspects of their business, I WILL NEVER DO BUSINESS WITH THEM AGAIN! read more