Bestway E-commerce Italia Reviews 190

I bought a Lay-Z spa. After 2 years it was losing water. After inspection it was the heating element of the pump. The aluminium housing was corroded so bad that there were several holes near the gasket. It wasn’t repairable so I contacted Bestway customer services. All they said it isn’t in the warranty anymore. I my opinion the aluminum shouldn’t corroded this much in 2 years, especially because it’s only in use for like 3 months a year. But no problem, what my biggest issue is that they don’t come with an alternative like here is the part number and here you can order one. Just because of a damaged heating element I mus buy a complete pump now for the price of almost a complete new set.

Very very bad customer service!
Their own people have no idea what they are doing. Simply not replying and after 4
Months hassling purchased a different brand of pump. Now need to return the parts purchased with Bestway and simply being ignored by their customer service!!

If you reply, I need to return the purchases made as the pump still wouldn’t function correctly! Guess you should check the mailinterchange a lot better rather than replying in a useless manner ☺️

Purchased a pool tent direct from Bestway. This could have easily turned in to a danger to life situation!! This tent is not safe for purpose at all.
I erected the tent yesterday and everything was fine. Today, there was a slight wind and a short rain shower, and the tent has collapsed from the roof inwards.
Had there been anyone in the pool at the time, they would have been trapped in the water!!! VERY DANGEROUS!
I have now been on hold to "customer services" for 40 mins, when waiting times are supposed to be up to 15 minutes.
Sort this out Bestway, before I need to contact the HSE!!!
UPDATE.......

Bestway have now contacted me, were very helpful and concerned. They have told me that they are issuing a full refund. Upon dismantling the tent, I found one of the poles had split catastrophically, which had caused the tent to collapse in to the pool.

Bought a pool directly from Bestway as they had free express next day delivery with the purchase. Whilst the pool was slightly more expensive than elsewhere the next day delivery clinched it. Sadly it hasn't arrived next day, and the following day still states that the order hasn't yet been dispatched. Have attempted to get hold of them through a variety of means, but to no avail. Have been on hold for over an hour in a single call attempting to speak to someone directly. Very poor service. Disappointed and misled.

Really bad customer service! Got a pump with a too short connection. After 2 months and lots of documentaion, still no replacement.

So I bought bought the 12ft bestway steel pro max, thinking this pool had a steel frame (as its in the name, and advertised on the box as having a steel frame).

I put it all together and started filling the pool (didnt even realise that it wasnt steel until later in the day) because I was stressed and rushing to put it up.

Anyhow later in the day my 12 year old autistic son was eager to get in there even though it was under a quarter full, he put some weight on the frame and bent it on day 1 🤦‍♂️😔. After this ive had a good look at the frame and realised it bloody plastic 😡😡.

If i had known this from the beginning I would never had bought it.

Will definitely be sticking with intex from now on, as their pools are actually a metal frame, a lot stronger and better quality.

Avoid bestway framed pools guys, they are rubbish

If you follow all the procedures with honesty, then the warranty will be honored.

I think, over the years, many customers have attempted bogus claims and are trying to get replacements for their spa.

I accept that the request for videos are somewhat confusing and ambiguous, however, I claimed on a Monday and by Thursday morning, my claim for a new pump was approved and an email advised me my new pump had been despatched.

I believe some of the requests for photos/videos are to prevent spurious claims.

Just follow the instructions and you will be using your spa again within a few days.

I think those that awarded a low score, simply were unable to take correct photos/videos and upload them.

Thanks

This is the worst company's customer service I have dealt with. A phone call promised so much regarding the liner which somehow leaked water into the walls (which is an issue in the drop-down bar). I will never buy from them again.

Hi my name is Simon Scott we have been waiting for 3 months for a replacement spa , there has been a catalog of faults after about 12 months use 1 the cover degraded and started letting water through when it rained staining inner spa 2 the top cover fasten straps degraded and broke 3 The pumping unit started to leak. After many , many email and photos we still have had no replacement spa as promised by Bestway customer care.

I didn't buy my spa through best way but it was originally purchased through them.
Customer support is hopeless and if anything goes wrong with these spas, no one fixes them.
Would never, ever buy one

Bestway spas and their non existent support are terrible. Do not buy.

Company is a joke to try and get warranty help will not buy or recommend again

We purchased the Bestway H20GO! Wild Tide Mega Water Park for about $600 in 2022. After just five months of use, several seams on the slide broke apart, making the unit unstable. This caused my daughter to fall from the top into the pool. Thankfully, she wasn't injured.
I contacted the company around ten times between 2022 and 2023, requesting assistance. Despite speaking to friendly customer service representatives, I was given the runaround and never received a callback from management or the CEO as requested.
It is now 2024, and as I consider making another purchase, I want to warn other families about this product. Based on my experience, I do not recommend this company due to the poor product quality and lack of effective customer service.

In 2021 we purchased a Lay-z-Spa / Bestway Maldives Hydrojet Pro. In the beginning of the 2024 summer season - after enjoying the spa for 3 summers - the pump refused to switch on (causing an E02 error). A careful investigation led to the conclusion that the circulation pump and the water sensor were both malfunctioning, which seems to be one of the frequently occurring problems.

I contacted customer service and the disappointing response was that they could not help me because they only provide support during warranty (!!?). They could even not direct me to a site where you could get these spare parts because they didn’t offer them on their website.

It’s very disappointing that a company spends a lot of effort in commercialising their products and only helps customers during the 2-year warranty and doesn’t even provide an easy way to purchase spare parts for frequently occurring problems.

Gr,
Patrick

Our Lazyspa hottub has a faulty motor, they agree it is covered by warranty but after four months and supplying photos and receipt still waiting for a replacement to be sent. They say they cannot refund so warranties are useless.

I made an RMA on a Lay-z Spa that lost air after 6-8 hours, i got one reply! use soap to find the hole... i sent in pictures, that I have tried everything that they asked me to do, but no answer from customer service afterwards... i expected that they would say, "we will sent you a new one" as i dont need the air motor, just the spa... but just got radio silence from BestWay... what the hell, how is this treatting your customers, now that they want to use the spa in the good weather??? you could at least follow up on my enqurie. the sad thing is, that I really, really liked my Lay-Z spa, but after this experince, i will tell all, to stay away, as there are no service, if the damn thing is leaking air. And to make it worse, i can see under my RMA, that they have ended my RMA enquire as solved... I hope someone from Bestway read this, my ID: DK2023A00000242

Lay Z Spa Milan
In april 2020 we bought a Lay z Spa Milan. Now we have a leak on the seam on the ring around the spa. The ring suddenly has a big bump and when we fixed the leak, there appeared a little hole om another spot in the seam.
The bump is a weak spot and we contacted Lay z Spa in the Netherlands. Unfortunately the guarantee is only for two years and we have the spa two years and three months. We spent a lot of money on a spa that doesn’t even last for more than two years. We are very disappointed

Just bought a LAY-Z-SPA Santorini HydroJet Pro with a bunch of accessories.

Came home unpacked and started to follow the manual. When starting the pump I states error E05. The thermometer is not working..

Now we missed the 2 most sunniest days of the year. You can't reach any support on weekends and the response time on mails are at least 2 days and most likely more in summer according to them...

Is this crap?!