Wave Spas  Reviews 

The spa was ok but cover was defective and would flood with water. When I told them about the issue they offered me premium cover instead of retuning it, but did say it was on backorder. Now 4 months later they deny offering that to me even though I have all the emails promising this to me. Horrible customer service and long delays with email only communication. Stay away from this brand.

Had my Garda hot tub set up for 1 week, had issues resetting the filter back to 100% and also had issues with it heating up, went onto the chat robot and they put me through to an apparent agent which my phone was left open for nearly 3 hours and not one response, have sent an email over 1 week ago and still no reply, spending £1300 is a lot of money when your not getting a response, not happy with the customer service one bit

I am writing this to warn other consumers. I purchased a Wave Spa last July, and within less than 6 months, the heater failed due to dangerous overheating. It was sent back and "repaired" in November. Now, the exact same thermal runaway defect has happened again.

My manual thermometer confirms the water is physically hitting a dangerous 41°C.According to the UK Consumer Rights Act 2015, I am legally entitled to a replacement or refund since their previous repair attempt failed. Wave Spas has openly admitted in writing that they have zero replacement heaters in stock, yet they are unlawfully refusing to issue a refund. Instead, they are trying to force me into a second repair for a dangerous, recurring manufacturing defect. To make matters worse, they originally supplied a bent hose that restricts water flow—a restriction they now claim causes this exact overheating failure!

Their customer service is hiding behind automated emails and refuses to offer phone support. I have now been forced to escalate this directly to my payment provider as a formal legal dispute for breach of contract and supplying unsafe goods.

Do not buy from this company. Their 2-year guarantee is completely meaningless when a product actually fails.

Spa itself is nice but god forbid you have an issue and need customer service or to have a broken item needing repaired/replaced under its warranty, my spa was purchased in December the heater/filter unit became faulty and over heating over a month ago and it’s still sitting here waiting to be collected takes days for emails to be responded to no contact numbers, inefficient system for dealing with returns , took them two weeks to send me a cardboard box to pack my item only to realise it needs to be collected by wave courier they have not responded to emails for me to get it collected, it’s now over five weeks since I first reacted out, my kids are on summers holidays and we can’t use our £1200 spa system our first summer with it because it’s already faulty and customer service is incompetent, would not recommend based on poor after care service

AVOID AVOID AVOID

Absolutely appalling customer service.

This has been one of the most frustrating online purchases I've ever made.

I pre-ordered a Camo Wave Navigator 3.0 and specifically selected the 3 x 0% Affirm payment option because that's how I'd budgeted for the purchase. Instead, Wave took the full amount directly from my bank account without any warning or opportunity for me to approve that change.

I then spent over a week chasing Wave for an explanation. Three emails. Nothing but automated replies promising responses within 48–72 hours. Those deadlines came and went without anyone bothering to contact me.

When I finally did get a reply, they completely ignored the payment issue and simply told me the Camo kayak I'd ordered wasn't even available, offering me a blue one instead. That's not what I ordered.

Wave then sent me to Affirm, where I wasted around 40 minutes on the phone being told my application was "processing", then "declined", then "processing" again. Nobody could give me a straight answer.

So here I am:

Charged differently to the payment option I selected.
Ignored for over a week.
Passed between two companies.
Told the kayak I actually ordered isn't available.
Still with no proper explanation.

To date, Wave has still failed to answer the basic questions:

Why was I charged the full amount instead of the payment option I selected?
Why wasn't I informed before the full payment was taken?
Why was I not given the choice to proceed or cancel?
Why did it take over a week to receive anything other than automated responses?

I've now started a chargeback through my bank because I've completely lost confidence in this company.

Mistakes happen. What isn't acceptable is taking someone's money, ignoring repeated attempts to resolve the issue, passing the blame elsewhere, and then expecting the customer to accept a completely different product.

If this is how Wave treats customers before they've even received their kayak, I'd hate to think what happens if you ever have a warranty claim.

Sophie was very helpful in resolving my issue with a foam-sided spa. Very clear and concise communication and my problem has been resolved.

Faulty product and poor customer service.
We have had the same heating component issue now occur twice.
The replacement heater is showing the same HL error back within two weeks after being replaced with allegedly a new unit.
We are also still waiting on a promised refund from when the first heater stopped working.

As background, we purchased an Atlantic hot tub in mid-July 2025 and within the first year developed an HL heating error — the heater wouldn't switch off. What followed was weeks of back-and-forth: photos submitted, videos watched, and ultimately the heater unit sent back to Wave Spas for replacement.

The replacement unit was returned and worked for less than two weeks before the exact same HL error appeared again. Same fault, same code, same problem.

Customer Service are not responding to emails.

To add to the frustration, Wave Spas offered a 15% goodwill refund during this process. That refund has not materialised.

Throughout this I asked Wave Spas to consider a full spa replacement — a clean swap, me returning the faulty unit in the same box the new one arrived in. This would have been simpler and quicker for both sides. That was declined.

The Trustpilot reviews make clear that heater faults are not isolated incidents. I can also see that other customers in similar situations have been sent a replacement spa. I am still waiting for that same resolution — or indeed for the refund that was already promised.

Their website promises "hot tubs without the hassle." In my experience, it has been the opposite. I would avoid purchasing any products from this company.

I am extremely dis appointed. I paid over £1000 for a wave spa. Within 3 months the heater stopped working. We tried all the fixes and advice given by wave but the heater still did not work. I feel like Wave are now ignoring us. We have missed a month of Summer when we could have been enjoying the hot tub. Come on Wave get your act together. I can see quite a few reviews with heater problems.

Elizabeth was fantastic having had not much luck with other correspondence over head/drinks rests and light that were not compatible to the spa and needed sending back. I even had a telling off from one saying.....Kindly refrain from sending multiple emails over as it delays our response to you and pushes you to the back of the queue! Well done Elizabeth.

I originally purchased the Garda 6-Person hot tub in 2024, after a couple of months, heater unit failue! I had the unit repaired from wave, unfortunately the unit failed again and again. Every time back to there work shop for repair! After five different attempts to fix the unit, I finally had a email from David head of customer service, David promised me the unit would be fixed properly and that I would only deal directly with him!! I returned the heater unit to be fixed, on its return from the workshop I put the heater unit back into the hot tub, when everything was ready I turned it on! Only for the unit to leak water were the electricity supply is coming into the unit, serious failure! After consistently sending emails!!! David sent me a full replacement hot tub, The Heater unit that he sent out was clearly not brand new!! I sent it back, David sent another Heater unit out, again I could see it was not brand new! David promised it was the latest tech there would be no further issues if there was he would give me a full refund of the original purchase price I paid! I took his word on this! Set the hot tub up, again after minimum use heater failure!!! I have always used new filters kept the water clean!!.I have sent Emails and video evidence and have had absolutely no response!! I have all the emails and video evidence from 2024 to date! Absolutely disgusting service! False promises! I will be taking this matter further!

Item was fine for first 7 months then broke. Fixed once and returned then broke again. Promised a refund in emails, still not received 3 weeks later. Appalling service, poor product and I’m now £1000 out of pocket. AVOID!!!

I ordered a Garda 4 hot tub in June. Had to pre-order which is absolutely fine, although I got no updates on my order until the day before delivery - it finally arrived Mid-July and the wrong parts were sent. I've emailed (numerous times!) their customer support team (and marketing team and the SUP team) and got 1 reply 5 days later, which was actually helpful saying they'd send the right parts out with next day delivery (even though v. late) and then I replied instantly and again, no responses from them 4 days later. I still have no idea what is going on, there is no phone number and the responses by email are unacceptably slow. I will be going via my credit card company for a full refund by the end of the week if I have not heard back from them. Based on this experience I would not buy from this company until they can sort out their customer service.

I would leave zero if I could, how can a company have no actual contact number ?? It’s all by email which takes days if not weeks. I placed an order months ago and was confirmed a delivery date. That never happened, it then took almost a week to speak to someone over what was happening. To be then told it would be at least another month!! I requested a refund but still waiting? It’s a lot of money to be waiting on and have no real way of contacting them.

product and the customer service.

My Wave Spa was delivered on 30 June and within just a couple of weeks the heating system became unreliable. From early on I experienced problems with the heater not working properly. I followed all of the troubleshooting advice provided, including changing the filters and trying the suggested workaround, but the issue has continued and the spa is now unable to heat properly.

What has been even more frustrating is the lack of customer service. I have contacted Wave Spas Direct multiple times by email and also attempted to contact them through their online chat, but I have received no response. There is no telephone number available, leaving me with no way to speak to anyone about resolving the issue.

I exercised my right to reject the faulty product within 30 days and am still waiting for a response.

I chose this company expecting good customer service should anything go wrong, but my experience has been the complete opposite. I hope this review encourages the company to respond and improve the way they deal with customers experiencing genuine faults.

Thank you for your response. Unfortunately, despite your statement that you have replied to my latest message, I have not received any such email. I have checked my inbox and spam folder and there is no reply with the troubleshooting steps you refer to.

I have already followed the troubleshooting advice previously provided, including changing the filters and the recommended heating workaround, but the fault remains.

My Wave Spa is only 21 days old and I have already informed you that I am exercising my right to reject it under the Consumer Rights Act 2015. I am requesting a refund rather than further troubleshooting. Please respond directly to my emails and address my refund request.

Like everyone else, paid excess of £800 for a glorified paddling pool.

Worked for just under 2 weeks then the heater packed in, sent the heater back but had no response that it was reveived other than DPD letting me know the delivered it.

T&C's says if the heater breaks withing 30 days of purchase they will replace with a new heater so I don't know why it takes so long to send a replacement unless they don't have any but let us know at least.

Tried getting in contact multiple times but the customer service is poor, no phone number just another AI bot that does nothing, quick on the emails when I needed help originally but now I'm being ghosted (ignored).

Currently would not recommend this company at all and I'll give it a few more days then I'll begin action with trading standards.

As I write this I am still being ignored by Wave. I bought a six person inflatable tub in April and my heater has failed with the thermostat not reading the right temperature. At first they were replying and sent me a box to return the heater unit for repair under warranty. But yet still they have not got back to me. I have sent numerous messages and emails and been in touch on their online chat. I’m still paying for the tub as I was paying it up and only got it in April. I’m so Angry and wave have been terrible at helping me out to fix the issue. I want a refund but that is proving difficult aswell. I should’ve just bought another lazy spa like I had before. Terrible company and poor quality products.

We had complications with our delivery with DPD who lost some of our order in transit, which was stressful. Once we got in contact with wave they was very helpful and sent out the missing part of delivery straight away. Once we receive all parts of our spa and built it, we was extremely pleased with the quality. Highly recommended

Terrible customer service bought brand new from the Range 8 weeks ago broken from day one and still trying to resolve the problem, no response from the company and the Range state return to the company

We needed to replace our 4 year old spa, and modernised with the Wave Tahoe (6p) with insulation kit and chemical starter pack. Fairly simple for one person to put together with a little assistance, then up and running quickly. The accessories have been excellent. Order process very smooth.

Purchased our spa April, and experienced heater problems with a few weeks. Contacted support and initially received a quick response. It was agreed to return the heater and a box provided. Since then nothing. You have no option than to contact support again which just raises another ticket. We feel that we have no option other than going back to our supplier and requesting a full refund. We have now received a response regards the spa, and arrangements have been made to pick up the heater