Stephen K Roc

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Dissatisfied customer

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I've purchase 2 spa covers from the spa depot over the last 6 years. Both covers lasted about 3 years even though the warranty on most recent cover had a 4-year warranty. I contacted the Spa Depot about claiming the spa cover under my warranty. The conditions for claiming the spa cover under warranty were grueling and no one in their right mind would take the time and expense to claim the cover under warranty. The only thing they didn't ask me for was a urine sample. The spa covers are a good value but don't expect the covers to last more than 3 years. Disregard any kind of warranty claim the Spa Depot offers.
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Pros:
  • Price point
Cons:
  • Warranty

Preferred solution: Refund 25% of what I paid for the cover which would represent the additional year of the warranty.

User's recommendation: Disregard the warranty claim by the Spa Depot.

Edward S Hme

Ordered heater and gaskets and did not get confirmation email or est delivery date

Please return a call as soon as possible Ed Sumney 1 (92*) 819-****. Need confirmation and eta for order placed this evening. Thank you
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Preferred solution: Confirmation my order was accepted online and ETA

Rich p Epi

Customer service is not what it should be

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I placed 2 different orders. First one was ok. Second i called back 10 min after placing order. They told me it shipped. Yet 3 days later did not even have a tracking number. Cause it shows not even shipped. Know i have to wait for wrong part. To send it back for right one. Either way just awful customer service. . Not sure i will use this company in the future for that reason
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Reason of review:
Poor customer service
Anonymous

Spa Cover POS

Spa Depot - Spa Cover POS
Spa Depot - Spa Cover POS - Image 2

Received my spa cover after 7 weeks. Cheap fabric and bad construction.

Ripped fabric on 2 sides , on the underneath where the seam is. Very, very disappointed. Waiting on response as to what they can do. I cannot use the cover since it is already ripped and the cheap fabric will rip more when the cover is moved.

The company charged my credit card upon receiving the order, not when the item was shipped so they have been sitting in my money for 7 weeks while this cover was "produced" , in Mexico.

I am glad I kept my original cover which has lasted 4 years. Their cover will not last one week !

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Reason of review:
Bad quality
Joshua B Nuw

Scam, do not use.

I ordered a heater for my hot tub from this company. A couple months into it the heater quit working.

I returned the heater because it was still in the warranty. And send it to them they advised they received it and it was going to be looked at by the manufacturer and see if it will be replaced under warranty. Two months have gone by and they will not respond to my emails and when I call I'm on hold forever then they just tell me to call back in 72 hours.

If I don't receive my heater soon I will be suing this company not because of the cost but because of the principle of the thing. I would highly recommend against ordering any parts from this company ever.

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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Spa Depot is a middle man of DuraTherm Covers- Terrible

Ordered a spa cover back in October 2017 and just got it this past Friday 12-8-17...took forever to get the standard cover and all they are doing is ordering the cover from DuraTherm and sticking their lousy SpaDepot tag on it...spend the extra money and use Affordable Spa Covers.com next time. They are a better cover and delivered in a fraction of time from these 2 lame companies plus made in America and not Mexico!!

SpaDepot is a ridiculous company...they are not factory direct but instead a middle man who does not stand by a timely delivery or warranty. Read the fine print on their site before ordering a cover or anything...you will be glad you did!!

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Reason of review:
Not as described/ advertised
5 comments
Guest

My experience with SpaDepot has been exactly the opposite. However, I've not ordered a cover from them.

I've found them to be a reliable source of pumps, plumbing, and chemicals.

I had to wait 1 week for a pump once but typically my orders arrive in 5 days or so. Shipping is free with $100 order and very reasonable for orders less than $100.

Guest

Spa Depot does not stand behind its spa covers. They say you have to deal with the manufacturer of the cover. The manufacturer refuses to honor the warranty

Guest

I too have fallen prey to the Spa Depot/Dura Therm scam, bought the next to top of the line cover had it 3 months and the inner liner is sagging into the spa. Contacted Spa Depot, got shoved over to the Dura Therm warranty dept.

after 4 weeks and sending multiple photos they said DENIED claiming the spa was not level (contractor installed pavers with a laser to assure flat surface) called agin to complain of "the verdict" and got this sweet lady who promised to reopen the warranty and contact me,,,, well that was the last I heard from Dura Therm, and I still have a 4 month old saggy cover. STAY AWAY FROM SPA DEPOT.

Guest

Why would you think they manufactured anything? Do you think Home Depot manufactures all of their products? It's a Depot

Guest

I also purchased the Spa Depot / Duratherm covers, They advertise the warrantee, funny. I got the top of the line, even got the fabric, that was a big mistake, Now in the winter of Montana, try to get ice off this thing.

Spa Depot sends me to Dura-Therm, there is no contact for Dura-therm.

So do yourself a favor, stay away from Spa Depot and Dura-Therm covers.

View more comments (4)
Kailynne Lxi

Was told i'm a liar

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my pump went bad that I ordered in 4-17 and amie told me to send in the label off the pump. when they got it they said the date code on the label was from 2015 so they are not going to replace it. Sorry i dont have extra pumps laying around. All they said they could do is sell me one at half price. they said when i get the new pump to take a picture of the label and send it to them so they could tell what year it was made. this will make the fourth pump from them that has failed. maybe i should be looking for a new supplier.
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Loss:
$199
Cons:
  • Treated like a criminal
Reason of review:
Warranty issue

Preferred solution: Full refund

Bertie Lrq

Spa Depot Customer Care Review

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Ordered wrong size spa cover $500., the spa depot told me they would not exchange the cover and it was my problem . What jerks, I even offered to pay shipping..
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Spa cover warranty experience

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I wish I had looked for this site before I bought my cover from SpaDepot. Despite my history of business with them and my purchase of their top of the line cover, I recently discovered how poor the manufacturer of these covers is.

My cover started to retain rain water after a storm, at times filling so much that it was difficult to open one side. After several calls were made, ridiculous questions responded to in writing, and photographs sent showing the problem, there was finally an admission from the manufacturer that this was a known problem resulting from the malfunction of the plastic wrapper that encased the foam cores. I was told that new wrapping material is now being used. When I questioned why there had not been a recall and why I had to replace the cores in lieu of the entire cover being replaced, SpaDepot had no response other than what their manufacturer provided.

The manufacturer also had not recalled the defective product, and even knowing there wa s a problem, took nearly 6 weeks to address the issue. When the old cores were removed, the plastic wrap had completely disintegrated on the outside face, allowing the spa side wrap to hold rain water. The effort to replace the cores, clean out the inside, and get the cover zippers to close, took more than two hours. In addition, I now have to dispose of the old cores, the plastic mess, and the shipping box.

This is NOT customer service and NOT appropriate warranty service.

I would not recommend a spa cover purchase from Spa Depot. Neither their support or their manufacturers service are worth the minor savings.

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Loss:
$250
Cons:
  • Customer service and warranty follow through
Reason of review:
Warranty issue

Preferred solution: New cover as per warranty

1 comment
Guest

My DuraTherm eMax spa cover with "upgraded double wrapped core" lasted less than a year. Mold began to appear.

When I removed the outside cover there was moisture inside the plastic core wrap with mold. DuraTherm said it was my problem for not maintaining the spa. My original cover lasted almost four years without mold. I replaced it because it had become very heavy.

I change spa water every three months and have water tested locally.

Clean it regularly. This is a lightly used spa.

I'll purchase a replacement locally and will never have another DuraTherm product.

Anonymous

Short Review on April&nbs-04:00;04,&nbs-04:00;2017

Scam! Scam!scam! Cashed are check never received a cover..got nothing but lies! These people should be in jail for stealing peoples money!
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Reason of review:
Problem with delivery
Anonymous
map-marker Warwick, New York

Never again from a long time customer !!!!

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I ordered from spa depot for years. I recently went to re order filters for my hot tub but my account was removed due to an upgrade on there website. The customer service guided me to the correct filters. When i received them the threads to screw filters in were a different gauge. The only way they take the return was for me to pay the return postage which was the price of the filter. called up and spoke to a rep who was a bit of a wise ***. Like previous reviews they re good until something goes wrong.
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Loss:
$38
Pros:
  • Product
  • Years of products
Cons:
  • There return policy even on ther own mistake
  • Customer service
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Quamaine Dgs
map-marker Los Angeles, California

Bogus warranty on product.

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Spa depot failed to honor warranty on a $339.51spa heater assembly PURCHASE. Also failed to provide credit on the returned product. Spa depot offer to repair faulty product at my cost. I kept email contact with customer service but they closed email contact account. JUST KEPT THE PRODUCT AND NO CREDIT offer. The return issue lasted from June 29, 2015 til July 29th. Also SPA DEPOT failed to work out an exchange for another spa part. Finally lost hope on getting a single dollar of credit or honoring a warranty.
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Loss:
$339
Cons:
  • Customer service
Reason of review:
Damaged or defective

Preferred solution: Full refund

Anonymous
map-marker Wenatchee, Washington

Spa Depot - Belize E500L Lounger Spa Review from Wenatchee, Washington

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We've had our Belize e500L spa for 9 months now. Replaced a Clearwater spa we had for 25 years.

I would NOT recommend the Belize. It is necessary to clean the filter every few days and change the water every 2 weeks. The controls are not intuitive to use and took a long time to learn. The heating system seems inadequate as I had to set it to Ready so it would be warm enough when we wanted to use it.

This cycles the heater constantly and it is irritating . The "free" chemicals are also complicated to learn how to use. The filter housing is built so *** can build up in the collar; cleaning every little crevice often is important. My Clearwater was so easy, and stayed clean ...

This one has been a real hassle from the start. I bought this from Spa Depot because they've been so good to work with, and I think still are.

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Reason of review:
Bad quality
Anonymous
map-marker Boston, Massachusetts

No refund here

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Always always use Amazon. They are so good about returns and make everything so easy.

These people appear fine IF you don't have an issue. We had an issue with a product, went through all the correct procedures to request a RMA. After spending quite a lot to return the item that didn't match the advertisement, we didn't hear a thing. When we inquired we were told that our claim hadn't been processed, yet.

When we provided the tracking number for the return, we were then told that they tossed our item and no return was due because it was unsalable. We never used the product! It was in perfect condition. So we are out 250 dollars.

This wouldn't happen with Amazon. Never again.

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Loss:
$250
Cons:
  • Customer service
  • Entire company
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Spa depot selling unregistered sodium bromide for Bromine Generators

I noticed that Spa Depot has a product "SPA CHOICE" that they are selling for spas with bromine generators. "SPA CHOICE" may have a registration as an algacide but it does NOT have a registration for spas equiped with bromine generators. The only product that I know of with an EPA registration for use with bromine generators is "BROMICHARGE" This could be dangerous because "SPA CHOICE" has not been approved for this purpose by the EPA. On the other hand "BromiCharge" has passed the EPA Risk Assessment. This is not BS, it is a fact. EPA #862*-**-*****
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Reason of review:
No EPA registration

Preferred solution: Stop selling unregistered SPA CHOICE

Anonymous
map-marker Altoona, Pennsylvania

Leaks and lies

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Have not been able to stop a slow leak in the tub since i got it. They also lied about a drain valve. I have to drain it with a hose. When you try to review any tub on their site, it never shows up. Only good reviews are posted.Every review is a 4 and a half or 5 star review. Regarding this site it is rather odd that I have too enter at least one hundred words. mm mm mm mm mm mm m m m m m m m m m m m m m m m m
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Loss:
$2000
Reason of review:
Bad quality

About

Summary

Spa Depot was founded in 1997 and has since grown to be the largest Internet retailer of hot tubs, spa supplies, and parts (replacement spa covers, filters and water chemistry items) in the world. It maintains the largest inventory and selection of quality spa products in the world. The Spa Depot is a Better Business Bureau Accredited Business. One can also find exclusive items, available nowhere else. Customers can buy an energy efficient Belize or other quality spa from the company and take advantage of its factory-direct to consumer business model. The Spa Depot offers many Earth Friendly spa products including our Cleanwater Blue sanitizer system Ecoand line of cleaning liquids. The company provides its services across USA, Canada and a few other countries.

Spa Depot reviews and complaints

Spa Depot is ranked 50 out of 314 in Pools, Spas and Plumbing Supplies category

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