If I could leave no stars, I would. The customer service here is horrific! I ordered a hot tub cover by placing my order online as they refuse to take an order over the phone. This is because they want no liability for the order details...it is completely on you, the customer and if you make a mistake, they will point the finger firmly at you. If you choose to do business with Spa World, I suggest triple checking your entries and taking a screenshot of your order BEFORE you hit the submit button as you will NOT receive a confirmation page with your order details nor will you receive an e-mail copy of your order...either of which would provide you with a receipt and allow you to check the accuracy of your order form inputs (if you "fat finger" an entry or accidentally put the wrong thing, YOU will be blamed and YOU will have no receipt on hand as back-up for what you entered, nor will you have the opportunity to review what you entered so that you may catch an entry error and attempt to remedy). After not receiving either, I had to go into the store (I suppose I could have called also) in order to get confirmation that they even received my order. When I received my cover, it was 1" too short on both dimensions and like I stated above, they place the blame firmly on me, the customer, saying that I entered the incorrect information (funny how at this time they can produce a copy of the order and send to you via e-mail as confirmation that you, the customer, are WRONG!). I am a human and I am fallible, so I am not discounting the possibility that I entered the dimensions incorrectly. What rubs me the wrong way is that they refuse to do ANYTHING to try to make it right for me, especially as I never received a confirmation of my order where I could have seen the incorrect measurements that were entered and called to tell them the correct ones before the cover was put into production. I was told that I can order another one (please note that no discount was EVER mentioned) and they would be happy to make it! I was also told that I would receive a call from the owner to discuss my order, per my request, and as of the time of writing this review, it has been seventeen (17) days and the owner of Spa World has still not called me as was promised by their Sales team (despite my several calls to the store and also showing up there again a week ago; I have been told "I understand that you're frustrated, but I can't make the owner call you"). The purpose of reviews is to inform others of your experience and I assure you that this post reflects accurately my experience with Spa World. As such, please use my review to help you decide if you want to do business with a company that insists the customer is always wrong and that gets defensive in their responses (reminiscent of the now defunct Amy's Baking Company in Scottsdale). Rather than trying to make it right, as MANY other companies that value their customers will do, even if the customer is clearly in the wrong, they will get defensive and blame you, the customer. On a positive note, I will say that the cover I received seemed very well made and of superb quality and was received in just 7 days, so the quality of their work seems to be good...my review is based solely upon their customer service, or lack thereof. I hope you find this helpful in deciding if you will do business with Spa World.
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