Wave Spas  Anmeldelser 7.210

Unfortunately, I had an issue with my relatively new spa and I was worried about whether the company would stand by the product. I shouldn't have been! I had quick and friendly support. Esther showed a lot of empathy while walking me through troubleshooting and, ultimately, a part replacement in seamless fashion

Elizabeth was great and quick to help get my issue with my heater sorted. Very helpful

I am leaving this review to warn other customers and to document what I believe is a predatory business practice by Wave Global.

On February 27, 2026, I submitted a clear, written cancellation request for Order #WSUS21083. My email stated directly: "Please cancel this order. Please let me know this was received." There was no ambiguity. The item was on pre-order at the time, meaning Wave Global had ample time to stop the shipment before it ever left their warehouse.

Rather than confirming the cancellation, their representative responded with general information about the item being on pre-order and said "please let me know your thoughts" — which I interpreted as acknowledgment of my request. There was no indication in that response that further confirmation was required to proceed with the cancellation.

On March 2, 2026, I followed up a second time asking for cancellation confirmation and refund timeline. Again, the response discussed refund processing times (7-10 days) and said "please let me know your thoughts." At no point did anyone clearly communicate that the cancellation had NOT been initiated or that additional action was required on my part.

On March 7, 2026, I was shocked to receive a shipping notification. When I contacted them, Wave Global's explanation was that the cancellation was never processed because I hadn't explicitly "confirmed" I wanted to cancel — despite two written requests to do exactly that. They then offered a token 5% partial refund as resolution.

To make matters worse, the delivery was never scheduled in advance as originally promised. Both myself and my partner work full-time and were unable to sit home for a 12-hour delivery window. We could not refuse the delivery as Wave Global suggested, through no fault of our own.

Now, Wave Global is requiring me to pay the return shipping costs for an item that was shipped against my documented cancellation requests. I have multiple boxes of a hot tub sitting in my garage for a product I tried to cancel weeks before it ever shipped.

This company ignored two written cancellation requests, shipped a pre-order item they had every opportunity to hold, failed to schedule delivery as promised, and is now requiring the customer to pay return shipping for their own mistake.

Elizabeth has been very helpful and gave me 100% customer satisfaction

Elizabeth went above and beyond to help us get our spa up and running. We absolutely love our Wave Spa, and the customer service team is awesome. Thank you Elizabeth for helping us, and getting us into our Spa!

Elizabeth answered all my questions quickly and politely so I could make a decision what to buy.

Waiting on my order and Elizabeth answered my query at lightening speed and was super helpful.

I look forward to my spa! Thanks!

Esther was awesome and I received my new pump in 3 days.

Upon assembling the Garda 4/6 eco foam hot tub, we realised that we had a foam piece missing. We sent an email straight to Wave Spa and Antria responded within 30mins, ordering the missing piece for delievery. Antria was a great help, sorting our issues straight away.

Had a small issue but emailed Jade and all sorted very swiftly amazing hot tub would definitely use this company again

Elizabeth was timely, helpful and kind. Thank you!

Elizabeth was quick to respond and help! Resolved the issue and reassured me through the whole process!!

Antria answered my questions very quickly and precisely

Elizabeth answered quickly and was helpful and polite.

My heater failed within a few months of my erecting my hot tub. I followed the instructions for the error code without resolution. I contacted the company which responded quickly and made a few additional suggestions. When they didn’t work, the company requested some info which resulted in their promptly sending me a new unit which arrived in a few days. installation was straightforward and all is good!

Great after sales being kept in the loop throughout and always there to answer any question. Elizabeth was really helpful and patient throughout

Elizabeth was incredibly helpful! She communicated clearly and responded quickly. She helped me troubleshoot my hot tub and got it going again.

I was finally able to get the problems I was having resolved. Elizabeth was extremely helpful after I had some unsuccessful attempts earlier on.

Elizabeth in customer service was great - really helpful and communicated well.

However Wavespa need to get their quality control in order - we are now on our 4th heater unit - lets hope this one continues to work.

The order and delivery was fine and went according to plan. Installation instructions we ok-ish, but not always easy to follow. They are generic and cover a range of tubs but for the grand we paid, I'd expect something specific to the model we bought - if not on paper, then at least on-line. YouTube helped, but should that be the case? The app doesn't seem to work - we've installed it on a couple of devices, but it's not worked on any of them. Our only other gripe would be that the tub turns up with everything except a starter kit of chemicals, which I'd expect to be in included if only to get you up and running. Other than that, it's fabulous, so relaxing and we wish we'd got one earlier (we have the Como). We'll await the energy bill but to be honest, the pleasure we've had is well worth it!