HOT TUB WAREHOUSE Reviews and Complaints ^{All Reviews}

User comment:

I recently experienced a problem with my hot tub control unit. In the past we had gone on line and ordered a Balboa control unit and since we had this problem in the past I decided to order 2 of the units so that I had a back up. I needed it right away so I paid the $40.00 for overnight shipping so that the units would arrive by noon the next day which in fact they did, however they were not the correct control units. After ordering the units I discovered that there were 2 identical looking units only one was smaller than the other. There was nothing on the web site indicating the dimensions of the units. I called Hot Tub Warehouse immediately (1 hour after delivery) to advise them there was a problem with the size of the units and they indicated their no return policy stating that I might have used them. Please keep in mind that the units did not come in any packaging from the manufacturer just bubble wrap from Hot Tub Warehouse and the Fed Ex box. They stated that since the Fed Ex box was opened (how else am I to determine I have the incorrect product?) that they were non-returnable. They also told me that most companies did not accept returns of electric parts under any circumstances but when I ordered from Pool Supply World, they indicated that if we had a problem with the unit I ordered from them they would happily accept a return and refund or replace the unit. They also seemed astounded that the Hot Tub Warehouse wouldn’t accept a return because of an incorrect part. Hot Tub Warehouse said they didn’t have any way of checking the part after receiving it back to make sure it was in good working order, which was the second time they made me feel that I was trying to cheat them. They also stated that they were a bare bones operation and the only way they could offer the low prices is that they didn’t accept returns on electronic items however the when I ordered from Pool Supply World, the price was almost identical to the price I had paid from Hot Tub Warehouse and they did accept returns. I understand the no refund policy if the product has been used but I fail to understand their theory for no refunds when they do not stock the correct unit so that the incorrect unit may be exchanged or a refund for unused items when it is obvious that the units were incorrect and the web site didn’t clearly describe the item dimensions. I will not do business with Hot Tub Warehouse and hope that if you do that you are VERY CAREFUL to order the correct item because you’re not getting your money back. There are a lot more reputable companies out there that actually believe that their customers are honest and I will be doing business with them. Just as and after note the unit that I ordered from Pool Supply World was in fact correct, it arrived on time as they promised and they were very pleasant to deal with. I will be keeping them at the top of the list for future reference and I recommend you do the same.

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