Lay-Z-Spa® UK Reviews 

Lost delivery - no comms - ages to respond to emails - ages to get refund

You sent the incorrect Lazy spa. I ordered a Toronto and you sent a Carrara. Although you gave me refund still disappointed that I didn’t receive what I ordered. Also my pillow/spa rests have started to deteriorate, paint is coming off them in areas where they rest on the frame of the spa

So far so good. Head and shoulders better quality than what I had previously from a competitor 👋🏻.
The set up was easy, my electricity bill for running the spa is half of what it used to be with my previous spa.

Overall would recommend.

Great product & value for money

Everything arrived as described, and the quality is good. Unfortunately, communication with the company was terrible; I sent multiple emails and received automated replies stating they would get in touch, but that never happened. I am appalled by the communication and the lack of willingness to help the customer.

Had the exact part I needed to replace what was punctured

It is the original item. Strong and secured on to the tub.

Love our Oslo Lay z spa allways using it and very economical to run with its great insulation, keeps it nice and cosy .would thoroughly recommend this product. 😃

We bought our Lay-Z-Spa at the end of June, and we’ve been using it almost every day since. So far, we honestly can’t fault it.

It was straightforward to set up, heats up well, and has been a fantastic way to relax after a long day. The bubbles are great, and it’s been a wonderful addition to our garden. We’ve kept on top of the water care, and it’s been easy to maintain.

We’re so happy with our purchase and only wish we’d bought one sooner! If you’re thinking about getting a Lay-Z-Spa, I’d definitely recommend it.

Delivery on time

Our new Helsinki hot tub discoloured on first use, leaving a yellow stain around the water line. I had added the chlorine, TA and PH chemicals to ensure correct water quality before use. Whilst we hadn't all showered before use, impractical when guests are using it, we hadn't applied sun creams.

We emptied the tub but thorough cleaning couldn't remove the stain. On subsequent uses a new stain appeared at the new water level.

We hadn't experienced this issue with our 2 previous Lay-Z-Spa Paris hot tubs, so I assume its the material used with the Helsinki that's the issue.

I did contact Lay-Z-Spa but after several days they just said it was down to us, offering no solution.

Whilst its a great looking hot tub, the yellow stains are off-putting and therefore I wouldn't recommend the Helsinki to others.

I bought a Hawaii Smart AirJet directly from Lay-Z-Spa UK on 30 June 2024. On 22 June 2026, shortly before the two-year warranty expired, the AirJet system failed. The blower could be heard running, but no bubbles were produced. When the pump was disconnected, a significant amount of water flowed from both the liner-side AirJet connection and the pump-side AirJet outlet.

I reported the fault immediately and supplied proof of purchase, serial and batch information, photographs and a video showing the failure.

On 30 June, I was asked to disconnect the pump, operate the AirJet with paper in front of the outlet, and photograph deep inside the liner air pipe. I explained that I was concerned about powering the pump after water had come from its AirJet outlet. Nevertheless, I briefly operated it solely because the warranty team explicitly required the additional video in order to progress the claim.

I uploaded the additional video and five further photographs on 6 July. I was then repeatedly told that the photographs were not clear enough because the team wanted to see a small “umbrella-shaped” component deep inside the pipe. The practical problem is that water gushes from the pipe as soon as it is disconnected, making the requested photograph extremely difficult to obtain. I have supplied the clearest photographs and videos I can reasonably take.

I accept that the final set of evidence they requested was uploaded on 6 July. However, the claim had already been open for two weeks by then, and each delay followed a new request for evidence. The case has now been open for almost four weeks, with no repair or replacement decision, no inspection or collection offered, and no substantive written update.

During telephone calls I was given vague timescales of “two to three days” and then told the case could take another ten days because it had been escalated for further review. I was not able to speak to a manager.

This is a highly seasonal product. I have lost some of the hottest weeks of the year, including a week I had taken off and specifically wanted to use the spa, and I will shortly be away for several weeks.

The spa itself was enjoyable before it failed, and I had been considering upgrading to a HydroJet model. Unfortunately, the handling of this warranty claim has completely undermined my confidence in buying another Lay-Z-Spa product.

I will update this review if the company provides a prompt and satisfactory resolution.

The hot tub is an amazing addition to my garden. It arrived promptly and was very easy to assemble. I think it will improve my health too!

The hotub is great but it seems to go cloudy after one use! We are monitoring it and the moment. The delivery was a little awkward with the third party tracker not working.

We love the hot tub and how it works though, and there website was easy to use.

Ease of ordering correct inflatable lid and quick delivery after.

Bought hot spare, Lay-z-spa
Brilliant love it, would recommend to buy from tiktok recommend defo
John

Been 3 weeks no spa been delivered haven’t had had a reply to my e mail for over a week when I home customer care the phone cuts out after 3 rings. Terrible service

I genuinely don’t know where to start.

I placed my order expecting delivery within the advertised timeframe. Instead, almost three weeks later, I’m still waiting, and at this rate it looks like it could easily be a month.

The original hot tub eventually made it all the way to my local depot after spending days sitting at the Midlands hub. Just when it looked like it would finally be delivered, it was recalled and sent back down the country.

A replacement was then dispatched… using exactly the same courier, with exactly the same standard service. No priority shipping. No expedited delivery. Nothing. It has now spent days sitting in the Midlands hub just like the first one did.

I’ve been told that deliveries to Aberdeenshire take longer. I simply don’t accept that as a valid excuse. A parcel can travel from London to Aberdeenshire overnight if the logistics network is run efficiently. This isn’t a geography problem, it’s a service problem.

Throughout the entire process I’ve had to chase constantly for updates. Communication has been poor, phone queues are lengthy, and I have received no proactive updates unless I’ve contacted them first.

What disappoints me most is the complete lack of ownership. There has been no apology that feels genuine, no goodwill gesture despite weeks of inconvenience, and no recognition that this experience has been unacceptable.

At this point the excitement of buying a hot tub has completely disappeared. After weeks of delays, endless chasing and repeated disappointment, I’m honestly not even sure I want it anymore.

I understand that couriers sometimes have problems. What I don’t understand is why, after the first delivery failed so spectacularly, the replacement was handled in exactly the same way with no attempt whatsoever to put things right.

An incredibly frustrating experience from start to finish.

We were very pleased with ordering delivery of our Lazy Spa unfortunately we had a problem with liner deflating but it has now been replace and all seems good.

Lovely pool.
Only slight thing was everything came separately with different carriers!
The last one to be delivered was the mat!
Not ideal as this is the first thing you need to put down before setting it all up