johnsonshottubs Arvostelua 54

Just over 12 months ago we purchased a hot tub from Johnsons hot tubs in Maidstone. It was an ex-display model but it still cost around £4000. To be fair the transaction here went smooth and we waited for delivery which took a little longer than expected. On delivery the two guys tried there best but they did mark the tub. This was not a great start but to me was nothing major so I let this go. Good points were when we had the electrician wire in the tub their seemed to be a small issue and they did send someone round from there team quickly and this was resolved. However, around 6 months into ownership the bluetooth system failed, so I added in an external system near the tub as it was under a gazebo. Tehn disaster struct. We were in the tub, I smelt burning and the tub switched off. We got out. it had tripped and the main board had fried. There could be several reasons here, lose connection causing an arc, faulty board component. I notified them by email and sent over pictures. There was no great rush to respond. The dragged it out. I gave them the serial number/model number of the board and this should be sufficient to obtain all the information. The left it for a few days and said board is discontinued. I then asked what are the alternatives. Again no real rush to sort the issue, they asked questions a few days later but this annoyed me as they had all they needed. I had no offer of good will, nothing, I unfortunately cannot find the paperwork to confirm as we did not have any, but I was astounded at the poor response and no response from a manager when I complained of the service and said please pass the email on to a manager. As they took so long to do nothing. I then called an external company. Gave them the serial number and they located the board within 20 minutes and said we can have this installed within a week or two. The board has cost me around £400, labour around £150. Not only that on inspection the Ozone generator has a broken brittle pipe. This is what I believe to have caused the arc or board failure as the tub was wet inside over the wires. I am now also having to pay for a new ozone and pipe which is costing around £100. For something that has cost around £4000 this is awful service. I originally reported I think on the 18th May and nothing from a manager or offer of good will.

29th February 2024: Nathan the Johnsons Technician is fantastic. Arrived early afternoon and has spent over 4 hours installing the Air Source Heat Pump and fixing the heating element. Personable, patient and cares about the service he provides - 100% deserves a bonus and a share of the £500 installation/delivery fee we paid for a service, which wasn't provided to an acceptable standard yesterday.

29th February 2024: UPDATE - Warren at the Customer Services Team called me first thing and has arranged for a technician to come out to site today to replace the heating element and install the Air Source Heat Pump. To their credit the team do seem to be doing what they can to address the issue. Subject to how the installation goes today I will amend the star rating to reflect whether we have a working hot tub!

28th February 2024: £8,000+ hot tub delivered after 6 weeks, but a number of issues:

1. No-one called to confirm a time for delivery so our Electrician was on site most of the day at our expense.

2. Hot tub delivered, but the installers didn't have the equipment to install the Air Source Heat Pump, which we specifically purchased to expedite heating and reduce costs.

3. We were advised the hot tub would work without the Air Source Heat Pump and a technician would come in 6 days to install it. The hot tub doesn't work without it and the installers have left.

4. The hot tub arrived this morning, it is now gone 5:30pm and we have so far wasted around 2 hours of our time chasing Johnsons to establish whether the hot tub they delivered is broken or when they can arrange full installation.

5. Finally spoke to an engineer from Johnsons who advised they can't sort the problem remotely. The engineer gave no update on when they would be able to visit site to address the issue.

We have been been left with an expensive cold plunge in our garden.

Two very disappointed children who were hoping to go in the hot tub tonight and two VERY stressed and frustrated adults.

I ordered my Wellis Prague Premium hot tub from Johnsons hot tubs early last year and arranged for them to deliver and install it for me.
I had a few minor issues with it and after contacting customer services these were all rectified for me.

I upgraded the single speed pump to a twin speed pump and Johnsons sent out one of their engineers Ross to install it.

Ross removed the single speed pump and discovered that the new twin speed pump was bigger, and therefore didn't fit.

Undeterred by this he set about modifying the pipes and mounting bracket and managed to neatly install the new pump for me.

I am very grateful for all the help I have received from Johnson's customer service department as well as the engineers who installed the hot tub and especially Ross for his patience and problem solving capabilities.

I spent a fair amount of time researching hot tubs before finally choosing to buy from Johnson's and I am glad I did because I am very doubtful I would receive the same customer experience from any other company

Very unsatisfactory customer service. Communication very poor. Waited ages longer than first quoted for my hot tub with no updates from them without me chasing. Seal broke on one of the fountain dials. Still awaiting the washer to be replaced a year on! I recently placed an order for water treatment products including a chlorine tablet dispenser to replace my broken one. Order received with note that item was now out of stock. No apology, refund or any indication of when this item would be supplied. In my opinion they make absolutely no effort to build relationships with their customers who spend a considerable amount of money on these hot tubs and ongoing consumables. Take your money elsewhere to a company who values your custom and wants to keep you. There are many other hot tub and consumable set pliers who must be better than these!!

Update 27/09/2023

Thank you for your reply.
I had a call from Warren at 4.30pm on Tuesday 25th September but unfortunately I was on another call at the time. I tried to call him back on the landline number he left 10 mins later but there was no reply or any opportunity to leave a message. I have tried again several times since but still no answer on the landline. Noone has tried to call me since either. I am not sure how we are supposed to book in for servicing or any other hot tub maintenance.

With regards to the out of stock item, I fully understand this is out of your control. However it was not clear from your note if this item would be supplied later or was cancelled. The order was placed on 2nd Sept and no refund has been received to date (27th Sept). This is not a great service. I will order these products elsewhere going forwards. Service from Amazon is better than this!

Following some issues with damage after a house move, Johnsons were amazing in rectifying the concern I raised. Not only did they send someone to fix the broken part, but they also came back and reinstated our hot tub by way of an apology, plus a years supply of chemicals! Garf and Joe (I think that's the names) came on 29th Aug to set us up again and were brilliant, both were professional, polite and informative throughout. I'd highly recommend Johnsons Hot Tubs to others.

Johnson’s customer service is a serious misrepresentation as service is the last thing they are interested in once they have your money I brought a hot tub from them delayed delivery initially but first class installation carried out by Tony , the only member of Johnson’s I have dealt with that seems bothered about the customer.
I called them about broken jet after tub being installed for 15 months took a week before I got a call from someone asking what my problem was I told him what I had already told the office regarding the issues with my tub his response was oh okay I will make a report this never happened I called again after another not hearing anything for 2 weeks more apologies and someone finally arrived 3 weeks later replaced the faulty jets but said no one told him about the faulty waterfall jet and that would have to be ordered.
The following day 2 further jets stopped working I called them yet again and said I was happy to have these jets replaced when the waterfall was as long as it would not take weeks again , was assured it would be 5 weeks passed no response again called again was told waterfall part was being shipped and was give a date it would arrive and told they would contact me when it had arrived.
A email arrived telling me that the parts had arrived and was given a date of 2 weeks later to finally sort the issues.
Was told engineer would be with me on the Wednesday morning he arrived at 4pm and told me had bought the wrong jets and no waterfall when I confronted the so called customer services they said oh sorry we will have to reorder the parts so either they lied that the parts had arrived or did not bother to order them , another 5 weeks have passed with no communications am now considering legal action as they clearly are not interested in honouring the warranty

Very helpful, friendly and professional sales assistance. Once the hot tub came, they were quick, efficient, and explained everything clearly. I would recommend Johnson’s hot tubs to anyone interested.

Do not trust these children
Absolute worst buying experience ever
Sent x2 cavemen who installed incorrect
The cover was not fitted properly
Absolute can’t wait for this place to close down …
They not selling enough tubs because if you research there’s actually not as good as similarly priced
Do not buy from here

PURCHASED A £17,000.00 HOT TUB 2 YEARS AGO, ARRIVED WITH MULTIPLE ISSUES INCLUDING A WORN COVER. I AM STILL WAITING FOR THE REPLACEMENT. THIS HAS TO BE A RECORD AND ISSUE STILL ONGOING.
JOHNSONS YOU SHOULD BE ASHAMED OF YOURSELVES. SUNDANCE HOT TUB, JOHNSTONES CUSTOMER CARE .....FORGET IT.

❌️️DO NOT GET A HOT TUB FROM THEM! ❌️
I brought my hot tub at the kent County show last year! And we have only been able to use it 3times, Due to jonhsons lack of care and install process and don't even get me started about costumer care! So our hot tub kept Tripping out they took 3 weeks to come out and look at it (their yard is 10mintues down the road) for them to say that they had put the amp setting too high! (They normally do this and end up going back in 6months to change it we got told). We went to use it for my sons birthday.. it wasnt turning on it had been Tripping again, it was our electrician who put the outside plug on.. so we called the electrician and he came round and there was no fault other than Jonhsons who put the wrong plug on, as it was so large the socket wouldnt close, they were too lazy to change it to a smaller one so the socket would shut and there would be no Tripping because of water going into the socket.. (health&safety at its finest) However our electrician came out and dried the whole socket out and got it working, we contacted Johnsons to let them know the issues and said our electrician didn't want to change it incase it effected the warranty, the customer service didn't have a clue if it would or not! So they said we will send someone out to us, I asked when as I've already waited long enough and they said in 3weeks!! That was the only slot they had! We had work commitments and we had had enough with having to keep taking days off work and them not fixing it! In the mean time we sent 3 emails asking for the finance company email/phone number so we could let them know that we would be pausing payment until Johnsons had sorted our hot tub and we could actually use the brand new hot tub! Again, being let down by Johnsons as they avoided the question, therefore my credit rating has now been effected! To top it all off everytime they came out we had to empty and refill the hot tub (who's paying for the water, us!) So another guy came out told us that the tub had lice yep that's right our brand new hot tub that had only been used 3times had lice! So as you can imagine I was frustrated, upset that I was spending money on something that was in a mess! I called them back while the installers were still here.. they said it would need to be recommissioned! Which I'd have to empty and refill 3more times! I said I wanted to speak to a manager or director.. I got told that he would need to ask, I said even if its via email I would like contact to explain what has gone on and how it has finally impacted me! My credit rating, my water bill and electricity by heating it up everytime aswell as a now infected hot tub!!! They said they would call me back tomorrow and let me know if they had time for this! Low and behold, they called me back and said no! Not even an email! They wouldn't speak to me!!! I made it very clear to them about wanting someone senior to contact me so he wrote a report and said he was going to give it to them.. a week later they got him to call me and say they won't do anything other than give me more products for the hot tub that I can't use as its still not fixed! I said products are no good to someone who hasn't got a working hot tub I think that this company is a disgrace! I've committed to paying just short of 10k,to be given a sub standard service for an item I can't use and that is still sat on my patio collecting dust.
DO NOT USE!!!

Luke who came to fix my hot tub was excellent. We had been waiting for a new pump for weeks from China. He came, looked at it, decided to get a new pump from the storage place and came back within 2 days. Installed and lo and behold, hot tub working perfectly.
Great customer service. Thank you Luke.
and thank you to Carly at the garden centre where we bought it from great service from her as well

Bought a hot tub From Johnsons Hot Tubs in a New Office at Rawreth in a garden Centre.
Spoke to Tim who went through running one and answered all my questions to my satisfaction.
Tim is a very personable chap and very professional.

The Tub arrived when promised the Two guys Jake and Jordan are absolute stars.
I'm I suppose quite a picky / fussy person and like to know what they are doing and why.
They put up with my questions and answered everything I threw at them how to use the chemicals / use the tub the settings.
We chose where and how we wanted the tub placed & orientated nothing was too much trouble.
Tub filled and we were shown everything.
The cover arm was on back order and he arrived today to fit.
Again very professional took no time at all, he then took the time to make sure I knew how to use it properly.

The Grandkids cannot wait to get in. The 1st Tim they came round clothes were off and in before they had time to say hello.

My buddy has also found it good for aches and pains. we love this tub very very easy to look after.
We bought the Jupiter.

Very good work by Luke, finding and fixing the fault with my Hot tub. Kept on until it was working perfectly and left some chemicals as well.

Tony pulled out the stops to make sure it got in the garden without the need for a crane even though it wasn't the most straight forward access, great at explaining how everything worked, all the tips and tricks etc. and thoroughly nice guy. Feel like without him it may have been a different experience. Tori also helped a lot with all the sales questions and installation queries.

Great service, delivered on time and the team went above and beyond, would recommend Johnsons

Purchased hot tub on 24/07/22. Arrived three weeks later.
This is where the trouble starts.
Delivery team were rude, unprepared and wanted to rush away. I told them many times NOT TO SCRATCH SKATE SLABS OR COMPOSITE DECKING.
🤣🤣🤣. It won’t scratch they said then go and drag Hottub along two old wooden decking boards. Which badly scratched and scuffed the natural slate that was brand new. They then dumped the tub and one of them said I was ‘wasting time here’ when I was deciding which way round tub should go.
They were there less than half hour and couldn’t wait to leave. Which they did with out saying the lifting arm was out of stock. A complaint was made to Maidstone sakes office
Moving on two weeks.
A team came to bring and fit arm and position Hottub. They couldn’t they claimed fit arm so left.
Second set up team 8 days on.
Had no idea why they were there. Finally fixed arm and moved tub, in doing so gouged out four chunks from the new composite decking. 4 planks in all need renewing.
Fast forward. Emails have gone back and fourth with Shaun from customer service.
I have been fobbed off ever way possible. They wanted to re seal the natural slate as according to their project manager’this will fix’ the matter. 🤣. If he is indeed an expert he should know to can’t re seal sealed slate and it won’t remove scratches and scuffs simply hide them while seal is went.
We have had no senior management come view the damage all round and not received one call from them saying sorry , we have to call them.
They have now been told the damage gets repaid to our high requirements as it was before the hotbed was delivered or we are taking court action which my solicitor advised.
JHT have offered no compensation and want to repair on the cheap. that’s not happening.
Also on day of delivery we pointed out the cover was cracked which they agreed with. We still haven’t got a new one.
Worst company I’ve ever dealt with.
If your looking to buy hot tub DO NOT USE JOHNSONS HOT TUBS.
Having read a few other reviews the fact they are under new management doesn’t surprise me. To many think their the boss and clearly sent. Shame they arnt honest about this.

Just had out hot tub serviced and Tony Sherman was brilliant. Thank you so much.

Had Hot Tub Tony round to service our tub. Very efficient and pointed out what we were doing wrong and right. Would highly recommend.

Johnsons hot tubs at Hillier Garden Centre, Pevensey were having a sale and after great help and advice from the branch manager Carlie Burns we bought an ex display model. Carlie also went to great lengths to get the hot tub delivered quickly to us.
Unfortunately this had too many issues when it was delivered and installed but Johnsons were quick to resolve the problems (thank you Shaun, customer service) and we ended up with a replacement hot tub which we are very happy with.