I purchased a Lay-Z-Spa Paris AirJet through ASDA George (Order No. 1491***70) which was delivered on 5th July. While the outer packaging was undamaged, the lid cover inside was faulty. Despite providing clear photographs and all necessary information, the resolution process has been extremely disappointing.
After my initial email reporting the faulty cover, I waited over a week only to be told to make a warranty claim - completely missing the point that this was a manufacturing defect in a brand new product. I clarified this in a follow-up email, explaining I had paid for a complete, undamaged product and simply needed a replacement cover.
It has now been just over one week since my second email with absolutely no response whatsoever, and over two weeks since my initial contact. This level of customer service is unacceptable, especially when dealing with a straightforward manufacturing defect that should have been resolved quickly.
Fortunately, I purchased through the ASDA website so I can return the entire spa through them for a full refund and purchase from a company that actually responds to their customers. The lack of communication and basic customer care is shocking for a brand that should stand behind their products.
Update pending: Still waiting for any response to resolve this simple cover replacement issue.
Would not recommend based on this customer service experience