We ordered a hot tub via Splash and Relax in March 2021 and were advised the items would arrive to their depot on 31st May for an early June arrival to us. Upon chasing (not being advised by Splash and Relax I might add) we were advised of a mistake their end and an arrival of around 12th June. We get to the 24th June, and upon chasing once again, we are told the delivery firm will advise when it is ready for shipping - in a not their problem sort of way!??? Many more emails later and the items finally arrived (less the chemical starter kit I ordered) on 30th June. Despite Splash and Relax having our money for months and failed to provide the products on time and as promised, there doesn't appear to be the slightest interest in trying to resolve, apologise or provide a small gesture of recompense. They fail to answer their phones and you are forced to wait 2-3 days before you get a response via email respond - a fine way to do business indeed!!! I'm now onto them to try and get the other item i paid for!!!

This company sent me a Bestway pool with no liner. They have fobbed me off for 4 weeks now, still no useable pool. Terrible customer service, not answering the telephone and taking longer than 3 days to answer any emails. Just appaling. Wish I had never used this company.

We ordered a Laz-y spa Miami air jet from splash and relax on Thursday evening and it was received and up an running by Wednesday! 👍 The hot tub is excellent and we love it. The only issue which caused a slight panic was with delivery - we received a message saying it would be delivered Monday 7-9am. Husband was able to get the morning off to stay in however it didn't arrive, rang splash and relax, but message saying to email which didn't instill confidence so he web chatted to someone at DX but they couldn't find the order. I rang later on and it hadn't been sent to our local warehouse - they emailed and checked the tracking morning after and it had been received local then delivered morning after. We worried on reading the reviews (if we had done so we probably wouldn't have ordered!) which is why I want to share details of our experience. All in all excellent product from splash and relax would have given 5 but as a customer being able to speak to someone on the phone for reassurance would have been better and the delivery service was frustrating!

I would give 0 stars if I could. however, I suppose 1 is satisfactory only based on the matter that this company did refund us our money, but without request. This was from a purchase of a pool with Splash and Relax which was cancelled from a lack of education or understanding from the customer services department. Furthermore, this business is a model for how a business can fail and the importance of not offering customers false promises. The business is solely based online which is where the flaws start to take place. Order a pool from this company and expect to wait over 8 weeks with no updates or any way of contacting customer services - to get an update. 90% of the products on their site are out of stock and it seems that they are no way in any shape or form equipped to deal with the work that the website is bringing in, therefore the false promises are now starting to show on trust pilot with 1 in 10 actually receiving their product in a reasonable time, with the majority of recent reviews showing this, warning other customers about shopping here.

Paid for express delivery as they stated that if you are not home when delivery is attempted you will have to pay for another delivery. Paid 0820 Wednesday morning. Accepted no delivery Thursday as I don’t expect miracles. Pump arrived the following Tuesday. Tried to get money back, may as well phone HMRC, you’ll get the same response.

If you want sleepless nights, grey hairs and hours of wasted phone calls and unanswered emails use Splash and Relax. Yes it’s summer, and yes they’re busy but if you have 800 unanswered calls a day (which is why I was told) then employ someone on an admin wage to resolve this. The phone is never answered the emails are not responded to and I can’t tell you how much stress this has caused my family. Yes the goods finally arrived after being 21 days late but to add insult to injury the courier they use (DX) has equally poor reviews and left me calling them on repeated occasions to track my delivery. From start to finish it was a nightmare and one I will never willingly chose to enter into again. Customer service is appalling! Buy at your own risk and only if you want something to arrive NEVER!

Would give 0 stars if I could. Ordered a pool and accessories for next day delivery. Parcel finally arrived 4 days later, everything except for the pool included. No tracking sent to me in regards for the second parcel (pool) They do not answer the phone, email customer service is shocking. It’s been 3 weeks now and Still no sign of the pool. Finally had an email response today saying that it has been delivered. Which it hasn’t!!!!! Do not use this company. I’m upset that I didn’t see these reviews before ordering myself!

Delay after delay, no pool and no communication. Paid in January, no pool yet and it is nearly July. No useful information either. Do not use this lot.

Unable to speak to them after waiting nearly 3weeks for a solar cover and chemicals. Solar cover arrived and is the wrong size and shape.

ordered goods paid for next day del that monday its now friday and still no goods this company is a joke do not use them

Extremely disappointed with the lack of customer service and no product. I ordered a spa and paid for next day delivery. I recived an email it had been dispatched and a delivery date of 2 days later (not next day). However delivery time came and I received a text to say it was delayed. Having contacted the delivery company they tell me they have never had the item from the company. The company do not answer the phone and despite 2 emails they have failed to reply to me, yet they have my money! Apalling service not to reply and to take money for goods they are not delivering.

The customer service from this company is a joke (but the pools are good!). I placed an order for nearly £2k in March- still no pool in Mid June (it was promised in Mid May). NO POSSIBILITY to speak to anyone on the phone. THEY OFTEN ignore emails. Delivery dates NOT met without contact. Delivery conditions- wait in all day, but we don’t guarantee it will be that day, if it isn’t going to be delivered on the arranged day- we won’t tell you!!. If you miss the delivery there will be charges passed on to you..! I see there are some positive reviews on this site- I am not sure how. If you are considering buying from this company- ring the main line and listen to the answer phone message- “ Don’t try and ring us, ringing multiple times only delays our response, don’t try and chase orders we are going as fast as we can, send an email we will get through them in date order!” Update- The pool turned up a day later than a loosely discussed email delivery time. No dispatch email, no delivery time, no tracking number, no contact. Luckily someone was in! The pool is fantastic (best way hydrous plus heater). So in conclusion only deal with this firm if you are not prepared to be kept in the dark and treated like a irritation not a valued customer. Good Luck!

What a year! Delays and supply shortage but these guys have been amazing with doing their best at every turn & keeping me informed. Thankfully I managed to get my pool and they have been nothing but helpful & apologietic (altho not their fault!). They are 1st class in my eyes and any delays have been the world we are in & no reflection of them and their service. I bought from them 14 years ago and again this year - highly recommend! p.s. Toby is super helpful & knowledgable - much to his joy he supplied me with lots of advice!! ;)

I ordered a steel frame bestway 10Ft pool at 12pm Tuesday and it was deliver the next day at 2pm, everywhere has sold out but these had it in stock so overall excellent service, excellent price, excellent delivery time and a very pleased 9year old. Would recommend

Pool bought back in May, full amount paid for. Promised an update within a couple of weeks but heard nothing. Tried calling the company on a number of occasions along with emails but no response. Legal action is the option if there is no response.

Spoke to the Splash and Relax team regularly in early March and bought a pool and equipment for over £2,000. Delivery was initially pencilled in for mid April. Chased them up and moved out to mid May. Chased again and ready to be delivered at end of May. Nothing!!! They are now not answering calls or emails....

Ordered a pool heater advertised as next day delivery. Then received a text from DX delivery to say they would be delivering 7th ( today) 4 days after ordering next day delivery! Time of delivery arrives and I get another text from the delivery company saying it’s been delayed. Rang them and they have no idea where my parcel is as they haven’t received it yet! Tried ringing splash and relax and they will not answer their phone, worst customer service ever! My item is missing and I can’t even contact them to let them know and track it down!!

Brought a pool pump, paid £7 for next day delivery. Never turned up and the company don’t answer their phone

I have paid £1800 for a pool and cover. I paid in February! I was told March delivery, then April but have NEVER been given an update. I am really concerned about my order now as they are not even answering calls or emails. Tim was very helpful and I had a great experience initially on sale but now the lack of communication is dismal!

I generally don’t leave feedback but feel that this company is THAT BAD, make sure to AVOID! I placed an order Tuesday evening and paid for next day delivery. It’s now Saturday and my nephews birthday and no sign of the items nor response to my email and calls. Should have paid more attention to the other terrible reviews.