Spa World - Brisbane Avis 19

We brought our spa here even though we live southern NSW and continue to purchase our supplies here

spa cover fell apart at the seams after 2 years or so
faulty sewing
the response was a discount on 1200 dollars replacement
then i asked just for the skin on the small side cover and this is 500 plus dollars
i am going to get a mate to re sew it
not at all happy with this as is clearly a fualt in the sewing of the cover (skin)

We have had nothing but trouble since we purchased a pool/spa from here about 10 months ago. Still can't swim in it. $30k is allot of money for a lemon and now they are saying we are stuck with it. We have to spend even more to be able to fix the problems and finally be able to swim. If you are thinking about purchasing a pool/spa go elsewhere perhaps you will have better luck and make sure they do a site visit before you pay and sign.

Duncan and Nic were great and their customer service was top rate, although i did not purchase, when i am ready i will return for sure

Michelle was an absolute sales lady. She was honest and could not have helped us anymore except, maybe put the water in the spa. She was even too the point off helping my wife do zip pay nothing was too much effort. Even when I complained about the apparent starter kit you get with your spa having the most essential product you need to setup your spa with not supplied she was so apologetic. Michelle you are a true LEGEND.

The sales representative (Duncan) was absolutely awesome to deal with.

No matter how many questions I asked and modifications we made to our order he was happy to assist.

Thank you Duncan for all your advice. We were originally going to purchase from a competitor but there customer service was poor, we are so glad we changed as there was a lot of things we learnt which we weren't told about originally. Whilst we had a couple of communications issues with Spa World early on, a phone call to Duncan and he sorted everything out pronto. Our Swimspa had to be craned in over a two story house and having someone turn up on site to help coordinate this made it super easy on the day.

Spa itself is fine. A couple of people we dealt with are ok.
Staff behind the scenes who are supposed to coordinate the whole thing are terrible.

I have had multiple conversations with the complaints department about my disgust of having to do their job for them.
Still waiting for the manager to call me back after I said I want to speak to the CEO about this disgusting experience and how I am training their staff of their own policies and procedures. I would never buy from this company again.
Please go to another company

Originally was going to purchase a spa and a pergola. Decided to purchase a spa elsewhere but still wanted to purchase the pergola. Initially I was told 2 weeks for delivery for the pergola and then told 8-10 weeks. Still waiting for the pergola. Have emailed twice for an update and spoken on live chat and I still have not received a reply. Extremely poor communication. I will never purchase from SpaWorld again

I have been interested in buy a spa for some time.
I did a lot of research into spas and different company plus talking to spa owners. I picked two companies to have a look at the spas, when I went to the Underwwod show room and spoke with Michelle. I found her very helpful, and she even suggested a try of the spa that I was interested in, which I did.
I have to say that from the start of meeting with Michelle, and communication with all Admin through to reciving the spa was fantastic.
Not to forgot about the handover from Don.

We ordered our Jacuzzi in Feb. 2021 and waiting, and waiting. No one from Spa World customer service can tell us a date for delivery...Is there any one in SPA WORLD could help us please ?????

I live alone and I wanted a swim spa but I was worried about the cost and upkeep - Gerard @Underwood Brisbane really went through the options and processes. I can always pop into the showroom and I even had a swim to try out the jets!! Thanks to Gerard and Duncan for their help on items that i wanted assistance with! I will never be able to thank you for your help! I cannot wait to have the spa delivered !

I purchased an Aria NXT HotSpring spa from Spa World in Springwood, Queensland and due to the terrible experience felt compelled to write a review.

The summary of events in my dealings with Spa World is follows:

• Got email wrong on order and I did not get a receipt for the deposit. I had to chase – salesperson who could not understand why having a receipt was important to me.
• Salesperson constantly failed to return calls, respond to emails or actually complete the task they were asked to do during the ordering process. I began to think that I didn’t matter to them as a customer.
• 10 weeks later the installation guys turned up and had no knowledge of the spa or how it worked (even basic stuff) and just placed in position, removed packaging and left and wouldn’t even take the packing material away.
• No assistance on how to fill the spa or how to balance the water. They did remove the front panel and point to a few things and then proceeded to guess (incorrectly as it turned out) about what each visible component’s function was. I also had to fathom out how to re-fit the panel they had removed!
• I asked the installers about fixing the cover and cover lifter and they said it wasn’t down to them to do it.
• I called Spa World sales office and they didn’t know who would fit it but would ask their VIP handover people – no response after 2 days so called again.
• Eventually a pretty unhelpful and aggressive VIP handover person called and offered me a slot – between 9 & 11 on a particular day. If I wanted it at a more convenient time I would have to wait at least another week “because it is a busy time of year”! (I already had the spa a week at this point)
• I asked this guy if he would be able to offer some advice in balancing the water to which he replied “no, you need to read the manuals”
• In summary:
1. Spa delivered at a time to suit them – I had to have the day off work.
2. Delivered by guys with no knowledge of the spa.
3. Spa left without lid attached and a mountain of manuals to read – very generic and some contradicting themselves.
4. Had to balance water myself and learn to use the spa without any assistance risking voiding the warranty if errors were made.
5. No proper hand over had to chase for over a week and then have more time off work to fit in with their schedule.
6. Installer had never fitted this particular cover lifter before and it ended up being a trial and error experience. I suspect he has used the wrong screws – he used the non-removable panel screws on removable panels and paid no heed to any internal components he could be damaging.

The fact that the spa is now operational and is very nice is purely down to luck and my efforts, I feel underwhelmed by the whole purchasing experience and worry that if anything does go wrong Spa World will be of no assistance. I do not recommend Spa World and in hindsight I should have gone to Brisbane Spa Super Centre where although more expensive would have given me the advice, support and back up I need.

Update - over the weekend I noticed that a crucial bracket to hold the cover to the lifter mechanism has 4 screws, the trouble is the "VIP Handover" guy only managed to find the structure beneath with 2 of them and also put a hole in the cover fabric where his screwdriver slipped!. Marvellous!!!!

Throughout this whole experience and even after scathing reviews no one from Spa World has even had the decency to respond!

Save the grief and go elswhere!

UPDATE
This review was originally published on another review site over 3 years ago and I decided to relist on Trustpilot as I can't believe this shower are still getting good reviews! Sara from Spa World has just responded saying they acknowledged my original feedback at the time. To clarify, Spa World have never been in touch to discuss or apologise for the woeful experience.

My wife and I purchased a Vortex Nitro about 4 years ago, from the Underwood store and the advice and help given by Michelle was second to none in making sure we had the right spa for our needs.
We have only had an issue with a faulty jet within the first month and a technician was out and the issue fixed within 24hrs.
We were having a look at a swim spa at the North Lakes store today for our daughter and son-in-law and again the help and advice given by Nick was fantastic, which prompted me to give this feedback.
Therefore, we could not recommend Spa World highly enough. Grant and Penny Jenkins

We ordered a serenity umbrella from Spa World in October. Pretty pricey at $5k but the demo model in store was what we liked so decided to proceed. We were told it would be delivered the following week or allow up to two more weeks if they didn’t have the colour in stock.

A week later we were contacted to say it would arrive in November. Then an email to say 20th December. We got a delivery on 28th December and it was only the material.

Local Brisbane shop has no idea what happened and unable to provide an updated date. Online customer service has stopped replying to our enquirers.

Do not order from this company if they don’t have confirmed stock on hand. They charge top $ and provide bottom service.

J&S

Thank you so much Duncan for all the support and efforts you put in helping us to identify a spa that would match our families needs. We are also so grateful in how quickly you were able to arrange a site inspection to see if the spa could be delivered. We can't recommend you enough. Thanks for always being so kind, responsive and supportive.

Duncan was attentive and informative in helping us select a great spa to meet our health needs and budget. Being able to actually try out and compare some of the spas set up in the showroom was very helpful in making a decision!

My wife & I went to all spa showrooms in Brisbane to look for our dream spa. We were fortunate enough to talk to Duncan Mitchell (Sales Leader - Underwood) from Spa World. There was no pressure to buy, Duncan was very informative to match the spa that would suit our ideals. We went to the Underwood Showroom for a wet trial which assisted with our decision process. We were matched up to the Vortex Cobalt Spa, what a great experience. Through the order process he was upfront with expected delivery dates etc. After the delivery of the spa Duncan has made himself contactable to assist in our learning to get the best out of the spa. Definitely a 10/10 for service :):):) Yes we are glad to have purchased the Vortex Cobalt Spa.

I recently purchased a swimspa from Spaworld. From start to finish, Michelle was very helpful and knowledgeable in helping me choosing the right spa. She was happy to answer any question even during her day off/ before work. The delivery team was wonderful as well. Overall a pleasant experience!