Jtspas Avis 

I may update this review later depending on the next few days. Currently, we have spent nearly £1800 on a spa bath that our fitters can’t fit because it’s faulty. We informed JT Spas as soon as the problem was identified - the hose to the pump looks like it has been damaged by excessive heat when fitted to the bath during manufacture and it leaks. It also leaks around one of the lights where they’ve simply not put sufficient sealant. Obviously never tested for being watertight before shipping it. JT Spas seems to have decided, without seeing it, that the damage was caused following delivery and refused to come and fix the problem until we paid them a further £252 for a call out fee. Additionally, they are offering a date in 2 weeks. They seemed to suggest that they have only one fitter!!! We and our fitters are being hugely inconvenienced by this and I don’t think this charge or timeframe is acceptable. We’d sent images and videos. This is extremely poor customer service.
In addition the fitting instructions didn’t match the bath supplied and the nuts were the wrong size. Although the latter 2 issues were rectified after we called, this had already caused delay.
Update 25th September. No progress. Apparently there really is only one person who can help and he is away until 30 September and nobody else has access to his diary. Therefore every single customer with problems is simply left hanging!!

bath with shower screen
deliver took three attempts and was a communication horror parts were missing from the bath ( the suggestion was that it would be quickest if we source the parts ourselves locally)
two months later the missing brackets arrived
then when we open the shower screen for the installation we find it cracked and it falls to bits and
the bathtub itself is good quality however the process has been distressing and perhaps a matter for trading standards.

Well I made my order a month ago paid for 5 day delivery- Item has not been delivered or materialised, customer service is poor at best and continue to tell me the item will be picked up and delivered next day, they then told me the couriers have forgotten my items and then again could not fit on the van! I then finally get told my item will be with me tomorrow to be sent an email at 5.30pm to say there is an issue with the courier! I've now ask them to send me pictures of my item boxed up and labelled ready to be sent to me! still waiting! Ive had to cancel the bathroom fitter twice and now i've lost my slot with him! I wish I could or read the reviews on this company before I parted with my hard earned money, Please do not order from this company, My experience is that bad i've had to register and leave my first ever review on a company to try and help someone else not falling for this inconvenience, I truly hope this helps someone out to avoid using them.

5/09/24 update today i've called over 10 time and each time I give my order number your staff put the phone down on me- I call of my wifes phone and give an incorrect order number they look for it and say they cant find it, I then give them the correct order number and they immediately put the phone down- Order number 46137- they have now told me for the 11th time my order is due to be picked up today 5/09/24 if the order is not delivered tomorrow I will name your customer service staff who have been rude unhelpful- put the phone down/ not called back- answered then not spoken etc and this was just today's experience!

6/09/24 deliver of two shower bases which look like they have been in storage for 100years- definatly not brand new-the rest of the shower cubicles were missing from the delivery- no shower glass cubicle- riser kit- nothing else just two old shower bases-
called customer service who said they would call me back, and surprise no call back, so ultimately still can't do anything until the rest of the items are delivered

My experience with JT Spas has been nothing short of a nightmare. I placed an order for over £1,100 on June 28th, 2024, and what followed was a series of infuriating delays, broken promises, and complete lack of communication. Despite their assurances, my order was never fulfilled, and when I requested a refund, I was met with endless excuses and delays.

After canceling my order in late July due to their failure to deliver, I was told that my refund would be processed within 7-14 days. That never happened. I had to constantly chase them via email, and their responses were always vague and unhelpful, blaming my bank for delays even though the refund was supposedly processed on August 5th. It’s now nearly September, and I still haven't seen a penny of my money back.

Their customer service is abysmal. Every bit of information I received was only because I chased them down. Phone calls went unanswered, and I was left in the dark about the status of my refund. This company clearly has no regard for its customers and is incapable of fulfilling orders or issuing refunds in a timely manner.

If you value your time, money, and sanity, avoid JT Spas like the plague. I’m now forced to escalate this matter through my credit card company and report them to Trading Standards. This is by far the worst experience I’ve ever had with any retailer. Absolutely disgraceful.

Awful. Awful. Awful. Do not buy from this company. It seems everything is great unless something goes wrong!! First my whirlpool bath was lost and took 3 weeks to be delivered. Then it didn’t work and JTSpas refused to rectify the problem with payment for a call out. They blamed installation which is impossible as this only involved connection to the waste and electricity. I have repeatedly asked that a manager contact me to help, but they never do. I have now agreed to pay £252 for an engineer (as I feel I have no choice) and still I am being ignored and nothing has been arranged. It is now more than 2 months since I received the spa bath and no resolve. Their customer service is disgusting. I am now £1350 out of pocket and stuck with a bath that not fit for purpose. Shame on you JTSpas!!

Update. Today is 3rd October and the bath has finally been collected after 5 months of stress and the worst customer service I have ever experienced!! After receiving a disclaimer which I was required to sign exempting JTspas from any of their legal obligations and a request to pay for an engineer to visit, I took legal advice and refused to do so. I claimed my money back through my credit card which was paid back in full and JTSpas did not even attempt to defend it, as they knew damn well they didn’t have a leg to stand on. I haven’t received as much as an apology. My advice to anyone in the same situation is not to be bullied, contact your bank/credit card and do not give way to their demands.
Also don’t believe the reviews on their website. I have left several negative ones and surprise, surprise they do not feature!!

I ordered a bath from Jtspas and needed a quick delivery. I was told express delivery was 3-6 working days. The courier Aztec couriers of Hitchin rang to confirm that they will just about make the 6 days or maybe 7 as Jtspas only pay them for economy delivery and it had already taken 4 days to dispatch it. On ringing Jtspas I was told that it is within guidance and that is true, but it is obvious they will never make 3 days. 6 days and £49 for express seems excessive. On messaging Dawn at Jtspas I was told Which couriers are Aztec? As this is not the courier we use? I had spoken to Aztec, had a call from them displaying Aztec so take it that it is Aztec. Do Jtspas not know their own couriers or are they just being farmed out?

Brilliant service, love my new bath.

Well informed on the progress and delivered as informed.

Review edited....Decided to order despite all the negative reviews because the prices are the best I could find. Money was immediately taken and information as to when delivery will be vague which isn't a great start. There was delays of over 5 weeks, which was down to 'Supplier production issues' however, when the website says stock available I assumed they held items in a warehouse and now I'm guessing not and it comes direct from the Supplier. I think it would have been proper to have been advised of the delay and not kept waiting. So their 5-14 working days turned into 5 weeks which turned into 12weeks. I can't deny that the Sales person I dealt with was prompt and courteous and offered an alternative and now finally a refund but it has left me out of pocket for 6 weeks to date assuming my refund is processed fairly quickly.

Simple to order and delivered at the correct time. Had it a few week but only just fitted. Recommended shower. Far better than our old one.

Rang before I ordered as the item I wanted was out of production but the JTSpa 's sales chap confirmed there was still stock. So I ordered the item.

It arrived far quicker than I was expecting - though I had no emails to say it was on its way.

Opened it - it's the wrong colour.

Contacted them and sent pics etc but no response so far. Will see if they can resolve this in the next few days.

UPDATE 8 JULY 2024.
As per the reply from the company they do seem to have been wrong footed by the supplying company and once the issue was identified and supported with photos they arranged pick up of the item. It did take a while longer to get back to them but after emailing them I've now had it confirmed that a refund has been issued.
Changed review to 4 stars based on overall result. Would have been 5 had the right colour panel been supplied...which led to hassle to resolve.

Brought an Insignia shower from here, 2 years later I needed the old VAT receipt reissued. Call the office and receipt was re-sent out within minutes. Plus upon a conversation with them about a minor build floor on the insignia the sales rep sent out additional material free of charge to help rectify a manufacturing issue. Fantastic service.

JT spas : Horrible service & dishonest - late delivery and badly broken items

TOTAL £2,448.10
Order number : 45197
SKU: LWB21-18Jet
Arianna 1800mm x 1150mm Large Double Ended Whirlpool Bath 18 Jets Encore System

My review : Ordered 2 bathtubs on the 19th of December 2023. The promised time of delivery was 14th of Feb 2024 bathtubs arrived end of March : 40 days late !!!

Item arrives broken :
1 of the bathtub arrives broken and I sent them a photo and an email the next day.
The response I get is basically a very standard message sending a .pdf on how to fix it yourself ! I mean the damages are bad and even 2 plumbers on site are not sure how to actually fix the non standard broken parts (plastic covers and pipes that are essentially hard glued to the shel)

After 7 emails and phone calls I finally manage to have someone that tells me :

“ I have managed to speak to the engineer. There would be a charge of £79 to send out the spare parts to fix your bath which I can send you a quote for it and once that’s paid we can send out the parts.”

(…)

“ We take great care to ensure that all items are delivered to you in perfect condition, so it's distressing to learn that your order arrived damaged. However, it seems that the damage occurred after the delivery, as the item was handled post-delivery.”

> So now out of nowhere it’s suddenly my fault if the items where delivered broken and I have to pay for the repair kit?!

After another call, I have been unable to speak to any senior member of staff, and I received this message :

“I have spoken to management and they have agreed to reduce the amount to £49”

> This is my objective experience so far and review of my experience with JTspas and the “sales team” in 2024.

I will post a follow up if they actually take accountability.

I told them I was potentially going to order 6 more bathtubs as I am currently building more accommodation on site. Not even interested in realising the potential loss.

We ordered a Lisna Waters LWST White Corner Steam Shower Whirlpool and Airspa Bath 1350 mm x 1350 mm from MCK International Ltd TA / JT SPAS Ltd, Unit 12A, Willowbank Business Park, Willowbank Road, Larne, Northern Ireland BT40 2SF
JT SPAS Ltd took all the monies for the order 28103/170820/94 on 16/08/2020 for an airspa shower/bath. Despite an express delivery was paid the product was delivered much later than supposed to be.Their driver recognised that the products were dispatched and packaged incorrectly a day before the delivery from 28/08/2020 and as a result some damages to the
bath and all the glass broken has been discovered upon delivery.
The bath packages had been damaged as well as
all the glass screen.The driver has agreed to call their suppliers and insisted to accept the delivery as it is
and the damaged remaining items were replaced only 3 months later.The driver left failed provide any advice/delivery note It was reported couple of scratches to the top channel
flashings on 3 panels and faulty glass rollers as the strengths of the door brackets were not strong enough as it fails to
hold the door glasses.That would be a serious accident if someone will have the glass dropped on their
feet toes. As a result, the bath cannot be used safely and was not delivered and is not working as advertised. The provided frame was shorter by at least 10 -15 mm and the dorr glasses could not fit in the frame. Also the electric panel is not working all the time and switching off and not being able to reconnect for months. The pipes burst in less then a year causing defects to the ceiling below. Despite numerous emails with lots of pictures and videos had been sent and lots of phone calls has been made nothing has been sorted by the JT Spas as well as their dealers from Lisna. We have an ongoing court legal action for 3.5 years. We think we are entitled for a compensation for loss of enjoyment, distress and inconveniences for failing to provide the product in good order causing delays, damaged and faulty parts for over 3.5 years in a row.

Absoutley Terrible we had to wait 3 plus months for delivery now it came items are missing and they don’t reply or help. Stay well away this is a con company. Read the reviews guys stay well away there rude and simply ignore you and send broken items dropshipped

The bath arrived but is missing the side panels I am happy to send photos to trustpilot to prove this experience is genuine and a total joke
…..

Note
I have had one call this morning from jt spas who have then sent me an email to say they will put this right within a week. I will update this review once the items are recieved: I just hope the one week promise is kept and not like the bath which was promised in weeks and took months to arrive. Jt spas please show me that your a reputable organisation and keep
Your word.

We ordered a large expensive 10mm glass walk in shower screen with a brace to support it. We have to admit that we had the article for some months before we opened it as we were not ready to fit it but it was kept safely and the packaging was clearly not damaged. When we opened it we found a large chip out of the top corner of the glass that could only have happened at manufacturing because it is toughened safety glass and anything that would have caused such a chip after manufacture would have caused the glass to shatter. The company where very unhelpful and told me I should have reported the matter within 48 hours of receipt. In addition I ordered brace for the glass and despite ringing them and asking if it was the correct item (and I was advised it was) when we received it the clevis that fits over the glass was about 2mm too small to fit. I was advised by JTSPAS to loosen it but it was a cast item and there is no way to do so. They were unhelpful and refused to accept that the product was faulty. I have seen numerous reviews on here advising they supply faulty products and would agree with that assessment. Do not order from these people.

Re the response below from JT spas I have already sent them pictures so they know what the damage is and refused to help

VERY VERY POOR after sales service
Our bath had a crack in it after the first filling of it.
We contacted the company who were not interested at all We had followed correctly all the fitting instructions but they just said it was our fault.
I tried discussing it and emailing loads of times have now had to give up without success. This is my first ever trust pilot review I just felt I should warn people.

Terrible service. We paid £50 for express delivery and despite the driver being told on the phone that someone was coming, left after 2 mins.

JT spas customer services wanted to charge us £80 for redelivery and were stubborn and rude about it.

We’re also still waiting for a refund after 2 weeks.

Avoid at all costs! Boo!

We ordered a shower set (D shaped basin & sliding doors) several weeks ago as part of a bathroom renovation. The plan was to have everything delivered prior to us going on holiday for 2 weeks and stored in our garage. The products appeared intact when delivered, no marks on any of the packaging, especially the shower tray.
Monday 6th November the renovation started, on Wednesday we stripped apart the plastic shrinkwrap and polystyrene. We saw there was a 5p coin sized chip on the edge of the shower tray. It seems obvious to us someone has placed the polystyrene covers round the shower tray and ignored the clear fact that the tray was damaged.
I phoned the company around lunchtime, emailed pictures of what we had just done (polystyrene cover in place, chip on the tray) then waited for a response
You can probably guess the response? You should have fully inspected the products with 48 hours so any replacement is to your cost.
Having explained the situation in my email I was not surprised at their answer but I and the team doing the renovation were rather miffed (there were a few choice expletives) that they took no account of their part in dispatching a faulty product.
Poor customer service and I have no doubt will someone else will receive something faulty that should have been obvious to anyone preparing the product for dispatch.

Refused an exchange.
Bought a corner whirlpool bath, stated would take 6 weeks to be delivered. Took 14 with me having to chase it up before any communication from them. This lost my date with installer. When they took upstairs for installing I saw that head end and controls are on the wrong side that I ordered. Contacted the company for an exchange but didn’t want to know even that this was in their 45 day exchange period. So wrote to and emailed one of their directors who has totally ignored me. This has caused me a lot of stress and has taken all the joy from it. So now seeking redress through my credit company and legal advice. Once they have your money they don’t want to know.