Tubs2U

Mr Dean Morley

Deansid Manufacturing

Unit D, Sovereign Park,

Breda Road

Hartlepool

TS25 1NN

Contact Number 0788******* *th November 2018

Dear Sir’s

Re: Windsor Hot Tub Order PINVLS201****PF

Having had no response to my emails I have had to expend valuable time in compiling this letter to Tubs2U to receive communication. I do require a reply. This letter is hoped to outline our displeasure and resolution to that displeasure.

We ordered from you a therapeutic hot tub for the use of my disabled wife on medical advice. Since 15th August and installation, we have not been able to use the Tub for its intended use, due to Tubs2U or Deanside Manufacturing the supplier.

Tubs2U as a company have not performed as expected in providing the expected service as advertised and led to believe in the contract we have.

We are very disappointed at the delay in receiving goods, the goods received and still await promised goods of our order. We have experienced, misrepresentation of goods to be supplied, exceptional delays to supply said goods, an incomplete order after 3 months. Also missing amd misleading information has not been explained. There is also the fact that there are many issue s over communication with your company especially with the reluctance to respond to emails.

On a considerable number of occasions, over the past three months since 15th August 2018, six months plus after the order was placed on 30th April 2018. We have requested continuously the delivery of missing, damaged or not supplied items relating to the Tubs2U deal that we paid for and entered into contract with.

The repeated response to telephone calls has always been that the items “are not in stock” a “new Supplier” or “delivery will be next week”, “or next week, or next week etc.

The complaint is not about Tubs2U being liable but is about the company being responsible in contract for the advertisement, sale, providing the product purchased, service and delivery of goods in a reasonable time frame being honourable in business.

The huge but minor problem that Tubs2U have made is as follows.

There is the total lack of written communication via email and recorded delivery postal letters. No response to emails from Enquires and or after sales. No telephone calls from Tubs2U have been received. A record of emails, letters can be supplied and an example of the phone call logs included in this communication to substantiate our displeasure and frustration.

1)Why is it that there are so many emails of mine unanswered?

2)Items in the purchase/contract to date have still not been supplied.

a)I have had to repeatedly request items of the deal to be delivered.

b)Having had three months since 30th April to 15th August 2018 to gather the complete order together we are still waiting over six months later for that order to be honoured.

c)The repeated response I receive to all telephone enquires is that there is a “delay in supply” or “not in stock” etc

d)This brings in the question can or will Tubs2U honour its stated obligations in accessories and Warranty..

3)Still outstanding is a lid/cover, In 2017, Tubs2U states it provided hard back covers/lids and this stopped in Jan. 2018.

4)There is no and has been no statement in any of TUBS2U documentation or web site to say/indicate/state that TUBS2U DO NOT any longer supply hard backed lids/covers with a hot tubs after January 2018.

a)In fact the opposite. From the only adretisement seen there is no discrption of the cover or statement but indications that it is a hard back, as per information later in this letter.

5)

a)For a hot tub to be efficient there should be no heat loss or little, therefore it needs a lid/cover from the outset that is removable on a daily basis for ease of access.

b)The cover/bag provided and not described is neither easy to remove nor aesthetically pleasing to look at.

c)It is also not stated in any of the documentation that a lid/cover is available or priced separately for purchase.

d)The cover mentioned in the sales advertisement documentation is not descriptive at all the wording should be such as to portray that it is a silver thermal enclosure bag is supplied and does not match the tub purchased.

e)The cover is in fact a winter storage cover as can be seen in ant cover advertisement.

f)Or, if purchased separately at a cost you can have a hard back thermal lid for use with the supplied lid lifter.

g)The cover provided is functional and ok for winter storage only.

h)Hot tubs examine display that a hard cover is a natural accessory and all people spoken to regard this as a natural feature of a tub which is most usually place outside.

i)The supply of a thermal lid has never been declined/stated/refused or refuted by TUBS2U in the 6 months since we ordered and or emailed/phone TUBS2U (many times).

j)Your email states “lid”. A lid this is much different to that of full cover and implies a hard back lid which one would expect with a hot tub.

k)The cover received is not that described as it is not described at all.

l)

6)The statement from Tubs2U lid/cover lifter wording below indicates that a TUBS2U cover is supplied or available, otherwise why provide a lid lifter.

7)From the Tubs2U email is I quote

a) “Firstly the cover lifter was a free accessory gave in the spring sale deal that your ordered.” NO lifter has been supplied or received.

b)From the lifter and accessories update:

8)

9)

a)The flimsy cover supplied (above) is of the value of £199.99 as stated by Tubs2U who have reluctantly, after time, agreed a credit note to this value. No credit note as yet has been issued no further correspondence has been received on the money.

b)Why supply a bag/cover at a cost of £199.99 when hard back covers cost in the region of £250 to £360.

c)Cannot the credit note of £199 cover the cost of a hard cover with the stated free lifte essential for its use?

d)The current bag supplied is only around 1 to 2 kilo weight possibly will not fit over the lifter supplied free that does not require a lifter.

e)The description also states “avoid heavy manual work”.

f)The photos and communications sent indicate the tub is for outside use as a feature.

g)When emailed with pictures I asked if I had left enough space for the lid to be stored against the fence, this was confirmed.

h)I suggested I could buy a lid from Amazon and have it delivered in 3 days with pictures. This was not accepted or responded to.

10)Wifi

11)

a)Balboa - not yet attempted due to the 3 months of delay and enforced non usage of the.

12)These items had to be requested more than once.

a)This has arrived and is incomplete – no test papers supplied, I had to buy my own from Amazon with a next day delivery.

13)Received fitters, I think,

a)one of?

b)No manuals

14)No explanation has been given for the Tubs2U statement “Insulation Foam” already pointed out several times. This is not Mylar which is also stated on the add.

15)Only ONE bottle received more are promised but again none in stock and we wait yet again as of 5th Nov 2018

16)

a)Steps, received after again requesting more than once.

17)No instruction manuals were supplied or informed of for correct operation of the tub.

a)I had to locate these myself.

b)Finally I received them after contacting enquires.

18)No fault diagnosis issues provided as when trying to set up the tub.

19)Noisy bubble/jet selector knobs reported –

a) no action taken by Tubs2U.

20)Spare parts reported as missing or damaged were supplied

a)no assistance as per warranty in fitting was received.

21)The warranty should and is in questioned given the poor organisation and communication skills.

22)A response to clean out the tub after its 2 months of forced unused (images supplied) in reply to

a)Tubs2U email was sent –

b)No action taken by Tubs2U.

c)

23)The means taken over 2 months of unused to protect the tub until the imminent arrival of the cover that took 2 months when covers were available.

a) Tarpaulin

b) Gazebo Cover

24)With the expertise and professionalism claimed by TUBS2U the matter of a cover should have been in question from the start of the order or seen in Tubs are a garden feature and in this case therapeutic for my disabled wife.

25)We are offered a £199.99 credit note and it has been established that TUBS2U do supply hard cover lids at their disposal as per the information mentioned. The credit note is to be used solely for accessories, these have already been almost supplied but resupply would be faster through Amazon, B&Q, Ebay, etc., cheaper, as there would be a delay in supply by Tubs2U.

26)There is no reason that this credit note should not cover the hard cover expected also there is an issue of the errors/issues/poor service/lack of supply etc.

a)Our, my time is very important and costly as a carer,

b)We have lost valuable use of the tub medically and incurred exteme frustration by poor service.

c)This should never have happened and unfortunately Tubs2U are solely responsible by its poor organisation.

27)Below is the example of Telephone calls made chasing up missing/not supplied items excluding mobile calls.

In all the service and receipt of goods has been staggeringly poor, inadequate and misleading. Communications have been very poor almost non-existent we need a settlement to this order that as yet has not been resolved by Tubs2U with haste if not immediately.

This letter and others will be sent by registered letter as a records of notification. We look forward to your immediate response.

April 30th the day we ordered a teraputic Hot Tub for my wifes disability.

Delivery 15th August 2018

Missing One Hot Tub Cover today 21st October 2018 9 weeks later

Arrival a cover or is it a freezer bag turned inside out.

Our Teak and Blue garden feature is now a silver blob on our decking.

If we had wanted a silversided Hot Tub we would have ordered one so we ordered a teak feature for our decking and a SOLID brown cover to suit.

Without the cover the tub cannot be used so we covered it as best as possible, tarpaulin Gazebo until this bag arrived 9 weeks after delivery. Bear in mind a cover as shown can be delivered in 3 days from Amazon and Ebay.

The pictures show our efforts to reduce contamination to no avail and what we have is ..............................we a credit note od £200 not received when a hard and correct cover is £369 on Amazon.

You cannot obtain £200 worth of accessories from Tubs2U especially when £600 was in the order and has not arrived.

No letter of appolog from the company or compensation for the time taken to pursue this poor BRITISH company

I dealt with this company when they were called hotpricetubs.. same company, same premises, same director/owner... just a name change.

My review -

Published Tuesday, January 30, 2018

Updated Sunday, March 11, 2018

THE WORST AFTERSALES SERVICE .. simply awful !!

The tub itself was fantastic. We had initial issues getting the couple of damaged panels replaced. Took a few emails before they sent them but it wasn’t a big issue as we could still use the tub. And we happily used it most days for 9 months until we had an issue with it and contacted Aftersales to get it sorted.

This was on 27th November.

Despite my giving them updates on the issues while we waited for the engineers visit and then promising he would be aware and have all he needed to fix it, he didn’t. He arrived after 4pm in the dark, fixed one issue which was the control panel , didn’t seem aware of the issue with the jets not working, diagnosed a faulty pump and promised a visit the next week to fix it. After that the tub stopped heating up so I emailed them to tell them so their engineer could be told and they promised they would update the engineer.

Since then Aftersales have been a complete joke. They never answer their phones- once I spent 50 minutes on hold only to get cut off, I leave voicemails and they are ignored, i email and they rarely reply, I try every means to get them to answer me (through sales and logistics, through messenger and twitter) and eventually they do but they make promises they don’t keep and blatantly lie.

I’ve been promised visits on certain days and they don’t bother turning up or contacting to say they aren’t coming.

The one time an engineer did turn up in January he hadn’t been told what was wrong so didn’t have the right pump. This was despite Aftersales promising that he did have the right parts and would definitely be able to fix it!! I discovered later that they didn’t even have the right parts at their base!!

Since then 4 visits have been promised. 2 they just didn’t bother turning up and the last 2 they cancelled stating the engineer who was due to come is no longer with them so they would rearrange and get back to me by the end of today. Surprisingly they haven’t !!

In the middle of all this they keep sending me texts asking me to book a service and it’ll cost me £250!!

Oh, in one attempt to get in touch with them I phoned the number on their emails... mistake.. I got a phone bill with almost £50 charge on it all for being on hold to no one because I now realise they ignore their phones!!

I was promised a refund by one of their employees but I’m not holding my breath.

If anyone leaves a message on their Facebook page that’s anything less than complimentary, they just delete it. I know, they have deleted 2 of mine without replying to me and when my son left messages saying how bad Aftersales were, they deleted them and blocked him.

I’ve had over 2 months without a working hot tub, I’ve been lied to and ignored and am stressed beyond belief with it all.

I emailed the owner, a Dean Morley, twice but he obviously doesn’t care because he hasn’t replied either.

In summary, don’t bother using this company because they really don’t care about their existing customers. The owner doesn’t even care!

UPDATE..

It took almost 3 months of upset, stress and frustration but we Eventually got the hot tub fixed after dealing directly with one of their engineers who was honest enough to be totally truthful. From what he said it’s clear they never had the part needed to repair the tub despite them repeatedly telling me they had and they made promises with absolutely no intention of keeping them. The engineer took things into his own hands and went and bought a suitable pump and the hoses required to make it fit on his way here and then managed to get the new pump fitted & working.

I can’t describe how stressed this whole episode made me.. I don’t think I realised until it was finally done with and I ‘crashed’.

I was on the brink of just getting it fixed by someone else but I didnt want to let hotpricetubs Off the hook when it came to honouring their warranty.

Now out of warranty and I will have nothing more to do with them other than still trying to get a refund off them for those phone calls they ignored.

I repeat .. Don’t bother using this company.. they don’t care!!

So today, at long last, the original company died of death from overwhelming warranty claims. Scamming until their last breath, and then low and behold, they make a sequel.

Probably the worst company in the industry world-wide, avoid at all costs. Shipping Chinese spas in pieces and then assembling in the UK to awful standards, doth not a British spa make!

No remorse, no shame, just a carbon copy scam.

Same company, same people. The smart one got out, but the dumb one dragged his father into the equation as his new partner.

If you want relaxation, get a proper tub from a proper company with proper warranties that are honoured.

If you want a festering broken eye-sore in your garden to remind you of how you were scammed out of ££££, then carry on.

AS FEATURED ON BBC NEWS - HOT PRICE TUBS 2 = TUBS2U

Dear Sir or Madam

Knowing full well this therapeutic hot tub is for my disabled wife.

It has now been 2 months since the delivery of our hot tub on 15th August 2018 which is unusable until complete.

Our order was place on April 30th 2018 which is now 6 months ago.

So far Tubs2U have failed to:

•respond to my many emails,

•failed to comply with my many phone calls (all Logged),

•failed to refund the cost of the thermal cover despite promises from a Sophie in after sales and Jack Griffiths in Enquires

•Provide a thermal cover as per the contract/agreement for which you have received payment in full.

•Failed to respond to registered letters sent to the management/directors/managing director.

Tubs2U Have promised and misled us into believing that:

•The cover is on its way the day after delivery

•The cover will be with you by 24th August 2018

•The cover will be delivered every subsequent Friday since August 24th

•It’s at Heathrow

•It’s in Customs

•It’s at Manchester

•It’s the wrong one

•Tubs2U will refund the cost of the cover,

•Provide complimentary accessories, no received

•No sincerely meant apology.

Mr R A Sawyer

Another week of my life wasted dealing with this horrendous firm save yourselves a world of pain and stay well clear, is my advice, I didn't relise how low people can stoop until I unfortunately came across this lot, read the reviews they all sound to familiar to be wrong! We were told last Friday a credit note had been issued 3/5 working days all sorted! Guess what not sorted just more lies...

Our company had to do a engineer over view for a legal case. When one of our dealers visited site we were totally shocked at what we saw from a 3 week old spa.

No thermal insulation of any kind, very poor fitting exterior panels. No electrical bonding on pumps frame etc. 3 leeks that we could see. And by far the major problem was shell delamination all ready.

We can clearly see why out product was 2k more as firstly there was no comparison with quality warranty or service. As we said to the customer if you had bought wise you would have had a tub that would last you 20 years with some care.....

Spend tour money wisely and go elsewhere, I have had my Hot tub a little over a week now and when delivered they tell the drivers to not tell you about the missing lid and other promised products from the offer that was in place at the time of ordering until the tub is on your property, that way you can't really refuse to take it. My products were promised to me after numerous of my phone calls but are still yet to arrive.

Upon filling my tub I found that instead of it switching itself off after 20 mins like most other tubs, mine switched itself on and kept running on full power all night. My electrician the next day found that the tubs 2 speeds on the motor had actually been wired the wrong way round when built in the factory. I sent Tubs2U a message stating what he had found and all they could say was "glad you've now got it sorted" since then they will not communicate with me at all so I guess that means the warranty is not worth the paper that it's wrote on either. I have worked damned hard to earn the money for this tub as a treat after 2 years of building works on my property and Tubs2U just walked rough shod all over me and they will I promise do exactly the same to you.

Use this company at your peril. There are other company's out there that do cut price tubs in a similar price bracket who have great feedback so I suggest very strongly look at them first.

This company are an absolute joke, totally ignore trust polite reviews as most are fake with the people reviewing same companies.

This company is just a bunch of liars & theivs!

Paid our deposit in may told 8-10 weeks delivery so got all the electrical work in place & done. Delivery day came no tub we were told we shouldn’t have been given that date as it was not right...

2nd delivery date no tub told this time even tho we had paid in full now the other two tubs on the same delivery van hadnt been paid for so ours wasn’t coming as they only delivery with 3 on the van... 3rd delivery date no tub apparently they were stuck in Essex...

lies lies lies told me I’d have my refund in 14 days it’s now day 19 no refund just more lies from the useless staff who rip you off! I hope they get shut down bunch of crooks

delivered broken hot tub at 12.40am... dragged it off back of small lorry with cardboard. was left on driveway.

cost me £1000 to crane company who left as they did not deliver on time.

they had to come back next morning and charged me a further £600.00.

leaks water all over garden, just empties its self.

still waiting for all my order.

has broken pump, light and speaks are glued in, pipes are off.

In huge dispute with company, not compensation has offered.

i waited more that 4/6 weeks as agreed for delivery.

I have just had a nightmare with company, i think they are a small business doing this from home, and there is about 3 managers who you can never get hold of.

they always email never call, unless its withheld numbers.

its just an entire shambles. they need shutting down.

Tus2U is there trade name but they are registered with a different name, problably to avoid paying tax.

go to a proper company for your order

Purchased a hot tub in November 2016 from Hotpricetubs and have multiple issues with it ever since like many other customers. They have so many negative reviews, court judgements and trading standards complaints they are re-branding as tubs2u.

This is the same directors selling the same cheap Chinese components. They claim to be British made tubs but they are shipping the components from China and bolting them together in this country. These tubs do not last two minutes and when they eventually break, you will have months of hassle trying to get an engineer out to service it under the warranty.

They were unable to fix my tub and told me I would get a refund/replacement under the warranty but since then they have avoided my calls, messages and emails. Currently going through the courts for a refunds like many others.

Check out the reviews for hotprice tubs before buying here.

Like pretty much everybody else who has purchased one, I wish I had paid a little extra for a tub that would last more than two minutes. Now left with a useless, unusable giant eyesore dominating my garden.

we have had on ongoing problem with out Americano hot tub we bought in 2015.the water fountains keep cracking and causing massive leaks,we have now replaced them on 4 seperate occassions,we contacted TUBS2U when it first occured and they did not reply,we have since contacted them ,but they dont want to know and offer no help whatsoever,best avoid purchasing from them,the customer service is non existant and we are left with a tub we cannot get use out of,is costing us an awful lot of money and is under constant repair,we have had no assistance from them,either to repair this ongoing fault,send us the parts we need to arrange our own repairs or offer any sort of appology or advice