- Exceptional Service & Professionalism
- Knowledgeable Staff & Excellent Aftercare
- Poor Communication
- Product quality/ Responsiveness
- Poor After-Sales Service/Lack of Follow-up
This summary offers insights into customer feedback from various sources, including Trustpilot, Google, and Facebook.
It highlights key positive aspects, areas for improvement, common pre-purchase concerns, and unique feedback, supported by real customer examples.
The goal is to provide a clear, balanced view that enables potential customers to make an informed decision.
Heavenly hot tubs
What did most customers enjoy?
1. Exceptional Service & Professionalism
“Great service from a family run company . From initial contact to install I could not fault heavenly hot tubs .
No hard sell and asked exactly what we wanted and recommended a few things to make our hot tub amazing. On delivery day we were there to help move it around and get into place and gave us pointers etc on how to use and get the best from our tub!
Thanks for such an amazing experience and made us feel valued. More than 5 star company! Can’t recommend enough.” - Google
“Great service from Jon from start to finish. Having had a bad experience with another company I was ready to get rid off the hot tub.
Jon and his daughter fixed the issues I was having and restored my faith there are great companies out there that work in a professional manner and go out their way to help customers." - Google
“I recently had my hot tub serviced by Heavenly Hot Tubs, and I couldn’t be more impressed with the experience. From start to finish, the family team were professional, punctual, and incredibly knowledgeable.
My hot tub is older and I didn’t buy it from Heavenly, but that didn’t stop them from being super helpful.
They managed to track down a new lid and a heat pump to keep it running efficiently.
I was really impressed with the service and highly recommend them to anyone." - Trustpilot
2. Knowledgeable Staff & Excellent Aftercare
"We would not hesitate to recommend Heavenly Hot Tubs. Our previous hot tub was 9 years old and although still working fine, we were looking to upgrade it.
We contacted a number of different companies, however Jon, Heather and Elle were by far the most helpful.
They replied promptly to emails and messages, made recommendations so that we chose the best replacement and were fabulous throughout the entire installation!
We have now had our new hot tub for a few weeks and couldn’t be happier!" - Google
"Very helpful and informative from first going to view the hot tubs to delivery/installation.
We originally chose a wood fired option but we had issues with 3rd party approvals. Heather & Jon were very helpful in facilitating our switch to a Fisher 5S model instead.
We were really keen on getting delivery asap, we ended up getting the delivery/install in a few days from order due to availability. We were very happy with service received and would definitely use again." - Google
"Bought a hot tub for our holiday let from Heavenly Hot Tubs. From start to finish it was simple and easy.
Many thanks to Jon and the team for a seamless install even if they did have to travel all the way to Aberdeenshire to install it.
Made sure we had all the right advice on set up and maintenance. 100% will be using these guys in the future." - Trustpilot
Heavenly hot tubs
What disappointed customers?
1. Poor Communication
“I wouldn’t recommend Heavenly Hot Tubs & Swim Spas at all. We paid an eye-watering call-out fee, and then waited over a month just to receive a quote.
When it finally arrived, it was just over £1,800 — an absurd amount considering the required part was bought for around £80.
The only time they bothered to get in touch was after I left a one-star review, and requested I remove the review so I could get the quote.
They seemed far more interested in having that review taken down than actually helping. This one’s staying put.”– Google
"Really really disappointed- started off good but being trying to get John to contact us about installing the new pump we require ( after having to source it ourselves ) since the 25th of July with no response !
Ok if you dont want to do it just tell us - now have another company doing it within 2 days !!!!" - Trustpilot
2. Product quality/Responsiveness
"We bought a hot tub from Heavenly Hot Tubs with a 2 year warranty. Just before the warranty expired we were refilling it and touched the water to check the temperature.
We both received a shock from the water which was very worrying. We contacted Heavenly Hot Tubs and were told the warranty had expired and he would only come to have it fixed if we paid him £250 + VAT.
We obviously had no intention of paying that due to having warranty. Over the next few months and many e mails to and from Jon Mulligan we got nowhere.
He even told us to have our own electrician look at it (at our expense) He had told us it was a "component fault" but still refused to come unless we paid £250 + VAT.
Eventually we had no choice but to take him the Small Claims Court. It was agreed with The Sheriff that he would come and fix the fault at no cost to us. He did fix it then.
We could not use the tub for almost a year and the customer service from this company was truly appalling." - Trustpilot
"Avoid! This company sold as a new hot tub at 10k and a maintenance plan. The heater broke down after two weeks. Then the control panel went.
The customer service was the worst we have ever had. Finally the manufacturer came out and told us there were parts in the hot tub that shouldn’t have been in.
So our new hot tub was reconditioned. Go elsewhere if you want new products and acceptable customer service." - Trustpilot
3. Poor After-Sales Service/Lack of Follow-up
"My reviews seems to have been taken down. Absolutely dreadful experience with this company and have original on saved if this is taken down again.
Just to update everyone I have only had hot tub for 18 months and developed a fault and despite being told only dealer in Scotland now ignoring my request to fix so have contacted trading standards.
I wouldn’t let them near my house if I had a choice but don’t have any alternative unless I pay" - Google
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Heavenly hot tubs
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