- Professional Customer Service
- Fast/Smooth Delivery
- Product Quality/Design
- Delivery/Parts Issues & Post-Sales Support
- Poor Installation/Instructions
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.
Welvaere
What did most customers enjoy?
1. Professional Customer Service
“Very satisfied with the hot tub and also… Very satisfied with the excellent service and correct agreements” - Trustpilot
“The product quality is exactly what we hoped for. We met Christophe in his showroom at the end of August. This visit allowed us to discover the different models and their options, and above all to benefit from his valuable advice.
Thanks to his clear and professional explanations, we decided that same day to order the square hybrid model with all the options.
As planned, we received our wood-fired hot tub in mid-October. I assembled the pump and the wood-burning stove myself:
it turned out to be quite simple, and we were able to enjoy our hot tub right away — as we now call it at home.
Both the sales service and the after-sales service are truly competent, responsive, and pleasant. The product quality is there, just like the quality of the service.
We are delighted with our purchase and already can’t wait to enjoy it with the family during the holidays!" - Trustpilot
"Simply great! Excellent advice during the sales process, clear information and guidance throughout the learning process, and a very friendly professional who installs the hot tub!" - Trustpilot
2. Fast/Smooth Delivery
"Beautiful product. The product is great, and the delivery and installation went perfectly.
The only downside was that it was a bit difficult to get a quote — we had to call several times to follow up.
What’s really missing are written maintenance instructions. Right now, you’re referred to the website, where you have to search for the correct maintenance guidelines yourself." - Trustpilot
"Highly recommended. We are thoroughly enjoying our hot tub — thanks to the great communication from the seller with us, but also with the company.
Our wishes were taken into account. The delivery was clearly communicated in advance and was carried out in a very relaxed, pleasant way.
Compliments to Welvaere!" - Google
3. Product Quality/Design
"We’ve had a Welvaere hot tub for a few years now, and we think the quality of the products they sell is very good.
The sales process, the delivery of the products, and (even more importantly) the after-sales service are excellent.
We don’t know any company that sets the bar this high when it comes to service. We highly recommend Welvaere!" - Trustpilot
"Last week, our Ducktub External was installed, and we are extremely satisfied with both the product and the service from Welvaere. The on-site connection went very smoothly.
Installer Dennis deserves a special compliment – he worked neatly, was proactive, and took the time to explain everything clearly. He was also very friendly and pleasant to work with.
Thanks to his clear explanation, we were able to use the Ducktub immediately without any hassle. A pleasant and worry-free experience from start to finish. Highly recommended!” - Google
Welvaere
What disappointed customers?
1. Delivery/Parts Issues & Post-Sales Support
“The grate at the bottom of the stove is of inferior quality. After firing it up three times, it became completely warped.
After filing a complaint, we were told this is a known issue and that a cast-iron version will be sent once it’s back in stock — but they don’t say how long that will take.
On top of that, delivery in France initially seemed impossible according to the French carrier, because the roads to our house would supposedly be too narrow.
Suddenly we had a problem and had to come up with a solution ourselves. After a lot of back-and-forth emailing, it turned out the road width wasn’t an issue at all and the tub could simply be delivered.
The delivery was left on the road, and luckily the driver was willing to place it on the property. Overall it’s a nice product, but the stove mounting would be much better if there were pre-installed bolts on the tub so you could easily slide the stove into place.
With the current system, you need at least two people to hold the stove in position.
I also think it’s a missed opportunity that placement and assembly are completely left to the customer. If installation and assembly on-site by Welvaere staff were possible, that would be a huge advantage (of course for an extra fee).
Fortunately, we have a neighbor with a tractor who positioned everything, but I can imagine that for many people this is so much hassle that they might decide not to buy this kind of hot tub.
In the end we’re using it and we like it, but when I look at the price versus the quality and service delivered, I can’t give it more than a low 6 out of 10.”– Trustpilot
2. Poor Installation/Instructions
"High-quality product but 2 drawbacks. Perfect product but 2 comments: no instructions in French (I had to use AI to translate the videos which are all in Dutch).
This frustrated me a lot because I couldn’t assemble my wood-fired hot tub on the day I wanted. It should at least have the videos in English.
I also didn’t understand that the wood-fired hot tub had to stay at a minimum temperature of 15 degrees in winter.
That means heating it every day if I want to enjoy it in winter (which is my case). If I had been told this big detail, I would have taken an electric or bio-fuel adaptation to avoid this inconvenience (really a shame).
Wood-fired hot tub unusable in winter." - Trustpilot
"Assembly abroad is not a problem, but the manuals and videos are only available in Dutch!
For a company that delivers internationally, this is really substandard. Luckily there is Google Translate and YouTube." - Trustpilot
"Nice product, but the installation instructions for mounting the heater in the hot tub could be better.
Also the installation of the jacuzzi jets." - Trustpilot
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Welvaere
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