Matthew Askew

Review of Blue Whale Spa

Avoid Bluewhale spa like the plague, they are the ...

Avoid Bluewhale spa like the plague, they are the shoddiest company I have ever had the misfortune of dealing with. After over a dozen engineer visits, verbal abuse and unbelievable arrogance, I have finally got my money back after taking court action through moneyclaim online, I suggest anyone with problems does the same. Bluewhale Spa - Guaranteed to leave you feeling blue!

This is a genuine review, you couldn't make it all up! If you want all the details read on...

My problems started on day one. I should have been cautious after noticing that every hot tub they listed on eBay, under the name Dolphin Spa, appeared to have the same people, with zero feedback, bidding on them. To my regret I ignored the warning signs.



During the 2 weeks I was waiting for an engineer's visit, the hot tub stopped working altogether. I was told it was probably the water sensor and that the engineer would fix it. When he arrived, not only did he not know how to fit the Bluetooth but the water sensor was not on his call sheet so he wouldn't look at it.

On their next visit the 'top' engineer insisted it was not the water sensor and proceeded to spend three hours replacing the motherboard. After that failed to fix the problem he realised it was a loose wire on the water sensor, a two minute job! The new motherboard was not compatible with my hot tub so now the lights had gone from around a dozen colours and functions to about 4 and I had a botched side panel with 2 redundant speakers and a Bluetooth control panel half way down that couldn't be reached from within the tub.

My partner spent countless hours on the phone and we endured over a dozen more engineer visits but still the problems remained, sometimes the engineers didn't even bother to turn up. In addition, the heating element had to be replaced after just three months because it stopped working and was tripping the electrics. Initially Bluewhale blamed the electrician that had fitted the power supply.

Amanda, in charge of customer service, is one of the most obnoxious people I have ever encountered. Rude on the phone, talking over you, making empty promises, saying things like 'what do you want me to do about it', the list goes on. It's my opinion she deliberately provokes people so she can refuse to deal with them, which is what she did to us. On the last engineer visit my partner was sworn at by Chris, the 'top' engineer, who had turned up to replace the side panel without actually bringing a replacement panel.

We finally reached breaking point so we wrote directly to the company owner, Jay Han, to ask for a refund. His response was unbelievably arrogant, claiming it was our choice to want the original light functions and not the 'new' reduced functions they had provided. It was our choice to want a properly fitted Bluetooth system and not the botched up job they had left us with. He refused a refund even though the product is not fit for purpose.

In January they came one final time and did fix the problems but that lasted all of three months when the heating element failed for a second time.