Name: JT Spas
Rating: 4.18

“Very unhappy, came time for plumber to fit the bath which he did very well given the bath we had sent , none of the panels fitted it was like a 1 2 3 from any part of the factory/warehouse the fittings to hold the panels came off some in the wrong places. He had to shape the bath and both panels to fit the bath cos no way were they going to allow it to fit without his skill a very expensive bath would have to have new panels made to fit it along with the saga of no overflows and wastes a very sad buy.”

Helpful Report

Posted 2 months ago

We sincerely appreciate your patience and truly understand the inconvenience this situation has caused. Upon receiving your feedback regarding the missing bath waste with your walk-in bath, we immediately consulted with the manufacturer. They assured us that it had been dispatched along with the bath itself. Unfortunately, it came to our attention nearly two weeks later that this crucial part was not received, a detail that understandably might have been overlooked initially. Our team took this matter very seriously, and although the supplier confirmed the dispatch and inclusion on the delivery note, we recognse the significant impact this has had on your experience. With our sincerest apologies for the oversight and the inconvenience you've faced, we made the decision to cover the cost of the waste kit, ensuring it was sent out to you at the earliest convenience. We are relieved to hear that you were satisfied with the outcome, but we wish the circumstances had been different from the start. Your satisfaction and comfort are our top priorities, and we are committed to making things right when they do not go as planned. Thank you for bringing this to our attention, and please accept our heartfelt apologies for any stress or inconvenience this may have caused.

Posted 1 month ago

“This company is fraudulent, I bought one and they sent me another one thermostatic dual shaker kit unrelated to what I ordered and for the return of the order I have to pay for the postage and it was not my fault, the packaging arrived damaged, I have never been disappointed again SKAM”

Helpful Report

Posted 2 months ago

Dear Gianni,Thank you so much for taking the time to share your feedback with us regarding your experience with JT Spas. We truly appreciate your honesty and apologise for any inconvenience caused. We are deeply sorry to hear that the product you received was not what you originally ordered. We understand how frustrating this must have been for you, especially considering the extra hassle of having to pay for the return postage. The fact that the packaging arrived damaged only adds to the disappointment, and we sincerely apologise for falling short of your expectations. When you called and your daughter spoke to use it seems you received the correct shower valve, but the manufacturer whom dispatched the shower kit directly to you had mistakenly missed off the order the shower head and arm. Once you brought this to our attention we advised we could have this dispatched immediately. At JT Spas, we strive to provide a seamless and satisfying shopping experience for all our customers, which is why we deeply regret that we have let you down. We are determined to rectify this situation for you and make things right. In order to resolve this issue, could you please let us know how we can assist you further? We would greatly appreciate the opportunity to make amends and ensure your complete satisfaction. Your input is invaluable in helping us improve our processes and prevent such incidents from occurring in the future. Once again, thank you for bringing this matter to our attention. We are committed to resolving it to your utmost satisfaction and restoring your trust in our company. Warmest regards, Jtspas Customer Services Team

Posted 2 months ago

“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 trustpilot advising they supply faulty products and would agree with that assessment. Do not order from these people.”

Helpful Report

Posted 3 months ago

Dear [Reviewer],Thank you so much for taking the time to provide feedback on your experience with JT Spas. We truly appreciate customers like you who bring important matters to our attention. We are sincerely sorry for the inconvenience you encountered regarding the large chip on the glass corner of your walk-in shower screen. We understand how disappointing it must have been to discover the faulty product after keeping it safely for since March 2023. We deeply apologise for any frustration caused by this issue and the unhelpful response you received from our team. Furthermore, we understand that the brace bar that was supplied in the box by the manufacture did not fit properly, despite being advised otherwise by our team. We apologise for any misunderstanding or confusion caused by our incorrect advice. Your comment about other reviews mentioning faulty products is concerning to us, and we assure you that we take these matters seriously. We are actively investigating and taking steps to address any quality control issues within our suppliers manufacturing process, as we are the retailer not manufacturer. We genuinely appreciate your feedback and would like to make things right for you. Thank you again for bringing these matters to our attention. We look forward to the opportunity to improve your impression of our company and exceed your expectations in the future. Best regards, JT Spas Customer Support

Posted 3 months ago

“I've requested a refund for this faulty product that is currently leaking and advertised as a leak Free easy s installation.”

Helpful Report

Posted 8 months ago

Thank you so much for your feedback on JT Spas, Jimmy. We truly appreciate you taking the time to let us know about your experience and we apologize for your dissatisfaction on your Vidalux Shower. I can see that you have not contacted us at all regarding any issues with your Vidalux Shower cabin order. Please contact our sales team and we will be happy to help resolve the issues that you are having. Kind Regards Customer Experience Manager

Posted 8 months ago

“Disappointing quality, wouldn't recommend! I ordered a spa bath, three issues experienced in the one order; (1) I rang and asked to remove the waste and plug well in advance of delivery and it was confirmed this would be removed and I would be refunded. It arrived with it and when I checked my bank account - no refund. I rang them and they eventually found the call details and said the Operator forgot to hit save. (2) The bath legs didn't fit the bath, they didn't fit around the piping and my fitter was therefore unable to fit the bath on the day booked and I had to wait around 5 days for them to arrive. The existing bath had been removed by the time we realised so I was without a bath or shower for this time and needing to go to work in a professional job. I live in a one bedroom flat. It delayed the entire job and cost me money paying my fitter purely because they'd sent the wrong parts. (3) The bath end costing £30 was the wrong width. 750mm for a 700mm bath which required removing the lip to fit to size, doubling the fitting time but also a shabby, unprofessional finish, with no sturdiness, or rigidity, likely to get broken in the not too distant future. You don't tend to expect fitters to cut plastic because it's prone to crack. Ultimately I had to purchase the correct end from Travis Perkins for nearly half the price, £16.38 to get a professional finish on the bath I'd paid a lot of money for. After raising the issue they simply replied you have to cut it to size yourself and offered no resolution whatsoever.”

Helpful Report

Posted 1 year ago

Dear Kate, Thank you so much for taking the time to provide us with such thorough feedback on your experience with JT Spas. We are so sorry to hear about the issues you encountered during your order delivery and installation. We fully understand how frustrating this must have been for you, having to wait additional days with no bath or shower available. We really appreciate you highlighting the miscalculated refund and lack of resolution regarding the incorrect size of the bath end. I see the end panel supplied with your Trojan bath was slightly larger width but that Trojan the product manufacturer advised this panel was to be trimmed to suit and its common practice Trojan Baths advised as this panel design is used with a range of their products. We are truly sorry for the inconvenience and would love to hear your thoughts on how we can make things better. Is there anything else we can do to make up for your difficult experience with us? Once again, thank you for bringing this to our attention and for your valuable feedback. Sincerely, JT Spas

Posted 1 year ago

“AVOID AT ALL COST. . ! ! order number 43389 They have taken weeks for delivery. I still haven't received the product yet. No communication for the seller. This has haunted by whole bathroom work I would suggest think twice before ordering from them . They have a huge delay in their product. Regards Dr Nick”

Helpful Report

Posted 1 year ago

Good Morning Dr Nick You ordered 7 working days ago, and selected the free delivery option at the checkout which advertises the bath delivery to be Free Delivery 5- 14 Working Days on the shopping cart. We dispatched the bath the day after your order and I can see via the tracking system The transport courier company 4 days later had routed your bath to their delivery depot. On the 5th working day I see you contacted the 3rd party delivey company to advise you wanted to cancel your order. We do offer an express delivery service but on this occassion you selected the Free Delivery 5- 14 Working Days on the shopping cart. If you wish to cancel an order or discuss your order it is always advisable to contact the retailer you purchased rather than the 3rd party delivery company as your our customer and contract is with us, we are always here to help and discuss your order. THe 3rd party delivery company have cancelled your delivery as per request last week to them otherwise the bath may have been delivered. As mentioned its been 7 working days since you placed your order, if you would like to proceed with your order we can request the 3rd party delivery company to reinstate your order for delivery. Kind Regards Jt Spas Customer Services

Posted 1 year ago

“Ordered for a rental property and was let down by my plumber so it sat boxed for a few months. When it arrived, I should have checked, especially since the boxes were so smashed up and taped together. When they were finally open, there were so many bits missing, I had to purchase. It looked like it had sent back by someone else as some of the fixtures were already put together. I would never use again! I”

Helpful Report

Posted 1 year ago

Hi, i can see from your order that we have never been contacted to report missing parts or damage to your item. Please call us on 03333445932 or email sales@jtspas.co.uk and we can have a look at the parts you are missing.

Posted 1 year ago

“I paid for delivery within seven working days on 27/08/22. Requested refund on 17/09/22 after no delivery and multiple missed callbacks and delivery promises that never showed. JT Spas now refusing to provide a refund. I received a message saying the item is ready to be delivered on 21/09/22 despite the requested refund through PayPal on 17/09/22. Which highlights the lack of organisation of the business. Customer experience is incredibly poor. For example, I spoke with one of their customer service agents on 16/09/22, being told the delivery will be on 20/09/22. I spoke with the courier ten minutes later to confirm, and they stated at this point, they still had not received the item, and the earliest delivery would be 21/09/22 or 22/09/22. Purchased with a different retailer on 17/09/22 and received on 21/09/22 (next working day). Definitely worth not shopping at JT Spas.”

Helpful Report

Posted 1 year ago

Hi Thomas, Having read over your review and the notes on your order, I can see your order was placed 27/08 which is a Saturday, your order was then picked up the next working day Monday 29/08, processed and sent across to the third party courier service to be picked and then routed for delivery. The delivery you had selected was 3-7 working days which we usually always like to stick to. I believe there was a delay with the picking of your product which meant that your delivery wasn't delivered within this time frame. On 07/09 the delivery charge was refunded back to you as we were unable to fulfil this. We continued to chase the third party warehouse to get your order picked and routed for delivery. Paypal then notified us that a case had been set up on 20/09 and you had requested a refund. This is the reason why the delivery company continued trying to book the delivery in with you as we were only notified 3 days after you had requested a refund. If you had wanted to cancel your order this would have been no problem and we would have sent this to our accounts team on the same day. However, since you did not get in touch and notify us directly that you wanted to cancel, we cannot refund until the Paypal case is settled. Basically, how the Paypal case works is they hold the funds until a decision has been made meaning we cannot therefore refund you on our end as we physically do not have your funds available since Paypal are currently holding them. I am sorry you feel your customer experience has been poor. I believe the mis-communication from the courier company advising they didn't have the goods wasn't correct and infact they meant the goods hadn't been scanned in. The goods had been received and were waiting to be routed for delivery. I would suggest that you speak with Paypal if you are looking to be refunded as soon as possible as this is the sole reason that we cannot provide a refund on our end. If you had contacted us directly, the refund would have been provided long before now. All comments will be passed to the relevant people. Kind regards, JT Spas

Posted 1 year ago

“I received my corner bath and panel. We are told on the order to open everything whilst the drivers are at your property so you can check for any damage. The driver / courier company tell us that they will not wait for us to check it. ??? My bath panel came damaged and by the time it was un wrapped for fitting it was too late for me to raise this. It's not acceptable considering the bath panel was £90. I've now a damaged bath panel which isn't going to be replaced. Its got to be said that all these companies have the same policy. Not everyone is singing from the same hymn sheet and if there is any damage with your goods, then your lumbered with it!!! Learn to accept it. I do approx 30 bathrooms a year and I definitely will not be ordering another product from this company.”

Helpful Report

Posted 1 year ago

Hi Mr Bilkhu, I am sorry to hear about this experience you have had. I have taken a look at this and I can see your bath was delivered to you around 2 months ago. Looking at the notes on your order I can not see any correspondence from yourself to make us aware of this. Although the delivery drivers did not wait for you to check the order over, our terms and conditions that have been sent to you previously are that if this can't be done then any damages must be reported within the 24-hour time frame. As you did not unwrap the goods until fitting, we cannot be liable for damages and this is the reason we ask for the goods to be opened and checked within the time frame stated. We will take your comments on board for future reference and if we can be of any further help, please do reach out to us.

Posted 1 year ago

“Worst experience 1. We ordered an 8mm shower enclosure with shower tray. As there was no delivery updates sent to us we decided to contact the Customer Service. It was only after we got in touch they checked the warehouse to see that the 8mm enclosure is out of stock. Why do you show the item in stock when it wasn't? We then agreed for a 6mm shower enclosure instead. 2. After multiple chasing up delivery was made and it was only a partial delivery. The shower tray was missing. 3. Again a series of chasing to get the tray delivered. All this while our builders had been put on hold causing us mental stress, loss of money and time. 4. Finally when the tray arrived it was not of good quality. The thickness of shower tray was not 40mm. And their website does not give thickness information when you order enclosure with tray as a combo. Poor item description on website. 5. For a £75 shower tray they are asking to pay £72 for their courier pickup to get a refund.it's a joke. For all the delay,the stress and the loss of our time and money you should atleast have the courtsey to refund £75 without charging us £72 for the courier pickup. It has been the most worst and horrendous experience.”

Helpful Report

Posted 2 years ago

Thanks for your review today, we welcome Customers are always welcome to drop the goods back at the warehouse within the returns policy which is very rare. If you return the shower tray to our depot under the standard returns policy a full refund on the shower tray would be given normally within 3-5 working days.

Posted 2 years ago

Good Afternoon Looking into your order with ourselves, i can see that the product ordered was listed as Out of Stock on the website, this may have been missed, we always strive to offer similar models of design for the same shaped, size and colour from our other brands available and in stock. The alternative products were slightly cheper than the model ordered with your refund for the difference refunded a few days later. I see you wanted to return the goods which is available to all customers within our 14 days returns policy or 45 days exchange policy. You are able to return these to our warehouse yourself or arrange for a 3rd party courier to arrange the return for you, i see that we had requested ourselves to arrange a courier to collect and return the goods back to our warehouse. The cost due to the size and weight of glass items is expensive which you rejected due to the costs, however you are always welcome to return these to the depot yourself by alternative meant if more convenient. The shower tray supplied my the manufacturer is indeed 40mm our warehouse manager checked existing stock and also the manufacturer website specification file. The manufacturer is the NO1 shower tray producer in the UK and factory in UK is also ISO 9001 accredited. If we can be of any future help please do reach out. Kind Regards Jt Spas Customer Services

Posted 1 year ago

“Ordered a cabin they took our money but not in stock. Asked them to refund. They said the aborted my payment but not back in bank”

Helpful Report

Posted 2 years ago

Hi Sue, the item you ordered asked you to call for availability. We aborted your payment as soon as you requested to cancel your order. This can take up to 72 hours for your bank to process. Kind Regards Customer Experience Manager

Posted 2 years ago

Thank you so much for taking the time to let us know about your experience with JT Spas, Sue. We are sorry to hear that the cabin you ordered was not in stock. We understand that you asked for a refund; however, we were unable to do so as the payment has been aborted. We apologize for this inconvenience. We would like to make things better; could you please let us know how we can do that? Your feedback would be greatly appreciated. Thank you again for taking the time to review JT Spas.

Posted 1 year ago

“Damaged bath and long lead time. Was initially offered a partial refund which was then reduced to a mere token sum and told it was minimal damage and to repair it myself! Shocking customer service and is a real shame as until that point had only dealt with helpful and friendly people.”

Helpful Report

Posted 2 years ago

“We bought a whirlpool spa from this company and the air jets have never worked for more that about five minutes. We’ve contacted them several times to discuss the issue. They said we should clean the airjets by removing the little jet cover and checking the ball bearings underneath are not dirty, which we did, even though we have not ever used any product in the bath other than shower gel. Not only do the jets cut out after about five minutes, only two out of the six jets actually work before the motor cuts out. The motor gets excessively hot according to our electrician - all our trades people have been in business for more than twenty years, so all very experienced. They sent us videos showing it working before it left the factory, but it only shows it working for about two and a half minutes. The motor cuts out after about five minutes. They have now told us to remove all of the ball bearings in the six air jets, which, we were previously told is a safety mechanism so water does not leak back into the air pipes. They now say, this is okay as it is just an added safety measure and is not really necessary. To be asked to dismantle the product in order to make it work properly is completely unacceptable to me. I spent hard earned cash on this product and it has never worked. The company’s tone with me via email has become less and less interested, and they are not willing to offer any alternative advice, compensation, an engineer to come fix it… I only write this review after trying several times to resolve the issue with JTSpa’s. They don’t care, once your money is banked. Buy elsewhere if I were you. Also it took about twice as long to deliver as stated on their website. Brexit, warehouse issues, supply chain… whatever, but be honest about your delivery times up front, as it costs people time and money putting trade people off.”

Helpful Report

Posted 2 years ago

“We bought a bath with all the features they offered in February 2021 and 12 weeks in the bath was still in production, in the end we were told to reduce our oder for it to be given to external engineers for cutting. We cancelled our oder in the end and they still didn't refund the full amount. I spoke to one of they staff and the phone was put down on me because he was unable to explain or even answer my questions. I WOULD NOT RECOMMEND THIS COMPANY TO ANYONE. its -5 star from me to be honest but it's not there to give that. They don't deserve not even a 1star.”

Helpful Report

Posted 2 years ago

“The stock level was showing as, and is still showing as 'Healthy Stock Levels' when in fact 2 days after ordering I just received an email to inform me that the item won't be in stock for just over a month. I informed them their website is wrong and they just gave a poor excuse. I consider this dishonest.”

Helpful Report

Posted 3 years ago

“Dreadful. Ordered shower enclosure which their site stated was in stock and available for delivery 2-5 days. A few days later they contacted me to advise the shower tray was not actually in stock and there would be a 2 week delay. After 3 weeks they delivered the wrong tray which they could then not replace for a further month. This is despite their website still advertising the enclosure. Iwith "healthy stock" for "express delivery". I was left to source an alternative at extra cost.”

Helpful Report

Posted 3 years ago

hi Thanks for your email, apologies the shower tray manufacturer have let us down massively we have sourced new shower trays from another factory due to shortages of materials with the leading UK shower tray suppliers. Kind regards

Posted 3 years ago

“Ordered a bath, bath panel and screen from this company. The listing states 2-5 days for dispatch. After 5 working days I had to contact them for an update as I'd not heard a thing from them. They advised that it wouldn't be delivered until the 17th (7th working day), I was fine with that. On the 17th, I requested a time from them for delivery, the guy phoned me when he was 20 mins away, only the bath and the screen was delivered. I was told that the bath panel would be delivered on the 22nd, but no one turned up on that date and no one had the decency to let me know that it wasn't going to be delivered which meant I stayed in all day for nothing. I had to then chase them again for another delivery date. It finally arrived on the 29th, 3 weeks after my order. I have tried to complain, but once these guys have your money, they don't care and just blame everything except taking any kind of responsibility themselves. I originally ordered the bath set with plumbing world, but I cancelled it as the earliest they could deliver was the 21st. These guys have zero customer service and actually think its perfectly fine to mess people around! Avoid!”

Helpful Report

Posted 3 years ago

“Ordered January, installed early May due Covid, during installation noted clunking grinding on the taps and working loose on Lisna Waters LWWB02 1350 x 1350 Whirlpool & Airspa Bath. Contacted JTSPA, passed onto Lisna Waters (not good) & Steam Shower store (ok). They communicate quickly but not always with clarity. They suggested plumber should just tighten taps as loose in transit. This was a design flaw in the taps themselves, after numerous email new taps sent out and warranty extended by 6 months for good will, same problem with taps. They requested videos of issue which I made and also addressed the issue of a poor quality product with excess silicone sealant all around glazed front of unit. New taps arrived end of June, plumber installed only to find the same problem again but also noted a leak under the bath from the bath pipework. Another email to highlight the issue and they blamed the leak on me as it hadn't been reported before. The bath hadn't been filled before so no leak would have been noted?! So now I have an £1100 bath which leaks after filling it with clunky taps no refund or exchange offered, only thing offered is new taps and extended warranty on a bath thats already not fit for purpose. This is not even mentioning the 2 extra days required for the plumber to fault find and try to fix their problems. Do not buy this product or use JTSPAS, shower store or any other affiliation.”

Helpful Report

Posted 3 years ago

“Definitely wouldn’t buy anything from this company again.”

Helpful Report

Posted 3 years ago

“I would not deal with this company again delivery was so slow and communication non existant had to cancel order and go else where been waiting 5 months for £1700.00 refund now !”

Helpful Report

Posted 4 years ago


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 77%
Accurate And Undamaged Orders	Greater than 77%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Returns & Refunds
Refunds Process	Difficult

JT Spas Reviews