I recently bought a Lay-z-spa hot tub from Garden Essentials and, although the experience wasn't entirely without incident, I found Garden Essentials to be very good to deal with.
When I placed the order online I selected the gift wrapping option. I was very quickly called back by the Garden Essentials customer services team to explain that they couldn't offer that option on my order due to the size of the package and they would be refunding me the £5 or so I'd paid. They were polite & efficient and was left with a good impression.
My next issue was when I tried the Spa for the first time. I found that there was a faulty connector to the pump unit which leaked water everywhere. I e-mailed Garden Essentials customer services. They responded by 10 am the next working day saying that in this case my complaint would be dealt with directly by the manufacturer and they had passed on my details. Less than an hour had passed before the Bestway customer service department contacted me to clarify what the problem was. Without any fuss they put a replacement part in the post that day... which arrived at my door the next day. When I received the new connector I noted that it had a rubber seal that was missing from the original one fitted to the spa. Once I fitted the new part (5 min job) the spa worked perfectly.
I don't see how Garden Essentials could have handled my purchase and subsequent problems any better - it goes to show that good customer service can turn a negative into a positive!
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