This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company.Verified Reviewer
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.New Reviewer
I recently chatted online with Michael at Master Spas. I gave him the serial number to my Master Spa Legend 800LSX.
I was inquiring about suction covers which would fit my 2008 hot tub. He gave me the link to the pre-2009 suction covers and I ordered five. Upon receipt, I discovered they did not fit. They were too small.
I emailed Master Spas to request an RMA so to return the unusable suction covers. They never responded, so I called by phone to explain the problem indicating that it was Master Spa's error by selling me covers that do not fit my hot tub. The customer service person said that the website states "that they may not fit". That is totally ridiculous that the manufacturer would not know if a part would or would not fit their own brand of hot tub!
I knew nothing about the VGB Act which affected pre-2009 suction covers. Michael with Master Spas should have informed me of that prior to my purchase. When I requested a pre-paid return shipping label, that customer service guy said he would refer me to his general manager. The phone then abruptly went dead.
He either hung up on me or perhaps made a transfer error. I then sent a second email to Master Spas outlining all that had occurred and I never received a reply to that email either.
They may sell a quality hot tub, but their customer service is 100% lousy. It is the next thing to robbery to allow a customer to purchase a part that THEY SHOULD KNOW would not fit.
User's recommendation: Quality product ruined by poor customer service.
Product or Service Mentioned: Master Spas Customer Care.
Preferred solution: Let the company propose a solution.