Reply by Master Spas

Hi Robert. Looking at the attached screenshots, I can tell you that this is not our website. Master Spas does not currently have an online store. However, several independently-owned retailers that sell Master Spas products do have online stores. This appears to be one of their websites. We also don't have anyone named Michael working in our Customer Service team, so I'm guessing that person is an employee of the retailer that's running this website. If you have questions about which replacement parts to get, I recommend reaching out to our factory customer service directly by emailing customerservice@masterspas.com or by calling (800) 860-7727.
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1.0

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.

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