Reviews

This profile includes reviews for Wellness Shop's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Wellness Shop has 8 locations, listed below.

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  Wellness Shop

  930 Century Dr Burlington, ON L7L 5P2

  
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  Wellness Shop

  3073 North Service Rd Burlington, ON L7N 3G1

  
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  Wellness Shop

  3 - 1540 Dundas St E Whitby, ON L1N 2K7

  
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  Wellness Shop

  1015 Golf Links Rd Ancaster, ON L9K 1L6

  
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  Wellness Shop

  508 Bryne Dr Barrie, ON L4N 9P6

  

Review Details

• Review fromMichael D

  Date: 11/09/2024

  1 star

  Michael D

  Date: 11/09/2024

  Love my ****** Spa, we have had it since 2020 with no issues. All of a sudden the temp wouldn't pass 94 degrees, I called the Wellness Shop to see if I still had any warranty, and i was told only on the heater. They explained that they can send a technician and if it was the heater I wouldn't have to pay for the diagnostic. Of course its not the heater, "Possible failed relay" so the board needs to be replaced. We were told the parts would take 2 weeks to arrive and then the tech would come and install, 30 min to install. I was billed that day (Aug 16th) for $1157. Aug 18th I called some local independent hot tub repair facilities and found the part in stock. I started calling customer service on Sept 4th, asking for my money back if the part wasn't in by the third week Sept 6th. I was told that was not possible, ***** ***** **** ****** * ***** *** ** ******** ** *** ***** ****** ******* ** ***** *** ****** i called, emailed asking to speak to a manager and every time I have been told in takes up to 72 hours for a manager to respond. Sept 11th I receive an email saying the parts are now in stock and my scheduled install is Sept 27th, 6 weeks in total, double the promised time. I just want my money back ** * *** **** *** ***** ***** ******* **** ******* **** ** ***** ** ***** ******* **** **** ** ****** **** ***** **********

  Wellness Shop

  Date: 19/09/2024

  Dear *******,
  Thank you for taking the time to share your feedback. We sincerely apologize for the situation you've encountered and want you to know that we are committed to making things right.
  We appreciate your understanding as our customer care manager explained the necessity of ordering parts directly from our vendors to ensure the highest quality. While we strive to communicate ETAs effectively, we recognize that various factors can sometimes affect wait times.
  We were glad to reschedule your appointment from September 27th to September 17th and are pleased to hear that the repairs are now completed and your spa is back in operation.
  We truly value your trust and are dedicated to providing a better service experience moving forward. Please don’t hesitate to reach out if you have any further questions or concerns.
  Thank you for your understanding and support.
  Best regards,
  Wellness Shop

• Review fromTom L

  Date: 09/09/2023

  1 star
  ************** ** *** ** ** *** ********* *** ******** ************ *******. After an initial good experience on the sales floor, everything else has been very disappointing. The day the hot tub was delivered, an electricians error damaged the pump and a broken seal sprayed water in copious amounts. The service company came and eventually found a non-OEM replacement. *** ******** **** emailed to say they would install it 2 weeks later! With much pushing on my part they came in one week, only to find out there was yet another problem now with the electrical system of the tub. Another technician visit a week later seemed to solve that problem…only to find yet another problem, this time with the heating of the water. We’ve had a dozen phone calls or texts with technicians to solve the outstanding problems. I do understand that these things can happen, however, I would have expected the company to respond with a suitable compensation for what is now essentially a refurbished unit. The customer care department offered only only a token gesture, that is when they did respond…I have waited 2 weeks for the customer care coordinator to return my call. *** ******** ********* *** **** ** ******** ******** **** ****** **** ****** ***** ******

• Review fromTrudy L

  Date: 05/07/2023

  1 star
  We purchased a hot tub in 2021. We have already gone through a motor and two thermostats. Getting service is near impossible. Takes a month to get anyone to come out. Pretty sure we got a lemon. No one at the store or jacuzzi is any help whatsoever. ** *** ******** * ******* *** *** ** *** ***** *** ***** **** ** *** ******* ** ******* **** ** ** *** **** ** **** 

• Review fromBob B

  Date: 02/07/2023

  1 star
  April our hot tub stopped heating and displayed FL-1 error. I called to book a service appointment. Earliest appointment was 1 month out. They would try to get out sooner. Unfortunately no one ever called to schedule an earlier appointment. Technician arrived on scheduled date. Told us tub required a new pump. He said he would pick it up the following Wednesday (May 31) and install if by Friday WE WERE IMMEDIATELY BILLED FOR THE PUMP ... EVEN THOUGH IT HAD NOT BEEN INSTALLED.
  June 2 I emailed to find out when technician would arrive. No reply received
  June 5, I called. On hold for 17 minutes. I was told the technician had picked up the pump on the May 31. The CSR said he will talk to Service Manager to confirm technician does have the pump and to schedule an appointment.
  June 8, No reply received. I called. On hold for 20 minutes. CSR tells me the pump has not been released to the technician. She said she will talk to Service Manager and will get back to me by the end of the next business day. I was told if I reply to original "appointment email" and it would be read by Service Manager. A detailed email was sent with my concerns.
  June 8, Kudos to the CSR. Email received on same day BUT the next available appt was 2 weeks out. No reply rec'd to my email from the Service Manager
  June 21 Technician arrived. Installed pump and provided supplies. HE TOLD ME PUMP was picked up on May 31. I asked how I could complain about the service. He told me I would receive a survey. He said the company takes the surveys seriously and would likely try to find a way to make things right. NO SURVEY RECEIVED.
  July 2 I am taking this step to voice my complaints by posting a negative review online. Jacuzzi tubs are great. Service - when they finally show up are great. Trying to get service is the worst. ** * ***** ** * ******* ** ** ****** **** *** * **  (Almost 3 months to put my hot tub back in service and no one in the company to respond to my concerns).

• Review fromAlyssa P

  Date: 10/05/2023

  5 stars
  I purchased an Infrared Sauna from Jacuzzi Ontario/Wellness Shop. The sauna is amazing and helps with my many health conditions ********* ************* ******** ****** ********* ******** ****** ********* * ******** ****** ********* *** ********* ********. Regular use of the sauna makes it possible for me to do my daily routines.
  The sauna delivery went well. There was a small hiccup with a piece missing but they quickly sourced the missing piece and sent the installation team back out to finish the assembly. Anytime I have dealt with them they have been more than accommodating. I will certainly be coming back to purchase my next wellness product from them.