Started off great, went downhill rapidly!
Did loads of research, found very similar hot tubs cheaper from smaller companies but decided to go with these guys because they seemed reputable at face value and from all the positive reviews on here. Extremely friendly on the phone and said that if we committed there and then to a tub they could have it delivered at tea time the same day - explained that we didn't have people to help move it at our end at such short notice and was told that if we paid the installation fee that didn't matter as extra people wouldn't be needed, so we went for it and paid the delivery cost up front directly to Royal Tubs.
Sadly, the tub did not arrive at tea time as promised. We got a call at 7pm to say it was 4 hours away and no alternative delivery day could be offered. It turned up at 11.30pm at night. We live in a small residential road and the noise and drama getting it off the lorry was extremely stressful, especially given that they sent ONE delivery man who was not able to install it by himself, so my husband (with his bad back) had to try and help. The delivery many brought boards to wheel the tub over but didn't use them on our gravel drive or lawn, so the noise was awful and it was a lot of effort.
I had been asked to send a video from the drive to the location the hot tub was to go to, which I did ahead of arrival. The boards were again not used to move it across our lawn, so big ruts were created across the grass. The chap who delivered then couldn't get it onto our deck, even with help from hubby, so the tub got dropped and some of the wood cladding was split/damaged/broken. He told us that we could just glue the bits back when he'd left which I was quite shocked by! He also didn't attach the drinks shelf and told us to just do that bit ourselves!
Given that it was October, dark, raining and the delivery man was on his own, we did our best to help assemble the tub so that we could get to bed at a reasonable time (we both had work next day). He finally finished installing at about 1.30am. He didn't provide his own lights, so we had our 240v extension lead and table lamps plugged in to help him see what he was doing - which wasn't very safe given the rain!!!
The driver took our payment for both the hot tub and the delivery and gave us no paperwork/receipt for the £4K we'd just given him so we asked for one and were told to write it ourselves and he'd just sign to say he'd received the cash. He also told us to contact his boss to let them know he'd finished the delivery. I'm not sure why he didn't do that himself!
The next day we inspected the damage to our lawn and decking and saw that the rose arch which I had put out of the way had been under the hot tub when it was dropped and so that was also damaged beyond repair. We contacted Royal Hot Tubs and were basically told that they take no liability for the delivery, installation or any damage done to the tub or belongings once the tub is on site. We were told to contact the delivery driver who apparently has nothing to do with their company, despite the fact that he'd taken payment for the tub and signed the receipt! After several fairly aggressive phone calls, he agreed to refund the installation fee.
Two weeks later one of the buttons on the tub stopped working. We contacted Royal Tubs again and they said they'd send some new wooden slats to replace the ones damaged in the installation process and also a new button. We explained that we do not have the expertise to dismantle and repair the tub ourselves but they nonetheless sent the parts which are now sat on a shelf because despite them sending us instructions on how to fix it, we were unable to do so and now have now given up on getting a more satisfactory resolution.
Had I known that the delivery and after care would be so poor, I would not have ordered from these guys. I found packages on Ebay with tubs that looked identical for £1000 less and I wish I'd just bought one of those now!