Urban Cedar Hot Tubs & Saunas

The whole team were wholly supportive, informative and efficient during the sale and delivery process. We had a particularly complex site for delivery of our hot tub but the professionalism of Urban Cedar ensured it all went smoothly from their end and when their was a hitch at ours with the wrong crane option, the delivery guys were saintly in their patience. Thanks again to everyone and looking forward to our first plunge!
Apr 24th, 2023

Dec 13th, 2022

Urban Cedar installed a sauna recently in our garden and its fantastic. We spent a lot of time researching the best company and product to use and settled on Urban Cedar and we are really happy we did! Their sales and install team were fantastic and the sauna is beautifully crafted and great to use.
May 8th, 2022

We are very pleased with our hot tub we recently received last week. Customer service was excellent from start to finish. We ordered our tub quite a while ago but knew we would have to wait and it certainly was well worth waiting for! Harry from the sales team made sure we received weekly updates via email until the hot tub was delivered. Mark & Jo who delivered our hot tub set it up and explained everything we needed to know. Thank you Urban Cedar Hot Tubs we would highly recommend.
Apr 15th, 2022

Please do not waste your money, look at the other 1 star review. Good first impression, sales team are lovely, product was delayed, for good reason (the stuck boat in the Suez) and they kept me updated. The sales team clearly get the 5 star reviews for a reason. Product arrived and our surround was delayed (again in the Suez and not their fault). Eventually, everything was fitted and the hot tub didnt work. It was at this point we found out Id ordered from the wrong company. Their customer service is really poor, if you have any kind of issue, you need to email and then they contact you within the next 24-28 hours which would actually be okay if they fixed the issue within that timescale, but they dont they merely suggest something and if it doesnt work they will get back to you again within the next 24-28 hours. Then if that doesnt work they may ring you back at some time frame which suits them, but you might not be near the hot hub at that point? Anyway, my daughter cancelled her party and the did eventually come out and fix the issue. Three weeks later, before my daughters rearranged party, I went to check the chemicals in the pool and there is no power. Again, we call, they dont call back, her party is that evening and they really dont give a damn. I call and get promised a call back and it doesnt happen We had a power cut the night before, which we get every six months or so and they blame that.. However, we have a surge meter on our fuse box which was newly fitted 3 months ago and it hasnt blown. None of our neighbours hot tubs have an issue, nor did any of our other appliances and anyway under the Consumer Act 2015 goods have to be durable. And thats it. three weeks for a working hot tub which cost almost 10,000. The power supply was blamed (which wasnt supplied by them) but weve had it checked twice but two different electricians and photos taken and it corresponds with the specifications they required but as Ive said to them, you cannot opt out of statute law and if an appliance isnt durable they need to repair it. He did offer me the option for them to come out and repair and send the circuit board off to see if it was faulty. But I pointed out that it was a poor option for me as they were already liable at this point we were several weeks without a working product. Anyway, Ive argued until Im blue in the face unfortunately the owner also seems to be the service manager and even though Ive explained how consumer law works several times, hes not been helpful at all and at the latter stages aggressive. I particularly disliked the accusing me of being rude stage which occurred after my daughters second ruined party and I actually thought Id been quite pleasant considering the amount of inconvenience and her being upset twice. If you do order from them, they are really not interested in the consumer. After many emails, I had a 30 minutes consult with a solicitor who confirmed I was correct and then another conversation with trading standards, I even asked the owner, Anthony to call them as they have trader helpline, but he wasnt interested and is still saying that he can exempt a proportion of his product from consumer law. Im not sure if he is in fact having financial issues, which is why I havent posted this earlier, but to be honest, I rather just prevent anyone else having the same experience as me. Im happy to speak to anyone if you would like to see the email exchange
Jun 24th, 2022