Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello BBB. I purchased a sealy air mattress on 3/9/25 from ******. The mattress was brand new. I noticed that the mattress kept deflating after sleeping on it. I registered the air mattress with BESTWAY USA. I could not find a telephone number in the paperwork that came with the mattress. Finally I found their phone number on the internet. I called Bestway & told them about the deflation issue. They told me it was under *************** would send me another one. They asked for pictures of the model/serial number, the original box it came in, & a picture of the ***** name on the box. I emailed all this info to BESTWAY. I received another email that they instructed me to cut the serial # from the mattress, hold it in the palm of my hand & take a picture. So I called their customer service & told them I could not cut the mattress because Im using it until the replacement mattress arrives. Although it significantly deflated by morning, Im still using it because my waterbed mattress sprung a ******** do not have another bed or mattress. The customer service department was very rude & unhelpful. All air mattress companies do not allow a return once the mattress has been used. If I had gone to TARGET or ******* to purchase an air mattress to sleep on until the new one is shipped I could not return it. I explained this to the customer service **** I am a 61 yr. old woman weighing 130 pounds. The air mattress should not be deflating & I am not sleeping on the floor. BESTWAY needs to send me a new air mattress

  Business Response

  Date: 05/03/2025

  *******,

  Thank you for reaching out to us via the BBB. Customer satisfaction is very important to us! I am so sorry to hear that you are having a negative experience with your air mattress. 

  We attempted to contact you via phone and email but unfortunately, were unsuccessful. Please contact our Customer Support Team at ************ at your earliest convenience to discuss what we can do to assist you. Our Summer ********* Hours are Monday - Sunday from 7:30am - 7:00pm (MST). 

  Sincerely,

  *****
  Customer Relations Specialist

• Initial Complaint

  Date:04/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bestway Spa recalled the Spa pump for the jacuzzi. I submitted the picture that was asked in February and have contact the customer services line multiple times and no one is able to help. I have already cut the cord as they advised me to do. In the full process, not my full Hot Spa spa has gone bad dues to no spa pump being available or replaced. The Rubber has rotted. I am looking for a reimbursement or a replacement.

  Business Response

  Date: 04/24/2025

  ******,
  
  Thank you for contacting us via the BBB. Customer Satisfaction is very important to us! I am so sorry you are having a negative experience with getting a refund or replacement through the recall process.
  

  Unfortunately, the recall process is a bit laborious, but for good reasons, to ensure the risky product is successfully destroyed and removed from the market, to ensure ongoing safety. I did confirm that your image was accepted and the partial refund you opted for has been approved. The check was mailed on 4/22/2025 and is on it's way, you should be receiving this soon. 
  
  If you need any further assistance or have any additional questions, please feel free to contact our Customer Support team at ************. Our Operating Hours are Monday - Friday from 7:30am - 4:00pm (MST). 
  
  Sincerely,
  
  *****
  Customer Relations Specialist

• Initial Complaint

  Date:04/22/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their website is used to order replacement parts for pools like mine. When you search for parts, you enter the specific pool and year, and the part pops up. There are no dimensions shown, so you would assume it's the correct part, which I did and ordered. When it came, it was 6" too long. I went back to the site and searched and found that you must click under FAQSand Specifications to see any dimensions. Their policy has no way to exchange, and it is customer responsibility to pay shipping to send back. So, now **** FED EX, and ************** charge extensively more than the cost of the product to send it back. It isn't heavy, just a long box. Even though I placed an order for the new item, they would not send me a return label or help with the cost. Terrible business and I wish I'd never ordered from this company. I'm disappointed and frustrated because the item is unused and they don't seem to care about their customers. The item cost ***** and shipping is ****** per us postal service.

  Business Response

  Date: 04/23/2025

  *******,
  
  Thank you for reaching out to us via the BBB. Customer Satisfaction is very important to us! I am so sorry to hear that you are having a negative experience with our website. 
  
  I was informed that you spoke with one of our supervisors today and that your issue has been resolved. We will be refunding you for the purchase as well as gave the correct part code for the item so you are able to purchase the correct part on our website. Again, we apologize for the inconvenience and issues you encountered. If you ever have any questions or need assistance, please do not hesitate to contact our Customer Support Team at ************. 
  
  Sincerely,
  
  *****
  Customer Relations Specialist

  Customer Answer

  Date: 04/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Much to my chagrin I purchased a Bestway pool from ******. My complaint is about the sand filter (not ******* that leaks. BESTWAY HAS NO REPLACEMENT PARTS.Nearly EVERYTHING online pertaining to gaskets or the sand filter are ALWAYS OUT OF STOCK.THE PARTS ARE PROPRIETARY & cant otherwise be replaced.A several dollar gasket that would resolve my issue is out of stock, leaving me no choice but to throw my several thousand dollar pool away or hope to find a different manufacturer sand filter that will work.Either way I risk stagnant water that will attract mosquitoes, risk potential fines from the city and county for having several thousand gallons of stagnant water, and will have ****** away the purchase price of the pool, and several hundred dollars of water, which is unacceptable considering I live not just in ********** but in the desert, where water is an even more precious commodity.Selling products for several thousand dollars that have a limited lifespan due to the unavailability of replacement parts is unconscionable. I need the pool for health reasons and the lack of professionalism and accountability on the behalf of Bestway is unacceptable.

  Business Response

  Date: 04/15/2025

  Val,
  
  Thank you for reaching out to us via the BBB. Customer Satisfaction is very important to us! I am so sorry to hear that you are having a negative experience with your Above Ground Pool.
  
  Unfortunately, we attempted to contact you by phone and were unable to reach you. Please contact **************** at ************ at your earliest convenience so we can further assist you with your issue and ensure that we get your issue resolved as soon as possible for you. Our Operating Hours are Monday - Friday from 7:30am - 4:00pm (MST).
  

  Kind Regards,
  

  *****
  Customer Relations Specialist

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pool last year. Im now having trouble with the liner leaking and stuff. I contacted the company. They are asking for proof of purchase and wont do anything without it.The thing is I no longer have the proof of purchase because I dont keep receipts longer than 2 months. I showed pictures to them of the damage and the serial number on my pool and still nothing. All I want is a liner replacement for my pool.

  Business Response

  Date: 04/03/2025

  ******,

  Thank you for reaching out to us via the BBB. Customer Satisfaction is very important to us! I am so sorry to hear that you are having a negative experience with your Above Ground Pool. 

  It was a pleasure speaking with you today. As discussed on our phone call, we will be sending you a replacement pool liner as a one-time exception. This replacement will only include the liner and will not have a warranty on it due to being outside of the warranty time period. Please keep in mind that for any future claims, a valid Receipt will be required to move forward with your claim. Please do not throw anything away until you receive your replacement, since we will only be replacing the defective item. Any accessory thrown away that did not need replacement before the arrival of your replacement item, will have to be purchased.

  If you have any further issues, do not hesitate to reach out to our Customer Support Team at ************. Our Operating Hours are Monday - Friday from 7:30am - 4:00pm (MST). 

  Sincerely,

  *****
  Customer Relations Specialist

  Customer Answer

  Date: 04/04/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********
  
   
  

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bestway usa spa and pump recently had a pump that was on recall for electrical problems and they told us to cut the cord on are pump in order to get a new one. So i did and it took ( 7 ) months just to get the new one. I recently got it last month and i just opened it up today and installed it and as i was filling up the hottub/spa with water and it was half full with water thats alot of gallons. And i turn the pump on to filter the water and water starts pouring out of the pump underneath the power wire and other wires and components ' it could have been worse if i didnt check it and notice it was leaking before i filled it entirely up with water. I just wasted alot of water and thats not cheap. I checked the pumps label and it said they manufactured it in ***** ? I would like a new one thats not defected or thats on a recall. They should all be quality tested and inspected before they leave the manufacturing plant to meet all specifications. Hopefully i dont have to wait another 7 months.

  Business Response

  Date: 03/31/2025

  *******,

  Thank you for contacting us via the BBB. Customer satisfaction is very important to us! I am so sorry to hear that you are having a negative experience with your spa pump. 

  It was a pleasure speaking with you today! We would like to apologize for your experience you had while going through the recall process and that you are now having issues with your replacement. Due to the recall, we are extending your spa pump warranty for 1 year from the time you received your replacement. Since you are covered under the warranty, as discussed, we will need you to file a warranty claim on ************************. Once you file the claim and submit the images requested, we will be happy to provide you with a replacement so you may get back into your spa and continue enjoying your product.

  If you have any questions or need any assistance with filing your claim, please feel free to contact our Customer Support Team at ************. Our Operating Hours are Monday - Friday from 7:30am - 4:00pm (MST). 

  All the best,

  *****
  Customer Relations Specialist

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am very dissatisfied with Bestway. I spent over $600 on a pool for my children on 4/2024. 3 months into the summer the pump stopped working. Best way shipped a new pump out. At the end of summer I put the pool up in my temperature controlled storage. I just took it out, put it together, then filled it up. I went to then turn the pump on and found it will not turn on, due to a manufacturers issues YET AGAIN! I submitted a warranty claim to find out they denied it as there is only a 6 month warranty on this pool. So they are telling me I spent $600 of my hard earned money for a pool that is now worthless without a pump? Most warranties are 1 year. They must know it is poorly manufactured which is why they only have a 6 month warranty on it, as more than likely the pump wont work after 6 months and then you are screwed and out of warranty. I have bought my last 3 pools from Best way and wanted this one to be a long haul pool. I will not spend more money on a pump for this pool, as this was not my fault and is a mfg issue.not to mention my pool came without the cover to which I was told there is nothing they can do as they are out of stock. I would like this settled with a new pump and cover. Otherwise, they have lost a very loyal customer.

  Business Response

  Date: 03/27/2025

  ******,

  Thank you for contacting us via the BBB. Customer Satisfaction is very important to us! I am so sorry you are having a negative experience with getting a replacement for your pool pump.

  As discussed earlier today, we would be happy to provide you with a new pump for you to get you back into your pool and continue enjoying your product once we receive the image of the cord cut on your current pump. We also will be sure to include the cover you were missing from your original purchase as we have them back in stock! Unfortunately, you are outside of the warranty period so these items will not come with a new warranty and any future parts needed must be purchased. 

  Thank you for your purchase from Bestway and if you have any questions in the future, please do not hesitate to reach out to our Customer Support Team directly at ************. Our Operating Hours are Monday - Friday from 7:30am - 4:00pm (MST).

  Kind Regards,

  *****
  Customer Relations Specialist

  Customer Answer

  Date: 03/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action as the requested photo has been emailed to Best Way, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I bought the inflatable hot tub through **** Club. They did a great job delivering it quickly, but I have now spent two days trying toset it up I finally got it set up and it has been heating for the last 24 hours. I just went outside and it off. My app says off-line. Theres no one to help me. I called and spoke to someone who told me that they cannot troubleshoot that you do not have live technicians that she is only in the recall department, but there is no manager no one to help me, which is absolutely unacceptable. You sell a product and then you force people to use a virtual chat that does not help you. Then you force someone to go to your website and fill out a form where I have to get a call back. is unacceptable and horrible service. I shouldve known better in reading the reviews. So now I spent a whole day trying to set it up Now Im spending a whole day trying to get it to turn back on and continue to heat because its turned off, it wont turn back on and the application says off-line. So I have a product that I spent money on that I cannot use. Your set up instructions ****. Horrible.

  Business Response

  Date: 03/20/2025

  *****,
  
  Thank you for contacting us via the BBB. **************** is very important to us! I am so sorry to hear that you are having a negative experience with your Saluspa. 
  
  We have attempted to contact you both via email and phone call to collect some more information from you in regard to your complaint and issues you are experiencing with our product. Unfortunately, we have been unable to reach you each time we have called the number you provided to us via the BBB complaint. In order to complete some troubleshooting with your product to help us identify what the issue may be, please contact our Customer Support Team at ************ at your earliest convenience. Please call when you are near your product and able to complete the troubleshooting. Our Operating Hours are Monday - Friday from 7:30am - 4:00pm (MT). 
  
  We look forward to hearing from you and providing you with a resolution to your complaint. 
  
  Thank you,
  
  *****
  
  Customer Relations Specialist

  Customer Answer

  Date: 03/20/2025

  you sent an email from a do not reply And I returned the phone call twice to be hung up on by your outsourced agent agents.

  Business Response

  Date: 03/25/2025

  *****,
  
  Thank you for contacting us via the BBB. **************** is very important to us! I am so sorry to hear that you are having a negative experience with your Saluspa. 
  
  In order to complete some troubleshooting with your product to help us identify what the issue may be, please contact our Customer Support Team at ************ at your earliest convenience. Please call when you are near your product and able to complete the troubleshooting. Our Operating Hours are Monday - Friday from 7:30am - 4:00pm (MT). 
  
  We look forward to hearing from you and providing you with a resolution to your complaint. 
  
  Thank you,
  
  *****
  
  Customer Relations Specialist

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the 2nd motor we only got to use it 3 months the first one only 45 days before that one failed and now we are told you are out of luck you have to buy a new one didn't get 4.5 months of use out of 2 motors how is that fair

  Business Response

  Date: 03/12/2025

  *****,
  
  Thank you for contacting us via the BBB. **************** is very important to us! I am so sorry to hear about your negative experience with your pool pump. 
  
  We have attempted to contact you in regard to your complaint but unfortunately, we were unable to reach you. We are processing a request with our warehouse to send out a new pump for you. Please advise - this replacement will ONLY include the pump and all existing accessories will need to be transferred to the new pump. Please do not throw anything away until you receive your replacement. This replacement is a one-time exception and will not come with a warranty due to the fact that your are outside of the warranty period for your product. If you have any questions or need any assistance, please feel free to contact our Customer Support team at ************. Our Operating Hours are Monday - Friday from 7:30am - 4:00pm (MST). 
  
  Thank you,
  
  *****
  Customer Relations Specialist

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had to use airbeds for a few months now. And after only a few months, I have 4 airbeds all rolled up and stacked in a corner ready to be trashed. These beds cost anywhere between $60-over $100, and they are very poorly manufactured. The reason why these beds are always deflating after a short time of use, is because they get these tiny little holes that happen when poor stitching or bonding is. I've put numerous patches and the bed will.still deflate. I can't even find the leak in this one, but by the way it's deflating it must be a massive hole. Each time I buy a bed it asks if I want to buy warranty for like $7 or $12. No, I don't because I don't expect the thing to stop working after a week We only sleep on it. The two of us combined is under 200 pounds. My question is, are you kidding? With this? You need to stop selling these at such high prices. I want my money back for this one I have now. Bought it not even a month ago. 2 weeks after we got it, deflating all the time. Gotta wake up and turn on the hideously loud air pump about once an hour or so. Then there's the issue of customer service. Not all customers can just be on the phone. And I like to have record of what was said. This company has no way to email You have to call. Ok then, whoever calls me from here will be recorded.

  Business Response

  Date: 03/04/2025

  ******,
  
  Thank you for contacting us via the BBB. **************** is very important to us! I am so sorry to hear that you are having a negative experience with your air mattresses.
  
  We have attempted to contact you both via email and phone call to collect some more information from you in regard to your complaint and issues you are experiencing with our product. Unfortunately, we have been unable to reach you each time. Please contact our Customer Support Team at ************ at your earliest convenience so we can ensure to get your compliant resolved in a timely manner. Please keep in mind that not all air mattresses come with a manufacture warranty, which is why an additional warranty is offered at the time of purchase through the retailer.
  
  We look forward to hearing from you and providing you with a solution to your complaint. Our Operating Hours are Monday - Friday from 7:30am - 4:00pm (MST).
  
  Thank you,

  *****
  Customer Relations Specialist