Customer slams The Range over faulty hot tub after Sheffield woman demands refund

Popular retailer The Range has come under fire again after another customer revealed that she too, received a faulty pump when she bought one of its hot tub models.

Thursday, 29th April 2021, 2:30 pm

Rachel Boyle from Rotherham said she purchased a Wave Atlantic 4 Spa - the exact same model bought by another customer from Sheffield who had issues with the product.

The hot tub, she said, was bought off the retailer's website on March 31 and she received it on April 13, only to find it unusable after the water was filled up.

She said: "The pump wasn't working. I filled it up with water and the pump said 'error'. It said to reset this I need to phone an electrician and pay for it or it voids the warranty.

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The hot tub was repacked before being sent back. Picture by Rachel Boyle

"So I contacted The Range but they said there was nothing they can do about it and told me to contact the manufacturer - the Wave directly.

"After god knows how many hours of emails and phone calls to The Range, I eventually lost my temper and I told Wave I needed to have them ring me as soon as possible."

She said she was told by the head office that the pump could be fixed and have it sent it back out to her.

"I said I'm not having it repaired and sent it back out to me. I bought something that should have been working," she said.

The pump beeps and blinks after the water is filled. Picture by Rachel Boyle

She said the hot tub, which she bought for £399.99 - cheaper than what was bought by the other customer - was returned to The Range on April 19 via DPD delivery.

"Then I got a phone call from The Range to come in to sort out a refund and they said it's been put through the system but it has not been refunded. It's been two weeks now," she said.

She also described the customer service as a “complete nightmare.”

"I've been to their store in Parkgate, in Barnsley, spoken to two different people on the phone, two people through email and three people from Wave.

"I purchased it from The Range and they should be the one handling it not me...that's what the warranty is for, to claim my refund as I haven't even used the product."

The Range has yet to respond to queries.