The SoakHouse

Had my tub delivered August 17-2016 and there was damage to one of the side panels. Guy who deliveted took a picture and said a replacement would be ordeted right away. Foreard to December and still no replacement. Went in to store and talked with owner who apologised and said he would personally deal with replacement right away and should be a week or two for replacement to arrive and that he himself would come replace. Today is April 13-2017 and one of his workers just arrived with it. Not very good customer service.

Worst company we have ever dealt with.Owner is very unprofessional.Bought a new hot tub had nothing but problemsThey wouldn’t stand behind there word to fix it right.They will not be getting our business again nor will i recommend them to anyone else.

Nice showroom. Generally friendly staff. Their accessory prices are close enough to what I can get them for online, so I usually just go here for the personal touch. They also test your hot tub water for you if you'd like.

Super helpful and friendly. They took the time to walk us novices through caring for our hot tub. Checked our water samples and spent a lot of time over several visits until we got our water quality right. Thank you so much.

We absolutely love our hot tub, it's the strongest one we have had for therapy reasons. However it has been very finicky with electronics - not user friendly and can't run properly in direct sun including shutting down, tripping breakers and going into ECO mode because it gets too hot on our deck. This is our fourth tub and the first one with ongoing challenges. The pillows are poor quality and pop out regular and have started to tear. two of the buttons are installed backwards from the manufacturer for operations. The door magnet has also somehow stopped working so the door is constantly ajar on the pump side and is pending repair. We have been waiting for replacement parts since the day it was installed - 8 months later i am still chasing them, they spend weeks before they reply to emails and we were told that because there are 18 new deliveries that just came in that our repair has to wait as all their new customers need to happen first. I would not recommend them. They seem to have good intentions but I am always chasing them for replies and follow ups for the parts STILL from February. Also the crane company they used was very sketchy on installation, he didn't even have a guide rope to keep the tub from spinning when pulling the last one and placing the new tub and this was part of of the reason the base got cracked when it was put into place. We bought in February - as of september still waiting for the fix.

Purchased a high end Napoleon BBQ which was OK at the point of sale but a disastrous customer experience from delivery onwards. The promised delivery time was missed without notice and when I called a new time was scheduled only to have the rotisserie unit omitted. The promised follow up call from The SoakHouse never came and I had to pursue the matter. The promised product registration by The SoakHouse didn't happen and 3 weeks later I have now registered directly with Napoleon. And finally, due to ratcheting the BBQ to the delivery pick-up truck the BBQ front doors are permanently misaligned. These BBQ's are widely available and I would suggest considering a different supplier.

One of the absolute worst experiences I have ever had, we ordered our hot tub 4 weeks before we moved into our new house, we were told it would only take 3 weeks to arrive, after many phone calls and anger they delivered the hot tub 6 weeks later. When we finally received it, they put it in the wrong way, they left a cover that was not the right size or shape to fit the tub, they gave us the wrong chemicals and worst of all we didn't get our ducks. The customer service staff were rude and would not accept responsibility for any of their errors and the owner was as ignorant as they get. Please go anywhere else for any of your spa needs.

Excellent local company with knowledgeable owners and staff. Highly recommended. Although I didn't buy my hot tub direct from them, they service all brands and they have always been open to helping me with parts, now needing a new filter on order.

Never had a worse experience buying a hot tub. Arrived missing parts. Hard to get through to the store or they avoided our phone calls. Hope they’ve improved else they deserve to go belly up. There are better places in Nanaimo to purchase a hot tub.

Best place in the mid-island for a hot tub and ongoing service. Dave and his team have taken incredible care of my tub 5 years after I bought it and they treat me well every time I am in there. Can not recomend a better place.