Watson's of Grand Rapids | Hot Tubs, Furniture, Pools and Billiards — Attraction in Kentwood

I recently purchased a new X8 Bullfrog Spa to replace the older CalSpa I also purchased from Watson's. Since the electrical hookup was completely different we needed an electrician to wire it - no problem. It finally got wired and filled and we discovered that the heater and control pad did not work. Both pumps and the lights worked fine. I tried to call Watson's repeatedly but you cannot even leave a message until they open. So, I had to take the day off from work to get this taken care of. I was finally able to get a hold of the service department when they opened at 10 am and spoke with David. He was great! He tried to walk me through solutions over the phone and since they didn't work he was very apologetic and said he would be out to service it in the afternoon. At 4:00 pm I called the store to make sure he was still coming and was told that he was. At 5:30 David called and said his manager would not allow him to come because it would be overtime. He was willing but his manager said no and he would have to come out on Monday to service. I tried to call the Grand Rapids store to discuss with the service manager. It was then I found out that Brandon, the service manager is in the Dayton Ohio store and was no longer available. I left him a message and was not happy. I again called the Grand Rapids store to try to talk to a store manager, again no management level people present. Josh tried to call a couple of different managers and couldn't get any response. He again called to apologize. After spending several thousand dollars on a hot tub, this is the level service that is acceptable to management at Watson's. It's a brand new spa that doesn't work and we will just have to wait until it fits in their schedule to use it for the first time. All of the people I have dealt with at Watson's from sales to delivery to David, the service man and Josh have been great! The management team seems to be really lacking in customer service. I am anxious to see if there is even a response from any level of management...

I would say the quality of the products I received has been great. However, the service I received was horrible. I had paid for delivery and it was scheduled a week ahead of time to be received on a Tuesday between 4-7 so I planned ahead for that. When that Tuesday rolled around, I was called after 7pm and told that it would be closer to 8:30 so I told them it was fine. When 8:30 rolled around, I was called again and told that it couldn’t be delivered until 10pm and it would take them 2 hours to set up so they recommended changing for delivery tomorrow which I approved at this point because of how late it was. The next day I called the warehouse to see what time it was being delivered and was told that the trucks had already gone out that day and they couldn’t deliver to me, but could deliver the first thing the next morning. At this point I was annoyed, but I understood so I agreed. Then the following morning I had not heard or seen anything so I decided to call again and was told by the manager of the warehouse that they were told my stuff had been delivered already. At this point I explained to the manager how frustrated I was to have to keep adjusting my time for delivery and to be told now that no one was actually planning on delivering because “it had been delivered”. With the service I had received previously I figured I’d be the first delivery the following day or I would at least have my delivery fee waved considering the amount of times I had to adjust my schedules for this delivery, but the manager just seemed annoyed and said he’d get it to me by 5pm the next day. I will not go through Watson’s again because of the lack of service which is a shame considering I liked the product that I...

Very Frustrating. I purchased a hot tub back in 2015 and the tub started to leak around October 2015. Still under warranty so Watsons was going to take care of it. They had multiple service techs out to my house all who seemed to find the issue and it was fixed. Loose connections, bad seals, etc. The issue is they could not find the problem and did not actually fix anything. I then got involved with the Manufacture (Dynasty Spas) working with them directly and after Watson's service techs coming out 8 or 9 times Dynasty Spas decided to hire a different company to evaluate this issue. We got Spa Tec of Zeeland to come and take a look at the end of April 2016. The tech was at our house for about 1 hour and found that there was a manufacturing issue and it had actually cracked which is where the leak was coming from. Jeff from Spa Tec talked with the rep from Dynasty Spas and got back to me later that evening saying that Dynasty was going to get a new hot tub in process and we should be hearing from them soon. April 22nd the new order was placed by the rep from Dynasty Spas and I was notified it had shipped to Watson's on 5/20/2016. Here we are on 6/30/16 and Watson's was supposed to deliver the new tub today (Per Chad...General Manager of Watson's of Grand Rapids) however I never got a call for a scheduled delivery.

Long story short....Watson's is very happy to take your money when you purchase a tub. However if you have an issue........Good Luck!!!

**New hot tub was finally delivered on July 6, 2016. Only 9 months of not having a hot tub and. It took Watsons 1-1/2 months to figure out how to deliver the new tub. Finally I dont have to deal with...