Watson's of St. Louis | Hot Tubs, Furniture, Pools and Billiards — Attraction in Saint Charles

Got a call from a manager today and he was very helpful and apologized over this matter. He offered us a tub at the price we were quoted and an in store credit. We had already went elsewhere and bought a tub but he still offered to mail us a credit to the store. He did everything to correct the issue and assured me it should have never happened the way it did. I really wasn't expecting much after this experience but I am pleased with the outcome and the fact that they tried to make this right. We will be going back and trying again for a better experience which I'm sure we will have. I am only keeping my one star review as I know people will look to it to see why it was left (I always go to the bad reviews first) so I want them to see that this was made right and we are happy with the outcome

emailed you a week ago, STILL HAVE YET TO RECEIVE A RESPONSE!

First and last trip I will ever take to this place. We went in looking to buy a hot tub and maybe a swimming pool. We found two and were quoted a price difference of $1,000 so we were going with the higher model with more Jets. We were happy with our salesman that helped us, as we settled on the more expensive tub and were quoted on more than one occasion that it was $7,777.00. He even talked it over with his manager multiple times. It was last year's model and they were wanting it off the floor. We were also told on more than one occasion that this year's model of that same one was exactly the same price, but we settled on the 2018. It came with more than we need (stereo system) but we were willing to pay an extra $1,000 because it had more Jets than the other 2 had. As I am sitting down filling out my application, the manager calls our salesman over to tell him that he won't sell it to us for $7,777 because it has the stereo, so they upped the price to $8,377. I told him we didn't even care about the stereo but that was the only one they had of that model so that's why they were willing to drop the price to $7,777. We both told them no, that's not right, we were quoted that price MANY times so they offered to give us the hydraulic cover lift for free (a $200 value they said!), which was a joke to me. We told them no thank you and walked out. They not only lost the sale of and $8,000 hot tub but also a swimming pool. We just bought a house and we're going to buy patio furniture down the road as we saw a lot of nice things, so they lost a lot of...

If I had it to do all over again, I would NOT purchase a pool! We are trying to do it right with a permit. The electrical work quotes are $5,000!!!! Yes! Not a typo! $5,000!!!! And up! So far, we are sitting close to $16,000 and the pool is still not up. Not Watson's fault, but some things were not explained and absolutely not expected!

The staff were all super friendly and sales took the time to answer all my questions. I left without making a purchase on the first day because I wanted to take time to think about it. And I told the sales associate that before I asked all of the questions. I did return about two weeks after that first day and purchased the best 27' pool because we only want to do this once. Sales was never pushy and took as much time as I needed. As a matter of fact my sales associate explained that the lower cost pools are still of great quality. The reason for the 4 stars instead of 5 is because I was told to call before I arrive so they could get started on picking the items. There were a lot! I called an hour before I arrived, and I told the person on the phone it would be about 45 minutes. When I arrived I was told they had no warning I was coming so I had to wait 30 minutes for them to pick the items. The guy picking apologized and was just as friendly as everyone else. He helped me remove the ramp from my trailer and put it back on! Something I didn't realize because the items were all plastic wrapped on one skid, but when I got home the bottom box and that side of the skid is either crushed or something. We not ready to take it off the trailer yet so we might not find out if there is damage for a couple of weeks. I called the office back to let them know about the mishap and that person just did not seem to care. He wasn't rude or mean, just his response was like oh, ok. Then he put the blame on the "new warehouse" instead of saying something like I will explain this to those who need to know so we can try to keep this from continuing to occur. Anyway, we will make more purchases in the future, such as a pool table, foosball maybe, and patio furniture, when we get the time! Overall,...

Purchased a Bullfrog Hottub from dealer. Had issue with headrest, they all melted an an extremely hot day. Never seen such a thing let alone heard of such a thing. It’s a hot tub. Up until that moment the hot tub has been perfect. I called expecting them to be in warranty and I was originally told they were covered and was told replacement product was ordered. Didnt hear anything for couple of weeks called back to check and was told they made mistake that they were not coverd and the person who told me they were covered took it upon themselves to not notify me. I got a call two days later from Mike the service manager apologizing that he had some new people working in the office and while I in fact was out of warranty but because I was originally told that I was in warranty he wanted to make it right.

This is what customer service should be. Keeping your word and if you make a mistake owning up to it and making it right.

No one likes to hear the stuff they bought is broken and out of warranty. But when you spend $12,000 on something you are expecting it to last. I get it it’s not a lifetime warranty but such an odd and unexpected issue like this and it being only 3 years old Because Mike made that gesture I will go back and purchase more product from Watsons and I feel very comfortable telling everyone else to do the same. This is being covered by Watsons not Bullfrog and it says a lot about the character of Watsons and they believe the customer is important to their success. From a retail perspective this is about a 350.00 gesture probably about 170 for them or in that ball park. But from a customer relations point of view it might as well have been a million.

I have many other projects in the works where Watsons products will serve me and they will make this money back many times. So many businesses miss this sales opportunity over such a small amount and so many business could learn from this...