Great
Based on 95 reviews
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Arcticspastore.com is the online store for Arctic Spa parts, filters, jets, control panels and accessories. We focus on providing all products and accessories for every Arctic Spa owner no matter where you live.I started Arctic Spas Utah in 1989 as a spa service company. I was still in high school at the time. In fact since I was not 18, I had to have my mom get my first business license. I lived near Park City, UT, probably one of the highest per capita locations for hot tubs in the world. There was plenty of spa service needed. In 1996 my dad told me that I would be doing the same thing forever unless I opened up a store. With his help, we opened our Park City store. A couple years later, I found the perfect spa. We started selling the Arctic Spa in 1998 and were drawn to the design for the cold climates. The following year we opened our Salt Lake Store. Over the years we have received many awards including Arctic Spa Dealer of the Year and Arctic Spa Service Dealer of the Year.We are also an accredited with the BBB with an A+ rating as well as being spasearch.org certified.
ArcticSpaStore.com (arcticspastore.com) has 95 customer reviews on Folks Told, with an average rating of 4.1 out of 5.
Showing 7 reviews with 1 star · Clear filters
Customer Mark K.
I did not receive the product.
Reply from ArcticSpaStore.comMar 20, 2014
Hi Mark! According to our records, it looks like your package was shipped on 3/14/14 and that it arrived yesterday, 3/19/14. Did that ever arrive? It says it was delivered and left at the front door. If that didn't arrive correctly, let us know and we'll be more than happy to ship you a new one. I'll also send you an email with the tracking info. Thanks!
Customer
Once it shipped, it was the right part. But it took 25 days, which is ludicrous!
Reply from ArcticSpaStore.comFeb 1, 2014
I am sorry this took so long to get to you. With some of the less popular parts, we do run into times where we are backordered on them. We sent you an email shortly after the time or order to let you know that it was on backorder. As you can see from many of our other reviews, we ship the vast majority of our parts, etc. out very quickly. I apologize once again that this was slow getting to you.
Mitch C.
I ordered part's on Dec 15th and it's now the 28th and still no part's and you want to know how you did?
Reply from ArcticSpaStore.comFeb 1, 2014
I am sorry for the delay on your parts. The mold for the pillows was damaged and had to be rebuilt. We are close to getting these to you. The factory has been working hard to get these back into production. You should have received an email explaining that they were on backorder and we would ship them to you as soon as we receive them. Thanks for you patience.
Steve
I placed an order on November 21. On November 22 I received an email that my order status had changed to "awaiting shipment." On November 25 I received an email stating that the item was back ordered. The I heard nothing. I checked my order status several times and it always said "awaiting shipment." Finally on December 9 I tried leaving a message on their online site. I got no reply. I emailed them directly. I got not reply. I called, and was told their online specialist was out for an hour or two and I could call back. I did, and got his voicemail. I left a message and got no reply. I called back and insisted that someone please listen to me. Someone did, and said my item "might be on a truck that came in today. They are also expecting another shipment tomorrow." meanwhile I had sent another email to the person who had originally said my item was on backorder. I never received a reply from him. On December 12, I tried their online chat and actually chatted with someone (it is the first time this worked for me)called again. They said my item was in stock and would be shipped that day. They told me to email a particular person to get the shipping info. I did, and never heard back. I just checked my order status a few minutes ago. It said, "awaiting shipment..." This is 22 days after I placed the order.
Randy B.
I ordered some jet replacements on 25 October 2013 and when I was working with the online representative he stated the jets were in stock. However, it still took until 1 November for the items to be shipped. I kept trying to find out why my order was delayed and was told someone would get back to me and they never did until the jets were finally shipped a week later. Very disappointed in the costumer service.
Reply from ArcticSpaStore.comNov 21, 2013
I am sorry for the miscommunication. The type of jets you ordered are not ones that we keep a large number of them in stock. It is likely that we sold out from when you originally asked about them on the 25th and when you placed your order on the 26th. We should have communicated this better with you. It looks like we did get everything shipped out to you on the 1st though and you received everything on the 4th. This was a total of 9 days including weekends from you placing the order to you receiving your order including shipping time. We will do a better job of communicating with you so you know what the status is in the future. Thanks.
Chris H.
Went to SLC, UT Arctic Spa dealer to ask 3 simple questions about a spa I own. I spoke to the owner Christian. I just needed the information and in no way was disrespectful or arguing instead I was told that he was so far beyond me because he advises over 4000 hot tub owners. BFD. Very arrogant and certainly unwarranted as I only asked simple non-controversial questions and was accepting his answers... What a surprise another A------ in SLC... We tend to boycott all the Mormon owned businesses in Utah if possible. Here is a great reason why!!! Only got the foul smell of M&M's (Mormons and Money)...I had intended to speak to someone and purchase a swim spa Today instead his arrogance cost him that sale and any further purchases (large & small)... Nice job Christian... If you are as unhappy as you appeared today maybe get out of the business thats making you so MISERABLE..You sure sucked up to us when we were considering our purchase. How typical.oh yeah you won't be getting any referrals either! Hope you don't drown in all that knowledge.
Reply from ArcticSpaStore.comJun 28, 2013
I am very sorry that I made you feel this way. This was not my intent. The funny thing though was when you left I told the people at the store that you are going to go home to experience the same problems that you were asking me about. When you ask a question of the expert (you can call this arrogant but you did ask me, as the expert, for a reason), we know the answer for you. I felt that either you did understand or want to listen. Further when you went home you were going to experience the same problem, which doesn't lead to you being happy about your product. I had the answer for you to solve your problem. Even though you were not loudly argumentative, I don't believe that you truly believed that the answer I was giving was going to work and you were going to end up in the same situation. So my comment was really more in the lines of "please listen to what I am saying. I have helped 1000's of people in your situation. I can solve your problem if you will simply follow my guidance." I am sorry that your interrupted this as arrogance. I also find your religious comments offensive. Since we never talked about religion in any way, I am not sure why you would even bring this up. You only bring it up as the stab in the back and a chance to stab the religion. I don't see that the reason why nor do I understand why you think this is acceptable. Do you also give these stabs to other people who believe differently than you? Do you single out people because of race, or status, sexual orientation, or any other individual characteristic as well? Last time I checked the politically correct thing to do is the accept people for their beliefs. I never shared nor commented on any such subject with you. From our decision, I am not sure how you come to the conclusion that I am of this religion, maybe I am a Jew. You really have no idea. Would you also say the same thing about being a Jew as well? Is the title of this review correct or should it be "Mormon". Was this a situation were you already labeled me as a "Mormon" and therefore really did not want to listed to me. Just so you know, when you walked through the door we did not label you as a Mormon hater. We just accepted you as a friendly customer. You may not want to listen to me help you. But I am here to serve my customers when you or any one of them need help. We will welcome you to our store just as we have always done, but next time, lets leave the religion stabs outside. If you choose not to allow us to serve you then the only thing I can say is "We will miss you"
Michael W.
Bought a Arctic Spa from you Vernon Hills store, owner Dave. I have had several issues from the beginning. None of which went smoothly. The store has closed and is in different hands. I have a new guy servicing my Spa. He has had an order in for weeks with no response. Order #2231. Again, the BS continues. No online support. The phone rings and rings. Based on your online video's the company is there, but where is everyone? For years I have struggled with your support. Worst i have every experience. From an American Manufacturer who feels you should be ashamed of your perfessionalism.
Reply from ArcticSpaStore.comApr 15, 2013
I am very sorry for your troubles. Please keep in mind that we are an Arctic Spa dealer. We are not the manufacture nor are we the dealer that has treated you as you claim so far. We are a completely different company. That being said, your service person placed your order 11 days ago. Some of the jets you ordered were on back order. I will ship out today what we have, which includes the 3" and 1 of the 5". This way you will at least have these. We should have the other jets in a couple of days. We will ship them out to you as soon as we receive them. Also, if we don't answer the phone, we are helping other customers. You can leave a message and we will get back to you. You can also press 0 and if there is someone available in another department, they will answer. We also offer email support at [email protected] or we even offer an online chat option in the bottom left of our website. While we try to be available when you call, if you cannot reach us, feel free to use one of these other methods as well. We want to make sure you are taken care of. Please feel free to email me at [email protected] if you need anything else. We truly are here to especially help those who no longer have a local dealer. I am sorry once again for the delay. Thanks, Christian
