The Spa & Patio Store – San Diego
⭐4 ( 39 Reviews )
Address: 5630 Kearny Mesa Rd, San Diego, CA 92111, USA
Overview of The Spa & Patio Store – San Diego
Located at 5630 Kearny Mesa Rd, San Diego, CA 92111, USA, The Spa & Patio Store – San Diego is recognized for its commitment to excellence, as evidenced by its 4-star rating from 39 reviews. Customers seeking reliable services can call +1 858-558-7727 or browse https://sandiegospaandpatio.com/?utm_source=google&utm_medium=organic&utm_campaign=gmbSD to explore what The Spa & Patio Store – San Diego has to offer.
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Address: 5630 Kearny Mesa Rd, San Diego, CA 92111, USA
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Operating Hours:
- Monday: 10:00 AM – 6:00 PM
- Tuesday: 10:00 AM – 6:00 PM
- Wednesday: 10:00 AM – 6:00 PM
- Thursday: 10:00 AM – 6:00 PM
- Friday: 10:00 AM – 6:00 PM
- Saturday: 10:00 AM – 5:00 PM
- Sunday: 11:00 AM – 5:00 PM
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I went in here looking for a new spa. Their showroom was very nice and had lots to choose from. The customer service I received from Bernardo was amazing. He was very knowledgeable and friendly. I would highly recommend them to anybody looking for a new spa or patio.
Purchased a Caldera Saltwater Spa for my family. The sales and payment process was easy. 5 stars for selling and taking my money.
Problem: The hot tub arrived with a leak and was not complete due to incorrect cover and uninstalled lift cover system.
Biggest Issue: Poor internal communication between sales people and office AND poor client support from the company. They told me to go to my sales person, and he was constantly telling me to go to the manual and Youtube for training and to troubleshoot a spa that was leaking all over my backyard patio.
Listen up management, telling a client to go to YOUTUBE is not customer service. That is unacceptable on a brand new spa. Additionally, the youtube video you sent me is not even the spa that I purchased. If you are going to outsource training and instruction be sure that the videos provided are accurate to the make and model.
The sales person wanted me to open up the system and check to see if the valves were leaking. I asked repeatedly for him to send a professional out to resolve. He kept saying that I should just open up the panels… that a service person would be too expensive. He also said that they sell 30-40 spas regularly and this never happens. He continued to deflect and not handle the issue in a helpful manner. I sent multiple videos and images of the leak and me opening up the panels. He expected me to assist him uncovering why and where the leak was happening even though he knows I am not a trained hot tub professional. He still would not send out a service person.
Things got better after I asked how they were going to ensure that this was not escalated to court.
They sent out a service person to set it up, he brought the correct cover, installed the lift system, and went through training on how to use the system.
5 stars and big applause should be reserved for the serviceman who came out, his name is Dante. Give that man a raise. He has excellent communication skills and was a pleasure to deal with. I would buy from that guy. He’s the guy that deserves the commission from the sale. He repaired the leaking tub and took all the necessary time to train me. He actually saved the entire experience.
I would not choose this experience again.
I had another, longer review that, in hindsight, was misinformed. I spoke with the owner, Ian, directly, about an issue, and he went above and beyond to ensure that it was resolved efficiently and that I understood items that were not clear and why they were unclear. It’s a great lesson in owners trying to educate the customer accordingly in an age where it’s easy to jump to conclusions. I’ll keep this short to not go into the details, and focus on the highlights:
The good
– Large selection, a solid sales team (Jeff was informative, attentive, and helpful). You can try out a spa available (bring a swimsuit!) and get info about specifics that I don’t feel you get elsewhere. Felt like the process was very honest.
– We got a great deal. We bought the LE761L (the store spa), and were impressed at the specs, the price, and the components of the spa itself overall. We felt like we had a good understanding
of what type of spa we were purchasing and why, and Jeff was a big part of that.
The interesting
– Manuals / post-purchase documentation could use a little work. Ian addressed this, and they’re working on improving it! It’s great to see strides taken toward issues like that, and I can’t imagine it’s easy as a small business.
– Some inconsistencies with process post purchase / delivery in terms of timing and communication. In my conversation with Ian, though, it became clear that as a customer, maybe we need to give a little more credit to the small businesses that are working hard and trying their best. Process is expensive to be consistent, and we may have unrealistic expectations about specific parts. I said some unfair things in my previous post, but Ian and Bernardo (sales/customer service) addressed the issue well. I appreciated their attention, and even felt bad at my initial reaction because the lack of clarity was addressed.
I made an initial attempt to have questions answered quickly.. And they were (but it was not fair to the business). I appreciated Ian and his team, and will recommend the Spa & Patio Store aggressively moving forward – thank you for your time and attention – I was very impressed and will use this interaction in future decisions moving forward. We did want to purchase NOT from a bigger store / brand on purpose, and overall we feel very happy with that decision.
A minor issue is relatively normal and we’ll forget about it once we’re enjoying our amazing spa!
There was some issue at the begging of the purchase but the guys made it right and provided really good customer service. I appreciated the attention they gave us.
I bought a hot tub here and my experience has been really good. They were up front about delivery and delays and the ongoing support has been fantastic. Brandon is responsive and knowledgeable. And I love my hot tub!! I may consider buying patio furniture here in the future.