Watson's of Cincinnati | Hot Tubs, Furniture, Pools and Billiards

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It has been less than a yeaar and we have had 3 different hot tubs. The first hot tub sprung a significant leak in below freezing temperatures. We were filling the tub every 2-3 hours including at night to ensure that it did not freeze or get an air lock. We waited over 2 weeks for Watsons to come out to service the tub. After a lot of calls and grief, it was decided that the tub would be replaced. Watson's was kind enough to temporarily patch the tub so that we could use it until replaced. We were satisfied. The new tub arrived. We were so happy, but on arrival we realized that it was filthy filled with dirt and water and some deep scratches in the tub's shell. We called Watson's. They again came through and said the tub would be replaced. The new tub arrived and it was clean and new. What a relief. We enjoyed the tub, but after a couple of months, the control panel has stopped functioning correctly. The tub is heating when it should be cooling, and the weekender mode does not work correctly. Bullfrog, the manufacturer was notified by me, and the T3 echs who discussed the issue with me indicated that the circuit board needed replaced. Watson's service came out and finagled a work around by scheduling the filter schedule to go off at particular times to heat when we prefer it to. I was not satisfied because I could see that it was a work around not full resolution because the tub still does not work in weekender mode and does not function like the initial tub did by the owner's manual and description We are having to use work arounds to get the tub to heat and cool when we want by manually setting the filter schedule for every change we want to make. FYI, not the way the tub was designed. It is very simple when working. I called Watson's back and indicated AGAIN that the tub is not functioning in the other modes as it should and is heating up during the week in weekender mode. I scheduled another appointment. Again, I had a conversation with Bullfrog the manufacturer, the Tech I spoke with assured me that the tub was under warranty and the circuit board needed replaced. Just to make sure that the Watson's service person would come out prepared to replace the circuit board, I called Watson's who informed me that my rescheduled appointment had been cancelled and the tech indicated that they fixed the tub. At this point I am more than a little mad. My husband and I are at the point where we want to return the dysfunctional tub if they cannot come through . I contacted Bullfrog once more and asked them to advocate for me to get the circuit board replaced. They indicated that they would call Watson's and give some direction. I now have an appointment for July 1st for service. I am hoping that this will be rectified.

What I will say is this. Watson's has resolved some of our issues with our broken tubs. This is appreciated. However, the customer service aspect, needs improvement. I have had some good conversations with schedulers over the phone, however the service people seem to be overburdened by the demands and number of clients served. As a customer, when there are issues, you will wait for service. Even if your tub is leaking profusely during the winter months. As a customer, one tends to lose confidence in the care they will receive in addressing issues Staff seems to have a culture of looking at the customer as maybe being wrong rather than listening to the customer. The company could benefit from some training regarding positive customer communication.

Great store with a lot of furniture and price options to choose from. We would go back for any more furniture we need in the future.

Had a great sale guy.Frank Re. He sold us a hot tub.told us about the product and only one made in the U.S.A. hot tub is perfect for us..and at a great price!

It is mid Feb & my hot tub is not heating the water. The store manager Adam told me that their service schedule is very booked up. And the best they could do is maybe five days to service the spa. this spa is a very expensive.I do not wish to take a chance of having the spa possibly freeze in the cold. I asked the manager to extend some customer service & arrange to come earlier to take care of this problem. He would not budge or yield. In the course of the conversation he even insinuated that I thought myself "entitled." Yes Mr. manager, spending $5700 worth of my hard earned money does, indeed, entitle me to some decent customer service. I told him I would bring the service issue to the corporate level he smugly said, "this is my family's business." I think he even said his father owned the business. Your high-end, high dollar purchase has the same regard as if you purchased a stick a bubblegum from them. The multiple complaints about their service department are valid.

Don Ellinghausen 1-1-2014 I purchased a hot tub cover Friday from Kim. She found the exact cover for our hot tub we purchased from Frank at Watsons in 1998. She wasso efficient and nice. Frank was there when I picked it up and treated me like an old friend. Everyone there was so friendly. The employees is the reason Watsons is No. 1 !!!!!!

Had a good shopping experience in shopping for an air hockey table. Good product. Did well in getting it to us by Christmas.