Royal Spa Elite 140 Frontage Road, Lafayette, IN 47905

"My house came with a hot tub and like any other guy, I’ve tried to figure it out myself. Getting frustrated with the chemical levels, I took a water sample here. They have just switched to winter hours and we just missed them. I don’t know if it was the owner or employee, but they saw us walk to the door and they turned their vehicle around and came back. They opened up so he could test my water. He told me exactly what I needed to add and even gave me a cheat sheet. Very friendly and didn’t act like we were a bother."

"We live in Danville IL (about an hour 15min from royal) we purchased a spa from them in June 2021. We were told it was on order already and would be delivered to us in mid october 2021. The end of October rolls around and we still have not received a call from them. We reached out and were told it looks like it will be near the end of december 2021. Frustrating, but we understand the world situation with back orders and why things are taking a long time, they should have called and updated us but no problem. December rolls around and still no update from them. The store was closed for 2-3 weeks. First/second week of January 2022 we call and we are told the hot tub is being built but it still hasnt shipped. They assure us they will call 3 weeks before delivery. The end of February 2022 rolls around, still no word from them. We call and Kyle answers and says “Oh, nobody called you?, your hot tub is in but we are waiting for availability to deliver it.” Again frustrating, but we understand its probably difficult for them getting spas in. He told us someone would call in the next few days to schedule delivery. March 15th rolls around, still no contact. We call yet again. They say they were about to call us and schedule delivery for Thursday March 31st. Tina calls on Wednesday March 30th to confirm delivery for the next day between 10-2. We are all set. The next day arrives, Kyle calls that morning saying he is worried about the weather because there is a threat of 15-25mph winds and they have to tip the hot tub on its side to get it through a fence gate. Again, frustrating, but I get it. It could fall over pretty easy doing that. So I go outside and disassemble a vinyl fence panel that hs 7.5’ clearance to get the hot tub through flat on its bottom. I tell kyle, problem solved, no need to tip it on edge. He may have misspoke or was confused on dates but he mentioned our hot tub had been there since the end of JANUARY 2022?!He said once his guys get back from another delivery/repair they would load up and head out. They would call when they are on the way. An hour later Tina calls. Confirming delivery and that the hot tub didnt have to go on its side. She said the guys were out to lunch and would head our way when they got back. An hour later, Tina calls and tells me our delivery must be rescheduled for April 15th or 22nd. I was over it at this point. I asked why. She explained that it was storming bad in lafayette. Horrible winds and rain. And there was a risk of freezing the hot tub on the journey. I told her it was 41 degrees outside. She said that the “feels like” temp was below freezing and by the time they drive to danville there would be so much water in the hot tub that it would freeze and damage the inside. I told her thats not how wind chill works and she doubled down and told me that if I drove to lafayette with a cup of water out the window it would be frozen solid at 40 degrees because I am driving 70mph on the interstate and the wind chill would freeze it. I asked for delivery on the next day, or on monday or tuesday the next week. She said they had deliveries scheduled for those days so she couldnt deliver mine. it had to be 2-3 weeks out. She was so frustrated with me not believing her she put me on hold. I hung up and spoke with my wife, They had $10k dollars of ours and we decided we just wanted our money back. Of course after calling back tina could not help us, the owner had to call and she didnt know if they would return our money. After 1-2 hours still no word from the owner. I called a couple friends who live in lafayette, They said it had sprinkled on and off and was a little breezy but definitely not storming. At this point Its clear they just didnt want to deliver it to danville IL, I get it but they offered free delivery. They never contacted us once from our purchase date, we always had to call. It was a poor experience from beginning to end. A friend offered his flat bed trailer and I drove that evening and got it myself. had 7 friends help move it."

"Lafayette location. Tina is usually nice and helpful. Had a bad experience when she called her "lead technician" about a heater element warranty inquiry. Off the bat this guy was loud, aggressive, and defensive. Yelling through the phone that there was no way a heating element was faulty. Got me upset and I yelled back. Always pinning it back on my fault. I just bought this $80 element 3 days ago and goes out. Try to bring it back for replacement and they both scoff at the idea that it should be covered under factory warranty. You can find these for under $40 online. I bought from them to support a local company thinking they'd take care of me. Bought a $600 new cover, pads earlier last year. I'd recommend shopping online for this stuff. At least if it goes bad, you can get a refund."

"We got our spa about 7 years ago. Love Royal Spa and their local storefront. always VERY knowledgeable as I am always replenishing our chemicals. the store is always kept clean! and when a VERY important part of our spa went out, they got us on the repair schedule extremely quickly. I couldn't be more pleased with their customer service and I crack up when they know who it is when I call!"

"Warning! If you buy, you will be sorry. The second after the purchase, they will not help you anymore and act like they don't know you. They got your money! They charge for every trip out to visit and fix and if you are home to get the door, they lie and say you were not home and charge you for it. They cancel their appointments but never call to tell you, but you will wait and make plans around them. And you charged for that visit too!! When they "fix" things and you spend thousands on the repairs, the next day or week, the same problems happen again and they charge you again for them. Not good business. Stay away!!"