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

Watson’s has always been our go-to store for high-quality items for our home. We are currently in the final stages of building a new house and planned to purchase several large items from them, including a sauna, pool table, hot tub, and movie theater seating. We decided to begin with the sauna so it could be installed and trimmed out to appear built-in. On Sunday, I went to Watson’s and paid in full for the sauna. I was told delivery would take place on Friday and that there was a $199 delivery and setup fee. We discussed that we are located approximately 100 miles away (one way). The sales representative clearly stated there would be a minor upcharge, and we agreed we were willing to pay an additional $100–$150 due to the extra mileage and labor. As business owners ourselves, we understand and respect those costs. The sales associate told me she would follow up on Monday to confirm whether there would be an additional charge and the amount. In the past, we have paid an extra $100 without issue. Instead, I received a call stating they would be charging an additional $400, calculated at $5 per mile beyond the 60-mile radius. I was told this was because they had discussed raising rates in the past and that the delivery team wanted that rate. I am extremely disappointed that I was essentially the customer chosen to absorb this sudden rate increase. There was no fee chart disclosed upfront, no transparency, and no effort to work with a loyal customer—resulting in sticker shock and a feeling of being taken advantage of. As a business owner, I believe companies should have clear, published delivery pricing and treat long-term customers with respect. Unfortunately, Watson’s showed no willingness to negotiate or consider our loyalty. Because of this experience, Watson’s will no longer receive our business or referrals. I have already advised friends to purchase their hot tub elsewhere. This situation reflects poorly on how Watson’s values customer relationships.

So what could have been a 1* ended up a 5. We bought a tub from Watsons 3 years ago fired it up this fall and noticed it was losing water and the slab was wet. Pulled the panel and noticed a main hose was resting against a sharp corner of the frame and wore a hole through the hose. I called Watsons and they told me it was just out of warranty (of course). When I explained that it was an obvious workmanship issue I was told to send pics and vids if possible. After Watsons reviewed those Amina in service went to bat for me with the manufacturer. She managed to get the manufacturer to cover parts and labor even tho it was just out of warranty. All companies have problems now and then. To me it's how they resolve them that can make or break them. She could have easily just said "sorry" and left me to resolve it on my own. Instead they sent a repair tech on a 30 degree winter day. Thanks Amina and Watsons! We'll be back. 😉

I had a wonderful experience today at Watson’s! Ronda reached out to me from an internet inquiry that I made a few weeks ago right away she reached out to me. When I reached back out to her today, she texted me back intimately and said that she was in the store and was beyond amazing to work with! She was patient, kind, fun and very knowledgeable! She did not try to upsell me. She helped me figure out exactly what my family needed and found me an amazing price on it! We are 45 minutes away from the store and that will be the first and only place I go from now on! Thanks for taking such good care of me Ronda and team!

We have unfortunately used them for a few years after we bought our tub from there. Trinity was nice but Amina was just awful all the time. They messed up so many times trying to repair our tub & it's still not fixed. They bought the wrong motor, brought the wrong parts constantly. We've tried working with her thru all this but she rejected us. We've had a few friends who have similar problems with her. We'll never come back unless the owner wants to make it right.

We dealt with Cheryl, she was very knowledgeable and helpful. If she didn't know the answer she would find out for you. We texted her with any questions that we had. We also on another purchase dealt with Sara. She was also helpful in the same way. They both took their time with us and didn't try to rush us into a sale. I would definitely recommend Watson's of Kentwood for your pool, patio umbrellas and furniture needs.