Aquatica Bath Reviews 128

It has been over 6 weeks and the sink I ordered is 2 weeks overdue. Two emails, one useless online automated chat and a voicemail later, still absolute radio silence from this company. It seems that once they have payment in full, responding to customer concerns and delivering the product are optional. This is not the level of professionalism I expect from a company charging 4-figures for a sink. My only option now is to file a claim with Visa.

Urgent Resolution Required (Order No. UK240005)

I am writing to formally raise a complaint regarding Order No. UK240005 and the extremely poor level of service we have experienced. Quite frankly, this has been one of the most frustrating customer service experiences we have ever encountered.

The issue with our order has now been outstanding for several months, with no sign of resolution. Despite repeated follow-ups, we have had to constantly chase for updates rather than being kept informed. Unfortunately, Alicia from your customer service team has not responded to our emails, and the lack of communication has made the situation even more unacceptable.

In your last correspondence, we were told that the item was defective. Since then, we have been completely ignored – no replacement, no refund, and no clear explanation. We even requested the contact details of your CEO or a senior member of management so that we could escalate this matter, but once again, we received no reply.

This level of service is unacceptable for any company. We require urgent clarification on:
1. When this issue will be resolved, either through a replacement or a refund.
2. Why our repeated communications have been ignored.
3. Who in senior management we can escalate this to, as customer service has failed to provide any resolution.

If we do not receive a timely response, we will have no choice but to escalate this matter externally through consumer rights bodies and online platforms to highlight the lack of accountability.

We hope you will finally take this matter seriously and provide us with a clear resolution without further delay.

The Lullaby-mini tub arrived in perfect condition well crated. We originally had some communication issues but once that was sorted out, the staff at Aquatica followed through on every promise and our beautiful new tub arrived well packaged and in perfect condition. This is our second tub from Aquatica and once you've seen the quality and materials, it's hard to consider any other brand.

I purchased an Aquatica downtown spa. Paul Williams was my salesman that wrote my order for the spa due to it being special order. The spa arrived and was packaged better than any item I have ever seen. Our crane operator placed the hot tub . We filled it up and noticed it was leaking. So now is where Aquatica earned this 5 star review. Paul stood by me every step of the way. Even when I wasn’t the nicest. The thing that I look for in a company is if they’re going to get their customer to a place of satisfaction. Aquatic did this or should I say Paul Williams did this. This man left his family and got on a plane to get our hot tub working. While the hot tub is incredible and worth the price, what I remember most when I relax in this tub is the kindness of one man who cares.

Our representative, Paul Williams, was very helpful and informative and guided us through the selection process and also spoke to our client to narrow down exaction what the client would need in accessories. The date of experience below is only asking for 1 date, however, Paul saw us through from education and selection starting in April 4, 2025 through delivery in June 2025.

I simply cannot speak highly enough of my experience with the customer service representative who helped me fix what I feared was an unfixable problem. We have an older Aquatica tub in our home, one which had a overflow system that is no longer in use with the newer model tubs. I searched everywhere for a replacement but was unable to find one anywhere online.

I reached an Aquatica representative - Goran S. - who took it upon himself to help me. He did a cursory search and came to realize that the part I was looking for was no longer in production. That said, he had the feeling that an old one may have still been in stock in a warehouse, somewhere.

He started the search and did not give up. He kept following up to let me know the progress and ultimately, at long last, was able to find the sole remaining replacement part that I needed. This was not a high-priced item, and we had no pre-existing relationship. Nevertheless, Goran took the time to get with his team to scour the warehouse and to find what I needed.

The part arrived, I installed it, and we are back to where we should be.

Not all service representatives would have been so determined, so patient, and so helpful. I am incredibly impressed that he spent so much time and effort to help me solve the issue I had. To him, and to the rest of the Aquatica staff, I am grateful.

Excellent Product/Excellent Service

Paul our rep was great, the product he provided us was incredible. It is the showpiece of the room.

I bought a hot tub from this company for years ago. The hot tub was OK, but the command board is touched sensitive It doesn’t work if it gets wet (not a good idea for a hot tub.)

This year, the touch board stopped being sensitive to touch on half the screen, wet or dry. When I contacted the company, multiple times via phone calls, and email messages, as well as their chat, but on their site, no one responded. I believe the command screen is under warranty, but nobody wants to honor this, even talk to me. My emails and phone calls were very polite, but nobody cares about you once you pay the money. I would be hesitant to buy a hot tub again from this company, because I would be afraid that something else would break, and the company would not honor the warranty, or even get back to me, this in this current case. That goodness it’s only the monitor and not a crack in the tub itself.

Do not buy from this company.

Update:
The week after I posted this review, the company seemed to remember me, and has now reached out to try to fix or replace the control monitor, which should still be under warranty. Will hopefully update this with good news.

Update, 9/4/25:

After 5 months, the company finally arranged for a local company to come replace the control panel. The new panel works well; however, it didn't come with instructions, so will try to get that from the company next. Finally used the hot tub for the first time since spring! Goran was helpful with this.

8 weeks - that was my timeframe for a bathroom refresh reno and dining room ceiling repair after my old tub flooded down below so that I would be ready to host Christmas dinner. I ordered my Aquatica Lullaby Mini tub originally through a 3rd party retailer where nowhere on their site did they say the tubs were made to order and would take virtually my entire reno time to arrive. As I started panicking, I decided to reach out to Aquatica directly to see if they could help me get the tub quicker. Paul, who I now have dubbed "my tub guardian angel", called me and provided one of the most amazing service experiences I have ever had. From getting me the rough in kit early so that my plumber could prep for the tub to arrive from getting me the tub within two weeks of my signed invoice with Aquatica, Paul was ON IT! He kept me updated through the process, was responsive, and has been a joy to work with. And my tub...my tub is GORGEOUS and excellently made. My contractor said it was the nicest tub he had installed. The service, the quality, the responsiveness...can't say enough. Thank you Aquatica, and specifically, my guardian tub angel PAUL!!, for making my reno dreams come true!

I have been trying to get some customer service from this company for 3 months now - by email, phone and their own online chat facility. No reply by any electronic means, nobody answers the phone, complete joke of a company.

My customer has one of their ludicrously expensive Japanese baths, which is currently completely useless as the Euroclicker waste they supplied needs a new seal.

I definitely do not advise anyone to spend money with this company!

Paul is a fabulous rep for the company. Extremely knowledgeable and thorough. If he doesn't know the answer, he'll track it down and get right back to you. Very personable and proactive, too. Honestly, he's one of the very best customer reps i've dealt with in ANY industry over the past 10 years. Above and beyond the call of duty in every way.

Paul was great! We had a couple differences in pricing and he worked through it to get the correct quote. I would order agin!

The customer service is excellent. All of my questions were answered descriptively and within a reasonable time period.

We are currently doing a master bedroom/bath addition to our house and as I'm getting older with back problems, I "penciled in" a soaking tub. I could not find, for the life of me, exactly what I wanted and a tub that had the actual soaking depth I was looking for. I was talking to my supervisor at work about it and she recommended I look into Aquatica. She ordered from them when her and her husband did their bath reno and she was extremely happy.

After seeing pictures of her tub, I reached out and worked with Stefan - who was an absolute pleasure to work with and extremely helpful. He quoted a lead time of 6-8 weeks; however, our Luna tub was delivered in about 4 weeks. We received our tub yesterday (6/27/2024) and the delivery process was a dream as well. No issues with the tub and it is absolutely elegant and gorgeous.

We haven't been able to install it yet since we are still in the process of building the addition, but I simply cannot wait. Even though we've already paid and have the tub, Stefan is still providing support through our building process.

There are some negative reviews out there but Stefan explained (and was brutally honest) that when moving their production and warehouse from Atlanta to Miami, there were a lot of issues, and they are just now caught up. If you're on the fence about purchasing from Aquatica because of the reviews, I would say purchase the tub. The quality is unmatchable, Stefan was simply fantastic, and we couldn't be happier.

I absolutely love my Tub from Aquatica, it is 3 years old and looks amazing. It is the easiest tub to clean. It is not like the fiberglass ones you barely bump and they slide. I would recommend this product. I contacted Paul in customer Service last week for plumbing help (no fault of tub) he was amazing went above and beyond. You do not get customer service like this anymore. What an amazing company. I will definitely spend my money with them again.

I had a great service experience with Paul from Aquatica. I called their main number to get service parts support and received a call back from him a bit later in the day.I missed his call and called him the next business day. We communicated back in forth on the specific part needed which is very inexpensive yet critical. He kept on it until he found the part and even said they would send it free of charge! When things go well these days I am impressed and when they exceed my expectations, I am amazed. Paul, THANK YOU FOR THE AMAZING SERVICE!!!

Shout out to Paul Williams. One of the best customer experiences I have ever had. Genuinely caring, clear, action oriented, and customer joy is his priority. Thank You!!!

My Aquatica bathtub is absolutely gorgeous !!! Stefan Hadzic went over and above in ensuring I got the right tub. My buying experience was extraordinary. It was a pleasure working with Stefan! I know my Aquatica tub will be enjoyed for a very long time.

I paid a deposit of 50% for my hot tub in November 2023 and have had little to no communication with all the emails addresses that I've sent regarding WHEN and IF I will get my spa. Goran who was initially very helpful stopped responding to my emails until just recently with a cursory response that he would check with the engineering department. I threatened to get a refund on my deposit. Only then did I finally get a call from Goran and Stephen sales manager who both told me they are having issues with material sourcing and delivery maybe anywhere between 1-4 months from Feb 2024. I get there can be issues with supply chains in this day and age but to have to threaten cancelling an order before getting some communication shows a poor customer service department. I will see how things go forward from here but I can't stand companies who answer your questions promptly until they have your deposit and then go radio silent.