Aquatica Bath Avis 131

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.

We purchased our True Ofuro Nano for a bath remodel and have been using it for the past 5 months. We are delighted with the delivery, ease of installation, aesthetics and most of all the performance of this remarkable tub. The 110 heating element keeps the water at temperature while the purification system allows for more than one person to use the tub sequentially. It is an important part of our wellness routine in addition to being a beautiful and sophisticated design element of our bathroom. I highly recommend this product - there is nothing else like it on the market.

Awful customer service I had purchased a spa and decided against it however they made me beg to get my refund back and it took over 3 days

I have had nothing but great experiences with Aquatica Bath, both with product and customer service. One of my bathroom designs which included the Aquatica True Ofuro Mini Freestanding Stone Japanese Soaking Bathtub received Finalist status in the SBID International Design Awards and Honorable Mention in the IDA Design Awards. Aquatica shared my project and helped promote my business, which to me shows great community spirit and engagement. I love their products and would not hesitate to incorporate them in my design again.

We ordered and PAID for our concrete ofuro tub in July. After we ordered, we were told it would be 8 weeks, putting us towards the middle of September. We are remodeling a home and this timeline already set us back (we can’t close the walls because the tub won’t fit through the door and we can’t start the finishes until the tub is in place. Nonetheless, we had the rough in’s put in to fit the tub. 8 then 9 weeks rolled around and nothing. So we tried to call, nothing. Emailed and heard back that there was a delay until the end of October, it would be almost twice as long as the original estimate. We couldn’t get any information about why and finally Ella wrote back and promised us a weekly update and a 24 hour response time if we emailed her at that email address. This was after no response to the chat online or the phone calls. Even after Ella’s promises, we did not get updates or prompt replies. The last we heard they had to put another coat of “paint” on our tub. Our tub is concrete. There should not be any paint. Despite attempts through every means given to get a response and a resolution, crickets. We are not only out the cost of the tub, but if there is no resolution immediately, we will be faced with needing to find a replacement and getting all of the rough plumbing that is poured into our foundation redone. The delays will cost us thousands of dollars. We will take legal action if needed to recoup our losses. I suggest, if you are considering purchasing, that you look elsewhere. This company is ridiculous. (They also sent me this link to review their product and my experience as if we had received it). I had never heard of tristpilot, but it looks like several people on here have had a similar experience. So frustrating.

It’s been 15 weeks and I haven’t received the vanity top.

As a designer for a Seattle based remodel company, I have searched to find the perfect tub for many clients with very different needs & desires. A tub provides a sought-after experience & I have found that Aquatica manages to meet a variety of expectations every time. The options of design, materials, colors, upgrades & quality keep me coming back.

Extremely disappointed with the company
The lack of communication and customer service is bellow the standard that they are claiming to have
Time of delivery is unknown for months
No response from customer service
And even if u get any response after multiple emails
They can’t even give u a correct answer
It’s been 4 months and I still dont have my sink or even the slightest idea when i will receive it
Horrible company

Hello everyone, I am giving 5 STARTS to the sales person Goran and customer service Alicia. They are both super starts. Without them, the tub we purchased wouldn't have been worked.

I want Aquatica owner see this. Please don't phase out EuroClicker 2 Tub Drain because EuroClicker 3 is not working. It leaks. The Tub is heavy, it is difficult to taking the drain in and out when it doesn't work.

With Goran and Alicia's help, we were able to switch from EuroClicker 3 to EuroClicker 2 to make the Tub working.

Thank you Goran and Alicia.

I would give a 5 for the quality of the tub, but the experience once the order was made was horrible. I scheduled our demolition based on the projected date Aquatica gave me for production and delivery. Not only was there a back up in production but no one notified me nor answered any of the phone calls made or emails sent. I went straight to voice mail for the representative assigned to me. It took asking my designer to call someone she knew in California to call a backline at Aquatica to get the story and everything sorted out. Needless to say, our house was a mess for 3.5 weeks after the demolition and the only compensation for the inconvenience was some toolkit which we didn't need.

Purchased an ofuro tub 1 year ago at a hefty price of 13K, i need service now to fix some scratches.
My gc and myself have emailed, called, left messages trying to get in touch with someone there, phone is only messages and nobody calls back.
NON existent customer srevice, but yes, very fast to charge your card!
Don't buy from them!

UPDATE DEC 23rd 2023: Aquatica is still non-responsive. I did finally get a live person who said he needed to check with Logistics and would get right back to me. Of course I have heard nothing since. I would stay away from this company, the products are beautiful and look amazing but their customer service is an absolute ZERO.

Original post: We received our hot tub in April 2022. Some of the side panels were broken when the hot tub arrived and they never hung/attached correctly. After many emails, texts, and phone calls from us to Aquatica about the defective design of the side panels and the way they are attached (fixed) to the hot tub, on December 4, 2022, a rep from Aquatica confirmed in an email that "We are in the process of upgrading the panels. The way they are fixed has changed." The rep then told us that replacement side panels would be sent to us in the spring of 2023 (by May 2023). We are now well into September 2023 and nothing ever arrived. Aquatica has gone completely silent and will not respond to us, despite previously acknowledging that the design of the side panels was defective and telling us that we would be receiving replacement panels.

Wanting a response for order # S9915
Been trying to get ahold of someone.
Is this a scam ?

June 5th I received an email saying 14 weeks estimated time of delivery. We are going on 17 weeks. Most troubling is the lack of communication.

We placed an order for a ofuro tub at the end of July 2023, and it has been paid for. To date, we have not been able to get a response to phone messages, or emails, requesting the status of our order. Definitely wondering if this is a scam! If it is not a scam, then beware as the company has stinking lousy customer service.

Never buy there!
They will not answer your phone calls, your email and there is no real store. Its a scam!

I have now to wait to be refunded by my credit card company.

When we ordered the tub, the customer service rep on the chat function was helpful. We purchased a tub but were not aware of the wait time for delivery until after purchase. We received an email stating it would be 8 weeks. We replied to that email with a few questions and never heard back. We have sent 5-6 emails to 3 addresses each time over the last 9 weeks and have never heard back once. We spent 10000 on a tub and can’t get a single response. Very concerning customer service. Will consider legal recourse.

Don’t spend a dime here. You’ll never see the product. It’s been 4 months, no product and no response to numerous requests for information. 4 months and 8,000.00 layer and I still have no vanity. They are horrible!!

We bought a $26,000 hot tub in 2021. The sale process with Goran was very smooth. We did have a number of problems. We got a panel damaged during delivery and the heater was too small for the size of our tub.

Getting a hold of the technicians was difficult. It did take us constant calling to get someone on the case. However, once we got their attention, they were very proactive in fixing the problem. They have a small team and you get the same person every time which is nice. So don't expect respond at a reasonable time frame.

We are waiting for the replacement part to be install so lets hope it works and we can close this chapter.