Aquatica Bath Bewertungen 

We purchased a high-end bathtub from Aquatica in early May, providing more than three and a half months of lead time for a planned late-August delivery. Unfortunately, the experience turned into a masterclass in poor communication and lack of accountability.

As our delivery window approached, customer service completely went dark. Emails and phone calls went entirely unanswered for weeks, forcing us to scramble while our contractors were actively working on the rough-in stage. It required escalating all the way to executive leadership of the parent company just to get a status update. When the tub finally arrived weeks late, it caused significant project delays, forcing extra out-of-pocket costs for rescheduled contractor trips and leaving our primary living space disrupted.

While leadership eventually stepped in to expedite the final leg of shipping, their ultimate response to our financial and logistical losses was dismissive, advising that customers should simply order months earlier to account for factory delays.

For a luxury-priced brand, the customer service, communication, and post-sale accountability do not match the product cost. We have two more bathrooms to remodel in our home, but based on this experience (and the company ultimately ghosting our follow-up communications) we will never purchase from Aquatica again.

Downtown spa 2 new spot is never worked right keep shutting down getting error messages contractor has contacted customer service nothing but delays it's been taking about 2 months and no one has come to date although they sent a heater element which goes to the weight of warranty is an issue they did not send anybody out to apply it Ed Bennett

They false advertise free shipping to draw you in, and when you go to check-out they charge you for shipping.
If you try to resolve it with customer service they make ridiculous excuses.
Do yourself a favor, save yourself money, and avoid this place. Buy from the dozens of other companys that sell tubs.

Working with this group was flawless and the results were amazing with the Japanese soaking tub, which I use every day.

At the time of purchase, we were provided with an expected delivery timeframe of late December 2025. However, the merchant failed to meet multiple confirmed delivery dates, without proactive communication. In several instances, our follow-up inquiries went unanswered for weeks.

We were not informed until late in the process that a required component was missing, which contributed to further delays. The product was ultimately delivered over 6 months after purchase.
Due to the nature of this purchase, which involved installation during a specific phase of a residential construction project, we relied on the merchant’s repeated assurances, which did not happen. We were left with deliberate misleading information on delivery dates and completion of the tub as well as, missing component updates and location of missing components. I would not recommend them at all.

GREAT customer service.
Goran Stankovic was incredibly helpful, responsive and professional. I so appreciated his advice and care regarding my question and my order.

I purchased an Aquatica Monolith Hydrorelax Pro tub for a high-end residential installation and it has been a complete failure.
This is not a matter of preference — the product does not work. The jet placement is fundamentally incorrect. The back jets miss the shoulders and upper back entirely, and the hydrotherapy function is ineffective because the jets bypass the areas they are supposed to treat. The tub is unusable for its intended purpose.
A representative was sent to inspect the tub and acknowledged on site that the jet placement was incorrect. Despite this, the company later responded in writing stating that the tub was “fine.”
The response from Aquatica (now associated with MTI Baths) has been unacceptable. They have refused to take responsibility, are not offering a refund for a non-functioning product, and have refused to contribute in any way to the substantial costs of installation and removal.
I have purchased from them multiple times in the past. That has made no difference. There is no accountability and no regard for repeat customers when something goes wrong.
This is a complex, built-in product requiring significant construction to install. When it fails, the financial consequences extend far beyond the product itself, and that reality has been completely ignored.
Based on this experience, I would strongly advise others to avoid purchasing from Aquatica or MTI Baths.

I ordered a tub from Aquatica. They charged me $100 more for shipping than the shipping rate posted on their website. When I brought it up they told me the website was wrong. I ordered anyway as the tub fit what I needed. Delivery took 2 weeks longer than promised, but again I wanted the tub and it appeared to be high quality. I was happy until the plumber came to install and pointed out the drain assembly was missing
The box labeled drain was the floor drain not the tub drain and I didn't catch it. I have tried contacting aquatica 4 times since then to figure out what to do about the missing drain. Both emails and phone messages have been ignored. I'm unhappy I paid $280 for a drain I never got and was charged $100 extra for shipping. When I spend over 4k I expect better customer service. The tub quality appears good which is why I gave 3 stars. Customer service is 1 star at best.

Extremely disappointing experience and poor product quality!

We purchased bathroom sinks and a bathtub from Aquatica while building our new home because the products appeared high-quality on their website. Unfortunately, the reality was very different!

The bathtub failed and broke only 10 days after installation, causing significant damage to our newly built home. In addition, the vessel sinks stain very easily from normal soap and everyday use, which is unacceptable for products at this price point.

It has now been over two years since the incident, and despite countless follow-ups, Aquatica has failed to resolve the issue. Their customer service has been extremely unresponsive, and we have still not received a refund for the defective bathtub.

We have been patient and gave the company many opportunities to make this right. Unfortunately, they have not done so, and we are now pursuing legal action. Based on our experience, we cannot recommend Aquatica due to poor product quality and lack of accountability.

Update to review, November 10, 2025:
I received the sink and there were some issues with the build. Customer service responded to me and I provided feedback on October 29, along with a refund request. As of today (November 10), I have not heard back from this company.

The overall styling of the sink is excellent. However, I rate the build quality a C-, and customer service a D. If it were possible to rate it a D-, I would.

There are other companies out there with better product and service, for the same or better price, such as Wetstyle and LaCava. I recommend that prospective buyers consider this before making an expensive purchase from Aquatica.

Original review:
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, abcd 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.