Aquatica BathReviews on record for aquaticausa.com

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.