"Use EuroClicker 2 drain for the Tub"

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.

"Poor Customer Service"

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…"

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!

"Defective side panels - no response from company"

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"

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.

"No one answering questions; only recorded messages"

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!"

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.

"9wks, 10k, 0 response from 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.

"Run don’t walk….. they’re horrible"

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"

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.