Aquatica BathReviews of 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.

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.

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.

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.