Had to BEG for my refund 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 paid a deposit of 50% for my hot tub… 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.

Stay away from here I ordered an infinity vibe hot tub $35,000 sometime summer 2021. Received November 2022. Since then it has never worked. Repeated calls and messages to the Latvian production facility. Promises made and not kept. We spent over $20,000 to an our landscaper to oversee the installation ie cement pad and electrical and plumbing. I might add that there were no functional blueprints and we needed to employ a crane twice. At $2,000 per time. So we are in for about $70,000. And it’s SO bad, I am having it removed. $70,000 goodbye. But not worth my health. This has been the most unprofessional company I’ve ever dealt with. Unless you love misery stay away from Aquatica and their faulty product and no support company

Company Quality Shout Out Quality products with great customer service is a company WIN in my book. Satisfaction from purchase date, shipping date, and delivery safely and on time along with quick responses with every inquiry I made, will keep me as a valued customer. Shout out to employee Goran who made my shopping experience what it should be. Thanks Again!

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.