Review Time
I ordered a tub from a seller and was charged $100 more for shipping than the rate listed on their website. When I inquired about it, they informed me that there was an error on the website. Despite this, I proceeded with the order since the tub suited my needs. However, delivery took two weeks longer than promised. I was satisfied with the tub's quality until the plumber arrived for installation and noticed that the drain assembly was missing. The box labeled for the drain contained the floor drain instead of the tub drain, which I failed to notice. I've attempted to reach out to the support team four times regarding the missing drain, but both my emails and phone messages have gone unanswered. I'm frustrated that I paid $280 for a drain I never received and was charged an additional $100 for shipping. After spending over $4,000, I expect better customer service. While the quality of the tub seems good, which is why I rated it 3 stars, the customer service deserves only 1 star at best.
I had a very disappointing experience with this company and the product quality was subpar. We purchased sinks and a bathtub while building our new home, as they seemed high-quality on the website. Unfortunately, the bathtub broke just 10 days after installation, causing significant damage to our new home. Additionally, the sinks stain easily from regular soap and use, which is unacceptable for items at this price point. It's been over two years since the incident, and despite numerous follow-ups, the company has not resolved the issue. Their customer service has been extremely unresponsive, and we still haven't received a refund for the defective bathtub. We have been patient and gave them many chances to rectify the situation, but they have failed to do so, and we are now considering legal action. Based on our experience, we cannot recommend this company due to poor product quality and lack of accountability.
I am officially raising a complaint regarding my order and the extremely poor service we have encountered. This has been one of the most frustrating customer service experiences I've ever had. The issue with our order has been unresolved for several months, and despite repeated follow-ups, I've had to chase for updates instead of being kept informed. Unfortunately, the representative from the customer service team has not responded to my emails, and the lack of communication makes the situation even more unacceptable. In the last correspondence, I was informed that the item was defective, but since then, I've been completely ignored—no replacement, no refund, and no clear explanation. I even asked for contact details of a higher management member to escalate the issue, but again received no reply. This level of service is unacceptable. I need urgent clarification on when this issue will be resolved, why my communications have been ignored, and who in senior management I can escalate this to, as customer service has failed to provide any resolution. If I do not receive a timely response, I will have no choice but to escalate the matter through consumer rights bodies and online platforms.
Update to review, November 10, 2025: I received the sink, but there were build issues. Customer service did respond after I provided feedback and a refund request on October 29. However, as of today (November 10), I have not received any further communication from the company. The sink's overall styling is excellent, but I rate the build quality a C- and customer service a D. If I could rate it lower, I would. There are other companies with better products and service for similar or better prices. I recommend potential buyers consider this before making a costly purchase. Original review: It's been over 6 weeks, and the sink I ordered is two weeks overdue. Despite sending two emails, using an automated chat, and leaving a voicemail, I've received no response from the company. It seems that after payment, addressing customer concerns and product delivery are optional. This is not the level of professionalism expected from a company charging high prices for a sink. My only option now is to file a claim with my card provider.
I ordered a tub from the company. They charged me $100 more for shipping than what was listed on their website. When I raised the issue, they informed me the website was incorrect. I decided to proceed with the order since the tub met my needs. However, delivery took two weeks longer than promised. I was initially satisfied until the plumber pointed out that the drain assembly was missing. The box labeled 'drain' contained a floor drain instead of the tub drain, which I overlooked. Since then, I've tried contacting the company four times to resolve the missing drain issue, but both my emails and phone messages have gone unanswered. I'm frustrated about having paid $280 for a drain I never received and being charged an extra $100 for shipping. Given that I spent over $4,000, I expected better customer service. The tub quality seems good, which is why I rated it 3 stars, but the customer service deserves only 1 star.
I purchased a spa through the company, and my representative was incredibly helpful throughout the process. The spa arrived with impeccable packaging. After filling it up, we noticed it was leaking. This is where the company earned this 5-star review. My representative stood by me every step of the way, even when I wasn’t the easiest customer. What I value most in a company is their commitment to ensuring customer satisfaction. The company truly delivered on this, thanks to my representative. He went above and beyond, even traveling to assist with the issue. While the spa is fantastic and worth every penny, what I cherish most is the kindness and dedication of one individual who genuinely cares.
The mini tub arrived in excellent condition and was well-packaged. Initially, we had some communication issues, but once those were resolved, the staff at the company fulfilled every promise, and our beautiful new tub arrived perfectly packaged. This is our second tub from the company, and once you see the quality and materials, it’s hard to consider any other option.
I cannot praise my experience with the customer service representative enough, as he helped me resolve what I thought was an insurmountable issue. We have an older tub in our home with an overflow system that is no longer produced. I searched everywhere for a replacement but couldn't find one. I reached out to a representative who took it upon himself to assist me. He discovered that the part I needed was no longer in production but felt there might still be one in stock. He diligently searched and kept me updated on his progress until he found the last remaining replacement part I needed. This was not a high-priced item, and we had no prior relationship, yet he invested time and effort to help me. The part arrived, I installed it, and everything is back to normal. Not all representatives would show such determination and patience, and I am incredibly grateful for his assistance.
My representative was very helpful and informative, guiding us through the selection process and even communicating with our client to determine the necessary accessories. Although the experience date only requests one date, my representative assisted us from education and selection starting in April 2025 through delivery in June 2025.
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AQUATICA Plumbing Group Inc. is a renowned International bath ware manufacturer and designer. We specialize in the production of faux stone bath ware, which is synonymous to indulgence and comfort. Our bathroom pieces are acclaimed for their smoothly organic feel and uniquely sculptured lines.
Designed in Europe, crafted in America, our team of skilled and experienced designers, gives us the doorway to having a raw and original approach to bath ware. With impeccable performance in mind, AQUATICA’s bathtubs, hot tubs, outdoor spas, washbasins, showers and accessories have all been manufactured with only the best in components and materials. Using our one-of-a-kind, patented materials, AquateX, NeroX, and DurateX, in the production of all our pieces. Our varied selection of freestanding, built-in, jetted and air massage bathtubs are rigorously tested, so as to meet international standards.
Founded and established in 2003, AQUATICA was initially launched in Canada, but now expands on an International level. Our reliable shipping program is now available in all 50 American states, Canada, as well as Europe and the UK, delivering directly to your door.See more
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