We ordered a swim spa 13 months (September 2020) ago. At first we were told because of COVID it would take a longer than normal timeframe and we would get it in March of 2021. We were understanding and accepted this. March came and we heard nothing. After many requests for a delivery time frame we were then told June. Again in June we heard nothing and again after many requests for updates we heard October. Now it is the end of October and once again we are left begging for information without a response. We have literally had to beg for any communication we have received for an entire year. Not one time have they reached out to us to give an update, which should have happened prior to each date that has been missed. It is easy to accept delays if/when there is clear/regular communication, but no communication at all without having to hound people to get answers makes this experience the most frustrating buying experience ever. Good customer service can overcome obstacles but unfortunately this has not been our experience with this company.

Love Aqualiving, great quality product, actually the best hot tub I have ever had and I have had 4 over the years. Kathy is always available and has amazing customer service. You cannot go wrong with this spa or their service. Judith Rubin MD

Well worth the wait! I saved a huge amount and would do it all over again. Sales people were very knowledgeable, friendly, and respectful.

Delivery service is outstanding! Crew is extremely knowledgeable & takes the time to go over everything with their customers. I would highly recommend this company!

Highly recommend this company! Customer service is timely and professional. Easy to order and amazing quality hot tubs!

Great spas! Excellent customer service. Highly recommend buying a spa through this company!

Ordered our hot tub 8weeks ago and just got a email that it will be in a week! Very happy with the company and the lady who showed the hot tub to us and took our order. It’s so easy to add on extras and get exactly what you want. I would definitely recommend this company for its reliability and great customer service. Thank you!!!

I’ve debated for weeks about writing a review, but now I feel its information people should know rather than a knock on the company themselves. I ordered my hot tub in July, was told it would be 8-10 weeks max. It’s now 22 weeks and still no hot tub. I’ve never received an update without having to make multiple call and leave multiple messages for a response. I’ve been told several times in the last 3 months that “it’s shipping next week”, only for that week to come and go with no call or update. I can completely understand how Covid has affected many businesses, however when you ask someone to pay $8000+ upfront for a product I would expect much more responsibility/forthcoming information than this company seems to be willing or able to give.Kathy and Mary are very nice people, and are doing their best, but I am now more concerned about the health of this company overall and whether or not I will ever receive my hot tub or even the ability to get my money back if I don’t receive it. I’m even more nervous regarding the quality of the product I’m going to receive with all the issues they seem to have had even producing it. Now I’m debating whether to cancel the order all together and move on or wait out what at minimum will likely be another month until I receive it. Was really hoping to have a hot tub this winter, but that is a very unlikely prospect now.

The customer service was phenomenal. Kathy did not pressure us to make our decisions. She took the time to explain all of our options. She listened to what we were looking for and made helpful suggestions. We chose to pick up our spa instead of having it delivered. Pick up was easy. Will recommend to anyone in the market. Price was unbeatable. We shopped around and the price for what we get was the best.

Mary and Kathy claim they work 12 hours a day, but once you give them your money you’ll never get an update about your hot tub. Don’t order a hot tub from them unless you want them claiming they’ll call you back with an update over and over without ever calling back and then claiming your hot tub is on the truck over and over again. We ordered our hot tub June 2020 and it’s almost December...they claimed our hot tub would be delivered within 8 weeks and here we are. They clearly have no clear system in place and only care about receiving the sale.

Same song and dance 2 months past when they claimed it was going to be delivered no answer from kathy or corporate which was her answer almost a month ago when i got my last update. They took 8 grand and think its ok to not give someone what they paid for or update them. DO NOT ORDER FROM HERE!

The past year has been very demanding for any business associated with home improvement. Covid lock-downs prompted thousands of citizens to, instead of spending money on a vacation, stay home and make home improvements.Hot-tub spas are included in the stay-cation mentality we are all embracing.Enter, Aqua Living Factory Outlet....Typically a hot-tub order from their factory may take 6-9 weeks BUT the unprecedented demand, brought on by covid, created orders backed-up for 9 months or longer.How do I know this? My husband and I own a construction related business. Carpenters and electricians and all venues related to home improvement suddenly became overbooked and booked out one to two years within a short while after it became evident the covid lock-downs were not a 2-4 week situation as first portrayed.We also had started building a home prior to covid. Typically building a home takes us 7-9 months; with delays due to covid we are now 19 months in the building process!Factories across our nation were shut down again and again any time 1-3 people contracted covid. This put all production of building materials (and parts to make hot tubs) on delay.Then add such things as the recent Texas freeze...HOW COULD THAT AFFECT THE CONSTRUCTION/HOME IMPROVEMENT INDUSTRY?!?!?Well, the liquid agents/oils, used to make carpet pads, became frozen! This means such hidden incidentals are also affecting the building industry. For one particular carpet pad we had ordered we were told it is now 6-8 months in back order! Thankfully, we were able to procure a comparable carpet pad and not have one more delay in the building process.Often it appears that SERVICE, rotten service, is the issue when we desire to get a hot-tub; but sometimes there are hidden issues that delay.I have a client who decided to move exercise from going to the health club (closed over and over); so she ordered a fancy stationary bicycle. It took four months to arrive! Typically its 3 week, at the most, to get. Another clients refrigerator died. She wanted one that matched what shed had so she had to special order it, Home Depot. It took 3+ months to get due to back orders.Yup! Everyone, it seems, is spending their vacation time and money saved by staying home on improvements.I type all this to remind everyone that typically Aqua Living Factory is a great supplier with excellent prices and service.We were so impressed by the help from Kathy and Mary. They were always johnny-on-the-spot for us. Their delivery guy, Lance, and his aides did an incredible delivery job and kept in text contact throughout the day to apprise us of their arrival time.We highly recommend Aqua Living Factory Outlet for their excellent product, price, and service.The hot tub is in place but not connected yet. We hope to be done with the building project by August then Ill post some pics.Trust Aqua Living Factory. Im very impressed with the Dr. Wellness line; and also the prices are incredible for such high-quality.Mark and Karen RossPort Townsend, WA

Ive been looking to replace the spa I lost in a recent flood. I have researched just about every spa retailer from here to Seattle. Everyone wants to sell me something out of my price range, and up sell me on all sorts of things that I have said I am not interested in. One evening I was researching online and came across Aqua living. Kathy reached out to me and said that she was available to answer and questions I had, and sent me a book on spas. After a week or so, I decided to give her a call with some questions. She took the time to listen to me, and asked me what my price range was. Instead of hymming and hawing, and acting like it was a hassle, she happily told me I had lots of options. Then she started with the lowest priced spa, and went up from there, all along answering me with kindness. Never once did she try to convince me to buy something I could not afford. Towards the end of our conversation, she told me to think about all my options and give her a call back if I decided I was interested still. she did not continually hassle me or call me or text me and leave messages.Then, I compared the spas she showed me to everything else I had researched, and HANDS DOWN, the Aqua Living spas offered better quality, options, and aesthetics above any other spa in their price range.Secondly, Kathy was outstanding! She took the time with me, and even gave me her personal number to reach out with more questions at any time.Thanks Kathy and Aqua Living! I look forward to my new spa, and I will update this review at that time.

We paid for a hot tub 5 months ago and still waiting

Had a great experience when going to the Aqua Living Factory in Sumner, Wa. Great selection to choose from and the staff was very helpful. The best part of my hot tub purchase was when I got home and called Kathy who helped me over the phone to purchase the right spa and accessories to fit my needs. She was very helpful and will always go to Aqua Living in the future.correctaccessories to match .

I had a great experience purchasing from Aqua Living online, especially because of their fantastic local rep. Kathy. She was responsive to my many phone calls. I had a very tight delivery window and she went above and beyond to help ensure my hot tub got delivered on time, even researching and finding someone local to complete the last leg of the delivery and paying the cost of it out of her own pocket. Massively grateful to her for helping make it all work out. Happy with the product. Price was very good.

Just ordered via phone with Kathy, looking at 5-10 weeks for delivery which is half the time of others I looked at. Kathy was phenomenal to work with, reached out to me on the weekend to take care of my questions. Customer service is critical, they have a great one with her.

Worst customer experience of my life. Ordered in summer was told October delivery now it’s December, have been on the phone getting the run around for weeks now. Take your money somewhere else.