I had a great experience dealing directly with Aquatica. Their unique tools that helped me assess how people of varying heights could fit in the tub were amazing. Ordering from their website was a smooth process and I even received a confirmation of my order. Furthermore the tub was exceptional when it arrived. Nonetheless I faced a lot of hassle because of the shipping. We were given a certain time window for the delivery but unfortunately it never happened. Surprisingly the tub's delivery status was marked as "delivered" in their system but we never received it. This led to multiple calls and rescheduling of the delivery window. If the company is using an external shipping contractor they should consider finding a more reliable one.