Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $3200. for this walk in tub ! The sticker on the Drain Jet k*** is messed up and I have been trying to get this for almost 2 weeks and they keep saying their working on it but! But in all reality I feel its not. I have sent emails and called with we're working on it but almost 2 weeks and nothing! This the reply that I get. This is a follow-up to your previous request #****** ""Contact Us" form has a new..."

  

  Business Response

  Date: 06/26/2025

  Hello,
  
  I hope you are doing well.

  We have shipped three replacement AUTO-DRAIN stickers. The tracking number is 390367156813 from FedEx.

  Regards,

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 26, 2024 I paid $1000 to Medispa, Spa World ********** to evaluate my bathroom to see if their walk in tub could be installed in the location. On October 2nd they sent out lead installer ****** **** to evaluate the location and he approved the install. I explained to the company representative ******* ****** that we would be leaving at the end of Novemeber for the winter and would not return til May2025, she guarenteed me that the tub would be delivered in 2 weeks and the install only takes a day, I paid them another deposit of $5000 so that could order the tub. They came on ******** 14th to install the tub. The crew they sent came from ******* and therefore didn't arrive til around 1pm , stayed until 10pm and obviously did not know what to do. The tub surround was installed improperly, the tub couldn't be wired or tested. The next day an electrician wired the tub and discovered a leak, that he couldn't fix and certain feautures on the contract, that the tub should of had were ********** chromotherapy lights, heater.The company sent technicians to my house twice in December and could not fix anything. I am still waiting for this to be done. Their representative Daph has been in touch with me to say things will be done, still waiting.

  

  Business Response

  Date: 04/14/2025

  Hello,

  
  We spoke with the customer on Thursday.

  He agreed to wait until he is back in town for us to complete the repair work. We will keep you informed of any updates.

  Best regards,
  **** ********
  Customer Service Manager
  ********************** - Luxury Home Brands
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23088882
  
  I am rejecting this response because:The company has made many promises to fix the problems with the tub and the improper installation.  I can not trust that it will be corrected but remain hopeful.  I therefore want to keep this complaint active until at least the middle of May.  They told me they will contact me the first week in May to arrange to come to my house to fix everything.  I would like to keep this complaint open.
  
  Sincerely,
  
  ******* ************

  

  Business Response

  Date: 05/06/2025

  Hello,

  We have contacted one of the installers/collaborators, and he corroborated that ****** told him to wait until he comes back to town.

  Best regards,
  **** ********
  Customer Service
  ********************** - Luxury Home Brands
  

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23088882
  
  I am rejecting this response because:
  I am home now and have not been contacted.
  Sincerely,
  
  ******* ************

  

  Business Response

  Date: 05/12/2025

  Hello,
  
  Our contact from the contractor's team (******) have confirmed to us that he spoke with the customer (*******) The last week. As per our contact, the customer agreed with the schedule. 

  Best regards
  Customer Service
  ********************** - Luxury Home Brands
  

  Customer Answer

  Date: 05/16/2025

  I am still waiting for them to come to fix the tub and the general por condition of the install.  They say they will be at my house on May22nd.  I want to keep this compaint open til rectified.

  Customer Answer

  Date: 06/04/2025

  The comapny sent out a crew to reinstall the tub, fix the leak and repair the backsplash.. At this time the tub is working but the recaulking is questionable and I am waiting for a response from the contractor.  They weemed to have missed some area to caulk and other areas have small open spots where caulk was applied very thinly.

• Initial Complaint

  Date:12/20/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered and paid for walk-in tub on 12/12/25 at 4:30 PM CST; cancelled order the follwing day (12/13/24) as item was no longer needed; was told that item was never shipped card would not be charged for the $2,100 amount paid. Account was charged an I immediately requested reimbursement. Has not happened. After 2 to 3 calls was told on about 12/16/24 that reimbusment was to be made that day via electrocnic means. Never happened. Made 3 to 4 subsequent calls and was told that it was in accounting. Most recet call (12/20/20), was told that the order still need to be cancelled and he would call accounting...told the same on previous occasions. Representive was disingenious in indicating that he could not speak directly with Accounting to assess status of refund, and therefore I had to wait...as was told various versions by other ********* not received by end of busines today, 12/20/24, will report to ****************** Protection Burea, Florida Attorney General, and other relevant entities that deal with fraudilent business practices.

  

  Business Response

  Date: 12/23/2024

  Good afternoon,

  We have communicated with the customer and confirmed that the refund of $2,100 was processed on December 20, 2024. We also informed him that it typically takes 3-5 business days for the refund to appear in his account. The customer expressed satisfaction with this resolution and stated that he would cancel the BBB complaint once the refund is reflected in his account.

• Initial Complaint

  Date:04/24/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered on 4/4/2024. Immediately paid the $85.00 over the phone. 20 days later and they still have not shipped the parts from the warehouse. Called 4 times and was told the manager taking them to the post office. Also on a later call, the manager was notified and was supposed to call back but never did. Have demanded to speak to the manager and they refuse to put one on. Only will give you "They will call you back".

  

  Business Response

  Date: 04/24/2024

  We already spoke to the customer and the order is on the way. 
  
  FedEx Tracking# 273838542338 - Expected delivery is Monday 4/29/2024

• Initial Complaint

  Date:12/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The listing on the walk in tub we bought said that it included ten (10) clear silicone tubes, double sided adhesive strips and two (2) caulking tubes which we never received and now they are telling us that they wont send them or compensate us for them.

  Customer Answer

  Date: 12/06/2023

  Home Products is telling me that they will not compensate us for the missing **** and adhesive stating it was a listing error.  I told them that I didnt care because it was their mistake and I bought the tub because all those items were included.  They need to compensate us at least with a **** gift card to cover the cost of the missing items 

  

  Business Response

  Date: 12/07/2023

   (10) clear silicone tubes, double sided adhesive strips and two (2) caulking tubes was indeed a listing error. Additionally, the customer did not pay for these, they were FREE. At this time, we are unable to send the materials wrongly announced in the listing. 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20944034
  
  I am rejecting this response because:Ive read the response from Spa World and those items were not free!   I paid for them as part of the order.  The order listed all those items included in the purchase of the tub. Nothing in the listing says they were free!   Now they are saying it was a listing error which is their fault, not mine.  I told them to give me a **** Gift card to replace the missing caulk tubes. They need to make this right!
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/12/2023

  As stated, we sold a Tub. The listing error mentioned we were also including some items that are not included not available, will not be sent out. 
  
  In an effort to assist, the customer can contact us, and provide a receipt of purchasing the calking/silicone tubes to be reimbursed upon approval. Thank you for understanding. 

  Customer Answer

  Date: 12/13/2023

  Ive attached the receipt sent to SW Corp for reimbursement.  If you cant view and need it let me know  

   

  thank you 

   

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an extended warranty for $450 on this walk-in tub which we paid $5,000 for. The tub developed a problem it blew the aromatherapy cap off and the cap went flying across the room. One month ago I contacted SW to try to arrange for a repair under the warranty. They consistently put me on hold for 15 minutes at a time while I tried to deal with this. Eventually after a month of back and forth which involved perhaps 20 emails they sent the parts to effectuate the repair along with a form they want to filled out with the estimate which they want to approve ahead of time. This is not a practical arrangement as it would require a plumber to make two trips for which he would charge. The warranty explicitly states they will not pay travel cost. I have been in touch with them trying to get them to approve a warranty repair without having to fill out and submit the form and wait while they approved it. The response to this request was to put me on hold for 45 minutes. I'm still waiting for them to call me back with approval so that the plumber can make this installation. These folks have been very difficult I would never do business with them again and they don't seem quite honest as they refuse to answer the phone if they don't like what you're going to say.I finally got some action when I suggested to them that I would file a lawsuit and ask to be made as I was. At this time they have not responded.I'd be happy if you would advise.

  

  Business Response

  Date: 11/28/2023

  The completion of the quote form is imperative for the processing of labor costs payment. Without the completed form, our ability to provide assistance may be hindered.
  
  Regarding the concern raised, I couldn't locate an associated order. To expedite resolution, could you please furnish the order number? Once received, I will promptly arrange for a technician to reach out and provide immediate assistance.

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20896711
  
  I am rejecting this response because: I have been jumping through hoops for these people for a month and more. I am not jumping through anymore hoops. They say they have to have a form to honor the warranty but that is not in the warranty contract which I provided you. We will go according to the contract. The contract says they will reimburse me it does not say anything about giving them a quote ahead of time

  I'm happy to provide them with a quote if they give me a call but I am not going to submit their form. I never agreed to do any such thing.

  My case number is ******. These people darn well know who I am. They also know for a fact that I have the extended warranty.

  I'm not jumping any through any more hoops I want this repaired right away.

   

  I will sue

  They want a hundred bucks to come take a look. If their build is refused I'm out the money because the warranty says travel will not be paid for.

  This whole business with the form they have to have submitted is an attempt to deny the terms of the warranty.

  I will hire a lawyer and ask to be made as I was before in court if they do not pay for this repair

  
  
  Sincerely,
  
  ******************************* Read

  

  Business Response

  Date: 12/01/2023

  We respond to ****s of customers, we are unaware of who a customer is unless they properly provide an order number. Please note, our company policy is to fill out the quote form and submit it for approval. Unless this customer is willing to follow our process, we are unable to help. 

• Initial Complaint

  Date:09/30/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7 /24/2023 I ordered a walk-in tub.I was quoted $11,699.00 installed.now the contractor they supplied will not install it because Spa World will not supply him with a contract.They will not return his or my phone calls or emails.I have a tub in my garage since 8/20 2023.

  

  Business Response

  Date: 10/03/2023

  We spoke to the customer and we will be calling the installer immediately (today), to resolve any pending issue and ensure the tub is properly installed. 

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bathtub on August 1st 2023. The order Shipped and the company is unable to locate the product. They have refused to reorder or give us a refund.

  

  Business Response

  Date: 09/13/2023

  We would never refuse to provide order information or refund any customer. I checked ************************* in our system and there isn't an order under this customer's name. If given an order number--we will gladly provide valid information regarding the order. This statement is entirely false. 

  Customer Answer

  Date: 09/13/2023

  Sounds like they looked for my order about as long as they spent looking for my product. 

  Customer Answer

  Date: 09/13/2023

  included is my paid receipt

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20597418
  
  I am rejecting this response because: I still have no product or refund.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/26/2023

  Now that an order number was provided-- we were able to find the order. 
  
  This order was DELIVERED to this customer using Road Runner Transportation. 
  
  Link: ******************************************************

  BOL #: 22357924

  09/15/2023 12:00 PM Appointment set for delivery to consignee on 09/19/23
  09/19/2023 10:44 AM Shipment out for delivery from ******, **
  09/19/2023 01:57 PM Shipment delivered to consignee

  In case of still needing a refund, this customer is to return the merchandise back, at which point we will gladly issue a full refund. 

• Initial Complaint

  Date:09/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a shower panel, specifically model SP-AZ022, order 113-5264586-5646658, at a cost exceeding $400.00. Upon its installation, I encountered a significant issue: only the spout functioned properly, while the shower head, hand wand, and body jets remained non-functional.In March, I reached out to the technical support team, engaging in a month-long troubleshooting process that involved sharing pictures and videos illustrating the product's malfunction. After careful assessment, the technical support team recommended a function cartridge replacement. However, they explained that this replacement would not be covered by the warranty due to my modification during the troubleshooting process, which I completely understood.Following their guidance, on June 26, I placed an order for the suggested part under order #SOS2804253. Unfortunately, after waiting for three weeks, I received an incorrect part designed for a different model system. I promptly contacted customer service, providing them with the requested pictures of both the received part and my shower panel. This process repeated itself, with another incorrect part arriving nearly three weeks later.I called the back, a new case, CASE34511, was opened on August 21, and I was asked to supply pictures of the incorrectly sent parts. Since then, I have made frequent calls to inquire about the status of the part. Regrettably, despite numerous assurances, I have yet to receive any meaningful update. I have also requested to speak with a supervisor, but they have consistently been unavailable.My only request is for the correct part to be promptly dispatched to me. Alternatively, I would appreciate either a replacement shower panel or a refund for the shower panel purchase. Regrettably, I cannot cancel the part order, as I have invested a substantial amount of money into this shower panel.

  

  Business Response

  Date: 09/07/2023

  This order is from 2021, mentioning installation comments have nothing to do with what is happening at this time. It is clear we've been trying to resolve the issue for this customer. Parts are subject to availability. We will have our team reach out again and offer a final solution which would be selling a brand new unit at a good discount. To be clear, the warranty is only for parts, and parts are subject to being available. 

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20563029
  
  I am rejecting this response because: I have to install the part and make sure it's the correct one. It took me complaining here at BBB for someone  to call me.

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/07/2023

  If we weren't assisting, how did this customer receive multiple parts, correctly. The only way to receive parts is if we receive a call and we assist. That said, the last statement is false, we've been in contact trying to resolve the issue just like we do with every single customer. 
  
  Now that this issue is corrected, the part sent worked and the issue is resolved, please close this case. 

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20563029
  
  I am rejecting this response due to several reasons:

  
  Firstly, as previously mentioned, I will proceed with the installation of the part once I am able to shut off the main household water supply.
  The issue at hand with this company lies in their apparent lack of understanding of customer service, a fact that is evident not only from my personal experience but also from their responses on this forum. It is clear that they are failing to take responsibility for their mistakes. I had to resort to filing a complaint with the Better Business Bureau just to get someone to contact me. It's worth noting that I placed my order for the part a staggering 2.5 months ago, and yet they still managed to send the incorrect item. The only reason they acknowledged this mistake was because one of their knowledgeable representatives called me, worked with me, and informed me that although the part was not what I originally ordered, it could still be used as it included the component I needed. It is disheartening that nobody else within the company noticed this discrepancy.

  In short: I ordered function cartridge and I received faucet body 2, twice 2.5 months ago. Someone called me yesterday and explained to me that I could the faucet body as it includes the cartridge. I will install it when time permits and close the case when the part is working.  

   

• Initial Complaint

  Date:08/18/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are false advertising their products on the website and shipping bad quality products to the client. The product thats on the website and the quality shown is not the same as they deliver. When you try to deliver the product they charge you for the return shipping. When its their own fault.

  

  Business Response

  Date: 08/18/2023

  At our company, we take great pride in ensuring that the products we deliver align precisely with the specifications as advertised. Our commitment to transparency and customer satisfaction is underscored by our comprehensive return policy, which serves as a testament to the confidence we have in our offerings.
  
  In the event that a customer finds it necessary to return a product due to a change of preference, we would like to bring to your attention that a nominal restocking fee of 20% will be applicable. This policy has been thoughtfully established to address the associated operational costs incurred during the shipping and return process. 
  
  We encourage you to familiarize yourself with the details of our return policy, which are thoroughly delineated on our official website under the dedicated section labeled "RETURN POLICY". This repository of information provides a comprehensive overview of the terms and conditions governing returns and associated fees.
  
  Please let us know if there is anything else we can help clarify. Thank you for your patience. 

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20490280
  
  I am rejecting this response because the quality of edited photos they post on the website and the product quality is not the same. I should be offered a free return or some sort of a adjustment if i am forced to keep the product. I have contact your support but no resolution. If you advertise a quality your shipped product should be the same and if the client is not happy with the quality he should be allowed a return at to extra cost. This is what the ask was. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/29/2023

  Any customer that is not content with the product can use our free hassle 30 days return policy. In addition, we offer a limited LIFETIME WARRANTY to assist any customer with any issues with the product. Please feelf ree to contact ***** at any given time with issues and concerns to immediately help resolve any inconvenience. 
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20490280
  
  I am rejecting this response because i tried to return and they wanted me to pay for shipping that should not be my fault and have free return be free return not subject to a huge charge. If the quality is not good should be able to return for free. not be responsible for shipping costs. No other manufacture does that if the product is not up to customers satisfaction. 
  
  Sincerely,
  
  *****************************