An update to my review. After getting to talk to my original sales guy at the Hendersonville Pool & Spa Depot again (He's been out for several weeks), all will apparently be corrected. He has ordered us a new spa, the Caribbean that was on our sales order, so we can start this process over from the beginning. The missing pillow, missing jets, missing waterfall, missing handle, missing reimbursemet, and noisy diverter and pump motor will (hopefully) be all in the past.
Also, since I was so mad before I didn't mention why we bought this particular model/brand. Nice depth variations between the seats; the corner seat is the deepest and I actually plan to get a "booster" for it because its too deep for me. That corner seat has neck and shoulder jets but it turns out to not really be a big deal to me. I like the big master massager jet in the foot well and we usually move from seat to seat anyway. It has a lounger which is the right shape/tilt so I don't get that "floating away" feeling of most loungers. I can't say I'm a huge fan, because the small nozzle jet sizes tend to be irritating to me. I use the diverter to keep most of the power in the foot well since that creates a great overall flow of water. I suspect this spa is a little loud, but its a less expensive spa and I guess that's a trade-off.