Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered the kit and was delivered quickly. Found that the remote was broken and sent an email to their customer service to request a new one. Never heard back and then got a tracking number for the new shipment. They never dropped it off to the delivery company and its been en route since 12/16. I have repeatedly requested an update and now today the tracking number is no longer vailid

  

  Business response

  01/13/2025

  Thank you for providing the details regarding the concern raised by Ms. *** **********. We sincerely apologize for the inconvenience she has experienced and for any delays in resolving this matter.
  

  We have reviewed the issue and confirm that a replacement remote will be sent out immediately to the following address:
  *** **********
  ************************************************
  

  A new tracking number will be provided as soon as the shipment is processed to ensure clear communication and transparency moving forward. We are also taking steps to investigate and address the issue with the initial shipment to prevent this from happening again.
  We deeply value our customers and appreciate Ms. *********** patience while we resolve this for her. Please let us know if there are any additional steps we need to take to close this matter.
  

  Kind regards,
  **** ******

  Customer response

  01/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** **********
  
   
  

• Initial Complaint

  12/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered my product 3 weeks ago and still haven't received it. My repeated attempts to contact the company are either ignored or vague boiler plate responses.

  

  Business response

  12/19/2024

  Dear Sebastian,
  

  We sincerely apologize for the inconvenience youve experienced with your SaunaBox order. It appears that the product was unfortunately lost in transit by **** and we completely understand how frustrating this must be.

  
  Please rest assured that we have made a note internally to resolve this for you, and a new unit will be shipped out to you as soon as possible. Well also provide tracking information once its on its way.

  
  Thank you for bringing this to our attention, and we appreciate your patience while we work to make this right. If you have any further questions, please dont hesitate to reach out to us at ********************************************************

  
  Best regards,
  ****** ******

  Customer response

  12/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* *********
  
   
  

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered my Saunabox Smart Steam Kit Pro on 11/17/2024. I set up the Saunabox according to the manufacturer specifications as provided on the owners manual and set up video online. I used the Saunabox once with no issues but the second time I turned it on it tripped my fuse box. I reset everything and tried it again twice with the same result. I have used the same outlet for multiple other appliances and equipment and have not had any issues. Its only with the Saunabox that my electric system has issues. I tried contacting Saunabox via email twice and again through their online portal explaining the problem with no response or follow up, even though they claim they will respond within 12/24 hours. I see there are other similar complaints on this platform and it appears this is the only venue where they actually respond to issues.

  

  Business response

  12/16/2024

  Dear ***,
  

  Were sorry to hear about the issue youve experienced with your SaunaBox Smart Steam Kit Pro. This situation is very unusual, as our products are designed to work seamlessly when set up according to the instructions. We sincerely apologize for the trouble and the delay in addressing your concerns.
  

  To make things right, well be shipping you a new steamer immediately. Please confirm your shipping address by reaching out to us at ********************************* and well ensure the replacement is sent out as soon as possible.
  
  

  Thank you for bringing this to our attention, and we appreciate your patience while we resolve this for you.
  

  Best regards,
  ****** ******

  Customer response

  12/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Kee H
  
   
  

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a replacement frame back on 10/30/2024 for $51. I recently underwent chemotherapy treatment and was told to avoid gyms, saunas, public pools because of the risk of getting sick. So I bought some gym equipment, mats, a stationary bike, etc. because I wanted to do what I can with the hope of returning to sports once I was cleared. I was allowed to use a sauna and was super excited to buy this product since this was a staple in my normal training/routine. When I placed the order, I never received an order number, or any information pertaining to my order. I tried reaching out to customer service but it went no where once they said "we can not find your order". That was it. No follow up, no interest in resolving. I decided to reach out to the Instagram page to see that would work. It did and at first it seemed like the person had it under control and get it resolved but then they tried to alter my order, tell me that I did not need what I ordered. I already paid $51, just give me what I paid for and move on! At this point, the company has probably spent more than $51 in just their time fighting than actually resolving. I was told everything is being handled but their own system, TO THIS DAY, does not recognize my order number. I have a useless machine at my house right now because I am waiting on parts that honestly, never should have broke in the first place. The *** file that I attached shows the full conversation. The product itself is great when I was able to use it. It is obvious the company cares more about new customers and a quick **** than actually handling issues when they come up. It's not a cheap product and the main components of the Sauna are not cheap. I will never buy another product from this company again. The kicker to all this is that my friend bought a black friday bundle and already received everything. That is ridiculous.

  

  Business response

  11/27/2024

  Hello,

  To whom this may concern, this customer has reached out regarding his order which our chat bots were not able to pull up. Once ******* reached out to us via IG we were able to track down his order, however there was some issues with IT in fulfilling orders. At this point in time we were in the midst of switching warehouse locations to improve shipping/delivery and ********* order was right on that cut off. When the switch was made, ******* made us aware he had received no updates which made me look back into Warehouse location where his order was still at our old location. We had IT go back to manually fulfill orders where we made sure ******* had updates regarding his order status. Our team let me know that his order was ready to be shipped but was placed on backorder due to needing a replacement G-tee which has been holding up the order. We have updated the customer in regard to this and plan to have it shipped out once the replacement G-tee gets back in stock.

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order #***** Product Arrived November 1st 2024 On November 15th I noticed a large pool of water underneath the saunabox tent and on my new flooring. This was much more than condensation. I looked underneath and to my surprise there were punctured holes on the canvas flooring of the new saunabox due to the stress of the plastic connectors that connect between the fiberglass rods. Pictures attached. Adult owned, 1 user, constructed and remained in one location for the entirety of less than two weeks. It appears I have received a defective product.I reached out to customer support expecting a replacement of the saunabox tent. On the front page of their website it states, FULL 2 YEAR WARRANTY. Their reply was, wear and tear is not covered in the warranty, but you can order another one for 15% off. I responded and pointed out that the warranty states NORMAL wear and tear not covered. NOTHING is normal about these holes taking place within first few uses, less than 2 weeks. I have yet to get a response after I asked that they appropriately honor their warranty, so it appears they are choosing to ghost me like they have with other reviewers that Im reading now on their website when issues take place. I am submitting this complaint due to neglect of customer service and refusal to honor a warranty for a defective product. I can no longer use a product that I paid over $350 for. The "2 year warranty," was worthless 2 weeks in.

  

  Business response

  11/27/2024

  Hello,

  To whom this may concern, we are deeply sorry about the inconvenience and experience you may have had with our customer service team. Thank you for providing us with pictures of everything so I can understand the severity of the damage! Our warranty does cover manufacturer and shipping defects along with normal wear and tear which is what I would consider this. What I will do is reach out from our support email to confirm shipping information so we can smooth this whole issue over with you!

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint: Request for Refund Due to Defective Product, Warranty Issues, and Poor Customer Service with Saunabox Details of Purchase: Within less than a month and a half of ownership, the steamer component was damaged. Saunabox initially offered to replace it, which I accepted. Issues with Warranty and Customer Service: Shortly after, the steamer completely stopped working. I emailed Saunabox three times, expecting a response within their stated 48-hour timeframe. All emails went unanswered for two weeks, until I mentioned that I would file a complaint with the BBB. Only then did a representative named Joey contact me. He assured me of a resolution, stating that the replacement steamer would be shipped by September 17. However, despite multiple follow-ups over the next two months, nothing was shipped, and I received various excuses about delays, including backorders, his mother’s hospitalization, and a hurricane affecting shipping (despite no relevant weather events between California and Oregon). After two months without action, I requested a refund, at which point Joey claimed the replacement had already shipped – it had not. When it finally arrived, the replacement steamer was damaged, and Saunabox has refused to replace it. In addition, the mat and sauna cover failed within the initial 90-day period. Unmet Warranty Promises: The company claims to offer a two-year warranty, but they have not honored it legitimately. They did not provide promised product information, and I have reason to believe their materials contain plastic, contrary to their claims. Evidence and Request: I have documented the damage to the product with photos and videos, as well as email correspondence that reflects the delays, excuses, and failure to replace parts as promised. I am seeking a full refund. If this is not received within two weeks, I will pursue further legal action. Desired Resolution: I request a full refund within two weeks due to the unusable and damaged products

• Initial Complaint

  11/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for a SaunaBox Smart Steam Kit Pro on 10-2-24 in the amount of $314.10. The product I received is defective and sparked when plugging in and turning on. I contacted them immediately on 10/14/24. They refused to pay return shipping and required that I sign a form removing their liability to refund my return or compensate for the return shipping. Since then I have tried for weeks with back and forth emails to resolve this issue by returning it. I've asked for a phone number to call to discuss, they refuse. They are refusing to accept this return and pay for return shipping, requiring me to sign a form stating that I'm responsible for return shipping despite the product being defective. If I were to sign it, I would have to pay return shipping and a replacement. On 11/10/24 I finally gave up and signed the form adding a bit that I would not be responsible for return shipping. They are now unresponsive to my communication. I no longer want to do business with this company and do not feel safe using their product and am asking for help in recovering my $314.10

  

  Business response

  12/04/2024

  Thank you for bringing this matter to our attention. At SaunaBox, we aim to provide high-quality products and support for our customers while adhering to our standard policies and procedures.
  

  Regarding the concern raised by ***** ******, we would like to clarify the following:
  

  Return Shipping Policy: As part of our standard operating procedure, customers are responsible for covering return shipping costs when making a warranty claim.

  
  Resolution Steps:
  Upon being notified of the issue, we provided Ms. ****** with the necessary documentation to initiate the warranty return process.
  While the form provided is standard for all warranty claims, Ms. ****** added her own notes regarding return shipping costs that were not included in the original agreement that was sent to her. Despite this, we processed her claim to the best of our ability under the circumstances.
  

  We regret any delays in communication and are actively working to improve response times during busy periods.
  

  Current Status: A resolution has still not been met due to the fact that we have not had the "defective" unit in question in our possession in order to run a thorough investigation. 

  
  At SaunaBox, we take customer concerns seriously and continuously strive to improve both our products and customer service. Please let us know if additional information is required.
  

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

• Initial Complaint

  10/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Saunabox Smartsteam Kit Pro on September 7th, 2024, for my fiancé's birthday order number 38811. It was received on September 18th. After 2 weeks of using it, the Smartsteam Pro Unit stopped working. We called customer support, and they finally got back to us on October2nd 2024. We explained the issue, and they said they would send us a new one. Order number *****. Today is October 15th, and they still have yet to send the replacement. We received an email after our follow-up stating there had been shipping delays. After further investigation on social media as well as BBB complaints, it seems to be a common issue with the Smartsteam Pro Units abruptly stop working and Saunabox does not honor people's warranty by shipping the new replacement. I paid $349 for this product, and I expect Saunabox to honor their warranty. If they can not do that, I would like to request a full reimbursement so I can purchase a different one elsewhere.

  

  Business response

  10/17/2024

  Dear Better Business Bureau,
  

  Thank you for bringing this matter to our attention. We sincerely apologize to ****** for any inconvenience caused by the delay in processing the replacement for their SaunaBox Smartsteam Kit Pro.
  

  We understand how frustrating this situation must be, especially when it involves a gift for a loved one. While a unit not functioning properly is rare, we are committed to resolving this promptly and ensuring ****** receives a fully operational unit.
  

  To address this, we have already processed the replacement order, as shown in the attached screenshot, and are working to have it shipped as quickly as possible. Our team is dedicated to honoring the warranty and providing our customers with high-quality products and reliable service.
  

  ****** will receive tracking information for the replacement as soon as it ships, so they can monitor its progress. We appreciate their patience and understanding as we resolve this matter.
  

  Please feel free to reach out for further updates or additional information. We are here to assist and will continue to prioritize this case until it is fully resolved.
  

  Warm regards,
  **** ****** - Director of Partnerships

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the ultimate recovery bundle in July 2024. I allegedly received my products via *** in August. Order no. *****. I only received the cold plunge NOT the sauna. This purchase cost $478.19. I've attempted to reach out to the company through email 5 different times with zero response in over a week.

  

  Business response

  08/13/2024

  Dear Better Business Bureau,
  

  We sincerely apologize for the inconvenience that ********************* has experienced with her order. After reviewing her case, it appears that the sauna from her Ultimate Recovery Bundle was mistakenly returned to sender. We deeply regret this oversight and understand the frustration it has caused.
  

  Please rest assured that we are taking immediate action to resolve this matter. We will ensure that her sauna is shipped out to her as soon as possible. Our team will also reach out directly to ************** to provide updated tracking information and confirm the delivery of her sauna.
  

  We are committed to making this right and appreciate the opportunity to address the issue.
  

  Sincerely,
  *********************
  Director of Partnerships
  SaunaBox
  *****************************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  From: SaunaBox Support <********************************>Date: April 17, 2024 at 1:50:41PM EDT To: *********************** <*********************>Subject: Re: ??? Dr. ******************* breakdown hot & cold therapy Reply-To: SaunaBox Support <********************************>?Hello *******,Thank you for following up. I apologize for any inconvenience you have experienced.We are aiming to get all replacements sent out as soon as possible. We are awaiting additional inventoried. We will be sure to provide you with tracking as soon as it is available! Be on the lookout for that.Best regards,Saunabox Support Team Support by SAUNABOX On Tue, Apr 09, 2024, at 11:26 PM, SaunaBox Support <********************************> wrote:Hey ****,Were working around the clock to get your replacement out to you and it should be on the way soon, Youll receive tracking information as soon as its out the door! We appreciate your time and patience on this, please let us know if you have any additional questions or concerns.Saunabox Support Team On Tue, Apr 09, 2024, at 09:25 PM, *********************** <*********************> wrote:Do you have an update on the steam shipment for me ?***************************** National Pro Broker ***************************** ************ ************** www.nationalprobroker.com On Wed, Mar 20, 2024, at 07:22 PM, SaunaBox Support <********************************> wrote:Hello *******,We do apologize for the quality of unit you received. We have made an internal note to have these sent out as soon as possible. We appreciate your patience while we worked on sorting this out for you! We are now processing a replacement for your order; however, the order might take longer than usual to arrive due to high demand - we are working around the clock and you'll receive tracking information as soon as it's out the door!Please reach out to us if you need anything in the meantime - always here to help.All the best,Saunabox Support Team On Mon, Mar 18, 2024, at 08:09 PM, SaunaBox Support <********************************> wrote:Hi *******,Thanks so much for reaching out. We want to let you know we've received your message and our customer service team will be there to help you shortly!You might be able to find your answer in our extensive FAQ section here - SaunaBox FAQ Due to heavy order volume, we are working around the clock and will be able to assist you as early as possible - expect a response within 24 hours.Thank you for your understanding!On Mon, Mar 18, 2024, at 08:09 PM, *********************** <*********************> wrote:May I get a manager for customer service phone number? Or should I got to the board of directors or CEO. Its been months and you guys cant get it right. I paid money for a steam that worked for a handful of times. You said you were sending me a new steamer instead you sent me replacement poles you had sent months ago that you had messed up on as well. Can I get *********************** email and contact number. I have emails for months and he should be made aware of this disaster situation ***************************** National Pro Broker On Thu, Mar 07, 2024, at 11:36 PM, SaunaBox Support <********************************> wrote:Hey *******,We are aiming to get all replacements sent out as soon as possible. We will be sure to provide you with tracking as soon as it is available! Be on the lookout for that.Best regards,Saunabox Support Team On Wed, Mar 06, 2024, at 10:52 PM, ***************************** <*********************> wrote:Understood and appreciated the response. The poles was a long ago issue which i received and replaced. I think wires are getting crossed. The steamer is the issue that does not work.On Wed, Mar 06, 2024, at 10:49 PM, SaunaBox Support <********************************> wrote:Hello *******,Thank you for reaching out!You asked for two poles in your previous Reponses along with the cold plunge. Regarding the steamer, we are working to get these replacements sent out. We have not forgotten about you and will be sure to provide you with updates as soon as possible!All the best,Saunabox Support Team On Tue, Mar 05, 2024, at 07:32 PM, ***************************** <*********************> wrote:this was sent from your company. Please have a steamer expedited. a steamer not poles.SaunaBox SupportWed, Feb 21, 4:06PM (13 days ago)to ****************, me On Tue, Mar 05, 2024, at 07:30 PM, SaunaBox Support <********************************> wrote:Hi *******,Thanks so much for reaching out. We want to let you know we've received your message and our customer service team will be there to help you shortly!You might be able to find your answer in our extensive FAQ section here - SaunaBox FAQ Due to heavy order volume, we are working around the clock and will be able to assist you as early as possible - expect a response within 24 hours.Thank you for your understanding!On Tue, Mar 05, 2024, at 07:30 PM, ***************************** <*********************> wrote:this isnt my order, mine was supposed to be a replacement steamer not poles. What is going on On Tue, Mar 05, 2024, at 07:29 PM, ***************************** <*********************> wrote:This has gotten a bit crazy. I was supposed to receive a new steamer because mine doesn't work after a few uses. I got replacement poles in the mail! Please expedite shipping on a new steamer. Please look back on my history as this has been a disaster. I need to be escalated to management because I don't understand the miscommunication. I email, emails get returned week later. My entire system doesn't work and you send poles for the second time. And I am stuck with an inoperable sauna. Please let me know how I can return this and get my money back. I don't want this and am going to have to forward all of our communication to someone who deals with consumer affairs because frankly this is ridiculous. I even went as far as sent a video of the steamer not working. Please advise.On Wed, Feb 21, 2024, at 09:06 PM, SaunaBox Support <********************************> wrote:Hey *******,We completely understand your frustration here and apologize about the inconvenience that you have experience here. This is not the experience we aim for you to receive as our customer. We have went ahead and created a replacement order for the steamer. In addition we are going to send you a free Cold Plunge, to make good on what you initially expected and to clear up any confusion. If there is any other issues or concerns here, do not hesitate to let us know and we will look into this for you. Thanks On Wed, Feb 21, 2024, at 03:52 PM, ***************************** <************************************> wrote:

  

  Business response

  04/30/2024

  Thank you for bringing ************************* case to our attention. We value *****'s feedback and are committed to addressing his concerns promptly and effectively.
  

  Regarding the replacement steamer, we apologize for any inconvenience caused by the delay. Unfortunately, we are currently out of stock. However, we assure ***** that he will receive the replacement as soon as they are back in stock, expected by the end of the month.
  

  In light of the situation, we wanted to extend our sincerest apologies to *****. As a gesture of goodwill, we have shipped him a complimentary cold plunge unit, which we hope will demonstrate our commitment to resolving his concerns and ensuring his satisfaction.
  

  Should ***** have any further questions or require assistance, please do not hesitate to contact us directly. We are dedicated to providing him with a positive experience with SaunaBox.

  Customer response

  05/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

*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. ↩