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:03/17/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 bought a Saunabox from ************** Goods and it worked for 2 months. Ive contacted the company back and forth 11 times to date and they told me I would have my replacement box shipped on or before March 13th. I still have not received a tracking number and I cant get a response back!

  

  Business Response

  Date: 03/26/2025

  Hello, our customer representative ********* had reached out on 3/25 in regard to the replacement steamer being sent out this week as we were awaiting delivery of our inventory.

  Customer Answer

  Date: 03/26/2025

  
  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

  Date:02/26/2025

  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.

  I ordered the Saunabox on December 30th. It was shipped to me and I received it in early January. I used the system 5 times, in span of about a week and a half. After the 5th use, the heater completely stopped working. The water wouldnt even get warm after 45 minutes of the system being on. I reached out via email on January 25th, letting them know my heating system had failed and I needed it replaced. They sent an automated email back claiming they would respond in ***** hours. I didnt hear back until I emailed 3 more times and they finally responded on Feb. 1. Since then, they have requested different information with every response. And only responding about once every 7 days. Ive provided them with order number, serial number, images of the product, and even a video they asked me to take after the system had been on for **************************************************************** one email so I can provide it and get this process over with. I finally found their phone number, and have called 4 times (leaving messages everytime). It has gone to voice mail every call. They claim on the voicemail, that they will call back within 24 hours. NOT A SINGLE CALL BACK. NOT TO MENTION THEY POST ON THEIR SOCIAL MEDIA ACCOUNTS EVERY 2 DAYS. Not responding to a customer and then posting 4 tiktoks in the meantime is CRAZY. I have now been dealing with this for over a month and spent over $300 dollars on this product. I want to sauna, I spent hard earned money on this. Im not requesting a refund, just a new heater. They do have a warranty on the product and have yet to honor it. Worst experience Ive ever had with a company. I have to reach out every couple days, and Im a hard working busy guy. Not acceptable. Im so tired of dealing with this company. I just need them to resolve this so I can never deal with them again.

  

  Business Response

  Date: 03/04/2025

  Dear *** ******,
  

  We sincerely apologize for the delays and frustration you've experienced while trying to resolve your heater issue. We understand how disappointing it must be to deal with this, and we regret that our communication has not met your expectations.
  

  Your case is a priority for us, and we want to ensure that we get this resolved as quickly as possible. A team member will be reaching out shortly to confirm the details and next steps regarding your warranty claim. We appreciate your patience and the effort you've put into providing the necessary information.

  Please know that we take customer satisfaction seriously, and we are committed to making this right. If you have any immediate concerns, feel free to reach out to ********************************* We appreciate your time and look forward to resolving this for you.
  

  Best regards,
  SaunaBox Customer Support

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased on 11/28/24. Filed repeated tickets since then for heat output vs. advertised of steamer unit. Company did finally send a replacement unit which failed to meet temperature. Since then, no support or response. Have tried contacting this company for a refund for 3 weeks. Absolutely the worst people to deal with. I can't believe they can even operate without honoring what they are selling.

  

  Business Response

  Date: 03/04/2025

  Dear *** *******,
  

  We appreciate you reaching out and sincerely apologize for any frustration youve experienced. We understand how important it is for your SaunaBox to meet your expectations, and we regret that the replacement unit did not resolve your concerns.
  

  The temperature of the sauna can be influenced by ambient conditions, and while we strive to provide the best possible experience, this factor is not covered under our standard warranty guidelines. That said, we certainly want to work with you to find a resolution. A team member will be reviewing your case, and well be reaching out to discuss potential next steps.
  

  We appreciate your patience and the opportunity to make this right. Please feel free to reach out to ******************************** if you have any additional questions in the meantime.
  

  Best regards,
  SaunaBox Customer Support

  Customer Answer

  Date: 03/05/2025

  The response still doesnt address the products problems. Company is not working hard to fix the main issue which is the product doesnt heat to the advertised temperature. Its been over ***** since last email. 
  

  My problem is not being taken seriously. 

  

  Business Response

  Date: 03/26/2025

  ****, we are sorry your heating unit was not up to standards, however looking back into the email threads I could not find any pictures or description of how hot the replacement steamer got to. Our website does state that it CAN reach up to 130 deg F, however, I will have our representative ********* reach out to help process your return today.

  Customer Answer

  Date: 03/26/2025

  
  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,
  
  **** *******

   

  P.S It's completely unfortunate this company doesn't respond in a timely manner and treat new customers with valid problems going on for months......not days or weeks. Good luck Saunabox!
  
   

  
  

• Initial Complaint

  Date:02/25/2025

  Type:Customer Service 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.

  Placed my order in August 2024 for a Sauna Box and Cold Plunge. Set up the sauna in my garage. Has never been moved from that space. I wipe it down with a clean cloth 1 time per week, wash the mat. Basically, I take great care of my things. Started noticing the sauna has a couple of holes. Also starting noticing the heater not so hot anymore. Beginning of February 2025 my heater stopped working. I sent an email 2/11/2025 trying to open a warranty claim as I am still under their 2 year warranty promise. Received a generic email response stating, they would get back to me ***** hours. Still have received no response. I have followed up multiple times with no response. Have started a chat with a rep. *** told they would escalate my issue and to wait 15 minutes so someone could help me. 45 minutes later an no response. Extremely disappointed in the absolute joke of customer service. Unprofessional and definitely not a way to do business. Ignoring paying customers under rightful warranty period that they promise and advertise is a bad business practice and will not result in more customers.

  

  Business Response

  Date: 03/04/2025

  Dear *** *****,
  

  We sincerely apologize for the frustration you've experienced in trying to resolve your warranty claim. We understand how important it is to have a properly functioning SaunaBox, and we regret any delays in our response.
  

  A member of our team will be reaching out to you by the end of the day to go over your concerns and ensure that everything falls within the guidelines of our warranty policy. We appreciate your patience and the care you've taken with your SaunaBox, and we want to work with you to find the best solution.
  

  If you have any further questions in the meantime, feel free to reach out to ********************************* We appreciate your business and look forward to assisting you.
  

  Best regards,
  SaunaBox Customer Support

• Initial Complaint

  Date:02/24/2025

  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 purchased a Saunabox for $400 from Dicks Sporting Goods in December which stopped working in January. The company was initially responding to the warranty claim but have now told me they would get back to me in ***** hours every time I email for the last 6 weeks.

  

  Business Response

  Date: 03/04/2025

  Dear *** ******,
  

  We sincerely apologize for the delays and frustration you've experienced with your warranty claim. We understand how important it is to have a properly functioning SaunaBox, and we regret that our communication has not met your expectations.
  

  Your case is a priority, and we are reviewing the details now to ensure the appropriate next steps are taken. A team member will be reaching out shortly with an update on your warranty claim.

  We appreciate your patience and the opportunity to make this right. If you have any further questions, please feel free to reach out to us at ********************************************************.
  

  Best regards,
  SaunaBox Customer Support

  

  Business Response

  Date: 03/04/2025

  Dear *** ******,
  

  We sincerely apologize for the delays and frustration you've experienced with your warranty claim. We understand how important it is to have a properly functioning SaunaBox, and we regret that our communication has not met your expectations.
  

  Your case is a priority, and we are reviewing the details now to ensure the appropriate next steps are taken. A team member will be reaching out shortly with an update on your warranty claim.

  We appreciate your patience and the opportunity to make this right. If you have any further questions, please feel free to reach out to us at ********************************************************.
  

  Best regards,
  SaunaBox Customer Support

• Initial Complaint

  Date:02/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Feb 4, 2025 ******* Ultimate Recovery Bundle: SaunaBox + PlungeBox XL and Pro Water Chiller Unit Received refurbished/used equipment. The water chiller still had water in it when taken out of packing, and the screen was scratched and nonfunctional. The PlungeBox XL had several tears and leaked water. Could not set up for first-time use, and the carpet was damaged due to a water leak.Emailed SauanBox four times on three different days after receiving a partial part of the order, which included PlungeBox XL and Pro Water Chiller Unit. Received automated responses with zero follow-up.

  

  Business Response

  Date: 02/24/2025

  Dear *******,
  Thank you for bringing this to our attention. Im very sorry to hear about the issues you experienced with your Ultimate Recovery Bundle, including the condition of the water chiller and the PlungeBox XL, as well as the challenges setting them up. I understand how frustrating it must be to receive equipment that doesnt meet your expectations and then face automated responses when you reached out.
  

  I want you to know that I have expedited your request, and our team will be reaching out to you shortly to work toward a resolution. We value your feedback and are committed to making this right.
  

  Thank you for your patience, and please dont hesitate to let us know if you have any further questions or concerns.
  

  Sincerely,

  SaunaBox Team

  Customer Answer

  Date: 02/24/2025

  
  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

  Date:01/07/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date:12/18/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date:11/26/2024

  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 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

  Date: 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.