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:04/14/2025

  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.

  The ozone module on the sauna box water chiller has failed and makes a loud noise when activated.

  

  Business Response

  Date: 04/18/2025

  *******,

  We deeply apologize for the inconvenience and had our manufacturer take a look as this issue is something we have not experienced. Unfortunately, there is nothing that we can do to troubleshoot on our end so I am having one of our representatives reach out to get you a return label which we will cover the cost of so we can inspect your unit incase this happens in the future. ****** will also be reaching out to confirm your shipping address and provide an update so we can send you the necessary replacement plus a cleaning kit on us. If you have any questions please do not hesitate to reach out to ******************************** directly, we are here to help!

• Initial Complaint

  Date:04/13/2025

  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.

  On 9/29/24, my wife and I purchased a SaunaBox unit from SaunaBox LLC. With this purchase there is a 1 year warranty on the product and parts. On 2/22/25, I reached out to the customer service email because the smart steam unit was no longer working and the cloth enclosure had a sizable hole in it from normal use (zipping and unzipping the enclosure up for use). I received a response from the company on 2/22/25 saying they were going to have the appropriate team review my issue and work to resolve. I did not hear from them again and followed up via e-mail on 3/3/25, 3/15/25, and 3/28/25. It is now 4/13/25 and I still have not heard from the company. I would like assistance in either having the broken equipment replaced per the 1 year warranty, or my money refunded from the initial purchase. I have documentation from the original purchase and the customer service exchange that I am able to share. Thank you, *** ******

  

  Business Response

  Date: 04/18/2025

  ***,

  We apologize for the inconvenience of your steam unit no longer working and cover for having holes due to wear and tear. I also apologize on behalf of our support team in how this situation was handled. I had created an order for your (#*****) with a replacement steam unit, replacement thermoshield cover and an all natural cleaning kit on us as your product does indeed fall under warranty. A confirmation email has been sent to ********************** If you have any questions please feel free to reach out to ******************************** directly! 

  Customer Answer

  Date: 04/19/2025

  
  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:04/01/2025

  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 January 29, 2025, I placed an order (#*****) to Sauna Box in the amount of $672.01 USD which included their Ultimate Recovery Bundle: SaunaBox + PlungeBox XL 1, ********* Easy Clean Floor Mat 1, Accessory Bundle 1, and shipping protection. (Order receipt attached.) We received our items securely, and took some time to arrange our home gym before setting up/installing our Sauna Box and Plunge Box. We began using our Sauna Box last month (in March) and after merely a couple of weeks of consistent use, our "SmartSteam Unit" stopped working, meaning it no longer is generating steam/producing heat to warm the sauna. As per Sauna Box instructions, we troubleshooted to ensure there were no circuit/electrical issues causing the problem. It is clear the equipment simply no longer works. As per the instructions on steps to follow for reporting a problem, I submitted a report on the Sauna Box website on Friday, March 21, 2025 (11 days ago). I have since then followed up to the support email address ********************************** several times, and also contacted them by phone and left two voicemail messages. I have made it clear that since my purchase includes a 1-year warranty, my intention is to make a warranty claim and have the non-functioning equipment replaced. I have not heard back from anyone. I've included my emails to them, attached.Given it has been over 1 week with no response, and I have reached out several times, I am very concerned Sauna Box does not take my warranty claim seriously and/or does not intend to replace the non-functioning equipment, despite my entitlement to a replacement under warranty and despite this equipment being a significant investment. At this point, I feel the need to escalate the matter to ensure I receive the replacement equipment I am entitled to.I have attached a copy of Sauna Box's warranty policy, as well, which you will see covers defects and malfunctions of the SmartSteam unit.

  

  Business Response

  Date: 04/02/2025

  Bianca,

  We deeply apologize for the delay in getting back to you and your experience with our service team. To make things right, I went ahead and created an order for a replacement steamer and all natural cleaning kit to be sent out via Next Day Air. Also to ease any fears of your steamer not working, I am here to put those at ease. We have been working with our manufacturer and they have implemented a reinforced fusebox in our unit to avoid any issues of failure. Please let me know if there is anything else I can do, we are here to help.

  SaunaBox Support

• Initial Complaint

  Date:03/30/2025

  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 purchased Ultimate Recovery Bundle PRO: SaunaBox + PlungeBox Pro 1 from the SaunaBox Company on January 20, 2025. I received my order on January 27, 2025. After putting items together I realized I had not received a complete order. I never received the steam unit, attaching parts, or the eucalyptus essential oils. I've been back and forth via email since then to complete my order and it is now March 30, 2025. I had finally received the steam unit and hoses on March 28. The order didn't have the steam output box, connector for hoses, or the eucalyptus essential oils. I told SaunaBox via email that I was willing to send their product back to them at their expense for a full refund due to their inability to deliver the product advertised. They requested photos of the product in the original packaging before they would consider the refund. This was from over 2 months ago and I do not have the original packaging due to expecting to get the product I purchased. I feel that I have been robbed of my money and I still haven't received what was advertised and what I had purchased. I have included the email chain and receipt as reference to corroborate my statements.

  

  Business Response

  Date: 04/02/2025

  ****,

  We apologize for having the incomplete kit sent out initially and having such a long delay in getting the necessary parts out. On behalf of the delay and you being patient with us, I have sent a refund back and you should receive a confirmation email shortly. As for returning your product here is a link to provide you with a return label; *********************************************** Entering in your order information will create a shipping label to return to sender! Again we apologize and if there is anything else we can do to make this right let me know!

  SaunaBox Support

  Customer Answer

  Date: 04/04/2025

  
  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:03/25/2025

  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 ordered a Saunabox, PlungeBox, and a bamboo foldable mat. The plungebox and the mate that comes with the SaunaBox have been delivered. The tent, box that produces the steam, the bamboo mat, carrying case and the towel have not. I have attached the email from SaunaBox that states the items have been delivered. Attached also is the *** proof of delivery picture. The picture is from the street. When you zoom in you can see there is nothing on the porch. The company has used general responses to my inquiries. I have provided my phone number but I have not been contacted.I would still like to unit but as the company has not provided satisfactory communication, I have contacted my bank to have the charges cancelled. Thank you,

  

  Business Response

  Date: 03/26/2025

  ****,

  We apologize for the mishap on the delivery as that is something that has not happened. However, in trying to resolve this issue with you it appears a chargeback has been opened which does not allow us to offer any sort of refund. As for replacement parts, please reach out to ******************************** for any requests.

  Customer Answer

  Date: 03/29/2025

  
  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:03/18/2025

  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 ordered a Sauna Box steam system approximately 1 year ago. The unit worked great until the during a session the heating unit stopped working. The unit turns on but will not heat at all. The unit is under warranty still.I reached out via the only means available through their support section on the website. The initial attempt was approximately 1 month ago with various attempt including leaving a voicemail at their published company number. At their request I provided pictures, video and serial numbers of device. After numerous attempts to get any information from them on resolution, timing and plan I have no response from them.

  

  Business Response

  Date: 03/26/2025

  *******,

  We deeply apologize for the lack of communication in getting you a replacement unit. I looked through the email threads with our service team and was unable to find an order associated with your email address/phone number or name on our end. I reached out on 3/26 to confirm an order number to get this issue resolved.

• 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:03/07/2025

  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.

  We purchased a Sauna December 2nd 2024. We opened it December 26th (Day after Christmas)The product stopped working January 15th. We reached out to customer service at the end of January. ****************** told us we will be getting a replacement in ***** business days multiple times with the same copy and past email that is an AI responses from ******. There is no order number or proof of this being sent to us and no number to call to talk to anyone, only email with repetitive emails. We just want the replacement part they are telling us we are getting. They originally told us we are getting a replacement in early February. Now it is over a month later and we still have not received any order number or receipt that it is coming. Attached is the most recent string of emails from earlier this week.

  

  Business Response

  Date: 03/26/2025

  *****,

  We apologize about the inconvenience of your SaunaBox not working after about a month's usage and are extremely sorry for the experience you had with our customer service team. Because of the delay, I have created an order for a new SaunaBox for you; I looked up the order number and it was associated with ****************** which is where the order confirmation will be. 

• 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!