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: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.

• Initial Complaint

  Date:11/21/2024

  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.

  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

  Date: 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

  Date:11/15/2024

  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.

  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

  Date:11/14/2024

  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 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

  Date: 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,
  **** ******