ComplaintsforSereneLife Home
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Complaint Details
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Initial Complaint
06/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Very poor customer service. I wanted to order a replacement leg G for my SereneLife Fire Table SLFPS3. I am willing to pay for shipping costs and the cost of the replacement leg G. I contacted their customer service June 13. Since then I have contacted their customer service through their email three times and talked to an individual to try to get this replacement. It is now June 25th and .....Nothing. This is the poorest company for customer service I have ever had to deal with.Customer response
07/20/2024
Better Business Bureau:
At this time, my complaint, ID ******** regarding SereneLife Home has been resolved.However it took many emails and phone calls. In the end they sent me the wrong item number but I made it work. Horrible company for customer service.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
**** ****Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Bought product from Amazon and stated hassle free 1 year warranty. Product failed within the year warranty. When filing claim company stated would be require to pay shipping both ways and will take 4-6 weeks to replace/ repair. I ask if I shipped the item back can they send me a new unit. Was told no. Required to pay for shipping both ways. The cost of shipping is more than I paid for item. I also offered to take to a local repair service to verify it had failed. They just apologized saying only way to get unit fixed or replaced is to pay shipping both ways. After reading many reviews with customers having same issue seems to be a way for company not to honor warranty.Customer response
07/05/2024
Better Business Bureau:
At this time, I have not been contacted by SereneLife Home regarding complaint ID ********.
Sincerely,
***********************Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Amazon I Purchased a swimming pool made by SireneLife. Purchased in September 2023 because it was on sale. After it arrived, I checked the list to make sure all parts were enclosed and they were all there. I stored the complete pool contents inside my home until May 2024. I set the pool up on the prepared site and began filling with water. After a short time, I noticed water outside the pool. After a very close inspection, I found a small hole in the bottom of the pool liner. I have reached out to the company through their website twice. Leaving full details. I even told them I could just keep all the other parts and they could send a replacement liner, saving them some on shipping. I told them I could send the defective liner back to them so they could see it themselves. Otherwise, I can return it all for a replacement or refund. The company will NOT RESPOND! On Amazon, they have excellent reviews. However, on this BBB site, the reviews are terrible. The company either doesn't respond at all or they refuse to stand behind their products!Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased infrared sauna 4/8/2024 Stopped working 5/6/2024 ***************** 5/6/2024 Spoke to a representative stating I would have to pay for shipping to and from and would take 8 weeks to fix. Asked to speak with a supervisor since it was brand new. They refused and hung up on me. I emailed numerous times and there only response was I have to pay for shipping both ways.Customer response
06/25/2024
Better Business Bureau:
At this time, I have not been contacted by SereneLife Home regarding complaint ID ********.
Sincerely,
*******************Initial Complaint
05/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I received 2 inflatable paddleboards as a gift. They are SereneLife Inflatable Paddleboards SLSUPB10/SLSUPB20. For over a year I have been trying to purchase replacement fins, as both of those that came with the boards came off in use, and was discovered when I pulled them out of the water to store in their carrying cases. I purchased replacements twice on Amazon; both times I received the incorrect item. I kept the initial purchase even though it was the wrong item, and returned the 2nd order when I saw it was also incorrect, and received a refund from Amazon. I tried purchasing other replacements twice, but both times the fins did not fit the boards. Last May, when I contacted SereneLife directly, they told me the fins were not in stock. I called again May 9 of this year, and was told someone from the parts department would contact me. They did, and told me again, the item I needed was out of stock. I asked when they expected them to be in stock - no response was provided. I just called again today, and was told they were still making the parts, but had no idea when they would be back in stock. I questioned this, as they were out of stock last year as well, and was advised by **** at SereneLife that she was unable to answer that question. My boards cannot be used without the replacement part. I think there was a problem with this type of fin and either they are no longer making them, or fear that if I ever am successful in replacing them, they will come off again and I will be back in the same boat. I would like SereneLife to replace my boards, or at the least offer a discount on the style that uses the screw-type fin (vs. slide in and secure with an attached pin) that they DO have in stock.Initial Complaint
05/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
July 12, 2023 I paid $381.39 plus tax I bought a Serene Life SLPAC 12.5 3-in-1 Portable Air Conditioner with Built-in Dehumidifier. After a little over one month of it working well, the machine stopped blowing cold air. It was the end of summer, so we put it away. We took the unit back out this spring, cleaned it, turned it on and still no cold air. We contacted the company and have been sending email correspondences. The company was quick to email requesting I send my invoice and asking for my shipping address and phone number. I sent the invoice, shipping address and phone number. The next email from the company states that based on the information I provided, it looks like the unit needs to be sent for a repair and describes the warranty information. If it is determined my unit can be repaired, they will repair it and if not, a replacement will be shipped to me in about 4-6 weeks after it is received, they determine what needs to be done, and they fix it or send a new one. PLEASE NOTE THAT SHIPPING BOTH WAYS SHOULD BE PAID BY THE CUSTOMER. Still, no address has been provided for me to send the unit. I sent another email explaining why I shouldn't have to cover the cost of shipping, how this affects my poor health, and STILL no shipping address given. Return email suggests I have a family member help me with the shipping and STILL no shipping address given. After seeing the same complaints here, I felt the need to add my experience so far. I feel like they are just wasting days and time without truly helping to rectify the situation.Amazon Order Number: ******************* I would like a refund for the product, and if they want the unit back, for them to send me a prepaid shipping label AND the address in which to send it!!Customer response
06/24/2024
At this time, I have been contacted directly by SereneLife Home regarding complaint ID ********, however my complaint has NOT been resolved because:
They will not pay for shipping to have the unit looked at in the case it can be fixed or replaced.
I would like a refund, but a refund cant be given unless I pay for the shipping to send the broken unit back.
I had my AC people come out to check my house unit and the technician looked at the Serenelife because he wanted to buy one for his apartment. After I told him what has happened, he said he will not buy from them. He also said the compressor in the Serenelife unit is not working.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Initial Complaint
03/04/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Absolutely horrific customer service. I received a NEW product that I ordered from Amazon. The remote was defective. I sent a request in through the Serene Lofe website, and was asked to send a screenshot of my order. Which I did. I then got some person telling me how to use a **** remote as if I was an idiot. Then asked me for a second screenshot of the order which I sent. I then got a third request for a screenshot of the order to now verify it was new and when I tried to send it the mailbox was full. The phone number goes directly to an automated voice saying we could not understand your response and then hangs up. I have been trying to get a response on replacement remote for over a week.Business response
03/06/2024
Tell us why here...WE ARE MAKING CHANGES STRIVING FOR THE BEST POSSIBLE CUSTOMER EXPERIENCE. I ALSO TO EXPLAIN WHY OUR AGENT WAS SEEMINGLY OVERKILL AT ASKING FOR YOUR PROOF OF PURCHASE MUTIPLE TIMES. NOW WITH THE USE OF AI WE HAVE ENCOUNTERED FAKE PROOF BEING SENT TO US AND THE AGENTS WERE TOLD TO BE SURE WHEN CHECKING THE RECEIPTS SUPPLIED TO US NOTHING AGAINST YOU PERSONALLY. OUR I.T. DEPARTMENT WILL BE LOOKING INTO THE EMAILS ISSUE MAILBOX IS FULL MESSAGE YOU GOT WHEN TRYING TO EMAIL US THE 3RD OR 4TH TIME.. WE ARE COMMITED TO CUSTOMER SATISFACTION WE APOLOGIZE IF YOU FELT ANY THING BUT THAT COMMITMENT.
WARRANTY DIVISION CUSTOMER SUPPORT
Initial Complaint
12/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased on Oct 6, 2023 Order number ******************* Item amount CDN$ ****** *NEW*What I got was a used item!After having multiple issues I was given a 1 year warranty,A warranty that would have started November 6th 2023 and was to end on November 6th **** I purchased this item off Amazon and what I purchased was supposed to be a new unused item when I got it it was clearly used from the wear and tear clearly visible.I had brought this to their attention among other issues by email and they they seem to have ignored that part of the email and decided to do with other issues I was having with the treadmill and the outcome of that decision was **** gave me an extended warranty for one year, after a few months I had contacted them again and told them for a second time that I was getting an electrical current hey electrical current that is crossing my heart from there heart rate monitor that is on their handrails on the treadmill this is something that can kill somebody.The email that I received from them is this:"Upon consulting our higher department, it seems like you will need to send your unit in for repair. I'd be happy to submit a warranty claim for you. Kindly provide your shipping address to proceed. Please take note that ALL SHIPPING COSTS ARE THE CUSTOMERS' RESPONSIBILITY UNLESS WE HAVE INDICATED OTHERWISE PRIOR TO THE **** BEING SHIPPED BACK TO US."After giving them my address I received an email telling me "We regret to inform you that our shipping cost coverage only extends to items weighing 15 lbs or less. After verifying the weight of your unit, we have determined that it surpasses the weight limit. Unfortunately, we cannot provide coverage for shipping fees on units that exceed the 15 lb limit."Customer response
01/09/2024
Better Business Bureau:
At this time, I have not been contacted by SereneLife Home regarding complaint ID ********.
Sincerely,
***************************Initial Complaint
10/06/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I bought a sauna from this company and got a 1 year warranty. This product started a fire in my home and burned through the rug and carpet. I enabled the smoke while trying to put fire out. I have a one year warranty but they will not honor it. I would like a product replacement or a refund. They declined.Customer response
10/30/2023
Better Business Bureau:
At this time, my complaint, ID ******** regarding SereneLife Home has been resolved.
Sincerely,
*****************************Initial Complaint
08/17/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Date of purchase: July 7, 2023 Date of Registration: apprx July 10, 2023 Amount: $419.99 Order # (Amazon): ******************* The business committed to providing a $25 rebate or $25 gift card.The "ad" came with the unit, directing me to go on their website and register the unit, thereby earning the rebate.The company assured that upon registering the ** unit on their website, and providing a customer review at Amazon, I would receive the rebate.I did not receive the rebate and have contacted the company 4 times with no resolution. As of now, they have essentially ghosted **** have documented EVERYTHING from the moment of purchase at Amazon to this correspondence.Customer response
09/11/2023
Better Business Bureau:
At this time, my complaint, ID ******** regarding SereneLife Home has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
************************************
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Customer Complaints Summary
32 total complaints in the last 3 years.
14 complaints closed in the last 12 months.