Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed order for the barrel and ice chiller in the beginning of summer with a promise delivery date of mid to end summer. I paid the full amount July 5. They asked if I wanted it shipped together or separate I said no only all together. I recently received the barrel. It was dropped in my driveway while I was out of state. We are now going into December and I haven’t received the chiller yet. I have attempted to contact through email and phone several times and o have been ignored and neglected and there has been no communication on delivery times. I want a full refund for the chiller I asked to cancel it a month ago. October. I want a full refund for the barrel it’s in a box i haven’t opened it and it was shipped against my wishes. This has been a horrible experiencing and now I am going through a divorce and moving out. I need this settled and i need my money. The order was never fulfilled. This is not okay.

• Initial Complaint

  11/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 6/8/2024 I placed an order for an Ice Barrel 500 using the companies advertised HSA option (SIKA). They did not honor the purchase after their provider was unable to complete the transaction, they did not give me a chance to pay using another method; my bank was also charged $317.98 for shipping. CS was unable to assist, citing the transition remained in "authorization" then ignoring future communications. Their HSA option is being falsely advertised and should not be permitted in display on their company site. After a month of trying to resolve the HSA transaction, I gave up and placed an order using their financing through Affirm (7/8) for the same Barrel and added a chiller. Six weeks later, the Barrel was delivered damaged, not by the shipper but in manufacture (no damage to box). I was credited a small amount for receiving a defective unit after being told that to exchange I would have to cover all shipping costs (over $600). I would like the new, undamaged unit I paid for. The chiller ($2,799.99) did not come until the end of October, nearly four months form my second transaction date. When it arrived, it was soaked in the packaging, the unit appeared refurbished and repacked. Given the extended wait, I plugged it in... setup took a half day (clean the barrel and re-plumb it). As soon as I opened the water flow, my home flooded from the chiller unit. The chiller had multiple internal leaks, one at a rate that nearly covered the entire floor in the room before I could get to the shutoff valve, it continued to leak until the remaining water from the unit. I immediately (10/30) reached out to customer service; they have not replied (+5 weeks now). I did inform them I planned to open a BBB complaint and still they have shown no intent to resolve the matter. I offered to drive to OH, where the company is located for an exchange and was ignored. I have opened 5 or more tickets with customer service with an average wait time of 4 weeks between contact.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I am reaching out due to a lack of transparency and fraudulent advertising of ice barrel . I purchased their product in may of 2024 due to their information of releasing a chiller that was said to be released beginning of summer . We purchased a tub and chiller for approximately 4500$ . After a month of no information I decided to reach out and ask when we could expect delivery. They then said that the chillers are delayed but can ship the cold plunge tub that the chiller would be available by mid summer. As July came and was nearing a end I reached out again to ask when our chiller would be delivered , again I was told there’s been a delay and due to other purchasing before me I could expect a delivery date of end of August. To no surprise August passed and no word of a chiller was sent . I reached out again on September 5 to point out that based off standard shipping and no news of shipment I wouldn’t be receiving my chiller until the end of September after being told over and over I would receive by end of summer. I also asked for options of a full refund due to their obvious deception and lack of transparency. Instead they sent me a tracking number for a label they created . I thought great this is all I wanted was to receive the product I purchased for a large amount of money 4 almost 5 months prior. That was until I checked the tracking number 3 business days later and still the item had not been dropped off to UPS. Which brings me to today where it has been a full week after the label was created and no package has been delivered to UPS . I have reached out again to the customer service representatives and am being ignored .

  Business response

  09/16/2024

  While we have had delays in fulfilling the customers order we have kept them informed and offered that they are welcome to cancel their order for a full refund, should they decide they no longer wish to receive their order.

  This customer has also received an apology each time we have sent an update. We are more than happy to cancel their order should they decide to do so.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Ice Barrel 500. Upon receipt, it did not include the plugs and other items. Additionally it had damage all over the barrel. I notified the company and it toon forever for them to respond. They did offer to send me the replacement parts and give me $150 refund to my original payment. I accepted these terms and they sent me the parts. However, the $150 refund has never been received and they refuse to answer any further emails. I just want the $150 refund promised to me in the attached email.

  Business response

  09/16/2024

  This customer said they cancelled this complaint and they are being helped by our team member, Payton.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to return the ice barrel for months, there is no disclosure about costs to maintain, degradation, or communications from the seller when I reach out. -cost to maintain is to expensive -cost to maintain not disclosed -no insulation -cheaper than advertised materials used -contacted them Aug 21, within 30days, received no response -attempted numerous contacts in proceeding months

  Business response

  07/01/2024

  Hello, 

  We been in contact with the customer and told them they are able to return their order for a refund less the 30% restocking fee. This customer never reached out to us as they claim as we keep record of all return requests. 

  We are willing to work with them even though they are a year outside the return window. They just need to confirm they have packaging to ship it back in. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the Ice Barrel 300, order ******** on October 23, 2023 for $1,200. When I received the barrel I was still waiting for my water chiller that was received for another month. When I finally was able to fill my ice barrel with water it was leaking through the bottom fitting. I attempted to tighten the fitting but it continue to leak so I contacted Ice Barrels customer service which never answered one of my 5 plus calls. I emailed them and finally got a hold of ****** ******** who was able to send me a replacement fitting. When I put the replacement fitting on it continued to leak. After tightening it again the barrel plastic cracked inside. I have contacted their customer service about a replacement barrel with their updated fitting and have not been able to get a response. With the amount of money paid for a plastic barrel it’s unfortunate that they provide this level of customer service. I have even offered to ship my current barrel back. All I want is a functional product that I paid for. They told me they are updating the fitting which shows I’m not the only one that has had issues with their poor fitting design. I want a refund or a replacement with the updated fitting.

  Business response

  05/03/2024

  We have sent a replacement to the customer. 

  Fedex tracking ************ to be share with the customer.

*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. ↩