Tim W.
I purchased a cold plunge and a .5 hp…nightmares insued
I purchased a cold plunge and a .5 hp chiller from Arctic Warrior back in April and it's been a nightmare since. It took about a month to even receive shipping information. I reached out about to their support but they didn't respond for over a week because they, "didn't want to respond until they had shipping information." I was hesitant to keep the plunge because of how poor their support team's help was and I didn't trust that they'd be able to give aid on their promised 1 year warranty so I began the return process. I submitted for a return a week after I received the plunge and have yet to get shipping information (it's now the end of August). At the time of my purchase their return policy was that any unopened products could be returned for a full refund and that (only if unopened) they would cover the return shipping. Their website policy has changed since I attempted to start this return. Thankfully they felt sketchy enough to make me grab a screen shot of their original return policy. I can't say whether or their they provide good products as I have not opened the package but I will say I have never had a worse experience working with a company for any reason. 0/100 - would not recommend working with them.
Response from Arctic Warriors: Cold Plunge TherapyAug 25, 2024
Hi Tim, Apologies for the inconvenience that has happened but as we’ve stated multiple times over email, live chat and phone this is completely out of our hands. As you initially started a dispute with your credit card company before even receiving the product we could not refund you even if we wanted to. We’ve been sharing screenshots of the current status of the funds with you every step of the way. Even-though you’re saying that you’ve spoken to them and they say it’s okay and they’ve cancelled the dispute - they keep asking us for more and more proof of the delivery as this goes on and they continue to keep the funds LOCKED. While the decision for the dispute is going on these funds are not in our possession. We would have been more than happy to get our product back and refund you the moment you decided that it wasn’t for you because that’s what we do. We KEEP our word. Yes you are right our policies have changed and reasonably so because we as a company made decisions to make changes but that does not affect you as a customer because the policies that were in place when you made the order still stand for you. As you know we have not mentioned any changes to policies to you personally and that’s because the changes do NOT affect you - they only affect future orders. All of this could have easily been avoided if you had simply cancelled the dispute when we spoke which was two days after it was initiated. I personally spoke to you and warned you that this might happen and we must avoid it. Currently it’s stated that the resolution is expected on November 4th. Here’s the latest update about the purchase from our payment processing dashboard (Screenshot link): https://imgur.com/a/VoVLkrO Once again I am very sorry that this happened but from day one this has been out of our control and is completely on your bank/credit card company. Whenever this is resolved by them, we will happily refund you without even requesting the product because of the trouble. We would do this simply because we are loyal to our customers and this is not how we do business. We would never risk our reputation for $2000… Kind regards, George Arctic Warriors Co-Founder