Erica
Horrible customer service with little to no resolution.
We placed our order on December 11th for a sauna and a cold plunge. The sauna did eventually arrive—but well after the original promised timeline. We are still waiting on the cold plunge. I first contacted support on January 8th and received the standard “2–4 weeks” response. I followed up on January 27th and was told it would be “shipping shortly.” After reaching out again on February 10th, I received yet another generic 2–4 week delay. At that point, I called out the repeated copy-and-paste responses and was told my case would be escalated to the Sales Department so 'they can arrange to have it shipped'. I have yet to hear from anyone there, and it's now almost April. After more than three months of delays, vague timelines, and no meaningful follow-up, it’s hard not to question whether the “free cold plunge” promotion was ever intended to be fulfilled. Based on my experience, I cannot recommend this company. Communication has been consistently poor, timelines have not been honored, and commitments have not been followed through—if the product ships at all.
Response from BurneekMar 25, 2026
We’re sorry to read this and understand how frustrating this situation must feel. We’re glad your sauna was delivered, but we recognize the delay and lack of clarity around your cold plunge is not the experience we aim to provide. The cold plunge associated with your order has not been disregarded and is still pending fulfillment. We understand how repeated timelines can be frustrating, and your feedback regarding communication is taken seriously. Our goal remains to ensure your order is completed properly. Please email [email protected] and mention Trustpilot so we can review your case and prioritize the shipment. – Burneek