Hannah Faith G.
Faulty Product & Zero Buyer Protection
Faulty Product & Zero Buyer Protection DO NOT DO NOT DO NOT BUY. I purchased a sauna through Sun Home Saunas and received a Signature 1 sauna from Sunlighten, which was not the product I originally paid for. From the moment it arrived, it was damaged and completely inoperable. Despite dozens of emails and calls, the company refused to take responsibility. Customer service is a nightmare! You’ll sit on hold for at least 30 minutes before an automated system offers a callback, which, in my case, didn’t come for two to three days each time. I called over a dozen times within days of installation, even hired an electrician to ensure the outlet and assembly were correct. The sauna never worked, and it still doesn’t. Sun Homes and Sunlighten repeatedly passed me between different agents, offering no real resolution. Only after I escalated the issue did they even attempt troubleshooting. By that time, the sauna had been sitting useless in my garage since November, and they still refused to address the damage or offer meaningful support. To make matters worse, when someone finally reached out, they told me I was "lucky" they were sending a technician because they "don’t typically do service calls for unpaid products." This was completely inappropriate, considering I financed the purchase through a program they offer. If you understand financing, you know the merchant gets paid upfront while the consumer pays over time. It felt like they were shaming me for using a credit service and that I hadn't paid for support because I didn't pay in full. Buyers have zero protection if there is a manufacturing defect, as they do not allow returns. These saunas are overhyped, cheaply made, and not worth the price. Save yourself the frustration. So, go elsewhere, like Amazon, where at least you’ll have a warranty and real buyer protection. These companies outsource to other countries with similar product patents, see who can make it cheaper and then slap different names on it (Sunlighten and Sun Homes). What an absolute waste of money!