PlungeReviews of plunge.com

Response from PlungeJul 3, 2025

Joseph, We're really sorry to hear how disappointing your experience has been — especially after investing so much into your Plunge setup. That’s not the experience we want for any customer, and we take your feedback seriously. We understand how frustrating it must feel to have a warranty claim denied, particularly when you're trying to follow the right guidance. To clarify, we recommend using only Plunge-brand filters, which are designed to create a proper seal. Filters that don’t fit securely can allow particles to pass through, potentially causing damage to internal components like the chiller and compressor. That said, we let you know we’d be more than happy to revisit the claim if there’s any documentation showing that someone from our team directed you to purchase a non-Plunge filter. We never want a miscommunication to be the reason a customer feels unsupported. We also recognize your broader frustration with our customer service interactions, and we hear you. We're always working to improve the way we communicate, troubleshoot, and care for our customers, especially those who have made long-term investments with us. We truly appreciate you being part of the Plunge community, and we're here if you're open to continuing the conversation. – The Plunge Team

Response from PlungeJul 3, 2025

Marco, We really appreciate you taking the time to share your experience, and we’re genuinely sorry for the disruption this caused — especially knowing it impacted your business and member experience. That’s something we take seriously, and it’s far from the level of support we aim to provide. We understand how frustrating it must have been trying to troubleshoot an issue with a premium product and feeling like the answers weren’t helpful or timely enough. Looking back through the communication, we can see there were some gaps on both sides, including a few periods where we didn’t hear back for several days and that may have added to the delays and confusion around resolving the issue. When you replaced the first heating element, our team recommended replacing all five to ensure balanced performance and avoid future problems. We totally understand that decision can be a big one, and it’s up to each customer to move forward in the way that feels right for their setup as these parts are not covered under warranty. Regarding the specific part that was out of stock, the delay was due to a manufacturing issue with HUUM, the supplier of the sauna heating elements. Unfortunately, this was something outside of our control at the time. That said, we’ve since resolved the issue and now have those parts in stock for quicker future replacements. We’re continuing to refine both our service processes and communication, especially for business customers who rely on our products in commercial spaces. Your feedback plays a big role in helping us do that, and we truly appreciate it. – The Plunge Team

Response from PlungeJul 3, 2025

Moe, Thank you for sharing your experience. We completely understand how disruptive equipment issues can be, especially in a professional setting where clients and operations depend on consistency. Downtime is never ideal, and we take that impact seriously. Looking at your account, it appears you’ve had a couple of problems over the past few years and one of those was resolved with the recommended water pump cleaning. We recognize how frustrating even those few disruptions can be when you're running a business. That said, based on the current situation, your Plunge does not need to be replaced. It looks like the issue can be resolved with a new pump transformer, a part that’s simple to replace and should have your unit running smoothly again. We appreciate you bringing these concerns to light, and we’re here to support you with next steps and solutions to get things back on track. – The Plunge Team

Response from PlungeJul 3, 2025

Meghan, Thank you for sharing your experience — we completely understand how frustrating this has been, and we agree that no one should have to wait this long to get their Plunge back up and running. We recognize that your initial repair request took too long to move forward. Because your unit was outside the one-year manufacturer warranty, the claim needed to be submitted through our extended warranty partner. That process shouldn’t take as long as it did, and we’ve been actively working with them to improve response times for situations like yours. We also want to acknowledge how unacceptable it is to receive a replacement part multiple times — only to have it arrive damaged each time. We know this led to far more downtime than anyone should experience, and we’re currently reassessing how this specific part is packaged and shipped to help prevent future damage in transit. As for the repair technicians arriving outside the promised windows, that’s not the standard we hold ourselves to. We’re working with our service partner to improve technician consistency and scheduling accuracy. We know this was not the experience you expected when investing in your Plunge, especially after designing a space around it. We truly appreciate your patience through a very frustrating process, and your feedback is helping drive improvements across the board. – The Plunge Team

Response from PlungeJun 2, 2025

Hi Nancy, We really appreciate you taking the time to share your experience, and we're sorry to hear that you've run into multiple issues with your Plunge. We know how frustrating that can be, especially when you’re just trying to stay consistent with your routine. While occasional part failures can happen, as with any system that runs 24/7, it’s definitely not the experience we aim to deliver. We also want to clarify that our products are not manufactured in Dubai, and we don’t have any production partners there. That said, we’re grateful you reached out when things went wrong, and we’re glad we were able to cover your repairs under the warranty. We stand behind our product and are committed to making things right when issues come up. If anything else ever comes up, we’re here to help however we can. – The Plunge Team

Response from PlungeJun 2, 2025

Hi Jessy, Thank you for taking the time to share such a detailed review. We’re truly sorry that your experience with Plunge didn’t go as expected. You’re absolutely right to expect more, and we completely understand how frustrating it must have been to receive a leaking unit, especially after the delivery was not handled properly. The All-In includes in-home delivery, and had we been made aware at the time, we would have immediately worked with our delivery partner to resolve that issue. When a unit arrives not functioning properly, it’s our priority to make it right under our warranty. In this case, that meant scheduling a technician to complete the repair and also offering a $500 refund due to the marks on the chiller. We’re sorry that the repair didn’t hold, as it's uncommon for repairs to be unsuccessful. While our return policy does require customers to cover shipping and a restocking fee when choosing to return a product that is repairable, we made an exception by waiving the restocking fee given the poor experience and initial issues on arrival. We know this wasn’t the experience you were hoping for, and we sincerely apologize for the stress and inconvenience it caused. We’re grateful you gave Plunge a try, and while this didn’t turn out as planned, we do appreciate your feedback. It helps us improve both our service and communication going forward. – The Plunge Team

Response from PlungeJun 2, 2025

Hi Trae, Thank you for sharing your experience. We’re really sorry for the frustration this caused. When problems like this come up, our team does require photos and videos as part of the remote troubleshooting process. We know it can feel repetitive, but this documentation is essential, not just for diagnosing the issue quickly and accurately, but also to process any necessary warranty replacements. It helps us ensure we're providing the right solution as efficiently as possible. We’re glad we were ultimately able to get your chiller replaced and get you back to plunging. Our goal is to support our customers and stand behind our product when things don’t go as planned. Thanks again for your patience and for being part of the Plunge community. – The Plunge Team