Polar Dive USAReviews of polardiveusa.com

I'm giving a four star rating for the service I received today, not bc I think that polar dive has great customer service. Ever since I purchased my cold plunge from them, I've had the worst customer service and I wished I never purchased from them. But today after Ava, their AI support, has been trying to help me since yesterday and partly this morning , a gentleman named Tyrell Adams gave me a call and he provided me with step by step instructions to remedy my problem. It only took about 5 minutes to fix the chiller! Thanks to Tyrell!! My issue with polar dive's customer service is they knew I've been having a problems with my chiller bc they sent me an email saying someone from customer service named Celia was going to give me a call. I didn't hold my breath for that one bc I knew they weren't going to call me back. Even after spending so much time with AVA, she transferred me to their voicemail and I left a message and no call back. It just feels like they do not want to deal with frustrated customers bc they have a shitty chiller that craps out on you often enough. I always get help from Ava who is actually more helpful than the people that work there, minus Tyrell of course. Imagine they rather put customers through a frustrating experience and making them wait for a day and half to only fix an issue that actually was resolved in 5 minutes.

Firstly, the Polar Max is my favorite part of my health regimine! It works wonderfully and I'm excited to use it every other day. It's a great value and very sturdy. The only downside is the lack of detailed instructions for novices. The video is more marketing than anything, and the instructions provided inside the box are very vague. Plus ours came with the wrong fittings, which was very confusing. But June and Love in Customer Service were so responsive even on the weekend and are sending us the proper fittings with no delay. I really appreciate you, Polar Dive USA!

We had some difficulty with the initial setup of our Polar Dive cold plunge and Pro Chiller. The setup videos were helpful visually, but we felt they could have been a little more thorough and detailed, especially for troubleshooting some of the issues we ran into. I probably would have given a lower rating based on the setup experience alone, but the customer service really made a difference. I called and left a voicemail, and we received a call back within 1–2 hours. Tyrell was extremely helpful, patient, and understanding. He walked us through troubleshooting, answered our questions, and offered helpful tips and alternatives to get everything sorted. It was honestly the customer service and willingness to help that restored our confidence in the company. We really appreciated Tyrell's help and are looking forward to getting more use out of our cold plunge!

Great customer service, products are accessible, the original polar dive tub and the pro chiller are amazing. I would recommend adding in the polar dive app or the pro chiller a feature that tells you when the filter needs to be changed. I believe this will have better data on how long chillers last, and this can also extend the life of the chiller as well. The product is worth the overall cost and would recommend it to anyone who is looking for doing an ice bath as a beginner.

Review Update: After writing the review below, the COO, Max, called me personally. He apologized and said he wanted to make things right. I am happy to report they shipped me a whole new unit (excluding the chiller) which had the lid I needed! I understand mistakes and screw ups happen. The best you can hope for from any person or company that does this is a sincere apology and making it right. It took a long time, but they have done that now. My advice too all of you out there is that you should go straight to review writing if you don't get proper customer service after 30-60 days. I commend the COO for stepping up to the plate. Original review: Horrible experience. I have been waiting for 6 months for a replacement part. Yes, six months. I ordered the large unit for my wife as a Christmas gift. It worked fine, but a few weeks after setting it up, a storm came through. There were strong winds but nothing crazy. The buckles that are supposed to hold the lid on came off in the wind and it was damaged. It doesn't hold air. They agreed to send me a new lid in January 2026. Despite numerous emails that don't give any substantive updates, we are still without a lid and can't use it.

UPDATE: 6/15/2028. Was emailed by Max from Polar Plunge to see how to make things right. I called him and he listened as I voiced all my concerns about product, logistics and quality etc. Making amends I was sent a thermometer and inflatable stairs. Still waiting on filters to arrive, however was provided tracking. The chiller has a energy saver enabled so if it is within 3 degree's it stays there, that was my issue with the chiller. I moved it to 40 and it got to 43 degree's for any others seeing issues. Updated from 1 star to a 4 now that they worked with me to make things right. Alright, where to begin. I spent 1000 and bought a Pro and pro chiller. It came with a promotional Mat, cleaning supplies, 2 year warranty and shipping protection. I received the cold plunge and chiller in about a month. Fair. The mat and cleaning supplies arrived 14 weeks later. They weren't in production, but they offered it up as it was already a done deal. Customer service helped me through this, but still poor management behind it all and production/logistics. Then I order filters as it states "change monthly" per there app. We're now at week 6 and I still don't have filters. Over promise and under produce. I'm worried my 2 year warranty will be bad next considering it can hardly keep the water below 61 degrees and that's running it 24/7. It's in a climate controlled garage at not getting direct sunlight. I feel like for the price this is a poorly manufactured product and would tell someone to spend there hard earned money elsewhere. If you don't have a product, don't say you do. It's mis leading and making you look like you oversold and unproduced.

The tub itself isn’t really any different from other brands, but the chiller has worked great! We wouldn’t have been able to afford any other brand so very thankful for a cost efficient option to still get cold plunge benefits!

Purchased their Pro Chiller with standard tub. Initial reaction after set-up was that it works great. However, began to have issues after subscribing to their Pro Chiller Filters. The first delivery did not arrive until a month after subscription. When it finally arrived, I began to notice that when replacing the water, the filter socket was trapped with air and water was unable to circulate. The customer service was kind, but ultimately was not helpful. They offered a free pump to help out with this issue. The item did not deliver until 2-3 weeks after the conversation; on top of that, the plastic pieces of the pump were completely broken and unusable. In my case, the air in the filter socket is still an issue. Currently I am doing some DIY approaches to partially fix this issue. Edit: The COO resolved issues regarding a delay in the Pro Chiller Filters and resent a working pump. the pump still did not solve the air issue, but all other delivery issues have been resolved.