SalusHEATReviews of salusheat.com

Terrible experience. I ordered the Maxwell-901BH 1 Person Ultra-Low EMF Far Infrared Sauna on a Black Friday online sale. When I received it, there was wood splitting off the casing of several heating elements,and one of the frames was cracked apart along the top side. These defects were clearly the result of poor workmanship. Trying to get help by phone was nearly impossible, and took several days. Their website says to call Kate during US business hours, and after hours, to call Frankie. Kate never answers the phone, and then the line disconnects, no way to leave a message. So much for troubleshooting in real time with the product warranty I purchased. I had to resort to email to communicate with Kate at all. In her emails, Kate took no responsibility for the broken pieces, blamed the shipper, and then said she wants to send me new parts. I refused, then she said I should send the whole thing back, and then she’ll ship me a new unit, once received. After all the emails back and forth, I tried to call Kate again, no luck. I called after hours, and Frankie answered the phone by saying “Hello.” That’s it, like am I calling a real company? I suspect this is Frankie’s cell phone, and he has other jobs elsewhere. When I explained to Frankie that I wanted to talk to Kate, and why can’t I get her on the phone, he told me, “Kate doesn’t speak English.” I was just astounded. At that point, I demanded a full refund. Through many emails back and forth with Luna and Kate, at first I was told it was up to another team to determine if this could be done. They wanted to examine my return to see if it “qualifies” for a refund or a replacement. By that time, I was done with them and said that I had lost trust in them as a company and could not move forward with a replacement. After days of back and forth, they finally agreed to a full refund. I had to pay a handyman out of pocket to properly repack the many boxes and send them back. Their entire support staff is overseas, which can be doable. You can find highly skilled, competent professionals if you are willing to pay them a generous living wage. It is inexcusable that a US based company has a customer service phone rep, working US business hours, who doesn’t answer the phone, and doesn’t speak English. I did some research after my bad experience. Multiple reviewers on multiple sites also complain about damaged products and bad service. Every response from Salus to these negative reviews is the same. They are sorry, and intend to do better. They have promised to replace problematic staff, and yet, their current service team is still incompetent. 3 months after my debacle with Salus Heat, I see Kate is still running the daytime service hours. As predicted, their response to my review is to blame the shippers for their inferior product, and make more excuses for their incompetent customer service team. The products are sub-standard. My sauna was not damaged by shipping, the container was beautifully packed and protected. They are maximizing their profit margins by producing a cheap product, using various drop shippers they can blame when anything goes wrong, and having low-level, likely underpaid overseas staff. If you buy from Salus, do so at your own risk.

There’s literally nobody to call or is calling you when you ask. Bought an infrared sauna including red light therapy. The light never arrived for three months. It’s shipped since January 9th but not to me. Tracking isn’t working at all! Never again! It’s sad that you only reacted after a negative review!!!! every email you sent you don’t even know my name! You name me by the city I live in.

I ordered a sauna in early July. It arrived in late August, long past the typical 2-week delivery. I was frustrated because I tracked it with Salus and at one point the delivery order was cancelled. I paid $2600. No reason why. My credit card, however, was charged. I protested. They responded. Still charged. Then the package that finally arrived, long past due, had a small broken part. A tiny (2 inch) piece of hardware that can be replaced, but was essential to it joining sides. I texted them. They said, yeah, sorry, we'll get this to you. And after aborted UPS tracking tries, three tries, three weeks, one in which they said they 2-day air it to me, has now sent back. Again. With no explanation. I'd love for you to see the email conversation with Jeffrey, Kate, and Luna passing the ball, answering emails like an AI bot, not fixing a simple request for a critical part that could be shipped next day in an envelope. Do not order a sauna or a teacup from Salus HEAT.

I would seriously avoid these guys ! One of there employees just scammed me for 2k , took my payment threw there official website Email and didn’t send me my sauna !! The manager even admitted that there employee was deleting all the emails for weeks into the junk folder and still refused to send me my sauna or refund back after given him all the proof in black and white ! I’ve been told that this certain employee has done it before as well by reading online Salus heat is just drop shipping these saunas as the corrupt owner is based in USA and these are made in the Philippines . If something goes wrong good luck trying to get it fixed . There no record of there business legitimately training online it’s all dodgy . Just buy a reputable brand like sunlighten of clear light yes it’s abit more but you won’t have the risk of either not getting a sauna or chucking it away because the warranty is as good as mc Donald’s toy , you have been warned ,,, buy cheap buy twice !! If you search on YouTube Matt Justice ( certified saunas ) Search for salus heat scammers he’s done a big video exposing them Don’t take the risk

I've placed order with SalusHEAT on march 18, 2024. Today is April 26, 2024 and I still did not get my sauna which I ordered with $299 white glove shipping. They supposed to ship it on April 3rd. After a week tracking did not change. Salusheat informed that my sauna was lost and they shipped a new one. The new one never reached me. Customer support was not helpful and there were many mistakes with my order. Address to deliver was wrong, the name for order was wrong. Salusheat blamed logistics partner, their logistic partner blamed SalusHEAT. I wasted so much time calling both and figuring where my order was, that I am completely frustrated and tired. When I requested to cancel my order and refund me money - SalusHEAT went absent claiming I received my delivery. what?! joke company.