Dan K.
Serious Issues With Misrepresentation, Delays, and Damaged Delivery
I had a very poor experience with this company from start to finish. I placed a large, high-value order in July after being told by their sales representative that the sauna heater I was purchasing would support WiFi functionality when paired with the WiFi module I paid extra for. This was a key reason I chose this company. After delivery, the heater manufacturer confirmed that the heater I was sent does not support WiFi, meaning the product was misrepresented at the time of sale. The delays were excessive. I was originally told production and shipping would take roughly 20–25 days each. Instead, delivery stretched into multiple months, with repeated promises, missed timelines, and vague updates. I had to constantly chase them for basic information. When the sauna finally arrived, it came with crate damage, which caused damage to the unit itself. I documented this immediately with photos and video and sent it to the company. Repairs were not simple, and I had to pay installers additional labor costs due to the condition it arrived in. On top of that, critical components were missing, including sauna stones. I was forced to purchase replacements myself just to make the heater usable. At this point, I have dealt with: Incorrect equipment Missing paid-for components Excessive delays Shipping damage Additional out-of-pocket installation and repair costs Customer service responses were slow and often avoided directly addressing the core problems. After months of trying to resolve this reasonably, I had no choice but to escalate the matter through my payment provider. If you’re considering purchasing from this company, especially for a high-ticket item, I strongly recommend proceeding with extreme caution. Get everything in writing, verify compatibility directly with the manufacturer, and be prepared for delays and follow-up issues.
Response from saunaDec 22, 2025
Dear Customer, Thank you for taking the time to share your order experience. We highly value every customer's feedback and have carefully reviewed all the issues you mentioned. We sincerely apologize for any inconvenience and trouble this shopping experience may have caused you. Here, we would like to provide necessary explanations and clarifications regarding some of the key issues you raised: Regarding the WiFi functionality issue, after repeated verification with the manufacturer, we confirmed that the problem in this order stemmed primarily from an error in the customer's payment link, resulting in the received device not having the expected WiFi functionality. This was not due to false advertising of the product itself, but rather an error in model matching. Upon discovering the problem, we immediately contacted you and actively negotiated solutions, including arranging for the shipment of a compliant sauna unit. Regarding delivery and after-sales service, as this product is a customized and cross-border shipped item, it was indeed affected by multiple uncontrollable factors, resulting in the overall delivery time exceeding the initial expectation. We deeply regret this. Regarding the transportation damage and missing parts upon arrival, we have been in communication with you to discuss specific solutions and how to promptly resend the relevant parts and arrange for replacement. It is important to note that we were still in continuous communication with you and negotiating the replacement of the new sauna unit and subsequent shipping arrangements before you posted your public review. We are very disappointed to receive a negative review while the issue was still being resolved, but we still respect your right to express your personal experience. We are always committed to providing solutions for our customers, not avoiding problems. Currently, we are still willing to continue working with you to resolve the issue and do our best to minimize your losses. If you wish, please feel free to contact us directly at any time, and we will arrange for a dedicated person to continue following up on this matter. We sincerely hope to regain your understanding and trust after the problem is resolved. Sincerely, SaunasNet Customer Service Team