Sunlighten, Inc.Reviews of sunlighten.com

We purchased a new mPulse sauna in January 2024, and have now spent two months trying to get it to work. Despite swapping out parts and countless hours trouble-shooting, the sauna has never worked. The software is poorly designed and very buggy. Customer service is horrendous. No one answers the phone, and the online system for submitting a service request goes nowhere. They refuse to schedule a time to call you back, unless trying to sell you something. I would not expect them to be in business for long.

Go with another vendor. These guys don’t stand by their units. After only a few weeks of using the sauna, we had a failure code. I had a service rep tell me my units serial number was part of a batch of units that had an issue with power box failures. He then proceeded to tell me they wouldn’t cover the part because my new in box sauna came from another vendor and not from them. So they admitted my sauna was likely affected by these bad power boxes (their fault) then fell back on semantics to slip covering a faulty product. There’s policy, and then there is the right thing to do. The service reps chose to avoid doing the right thing. Says a lot about the character of a company. Update: notice in their response they use the standard “let me empathize and demonstrate I hear your complaint and seem like I want to remedy the situation”, but then go on to repeat exactly what they told me that I bought the sauna “secondhand”. It was unopened and in box when I got it. It was new when it was purchased, never opened, never used, then shipped to me. The only difference is I didn’t buy from them direct. All else is equal. Notice they also didn’t address the fact that their service rep clearly acknowledged that they had a run of saunas that had bad power boxes that needed to be replaced. So to recap: they knew these power boxes were a problem, they had replaced them for others who had new saunas, but rather than say “we hear you and it stinks that you’re going through this because of our faulty equipment so let’s make it right”, they are falling back on “oh well, we built a faulty product but TECHNICALLY we don’t owe you anything because you got your new sauna from a different vendor”. As I said, they don’t stand by their product. Buyer beware. Second update: pulled the power box out and the VGA port and cable were completely corroded. So bad in fact that the pins from the VGA cable had sheered off inside the port. This from a new unit that was only used maybe 15 times. Sunlighten quality is sub par where it counts and they simply don’t stand by their products. If I can post pictures I will.

Customer service is terrible- rivals Comcast and AT&T. Cannot get through on phone or submit a written request. Be cautious about buying this product because you get no support after the sale.

Purchased Sunlighten sauna 2 years ago and it has been broken and waiting for parts longer than it has run properly

We have been using a Sunlighten Sauna for a couple years now through a wellness center. We were excited to finally make the leap and purchase a 2-person Mpulse. I will say that sales team is great to work with in the beginning but once the purchase was made everyone goes silent. We got a notification that our sauna was ready to ship, over a month later we were trying to figure out where the sauna was. We had to drive the process to get our sauna no one was being proactive to communicate with us. Once we finally got the sauna and figured out how to assemble it we started using it. I will say it takes an hour to heat to 115 degrees which is a bit disappointing and never reaches the full temp of 167 degrees. The highest we gotten it to is 155 degrees. The tablet gets extremely hot and you can’t touch it. We noticed that it now has a crack on the inside of the screen probably due to the extreme heat it puts out. The usb port also stopped working. I’m assuming from the extreme heat as well. I’ve been trying to work with Customer service to get this resolved, they ask for pictures which I send them then I get a new rep that sends a new email asking for pics. It’s like they don’t talk to each other or they are trying to delay fixing the issue. I’ve showed them cracks and showed them the usb port is not working when a phone is plugged in but yet nothing is being done. When you call into customer service the wait time is always long or you get hung up on. You spend a lot of money on a product that should be of high quality and this is how they treat you. Very disappointing. Especially since we were big fans of the product prior to our own purchase. **Edit*** while I appreciate Sunlighten’s standard response below you’ve still failed to correct the issue. On 2/22/24 you sent an email informing us that you reviewed the photos and from the photos you determined it was a scratch not affecting the screens function. A scratch that somehow formed inside the screen after the unit had been assembled.

This purchase has created nothing but stress in my life continuously. 1.it works differently everytime. Not consistent in temperature. When I first got my sauna it would go to 165, then 135, now 126. Had heater panels replaced and still having issues. The remote broke after a month, tablet has malfunctioned on several occasions. Sometimes I turn it on and come back later and it has kicked off. Once I made my purchase I felt like I had to beg to get questions answered. They only will talk on the phone during business hours which is the hours I work as well. Told me I can’t return it unless I have all of the original packaging. I have the sauna as a service at my spa but it’s always not working right. So it’s been a stressor since the day I purchased it. It doesn’t work more often than it works. I would love all of my money back so I can go buy another one. Save yourself the stress and buy another brand.

This is an edit to a previous 5 star review I had written. We purchased our Sunlighten mPulse about 7 weeks ago and the purchasing process was super easy. Our sauna arrived within three weeks. Unfortunately, once it arrived, we realized the set up instructions were lacking greatly. There was no manual enclosed on how to actually start up and or operate the sauna. There are a few online instructions but mo way to answer specific questions. The concerns we have is our sauna will not go past 136° no matter how long we run it for. We also have no way of knowing how to turn on the overhead lights, or how to turn on the mid and far infrared waves. I have tried calling Sunlighten daily for the last 10 days with no one’s answering the phone and no callback as I leave my phone number. The website consistently states that no one is available when you open up the chat box to chat with a live agent. I even went back to my original sales person Jeremiah, who iwaa great when I was going to purchase it, but has been non-communicative after the transaction when I’ve had specific questions. The sauna seems well-made, but I have no idea how to use it properly. Not sure what my resources but I’m definitely going to be filing a complaint with my credit card company and the Better Business Bureau.

Lack of transparency in pricing. Initial red flag should be that they do not list pricing on their website. Sales people are terrible. One claimed they held a patent on a specific wavelength of infrared. Those wavelengths are naturally occurring, thus, they do not. They hold a patent on a product that also creates that wavelength of IR. Further, when I said I would like to do my own research, I received comments such as "if you support child labor in China, go with our competition" and "I'll save you the trouble" followed by pressure based sales techniques. I've gone from fairly certain I'd buy their product to certain they would be awful to work with.