Consumer
Complete Let Down
Our sauna hasn’t worked properly from Day One. And the warranty doesn’t include a technician coming to your home to fix anything or troubleshoot. We hired the gentleman referred to us by Jeremiah at SUNLIGHTEN to put it together in our home (note: they do not put the sauna together for you - SUNLIGHTEN only has someone drop it in your garage and no further, and they expect you to put it together with a “how-to” video - which is sort of shocking given it’s a $10,000 machine, in our case). I’ve tried to reach out to Jeremiah who sold us the sauna, and he has decided not to respond to our efforts to reach out about remediating our non-working sauna he so happily sold us. The customer care team will reach out, but only to send you “how-to” steps on dismantling the heater panels and the wires, doing all sorts of tests, only to report back with more emails (one warning, “be careful not to burn yourself”). Our sauna now won’t even heat up past 80 degrees without immediately shutting down, and it hasn’t reached its full temperature for a full sauna session since it was put together in our gym. It’s maddening when all you want to do is relax and enjoy. We had so many good expectations for this sauna experience. We waited so long to pull the trigger on this for our health and well-being, and finally had the space and means to purchase, and now we can’t use it, and have no one to help solve the problem. We are extremely disappointed and saddened by the whole experience, and actually still have no resolve to the issue, it’s just sitting in our basement and they refuse to come to our property to help, which is why I wanted to write this review to warn others about what to expect.
Response from Sunlighten, Inc.Nov 21, 2024
Thank you for taking the time to write this review. We’re deeply sorry to hear about your experience and our Customer Care team is aware of your situation and is actively attempting to connect with you to help resolve these issues. We want to assist you in every way possible, whether through troubleshooting or exploring other solutions to get your sauna working properly. Please know that your feedback is invaluable to us and will be shared with our team as we review and improve our processes. We’re committed to finding a resolution and appreciate your patience and understanding. 🌞