Heather M.
I am providing this feedback following…
I am providing this feedback following the replacement of my sauna. While I have the new unit, I want to be very clear: the experience I had with your company was horrific. 1. Product Safety Failure My original unit caught on fire. This wasn't a cosmetic defect or a missing bolt; it was a catastrophic failure that endangered my home and my life. I expected this to be handled with the highest level of urgency and "white-glove" service. Instead, it was the opposite. 2. Lack of Empathy and Urgency Throughout the process, your customer service team was dismissive and unresponsive. I felt like I was being treated as an inconvenience rather than a customer whose safety had been compromised by your product. There was no sense of accountability or genuine concern for the trauma a fire causes. 3. Operational Friction Even though a replacement was eventually provided, the process was needlessly difficult. I shouldn't have to fight a company to replace a product that literally self-combusted. The lack of proactive communication meant I was the one doing all the legwork during an already stressful time. Conclusion A replacement unit is the bare minimum requirement for a fire-related defect. What was missing was professionalism and basic human empathy. Based on this experience, I cannot currently recommend your brand to others, as your post-purchase support is fundamentally broken. I hope you use this feedback to overhaul how you handle critical safety incidents in the future.
Response from Sunlighten, Inc.Mar 3, 2026
Thank you for sharing your experience with us, Heather. We are deeply sorry for the distress caused by this situation. Safety is our top priority, and we know we did not meet the standards you or we expect from our team during the resolution process. Please know that our leadership team is aware and actively working to ensure a proper resolution. While we cannot undo the challenges you experienced, your feedback is helping us take steps to improve our response and support for all customers. Thank you again for bringing this to our attention and allowing us the opportunity to make things right.