SuntanningstoreReviews of suntanningstore.com

Response from SuntanningstoreAug 19, 2024

Dear Ellie. I apologize for your frustration and the situation in choosing the wrong spray head for your spray tanning turbine. We always encourage customers to ask questions if they are not sure what part or product to order and if we make a mistake in directing them we will provide returns or exchanges without any fee. When a customer does make a mistake and orders the wrong product and would like to exchange we may need to deduct the shipping costs on the order from the refund. Some of the professional parts you see on our site also ship direct to buyers from the manufacturers and they many charge a restocking fee to return an item. If a customer buys a product of the type you did and and decides to make an exchange with us for the correct product we will pay the manufacturer restocking fee ourself and you will not be charged that as we explained in our emails to you. However, if a customer does not want to exchange and only wishes to return the product to the factory for a refund (as you did in this case) the manufacturer may charge a restocking fee and the shipping costs will be deducted from the return. If you had exchanged the product for the correct item you would have received free shipping to send you the correct product and you would only have paid for the actual shipping costs on the incorrect order as we would have paid the restocking fee. I am very sorry for the situation and poor experience..

Response from SuntanningstoreAug 16, 2024

Dear Sheila, we apologize for the situation and your frustration with your May order of the ESB Tanning Bed. All ESB tanning beds and booths are made to order and shipped direct to buyers from the ESB factory and this is handled the same by all sellers. At the time of your order the ESB factory was asking sellers to expect shipments in approximately 6 weeks after order placement. However, in early June ESB moved out of their old factory and into a new facility (all departments including manufacturing, inventory warehousing, shipping etc.). This full physical relocation of their entire business was more complicated than expected and the resumption of business took longer than estimated. There were certain hard to predict variables involved in the move that made it hard for the ESB factory to make good shipping estimates on specific orders. However, The ESB factory is now fully back up and running and working hard to get caught up on their shipping queue. The tanning bed on your order shipped from the new ESB factory on 7/24 and after it was received you reported sone of the lamps were not working. After you reported the issue to us we immediately contacted the service and warrant group at the factory and asked that they correct the issue. At this time the factory is working to schedule a local technician to make the repairs under the manufacturer warranty and we expect the bed to be operating perfectly very soon. I again sincerely apologize for this situation and poor customer experience.

Response from SuntanningstoreJul 1, 2024

We are always disappointed to see a customer unhappy for any reason. In this case we worked to try and resolve an issue our customer experienced with the freight company Southeastern Freight www.sefl.com in delivering a tanning canopy order in a positive way and we are sharing those details below so readers have full context on what occurred. Mr. Owens ordered a Tanning Canopy from us on May 30th and it was shipped to him by the manufacturer with their carrier Southeastern Freight www.sefl.com and a delivery attempt was made on June 11th. The delivery address is on a small narrow dead end road with full tree cover in some locations as shown in Google Maps. It would be helpful for readers to see this address to appreciate the challenge of a full sized 18 wheel freight truck accessing and exiting the location but we cannot provide the exact location to maintain privacy. Our shipping policy as well as those of all other sellers of tanning equipment shipped by freight requires an address be accessible to a full sized 18 wheel truck and if it is not deemed accessible then the delivery may be done in an alternative location. However, in most cases a freight shipping company may also be able to use a small box truck to access some locations rather than asking a customer to meet the full sized truck at an alternative location. Also, freight deliveries are made with curbside delivery which means the delivery truck gets as close as possible to the address on the public street and delivers the shipment curbside. For this delivery, the freight company assessed the address and did not feel a full sized 18 wheel truck could access and exit the road so rather than delivering the shipment to an alternative street they tried delivery in a small box truck. With this small truck the driver was able to reach the front of the customer's address but the 85 lb. canopy needed to be taken off off the back of the truck. The driver and also the customer told us he refused to remove the canopy from the back of the box truck and rejected the delivery. We tried communicating with Mr. Owens and the freight company to find a resolution between the two but in our last communications with the customer on June 10th he felt the shipping company should have the staff to bring the shipment to his door and if not then into his driveway and if not he would contact his credit fard company to submit a chargeback. On June 11th, we received an email from the customer stating he had spoke to the freight company and agreed to let them try another delivery on Friday June 14th with the small truck and would help off load the canopy. On June 14th we were notified by the customer he had accepted the delivery but later discovered some lamps inside were dislodged and he could not reset them. We immediately notified the factory and they began work to resolve. The factory spoke to the customer and offered to either have a technician come repair the canopy or to send him a brand new replacement canopy free of charge. However, the factory told us the customer refused both options so we have forwarded him the details to have the canopy shipped back to the factory and returned. This situation is unfortunate and demonstrates the value in reviewing shipping processes before placing orders as well as email notices that you receive from sellers. We have these details regarding freight shipments posted on our website and also send 2 supplemental emails to buyers that include details on delivery requirements and what to expect. We do this to avoid customer surprise and frustration with freight shipments but unfortunately not every customers reviews the information on the website or in the email communications we provide. If anyone reading this review has any question whatsoever about freight shipments and how they work please reach out to ask as we have successfully helped customers navigate many thousands of different freight shipments and deliveries over the last 10 years.

Response from SuntanningstoreAug 23, 2024

Hello Paul. It was our pleasure to assist you with your new tanning lamps. We are happy to hear you are pleased with the service and experience. If we can ever be of assistance again we hope you will reach out. Thank you again for your business and taking the time to submit a review.

Response from SuntanningstoreAug 23, 2024

Hello Kristy. Thank you for taking the time to submit a review. It's great to hear you were pleased with the quick shipment and all your tanning lamps arrived in great condition. Thank you again for your business and happy tanning!