SuntanningstoreReviews of suntanningstore.com

Response from SuntanningstoreSep 26, 2024

Dear Shelly. We apologize for the damage that you discovered after accepting the delivery and the issue with the lamps. The bed shipped direct to you from the Solar Storm factory and they have told us they are in contact with you and coordinating to correct the issues under the manufacturer warranty. We apologize again for the inconvenience the has caused.

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 SuntanningstoreSep 20, 2023

Dear Kerry, I am sorry you were frustrated by the situation. We worked to explain the factory was experiencing an unexpected delay in receiving a critical parts shipment from Europe need to complete your ESB Oasis 36 booth that extended the completion time at the ESB factory. There are also times during the top of the tanning season (March through June) when volumes can spike 10x above baseline and it may take a few days to obtain the manufacturing status of a specific bed or booth inside the factory. We do understand it can be frustrating to wait for status updates sometimes during this period and we do apologize. I carefully reviewed the records and see on June 1st Amanda sent you an email updating you on the full situation inside the ESB factory and explained that they expected your booth would ship between June 2nd and 9th and you replied to her that same day. You booth then did ship from the factory with SAIA on June 7th and was subsequently delivered. I also see that after you accepted the delivery you emailed us to reported you found the shipping company had scratched the center panel of your booth but you had missed that during your inspection before signing. I see that we immediately asked the factory to order you a complimentary replacement skin for that panel on June 20th. We were happy we could help you with that replacement part and hope you are now enjoying your new tanning booth. We do appreciate you sharing your feedback here and apologize again for any misunderstanding and your frustration.

Response from SuntanningstoreSep 20, 2023

Dear Shannon, I am sorry you were frustrated by the situation during the high point of the buying season when volumes experience a significant spike. Our phone number is (321) 392-4786 and see that we communicated with you numerous times on both online chat and also email updating you on the status and explaining the factory was experiencing a delay in receiving a parts shipment from Europe need to complete your ESB Oasis 36 tanning booth that extended their completion time at the factory. There are times during the top of the tanning season (March through June) when volumes can spike to over 10x baseline and it may take longer than normal to obtain updates from inside the factory and we appreciate it can be frustrating to wait during this period. I see your ESB Oasis 36 Booth was shipped by the ESB factory on June 6th and subsequently arrived but you reported that SAIA had damaged the center panel and you rejected that box (which was indeed the correct action to take). I see that we then worked with you to have ESB ship you a new replacement center panel at no charge to correct the situation and complete your booth. I do apologize for the frustration you experienced during the process and hope you are now enjoying your new Oasis booth.