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Business Profile

Cryotherapy

Deep Dive Wellness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cryotherapy.

Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Last year I had purchased a water chiller from this company. Last month, my water chiller stopped working properly but fortunately it is still under warranty. I have sent multiple emails and found a number online that I attempted to call with no answer. After reading several reviews from multiple websites, it seems as if this is common behavior from this company. I spent good money on this water chiller and I simply want them to honor the warranty (which I have proof of) or I want a full refund for the cost of the water chiller.

  • Initial Complaint

    Date:07/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered their XL Cold Plunge tub ($799) in January 2024, received it in February 2024. The Tub had some defect so i contacted their support in June 2024. Support confirmed the issue and requested i shipped the product back and provided the shipping label. I shipped the product to them and confirmed through tracking ID that they received it on June 18th 2024. They have not sent me a replacement product, they will email me maybe once a month with a message that contains no real info on what is going on or when my product will be shipped back. They have no stopped responding to any emails on the past 3 weeks. I fear im out my $799 and they have no intentions on shipping me back the replacement tub.

  • Initial Complaint

    Date:07/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We bought a cold plunge pool on January 1, 2024. It had a 6 month warranty (one of the reasons we bought it). It split open when refiiling on June 11th. We opened a claim the same day. First they denied it saying it was out of warranty. Then upon further proof and insistence, they acquiesced that it was under warranty. They have been promising for weeks to send a replacement but they are now radio silent. At this stage, I just want a refund.

  • Initial Complaint

    Date:06/07/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They can't do anything. They can't tell me if my order has been processed, they can't tell me if it has shipped, they can't tell me a tracking numbers. Site says ships in 2 days and a estimated delivery date about a week after. After 2 weeks I started asking about where my order is. It takes about 2 days for a response usually and they replay with no information. They say they will reach out to shipping department, they will check with **** but they never reply with any real information. This has gone on for the last 3 weeks. Most recent they were going to check with shipping and get back to me that day....that was 2 days ago. I've now asked for the information promised 2 days ago and requested they just refund me.

  • Initial Complaint

    Date:04/26/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a water chiller on 2/17/2024 and never received the water chiller. **************** was very slow to respond and ultimately unhelpful. The customer representative told me that the chiller would ship the first week of April 2024 about 1 month and a half after purchase. That week I confirmed that the chiller had not shipped. The company offered a refund, however, they never provided a refund or an explanation for why the chiller had not shipped. I disputed the charge with my credit card company and they are supposed facilitate a refund.

  • Initial Complaint

    Date:04/25/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I can't over emphasize this enough...AVOID THIS COMPANY. Their customer service mantra is all hype and the service you provide is far removed from their boastful claims on their website. I ordered a $2500 tub and chiller in February and received no advanced warning that the tub was on back order. I then received a promise that the plunge would be delivered in mid-April and....still nothing! After countless emails and extremely slow response times met with boilerplate emails I've now given up and in the process of canceling the order. I highly recommend that you heed this warning and select a different supplier who actually delivers what they claim.

  • Initial Complaint

    Date:03/20/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an Order for an XL cold plunge tub and chiller on 02/14/24 for over $2,000. The tub took over 4 weeks to arrive but was only partially delivered as the chiller was not included. I contacted customer service via email and chat several times but have yet to receive any type of response or support. I would like the chiller delivered so I can actually use the product, but if that's not possible I'd like a full refund according to their site's return policy. I believe this constitutes fraud due to the unfulfilled order and lack of communication from their customer support.

    Business Response

    Date: 03/21/2024

    We sincerely apologize for any inconvenience caused by the delay in delivering your XL cold plunge tub and chiller. We understand how frustrating it can be to not receive a complete order and experience a lack of communication from our customer support team.

    I have personally reached out to our customer service team to investigate why your HC chiller was not included in the delivery. Additionally, we are addressing the issue of the lack of communication and response from our support team. Please rest assured that we take these matters seriously, and we have been working diligently to rectify the situation.

    Our customer service team should have already been in touch with you to provide updates and options for resolving this issue. We value your business and trust, and we want to ensure that you have a positive experience with us. We have been in operation for more than a year and are committed to being a trustworthy and reliable business.

    Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding. Please be on the lookout for further communication from our customer service team to address and resolve this matter promptly.

    Customer Answer

    Date: 03/21/2024

     
    Complaint: 21460945

    I am rejecting this response because:

    Someone finally reached out, but I have not received a proposed resolution from them. I was told theyd look into it with no timeline for a response/resolution.

    Sincerely,

    ***********************

    Business Response

    Date: 03/21/2024

    Apologies once again for any inconvenience caused by the delay and lack of proposed resolution. Our customer service team is actively working on resolving your order situation and has already gathered information from the fulfillment team to ensure accuracy and timeliness.

    We understand your frustration and want to assure you that we are committed to making things right for you. If we fail to resolve the issue to your satisfaction, we will proceed with issuing a full refund for the missing item and any inconvenience caused.

    If there are any other needs or concerns you have, please let us know, and we will do our best to address them promptly.

    Customer Answer

    Date: 03/21/2024

     
    Complaint: 21460945

    I am rejecting this response because:

    Until I receive tracking information that my chiller has shipped and its delivered undamaged, I will not accept this response/resolution


    Sincerely,

    ***********************

    Customer Answer

    Date: 04/22/2024

    I've already reached out to the company north of 10 times on all their platforms plus here on the BBB. This is now my second attempt to resolve this issue with the BBB because they still haven't delivered on their "good faith response". I was told in an email that my chiller would be shipped out this Monday 3/25/2024 but I have yet to receive tracking information or any form of confirmation that the chiller was indeed shipped.

  • Initial Complaint

    Date:03/14/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Orders a XL ice bath and 1 HP chiller on Feb 3rd and received the bath on March 8th. I paid $2300 for both items and only received the bath. Ive emailed, called, and clicked return item on their website and havent heard anything back.

    Business Response

    Date: 03/21/2024

    We deeply apologize for the delay and the inconvenience caused by the missing chiller in your order for the XL ice bath and 1 HP chiller. Your experience is not reflective of our usual standards, and we are committed to resolving this issue promptly.

    Our team is actively investigating the situation and working on locating the missing chiller parts. Additionally, our customer service team has been alerted and will be reaching out to you directly to provide updates on the status of your order and to coordinate the delivery of the missing chiller.

    We understand the frustration this has caused you and appreciate your patience as we work to rectify this matter. Rest assured, we are taking this situation seriously and are dedicated to ensuring that you receive the complete order as soon as possible.

    Once again, we apologize for any inconvenience caused, and thank you for bringing this to our attention.

    Customer Answer

    Date: 03/25/2024

    Case should be closed soon but wanted to send this last email just in case something happens. I dont 100% trust that I will receive tracking information from them this week so wanted to let you guys know

  • Initial Complaint

    Date:03/02/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order for cold plunge tub and chiller placed 12/19/23 for $1900. Order was supposed to take two weeks to fulfill, but I did not receive the order until mid- February. The order did not contain hoses to attach chiller to tub. I contacted customer service through phone number email and chat several times since February to find out of missing parts. The only email I recieved back was a pdf for instructions but still no answer for missing hoses/ pump. I requested a return several times the past couple weeks with STILL no response. Again I have contacted supplier through email and phone at least a few times each week with no response. All I want to do now is return an item that I cannot use and has been paid in full 10wks ago

    Business Response

    Date: 03/21/2024

    I sincerely apologize for the inconvenience and frustration you've experienced with your order for the cold plunge tub and chiller. It's unacceptable that you've had to wait so long and have not received the necessary parts to use your purchase properly.

    Please know that we are actively working on sourcing the missing hoses and pump for you. Our customer service team has made this a priority and will be reaching out to you shortly with an update on when you can expect the parts to be shipped to you.

    I understand how frustrating this situation must be, and I want to assure you that we are committed to making things right for you. Your satisfaction is our top priority, and we appreciate your patience and understanding as we work to resolve this issue promptly.

    Once again, I apologize for the delay in response and for the inconvenience caused. We value your business and trust and are dedicated to providing you with the best possible experience.

    Thank you for bringing this to our attention, and we look forward to resolving this matter to your satisfaction.

  • Initial Complaint

    Date:02/27/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 12/30/2023 I place an order for a Deep Dive Wellness XL plunge Bath with a black H/C chiller and floating thermometer for a total of $1,732.41. On February 5th the bath arrived and the H/C chiller showed up on February 8th. After taking a look at everything that was in the package, I realized the tub does not come with the water lines or connectors needed in order for the tub to properly function. On February 9th, I submitted a return request on their website and after not hearing back within the ***** hour window listed on their website, I then called and left 5-6 unanswered voicemails. On February 14th, they responded to my request via email asking why I wanted to return the items, I responded the next morning (2/15) with my explanation. I did not get another reply until February 20th when they then tried to offer me a new product that has not yet been released for free. I responded the same day declining the other and again requesting my refund. I have since then sent several emails and left voicemails requesting for the proper shipping label so I can ensure I return the tub within their 30 day return policy. With the 30 days quickly approaching I have run out of options and felt I had no where else to turn but here and do not want this happening to anyone else. Please let me know if there is any other information needed, I have attached my email chain with Deep Dive. Thank you in advance for your help.

    Business Response

    Date: 03/21/2024

    We apologize for the inconvenience and frustration you've experienced with your order. We have confirmed that the refund process has been initiated by our customer service team. Please allow some time for the refund to be processed and reflected in your ************ business days).

    We understand your disappointment and regret that we were unable to meet your needs in this instance. Your feedback is valuable to us, and we will use it to improve our processes and prevent similar issues from occurring in the future.

    If you have any further questions or concerns, please don't hesitate to reach out. We appreciate your understanding and patience.

Deep Dive Wellness is NOT a BBB Accredited Business.

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