Complaints

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.

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Golden Designs infrared sauna from Sun Valley Saunas for $3,795.25 on 4/12/2025. Order number 5952 and tracking is 1Z20459W0361232530 It arrived damaged in five areas and had a flawed bottom heater. We used it despite this, but after a week, my wife and I began experiencing headaches and body aches. I tested EMF levels with my EMF-390 meter and found readings as high as 302 mG near the heaters and control panelfar from the near zero EMF claim that made us trust this product. I sent photos, a video, and a detailed explanation. At first, they said theyd initiate a return, then asked me to retest, and have since promised to initiate a return however they continue to do absolutely nothing and it has been almost 3 weeks with no action or answer from Sun Valley Saunas. We stopped using the sauna and our symptoms improved. We feel misled and unsafe using it. Im requesting a full refund due to damage, false EMF claims, health risks, and being given the runaround with no resolution.

  

  Business Response

  Date: 06/24/2025

  The customer filed a chargeback and received a full refund.  

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a product from this company that I never received and I have been trying to get my money back with no response.

  

  Business Response

  Date: 05/27/2025

  ******* - we tried to deliver your sauna for two weeks and you never answered the phone.  I have plenty of proof of this from the freight carrier.

  You then emailed us asking where your sauna was and I informed you that we couldn't get a hold of you to deliver it.  You told us you wanted to cancel and refund your order and we did so on May 5, 2025. I have plenty of proof of this as well. 

  You paid via Truemed, so your refund would have come from them.  Have you contacted Truemed? 

   

• Initial Complaint

  Date:01/09/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have had the most negative experience dealing with a sauna order from this company because of their sales rep ******* ***. ******* *** was very rude and unprofessional either on the phone or via email correspondence. She doesnt just cuts short and over-talks with a customer, she also doesnt resolve the problem (shipment and delivery), or provides any useful info on solving the problem. The only solution she left for us after all was to request a return and full refund.I felt truly isolated after dealing with ******* ***.

  

  Business Response

  Date: 01/10/2023

  ********************* ordered a sauna from us on December 23.  It was shipped out through **** Tracking #********* on December 29.  See link to tracking below.  It was shipped out a couple days later than normal because of **************** *** has tried to contact the customer to schedule delivery for a few days.  The customer continues to call us asking where her order is.  We keep telling the customer to get in touch with *** because they are trying to schedule delivery with her.  She refuses to believe us and keeps calling.  Yesterday she told us she was going to call her bank to get a refund and said she was going to file a complaint here.  As you can see on the tracking link below the sauna now has an estimated delivery date of January 12, if they are able to get in touch with ***** to schedule delivery.  This is a freight delivery and it requires the customer to be present when it's delivered.  

  See the attached status details of the delivery stating the freight company is trying to get in touch with the customer to schedule delivery.  

  The customer is more than welcome to refuse delivery and we will provide a refund when we receive the sauna back at our warehouse. 

  Aryanna has simply tried to convey to the customer that she needs to schedule delivery with ***.  She hasn't been rude and frankly this is the only customer who has ever accused ******* of being rude.  Our customers love her and she goes above and beyond to help our customers have a positive experience.  

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

   

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18712479
  
  I am rejecting this response because:

  the person who responded had no knowledge of my interaction with ******* ***, and he is judging the situation only from her words. I have records that after 6 days of purchasing a sauna I had to contact *********** on my own, asking to provide and info on shipment, so trucking info. She sounded very irritated, saying that she was taking a family vacation, and had to call me back. When she called me back, she was again irritated, saying that so many drivers called sick or didnt show for work, so I had to be more patient on waiting on trucking info. The conversation was hold in an unpleasant and unprofessional manner, so I said Id rather refuse the delivery , and ******* said: FINE!  Then she called me again and said that apparently  the order was already  shipped , and she actually could provide a trucking info. I agreed to not refused the shipment because it Was already on its way 

  During next 12 days I was trying to trick the shipment from *** air seller websites, but there wasnt any trucking info available on both sites, which I have screen shots to proof. 
  so on 1/9, the 18th day after placing the order, I contacted ******* *** again and left her a voice message. She emailed  me a link which would lead me to the same no delivery info messages. And I have screen shots to proof. Then I called her again, and she texted me back saying that she was busy. Then she did call me a couple hours later and started the conversation with raising her voice :Do you know how many customers I have to deal with?!?! And you are not only the one who calls me today! Then she would over talk me and cutting short, sating : Just check you email and  find all the info there!   There was no way for me to say or ask anything, as she would not let me to, so I had to cancel the phone. My husband was in the car while I was talking to *******, and he said that I needed to contact BBB and dont deal with the seller anymore. So I took his advice and filed a complaint. 
  This morning I went through multiple emails that ******* *** sent me yesterday, and in the last one  found a phone number to contact the delivery company who has my package. 
  My recent calls records show no calls from the *** carrier regarding scheduling the delivery. Thats why I was trying ti contact the seller to get any help. 
  I still find my experience very negative and I do not appreciate how this issue was handlers by awls rep ******* ***, so the person who wrote the reply on my complaint. From now on Ill be in touch with *** delivery contractor, however I expect the seller pay me apology for the negative experience while dealing with ****************;

  Thank You! Regards. ********************** 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased the sauna in February this year. When it was delivered, we put it together within a week or so. We noticed that the roof was a little buckled but not too bad. we put the cover on it, which it stays on all the time. Not to long after that I went to use the sauna and noticed that all the heaters were not working and that the roof was really buckle now. So, we started contacting them about our issues. We took pictures of the roof; they responded by saying we left it in the rain, not never happened. The sauna has never had the cover off since February. They offered us a partial refund, that was a big joke $100.00. We finally got a new roof, but we are not putting it on because we still have no heaters. We have left messages and response. Now we just want them to pick this up and get a full refund. I hope you can help us get this worked out somehow. We just do not know what to do now.

  

  Business Response

  Date: 08/26/2022

  We gave the customer a full refund and didn't require them to send the sauna back.  Attached is proof.