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:06/24/2024

  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.

  On May 5 I ordered a one person sauna and paid for the sauna on my credit card. June 1 I called to see when I was going to get the sauna and talked to an answering service. I checked the website for the store opened at 9:00 on Monday. I called at 9 and am sent to the answering service. 9:20 again am sent to the answering service. At 9:21 I call and hit the new sales and get some guy riding in his car (not at the store) very rude. I send an email asking for a refund and get a reply that all sales are final. I then get another email saying that I am 8th in line to get my spa (no dates) just have to wait another 2-3 weeks. Today I call and again at 12:30 get the answering service. Now I'm beginning to think this is not a business at all but a scam to get money from unsuspecting people. Is there any way that the BBB could check to see if this is a legitimate company?

  Customer Answer

  Date: 06/24/2024

  I filed a complaint today and when I finally got a person to answer some questions and concerns I told ***** that I had filed a complaint and wanted to make sure she was aware of it so the problem (lack of communication about delivery) could be resolved. She assured me that the sauna was in port and they were waiting for the customs to release the containers. That the spa would be shipped out as soon as they got it. I told her about the lack of phone curtesy employees not identifying themselves or the company and she explained that they had three different company's that used that same number. When I got off he phone I was satisfied that hopefully I would receive my sauna in the next few weeks. A little while later I received a call from **** chewing me out calling me unbalanced. After I told him I didn't appreciate his tone and hung up on him he sent the following email "mam the only person who has been unbalanced is on these we have your recordings no one was anything but kind and helpful to you your are unbelievable hurtful person". then I received the following threatening email SpiritualQuest 1:31 PM (4 hours ago) to me You will need to remove the in-accurate review or this will ship last Your recording have already been shared with BBB And you lied I used the same email we replied to you at last week that same email is on this string thank you " This is unacceptable and now I am concerned that if I do receive the spa that I ordered I won't have all the parts and no one will be willing to help. I was offered to cancel the order but would have to pay over $400 for restocking fees which I do not want to pay. I really wanted the spa or else I would not have ordered it.

  Desired Outcome:
  Delivery; full refund not partial as I'm not sure that I can trust someone that threatens about sending merchandise

  Business Response

  Date: 06/24/2024

  Subject: Order Cancellation Request Confirmation and Further Assistance
  Dear ********************,
  Thank you for reaching out with your concerns. We regret to hear about your dissatisfaction and the frustrations you've experienced with our customer service. We strive to provide exceptional service and clearly, we have not met either your expectations or our own standards this time.
  Regarding your request to cancel the order for the sauna, we understand your decision and are prepared to assist you with the process. As per the policy communicated at the time of your purchase and outlined in our terms, the sauna has already undergone manufacturing and is currently at the import phase. Thus, cancellation at this stage will incur a 25% remarketing fee to cover costs associated with remarketing the item.
  We appreciate your understanding that once an item has entered the manufacturing or shipping process, alterations or cancellations are subject to this fee. This policy ensures that we can manage resources effectively and continue to deliver high-quality products to our customers.
  To proceed with the cancellation:
  Please provide written confirmation of your cancellation request.
  Include any specific instructions or details you wish to add regarding the processing of the cancellation.
  We will process your request upon receipt of your written confirmation and ensure that the transaction is handled smoothly.
  Ms. Cornsmell, we sincerely apologize for any inconvenience and disappointment you have experienced. We are committed to learning from this situation and improving our customer interactions. Your feedback has been shared with our team to ensure we enhance our training and improve communication protocols.
  If there's anything more we can assist you with, or if you have further feedback, please dont hesitate to reach out. We value your input and wish to part ways on amicable terms, respecting your decisions and preferences.
  Thank you for your attention to this matter. We hope to have the opportunity to serve you better in the future.
  Sincerely,

  Business Response

  Date: 06/24/2024

  ***************************** 2:28?PM (8 minutes ago)
  
  
  
  to SpiritualQuest
  
  
  
  
  
  
  
  If there is a 25% cancellation fee then DO NOT CANCEL THIS ORDER.  I understand from ***** that the order is in port and should be delivered to my house in a week or two at the latest.
  
  
  Thank you,
  **************************; 
  

  Customer Answer

  Date: 06/25/2024

  I couldn't open this response yesterday because I had the wrong number 668295247A273.  Today I got the correct code and was able to open the complaint.  Because I couldn't open the original complaint and couldn't find on my computer the original complaint I opened another complaint about how I was treated and threatened by ****.  I'm not sure if he is an owner or not but he sent me the following email after calling me twice (the first time calling me unbalanced I hung up on him), he called again and I told him he couldn't talk to me the way he did and hung up again.   www.SpiritualQuest.com ************  "mam the only person who has been unbalanced is on these we have your recordings no one was anything but kind and helpful to you your are unbelievable hurtful person ************************"  He then proceeds with the following  threatening email to me,  "SpiritualQuest Mon, Jun 24, 1:31?PM  "You will need to remove the in-accurate review or this will ship last Your recording have already been shared with BBB And you lied I used the same email we replied to you at last week that same email is on this string thank you"  Now my concern is that if and when I receive my sauna will I get all the parts? When I ordered this item I ordered it because I wanted it.  Price was not a problem it was the lack of communication, store listed in S ******** yet store phone has California area code, original confirmation on May 5 said sauna would be available in 2 to 4 weeks, Mid June I start calling and only get answering service, and finally get someone (store phone number) in their car (after the posted store hours).  When I finally get ***** in customer service I am satisfied that my sauna is in port and they are waiting for delivery and I should get it in a week or two.  I tell ***** that I have filed a BBB complaint so she can be on the look out and assure everyone that yes they are a real business and all's good.  Thinking everything is fine now you can understand my surprise when I receive the harassing call from **** only to follow up on the threat about sending my sauna out last.  How a business could ever be successful is beyond me with employee/owner who acts in this behavior.
  

  Business Response

  Date: 07/01/2024

  the order was refunded on the 25th this is a closed issue.

  ========= SECURITY STATEMENT ==========
  It is not recommended that you ship product(s) or otherwise ***** services relying solely upon this e-mail receipt.
  
  ========= GENERAL INFORMATION =========
  Merchant : SPIRITUALQUEST LLC (1116980)
  Date/Time : 25-Jun-2024 11:22:57 PDT
  
  ========= ORDER INFORMATION =========
  Invoice : 78924
  Description : Spiritual Quest - Order 78924
  Amount : ******* (USD)
  Payment ************ xxxx8574
  Transaction Type: CREDIT

• Initial Complaint

  Date:08/08/2023

  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 placed 2 different order for 4 infrared light therapy saunas on July 13th. Instead of them being custom made I was sent some that were already made, 2 good saunas and 2 dama**d saunas. They arrived on July 19th. I refused the delivery and **** at Spiritual Quest became very upset and rude to myself and the delivery driver and tried to convince me to just accept the order dama**d. I am paying 3700.00 for 2 saunas. I then asked to keep the 2 that were not dama**d and return the 2 that were and to cancel the order. While I was talking to him he continued to decline my request to cancel the order and went to his return policy and updated it (as we wer* *peaking because I as well was on the return policy pa**) to make it fit this situation. I spoke with B**** ********* and after my last request to cancel the order they said I had to wait 14 days with no response from ****, so I did. I was then told to send one **re email to request cancelation and **** has still not canceled my order and says h* *tarted a claim and I have to wait for the claim 90 to 120 days. He refuses to cancel my order for a product I don't have and the payment is due August 13th. As well as the deadline for the 30 day cancelation. He has already been paid and now filed an insurance claim to **t paid again and am paying for a product I will not receive until he feels lik* *ending new ones. I have asked multi*** multi*** times to cancel my order and he has nothing but excuses as to why he won't.

  Business Response

  Date: 08/08/2023

  Dear *****
  I just wanted to inform you that th* *ingl* *aunas refused and returned to us. 
  
  
  Re: Resolution Options for Refused Shipment and Perceived Dama**s
  
  
  We hope you're doing well. We appreciate your business and would like to talk about the recent situation concerning th* *hipment of 2 singl* *aunas, and the delivery was refused because of perceived dama**. According to our records, the terms of service agreed upon when the order was placed are the governing document.
  
  
  Upon reviewing th* *ituation, we have identified three options available to you for resolving this issue, all of which are in line with the terms of service:
  Dama**d Item Claim: we can file a claim and will proceed asap. Once the claim is validated and approved, we will refund the approved claim as soon as possible. So that you know, this option may tak* *ome processing time as we work to assess and verify the dama**s.
  Replacement Shipment: If not, we are happy to offer you a replacement for the dama**d item. When the item is repaired, or reserves become available in our inventory, we will promptly ship the new saunas to you. This option ensures you will receive the product you originally ordered once it is in pristine condition.
  Cancellation and Refund: Our cancellation policy will apply if you decide that the best course of action is to cancel the order. This policy entails a refund, deducting shipping costs to and from your location, and a 25% remarketing fee to cover the necessary expenses associated with restocking and preparing the product for resale and finding a new customer via costly advertising. 
  Please let us know which option you wish to pursue. 
  
  
  We understand that your satisfaction is very important, and we want to ensure that this situation is solved in a manner that aligns with your choice. Please tak* *ome time to consider the available options and let us know your decision as soon as possible.
  To proceed, kindly reply to this letter; thank you.
  

  Business Response

  Date: 08/10/2023

  customer optiosn and document request from the customer. 

   

  spiritualquest <[email protected]> Wed, Aug 9, 1:57?PM (21 hours ago)
  
  
  to *****
  
  
  
  
  
  
  
  When we hear back from the finance on how to do it with the necessary deductions.
  Upon reviewing th* *ituation, we have identified three options available to you for resolving this issue, all of which are in line with the terms of service:
  Dama**d Item Claim: we can file a claim and will proceed asap. Once the claim is validated and approved, we will refund the approved claim as soon as possible. So that you know, this option may tak* *ome processing time as we work to assess and verify the dama**s, the claim is the prerogative of th* *hipping company's insurance. 
  Replacement Shipment: If not, we are happy to offer you a replacement for the dama**d item. When the item is repaired, or reserves become available in our inventory, we will promptly ship the new saunas to you. This option ensures you will receive the product you originally ordered once it is in pristine condition. (this item is scratched in on* *pot only) the replacement would be the units being returned after a repair. 
  Cancellation and Refund: Our cancellation policy will apply if you decide that the best course of action is to cancel the order. This policy entails a refund, deducting shipping costs to and from your location, and a 25% remarketing fee to cover the necessary expenses associated with restocking, preparing the product for resale, and finding a new customer via costly advertising. 
  
  you ar* *electing number three in the option list
  
  
  
  
  
  
  
  
  
  
  
  ***** Wed, Aug 9, 4:19?PM (19 hours ago)
  to spiritualquest
  Yes I am requesting number 3 cancelation 
  
  
  ***** ***** 
  

  Customer Answer

  Date: 08/10/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: 20438101

  
  

  I am rejecting this response because:

  They are charging me 2 shipping fees and a restocking fee of dama**d items. I have contacted my lawyer and he has advised me that I am not liable for these fees because the product was dama**d I never received them and did not send them back personally.  I agreed to the cancelation of the order but not to the outra**ous fees of 1800.00 they are trying to char** me for shipping and restocking of the dama**d item.

  
  

  Regards,

  
  

  ***** *****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:05/09/2023

  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.

  the package was cut open on the inside as well as the outside, and was dropped, also the company blocked my number and the csr's were rude on the phone when i was only asking for infomation on the product and never got any answers, i spoke to *** and they said for me to get in touch with spiritual quest, this has been a horrible experience, the size of the lamp that they gave me was 4in and what was on the site was 8-9inches,

  Business Response

  Date: 05/09/2023

  Thank you for sending us the images. If you do not wish to keep the item, you may return it within 30 days for a full refund. The images you provided show a 200 million-year-old salt lamp with normal lines and striations. The salt bowl comes with enough salt chunks that add to its overall height. If you choose to keep the item, we cannot issue a refund without receiving the item back. Returning the item is simple and we recommend packing it as it was originally packed to ensure its safety during shipping. Any damages will be covered by shipping insurance. Your order is complete and we have already communicated the options to you via email. We suggest returning the item instead of attempting to harm our business. However, if you decide to keep it, we hope you enjoy your salt lamp.

   

  We think from time to time people think complaining means they get to keep items or get extra items that is simply not the case we are happy to replace the item once it is returned thank you

   

  Support 

   

• Initial Complaint

  Date:04/17/2023

  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 would never have considered taking the time to file a complaint with the BBB, but this company needs to be exploited. They are very rude and a scam. We spent over $2300 on a salt sauna, and I have yet to receive it. EVERYTIME I call, **** the owner is rude and can’t help with my delivery or questions, He just hangs up on me each time. I have never been treated this way as a customer who has spent that much money. **** is Very rude. He continues to send me rude emails being condescending and called me a liar. I am not the only complaint regarding Spiritual Quest. What can I do from here to save other consumers from the time and money this business has taken from me? I have plenty emails if I need to send. Please advise.
  
  ***** *******

  Business Response

  Date: 04/17/2023

  Dear *****,
  Thank you for reaching out to us regarding your order. We understand that you are concerned about the delay in delivery and we apologize for any inconvenience this may have caused.
  To clarify, we would like to inform you that the delivery time for your order has always been 6-8 weeks. We do not have a specific delivery date yet, as the products have not yet arrived in our warehouse. We appreciate your patience as we work to get your order shipped to you as soon as possible.
  We also wanted to inform you that if you would like to receive your order sooner, we can offer you the option to downgrade to a single or switch to a Savannah model which is currently available in our inventory. Please note that the Savannah is considered an upgrade and you would need to pay the price difference if you choose to upgrade.
  We want to assure you that we are doing everything we can to ensure a smooth and timely delivery of your order. As per our product page, delivery times are subject to change, and we appreciate your understanding.
  Thank you for choosing our company for your purchase, and we look forward to delivering your order to you soon.
  Best regards,

  Customer Answer

  Date: 04/19/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because he owes our company $500 that he took from us. He is now leaving bad reviews on our business page under false names from ********** State, we are in **. He (****) is doing this to other businesses too ( see attached) when they leave a bad review on not receiving their product. Something must be done about this company.

  
  

  Regards,

  
  

  ***** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 04/20/2023

  Dear Better Business Bureau,
  Thank you for contacting us regarding ***** ******* issue with her custom-made item purchase. We understand her frustration, but we would like to clarify that the item she purchased was in stock and ready to ship. As per our terms and conditions, once items of custom nature are in stock, they cannot be canceled. The only cancellation option available is with a 25% remarketing fee.
  Each custom item that we offer is individually made for a customer, and if a customer cancels, we have to remarket the item, which costs us at least $500 for advertising to find another customer for the order. ***** agreed to this process as part of our terms and conditions at the time of checkout, and she could not have completed her purchase without agreeing to them.
  We apologize for any inconvenience caused to *****, but we have to uphold our terms and conditions to ensure fairness to all our customers. We hope this clarifies the situation.

   

  Customer Answer

  Date: 04/21/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because his reply is not at all correct. This was NEVER a customized Sauna. You can see in the emails he clearly says the product had not arrived to his warehouse, we ordered straight from the website, it was not customized at all.
  The goal of Spirtual Quest is to get your payment, not ship the item, then charge a 25% cancellation fee when the consumer catches on to the scam. I am asking to be refunded the entire amount and to also have BBB report Spirtualquest for fraud.

  
  

  Regards,

  
  

  ***** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 04/21/2023

  Dear *****,Dear Better Business Bureau,
  I am writing to address a complaint made by a customer regarding our company's policies and customer service. We take all complaints seriously and want to ensure that our customers are satisfied with their experience with us.
  The customer in question made a demand to cancel their order after every attempt to fix the issue, however, the terms and conditions regarding custom made items still apply. We have explained this to the customer, but it appears that their anger is getting the better of their ability to understand.
  We have offered three options to the customer, which include waiting for the normal shipping dates, securing a new shipping date at a later time, or applying the 25% remarketing fee as a credit balance for up to one year. Unfortunately, the customer ignored the option to secure a new shipping date and has demanded a cancellation without understanding the applicable terms.
  We suggest that the customer reorder the item and apply the 25% back to the new file. This option is available for up to one year, giving the customer ample time to reconsider their decision. It is important to note that the 25% remarketing fee does apply, as previously detailed and agreed upon.
  We apologize for any inconvenience this may have caused, but we stand by our policies and believe that they are fair and reasonable. We hope that the customer will consider our offer and reconsider their decision.
  Thank you for your attention to this matter.

• Initial Complaint

  Date:03/14/2023

  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 an infrared sauna for $2753.90 on January 3rd and was told via email it would be 6-8 weeks. It is now ten weeks and still no sauna. They will not call me back. I asked for a refund because they told me it would be another 3 weeks by email. I want a full refund

  Business Response

  Date: 03/14/2023

  The customer has informed us they are happy with our response thank you

  Customer Answer

  Date: 03/15/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: they did not offer me a viable refund or offer  also they sent a threatening email saying they will prolong delivery unless I get rid of the complaint with you  

  
  

  Regards,

  
  

  **** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 03/16/2023

  the customer ordered a custom made sauna the sauna is at the port now and we have been in constant contact with her, she is combative as if the terms of service do not apply. please refer to the last correspondence the customer has yet to chose an option provided thank you 

   

  ** *** *** ***** ** **** *** ************** ************************* ******
  
  
  ?**** here are your options please read them and let us know which one you wish to go with thank you 
  
  
  the team wanted to reach out personally and update you on the status of the item you recently ordered. I am pleased to inform you that the item is on its way and will be arriving at the port of ******** this week.
  As the item is a custom item and can not be canceled after manufacturing has taken place, I would like to present you with three options to consider. Firstly, if you would like to keep the item, it should be released from customs within a week from this week. Secondly, if you would like to cancel the item, I would like to assure you that your place in line for any future orders will be maintained without any penalties. And lastly, if you would like to cancel the item and receive a refund, I would like to inform you that there will be a 25% remarketing fee which will be deducted from the refund amount. This fee covers the costs of advertising and helps us to find a new client for the item. The funds will be kept on account for you for up to one year in case you decide to use them for a future order.
  Please note that the custom designation is an important part of the terms of service agreed to at checkout.
  If you have any questions or concerns, please do not hesitate to reach out to us. We are here to assist you in any way we can.
  Wishing you all the best,

  Customer Answer

  Date: 03/16/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: they have not given me a full refund  they just argue with me  they keep saying my sauna is at the port now but they’ve been telling me that for six weeks. The sauna I ordered is not custom  it is a standard sauna right off the website. They are holding my money hostage.  This is what they do,  they sell you a sauna under the assumption it Will arrive in 4 weeks, then they keep telling you that your sauna wasn’t on the shipment or it’s stuck in customs. After months of waiting you ask for a refund, they say they can’t give you all of your money back because it was “custom order” and they have a restocking fee, even tho they tell you there are a hundred customers a day ordering these things they have to charge me to find a new customer. It’s plain theft

  
  

  Regards,

  
  

  **** ******

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:10/28/2022

  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.

  Trying to contact this company about a problem I am having with the sauna
  I have called four times and left all the info..cannot speak to anyone but the answering service. The answering service picks up the phone during regular hours.they are saying they can only take a message.i would like to speak about getting a repair etc

  Business Response

  Date: 10/31/2022

  The answering service is there for one to leave a message, there are no messages from you, so you need to leave a message with your original order number so we can verify the order and respond to your questions. 

   

  1- make sure to leave a message that is why there is an answering service 24/7 in the USA 

  all messages are forwarded to the proper staff and replied to, you will need to provide accurate order information etc. 

  2- email support via the support contact page on the site - very convenient as well

  3 - provide your order number for order confirmation as there is a need to confirm the original order

   

  Thank you 

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

  Customer Answer

  Date: 11/02/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because: I have left 4 messages with all the proper information they asked me for with the answering service.  They repeated back to me my name and all info. So I find it hard to believe that they had no information on me. They have poor customer service if they have any. I have a problem with my sauna and I was asking for help to find a repair. They do so much advertising about their products but neglect customer service which is a main part of business. If they would like to contact me about this issue I would very much appreciate it. My email is ****************** Cell#************. If they are not interested in helping me then I guess this claim will be closed.

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 11/03/2022

  yes we have no orders under your name, or email if you have purchased an item we make on the secondary USED market regretably we can not help you without the original order information, we suggest you return to the party you bought the item from 

   

  there is nothign under your name

  there are no orders under you email

  and there are no order numbers or corresponding order information 

   

  we don't even know what item you have, what year it was purchased and whom was the original buyer 

  again unless you have some identifiers like and order number we have no way to help you.

   

  Alert to others when buying on the used market one can reach out to the seller for more help we are not able to help unless there is an actual order attached thank you 

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair 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.

  Good afternoon,
  I placed an order (*****) on January 26, 2022. After e-mailing them inquiring about the status back around March, it seemed that I should have received my sauna in June but it never arrived. Now is September 2 2022, I called over a month ago and a very rude and sarcastic customer service individual told me that mine and other thousands of peoples saunas were stuck at the port. I asked for my money back and was told that they will take a 25% re-stocking fee. Waiting 7 months for a product and not even getting consistent updates unless I called makes me uneasy. The company could be bankrupt for all I know and I am not even going to know and keep waiting indefinitely, so I need my sauna or my money back without restocking fees. I am asking for a full refund because if their product is on back order or on hold at the port, they should let customer know at the time of purchase, for the customer to decide if we want to gamble. By the way I sent them an email 10 minutes ago inquiring again. I can forward you the e-mails they sent with their shipping deadlines. I would like a solution at least by the end of the month, thank you.

  Customer Answer

  Date: 10/19/2022

  
  I finally resolve the issue and my sauna was delivered.