Select SaunasReviews of selectsaunas.com

Reply from Select SaunasFeb 7, 2024

Hi Mary, This is a non-issue! :) Sorry to hear you got spooked by the sauna and left this review. We'll continue providing great service, as we have, to find the best solution for you. You reached out to us stating you'd like to return the sauna just because it's 20 amps (not 15), but that would honestly be very unreasonable and highly unnecessary. While we do officially recommend that you have an electrician come and swap out your outlet to a 20 amp outlet, in the manufacturer's showrooms, a simple adapter is used that can be purchased from Home Depot for less than $10. I imagine you'd be able to find this at any local hardware store, and they've had no issues thus far with running this adapter. However, if you would like to go the route of swapping out the 15 amp outlet for a 20 amp with your electrician, let us know and we can help out. Thank you, Chris

Reply from Select SaunasFeb 2, 2024

Hi Peter, thanks for leaving a review although poor. I appreciate every ounce of feedback I can get. Lately, we have been unexpectedly swamped and it's now that I have brought a new team member on that we are back on track again. My apologies for my response taking a few days to get to you - I didn't mean to spook you with the back-ordered heater. Take a look at my email, I have a suggestion in terms of upgrading the KIP80W to the Spirit SP80E and having that shipped out today or tomorrow. Let me know your thoughts on that in the thread or by giving me a call any time. Thanks for your trust and feedback. Chris, owner

Reply from Select SaunasJan 7, 2024

Hi Amir, I just reached out via email to discuss this - I'd be interested in knowing what changed your mind regarding our service. Could you elaborate there? I've reached out about a partial refund for you, for the carpenter cost, and I'll check with the manufacturer to see if they have any tips on how to "correct" the sauna. Usually, this isn't an issue at all and we can send over any extra lumber, parts needed, etc at no cost of course. Please check your inbox. I look forward to making this right with you. Chris Owner

Reply from Select SaunasSep 11, 2023

Hey Noelle, First of all, thank you for your review. Although negative, as an owner I appreciate every bit of feedback. I understand initially hearing you won't be able to return a heater that the home isn't wired for (and therefore can't use) is a bad situation. I also understand the limitations of custom home building and that waiting for contractors to finish up your client's home can be frustrating. I had a long discussion with Mark and looked through your conversations through chat and email. FedEx tracking shows your Drop 9 was delivered on 6/8/23. You contacted us on 8/30/23, 84 days after your Drop 9 was delivered. Understandably our distributor in Illinois refused the return. Returns are allowed up until 30 days after receipt. They pointed to their return policy and effectively said "Nope, it's way past 30 days". Please keep in mind that 30 days is also our policy because we ship direct. This is clearly stated in our return policy on our site. After they refused, Mark called me to see if there was any way we could get this return authorized by our distributor and we both got together to discuss it with our designated rep at the distributor. We mentioned what you said to us to get them to understand your situation. Below is what I tried to make them understand, from your chat with us on Aug 31: 5:21 PM, you wrote: "[...] I can get project manager to send me some [photos] before then. I appreciate your help. 5:21 PM, Mark wrote: "That's fine. I'll do my best to have this exchanged." 5:26 PM, you wrote: "I really appreciate it. I have never been under this amount of stress in my entire life. PM is sending me photos here shortly." After pushing them, especially using what you understandably were stressed about, we managed to get them to make an exception to both our and their policy. I have never experienced a return being authorized 54 days after the 30-day window, so trust me when I say that this was most definitely a rare situation. What surprised me was that you left us such a poor review impacting my company pretty hard. We went above and beyond to exchange your 9 kW Drop to a 6 kW, making us and our partners look past written policies, with countless conversations with them back and forth. In debriefing this situation with Mark, and looking through all communication you had via chat and email, I could not find a single reply that justifies writing "unresponsive" and "ghosting". The one time we did not respond within 5 minutes to your live chat was outside of our business hours. My team and I pride ourselves in helping as best we can and I want to provide the best help possible – that's what I built Select upon. So, please, let me know if there is anything else I can do to make things better for you. FedEx shows a scheduled delivery date for your Drop 6 kW today, Friday 9/15/23, by end of day, estimated between 9:10 AM - 1:10 PM. I am sorry you are not happy with your experience, although it makes me happy that we managed to resolve this and your Drop 9 was exchanged for a 6 kW. I've reached out to discuss this further. All the best, Christoffer Owner

Reply from Select SaunasJul 3, 2023

Emmanuel, You initiated a dispute for the full amount of your order, including the sauna, heater and accessories. However, only the heater is not functional. We have been in contact with you and the manufacturer. Upon inspecting and even having Harvia US's in-house electrician look into this, we found your electrician had installed the power unit incorrectly (not following the instructions). Harvia US stated the following, which we communicated to you: "The power unit was wired improperly from the start by leaving the copper jumpers installed. I would tell the customer that this is the direct fault of his electrician, as this is specified in our manuals, and that he should ask his electrician to cover the cost of a replacement power unit. The wiring images were reviewed directly by our in house electrician, and he even advised that since it was wired improperly to begin with, plus the copper jumpers were left installed, that this most likely fried the CX unit." We have been in contact with you regarding replacing your power unit, and that your electrician should be the one covering the cost. However, we mentioned, that if your electrician absolutely refuses, we will be happy to offer a partial refund. I am happy to discuss this with you, Emmanuel. I believe it is unfair that we, a small business that works hard to serve customers right, should receive a bad review because your electrician did not follow the KIP60W instructions properly. I'll give you a call tomorrow to discuss this. Chris, Owner [email protected]

Reply from Select SaunasJul 3, 2023

Hi Manny, We first expected your order to ship within a few days, like normal. However, when we were informed about the lead times on this particular heater when ordering with the manufacturer, we kept you informed throughout the whole process - That's the reason for the 8+ emails and calls. I've refunded and canceled your order in full – we are absolutely NOT a fraudulent business. That heater will be in stock next week, latest. I understand if you don't, however, if you'd like to place it again I am happy to give you a better price or some gifts for the unexpected timeline. I can even arrange a COD or a pay-once-received credit invoice for you, because I am eager to show you that our company does provide great service and quick shipping times. With that said, I am truly sorry for the unexpected shipping timeline for your heater. I'll give you a call to discuss this afternoon. Chris, Owner [email protected]