Select SaunasReviews of selectsaunas.com

Reply from Select SaunasDec 7, 2025

Hi Nathan, We’re sorry to hear you feel this way, but your statements are simply not true. We did respond regarding your order, multiple times, and we have records of every interaction. Your PA contacted us repeatedly through call and live chat, and we assisted with a status update using the tracking information that was sent to you nearly two weeks. This is the exact same tracking information that was emailed to you on November 20th. On the day your PA asked for tracking again, we sent it directly to him via email as requested, which again we have records of. Later that same day, you emailed threatening a chargeback if you “didn’t hear about delivery,” even though the tracking details had already been sent and your PA had been advised to contact the carrier directly for delivery timing. There was no lapse in communication, we responded every time and provided the tracking promptly, both to you and your PA. You already had full access to the tracking, and during the busiest time of the year we can’t prioritize repeated requests for the exact same information. Carrier delays are outside anyone’s control, and the most accurate delivery updates always come directly from the carrier. We’re happy to help, but we do expect the tracking we send to be reviewed rather than asked for again and again. Alex

Reply from Select SaunasOct 18, 2025

Hi, I'm sorry to hear about your experience. We take pride in responding promptly to all emails, calls, and chats, so it’s possible your message didn’t reach us or went to spam. I've looked at all of our open inquiries and cannot find your query. I'd really like to help resolve this and figure out what went wrong. Please reach out to me directly at [email protected] so I can investigate this further. Alex

Reply from Select SaunasJun 9, 2025

Hey Alan, We were traveling for a supplier conference this past week - appreciate your patience. We'll sort your return out today! - Chris

Reply from Select SaunasMay 21, 2025

Hi Jon, We're sorry to hear that you felt disappointed, but we’d like to clarify a few key points about what actually happened. You contacted us during our lunch break, and as soon as we returned, we saw your live chat message and responded promptly. We had a full conversation with you via live chat that same day, where we looked into your order and explained that the HUUM stones were delayed due to a backorder from the manufacturer, something we unfortunately weren’t informed of ahead of time. We apologized sincerely for the lack of communication from our supplier’s side, and regret that you had to wait so long for your stones. While we did see that you called and emailed during our break, we had a full chat about this through our live chat system shortly after you reached out, after we stepped back in. So to say that no one returned your call or responded to your messages isn’t an accurate reflection of how things unfolded. We’re always doing our best to provide timely support, and in this case, we responded the same day you reached out, which we feel is fair and reasonable. We do regret the supplier delay and the frustration it caused, but we also want to be clear about our response time and communication. Alex

Reply from Select SaunasFeb 14, 2025

Hi Jen, We're genuinely confused by your review. You have received responses to your emails. Your most recent message was sent outside our business hours, so it's unreasonable to expect an immediate reply. Additionally, your return is not being delayed on our end. As we've already explained, we are waiting for an RMA from our supplier, which is standard procedure. We cannot process a return without following the correct steps, and we will update you as soon as we have confirmation. I made this clear in my last email. Lastly, you claim the product is "misleading," yet this same item has been sold to many customers without issue. We would be happy to investigate if there were a genuine problem, but the limited information you provided, such as using your thumb as a size reference, doesn't give us much to work with. For the record, we make a point to keep all reviews visible, even when they contain inaccurate information, such as in this case. We believe in transparency, and we trust that future customers will see the full context of this situation. We are handling your return appropriately and within a reasonable timeframe. The size of the item does not impact the process. We will be in touch with you as soon as we hear back from our supplier, as we mentioned. Edited for Jen's updated review: We have been upfront and honest throughout this process, and we do not use “suspicious” language. As we’ve clearly stated, returns must go through our supplier. We do not have a warehouse, so we cannot accept a return without going through them. Additionally, your claim that we are being unresponsive is simply dishonest. You have received timely replies, including a response to your live chat inquiry today. Regarding the product, no other customers have reported issues with its size or description. When we asked for a proper measurement, you provided an unhelpful photo using your thumb as a reference, making it difficult to assess your claim. Despite this, we initiated the return process and are waiting for the supplier’s instructions. You may not like the process, but that does not mean you get to bypass it. We stand by our fair policies and transparent customer service. If you are serious about resolving this, we suggest waiting for the return instructions, as we have already explained. Alex

Reply from Select SaunasJan 24, 2025

Hi Helena, Thank you for sharing your feedback. We’re truly sorry to hear about your experience and appreciate the opportunity to address your concerns in detail. First, we’d like to clarify that during the time of your purchase and initial inquiries, we were in the middle of our busiest season, including Black Friday and the subsequent days. While we were inundated with calls and messages, we made every effort to respond within a couple of days. We understand your frustration, but it’s not accurate to say we were unresponsive, we’ve consistently strived to assist you as quickly as possible given the circumstances and resources available to us as a small team. Regarding the delivery delays, we fully acknowledge that this process did not go as smoothly as it should have. The freight company rescheduled multiple times, and while they’ve successfully handled thousands of sauna shipments in the past, their refusal to deliver due to the package's weight was highly unusual. We regret the inconvenience caused by this situation and worked diligently with our supplier to ensure the sauna eventually arrived. Our supplier informed us that they were in direct communication with you during the delivery issues. If this wasn’t your experience, we sincerely apologize, it was our understanding that they were assisting you. As for the missing components and electrical issues, we are actively working to resolve these matters for you. We agree that any missing components, such as a sensor, should have prevented setup until resolved for safety reasons. We communicated this to you and are in the process of addressing it. Regarding your mention of a six-day response time, we would like to clarify the timeline. Your initial messages were sent over the weekend, and the following Monday was a federal holiday. While we missed your follow-up upon returning, it was an oversight amidst high volumes of requests. We sincerely apologize for this but feel that calling it a six-day delay is somewhat misleading. We understand how disappointing this experience has been, and we are committed to resolving the remaining issues promptly. Customer satisfaction is our top priority, and we will continue working to make things right for you. Alex

Reply from Select SaunasJan 16, 2025

Hi Shane, We take all feedback seriously and strive to provide exceptional service to every customer, as demonstrated by the many positive reviews we consistently receive. However, your review misrepresents the situation, and we would like to take a moment to clarify. You reached out with concerns on December 6th, and we responded within hours of your message, not the three days you claim. We have the message history to verify this. Your sauna was shipped within the standard timeframe, with an ETA provided approximately one week after your order was placed. This is the usual amount of time it takes before we have a solid ETA, and there was no unexplained delay. If you were unhappy with the ETA at this time, you had plenty of time to cancel your order. The Almost Heaven Titan is a high-quality sauna backed by us, as well as Almost Heaven directly. Minor adjustments during assembly can occasionally be required, so we directed you to Almost Heaven for specialized technical support. This is standard practice, as the manufacturer has the expertise and resources to assist promptly with technical matters beyond our immediate scope as a retailer. We made every effort to assist you promptly and respectfully, offering to facilitate communication with the manufacturer if you preferred us to handle the process, despite it being a longer resolution path. We stand behind the quality of the products we sell and our commitment to excellent service. Alex