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:04/04/2025

  Type:Delivery 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 two person wooden soaking tub from My Sauna World and was paid $2,910.82 -The tub was advertised to have free shipping, both shown on their website (still shown) and in a generated invoice that i paid -1 week after purchasing said tub, they reached back out to me stating that the shipping cost would now be an additional $1k. -After I complained they said they could reduce it to $400. -They said they did not know how much it would cost to procure the item, but they listed free shipping anyway, which led to this issue.After all of this, their website still says free shipping under the product. I want My Sauna World to: - Deliver the product I paid for without any additional $$ from me, they made a mistake and should have to eat any additional costs associated with said mistake.-Remove their "free shipping" language from their website as that is extremely misleading to other consumers.-Have their BBB accreditation revoked until the above is done.

  Business Response

  Date: 04/07/2025

  Hi there,
  
  Hope this email finds you safe and sound.
  
  I wanted to provide some context regarding an order placed by Mr. ***** ***** on March 26 for a Japanese Ofuro Tub without a heater. When we placed the order with our factory in ******* we were surprised to learn that the shipping cost amounted to $1,000. To give you some perspective, for large saunas (7' tall with a heater), other Canadian suppliers charge between $360 and $1,000. Considering the Ofuro tub is only 35" x 68" and does not include a heater, we expected the shipping cost to be much lower.
  
  Upon discovering this, we immediately reached out to Mr. ****** apologized, and informed him about the unexpected shipping charge. Our goal was to be transparent, hoping for his understanding. To address the situation, we offered to provide the Wooden Tub at cost, which we felt was a fair solution for both parties.
  
  Please understand that as a business, we have fixed costs such as marketing, and other operational expenses. In similar situations in the past, our customers have been understanding, and we were hopeful for the same in this instance. 
  
  Given the circumstances, we made the decision to cancel Mr. ******* order and have processed a full refund.
  
  Additionally, our Digital Catalogue Team is actively updating our website to ensure this issue does not arise again in the future.
  
  Thank you for your understanding.
  
  Respectfully,
  Adora
  Brand Manager
  My Sauna World