Premium SaunasReviews of premiumsaunas.com

Response from Premium Saunas· Sep 4, 2024

Hi John Vong, Thank you for taking the time to share your feedback. We truly value all input, whether positive or negative, as it helps us improve. In your case, there was an issue with the shipping costs due to the large size of the sauna and the long distance between the shipping location in Virginia and your address in California. Unfortunately, this meant that the actual shipping cost exceeded what was covered by your purchase. However, it's important to note that you received a $300 discount on your purchase, which contributed to this unusual situation. That's why we reached out to inform you about the additional shipping balance and offered you the choice to proceed or cancel. When you chose to cancel, we promptly processed your refund, minus the 5% processing fee, as outlined in our refund policy, which is standard across the industry. We provide full transparency with our policies, and at the time of your purchase, you accepted these terms. For your reference, our refund policy can be found here: https://premiumsaunas.com/pages/refund-returns-policy While the 5% fee is standard practice across many industries and necessary to cover processing costs, we understand your frustration. In this instance, we made an exception to prioritize your satisfaction and issued a full refund, waiving the processing fee at our own cost. We sincerely regret the inconvenience and hope this clears up any misunderstanding. Thank you again for your feedback, and we wish you the best. Best regards, The Premium Saunas Team