lumitherapy.co.uk

Purchased an ice bath

Date of experience: Jan 17, 2026

Frustrating experience with the mini chiller

I purchased the new mini chiller 2 along with a pod, but unfortunately, the chiller wouldn’t turn on, and I received no support whatsoever. After several days of unanswered emails and waiting in the online chat (which indicated they were available), I requested a refund. Then, another power lead arrived, but it also failed to work and caused my house fuses to blow. After more days of no responses, I reached out to the CEO on social media, and suddenly my emails were being answered. They offered to replace the chiller, but given the poor customer service I experienced, I ultimately just wanted a refund, which I did receive eventually. This was a very stressful situation for such an expensive item. I truly hope these reviews are taken seriously, as I would have loved to support this company if their products lived up to their claims.

Date of experience: Jan 16, 2026

Faulty mini chiller and lack of support

I purchased a new mini chiller and pod, but the chiller wouldn’t power on. I received no assistance whatsoever. After days of unanswered emails and waiting in online chat, I requested a refund. Then another power lead arrived, which also failed and caused my house fuses to blow. After further delays, I reached out to the CEO on social media, and finally, my emails received responses. They offered to replace the chiller, but due to the poor customer service, I opted for a refund, which I did receive eventually. It was a very stressful experience for such an expensive item. I hope these reviews prompt action, as I would have loved to support this company if their products were as good as advertised.

Date of experience: Jan 02, 2026

Extremely disappointing customer service

I returned a product for a refund on 29/12, but Royal Mail needed three attempts to deliver because the business was closed. My initial email was sent on 26/12, but I received no reply until 06/01 after multiple attempts. I was assured a response the next day by a representative, but that never came. I tried the chat function but couldn't wait long enough for a reply. They don’t have a customer service phone number. Additionally, my partner received the wrong color product, which was also defective. The customer service has been very poor, and I’m still waiting for my refund.

Date of experience: Dec 29, 2025

Exceptional service from start to finish

I had my sauna delivered and installed today, and I am thrilled with the entire experience. While searching for a home sauna, the team took the time to understand my needs and provided clear explanations of the options available—no pressure, just helpful advice. The delivery and installation were handled with professionalism and efficiency. Setup was quick, and the team guided me through the settings and usage, which I greatly appreciated. From the initial inquiry to installation, everything was smooth and well-organized. The customer service was excellent, and the sauna feels genuinely high quality. This sets a high standard for premium wellness products and service. I would not hesitate to recommend them.

Date of experience: Dec 22, 2025

Unsatisfactory customer service experience

I purchased a coat in September but only tried it on recently due to the weather. The main zipper does not function. I contacted the company, but they showed no interest in assisting me. I cannot recommend their coats.

Date of experience: Dec 19, 2025

Failed product with no refund offered

I received a 'premium' ice bath as a gift in 2024. The pump was broken upon arrival, which I replaced. After six months, the stitching on the legs ripped, making it unstable, but I continued to use it. After nine months, the thermo lid broke, which affected its cooling ability. Eventually, the inflatable ring also failed, rendering the product unusable. When I contacted customer service, they requested photos and then denied my request for a replacement, citing the purchase date. They advertised timely Christmas delivery but refused to take responsibility for poor manufacturing. I cannot recommend their products, and potential buyers should be cautious as durability seems unlikely.

Date of experience: Dec 13, 2025

Exceptional customer service experience

All companies that sell various products will encounter customer complaints at some point. Outstanding customer service is the ability to turn a complaint into a positive experience that restores trust and enhances the company's reputation. This is exactly what I experienced with a representative, and I would readily recommend the company, its products, and particularly its customer service.

Date of experience: Dec 09, 2025

Poor quality with repeated issues

I bought a premium ice bath, but the seals broke within six months, leaving it deflated. They agreed to a replacement, but the same issue occurred a few months later. This clearly indicates a manufacturing problem, yet they refuse to provide a refund or another replacement, only offering a discount on a new model. I will not purchase from them again after this experience.

Date of experience: Dec 06, 2025

Good sauna but slow to heat up

The sauna is good, but it takes over an hour to reach maximum temperature, which is disappointing. Even after 20 minutes, the temperature remains low, requiring it to run for several hours to reach the desired heat. There are also some issues with connecting via Bluetooth. While it looks nice, the heating time is a letdown.

Date of experience: Nov 27, 2025