This whole experience has been a nightmare. I scheduled an appointment to consult with a representative about the product I wanted to purchase, including details about my location and where I planned to set it up. I reside in a cold area and intended to place the unit in my garage. I inquired about needing a heated model, making it clear I had no plans to use it as a hot tub. The representative assured me that the basic model would suffice, fitting within my budget, so I went ahead and ordered it. Had she mentioned the necessity for the heated version, I wouldn’t have made the purchase. I thoroughly reviewed the FAQ and, based on my discussions with the sales rep, I proceeded with the order. Upon opening the box, I noticed a warning stating, “if ambient temps drop below 32°F for over 12 hours, the unit must be drained.” I reached out for clarification on why this wasn’t mentioned during our consultation, and they asked if temperatures would go below freezing. Yes, it’s a garage in a cold area... Then the representative informed me that since it’s indoors, the heated unit wouldn’t be necessary anyway. Why wasn’t this clarified when I was deciding on the appropriate model? She suggested that if I didn’t plan on using the heating feature, I shouldn't worry. In fact, the cold garage would enhance the unit's energy efficiency! The customer service representative I was assigned told me, “it’s your responsibility to do your research.” I believe that reading all the information on the website and consulting with a representative qualifies as due diligence. When I requested a refund, they informed me it would incur shipping costs and a 10% restocking fee. This meant I would have to pay nearly $2,000 to return something I wouldn’t have bought if the rep had asked essential questions. I posted a review similar to this one (without any offensive language) on their site, but it was never published. When I inquired, they claimed, “we receive many reviews and strive to showcase a variety of honest experiences, though not all submissions are displayed.” To them, “variety” seems to mean they only showcase the five-star reviews and one four-star review to appear credible. In the end, I had to pay $635 to return the unit, but the financing company involved claims I still owe about $750, unable to provide an explanation and refusing to contact the company. I’ve attempted to reach someone three times this week, but I’m getting nowhere. Caution is advised regarding this disappointing sales and customer service team. If you’re investing this amount of money, consider choosing a different company or simply burning $1,000 in your backyard to avoid the hassle.
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At Plunge, we’re on a mission to help people unlock greater resilience, faster recovery, and sharper mental clarity. Through our high-performance cold plunges and saunas, paired with the #1 contrast therapy app, expert guidance, and our passionate member community, we aim to make the benefits of cold and heat immersion more accessible, effective, and enjoyable for all.See more
