We ordered a Thermowood sauna from Quality-spa and paid via PayPal. Upon delivery, the sauna was found to have untreated wood on the exterior (including the important foundation), whereas Thermowood was specifically and in writing confirmed by the supplier. They acknowledged their mistake in writing and initially offered financial compensation, which they later retracted. As a second solution, they suggested I paint the untreated wood myself, which is impossible since the sauna is already placed on the ground. This idea is also not a viable solution, as it doesn’t meet the agreed quality. Furthermore, the paid assembly costs were wrongly charged, as the finishing work is only halfway done. After this, it became clear that Quality-spa no longer wanted to provide a solution, leaving me no choice but to escalate the issue in order to get support from PayPal for a resolution. PayPal does offer a return right after dismantling and shipping at my own expense, which means I would have to hire a company and incur significant costs to get my paid amount refunded.In case of a positive outcome, we will provide an update here.
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