Miguel, I am 34 years old, +41 767 610 767 For any help. We needed the sauna as one member was very ill, for detox.
August 2019. Delfin Wellness (DW) promoting the outstanding reliability, craftmanship, and customer service, sells a 12000 Euros Infrared Sauna to us in Switzerland. Money paid in full and in advance. Then issues start. First no bill for such advanced payment. Second with the lead time promised to deliver the sauna, much delayed, with final shipment end October 2019.
Sauna comes (1) the wooden bars to slide in the seating bench are wrong. Those of another sauna came. (2) The color therapy device, which figured in the importation bill, was missing, and also its drilled fitting in the ceiling. (3) One of the columns is defective broken wood.
DW replies that (1) I give pictures so they know which bars should they send. (2) They do not believe their mistakes but an internal check reveals them. (3) as not very “visible” no substitution, my issue.
I contact DW to tell them “sorry but no”. After intense negotiations they initially agree to pay for, after approving a carpenter quote that I, myself, using my time, should provide, for drilling the light device. Also that they will ship the missing light therapy device. They mandate that I stay with the defective column as “it is barely visible”. They agree on shipping new wooden bars immediately.
A week later I receive the bars. We accomplish the next assembly step. But… yep DW while shipping on a second shipment the Light Therapy Device has included a full bill of the whole original sauna. And this despite me clearly telling them in writing after liaising with Swiss Customs. Assembly stopped again.
December 2019. Swiss Customs demands from me another circa 1000 Euros import payment. I start calling transport company and Swiss Customs to manage the issue. DW provides 0 and insist cero support. Finally, a wonderful person in Swiss Customs suggests I do not accept the parcel so it goes back to Austria to DW. DW on top of all inexistent support is by that time turning impatient and operating on broken record mode “we have done it all perfect”.
Mid December 2019, the matter escalates internally in DW, always prioritizing how to spare support costs rather than solving the issues they have created themselves in the best way possible for the customer. As a consequence, they undo the decision on the carpenter quote. They will ship not only a Light Device, which until this moment they have not been able to ship correctly since payment in August 2019, but also a new ceiling for the sauna. What would happen to the first ceiling already in my house? I am told I will need to figure it out myself .
January 2020. I get the light device. However, I cannot finalize the assembly, missing ceiling. 10th January 2020, the new ceiling comes with the outrageous request that I pay 72 CHF, no bill, no detail, no nothing. As I check, the ceiling shipped is a completely different design with a double thickness in only three out of the four sides, which therefore makes the sauna open from the back wall. So no “hermetically” closed cabin, again a mess. I do not accept the pack. Moreover, the door to the sauna (which we mounted to test that nothing else was defective), all glass and pretty heavy, slides through its hinge (which was fastened as strong as possible), thanks there was no one to be harmed, but the safety concerns are impressive.
I send an email to more than 5 DW people with all that has happened, no reply. Finally, in February I am called by DW customer service, and we agree to have the ceiling returned and compensate me (a bit over 1000 Euros) with the original price of it. Two weeks pass, no answer. Then the first sales person calls, and says he does not have record of such agreement and that I must accept the ceiling.
This is the point when I say “Enough is Enough”. That if they decide not to support, again, I will write a review....