Jo

On Sept 29, 2022, the customer bought a barrel sauna kit there are two
types of sauna kits one is electric, and the other is wood burning this customer
choose the electric heater option. We let the customer know that she would have
to hire an electrician as we do not have any electricians, we would only assemble
the barrel sauna and place it at the desired location. On March 28, 2022, the
Sauna was assembled and installed at the desired location in the customers
backyard. The foreman and carpenters made sure all parts (electric heater, rocks
etc.) were inside the completed sauna kit. On April 28, 2022, the customer
informed us that the electrician she hired to install the heater was having a really
hard time installing 4 days of difficulty to be exact. Her electrician told her that
parts for the control were broken. This heater was brand new with plastic film still
on it when the foreman and carpenters made sure the heater and other sauna
parts were inside the sauna the heater and control were not broken and/or
missing. Our salesman kept in contact with the customer asking for the
electrician's name and number so he could call and sort out what was wrong with
the heater, the controls. On May 5, 2022, the customer informed us that she
contacted the manufacturer of the heater and they told her that the heater was
not suitable for outdoor installation. On May 6, 2022, the customer informed us
that she wanted a refund of $1000 and that she was going to make a complaint to
the Better Business Bureau and posting her experience on social media which she
did both a complaint to BBB and a video on social media claiming that we sold her
a used heater, and it was all wrong. We had sent her photos that were taken on
the day of install that the heater still had the plastic film around the heater
indicating that it was not a used heater. We order and purchase the sauna kits
from a gentleman in Amish country since we could not call him to inquire about
the heater, he had sold us the owner of Flamborough Patio drove out to speak
with him about this. The sauna manufacturer purchased the heater straight from
the manufacturer (the same manufacturer that the customer contacted) it was
not the right heater for this sauna the sauna manufacturer sold us the wrong
heater and we sold this heater to the customer not knowing that it was not the
correct heater for her sauna. As soon as we got this information, we contacted
the customer explained what had happened and apologised for any
inconvenience and issued her a refund of $1000 on May 10, 2022.
Flamborough Patio Furniture