Planning to take them to court
Planning to take them to court, contact Contrast Anerley if you had similar experiences and you want to talk. After getting the wrong sauna in a week before installation they emailed me to try to convince me to either to take that with a 500 apology or take a refund, they said if I would wait for the model I wanted it would be around 8 weeks. I really wanted the model I paid for so I asked them if I could have the display model from the showroom as I was going against a deadline to open my business, they said it was dirty and I said I will clean it no problem. I accepted the 500 which now they are saying that it was discount for the display model, but there was never a mention of that as display models go for much less than what I paid for and they actually should be working nonetheless perfectly. The dirt was not a problem, the wood was easy to clean, but the model was unnecessarily drilled into and damaged and the heat would not climb more than 65 degrees. We sent them videos with massive gaps in the glass, wood and multiple issues. We covered it in tape and insulated it to the best of our ability, but the max has been 80 degrees after 3 hours of running. After exploring different options like having a carpenter to fix it, we said we dont want a patch up product we want a replacement, apart from the 500 refund for the mess up we had no other discount for the display product. It took 3 weeks for them to approve to change the faulty product because we had to wait for the owner to physically come to the UK from holiday, email or telephone was apparently not an option and our business was practically forced to be put on stand by. They finally agreed to change it, they said the new sauna would arrive in the UK and we would arrange delivery the following week, two weeks later no one had called when I called they said it had just arrived but the person that does the scheduling is on holiday. The next day the sauna broke down completely there was suddenly a way to schedule the replacement, and that was 10 days later! During this time I had to close down my business as the help they offered was practically non-existent apart from a few chats with the installer I just had to wait as they refused to send someone over to look at the faulty item. When I got a solicitor involved the owner called to harass me and cancelled the delivery of the new product, screaming at me that I had no warranty, that I got what I paid for and that this is not a commercial sauna is a domestic sauna. I have proof from his head of sale that we are talking about licensing, he is referring to the sauna as commercial sauna plus it was bought by a company and not an individual. They are also trying to say I have ordered a product which was not in stock although I have email from them that they got in the wrong order. Save yourself from unnecessary drama, because if you want som support if things go south, you most likely will not find accountability or support in a reasonable manner.
