I am extremely frustrated with this company! Their sales/customer service has lied to us multiple times or are completely avoiding us. First, prior to ordering a very expensive sauna we had an extensive conversation with customer service/sales. We live in Minnesota and planned on putting the sauna in our garage. Some of Aleko saunas have partial floors and others have a full floor. We could not tell from the photos, but we said we HAD to have a full floor. The rep looked into it and told us that all Aleko models have now been updated to include full floors. I told him I couldn't tell from the pictures, but he told that they hadn't taken new photos yet for the website. It was actually in stock, so we ordered it. It arrived in pretty good time and we were so excited. Then we unloaded the huge crate to assemble it..NO FLOOR. The manual clearly shows only a partial slate floor, so the entire sauna is open to our concrete floor. This was our BIGGEST concern before ordering...We immediately called customer service that same day, and we were told they would look into it asap with the warehouse. Maybe we just didn't get the updated version and they have a floor available. This time I got the CS rep's name, Frank. Frank said he would either call or email what he found out, because if there is no floor we want to return it. No call or email 6 days later....I have also sent 2 emails to their customer service, no response except a generic "we received your email and a ticket has been opened", that said they would respond in 24 hrs. That was 4 days ago, no word and suspiciously enough there is no ticket # to refer to if I try calling again! I also emailed their "returns" email, because according to their website you can't call about a return? You have to email and receive an "RMA" or you can't be guaranteed a refund. Drumroll...no response from them either. This is a nightmare!!! I paid $4600 and I can't even get someone to acknowledge a problem? This is insane. I don't know if I should do a chargeback on my card, contact BBB, etc. but someone from that company needs to speak to me asap.