Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an accidental order for their kids trampoline on ******. I wanted bungee cords not springs. So I tried cancelling the order within 30 mins. They charged me instantly. The order was not able to be cancelled (delivery was 3 days away) and I was told to start a return once the item is delivered. I kept trying to contact ****** support to stop this delivery and that I refuse this delivery however, when I come to start a return on this item: they say they dont accept returns!!! So this company took my money right away, forced me to buy their garbage; stuck me with the untouched purchase, (it hasnt even arrived; Im actively trying to stop it from reaching me since placing this accidental order) and now they state they dont take returns at all!!!!! This company needs to be shut down. It is a shady and scamming company! I want my refund and I dont want their product. It has not arrived and I dont want it to arrive!!!

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  I have not reviewed the response made by the business in reference to complaint ID ********, and but the matter has been resolved for now. ****** has picked up the item and will give me a refund I do hope they do it quicker. But perhaps its not up to this company but rather ******. I have not received the refund yet, but should soon. 
  
  Sincerely,
  
  **** *****
  
  
  
   
  
  

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a portable infrared sauna from serenelife via Amazon.A 1year warranty was advertised. The item worked almost as advertised for three months, then just stopped working. I emailed the company over a nine week period, A representative would respond, ask for more information (wich I immediately supplied), And then I would not hear from them again. Then the process would start over. I even asked them to just provide the amperage and volt ratings on the fuse so that I could replace it myself. That never happened.

  Business Response

  Date: 09/04/2024

  a refund was made to the customer in the amount stated in the complaint $309.99 by PayPal 

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this product and used it for less than 18 months. It was nearly $300. It stopped working. I was in touch with **** and was told it was covered under warranty and a replacement item would be shipped. Under the assumption (based on what was communicated to me) we threw away the old product. I received the new / replacement item only to realize it was about 1/2 of the items. I called **** to explain the situation as their communication was ambiguous and simply asked them to ship the remaining parts so I could continue to use the product. They refused to hung up on me. I followed up with an email with no response. I am requesting a full refund at the point of $280. Purchased via ******

  Customer Answer

  Date: 10/01/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by SereneLife Home regarding complaint ID ********.
  
  Sincerely,
  
  ****** *******
  

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an AC unit from SereneLife on Amazon in the beginning of June. I had an issue with a part when I first got the unit. The company had taken a while to return my email but I did get a new part and since the unit was still functional the time was not an issue. However, last week my unit was giving me an error code not listed in the manual so I called the company and they gave me some troubleshooting options when those did not work the agent said he would email me asking for proof of purchase. I emailed him back within 30 minutes of him asking for proof of purchase. I did not hear anything back so Thursday afternoon I called back and they said the claim agent is the only one who can give me an update and that he would email me back in 1-2 hours. When I did not receive anything I called again and they said end of day. Still nothing so I tried calling Friday afternoon, but they were closed. I am emailed my case agent asking for an update that Friday afternoon. I called again this afternoon only to be told the same thing that the claim agent is the only who could give me an update and that he would get back to me within a day. I asked if he could get back to me by the end of today as the unit is not functional and I am living without AC. He said yes that he will pass that message along. After hanging up that call I emailed my case agent again. I still have heard nothing and it is supposed to be getting hotter and need AC. I have attached copies of my emails.

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My boyfriend and I purchased a 3-in-1 Portable Air Conditioner (SLP**) in August 2023 for $329.99 from SereneLife on Amazon. It worked for a week or two before getting an E5 error. The error is not in the book but from what we have searched online and tried, nothing we do can fix it. Every time we turn the ** on, it gets the error within 10 minutes. We have spent the last year doing the run around with the company because they want to force us to pay to ship it back to them to try to fix before considering a replacement. I am looking for either a replacement or a refund without needing to pay even more to ship the heavy unit. Please reach out so that I can include photos of the receipt, as they are reloading this page and clearing the form when I try.

  Customer Answer

  Date: 09/02/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by SereneLife Home regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two paddle boards last year off of Amazon. They each came with a card saying I get free paddle board seats for each one if I register my product. I did so and never received my 2 free seats. I sent a few emails that never got responses and forgot about it until last month. I emailed the company again and provided proof of purchase for both paddle boards and told them I still never got my free two seats. I got a package last week with only one seat, I was supposed to get two; one for each paddle board. I emailed back and got no response. I emailed the next day. Got no response. I have emailed almost ten times with not one response. A piece of paper that came with my one seat claims if you need support, we value our customers and want to ensure your experience is amazing I feel as a customer that I have no value at all if they can not reply to any of my emails. As a customer, I am not feeling an amazing experience with this company. I truly feel like they do not care if this is how their customer support system operates. This have been a very disappointing experience in the least. We would love to enjoy our paddle boards but cannot without the seat. Serene life has left us feeling as if we do not matter and their ethics as a business proves it. See attachments showing emails your customer support chose to ignore and also showing that products I registered are still showing pending over a year later.

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a SereneLife portable air conditioner on Amazon. When I got it, I found there was a $25 rebate offer with instructions on how to get the rebate. I registered the product in the right time frame and provided a receipt, but all I got back was a message that I would receive a "gift". I found this very strange. There was no mention of a $25 rebate, nor was there any mention of how I would receive the rebate or when I would receive. All I got was this mention of a nameless "gift". I then contacted SereneLife customer service and it was a *strange* phone call. The agent asked if I had an email associated with a PayPal account. I did. I gave it to her. So I then figured they would then issue me a rebate usingPayPal. But no. Instead, she said someone would contact me within 24 hours and so far that has not happened. Maybe they will contact me, but my rebate experience with them so far has been both negative and strange. In particular, it was really weird they asked for my PayPal information when I called. They NEVER stated that they would send a rebate check or anything like that, either in paper form or in digital form. Given my experience so far, it seems like they never intended to provide the rebate they offered, but I could still be wrong about this. Maybe they will contact me and, after all these shenanigans, provide the $25 rebate per their offer.I do have a case# from SereneLife *****************

• Initial Complaint

  Date:06/25/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Very poor customer service. I wanted to order a replacement leg G for my SereneLife Fire Table SLFPS3. I am willing to pay for shipping costs and the cost of the replacement leg G. I contacted their customer service June 13. Since then I have contacted their customer service through their email three times and talked to an individual to try to get this replacement. It is now June 25th and .....Nothing. This is the poorest company for customer service I have ever had to deal with.

  Customer Answer

  Date: 07/20/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding SereneLife Home has been resolved.

  However it took many emails and phone calls. In the end they sent me the wrong item number but I made it work. Horrible company for customer service.

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought product from Amazon and stated hassle free 1 year warranty. Product failed within the year warranty. When filing claim company stated would be require to pay shipping both ways and will take 4-6 weeks to replace/ repair. I ask if I shipped the item back can they send me a new unit. Was told no. Required to pay for shipping both ways. The cost of shipping is more than I paid for item. I also offered to take to a local repair service to verify it had failed. They just apologized saying only way to get unit fixed or replaced is to pay shipping both ways. After reading many reviews with customers having same issue seems to be a way for company not to honor warranty.

  Customer Answer

  Date: 07/05/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by SereneLife Home regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Amazon I Purchased a swimming pool made by SireneLife. Purchased in September 2023 because it was on sale. After it arrived, I checked the list to make sure all parts were enclosed and they were all there. I stored the complete pool contents inside my home until May 2024. I set the pool up on the prepared site and began filling with water. After a short time, I noticed water outside the pool. After a very close inspection, I found a small hole in the bottom of the pool liner. I have reached out to the company through their website twice. Leaving full details. I even told them I could just keep all the other parts and they could send a replacement liner, saving them some on shipping. I told them I could send the defective liner back to them so they could see it themselves. Otherwise, I can return it all for a replacement or refund. The company will NOT RESPOND! On Amazon, they have excellent reviews. However, on this BBB site, the reviews are terrible. The company either doesn't respond at all or they refuse to stand behind their products!