Primal Ice Reviews 47

Do not buy from these guys. Bought mine on the 9th of April and was told a 1 week turnaround
Waiting 8weeks and nothing. Ended up asking for a refund
Terrible decision going with them in first place

I ordered a cold plunge on Feb 1 expecting shipping would occur within 2 weeks as stated on their website. After 3 weeks, customer service repeatedly assured me it would ship “next week.” Many promises were made especially when I attempted to cancel my order. After a full 6 weeks of complaining loudly and trying to cancel, I finally received the product. I used the plunge a few times per week for 6 weeks before the chiller flow dropped in half. 4 weeks later the chiller completely failed. To their credit they owned the failure and promised a new chiller. It has been over a month and I’m still waiting for my replacement chiller. Same shipping promises as before. During this entire time the website states “in stock” and “available for immediate dispatch” which I find quite deceitful. I’m posting this so prospective customers can factor this experience into their purchasing decision.

TERRIBLE EXPERIENCE!

If I could rate zero starts I would! They have now sent out 3 chillers with the same issue. I've literally got all 3 chillers and they refuse to give me a refund because I threw out original packaging for the first one. Which against Australian consumer law. You don't actually need original packaging to request a refund of a faulty product. The 3rd chiller they sent me was in disgusting used condition Spent over 7k with these guys thinking I was backing a good honest aussie company!

Quick to respond to emails, slow to take action.

I ended up having to go to ACCC and consumer protection as despite promise after promise they consistently fail to deliver.

Broken pump took months to get a replacement (at least they replaced it), then the chiller fans failed. Basically got jerked around with false promises of new fans, new chiller, upgraded chiller.

Although the chiller had issues I genuinely thought they were helpful and would rectify however after months of back and forth without resolution I’ve realised they’re just a scam company and have no intention at all to resolve the issue.

Terrible customer service!!!!

Ordered an ice bath and chiller combo for over $7,000. The first chiller was faulty and, instead of offering a refund, the company sent a replacement. The second replacement also developed faults and again a refund was refused. A third replacement arrived used, with dirty filters, and was quite clearly used and not brand new.

Despite multiple failures, the company has continued to refuse a refund. I am now considering legal action to recover my money under Australian Consumer Law.

Chiller broke shortly after buying. Customer service was terrible. Do not recommend

It’s been over a month and the communication is frustrating. Wasn’t indicated about the delays until over a week after purchase even know I emailed the same day I purchased. They then indicated that I was “on the priority list” at the beginning of this month and after emailing back they said that stock isn’t due for another week to them. Which indicated to me that they likey didn’t have me on the priority list and they’re just telling that to everyone with a mass email. If I had of known about the stupidly incredible lack of communication and professionalism I would have taken my business elsewhere. Hopefully the product comes and somehow i have positive thoughts about it after trying it and might consider updating this review but im currently very much not impressed to say the least

I purchased a cold plunge tub from Primal Ice almost a year ago after unfortunately having a bad experience with another company. My previous chiller failed, and that company had already gone out of business, leaving me with no support and forcing me to purchase an entirely new setup.

After doing a lot of research, I decided to go with Primal Ice because of their strong reviews and the consistent comments about how they stand behind their products. One thing that really stood out to me was how many people mentioned that the owner, Joe, was personally involved with helping customers and handling issues directly.

Of course, I was hoping I would never need support, but after about nine months, my unit stopped working. I was frustrated because I had already gone through this experience once before with another company. I reached out to the Primal Ice support team, and within 48 hours, Joe personally contacted me. I was pleasantly surprised to hear from him directly, and it immediately reassured me that my issue would be addressed properly.

There was some troubleshooting and fact-finding involved, and after consulting with his engineers, it was determined that the ozonator had failed, which caused the chiller to continuously cycle on and off. Joe informed me that they would send a replacement unit. Unfortunately, when the replacement arrived, it had been severely damaged during shipping and would not work either.

I had to contact Joe again with the bad news, and honestly, we were both frustrated at that point. However, he assured me that he would make it right. As a business owner myself, I understand how important it is to stand behind your products and take care of your customers, and Joe absolutely did that.

He promised that another new unit would be shipped through a more reliable carrier. It took some time to coordinate, but after about two and a half months, a brand-new chiller was delivered to my home in perfect condition, and I was back to cold plunging the very next day.

I also want to mention that Primal Ice advertises that they continuously test and improve their products, and I could immediately see that was true. I noticed right away that my new chiller included upgrades and modifications compared to my previous unit.

I want to sincerely thank Joe for standing behind his product and for personally handling my situation from start to finish. Having one direct point of contact throughout the process made a huge difference, and his professionalism and commitment to customer service did not go unnoticed.

Thank you again.

— Tim

I bought an ice bath and chiller package in October 2024 from primal Ice and used it daily. Several weeks ago the chiller failed. Looking at the website it said the chillers are sold with a 2 year warrantee so I thought it wouldn't be an issue as I had only had it 18 months. I called Primal Ice and was advised that my chiller only had a one year warranty because its the older model. They did offer to sell me another one at a 30% discount but I had already spent $2450.00 in a product with only 18 months life span and didn't want to throw good money after bad. I had a close look at the chiller and found it to be the temp controller that had failed. I messaged them again and was told they do not have this part and there is no support they can offer for this chiller. This is a perfect example of designed obsolescence, it failed shortly after the warranty ran out, cannot be repaired and thus forcing you to buy a new one. I will buy a new one but it will most definitely not be a Primal Ice product.

Primal ice help support 5 star ⭐️
Helped me through everything was quick response and made my life easy - highly
Highly recommend this company as it’s Australian owned - will definitely refer more people

Amazing service with Joe! Purchased a while ago now but continue to receive messages and fabulous ongoing support. Have recommended Joe to many other buyers.

Prompt responses with every question. We set it up wrong when we moved house and Joe was great in assisting us to fix it.

I live in a unit with a small balcony and didn't think I'd have room for an ice bath.
The lite tub fits perfectly and only took about 10 minutes to set up.

I bought my inflatable ice bath 10 months in it started auto cutting off. I moved to another PowerPoint to try and tried it again still kept cutting out. Contacted primal they asked for a video of the fans on the cooling unit 3 fans had failed. So I did they then told me it wasn't covered by warranty as it was too close to the wall in the video in new location. I explained that it wasn't located there when it was cutting off but they continued to fight me on it they then promised to send out new fan 1.5month after several reminders from me I finally received 3 new fans. The new fan were not as simple as just plugging in and I had to rewire it myself which goes against Australia warranty laws.
Shortly after I had rewired the 4 fan failed I asked a new unit or another fan as it was now a major fault. They told it was now just out of 12 months warranty.

Product is really bad, constantly leaking & also chiller is super unreliable both chillers have broke with the same issue. I would not purchase ice bath from here

I'm really pleased with the product and the entire process. The delivery was seamless and packaging was excellent. Installation was simpler than I anticipated, and once operational, the chiller maintains the water at an optimal cool temperature throughout the day.

I have also provided a review on the primalice.com site, as it's the same company and the same support staff, but a different review path.



I was incredibly excited to finally pull the trigger on purchasing this unit. After researching various recovery systems, I felt like my wife had found the perfect setup for my garage and couldn’t wait to get it operational. 

Initially, once the purchase was made (over the weekend), there seemed to be a lot of aggressive marketing, chasing emails and texts to see if we were ready to make a purchase. After explaining that we had made a purchase online and to check their records, I started to look forward to the unit's arrival.



Unfortunately, that excitement was short-lived once I had the misfortune of dealing with the customer service. The poor level of communication and the blatant lack of professionalism were staggering. Dealing with them was an exercise in frustration; between the complete disregard for me, lack of updates, unanswered phone lines, and a noticeable lack of integrity in the information provided, the trust was completely broken.



My issue was that the company was sitting on my order for almost a week without dispatching it, and there was no communication to offer an update on why. My actual reason for calling was to get an update and explain that waiting extended periods for the item to be dispatched was unacceptable. What I got was something entirely different.

To be fully transparent, after the phone was put down on me by the customer service operator, and after connecting the call again, I resorted to shouting at the customer service operative due to his rudeness, tone, and unprofessionalism. As a company, I expected honesty and respect, but I didn’t get either, and against my better judgment, reciprocated those values back.

It is a shame to see a product with this much potential backed by such a letdown of a team.

I have officially cancelled my order and received a full refund. If you value your time and expect basic professional courtesy after spending significant money, I suggest looking at other brands that actually value their customers. To the owner of this company, I could only offer that Customer Services should be retrained in actual customer service and engaging with humans.

In hindsight, although I thought I had conducted the right level of research, the noticeable lack of reviews online from actual customers, ie YouTube reviews etc, only promotional clips should have had my alarm bells ringing. 



Fortunately, I have found a suitable alternative from a very reputable company, worth doing your research first, and saving yourself the unnecessary stress.

I purchased the Primal Ice Premium Barrel with the XPro chiller after seeing many reviews praising the company’s customer service, build quality, and the ability to use the unit indoors or outdoors. Unfortunately, my experience was mixed, especially given the ~$5,000 price.
The barrel itself is mostly high quality and looks great, but the built-in step feels noticeably less sturdy than the rest of the unit.
Customer service is responsive, but the information provided was often not very helpful. Delivery also took about a month longer than expected. The chiller ships separately and had to be resent after the first one was lost in transit. This was after multiple conversations to confirm tracking numbers and ensure items had shipped.
The tub arrives in a large wooden crate that must be disassembled to remove the barrel, making it nearly impossible to keep the original packaging intact if a return is needed.
Full disclosure: the chiller casing sustained some minor self-inflicted cosmetic damage before installation. When I tried to return the unit within the 30-day satisfaction guarantee, I was told it could not be accepted because the tub was not in its original packaging and the chiller was not in original condition. Realistically, both are difficult to maintain once the product is delivered and handled. Given the cosmetic damage, I was not expecting a full refund on the chiller, but I did expect some type of reasonable compromise.
I ultimately decided not to keep the unit after my contractor advised against installing it indoors next to an infrared sauna due to concerns that the vinyl tubing and plastic valves could pose a future leak risk.
This review isn’t intended to disparage the company. The product may work well for outdoor setups, but buyers should be aware that indoor installation may not be ideal and the return policy and support may not align with expectations for a $5,000 purchase.

The chiller is soooooo nice! It keeps the water at the perfect temp round the clock. The constant movement of the water through the system and the filter keep the water crystal clear with the addition

I recently bought the Primal Ice Bath and I must say I'm super impressed with the product and the overall experience.

First off, the tub itself is of excellent quality, well built, and has a sleek design. You can tell it was made with longevity and performance in mind, and the water cools down really fast. It has not only improved my plunge experience but has enhanced my entire routine. It is truly a professional-grade cold plunge, fit for the home.

There are many different choices available, and I looked at a few before making my purchase. What really sets primal apart is the customer service. From the start, Joe has been extremely helpful, knowledgeable, and dedicated to making sure that the person purchasing has the best possible experience. It is hard to find people that truly care about ensuring the best possible encounter in today’s society.

From the initial stages all the way to the final stages of the purchase, I must say this has been one of the most satisfying purchases I have made in a long time. With the quality of product and the phenomenal customer service, I would recommend the Primal ice to anyone.