Jonathan S.
Delivered with broken part - terrible service
The service has been awful - buy your sauna from anywhere else. My sauna was delivered and after ensuring we had prepared the space, arranged an electrical contractor and had the time to build it, we found that the door was broken. After trying for 4 days to contact redwood outdoors via phone, messages and emails I had to schedule a call for a couple of days later. My options - wait a minimum 6 weeks for a new door to be shipped, fix the door myself and receive a small amount of cash back, or pay $800 to get a refund.
Response from Redwood OutdoorsJun 17, 2025
Hi Jonathan, Totally get how frustrating it is to find a broken part when you're ready to build — not the experience we aim for. Once your ticket came through, we responded and offered three clear options: a replacement, a local repair credit, or a full return. Our parts come from suppliers overseas, and recent U.S. tariff uncertainty has caused major slowdowns across the board — imports on the west coast dropped 9-14% in May after new tariffs hit, and global freight routes are still scrambling. We wish we could move faster to supply replacement parts, but these delays are bigger than us. We stand by the 3 solutions we offered, and we’re here if you want to move forward with any of them.