AP
Multiple missing items from the sauna
Multiple missing items from the sauna, including the metal barrel straps needed to complete the build. Broken door latches and thermometer still have not arrived. Finally finished the build to have my electrician discover the control model on my Huum drop heater was missing a screw insert (preventing the unit from functioning). It's been 2 months since delivery and I still do not have a functioning sauna. No timeline has been provided for the missing items or broken unit.
Response from Salus SaunasMay 7, 2025
Hi Adam, Thanks for taking the time to share your experience. I’m really sorry to hear about all the issues you’ve encountered, that’s not the experience we want any of our customers to have. We shipped out the missing and damaged parts as soon as we were notified in order to make things right, and we completely understand how frustrating those delays must’ve been. As for the heater, that one took longer specifically due to a very uncommon manufacturer defect. The warranty claim process in this case was delayed further by the time it took to receive all the required documentation and verification from your electrician. Manufacturer approval is required before we can take action on our end, and unfortunately, we weren’t able to proceed until that was completed. That said, our team was ready to move forward as soon as we had everything we needed. We genuinely appreciate your patience through all of this. If anything still isn’t resolved, or if you need further assistance, don’t hesitate to reach out via email—we’re here to help.