The Sauna HeaterReviews of thesaunaheater.com

Response from The Sauna HeaterMar 21, 2025

Hi Frank, I understand your frustration, and I appreciate you taking the time to share your experience. International shipments, particularly to Canada, often involve extra steps like broker coordination and consignee name changes, which in your case caused unexpected delays. While the distributor was responsible for shipping and managing the logistics, we did our best to facilitate the changes promptly and provided updates and changes to them as they became available. That said, we recognize the process was far from smooth, and we’ll be reviewing it internally to help improve the experience for future international customers. If there’s anything still pending or that we can do to help, don’t hesitate to reach out. Best Regards, Roger @ The Sauna Heater

Response from The Sauna HeaterJan 22, 2025

Hi Bruce, We're sorry to hear about your negative experience. Could you please email us more details at [email protected]? We’ve checked our records and couldn’t find any orders or communication associated with your name or email.

Response from The Sauna HeaterDec 10, 2024

Hi Scott, While our values and approaches to business differ, we both share the same goal of creating exceptional sauna and spa experiences for our customers. For this reason, we wish you nothing but success in your future projects and endeavors. Best regards, The Sauna Heater

Response from The Sauna HeaterNov 26, 2024

Hey Brad! Our team got this sorted, and your wood-fired hot tub was delivered last Friday (19 days after you placed the order). We're sorry about the small delay. TForce outsourced the final mile to a local company, making this a bit more tricky. I'm happy we sorted this out and communicated with you. The team told me you were a pleasure to work with and deal with.

Response from The Sauna HeaterOct 22, 2024

Thank you for sharing your feedback, and we’re sorry to hear about your experience. At The Sauna Heater, we believe in being transparent about our policies, including our restocking fees, which are standard across the industry and clearly stated on our website. While we offer free shipping on sauna heaters and stones, the restocking fee helps cover the costs of shipping, payment processing, re-boxing, and handling. We always encourage our customers to consult with us before purchasing to ensure the product is the perfect fit for their needs. If a mistake is made on our part, we gladly offer free returns, but unfortunately, we cannot do the same when a heater is purchased without prior consultation regarding its suitability. We truly regret any inconvenience this has caused and would be happy to assist you in finding the right solution moving forward. In fact, we tried to offer you a free return if you covered the shipping cost back to the warehouse once we realized how deeply this situation had affected you, but understand that you declined at the time due to frustration. We're still here if you wish to reconsider. Sincerely, Veeti Sairanen, Founder and CEO

Response from The Sauna HeaterAug 25, 2024

Hello Brett! We did send you a new electrical unit as soon as possible. We were able to answer your original technical concern in 49 minutes and get the replacement part out in 3 business days after having all materials together. Sometimes we need a few pictures before sending out new stuff as we did here, we're sorry about that we know it is inconvenient. The pictures and details ensure that we can file a warranty claim for defective units and get new ones from manufacturers. They also ensure that we send the correct parts for your system, and you don't need to install something and then come to a conclusion that the issue was not in the part originally requested. We understand it's frustrating when things don't always work as they should, and that's why we're always available to help and resolve technical issues as quickly as possible. Don't hesitate to reach out to us by phone & email whenever you need us. Best, Veeti Founder thesaunaheater.com