The Sauna HeaterReviews of thesaunaheater.com

Response from The Sauna HeaterAug 24, 2026

Hi Matthew, Thank you for the honest feedback, and it was great connecting with you over the phone. Quick note for the future, if anything ever looks off during the build or install, reach out to us right then and we'll get replacement parts to you asap. We're here through the whole process, not just at delivery. On the packaging, we hear you on the disposal. There's a lot of it by design, we lean on our manufacturers to pack (and sometimes over-pack) these units so they survive the freight journey and arrive undamaged. It's a tradeoff we make to protect your investment, though we're always looking at ways to make cleanup easier. Enjoy that Spirit and CL5G combo, it's a fantastic pairing. Your accessory package is on the way, and we'd love to see photos once you've had a few sessions. Reach out anytime! Best Regards, Shawn @ The Sauna Heater

Response from The Sauna HeaterMar 3, 2026

Hi Don, Thank you for taking the time to share your feedback. We're sorry to hear about the issue with the mounting brackets and that's not the experience we want for our customers. We don't have any record of you reaching out to us about this before your review. We would have been happy to work with you to resolve it. That said, we've now reached out to you directly to make this right. Please check your inbox or feel free to give us a call back. We'd like the opportunity to take care of this for you. Best Regards, Roger @ The Sauna Heater

Response from The Sauna HeaterJan 9, 2026

Hi Jim, thanks for taking the time to leave a review. You’re right that we should have been more proactive once the original ETA shifted, and I’m sorry you had to follow up to get clarity. Holiday timing and inbound freight caused additional delays, but that’s on us to communicate better. On payment, your card was charged shortly after the order was placed and the backordered status was confirmed with you. Per our shipping policy, payment is due at time of order (including for backordered items) unless a different arrangement is confirmed in writing. That said, we hear your feedback and are working to make both timing and communication clearer. Looking forward to continuing to support your sauna build. Thank you again for the honest feedback. Roger @ The Sauna Heater

Response from The Sauna HeaterOct 1, 2025

Hi Ben, We’re sorry to hear the process felt frustrating and we appreciate you sharing your feedback. One point we want to clarify is the suggestion that we don’t support customers after a sale. If that were the case, we would simply direct you to file your warranty requests straight to the manufacturer. Instead, we stayed actively involved with you from start to finish while coordinating with the manufacturer, gathering the information they require, and even offering replacement parts at our cost to minimize downtime. That’s not standard in the industry, but we do it because we want to help. The warranty process is ultimately controlled by the manufacturer, which is why we had to collect photos and details before they would process a claim. While this sometimes feels slow and redundant, the purpose is to properly troubleshoot, isolate issues and prevent future issues. In your case, we have arranged for a replacement Air Tunnel regardless of the manufacturer’s final decision, since coverage on that part was unclear at first and it is not excluded under the warranty. I see the process wasn’t as smooth as it should have been, and we can certainly improve our communication up front to better explain each step. That said, I want to reassure you that providing support after the sale is a core part of what we do. Best Regards, Roger @ The Sauna Heater

Response from The Sauna HeaterNov 29, 2024

Thank you for your feedback. We sincerely appreciate it. We're happy to hear you're satisfied with the product. In the past few months, we have received a record number of requests for all our services, and hiring and training new sauna experts has been challenging. We are trying to improve the speed at which we send out our quote requests by expanding our team as quickly as possible.

Response from The Sauna HeaterSep 23, 2024

Hey Cory, Firstly, we're sorry to hear about your negative experience with the delivery that has caused your control to break. We have been in contact with you earlier, and I can see that as you stated new parts have been sent out and everything is getting handled as it should. You had a pre-scheduled delivery with TForce that has been signed off by you. It seems like there has been a massive rainstorm at the time of the delivery, which has caused the packages to soak during the drop-off. Luckily these sauna heaters are made to operate with water, so not all parts have been damaged. It seems like the control panel got damaged because of the rainstorm & we have sent you a new one as you stated. When it comes to rocks, you have ordered the exact amount of rocks (4 boxes or 133lbs) that this heater requires to operate. We have contacted you to see where the problem might be with these rocks, so we can figure out whether we accidentally sent more than you ordered and paid for, or what the situation is with the rocks. Again, we're sorry about your negative initial experience & are working with you to make sure your sauna is up and running in no time.