Polhus Reviews 1,198

Really easy to order, all the information you need is easily available.
I'm very happy with my order which is being delivered on Monday 15th December.
Thank you

Superb from start to finish.

Really easy to order and lots of choice

Order quoted & placed.
Money paid.
Order acknowledgement received - contract in place.
"We don't deliver to Northern Ireland"
Order clearly states delivery location and fee for same (£0)
Polhus fail to honour contracts they have themselves confirmed are acceptable.

Aaron and Dylan were great installing our sauna - really friendly, super helpful and got it done very efficiently despite the rain and questions from the children (and me)! Thank you both.

Incomplete delivery and poor quality, but customer service does not respond

The door handle is also made of very cheap material and, after barely using it, was already covered in scratches. After three months, with hardly any rain, the door handle was completely rusted. This is just an indoor door handle and not suitable for outdoor use. And since the dimensions of the door handle deviate from standard sizes, we were forced to replace the entire key system with something suitable for outdoor use.

The window handle is so cheap that it came completely loose after only two uses. The hinge itself is so stiff that you can barely open or close the window with the handle. We had to replace this as well.

But there were more things that were incomplete or of very poor quality. Since my previous review was 'coincidentally' buried under a massive of reviews, I'll post it again below. Because after my previous review, Polhus 'spontaneously' offered a giveaway via email: write a review now and win a free water barrel for your sauna.

I've emailed Polhus more than five times, but haven't received a single response. I've given them my order number (100964) every single time, but they never respond, except with the standard message: "Email us your order number so we can check it."

My previous review:

Before you buy anything, they're very friendly, but once your order is placed and you've put all your money on it, they're rude and not reachable any longer.

It started with a wrong planning by Polhus, which resulted in the wood lying in the garden for weeks. Luckily everything was well packed, so it was protected from the bad weather.

The very sparse manual (the same as the one on the website) was printed zoomed in, eliminating a third of the text and drawings. The manual contains minor errors that are easy to overlook as an inexperienced DIY'er. The videos often don't correspond to the house type, leaving you to figure out how to fix it yourself.

The supplied nails for the roof and floor were faulty. Firstly, there weren't enough. Secondly, the size was completely different from what was stated on the packing list. The local wood store found this very strange and advised us to buy the nails from the packing list ourselves because the others were "too short and too thick." This cost us 400 SEK (40 euro's)

The floor tiles (under the insulation) hadn't been delivered at all. I emailed Polhus about the nails and the missing parts, but they never respond. To avoid further delays, we bought the tiles ourselves, which also cost 600 SEK (60 euro's)

One of the decorative moldings (for the corners) was delivered too narrow. We then cut a molding ourselves from a leftover plank.

To install the insulation in the walls, a wooden frame had to be built. Not enough beams were supplied for this.

The construction time of 2-3 days is very optimistic. Even with a lot of experience, count on at least 5 or 6 days. And that's only the walls of the house + roof, made of untreated wood. If you include primer and painting, it will add a few more days.

My order was significantly discounted a few days after I ordered it. I was still within my cooling-off period, but the order had just been delivered, so returning it wasn't an option. Unfortunately, Polhus refused to show any leniency. I didn't even need the full discount, but a small compensation would have been very kind. However, the customer service (I won't mention names) was very unfriendly and not customer-focused at all.

I find it truly unacceptable that a company would leave customers who bought over 100,000 SEK (10.000 euro's) in the lurch like this. Based on other reviews, I was prepared for mediocre service, but this is even worse.

Avoid this company.

Sauna is great- solid construction and great finish

Our sauna arrived within a few weeks of order - the team led by Ahmed were extremely helpful and responsive.
The installation team, led by Chris were superb - not even broken down vehicles, storm Claudia or the M25 could stop them. Made a really good job of building the sauna - great experience all round...

Ahmed Wertatani did a great job in communication and relaying my order.

The whole experience from ordering through to installation were great. Katriina was a great help with the order and Aaron and Dylan were excellent: the installation was quick and done to a high standard.

It's incredibly scary buying a product that you don't know much about online. There are just so many scams and fraudsters out to sell you a dream that they then don't deliver on. I've been stung recently by a local company so I was especially wary when choosing which company to trust to supply & install a sauna for us.

The sales call was the first really positive experience. I was given really helpful, structured guidance on all the decisions I had to make. It didn't feel like a sales call, just a conversation with an expert who was helping me order exactly what I wanted.

Communication post sales re delivery wasn't great and I had a few anxious days in which I couldn't connect with anyone to update me on when my sauna would actually arrive. The scam monsters were whispering their scare stories in these days.

But once I found someone to talk to - number on their website does take you to a real person - I was reassured & regained patience and trust.

The delivery driver was incredibly helpful & kind and then as planned the installation team were here the next day.

They were just amazing. Polite, efficient & skilled they nearly had the whole sauna & stove fitted in a day but ran out of light so rather than rushing it & cutting some corners they came back the next day (at least a 2 hour drive each way from where they live.)

It looks fabulous - I think above and beyond my expectations.

Everyone I've had direct dealings with in the process has been absolutely lovely. It has restored my faith in humanity & craftsmanship - there ARE still good people and good companies who care to give customers a good experience.

Apologies that this is such a long review - but it's a big purchase. It's important to get it right and on this occasion we have.

Rob and Gary from CSL construction arrived a day early and constructed the sauna in an afternoon quickly and efficiently.

Rob and Charlie did a great job when they came to build my new sauna . They arrived early and were very speedy. They obviously know the product well and it was all seamless . They carried everything in to the back garden and were generally very helpful .
Just a note to get rid of the rubbish /left over materials yourself as they do not do this .

I thought I was done with this company after the debacle with the Sauna that arrived with a tree sticking out. Then a new sauna arrived the second time with a broken roof. Unfortunately 2 years ago I ordered a hot tub from them. The fastenings to the door which hold in the glass broke. I ordered another door. Paid on 22nd September. Chased a few times, and today i'm told there was a "glitch" in the system and it hasn't ever been ordered, 9 weeks after paying. I wouldn't trust any of the positive reviews are genuine.

I purchased a wood fired sauna for my garden. Pre purchase I contacted Ahmed for advice on which stove to buy, he was very helpful and efficient.
I ordered and the goods arrived within 4 weeks (quicker than originally quoted). One piece of chimney damaged on arrival, Ahmed quickly sorted this for me. All in all excellent service and a superb sauna. I paid a professional chippy to build it, 4 full days work. I'm pleased I didn't do it myself, would have been quite fiddly and taken me a lot longer.

Really well packaged, excellent quality 90mm wood and all fitted together nicely. Well pleased with it all.

Terrible aftercare service.

I signed for a sauna delivery unchecked.
They sent out damaged goods which were photograpged on opening of the pallet.
They tried to blame the courier for damage inside the pallet.
I have call logs of times when I tried to contact them. I have a independent witness statment and photographs of the pallet when opened with the damage evident.
It is not the point of the money I have to spend to replace the damaged glass door delivered it is the principal behind goodwill and aftersales service.
Which Polhus have none of.
Avoid buying unless on the day of delivery you can get the courier to wait while you open a 2400mm x 1200mm pallet with all elements to be checked.
You would need to allow at least 30 minutes and have a considerable space to place the contents of the pallet.
I am sure we have all experienced delivery drivers that will wait around for at least 30 minutes.

Very pleased with my Sauna we’ve been using it 3-4 times a week !!!

Be very careful about purchasing a Sauna from Polhus. I would never usually review badly on Trust Pilot however the service and lack of customer service resulting in having to cancel my order after 5 weeks of awaiting delivery was shocking. Be very careful prior to giving Polhus your money. They won’t deliver on promise of 15-20 days and seems to be struggling with fulfilling orders, but will chase you to pay.

Good delivery service. Great aftercare. Excellent quality product