Polhus Reviews 

Beautiful sauna but major problems getting there.
Sold wrong-sized wood burner (8kW for 12-14m³ space when similar saunas only offer much larger burners). Takes over 2 hours to heat. Polhus offered burner refund as "goodwill" but doesn't solve having undersized heater.
Dangerous documentation gaps - flue instructions led to fire safety issue, bench guidance could have caused collapse. Website says "easy for beginners" but needs professional skills and I had to buy £300 brad gun. Technical support often unavailable.
Worst part: raised detailed safety concerns in writing to CEO level. Response? Just the refund offer and complete silence on everything else. No acknowledgment of documentation failures, no commitment to improve for future customers, no proper complaints procedure. Can't get past sales staff to anyone who'll actually listen.
Good timber quality but very disappointed with how complaints are handled. If you buy from Polhus, hire professionals and don't expect help when things go wrong.

Great website, brilliant customer care.

Thank you Ahmed and Polhus.

Very well-thought through sauna kit, delivered on-time and very helpful staff - Katriina helped me through all the stages from selecting to assemblying the sauna.

Very good quality sauna, Clear assembly instructions. Efficient delivery

We purchased a Polhus Timo Sauna last year and built it ourselves. I was unsure how it would hold up to our wet Welsh weather and strong winds, but it seems to have done just fine so far. We opted for the Polhus sauna heater, which heats the whole sauna very well – reaching 70–80°C in around 50–60 minutes. (It did have a few rust spots on it when it arrived, but these haven’t got any worse.)

It’s advertised as fitting 6–8 people, but you can easily fit 10 if you’re friendly! Or more if you add another small bench opposite, like we have.

MY BIGGEST PROBLEM was the instructions. They felt like they covered about 60–70% of what you actually needed, with the rest being very much “up to you”. The support team were helpful and fairly responsive, but often said things like “everyone does it differently”, which isn’t really what you want when you’re following instructions to build something. Some nails were too long, some not long enough, and some of the directions were just very unclear. The insulation setup was less than ideal and we ended up having to buy foil-backed “paper” to do the job properly. Airflow behind the panels wasn’t mentioned at all, etc., so we ended up doing a lot of additional research.

It feels like the instructions are really aimed at teams of professionals rather than DIY home builders.

We do have some building experience, so we were able to get by, but I would not recommend this specific sauna if you have no prior DIY experience.

Even so, I’m still giving the sauna a 4/5 review because we love using it and love how it looks. It might even be a 5★ if the instructions were (a lot) better!

Pre order customer service was amazing. Fast reply but incorrect responses. We discovered this after the order was delivered. The screws were missing and 45 minutes to customer care, who didn't want to help really showed how awful the company is after they have your money. We didn't end up with the slotted easy to assemble timber we were expecting which is a better product. It's all screwed to a narrow corner post. Very low quality, very poor design and very low end product with a premium price tag. Go elsewhere, be warned!

I bought a sauna and sauna heater from Polhus. Throughout their customer service has been excellent and Katriina always answered the phone. The Narvia NS heater was defective (not Polhus's fault) but they were brilliant in sorting it out to my entire satisfaction. The sauna is great and the instructions to self assemble it were very easy to follow. All in all a great experience and I would definitely recommend
polhus

Our Vidar sauna is magical. Brilliantly made and beautifully designed. Problem? The customer service is truly bad. They go missing, they don't know what they are selling, their customer care around heaters, power connection, LED lights is zero. They charged for fitting, but outsourced (to good guys) but this confused timing/delivery etc. Their team are ONLY selling to you. It's frustrating as the quality of product is good - I'd simply expect a little more attention, knowledge and thoroughness as these are not inexpensive. Do better Polhus - the sauna market is very competitive now.

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.