Just had sauna installed and Rob and team from CSL did a fantastic job. Very friendly and professional. Confirmed requirements at the start and liaised throughout to make sure expectations were met. T... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
We recently bought a sauna from Polhus and overall we are very happy with both the product and the customer service. The sauna itself has a really lovely quality – solid materials, beautiful desig... See more
Company replied
Purchased a Loke sauna last year and was supported at all stages by the excellent after sales service. The kit arrived well packed and with no issues. Wood quality was exceptional with precision cut p... See more
Company replied
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 Cla... See more
Company replied
Company details
Written by the company
Polhus was founded in 2001 in Mora, in the heart of Sweden. For over 20 years, we have been selling and manufacturing garden houses, sheds, saunas, hot tubs, and other wood products that make it easy to enjoy outdoor living. Our affordable kits are easy to assemble, crafted from high-quality timber, and designed in a Scandinavian style. Over the years, we have helped fulfill thousands of dreams by delivering over 15,000 wooden houses, outdoor saunas, hot tubs, and more across 11 European countries.
Contact info
Djäknegatan 31, 211 35, Malmö, Sweden
- +46 10 889 99 70
- contact@polhus.com
- www.polhus.se
4.1
Great
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 92% of negative reviews
Typically replies within 2 weeks
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COMMUNICATION SUPERBE!
Absolutely wonderful communications. The company representative Ahmed, sorted a problem with the intermediary delivery company in the U.K. very quickly. It is refreshing to deal with the representative of a company whom both obviously take their business seriously. My experience so far from Polhus in general has been outstanding.
Merci Bien!
26 July 2024
Unprompted review
Reply from Polhus
Hello Griso,
Thank you so much for your fantastic review!
We’re delighted to hear that Ahmed could help resolve the delivery issue so quickly and that your experience with us has been so positive. Thank you for taking the time to write this.
Best regards,
Tove
Polhus
Really prompt and helpful
Really prompt and helpful
both via email and phone
25 July 2024
Unprompted review
Reply from Polhus
Hello,
Thank you for your kind words! We're happy to hear about your positive experience with our customer service. Your satisfaction is our priority!
Best regards,
Titze, Polhus
We had an issue involving our sauna…
We had an issue involving our sauna delivery and received exemplary customer service from Ahmed who resolved the issue promptly . Great job, two very happy customers.
Many Thanks
Phil and Isobel Wiseman
12 July 2024
Unprompted review
Reply from Polhus
Hello,
Thank you so much for your feedback.
We're glad we could help promptly. Ensuring your satisfaction is our priority.
Best regards,
Ahmed Wertatani, Polhus
Quick and helpful response to a change…
Quick and helpful response to a change of delivery address.
11 July 2024
Unprompted review
Reply from Polhus
Hello,
Thank you for your feedback! We're glad we could assist quickly with your delivery address change.
Best regards,
Ahmed Wertatani, Polhus
Best customer service I've ever experienced!
From the moment I placed an order, I received the most friendly, professional and prompt support from Ahmed, from the customer service department.
All my questions were answered and the assistance far exceeded my expectations.
This is by far the best customer service I've ever received.
11 July 2024
Unprompted review
Reply from Polhus
Hello,
Thank you for your kind words! We're happy to hear about your positive experience with our customer service. Your satisfaction is our priority!
Best regards,
Ahmed Wertatani, Polhus
Incredible Service
Nothing but good things to say about the service from Polhus. They have always been incredibly helpful and efficient, can't recommend highly enough
1 July 2024
Unprompted review
Reply from Polhus
Hello Aaron,
Thank you so much for your kind words!
We are happy to hear about your positive experience with us.
Your recommendation means a lot to us.
Best regards,
Ahmed Wertatani, Polhus
I haven't received the sauna I ordered…
I haven't received the sauna I ordered yet from Polhus so can't comment on the quality of the item.
I found the ordering process difficult. I ordered a reassembled sauna then asked it to change to flat pack option with assembly on site. It was difficult to get hold of the team. They initially offered me a refund fir the difference then 3 days later increased the price by £900. When I questioned the original fee ( 900 cheaper) they were defensive and didn't acknowledge that they had put their prices up after I place my order. I have been disappointed so far.
3 June 2024
Reply from Polhus
Hi Kathryn,
I'm sorry to hear that the ordering process has been frustrating.
As you mentioned, you changed your order from a preassembled sauna to one with on-site assembly, and finally decided to assemble it yourself. From what I can see, the sauna was already in production at that time. This unfortunately led to a mix-up in our system, which caused the price changes.
We apologize for the confusion with the prices and we value your feedback. We hope you'll enjoy your sauna once it is in place.
If you have any further questions or need additional assistance, please don't hesitate to contact us.
Best regards
Tove
Polhus
Great company to deal with.
Incredibly good customer service and advice. Very responsive to questions and always quick to give help. Great value for money and very high quality products.
Sauna buildings are very robust and also very easy to self assemble.
4 June 2024
Reply from Polhus
That's fantastic feedback Peter– thank you! We're thrilled to hear that you had such a positive experience with our customer service and that you're enjoying your sauna.
Best regards,
Nicole
Polhus
Great service
Helpful sales person keeping communication up to date and helping with our buying options. Just waiting now on a delivery date 👍🏻
4 June 2024
Reply from Polhus
Dear Paul,
Thank you so much for your wonderful feedback. We're delighted to hear that you're satisfied with our customer service. It means a lot to us.
Best regards,
Nicole
Polhus
Great communication
Communication with Polhus is extremely good. They reply within a day and help where possible. We ordered the sandhamn garden house and de delivery took some extra time (delivery company) but because Ahmed from Polhus kept us informed all the time we had trust it would be okay. We are very happy with the house itself. Also here, very easy communication when we had questions during the building. Over all very content with Polhus/ costumer service.
5 May 2024
Unprompted review
Reply from Polhus
Hello Eva,
Thank you for your kind words! We're happy to hear that you had a positive experience with our communication and customer service.
Enjoy your new space!
Ahmed Wertatani, Polhus
Just so helpfull,and very quickservice .
22 May 2024
Reply from Polhus
Dear Stephen,
Thank you for your kind words! We're pleased to have been of quick assistance.
Hope you have a wonderful summer!
Best regards,
Tove
Polhus
Great service and lovely sauna that…
Great service and lovely sauna that wasn’t hard to erect !!
9 May 2024
Reply from Polhus
Hi Nicholas,
Thanks for the positive feedback! We're thrilled to hear you're enjoying the sauna.
If you have any questions or need assistance in the future, don't hesitate to reach out. Have a fantastic time relaxing in your new sauna!
Best regards,
Tove
Polhus
Very happy with the item
Very happy with the item, delivered on time as promised and professional service from POLHUS team, really recommend!
20 April 2024
Reply from Polhus
Hi Marcin,
Thank you so much for your review! We are really happy to hear about your positive experience with us. If you ever need anything else, feel free to reach out. Have a wonderful day!
Best regards,
Tove
Polhus
Every thing was exactly as expected
Every thing was exactly as expected, apart from the delivery which took 9 weeks not the maximum 6 weeks as promised. However once here it was relatively easy to build and the quality of the product is amazing. It has been up for 2 months now and we use it 3 to 4 times a week. Heats up super fast and is a joy to use.
19 May 2024
Reply from Polhus
Hello Gordon,
Thank you for your feedback. We apologize for the delay in delivery, and we appreciate your patience during this time.
We're thrilled to hear that you're enjoying your sauna and that it's living up to your expectations performance-wise. It sounds like you're getting plenty of use out of it, which is fantastic!
If you ever have any questions or need assistance, feel free to reach out. Thanks again for sharing your experience with us!
Best regards,
Tove
Polhus
5* build, but let down by long delivery times
Most importantly, the building (sauna Jorma 44mm version) is of exceptional quality - really , really good - and putting it together was an absolute breeze. I’m delighted with that side of it. The reason I give 4stars rather than the 5 (which I’d happily give for a review of just the building) is the customer service and delivery to the U.K. I paid for this on 20th February but didn’t actually receive the item until 25th April. The item was showing as 5 in stock, with a delivery time to the U.K. of 15-20. As I’d heard nothing by 18th March, I politely enquired as to when I may expect my order to arrive- I received a curt response advising me, again, of the 15-20 working day timetable, but no estimated delivery date still. After a bit of email exchange requesting clarification, it turns out the 15-20d is from their dispatch date, not your order date - the order was dispatched 7th March, but they don’t inform you of this. I then had an absolute debacle with their U.K. based delivery company, but that is outside of the control of Polhus. But all in all, it was an overly long, poorly communicated process to actually receive the order. However, as I started, the wait was worth it, as the build is 5*.
20 February 2024
Reply from Polhus
Hello Ian,
Thank you for your detailed feedback. We apologize for the delay and any communication issues you experienced with the delivery process.
We're glad to hear that you're pleased with the quality of the sauna and we hope you enjoy your new sauna to the fullest. If you have any further questions or concerns, please feel free to reach out to us directly. Thank you for your patience and understanding.
Best regards,
Tove
Polhus
I really don’t get it with Polhus
I really don’t get it with Polhus. They want feedback on how my project went and my experience.
The point is that I don’t have my sauna and Polhus don’t have my money, so no-one is happy.
But Polhus carry on as if everything is fine.
17 December 2023
Reply from Polhus
Hello David,
We're sorry to hear about your frustration. Please feel free to contact us directly so we can address your concerns and work towards a resolution.
Best regards,
Tove
Polhus
Reply from Polhus
Thank you so much for your wonderful feedback, Larissa! We're delighted to hear that you're satisfied with our sauna and that you appreciated our customer service. It means a lot to us. Thank you for recommending us!
Best regards,
Katriina
Polhus
Good quality Gazebo
Good quality Gazebo. Instructions a little vague but we were able to build it ourselves with just a few queries - these were answered quickly. Overall very pleased.
1 May 2024
Reply from Polhus
Hi Mrs E Crozier,
Thank you for your feedback! We're glad to hear that you're pleased with the quality of the gazebo. We're sorry that the instructions were a little vague, but we're happy that we could assist you with your queries promptly.
If you have any further questions or need assistance in the future, feel free to reach out. Enjoy your gazebo, and we hope you have a wonderful time using it this summer!
Best regards,
Katriina
Polhus
A quality product
The sauna is very well designed and was easy to assemble. I would highly recommend this to anyone considering buying a sauna from you
25 April 2024
Reply from Polhus
Hi Margaret,
Thank you for your wonderful feedback! We're thrilled to hear that you found the sauna well-designed and easy to assemble. Your recommendation means a lot to us!
If you have any questions or need assistance in the future, don't hesitate to reach out. Enjoy your sauna!
Best regards,
Katriina
Polhus
Instruction were dreadful
Instruction were dreadful. Nothing was labelled, we had to work everything out ourselves by measuring each piece of wood. It took days and days to assemble with 2 v capable men.
3 April 2024
Reply from Polhus
Hi Carlie,
Thank you for sharing your feedback with us. We're sorry to hear that you had difficulties with the assembly instructions. Your experience is important to us, and we're currently working on replacing some of our manuals, particularly for more complex products, to make them clearer and more user-friendly.
If you have any specific suggestions or need further assistance, please feel free to contact us directly.
Best regards,
Katriina
Polhus
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