Verified Company
Great company! Always available by phone to help. Product was great went together flawlessly. Works great!!!
They never shipped my order, even though the on-line order status said "complete" for nearly 2 weeks. I scheduled a phone call on line to resolve the issue, and they never called me (which is the main cause for this review). I then waited over an hour to get a response on their web chat, only to find that they hadn't shipped my order.
Update: I later received a call apologizing for the mix-up. As a result, I'm updating my review from one star to 3 stars.
Reply from The Sauna Place
2024.12.04
Dear Kent,
Thank you for your feedback and for updating your review after our follow-up call. We sincerely apologize for the mix-up and the lack of proactive communication regarding your order. While we were waiting for new stock to arrive, we absolutely should have kept you informed along the way, and we regret that this didn’t happen.
We are currently in the process of upgrading our systems to prevent issues like this in the future, but unfortunately, this order fell through the cracks during the transition. This isn’t an excuse, just an explanation, as we strive to do better moving forward.
We deeply appreciate your patience and your willingness to adjust your review after our conversation. Thank you for your business, and we hope to have the opportunity to show you a smoother and more seamless experience in the future.
Best regards,
Tim Marbach
The Sauna Place Inc
Owner and President
Thank you for your feedback and for updating your review after our follow-up call. We sincerely apologize for the mix-up and the lack of proactive communication regarding your order. While we were waiting for new stock to arrive, we absolutely should have kept you informed along the way, and we regret that this didn’t happen.
We are currently in the process of upgrading our systems to prevent issues like this in the future, but unfortunately, this order fell through the cracks during the transition. This isn’t an excuse, just an explanation, as we strive to do better moving forward.
We deeply appreciate your patience and your willingness to adjust your review after our conversation. Thank you for your business, and we hope to have the opportunity to show you a smoother and more seamless experience in the future.
Best regards,
Tim Marbach
The Sauna Place Inc
Owner and President
I had an amazing experience with The Sauna Place! Their customer service is top-notch – they were incredibly knowledgeable and guided me through the entire process of choosing the right sauna and cold plunge setup for my needs. Highly recommend them to anyone looking for top-tier saunas and expert advice!
Unbelievable service! I run a commercial sauna and cold plunge facility in TN and had a heater issue. In less than an hour I had a knowledgeable person on the phone who not only set aside a heater for me, but also helped troubleshoot to ensure a replacement was even necessary (it was). I picked it up same day!
Providing feedback for you all to improve your customer service when your team makes a mistake. I believe most people are okay with dealing with a shipping delay or human error but once the error is identified and your team is still making more errors and making the customer follow up over and over again, I must admit it makes it difficult to recommend your company to friends and family.
I ordered a Thermometer/Hydrometer combo, 2 louvers and a 9kW Homecraft sauna heater. First 2 items arrived but even though the heater was in the shipping/tracking info the heater did not arrive.
Reached out via phone and was told by the rep that he would investigate and would follow up. Hours go by, I had a feeling I was not going to get a call back so I reached out via email explaining that I had not received a follow up.
Via email Jon responded that the heater was actually coming from Homecraft's ware house in Canada. I didn't get a follow up from Jon but I did receive a text from Fedex stating 2 items were being shipped to my address. I assumed the 2 items were the heater and the stones.
Heater arrived on OCT 11th, it was one package for the heater and one for the heaters controller and no stones.
Replied to Jon and Team via email - assist@saunaplace.com and team@saunaplace.com - explaining that the heater arrived but the stones did not and asked for tracking info for the stones.
No reply via email all day. Called at the end of the day, rep said he needed to do research because he didn't know which stones were supposed to be shipped with the Homecraft heater and that he would follow up with me on Monday. It's now Tuesday and I am writing this negative review because I have to once again follow up to ensure everything I ordered is actually going to be delivered. Order (#62528)
-Update: I did receive a response to todays email follow up and it does look like the stones were shipped yesterday but the tracking info was not shared me.
-Final update: I received a phone call from Brian where he apologized for the missteps and communication issues.
Everyone I interacted with was very nice and I do like supporting local and small businesses. Regardless of my experience it does seem like they will be working on improving their internal process and procedures.
-Fern
Reply from The Sauna Place
2024.10.17
Dear Fern,
Thank you for your honest and detailed feedback. First, we sincerely apologize for not proactively providing you with tracking information, which understandably led to frustration. We are actively working on upgrading our systems to prevent issues like this from happening in the future.
While we take full responsibility for the delays and miscommunication, we would also like to mention that sometimes we are dependent on our manufacturers, who unfortunately may not always communicate as proactively as we would like. This is not an excuse but just to provide some context.
We are glad to hear that you received all of your items, but we fully acknowledge the communication gaps and delays that you experienced along the way. Your feedback is invaluable as it highlights areas where we need to improve, especially when it comes to ensuring that our team follows through promptly and accurately even when only incomplete information might be available.
We truly appreciate your business and the opportunity to serve you. We hope we can earn your trust again in the future and show you that we can do better. Please feel free to reach out to us if there's anything further we can assist you with.
Best regards,
Tim Marbach
Owner and President
The Sauna Place Inc.
Thank you for your honest and detailed feedback. First, we sincerely apologize for not proactively providing you with tracking information, which understandably led to frustration. We are actively working on upgrading our systems to prevent issues like this from happening in the future.
While we take full responsibility for the delays and miscommunication, we would also like to mention that sometimes we are dependent on our manufacturers, who unfortunately may not always communicate as proactively as we would like. This is not an excuse but just to provide some context.
We are glad to hear that you received all of your items, but we fully acknowledge the communication gaps and delays that you experienced along the way. Your feedback is invaluable as it highlights areas where we need to improve, especially when it comes to ensuring that our team follows through promptly and accurately even when only incomplete information might be available.
We truly appreciate your business and the opportunity to serve you. We hope we can earn your trust again in the future and show you that we can do better. Please feel free to reach out to us if there's anything further we can assist you with.
Best regards,
Tim Marbach
Owner and President
The Sauna Place Inc.
I rebuilt my house this year and added a sauna. I looked at a few DIY for custom solutions and found The Sauna Place. My first call Tony answered. He was so professional and so knowledgeable and was able to confidently answer all my questions. He made the whole DIY option such a doable solution and reassured that their product was easy to follow with everything needed to make the sauna I’ve always wanted. All proved to be true. The Sauna Place and Tony made it easy and made my sauna dream a reality.
I placed an order on September 27th
Emailed them at least 5 times asking for status. No response whatsoever.
Reply from The Sauna Place
2024.10.14
Dear Mr Grunfeld,
Thank you for your review and for bringing this matter to our attention. We sincerely apologize for any frustration caused. We understand how important timely communication is, and while we didn't respond to your emails immediately, it was because we were thoroughly investigating all possible options for your specific part.
As we discussed during our phone calls on Monday, October 7th, and again on Wednesday, October 9th, the part you ordered is currently not available in our warehouse or through any (!) distributor in the USA. This is an unfortunate reality with certain specialized sauna parts, though we and our partners typically have most items in stock. The next shipment is scheduled to arrive in mid-November, and we are doing everything we can to expedite this process.
We truly value your business, and we'll be reaching out to you today to see how we can further assist you. Our goal is to ensure you are fully taken care of.
Thank you for your understanding.
Best regards,
Tim Marbach
President & Owner
The Sauna Place Inc.
Thank you for your review and for bringing this matter to our attention. We sincerely apologize for any frustration caused. We understand how important timely communication is, and while we didn't respond to your emails immediately, it was because we were thoroughly investigating all possible options for your specific part.
As we discussed during our phone calls on Monday, October 7th, and again on Wednesday, October 9th, the part you ordered is currently not available in our warehouse or through any (!) distributor in the USA. This is an unfortunate reality with certain specialized sauna parts, though we and our partners typically have most items in stock. The next shipment is scheduled to arrive in mid-November, and we are doing everything we can to expedite this process.
We truly value your business, and we'll be reaching out to you today to see how we can further assist you. Our goal is to ensure you are fully taken care of.
Thank you for your understanding.
Best regards,
Tim Marbach
President & Owner
The Sauna Place Inc.
Had one of my heater elements fail and found The Sauna Place had what I needed. This was great, as I really didn't want to deal with getting them from the OEM Canadian Company. The process to order the parts was efficient and the (CORRECT...) parts showed up quickly. I use my sauna on a daily basis and having this type service was exceptional; putting my sauna back in commission in the least amount of time. Thanks for making life a little simpler, it was a good experience... Maybe someone can start manufacturing these elements in the USA so we don't have to pay the exorbitant prices thrown at us from another country. Thanks again, Jim
Purchased a Harvia Cilindro from The Sauna Place. They were a tremendous help in determining what size would best suite my sauna build. Shipping was fast with no issues at all. Once I was ready to install the heater I called The Sauna Place to confirm some wiring questions my electrician had. They took the time to answer any questions he had and were an amazing help in making sure everything was wired properly. By far one of the best customer service experiences I have ever had!
Had some struggles at first - employee was however going out of his way to try and help us and even though we didn't realize the real solution we needed originally from the advise; the company did make everything right all said and done by helping us move away from a mechanical thermostat and into a Electrical thermostat which more than helped out issues. They only charged us the difference for the new replacement product and made sure we got things solved and taken care of. No one can get things right 100% of the time including our Business - but this company going out of their way to make things right and not charge us more when they could have is what a Good business does to take care of their Customers! We have had zero Sauna issues since which has been wonderful for our Business!
