We found the whole experience of choosing, buying and building our Sauna very easy and enjoyable. Ahmed at Polhus provided great advice and info whilst trying to select the perfect building, finish a... Ver mais
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Veja o que dizem as avaliações
J ai commandé un bain nordique il y a plus de 3 mois. ... la 16 mars exactement . Livraison prevu la semaine du 20 avril. Aujourd'hui je n ai toujours rien reçu ! Transport par schenker catastrophique... Ver mais
A empresa respondeu
Meget bra service og oppfølging av Stefan. To driftige og positive karer som kom og satt opp badstuen. Har brukt badstuen (Minna) og den er perfekt for 4 personer, med plass til 6, bra tilpasset ovn s... Ver mais
Det var nog mer jag än hustrun som längtade men efter att vi fått hem bastutunnan Loke och monterat den på ett par dagar så är vi lika förtjusta i den båda två. Vi valde att behandla den med tjärvitri... Ver mais
A empresa respondeu
Detalhes da empresa
Escrito pela empresa
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.
Informações de contato
Djäknegatan 31, 211 35, Malmö, Suécia
- +46 10 889 99 70
- contact@polhus.com
- www.polhus.se
4,1
Muito Bom
1 mil avaliações
Pede aos clientes que avaliem
Esta empresa convida seus clientes a deixarem avaliações, sejam elas positivas ou negativas
Respondeu a 90% das avaliações negativas
Normalmente responde dentro de 2 semanas
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
I found the staff very helpful and…
I found the staff very helpful and offered excellent guidance and positive approach to enable me to have the sauna I have been dreaming of owning in my woodland .
Thank you very much
2 de janeiro de 2026
Resposta da Polhus
Hi John,
Thank you so much for taking the time to share this! We’re really happy to hear that you felt well supported throughout the process.
Warm regards,
Tove
Polhus
Good product, terrible complaints handling
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.
8 de janeiro de 2026
Avaliação não solicitada
Resposta da Polhus
Hello Mark,
Thank you for taking the time to share your experience. I would like to clarify several points from a factual and technical perspective, as I personally handled your order from purchase through delivery, as well as the subsequent technical support.
While self-assembly is possible with our technical guidance, it remains a substantial construction project that requires practical experience in wood construction or general handyman skills. For customers without this background, professional installation is always recommended. We do not state on our website or in our communications that building a sauna is “easy for beginners.”
Concerning the sauna heater and your claim that it is undersized, we want to clarify that wood-fired sauna heaters are rated by nominal output, not fixed power, unlike electrical heaters. The actual heat output varies depending on fuel load, combustion air settings and the moisture content of the wood. Your heater is capable of reaching up to 14 kW, which is fully sufficient for the Timo sauna given that the walls and roof are insulated.
During our review, we also observed that your heater was overloaded with stones. This restricts air circulation between the stones and significantly prolongs the heating process. For this reason, we advised reducing the stone quantity by approximately 20%, but this recommendation was not followed.
Despite this, we listened carefully to your concerns at every stage and proposed a solution that we considered satisfactory, which you accepted immediately. At that point, your claim was considered resolved.
We regret that you feel disappointed with how the process was handled. We take feedback regarding documentation and communication seriously, and your comments will be reviewed internally to improve clarity for future customers.
We are pleased that the final result is a high-quality sauna and hope you will be able to enjoy it fully going forward.
Should you have any further questions or require assistance, you are welcome to contact us.
Kind regards,
Ahmed Wertatani, Polhus
Great website & brilliant customer
Great website, brilliant customer care.
Thank you Ahmed and Polhus.
14 de janeiro de 2026
Avaliação não solicitada
Resposta da Polhus
Hello William,
Thank you so much for your kind words!
We’re happy to hear you had a great experience, and I’m glad I could help.
Best regards,
Ahmed Wertatani, Polhus
Very well-thought through sauna kit
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.
17 de novembro de 2025
Resposta da Polhus
Thank you so much for your kind words! We’re glad to hear that Katriina could guide you smoothly from selection to assembly. Enjoy many relaxing moments in your new sauna!
Best regards,
Tove
Polhus
Generelt dårlig
For sen levering i forhold til det som var avtalt og dårlig support når det var noe problemer med installasjon. Søkte hjelp hos andre og fant ut at de selger utstyr som ikke egnet til formålet og det må byttes ut.
15 de dezembro de 2025
Avaliação não solicitada
Resposta da Polhus
Hei Bård,
Takk for at du deler din opplevelse. Det er leit å høre at du sitter igjen med dette inntrykket.
Leveringen fant sted i perioden rundt jul og nyttår, hvor flere helligdager påvirker både transport og håndtering hos transportører. Dette kan medføre noe lengre leveringstid enn i en normal periode, og dette var også tilfellet her.
Når det gjelder installasjonen, ble vi i dag kontaktet av en rørlegger på deres vegne. Samtalen gjaldt spørsmål rundt teknisk dokumentasjon og tilkobling. Manualene var tilgjengelige for installatør, og det forelå ikke indikasjoner på at dokumentasjon manglet.
De tilkoblingsutfordringene som ble nevnt i samtalen, relaterte seg til forhold i sikringsskapet. Da det ikke var elektrikeren selv som tok kontakt, hadde vi begrenset mulighet til å gå i detaljer på dette tidspunktet.
Utstyret som leveres er egnet til formålet når det installeres og brukes i henhold til produsentens anvisninger. Vi bistår gjerne ved spørsmål, innenfor rammen av tilgjengelig dokumentasjon, og anbefaler alltid at installasjon utføres og avklares direkte mellom autorisert fagperson og produsentens tekniske spesifikasjoner.
Vi er naturligvis åpne for dialog direkte med deg dersom du ønsker å gå gjennom saken nærmere.
Med vennlig hilsen,
Stefan
Polhus
Very good quality sauna
Very good quality sauna, Clear assembly instructions. Efficient delivery
31 de agosto de 2025
Resposta da Polhus
Thank you for your feedback! We’re happy to hear you’re enjoying your sauna and that everything went smoothly.
Best regards,
Tove
Polhus
One year sauna Timo review
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!
4 de janeiro de 2025
Avaliação não solicitada
Resposta da Polhus
Thanks so much for taking the time to share such a detailed review of your Timo sauna.
It’s really good to hear that it’s holding up well in the Welsh weather and that you’re happy with both the heat and the way it looks. We’re also glad you’ve been enjoying it over the past year.
We really appreciate your honest feedback on the instructions. A lot of what you mention comes down to the interior panelling, where we don’t currently give step-by-step guidance. There are a few ways to handle things like window finishes depending on experience and preference. That said, we totally get that when you’re building it yourself, clear instructions are really important.
Thanks again for your balanced feedback and we hope you get many more great moments in the sauna Timo in the years ahead.
Best regards,
Tove
Polhus
Hurtig levering - nemt hus at bygge
Vi købte et træhus (Sandhamn)hos Polhus i april i år.
Vi oplevede en hurtig levering og et hus der er relativt nemt at bygge, og en manual der er nem at følge.
Grunden til at der kun gives 4 stjerner er fordi vi oplever at der kun var én person vi kunne kommunikere med på dansk når vi ringede til virksomheden. Det er lidt en skam. Men vi oplevede helt sikkert at få en god og kompetent dialog.
Skulle vi bygge hus igen, kunne det sagtens være et hus fra Polhus endnu en gang
1 de abril de 2025
Avaliação não solicitada
Resposta da Polhus
Hej Lena,
Tusind tak for jeres fine review og for at dele jeres oplevelse med os.
Det glæder os meget at høre, at leveringen forløb hurtigt, og at både byggesættet og manualen var nemme at arbejde med.
Vi tager jeres feedback om dansk kundeservice til os. Det er værdifuldt for os at høre, hvor vi kan blive bedre. Samtidig er vi glade for, at dialogen oplevedes som god og kompetent.
Tak fordi I valgte Polhus og fordi I kunne forestille jer at bygge med os igen. Det sætter vi stor pris på.
Venlig hilsen
Tove
Polhus
Vi har ju inte fått något ännu
Vi har ju inte fått något ännu, inte ens ett datum när den kommer. Det jag vet att ni inte kan hänga om dörren på den bastu vi inte fått
1 de dezembro de 2025
Resposta da Polhus
Tack för att du delar med dig, Mikael.
Vi förstår din frustration och beklagar att du upplever att informationen kring leveransen varit otydlig. Enligt vår kommunikation har du fått ett mejl från Ronny där leveransvecka 4 bekräftas enligt tidigare önskemål. Vi beklagar om detta inte nått fram på ett tydligt sätt.
Vi tar till oss din feedback och ser över hur vi kan bli ännu bättre.
Vh,
Mimmi
Polhus
We now know there is better out there than this!
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!
27 de novembro de 2025
Resposta da Polhus
Hello,
We’re sorry to hear about your experience. We would like to clarify that all our products come with a full warranty upon delivery, and we are always ready to provide missing parts such as screws.
We encourage customers to contact us directly at info@polhus.co.uk
if they have any questions about assembly or need support. Our team is committed to ensuring every customer receives the correct parts and guidance.
Best regards,
Ahmed Wertatani, Polhus
I bought a sauna and sauna heater from…Polhus
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
18 de novembro de 2025
Avaliação não solicitada
Resposta da Polhus
Hello Clive,
Thank you so much for your rating! We’re glad to hear that you’re happy with both the sauna and our customer service, and that everything was resolved smoothly with the heater. We really appreciate you sharing your experience and recommending us.
Best regards,
Tove
Polhus
Great Product. Very poor customer service.
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.
27 de novembro de 2025
Resposta da Polhus
Hello,
Thank you for taking the time to share your experience.
We are delighted to hear that you are satisfied with the quality and design of your Vidar sauna. At the same time, we are sorry that our customer service did not fully meet your expectations, even though all your questions were answered promptly, all your calls were taken, and we explained everything clearly. When things went slightly wrong on your end, we continued providing support until you now have a finished, high-quality product.
Regarding the electrical work, we always inform our customers that these tasks must be handled by a certified electrician to ensure safety and prevent any accidents. While you chose to wire and install the heater yourself and a problem occurred, we still connected you directly with a Narvi technician, who helped resolve the issue.
Concerning delivery, there were no delays. We communicate delivery times in working days, excluding weekends and holidays, as carriers do not operate on these days. From the outset, we clearly stated that your order would be delivered within 15–20 working days, approximately 3–4 weeks.
We appreciate your feedback and hope you continue to fully enjoy your sauna.
Best regards,
Ahmed Wertatani, Polhus
Bra service och leverans
Bra service och leverans. Hemsidan har nog en del buggar som krånglade vid beställning och betalning.
26 de novembro de 2025
Resposta da Polhus
Hej Peter,
Stort tack för din recension! Vi jobbar på att göra beställning och betalning lite smidigare :)
Vänligen,
Tove
Polhus
Really easy to order
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
24 de novembro de 2025
Resposta da Polhus
Thank you so much for your rating, Steve! We’re glad to hear that ordering was easy and that all the information was clear.
Best regards,
Tove
Polhus
Kallbadtunna med ej fungerande trappa
Köpte en kallbadtunna med en stege som hade en bristfällig konstruktion. Gick ej att fästa på ett säkert sätt i tunnan. Påtalade detta för Polhus men bemöttes med att det inte var något fel på stegens konstruktion och att den inte hade för avsikt att åtgärda den. Helt ointresserade av feedback och av att ha nöjda kunder. Eskalerade till högsta ledningen men blev bemött på samma sätt. Fick rådet att skruva med andra skruvar och att det var by design att stegen inte låg dikt an mot tunnan och att skruvarna hängde i luften.
12 de dezembro de 2025
Avaliação não solicitada
Resposta da Polhus
Hej Björn,
Vi är alltid intresserade av synpunkter på våra produkter och så även i ditt fall. Vi har haft en dialog om trappans konstruktion och kan bekräfta att den överensstämmer med bilder och beskrivning på hemsidan. Trappan är säker och fästs med skruv i panelen, där slutmontering görs av dig som kund. Det innebär att vinkeln kan justeras vid montering så att den ligger an mot badtunnan. Vi har granskat konstruktionen och säkerheten och kommit fram till att trappan fungerar som det är tänkt. Hade vi sett att produkten avvikit från beskrivningen eller utgjort någon säkerhetsrisk hade vi självklart hjälpt till med alternativa lösningar.
Vi uppskattar att du delade med dig av din upplevelse och hoppas att du ändå kan njuta av badtunnan.
Vänligen,
Tove
Polhus
Trevligt bemötande i telefon och bra…
Trevligt bemötande i telefon och bra tips inför monteringen
21 de novembro de 2025
Resposta da Polhus
Hej,
Vad roligt att du är nöjd med bemötandet och att du har fått bra tips inför monteringen.
Vänligen,
Tove
Polhus
Snabb leverans och möjlighet till…
Snabb leverans och möjlighet till komplett tjänst med montering och grund inkluderat till fast pris. Bastun kom upp på bara 2 dagar och blev jättefin. Vi har bastat 5 av 7 möjliga dagar och allt fungerar jättebra. Vi är mycket nöjda!
5 de dezembro de 2025
Resposta da Polhus
Hej Jessica,
Stort tack för din fina review! Vad roligt att höra att leveransen gick snabbt och att helhetslösningen med montering och grund fungerade bra för er. Att bastun kom på plats på två dagar och redan används nästan varje dag är verkligen härligt att läsa.
Tack för att du delar din upplevelse och för förtroendet.
Vänliga hälsningar
Tove
Polhus
Ich Holzmonteur habe diese Sauna…
Hochwertiges Holz. Wirklich gute Qualität zu einem fairen Preis. Ich bin Handwerker und Monteur und installiere diese Saunen beruflich. Zu dem Preis kriegt man hier wirklich viel Qualität.
4 de dezembro de 2025
Superb from start to finish.
Superb from start to finish.
9 de dezembro de 2025
Avaliação não solicitada
Resposta da Polhus
Thank you very much for your rating and your kind words. We’re really glad to hear that everything worked well from start to finish.
Kind regards
Tove
Polhus
Really easy to order and lots of choice
Really easy to order and lots of choice
1 de dezembro de 2025
Resposta da Polhus
Hi,
Thank you for your rating and for sharing your experience! We’re glad to hear that you found it easy to order and appreciated the range of choices.
Kind regards
Tove
Polhus
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