Honesty, pricing, process and quality scores appear once 5 customers have rated them.
About SaunaKits.com
SaunaKits.com (formerly Nordica Sauna) is America's Most Trusted Sauna Store offering thousands of products including indoor and outdoor saunas, infrared saunas and sauna heaters. All from industry leading brands you know and love.
SaunaKits.com (saunakits.com) has 571 customer reviews on The Fair Hearing, with an average rating of 4.9 out of 5.
Ordered at the beginning of the year and still no sauna. Communication is almost non-existent and any communication is canned messaging.
By John P.
It's just a bunch of people in the…
It's just a bunch of people in the Philippines. No actual store.
By Bob
Response from SaunaKits.com· Dec 12, 2025
Hi Bob,
Thanks for your comment. We’d like to clarify a couple of points for anyone reading this.
We are an online business and do not operate a public retail storefront. We don’t represent ourselves as having a physical store, and all sales and support are handled online.
We also work with a distributed team, and like many modern companies, our team members are located in different parts of the world including here in North America. Regardless of location, all customer inquiries are handled with the upmost level of care that you would expect from the #1 rated Sauna Store here on Trustpilot.
We’re proud that the vast majority of our customers have had positive experiences with us. At this time, we’re unable to locate an order or support request under this name, but if you have done business with us, we’d welcome the opportunity to help. Please reach out to [email protected] with your order details.
Chris
So far not so good.
The wrong heater was sent for use in USA. Nordica has been slow to reconcile the issue. Also the panel was damaging in shipping by Fedex. This has yet to be rectified. Hopefully this will get cleared up soon. It is now 3 heaters and the cost of 3 installations from my electrician later and it still not solved! I now have the right heater but the screws to open the bottom for the temp sensor will not turn. Multiple experienced people including the electrician can not open. Not a great experience.
By Brian
Mounting screws not flush - timer can't rotate
The screws that come with the sauna timer in order to mount it to the wall are not flush to the backplate when screwed all the way in. That means that although the timer is mounted to the wall, it cannot rotate, rendering it useless. We will have to find some nails or some other type of screw that will be flush when installed so the timer can rotate.
By Jen S.
We waited several months for our sauna…
We waited several months for our sauna to arrive. When it arrived it was damaged. The delivery company Nordica contracted with were terrible and very rude. We reported the damage to Nordica right away and we are still waiting resolution to our issue. This is now going on three weeks with no resolution. Nordica has updated us each week that they are still working on it. Furthermore we are still waiting on some of our extra purchases to arrive and have not yet gotten items we have paid for. Our sauna was originally ordered in December and it is now March.
By Jessica T.
Response from SaunaKits.com· Mar 26, 2025
We’re very sorry to hear about the experience you’ve had and truly understand your frustration. Waiting several months for your sauna, only to receive it with damage, is not the experience we want for any of our customers.
Although the manufacturer assessed the damage as repairable and opted not to replace the panel, we felt it was important to make things right—which is why we’ve arranged to send a replacement bottom panel at our own cost. That is now on its way to you.
We also want to confirm that the remaining items from your order have shipped, and you should be receiving them soon.
We appreciate your patience throughout this process and understand your concerns.
Please know that we’re continuing to follow up to ensure everything is resolved to your satisfaction. If there’s anything more we can do, don’t hesitate to get in touch!
Worst service quality DO NOT BUY FROM THEM
THIS IS MY UPDATED review as i was forced to delete my original genuine review about the company after it was dishonestly flagged by them !
Updated Review After Nordica Responded
1. Trust Issues & Poor Service
• I faced significant difficulties after placing my order.
ORDER PLACED ON NOV 26 2024
Got delivered on feb 3 even i was told sauna was in stock and ready to be shipped in week or 2 time
• My calls were ignored, and responses to my queries were delayed.
20+ calls made during this time
• I was misled multiple times about the status of my order.
• Their overseas support team had language barriers, making communication frustrating.
Sauna ships from outside of USA
2. Product & Delivery Issues
• The company charges excessive shipping fees but does the bare minimum to unload a 1,600 lb shipment
• There was no clear product description distinguishing between self-built vs. pre-assembled options.
• The assembly manual I received was not in proper U.S. English, making it difficult to follow.
• The manual lacked proper step-by-step guidance. All pictures in one page no 1 to 2 to 3 to 4 step way
3. Additional Costs & Poor Quality
• I had to spend an extra $4,000 on labor and electrical work just to get this assembled after it is not easy for a normal person to assemble in my opinion
• The materials were subpar, with wood cracking and breaking not good quality at all
• Due to unclear instructions and slow customer service, my sauna parts were damaged by weather.
4. Customer Support & Communication Issues
• I called 10-14 times but only received one callback and two text responses from there bathing brand support but did got response 4-5 times of sauna lady later assigned after my anger and turmoil about delivery being delayed for months
• Support took an entire day to respond, even when I needed immediate assistance.
• They didn’t even know my order details correctly, claiming I bought a 4-person sauna when I actually purchased a 3-person one as you see in there response
5. Concerns About Reviews & Company Accountability
• I question the authenticity of their reviews, as my experience was completely different.
• I am willing to provide proof (videos and documents) of the struggles I went through.
• After taking my money, Nordica Sauna avoided responsibility and left me to deal with all these issues.
Final Verdict
I strongly advise against purchasing from Nordica Sauna. The lack of transparency, poor product quality, high hidden costs, and unresponsive customer service make it a complete waste of money and effort.
By Lovepreet S.
Response from SaunaKits.com· Feb 14, 2025
Lovepreet,
First and foremost, clearly we failed to meet your expectations here, and for that, let me apologize on behalf of the team here at Nordica Sauna.
With that being said, I do need to set the record straight for others who may be reading this, as much of what you have outlined is not accurate.
An overwhelming amount of our reviews are positive and contradict your opening statement. We are trustworthy and 99.99% of our customers agree with that as shown by our other reviews on this very page.
The sauna kit that you purchased, which is 1,680 lbs, is certainly a project to assemble, however, we do try to make the process as easy and with as much peace of mind as is possible for such a purchase. In fact, we have sold many units of the sauna kit that you purchased: the SaunaLife 4-Person Cube-Series Outdoor Home Sauna Kit and it is one of the highest quality product offerings on our website.
You stated that we did not properly indicate that this sauna kit, which includes kit in the name, does not arrive pre assembled. I will certainly forward your feedback to the team so that we can make improvements here. However, for clarity, the product title does indicate that this is indeed a kit and not a pre assembled sauna. Additionally, our website allows our customers to filter by whether assembly is required or not, and states that "Most saunas deliver as a kit."
Regarding "excessive shipping fees" and "overpriced products": we are required in our agreements with our manufacturing partners to charge the shipping fees indicated on the product page and have no control whatsoever over shipping charges. The same is true for pricing; we do not set the price of the products listed on our website and are contractually obligated to price the units at the price decided upon by the manufacturer.
Regarding "bare minimum efforts to unload": the product page outlines that this shipment is "Curbside delivery only and will lower the items to ground level."
Regarding "extensive lies about whats going on after ordering" and "youll have to wait couple business days": unfortunately, your order did experience delays due to unprecedented holiday and peak season demand. We were notified by the manufacturer of these delays and kept you informed to the best of our ability. You were not lied to any point in time. We would never lie to our customers. However, we are at the mercy of product availability from our manufacturing partners and we do our best to keep customers informed in the rare event that their order is delayed.
Additionally, we are specifically instructed by our manufacturing partners not to provide technical support as this can create a liability. In a case such as yours, where technical support is required, we immediately connect you directly with the manufacturer who is more suitable at handling technical-related inquiries regarding their products. On that note, they have tried to reach out many times to assist you.
Regarding "diff language manuals": SaunaLife manuals are only in English and are not translated in any other languages.
It is important for us to outline for our other customers, what is accurate and what is not. If we make a mistake, we will own it and make sure our customers are taken care of. In this case, we will not tolerate false and defamatory comments to go unaddressed. Additionally, we do not tolerate our customer service team being on the receiving end of profanity, which you did on numerous occasions.
I do apologize that we were unable to meet your expectations.
Best regards,
Chris
Overall horrible experience
Overall horrible experience. Tried to cancel my order multiple times because the ship date kept getting pushed further out. After a month in a half I received an email saying my order shipped. I immediately called and they told me the order has been cancelled and they don’t know why it shipped. The package arrived after a couple days when I had to contact Nordica Sauna again telling them their stuff is on my front porch. After a few messages and a couple days I had to drive across town and ship it out myself. Nordica Sauna did refund the shipping charge and finally returned my money almost 2 months after I placed an order.
By Matthew Del G.
Response from SaunaKits.com· Feb 1, 2025
Matthew, We sincerely apologize for the frustrating experience you had with your order. During a period of unprecedented demand, our team made a mistake, and unfortunately, your order still shipped from our supplier despite your cancellation request. We take full responsibility for this mix-up and regret the inconvenience it caused you.
While we did refund your payment and cover the shipping costs, we completely understand how frustrating it must have been to deal with the back-and-forth and having to return the package yourself. That’s not the experience we want for our customers, and we are actively working on improving our processes to ensure this doesn’t happen again.
Best regards,
Chris
Low-quality product shipped from China
While the Sunray Burlington Sauna came recommended by Nordica, it’s clear this is a low-quality product shipped from China. The instruction manual is poorly translated, offering no guidance on which screws go where. The wood splinters and breaks with minimal handling, making the entire structure feel fragile (doubt it will hold up during a storm). Once assembled, the sauna’s performance fell far short of expectations. Despite running it at the highest setting for 40 minutes, I didn’t even break a sweat. Also, the Severe Weather Cover that was supposed to be included with my purchase was missing. I fully regret purchasing the Sunray Burlington Sauna and strongly recommend looking elsewhere. Save yourself the frustration and disappointment.
By Rob
Response from SaunaKits.com· Feb 1, 2025
Rob,
I do apologize that the Sunray Burlington Sauna did not meet your expectations. Aside from your feedback, we do have other customers who have purchased this specific model, and brand, with positive feedback so this does come as a surprise to us. We will certainly provide your feedback directly to the manufacturer.
One additional point of clarification that I would like to add is that none of our manufacturing partners ship directly from China. Therefore, returns are not sent to China as you indicated. We do accept returns as long as the condition of the product meets the requirements of the brand itself; these are requirements that we do not set ourselves and have no control over. All of our products' return policies are outlined on the product pages and our website for review before purchase.
As for the delivery itself, I do apologize for the lack of communication. Since Sunray saunas ship directly from the manufacturer's warehouse, we rely on them to promptly notify us of shipment and provide tracking information. We also require appointments for our deliveries, so we will provide your feedback to the carrier and the manufacturer as it is not the experience we strive for and are known to provide to our loyal customers.
Overall, regardless of fault, it seems that your experience with us was a negative one, and for that, I apologize. We have reached out to you since learning of some of these issues and misunderstandings to try and resolve them for you. I will personally review this incident to see how it may be avoided moving forward, and we hope to be able to earn your business again in the future.
Best regards,
Chris, Owner of Nordica Sauna
SaunaKits.com