Nice sauna, frustrating experience
The sauna itself is great. The customer ordering experience was a little disappointing. There was mentions of 4-5 month lead times so I ordered in early July so I would have sauna for winter. I received notice of shipment from the courier a few DAYS later which was far earlier than I wanted or expected. Shortly after speaking with courier, I received a confusing email from RO that shipment was delayed…..which was false since the courier arrived 2 business days later. My delivery point was a gravel road and the courier didn’t arrive prepared so he couldn’t move the sauna crate across gravel with his small cart. So he dumped it in the middle of the road (in a rainstorm) and I had to quickly break down the entire box and haul all the pieces into my garage. Super frustrating experience. No following up at all from RO concerning the experience until this survey email a month later.
Reply from Redwood Outdoors
Adam- Thank you for your honest and detailed feedback. While we’re so glad to hear you’re enjoying your sauna, we’re truly sorry that your ordering and delivery experience didn’t meet expectations.
We completely understand how frustrating it must have been to receive conflicting communication about your shipment, and then to deal with the challenges of an unprepared courier — especially in poor weather. That’s certainly not the experience we aim to deliver.
Your comments highlight some important areas for improvement, especially in coordinating shipping expectations, ensuring accurate updates, and following up proactively after delivery. We’re actively reviewing these touchpoints with our team and courier partners to make sure situations like yours are avoided in the future.
We genuinely appreciate you bringing this to our attention and for giving us the opportunity to improve.
Thank you again for choosing Redwood Outdoors — we’re grateful to have you in the community.