Delivery issues
While the service representatives are nice, the date they say on their site that they will deliver is wrong. Next, when they provide you with a tracker and a day and a time for delivery, it is also wrong. when they finally call you and tell you all of that is BS, and you can only find out about delivery when the delivery company calls, your project ends up at their mercy. if you are looking to coordinate a project, do not rely on anything printed in terms of timelines. O, they also don't drive on driveways so if your home is 500ft down a long driveway...too bad. If its a one lane road, go meet them at a local public place, load it into your own vehicle and drive it home yourself. They advertised this as white glove =)
Antwoord van Pure Saunas
Thank you for your feedback—we appreciate you taking the time to share your experience.
We’d like to clarify a few important details for accuracy and transparency:
• Delivery timing & tracking:
The delivery dates and tracking information provided are estimates, as outlined in the delivery instructions shared prior to shipment. Freight timelines depend on carrier scheduling, transit conditions, and terminal processing. While tracking may show that a shipment has reached a local terminal, this does not mean it is ready for delivery. Final delivery appointments are scheduled only once the carrier confirms the shipment is ready.
• Driver contact & scheduling:
As stated in our delivery instructions, the carrier contacts customers 24–48 hours prior to delivery once the shipment is ready at the terminal. When you reached out regarding the timing, we confirmed that if you had not yet been contacted, the shipment was not ready for delivery. We also proactively contacted the carrier on your behalf, after which they reached out directly to provide an update and schedule your delivery.
• Property access & delivery scope:
Our delivery instructions provided prior to shipping clearly state that saunas are delivered via a 53-foot semi-truck with a single driver and unloaded curbside or driveway only, depending on safe access. The same instructions also note that any delivery concerns—such as long driveways, restricted roads, or property limitations—should be addressed before shipment. Access beyond standard conditions is not guaranteed and is ultimately determined by the driver based on safety and equipment limitations. While we relayed your delivery notes to the carrier, accommodation of such requests is not part of the standard service and cannot be ensured.
• White glove service:
We do offer white glove installation as an optional upgrade, which is noted on applicable product pages. This service is not included by default and must be requested and arranged prior to shipment. Your order was placed with standard curbside delivery, which does not include placement, setup, or extended access into private property.
We understand that coordinating freight deliveries can be challenging, particularly for properties with unique access requirements. That’s why we provide detailed delivery guidelines in advance and encourage customers to review them or reach out prior to shipping so we can explore available options where possible.
We appreciate your feedback and will continue improving how we communicate these details for future customers.
