I really wanted to love this sauna. The heat is excellent, the tent is a cool concept, and when everything is working, it’s a great experience. Unfortunately, after only about three weeks of use, I’ve had several issues that have left me concerned about the product’s long-term durability and disappointed with the customer service.
After about two weeks, while taking the tent down, the center pole came out of the compass point. I contacted Kyfe, and they asked me to send photos and a video, which I did. Their response was, “It’s not broken and will snap right in.” It didn’t snap right back in, and I was left wondering how something could come apart after only two weeks and still be considered normal. When I finally got it snapped back in, and put it up, I took it down and the pole came out again.
I also had the zipper break within the first week. When I contacted customer service, that they have seen this but only with people who have been too rough with the zipper. There is a pattern here. Not product related, it must be the customer.
There were also some things about the product that I don’t think are clear enough when making the purchase. For example, the sauna benches have metal legs. I knew they were not wood but assumed they would have some protective coating. That wasn’t something clearly communicated on the website. When I brought it up, I was told that it was indicated on the packaging when the product was delivered. That doesn’t really help a customer make an informed decision before purchasing. I would recommend adding this to the product page.
To be clear, I’m not complaining about the performance of the sauna itself. It gets hot and the concept is great. My concern is that I’m experiencing multiple issues within the first three weeks of ownership, and that makes me question what the tent and components will look like after a year or more of regular use.
I was also disappointed with how the issues were handled by customer service. I expected more effort to understand the problem and find a solution rather than being told essentially that the product wasn’t broken or that I may have caused the issue. This seems to be very common from any complaints expressed on the website. For example when a person shared that the tent was shipped inside out, They said "You should of followed directions."
I’m sharing this because I think potential buyers should have the full picture. The sauna itself is good, but based on my experience with the durability and customer service, I would not recommend Kyfe at this point and I would have spent more on something that would have better longevity and better customer service. I sent Kyfe an email and only hope that they may be willing to help resolve this because I am a disappointed customer.
