Patio Products USA

I ordered 2 Bromic Heaters on May 10, 2020. When delivered, a fork lift went through the shipment, and it had to be resent. However, it was sent without all the parts. I have called and emailed, and they keep telling me the parts are on the way, but they never show up. I wasted $4125.41 because I can't get a response. I requested a return today November 2, 2020.

I ordered a refrigerator with a label of 1-2 week delivery time. After a week Ali contacted the company and was informed to give it 2 weeks. I called back in 3 weeks and was told there has been no movement and canceled the order and suggested I start the process over... if you want your merchandise DO NOT use this company.

Ordered a patio umbrella on 6/17. Got an immediate email saying order was being processed and would get tracking information in 48-72 hours. 10 days later... nothing. I have been on hold totalling 3.5 hours with customer service on three different days - Thursday, Friday and Monday. Yet, call their sales number and you get a person in less than 5 minutes, if not immediately. Tried the caller queue and no call back. Tried email and no reply.
I find in calling the customer service number they are also One Stop Lighting, which I have ordered multiple times from with no issue.
Ridiculously frustrating. I just want to the damn umbrella to ship or someone to say, "our bad, we don't have it". Service experience is so bad I'm not going to use One Stop Lighting and was preparing to make an order for lights for our kitchen and dining room.

This company is awful. Ordered a fire pit because site said it was in stock and would ship in 24-48 hours. I emailed several days later because I hadn't heard anything. No response. Finally, after a 2 hour wait, I got on their chat service, only to be told that it was being sent from Mfr, and after checking, they needed additional information (I had to call for them to figure this out?). Gave info, and told again it would be shipped w/in 24-48 hours. 10 days later, nothing. Waited 4 hours on cust svc line, only to be disconnected. No response to additional email inquiries. STAY AWAY! Misrepresentations on web site, no ability to contact once they've screwed up, and you'll be left holding the bag.

I am rejecting this response because: I was not confrontational and I never stated that I would cause problems I informed the company that I would file a Revdex.com complaint because I had specifically asked about the shipping and chosen this company based on their shipping claim They stated to me at the time that I placed the order that in would be no more than a week past the 7-day period before I received my product When I informed them that I would file the Revdex.com complaint because they continue to advertise their "special order shipping of 7-days!", the manager informed me that they would immediately cancel my order if I filed any type of complaint anywhere "We don't tolerate people trashing us", he told me It is stunning to me that a company threatens their customers in this way You can see from their website that they continue to advertise in this way [redacted]

We understand that the customer remains frustrated by her interaction with usHowever, the initial issue that caused this complaint was unintentional and we did offer what we believed was a reasonable accommodationWhile we understand the customers position, she has in fact received a full refund through her charge back through her credit cardGiven the levels of acrimony involved in this transaction, we believe that the customer would be better served in choosing another vendor
PatioProductsUSA considers this matter closed

Customer placed an order for a custom made umbrella which we advertise as usually being available in 7-business daysWhile we do claim that we can usually deliver custom made products in that time frame, it
is not a guarantee of any kind, and we do not promote it as such
In this specific case, we did not have the raw materials (a very specific fabric) available at the time of this customers order to fulfil her order in the usual amount of timeWe needed to purchase additional fabric from the mill and then do the cut and sew work to create the canopyWe notified the customer of the delay and offered her a $accommodation if she was willing to wait until we could deliverThe customer was unsatisfied with that offer and demanded immediate shipmentWhen informed that was not possible, customer then demanded that we pay her $in damages for every week past the advertised 7-day periodWe declined her counter-proposalCustomer then stated that she would cause as much trouble as she could for us by filing complaints and would file a chargeback with her credit card companyAt that point, we decided that it was in everyone’s best interest to decline to do further business together and the customer’s order was cancelled
Customer has already received a refund from her credit card company as a result of the chargeback processWe are unhappy that we could not deliver the product in our usual amount of time, but feel that this customer’s demands for damages are unreasonable, and her confrontational approach leaves us no choice but to decline to do business with her going forward

I am rejecting this response because:  I was not confrontational and I never stated that I would cause problems.  I informed the company that I would file a Revdex.com complaint because I had specifically asked about the shipping and chosen this company based on their shipping claim.  They stated to me at the time that I placed the order that in would be no more than a week past the 7-10 day period before I received my product.  When I informed them that I would file the Revdex.com complaint because they continue to advertise their "special order shipping of 7-10 days!", the manager informed me that they would immediately cancel my order if I filed any type of complaint anywhere.  "We don't tolerate people trashing us", he told me.  It is stunning to me that a company threatens their customers in this way.   You can see from their website that they continue to advertise in this way.  
 
[redacted]

Lots of problems with this company. First...it took me about 6 weeks to get the right product. First one disappeared (?), and then it took multiple emails to get them to send me another. Actually...they didn't respond to email. I had to call them twice until someone sent me a replacement. I received the product finally. Turns out it was too large for the space. I did not unpack it from the crate and called for a return. I was told that I needed to ship back the item (through a truck carrier) by myself and send them tracking so they could refund me (completely backwards and a real pain). Item was returned on 4/16 in original packing. They didn't refund me... I had to call them yet again to get a refund. But wait...there's more (its like an infomercial). My $2,600 item that I sent back on my own dime in new condition... I get a $1,900 refund... alas...they have a 25% restocking fee on my new item shipped directly back to them!! It is absurd. Avoid this company at all costs... warning to all... Ohh...and they also advertise sales all the time. It is their everyday price.

Review: I purchased a 4000w outdoor electric heater from these [redacted]s. After a year(unit was still under warranty) the unit stopped working. They sent me new heating elements, but no go. I asked them to replace the unit. They had me call the techs at [redacted], which I did, and they spoke with my electrician. They agreed that since both men could not be present to inspect the unit, that I could then send it back for a replacement. The woman in customer service claims that the techs at [redacted] claimed that they never spoke to my Electrician, so no return was allowed. The fact that the unit does not work, and the fact that we installed another unit that does work was not enough to convince them that the original unit was at fault, so they told me I was out my $600 purchase price. Iam in New York, so I cannot sue them in California, would cost way too much and they know that. One of the techs at [redacted] was named [redacted], and he was very rude and inconsiderate to my needs when I called a 2nd time to try and resolve this issue. I would NOT recommend anyone doing business with these [redacted]s, who clearly do NOT stand behind their products.Desired Settlement: I asked if I could return the item and have a new working unit sent to me, or have them repair the current unit. They refused both requests, even though the unit is still under warranty.

Business

Response:

We have been working with this customer since they notified us of the issues they started having in February 2016. We sent out two sets of heating elements between 2/26 and 3/3. We filed a 3rd replacement request which the manufacturer denied. We failed to escalate this and push to get the new unit sent out. We let the customer down by not following up and getting the new unit shipped out. The third request for replacement was attempted on 3/8. I will be following up with the manufacturer to have a new unit shipped out per our warranty policy as quickly as possible. We sincerely apologize to the customer for the frustration and the lack of escalation by our agent.

Review: PatioProductsUSA (aka GaltechUmbrellasUSA)advertises a custom, cantilever umbrella made with Sunbrella fabric with delivery in 7-10 days. After placing an order on June 14, on June 16 I was advised by email that "All or part of your order has been allocated and will soon ship." On June 30, I was advised that the ship date for this product would be approximately July 23. The Patio ProductsUSA website continues to offer the product with a 7-10 day delivery time. When I spoke today with [redacted], a self-described customer service manager at the company, he told me that if I made a complaint (to the Revdex.com or in any other way) of any kind against his company he would cancel my order. His words were "Don't trash us, or I'll cancel your order."Desired Settlement: I want PatioProductsUSA to facilitate a faster ship time. I want a refund of $100 for every week or partial week of non-delivery beyond 3 weeks from the order date. Since I ordered the product on June 14, that time would begin on July 5. In addition, I want PatioProductsUSA (aka/dba GaltechUmbrellasUSA) to immediately remove the claim of shipping of custom products in 7-10 days from the website and to replace said claim with true information.

Business

Response:

Customer placed an order for a custom made umbrella which we advertise as usually being available in 7-10 business days. While we do claim that we can usually deliver custom made products in that time frame, it is not a guarantee of any kind, and we do not promote it as such.

In this specific case, we did not have the raw materials (a very specific fabric) available at the time of this customers order to fulfil her order in the usual amount of time. We needed to purchase additional fabric from the mill and then do the cut and sew work to create the canopy. We notified the customer of the delay and offered her a $100 accommodation if she was willing to wait until we could deliver. The customer was unsatisfied with that offer and demanded immediate shipment. When informed that was not possible, customer then demanded that we pay her $100 in damages for every week past the advertised 7-10 day period. We declined her counter-proposal. Customer then stated that she would cause as much trouble as she could for us by filing complaints and would file a chargeback with her credit card company. At that point, we decided that it was in everyone’s best interest to decline to do further business together and the customer’s order was cancelled.

Customer has already received a refund from her credit card company as a result of the chargeback process. We are unhappy that we could not deliver the product in our usual amount of time, but feel that this customer’s demands for damages are unreasonable, and her confrontational approach leaves us no choice but to decline to do business with her going forward.

Consumer

Response:

I am rejecting this response because: I was not confrontational and I never stated that I would cause problems. I informed the company that I would file a Revdex.com complaint because I had specifically asked about the shipping and chosen this company based on their shipping claim. They stated to me at the time that I placed the order that in would be no more than a week past the 7-10 day period before I received my product. When I informed them that I would file the Revdex.com complaint because they continue to advertise their "special order shipping of 7-10 days!", the manager informed me that they would immediately cancel my order if I filed any type of complaint anywhere. "We don't tolerate people trashing us", he told me. It is stunning to me that a company threatens their customers in this way. You can see from their website that they continue to advertise in this way.

Lots of problems with this company. First...it took me about 6 weeks to get the right product. First one disappeared (?), and then it took multiple emails to get them to send me another. Actually...they didn't respond to email. I had to call them twice until someone sent me a replacement. I received the product finally. Turns out it was too large for the space. I did not unpack it from the crate and called for a return. I was told that I needed to ship back the item (through a truck carrier) by myself and send them tracking so they could refund me (completely backwards and a real pain). Item was returned on 4/16 in original packing. They didn't refund me... I had to call them yet again to get a refund. But wait...there's more (its like an infomercial). My $2,600 item that I sent back on my own dime in new condition... I get a $1,900 refund... alas...they have a 25% restocking fee on my new item shipped directly back to them!! It is absurd. Avoid this company at all costs... warning to all... Ohh...and they also advertise sales all the time. It is their everyday price.