Patio Products USA (patioproductsusa.com) has a 3.6 out of 5 rating on OK.one, based on 102 user reviews collected here. It is listed under Home & Garden and its reputation is mixed. Opinions are polarized: 65% rate it 4 stars or higher while 29% give 1 star; The business has replied to 52% of negative reviews; 13 of them were added in the last 12 months. Last updated 2026-08-12.
Gerard was a great help! Thanks to him I am giving 4 stars where I wouldn't have even written a review at all. I had to wait over 7 long months to receive my fans and when they finally arrived I was away and my builder installed them. Much to my dismay they were the wrong blades. I called expecting a real hassle and Gerard was right there making the replacement process a breeze (no fan pun intended). Thanks Gerard!
We purchased a canteliver umbrella but ultimately decided it didn't fit our needs. I understand that the buyer is responsible for return shipping, but I never imagined that the cost to return the umbrella and base would be over $1,000 because it is considered "freight" by UPS and FedEx. Had I known this, I would have purchased locally instead of on-line. When I contacted customer service, the only suggestion they offered was to try and sell it to someone instead of paying to returning it.
Amazing service, we had an issue with one of the Infratech heaters dual element heaters. Gerard was our rep, very knowledgeable, and had exceptional customer service. No hassles - straight to the point on getting our replacement shipped. Quality Product & Quality Service
This is a good news (5 stars), bad news (Negative 5 stars), great news (5+starts) review. Good news: The initial sales experience was excellent. As a home owner buying my first LPG Infrared Heaters, I received excellent technical support to select the correct projects. 5+ Stars for the initial buying experience. Bad News: After purchasing the products it looks months for Patio Products to deliver. Their communications were poor . Never proactive, never followed through on commitments, very frustrating being unable to receive, install and use the products I paid for. Made numerous calls, often waiting on hold forever only to receive erroneous information, more false promises and no follow through. We really wanted the heaters and were getting angrier and more frustrated that we didn't get them in time to use as promise. As a result we were clearly on a path to cancel the orders and demand a refund. ( Big Time Negative 5 stars) Great news: Finally connected with an outstanding agent, Jazel Gonzalez, who immediately took ownership of the prior issues and problems, provided accurate communications based upon factual information, reset my expectations appropriately, followed up on commitments both before and after the final products were delivered as promised by Jazel. This was truly world class service and I appreciate the effort, leadership and customer advocacy and support Jazel provided. 5+ Stars for Jazel
Had excellent service from a person named Jan. He was very competent, friendly and knowledgeable. He guided me perfectly through the return process which, due to Jan, was a hundred times easier than I expected. It gave me a good feeling about the company as they stood behind their product and I keft knowing I will use them for more purchases. The original price was the best available by a wide margin over the competitors so with that I left feeling good.
Purchased a 5000 watt infrared heater made by Innova from patio products. Shipping was quick, however one of the heating elements was broken when it arrived. Replacement part was sent and received in one week. However, after a couple months of use, I found that the silicone covers for the ends of the heating elements, meant to keep moisture out, had melted and become brittle. One actually caught fire and burned through one of the wires. I contacted patio products and they referred me to the manufacturer. After two weeks and no response, I have not had the problem resolved. Patio products says they extend the warranty by one year. But what good is it if you can’t get any help. I can’t recommend either company.
Thank you for reaching out and sharing your story. I hope that everyone is okay. I'm very sorry that this happened to you and this type of delay is very uncommon. I would like to speak with you to gather information and review your order while getting a replacement started for you. I sent you a message through here asking for more information. Please reply back and we will get in touch with you. Thank you
I ordered 2 umbrellas from their GaltechUmbrellasUSA site back in July 2021 (8 months ago) that were shown in stock and ready to ship within 7 days, and still have not received them. I've contacted customer service about 15 times (every couple weeks) since then trying to get an update, and they keep saying they'll work on it. I finally asked for the order just to be cancelled and refunded, and they same automated reply - that they're working on it and will follow up. Nobody ever follows up, I'm still out almost $600 for umbrellas they've never shipped.
Wish I had read these reviews before ordering from this bogus site. I should have known when there was no rating for the product ordered. Just ordered yesterday, already took money out of my account, received a bogus FedEx tracking number with FedEx saying tracking number does not exist. Hit the "cancellation" button and it said "page not found." I should have known also when I was on hold for an eternity, but when I left a message saying I was getting my money back from my bank, boy did they call me back quickly!!!! CS woman tried arguing with me and talking over me, telling me I'm "entering the tracking number incorrectly." BULL! I'm telling everyone you're a scam site.
Hi Susie. We have been trying to reach out to you, but we haven't heard back. If you could reach out to us, we would love to hear your story and help make things right.
The patio umbrella was received damaged. I am trying to get a replacement sent. Your service provider is giving me lip service. Please send me a replacement umbrella. I will disposition your damaged umbrella however you wish. Robert Merchent 2405 Perch Cove GAUTIER, MS 39553 228-313-4652
Hey Robert, thanks for reaching out. I do see ongoing conversations with the supplier working to get this resolved for you. I am escalating this and will be following up with you directly via email to work this out. We'll get it taken care of!
I was trying to match 22 other forest green 9' umbrellas for our HOA pools. The ones we had did not have any markings or name tags that showed the maker. I was pleased that the two umbrellas I ordered came in a couple of days, were competitively priced. and were exactly what I was looking for. The customer service person was very professional, knowledgeable and helpful.
Heater ordered was damaged and had to be sent back.
Hi Mark, I see we've shipped you a replacement and I hope you'll find it was worth the wait! If you need anything else, please let us know.
The patio table arrived in excellent condition and is just what wanted, an expandable table with room for eight. Assembly was a little tricky and would suggest including in the instructions a comment that the leaf assemblies must be moved towards the center of the table in order for the legs to rotate inward to connect to the support structure assembly under the table.
I ordered a post fixture to match existing wall mount fixtures on my home. The fixture arrived in perfect condition in a very short time. Good product---Good service. Thanks.
The website was excellent. I was able to order without problems. Thank you.
Hmmmmm. Seems to be a pattern here, unfortunately. I ordered an umbrella on August 2, paid $295 at the time of placing the order, and was told it would be shipped in 7 days, in stock. 7 days came and went, no umbrella, and no email stating the shipment would be delayed due to it being out of stock. I have had the same bad experience calling their customer service, extremely long wait times, once reached someone overseas whom I could not hear or understand, then reached someone from another company altogether, Belamie Commerce? You can never speak with someone from Patio Products USA. I am being told my umbrella will be shipped September 7, but I am getting the feeling based on other reviews here that it may not ever be shipped at all. I am going to call my credit card company, dispute the charge, and cancel the "order." If it was ever an order at all.
Debra, Thank you for providing more detail, after looking into this case, a cancellation request has been filed, and so as soon as the warehouse confirms they received the cancellation request, we will automatically issue you the refund. Shouldn't take more than 24-48 hours
Very good product Easy installation Just in time for football
Thanks for the kind words, Thomas! We really appreciate it and we appreciate you. Looking forward to working with you on future projects! Don't hesitate to let us know if there's anything we can help with.
Terrible customer service. Calls to support team have you on hold for hours. Extremely unreliable shipping date commitments. Item shipment is delayed time and again with no timely update. Apparently it is the customer's responsibility to keep calling to get updates as they don't care to update their website or inform customers.
Hi Arturo! I wanted to reach out and apologize for the delay with the item. There have been some production delays with heaters and heater accessories specifically; I'm very sorry for the disappointment, I know it can be frustrating. I took a look at the ticket filed on your behalf with our phone agent yesterday and I see our Helpdesk agents have already been in touch with you. We appreciate the feedback, even when it's disappointing to read, so thank you for taking the time to reach out to us. Our customers are our priority, so we want to know where the gaps are so we can solve them ASAP. If you need anything else going forward, please do not hesitate to let us know.
Jeremy was very helpful. I had to leave a message for him and he called me back the same day. Good customer service.
Hey Fred! Thanks for taking the time to let us know! I passed along your thoughts to Jeremy and the team, he was very appreciative. Looking forward to working with you again in the future!
Customer service very hard to reach. I had to pay to ship back a return
Hi there, Douglas. I am so sorry, we are navigating many health issues within our Call Center in recent weeks, but we are working hard to get healthy again. Your return is expected in the warehouse on 8/13, so I released the credit in advance to your method of payment. Going forward, you will see it reflected within 3-5 business days. I appreciate you taking the time to provide feedback; hopefully we can work together on your next project and get another chance to impress you! If you need anything, please don't hesitate to let us know.
Terrible customer service I have called Patio Products four times to request a replacement for a heating element that arrived broken. Each time they"created a ticket" and told me I would receive an email requesting a photo of the broken element. After four calls, I still have not received the promised email. Wait time on the phone is 30 to 45 minutes each time. I understand that Covid has complicated business, but there has been plenty of time to recover from covid and it is no excuse for performance this bad. I can only assume Patio Products is indifferent to the disgraceful customer service they are providing. Or, even worse, they are oblivious. UPDATE: On my fifth call, I asked to speak to a supervisor when they once again started to tell me about an email I would receive. After waiting 20 minutes for a supervisor, I ended up in voicemail. Now, I am calling for the sixth time. UPDATE #2: While waiting on hold on my sixth attempt, I received a call from Jazel from Balamiecommerce.com in response to the voice mail I had left 10 minutes earlier. He was on a muffled phone and was very hard to understand, but he finally sent me the promised email and I have returned to him a picture of the broken element. Up to now, I have over two hours on hold and another half hour talking to multiple customer service people. Patio Prodicts: This is the result of your mismanagement of customer service. Shame on you!
David, We are beyond disappointed to read this review. We are working to address the hold times, but there is no excuse for what you are describing above. Our quality assurance manager will not only be investigating this experience, but will be reaching out to you to understand the gaps and take immediate action with training and accountability for our team.
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