Patio Products USA

Great customer service overall

I ordered Bromic Infrared Heaters from Patio Products USA. Everything arrived on time and in good condition. The heaters are great, but I had an issue with one of my elements in a heater. To resolve this issue, which it was done to my complete satisfaction, took time...about 1 hr, 25 minutes. Because of the nature of my issue I had to call in. Hold time was 20 minutes the first time and 35+ the 2nd. Almost an hour on hold makes it 4 stars instead of 5. I do understand that the pandemic has made it hard to have enough people to fully staff, so I have grace for them. Other than the wait time, everyone I spoke with from the order to the warranty work was awesome. Would definitely buy from them again!

I emailed you letting you know it is…

I emailed you letting you know it is the wrong part and I heard nothing from you

Incorrect product received however…

Incorrect product received however customer service answered off hours and provided appropriate refund.

Good pricing, but don't expect to receive the products!

We ordered an umbrella and a stand (two separate orders) on July 1. They promise 7 day delivery. Two weeks later they cancelled and refunded the umbrella stand with no explanation (had to call to find out it was out of stock - they also don't honor their $25 refund if not delivered in 7 days if they cancel, no matter how late they cancel). They told us another week to get the umbrella and I ordered a more 30% more expensive stand from them based on that promise. Now it is 2 day since we received the base and 4 weeks since we ordered the umbrella and they just told us the new expected ship date will be about another month. Meanwhile they charged the credit card immediately, so they have had our money. BTW when you call for assistance expect a minimum of 30 minutes hold time. Big mistake for us to order from this company. Good prices are useless if you can't get the product. So I am cancelling umbrella and ordering elsewhere, meanwhile a lot of summer has gone by. Avoid this company. Update: I see a reply below. Surely this company knows that I have no way to respond to them... plus my order number was supplied with this review. It seems to me like just words to make it sound like they care about anything except my review. I don't believe they do.

Terrible customer service.

So far not so good

So far not so good! The order took 2 weeks to get and when it arrived the box was totally destroyed. 2 weeks later and I'm still waiting for a replacement. No confirmation or tracking number..

Product came early and looks great!

Needed replacement for an umbrella…

Needed replacement for an umbrella frame. They found the part and got it shipped out super fast. Great communication thru the whole process

Great product

While this item didn't work for me

While this item didn't work for me, Patriot promptly credited my refund. Unfortunately the return shipping was $32+, so a significant cost for an item that didn't work out.

Thanks for sending my replacement part…

Thanks for sending my replacement part promptly!

Product wasn't in stock and I didn't…

Product wasn't in stock and I didn't find out until after order was placed and paid for

when I placed the order

when I placed the order, it said it was in stock, and will be delivered in 3 to 5 business days, that was 7 days ago, now it says it is not in stock,and will be available July 1st, which means at least mid July, total days will be 8 weeks from placing order, worst service ever, maybe you should let the customer know before they place orders.

Items not listed as out of stock

When I ordered it, I was never told it was out of stock. Just check the order in now see that it will not be back in stock until July 1. It’s only June 3.

I would change shippers Fed Ex just…

I would change shippers Fed Ex just pushed unit off truck in front of garage door which left my wife stuck at home until I got home to move . She had an appointment so I had to leave work early just to move box so she could get out of the garage with the car. complained to fed ex to someone who could care less.

Bamboo Thatch Umbrella

Just received the Bamboo Thatch Umbrella and am so happy I purchased THIS product rather than the others on the market. This is substantial, attractive, exactly as pictured in photos, and so far the crank/tilt mechanism is easy to use and working great. There were some delays in shipping, but Jazel was responsive and friendly in facilitating my inquiries into the delivery date.

In ceiling heaters

The in-ceiling heaters we ordered are very nice and energy efficient. Keep in mind we have an installed them yet but are very excited to get them in our front porch. We had an issue pop up and well it took a minute to get it fixed Jazel was super helpful and very attentive to getting it taken care of.

Product description misleading

I ordered two Bromic heaters at a cost of over $1,400. The product description clearly says remote control included. After receiving them with no remote they are now telling me remotes are not included and I need to spend $256 each for Two remotes otherwise the warranty is void. WTH!!! I can't get thru to the helpdesk. I was disconnected twice and put on terminal hold the 3rd time. If I don't get satisfaction I will contact my CC company and file a fraude claim.

PatioProducts Service is terrific!

I ordered 3 patio heaters and one arrived with a broken heating element. They were very responsive and replaced it once I sent them a picture to verify. Terrific service!!

The customer service was outstanding.