Paul
Poor finish quality
I purchased a fire pit that I was told had slight damage. Mari in sales was very friendly and sent me several photos of the unit. Upon receipt of the unit, it was obvious there were manufacturing quality issues, and some poorly done rework to the finish as well as the damage disclosed. The chip and cracked corner Mari showed clearly were no big deal. The real issue is you can see the honeycomb layup material bleeding through the surface, and there are hairs/fibers embedded in the paint. Poor quality manufacturing workmanship, and these areas were not identified in the photos. The entire unit needs to be refinished properly. I reached out with my concerns and was promptly contacted by Steven Kinsey from Customer Service. I was pleased he said customer service was important, and he asked me what I wanted to be satisfied. I explained the entire unit needed to be refinished, and he repeated the terms of the sale and again asked what I wanted. I don't know the cost to properly refinish their product. Regardless, what I wanted was good professional customer service and recognition that the quality was substandard. Instead, I was floored at the fact Steven stated that the quality of this unit was indeed what they consider to be standard new quality, and perfectly acceptable to them... For this reason alone, beware! See pictures below of this new quality finish, and you be the judge... I tried to upload images, but got the error below. * We could not upload one of your files, please try again later or contact support. P. Lando
