Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/19/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought furnished back in march, still have not received my 4 ft table with stools. He lies and gives excuses. He said he had them in his warehouse. But then weeks after i was supposed to pick up. He is waiting for a truck from his supplier. Its been weeks of lies

• Initial Complaint

  Date:01/31/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to their branch in ******** ************* in August 2022. I made a large purchase of outdoor furniture in the amount of $9900. Two of the items were not in their store, and I was told I would have them in a couple of weeks. I paid for them in full in the amount of $2500. I followed up in a couple of weeks when I had not heard from them and they told me they still didnt have the items and that now they needed to ship from out of state. I followed up with them multiple times over the coming months when I still hadnt received the items .. I spoke with the owner several times, and he was always trying to get me off the phone, theyll be in next week at one point he told me they would deliver them on Wednesday that week and not only did they never materialize, but he never even followed up with me. I have had to reach out over 10 times. It is now over five months later, and I still dont have the items. When we told them that at this point I just wanted my money back, he said the best he could do was in-store credit. I have had such a horrific time dealing with them, dishonest, beyond poor communicationI dont want to purchase anything from them and believe it appropriate they return my money to me. On top of all this when I made my original purchase, they charged me twice, and I had to work with my bank to get it remedied because they couldnt.

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new patio table and chairs set (DWH Farmhouse Table with 6 chairs) from Patio and Flame in ******* ***** on May 28, 2022 for $3999. It was delivered on June 6th and I immediately noticed that there were scratches all over the table and chairs. I contacted the owner to tell him and he stated he'd replace it right away. For SIX MONTHS I waited for him to deliver the new table. We exchanged multiple texts and calls during this time with him repeatedly promising me it would be delivered. Each time he either no-showed or texted with another excuse. Finally on November 14, 2022 his delivery truck showed up after 5pm when it was dark with the replacement table. I opened the box just to make sure it was the correct table and it was not. I immediately called the owner and he said he'd be back "tomorrow" to replace it. I had the delivery person take the replacement table back with him and kept my damaged table/chair set. I've tried contacting him since then with no response. I have written to him asking for this to be resolved by end of year and given him 3 options 1) refund me completely and we will return the table to him 2) replace the table with a brand new exact replacement table/chairs set or 3) Refund us $2200 and sell us the table for $1800 (he had asked me to try and sell my damaged table to a neighbor for him at this price of $1800 when he came with the incorrect replacement - see photo of text). I'm hoping the BBB can help us get some kind of resolution on this issue with one of these options. It was important to us to purchase this table from a local business and not a big box chain, but honestly if I had just gone to ********** this would have been resolved sooner.

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased 4 cords of wood from Patio & Flame. Before we paid for the wood we stopped by the store to check the quality of the wood. We were shown a pile of nice, dry, seasoned wood that met our needs so we ordered and paid for the wood. 2 cords were delivered the next day while we home. On the surface, the wood looked okay. I mentioned to the driver that we would not be home later that day for the delivery of the next two cords of wood. When we returned home, I found that the second load was full of saturated wood, slash, and un-burnable wood. I then dug into the first load and discovered that underneath the top layer was more saturated wood and slash. I immediately called the owner and complained. He assured me that he would "make it right" and arranged to meet me later that day - he never showed up. I called back. He said he would stop by that afternoon - he never showed up. This happened a third time. Each time he promised to "make it right" by either trading the wood, giving us more wood, or refunding some of our payment. He never did. Since then I have called and left a message 3 times with no response.We have been heating with wood for over 30 years and we know firewood. This is, by far, the worst wood we have ever received while also being the most expensive.

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased furniture from Patio and Flame on 9/15/21 - eleven months ago. The cost was $12,310, $677.05 tax, $149 delivery, total *********. Most of the order was delivered, but 2 end tables and 1 foot stool - a special order, were not. I was told the special order would *********** weeks. These items were $249 each or $747, plus $41 tax (5.5%) $788 total. I have followed up continuously and been given the run-around. Its on the truck, my daughter is going to the factory in PA, she will bring them back; Im busy opening a store, closing a store, and other personal family stuff, etc.I tried substitution, but they either didnt have the quantity or the right color. On July 1, 2022 he, *******************, the owner of the business, said he would refund my money - they normally dont do that, but he would do it for me bc I was such a good customer - I spent over $12K with them. Funds would go back on my cc in 8 days or he would write me a check. Each time I followed ** in person, there was another excuse, about credit card processing, or they didnt do it yet? Ill call you tomorrow - 11 oclock, my daughter will call you I never got a call back. Yesterday, I phoned for the first time - he said he processed it 6 weeks ago, then, in the same conversation said never told me I could get a refund, that wasnt their policy, but I could have something of equal value in the store. we already tried that route. I went off about his poor customer service and told him that his backend processes, on how to refund my money, were not my problem and he could simply Venmo me the money. He told me not to tell him how to run his business and then hung up on me. Im sick of his lies. I simply want my money back for a product I never received. I looked at his reviews on Yelp and they are deplorable - filled with the same sentiment I experienced, run-around, lies, bait and switch, excuses, excusesThe owner of Patio and Flame is *******************. Please advise my next steps. ** ******

  Customer Answer

  Date: 08/23/2022

  I have not heard from the business in response to my complaint.

  Im not surprised there hasnt been a response to my complaint.  Its consistent behavior on the part of Patio and Flame from both my experience and that of others who have left unfavorable reviews on Yelp. They dont respond nor call back.  I have decided to take the matter to small claims court once the complaint I lodged with the BBB has run its course.  I dont want this to linger much longer because it it coming up on a year (Sep 15th) from my original purchase.  

  Please advise next steps.

  Sincerely, 

  *****************************