Wheelchair-accessible entrance
Yes
Reinforced security
We got you covered
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Enhanced cleaning
Daily cleaning
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Conciergerie
We take care of you
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Comments (189)
GREAT CUSTOMER SERVICE, but the product?I was given a used Bond patio heater (Item #68149 model HYPH4601-12). It was damaged by the prior owner (It fell over and damaged the supply line to the gas diffuser). I contacted Bond and their customer service personnel were EXCELLENT. The service was very polite, responsive and efficient. This was not warranty work and I expected to pay for the required replacement parts. The cost very reasonable and a replacement burner assembly was delivered to me in 2 days!Unfortunately, I cannot say the same for the products source manufacturer quality control. The first replacement gas burner assembly sent to me was damaged (ceramic gas diffuser was broken). Customer Service immediately sent me another entire assembly. The second replacement assembly was slightly damaged. (The value control knob was broken, so I used the knob for the first replacement assembly.) Also, some screw holes were not threaded. (I purchased some self-tapping screws to address this problem.) So I now have a functioning patio heater - for a minimal cost.The particular heater is expensive ($500-700 from internet retailers) relative to other patio heaters and is not rated well for heat output. It does look impressive with the open flame in side the quartz glass tube.
Worst company to deal with. I bought a fire pit from this company at Target, and it never worked. I attempted to contact them about the warranty, but their phone system is completely nonfunctional. As a last resort I emailed for warranty support, but they seem to have problems with email also... despite submitting receipts, photos, and tags several times to several different representatives, I was just contacted today after over a month with a copied and pasted email requesting it again. Again, worst customer service I have ever dealt with... and since the product has never worked Id say their fire pits and warranties are garbage too.
About 2 years ago I purchased a Bond fire table from Lowes. At this time the table was highly recommended by the sales person and i decided to make the purchase as a long term investment. The fire table was over two years old when i uncovered it on my elevated deck only to find that the wood looking resin that made up the table had crumbled everywhere.!! The fire table was double covered with protective material which was 100% waterproof and guarded against the elements. I have no place to store it inside and as it was an OUTSIDE fire table you would think that it would be able to sustain ALL elements when covered properly. This wasnt the case here. I contacted Lowes for advice and they suggested that i contact the Bond manufacturing. After numerous conversations, a application was submitted to the warranty dept even though i had clearly stated that it was out of warranty. It took the warranty dept over a month to come back with an offer of $60 canadian to repair the issue myself and they were taking no responsibility regarding the matter because it was out of the 12 month warranty. $60 canadian is an absolute insult and not even worth claiming.Ive read other complaints from unsatisfied customers here and it appears that although Bond are stating that its not a manufacturing fault and and its all the fault of the customer / purchaser, i would ask this, Why are there so many people experiencing the same issue?. There are other companies that produce garden furniture whos products dont fall apart after a short while. In my opinion Bond products are sub standard and should not be purchased unless you want to line yourself up for disappointment. Their customer service is non existent just like the quality of their products. (In my opinion. Everyone is allowed an opinion.!!)Anyway thats my input on the matter and needless to say im very frustrated with Bond in general. I certainly DO NOT RECOMMEND any of their products period.
I purchased a fire table recently but a sticky label attached to the lid took the paint off when we removed it. When we reported this, a customer service agent promptly arranged for a replacement lid to be sent to us and we are now more than happy with the fire table. Shame about the sticky label but excellent after sales service.
I was super impressed by their customer service. When my firepit gas control kept popping out and shutting off the flow of gas, I called and spoke with someone. I had to wait a very long time on hold, but once she answered, she couldnt have been more helpful. She sent me a lot of tips about how to fix this over email and then mailed the part she thought probably needed replacement without charge. She didnt care how long Id had the unit.And their customer service stayed in touch by (prompt) email through my entire experience of replacing the thermocouple. Plus sent out a set of free feet because I had lost one. They were truly committed to getting this unit fixed and back in perfect condition, regardless of its age -- all at no cost.Its the best customer service experience I think Ive ever had. :)
I purchased a Dumont 18.5 in. Steel Fire Pit from Rona in Canada and the second time I tried to use it, the valve was stuck in the Low - High position and would not turn off. I called directly to customer service and spoke to a very polite and courteous attendant named Alexis. She was able to send me a replacement part on warranty. I am very pleased with the customer care and am looking forward to receiving my replacement part. Great service!
After looking long and hard locally for a replacement flex gas hose to fit our table top fire pit I contacted Bond Mfg directly to see if it was available. Soraya in customer service was extremely helpful, she was able to identify our model and verify they had a replacement in stock. To my surprise she even arranged to have it shipped out at no cost. It arrived a couple of days later and was a perfect fit. You just dont come across customer satisfaction like this any more, we were very impressed with her commitment to service. Bond Mfg should be proud they have employees like that taking care customers.
I just received very professional Customer Service support from Jasmine A. of Bond Manufacturing in support of an issue Im having with my firepit. Jasmine helped diagnose the issue as the thermocouple. Bond is having telephone issues and when they are up and running, Ill order the replacement parts.Jasmine was a pleasure to help me resolve my issue.Thank you Jasmine.
I contacted Bonds Warranty Department about a garden hose that I purchased a few months ago (two to three months ago) that already generated cuts/holes in it and was leaking terribly. I was initially greeted by someone who didnt follow through, but I called back a few days later and spoke with Nicole. She was phenomenal, to say the least. She went above and beyond to address my concerns and was adamenet about ensuring that I was happy with the resolution before we ended the call. She even went so far to walk to the warehouse within her building to see if they could provide her immediate answers on what replacements were available since whomever she was messaging wasnt replying.I selected my replacements and although I havent received it yet, Im confident that Nicole will make sure its sent to me and resolved. I feel super confident in her abilities and her customer service skills. Working in Customer Servicw myself places high expectations on those whom I speak with in customer service and Nicole exceeded all of these expectations. Thank you Bond, for having someone as thorough and precise as Nicole. ❤️
Bond Manufacturing has been an Amazing Company to work with. Customer Service is obviously a top priority for them; they are wonderful, curtios, prompt and on top of all my needs. Thank you for reminding me what its like to work with professionals! :) k
Had some issues with a hose purchased at Home Depot. Warranty service was quick and hassle-free, received replacement in short order.Keep up the great work, Laura and Alexis! Thanks for your help. :-)
I have a lopper and it needed a rubber/bumper stopper. I couldnt find one online to buy a replacement part. Simple enough, right? Since I couldnt find one, I figured the next best thing was go to the manufacturer. Bonds website has a chat function that I found to be very responsive and easy to use. Sabrena and Christina were the two customer reps that I interacted with and they are the BEST! You definitely not getting a call center when you chat with those two. Very professional! I still dont know the ultimate outcome of my replacement part, as they submitted a warranty claim for me. So far, Bonds customer service is EXCELLENT!
We purchased a new decorative water fountain for our yard.At home, upon inspection, the light that illuminated the water did not work. The Customer Service response was quick and efficient.The Customer Service representative that worked with us was more than helpful. We told her about the fountain and the problem. She researched products, found ours and then determined the part we needed. The part is in the mail now.We were very satisfied.
I bought the Bond outdoor fire column and love love it! What a great addition to my patio! And then a huge wind blew my cover away and I contacted Bond Manufacturing Customer Service about replacing the cover. The kind and understanding customer service team at Bond Manufacturing are sending me a new cover -- unbelievable customer service! Thank you!
Bond Manufacturing has awesome customer service. Special shout to Sonia! Thank you! I accidentally broke the anti-flare glass of my fire-cylinder. Sonia sent me instructions on how to identify the glass type, even sent me the replacement for free. I will definitely buy product from Bond Manufacturing again.
We bought the 36inch fire table and it worked right from the start. We did not have any negative experiences about exploding lava rock etc. However the granite top developed a crack within a few weeks of use.I called the manufacturer and they were exceptionally helpful. I sent in my receipt and pictures of the defect. End result, the company sent me a manufacturers replacement letter to take back to Lowes for a full replacement-totally stood behind their product.Only four stars because: The wait time on the phone to get to a person was far too long. Even after I received a case number I had to call in to the same que and wait in line to be serviced. The staff were exceptionally courteous and professional. I never received a status of my claim and after 2.5 weeks called them back and they emailed me the replacement letter while I was on the phone. Fix those things, and you are a 5 star service organization, in my opinion.
I purchased a fire column last fall from Costco and one morning I woke up to find my cover had blown away in a strong wind. I ordered a replacement cover for a grill and it was so ugly. I lived with it as I didn’t want my fire column exposed to the elements.One day while organizing some files I came across the user manual. I called to see if I could order a new cover and Sabrena was sooo helpful. She said she would send me a replacement. At no cost! Amazing customer service. The cover came yesterday and now I can say goodbye to that ugly cover and hello to my new fitted cover from Bond! Thank you for your customer support!As an extra precaution I will secure it with a bungee cord as I never want to lose it again.
I purchased a propane tabletop firepit from Lowes made by Bond Manufacturing. Unfortunately, the regulator was defective. However, the manufacturer replaced the regulator and I am now greatly enjoying my firepit. I like it so much, Im thinking of buying another for the other side of my deck. Overall, great product.
I purchased a fire pit from Lowes that did not have a manual or a cover. Lowes sales guy said I was out of luck because he didnt know what happened to the cover or booklet because it was on display and the last one that they had. I loved it, so I bought it anyway. I contacted Bond Manufacturing about getting a manual and asking where I could purchase a cover. They emailed me the manual within a couple of days and then mailed out a cover. I wasnt expecting them to give me a cover since I did not purchase the fire pit directly from them. I received excellent customer service and I am impressed with this company. I would recommend them to anyone! Also, the fire pit is well made and a great addition to our back deck. We are enjoying it a lot on these cool spring evenings!
Fire Pit brand new out of the box won’t work. Tried contacting customer service, cannot make contact, not sure they’re still in business.
Sonia was excellent on the phone to deal with to get replacement glass for our propane firepit. We bought it from Costco in July in the States while on vacation & brought it home to Ontario for our dock. It worked perfectly & especially during a fire ban. We burned through 2 tanks of propane as it was great to watch the sunset with a fire. The glass got bumped while taking off the cover & it broke. :(.... but the firepit still worked well. I reached out to Bond about a replacement & Sonia was the teacher in customer service. Very friendly & quick to assist.. We look forward to the new glass coming soon, as it provided wind protection for the flame & radiant heat as well as the nights cool off here.I would buy more Bond products without hesitation based on customer service.Peter
Rarely do I take the time to write a review but nowadays it is rare to find companies who employ excellent customer service personnel. My experience with Shawn Hazelet at Bond was amazing. I purchased one of their firepits from Lowes. Upon opening the box at home I realized I had been sold 1 that was apparently returned after being picked through. I was missing a door and an igniter assembly. Rather than lug the rather heavy box back to Lowess I called Bond and spoke to Shawn.Within 24 hours I was advised a new door and igniter assembly were on their way via fedex free of charge. He responded to every email immediately and I cannot say enough about the reputation he is giving Bond.Thank you!Pete
I purchased an Aeroflex hose last year. I really like it because it is light weight and allows me to reach the buckets I am filling in the field. Unfortunately, even though I disconnected the water source and drained the hose after each use it sprung a leak. I wrote to customer service on October 24 and they responded quickly with asking for my mailing address. I received a replacement host today (November 6).The customer service was spectacular !!
Fantastic customer service. They stand by their warranty. I bought a pair of loppers over a year or two ago and they finally broke. They weren’t expensive ones to begin with but they lasted through some tough use. They did a have a lifetime warranty so I called customer service. The lady was so nice, took my information, told me to email pictures and the receipt. I emailed the picture of the broken loppers but no longer had the receipt. They emailed me the next day asking if a replacement lopper would be ok since the original was no longer available. I said yes and it was sent Fed Ex! All the customer service people were extremely nice. What a wonderful experience and company!!
Great experience with customer service! I needed a very small part for my gas firepit set, but the tags with model no etc had weathered and all I could see was the Manufacturer. I looked it up on the web but couldnt find my set. So I called Bond Customer Service and Soraya searched their archives based only on a picture I sent her and not only found my set, then sent me the part at no cost. Granted it was a very small cost part, but she really worked with me to help and was delightful along the way.
Ive read some of the reviews left here and I can tell you that this company doesnt care one bit about customer satisfaction. We purchased a fireable from them several years back and it was problem after problem. The table is made out of some special resin and it started to crack and distort and I was told that I must have dropped it. Lots of emails back and forth with no real resolve we finally accepted a small monetary amount to put an end to this. I waited and waited for the compensation and it never came. finally I contacted them again and they said they never received my offer acceptance reply, really?? I found it in my sent folder and forwarded it to them,,,, that wasnt good enough. I finally gave up as I had invested way too much time into this issue and was pretty sure they would never compensate me for the defective table. I strongly advise you to search Bond Manufacturing problems prior to purchasing any of their products.I hope this helps someone considering one of their products take a second look. We wish we would have.
I recently contacted Bond when the cutting blade on my lopper broke. I received a quick response from customer service and after sending pictures of my damaged blade, they sent me a newer model lopper. It performs better than the unit which they replaced. I have owned several loppers in the last 60 years and both Bond tools were the best. It was a pleasure to receive such good service.
Had some questions about winterizing the Newcastle Fire Column that we purchased earlier this year. We live in the Great Lakes region and typically have heavy snow and extremely cold temps. First, the fire column is wonderful---so much easier than building a wood fire. And while I miss the crackles and pops of the fire pit, I definitely dont miss coming inside and smelling like campfire smoke.Anyway, contacted Bond customer service this afternoon to ask some questions regarding winterization. After waiting on hold a few minutes, I noticed the chat option and decided to give that a go. Spoke with Jasmine (not sure if thats her real name, but no matter). Had all the answers I was looking for and more. Offered me a couple of websites to check out for protective covers for the winter (suggested in addition to the already great weather/rain cover that came with the unit originally). Even offered to provide the dimensions to shop for on the sites.In a world where customer service seems to be lacking more and more, Bonds customer service, and this rep especially, were top notch. (Also noticed that the parent company owns Stanley, Black+Decker, and Miracle Gro, so this may be indicative of a corporate culture---great experiences with those brands previously.)Long story short: Bonds customer service scores 5 out of 5. Great job, and thanks for exceeding my expectations.
Great Customer ServicePurchased a firepit from a local store. When we opened box, a few parts were missing. The store was unable to assist as no additional in stock for exchange and we did not want to return since we were really happy with our selection. When I called Bond they sent the parts within a week at no charge. Customer Service Representative was professional, pleasant and helpful!
Exceptional customer service. I purchased a Bond product in Canada and needed a part replaced. I contacted Bond and theyre shipping the required part immediately. This kind of service is disappearing fast and its great to see a manufacturer standing behind their products/warranties.
I purchased a Canyon Ridge Gas Fire Table from Lowes back in 2017. It has worked great and our family has enjoyed it year round. This year though, I had a problem with the body of the unit - the faux stone material cracked. I contacted Bond with photos of the damage, a copy of my receipt, and a copy of the manufacturer tag on the unit. After a few days, Christina worked out an even exchange for me to get a new one at Lowes. Christina was knowledgeable, professional, and helpful. Bond is a good manufacturer who stands behind a good product! Will buy again!
Id set fewer stars than one if I could. I purchased a shovel from them due to the warranty promised. It was expensive, but I figured the warranty would make that totally worth it. WRONG!!! The shovel broke the second time I used it, and when I initiated the warranty process I was initially very pleased, but they never followed up. Finally 2 weeks later I asked for an update and they totally ghosted me! Never returned any emails or anything.I tried emailing months later and got a very quick response saying they were going to forward it to their warranty department. WRONG!! Once again its been weeks since Ive heard from them and I cant get an answer. I will Never buy anything from this company again!!
I bought a round fire pit with granite table all around and fibreglass faux brick exterior. Unfortunately the fibre glass exterior cracked in several places. I contacted Bond Manufacturers and the customer service was prompt, courteous, and provided excellent satisfaction. Christina Smith and Hayde Guevara took a personal interest in helping to resolve the problem. They refunded the full amount of the fire pit, even though it was outside the warrant period. I was very impressed with the superb customer service.
I have never had such a fast, easy and professional experience with a customer service group as I just had with Bond Manufacturing. These guys are the best, a model of what product customer service should be. We had gotten a portable fire pit, the gas valve had gone bad. I contacted them to get a replacement part. After a few questions I was give a confirmation number saying my part had been ordered under warranty. I never even mentioned a free replacement. This was an excellent experience. Others should use these guys as the bench mark for good service. I know I will !
If I could give this company a negative star I would do so. Do not consider buying a product made by this company. Two years ago I purchased two patio heaters made by Bond Manufacturing and they were defective from the start. The heaters looked good and heated well but sooted up the glass so bad we had to clean them with each use. I emailed their customer service department several times and no one got back to me. I finally called and left a message and no one called me back. Two more calls and I finally talked to someone and they said this happens once in a while and they did not want to help me but finally consented to send me two new burners and only sent one and this helped. I then requested the second burner and new glass (should the glass break) and they promised but did not send the parts. The glass I would pay for. Finally after months of emails with not response I spoke with them by phone and they no longer make that model and do not support the parts. They made me an offer that was not acceptable and when I countered they cut me off and shut down my claim. On to the AZ Attorney Generals office and the BBB. Scroll down and check out all of the bad reviews on this company. Buyer beware and set google for the lowest reviews and scroll down to see all of the unhappy customers.
I bought a fire table almost a year ago and unfortunately, I left it outside during the winter and didnt read the manual that states to store the table indoors during the winder months. Folks, do not leave this table out as the top will crack and break down. I contacted them and worked with Hayde and she was able to help me out and will be shipping a new top. Thank you so much for your great customer service. I love my table, it was a gift for myself and was upset when I took the cover off. Now it will look as good as new once again! Lesson learned! Thank you Bond Mfg!!
I recently purchased a fire pit from Big Lots and found out once I unpacked the box that the instruction manual was missing. I called the store and they were unable to help me since I bought the last one, however, their customer service department gave me the name of the manufacturer and their phone number. I was lucky enough to get Shawn Hazelet as my rep and he was wonderful. He found a PDF of the manual and sent it to me right away. He also stayed on the line with me while I checked the manual to make sure I had all the parts (I didnt). I received the missing nuts and bolts a few days later. It was such a pleasure to deal with a friendly, professional customer service representative. Im so happy I bought a Bond fire pit!
We purchased the Stanley retractable hose reel, (made and backed by Bond) for our backyard. We live in Florida, and do a lot of gardening, so this hose gets daily year-round use. It is a great product! It really works as promised, and also looks nice and neat. We then bought a 2nd one for the front yard. After awhile, it failed, quit retracting, so I made a claim. Bond graciously stood behind their product, and sent us a replacement. Great customer service and a great product!
I had a warranty claim on my Stanley hose and had to call Bond Manufacturing Customer Service twice. It is a VERY busy place with long minutes to wait in line, but the professionalism and true customer care was excellent both times! They are heroes working under tremendous time pressure all day long. Thank you!Alex S.,Toronto, Canada
AMAZING customer service! I bought a fire pit years ago and had a small issue with it. One email started a superb interaction and my problem was solved! In addition to that, the firepit itself is a great item and I will buy this brand again.
Im not sure about product quality yet as my hose reel malfunctioned within just a few months of use. Between my family and I we purchased 5 of these same reels and mine is the only one with a problem. However, customer service was awsome to deal with and remedied the problem immediately and without question, therefore I will definitely not hesitate to purchase again. Were it not a seasonal item and not available until the spring I would already have done so.
We purchased a fire pit from our local hardware store. The table top was cracked and we contacted Bond Manufacturing. Six days later a new/perfect table top arrived. Excellent customer serviced.
I recently contacted when my concrete-style fire table that I purchased from Home Depot was deteriorating. I reached out 11 moths after purchase and sent images to their warranty team. While it did take a few extra phone calls to help push things along, I’m pleased to say that they refunded me the full amount that I paid for it.
I was looking for a cover for the table top fireplace we bought. They went above and b5what I would expect from a company. They are mailing my a cover free of charge! Super excited for it to get her. So friendly chatting with there customer service rep, they physically went and checkt to see if the cover was in stock. Thank you bond manufacturing for being great!
After purchasing a fire bowl at Home Depot and experiencing an issue we were contacted by customer service. They not only resolved the issue immediately, but also made sure we were happy with the product. I would have to say they have the best customer service I have ever experienced. I would not hesitate to purchase any of their products. Many thanks to Hayde in customer service for handling our case.
Best customer service we have ever experienced. We purchased a beautiful fire table about 2 years ago from this company through BJs Wholesale club. The table was beautiful and we spent many nights around it and received lots of compliments on how great it looked. Unfortunately it only lasted 2 summers. The table just collapsed as we were getting ready to set up our yard for the summer. We were lucky that the fire was not on or that would have set our patio on fire. We had saved the receipt and paperwork so we had the manufacturers name. When we looked them up online and saw all the great customer service reviews we decided to contact them to see if there was anything they could do. They asked us to send them pictures of the table and receipt. They contacted us after about 2 weeks and said they would send a replacement table. We received the table, set it up and hope to have many years of enjoyment from this one. We would give them more than 5 stars if we could due to their customer service and prompt handling of our situation.
Ordered a Fire Pit 2 years ago, had to chase down some replacement parts - which was a minor inconvenience - the Customer Service people at Bond responded exactly as I hoped they would. Beyond this being slightly out of warranty - within a short period of time they delivered 2 new parts which were easily replaced and my fire pit is back up and running. Thank you Kiani and Nicole at Bond Manufacturing for the help.
I have worked with Bond Manufacturing twice in the last 6 months to troubleshoot the problems with my fire bowl. The customer service I received figuring out the problem was outstanding. Bond Manufacturing replaced the parts at no cost to me going above and beyond to help me! They responded in the time frame promised and were a pleasure to work with.
We bought a Bond fire bowl years ago and love the product. After a long move we needed to replace the heat shield. Christina in Bonds customer service department was outstanding to work with. We couldnt be happier!
We LOVE our Stanley Hose Reel. After buying one, we bought another for our other spigot. After trying everything setup over the years, we hit the jackpot! Recently we had a part break. We now have its replacement. Dealing with Bond Manufacturing has been a very positive experience. Many thanks.
I had to order replacement parts and their customer service provided me some instructions for trouble shooting and had records of the parts I needed if those troubleshooting steps were not successful. When I called back, they knew what I needed and sent me the parts I needed and a new cover for my fire-pit free of charge and without the unfortunately common attitude experienced with customer service at other companies. I am very happy I purchased from Bond!
I called the company as I was in need of new cover for my fire table, I spoke to Sonya and she was very helpful and friendly. They are sending me a new cover out soon. By the way I really do love my fire table, it works great, just the right size and is really nice to have in the backyard. We use it a lot especially when entertaining in the back yard.
I contacted Bond because my power adapter for the light on my fountain stopped working. I just wanted to order a new one. With out any hassle they sent me one free of charge as a courtesy.Thank you for that quick and pain free customer service interaction.
Wow....was I impressed! Like many companies they have a mission statement thats refers to customer service and how to exceed expectations. Most businesses just do not follow through...Bond Manufacturing does walk the talk. I was blown away about how they came through on a warranty claim where I was not expecting such an amazing outcome.As an author on business books and one specifically on customer service, I am thrilled to find a company that is outstanding in their core values, follows through as promised and the people I conversed with could not have been any nicer.A job well done...
What can I say, being treated by Christina at Bond like family made this experience a pleasant one. Not knowing what was wrong and doing my own adhoc testing, she explained to me that due to the age of the fire pit the valve may be the problem. So lets ship out the valve. She was very pleasant and I wish other manufactures take notes from the Bond Manufacturing Customer Service Playbook. Bravo Zulu Christina
I purchased a craftsman expandable hose that failed after 1 year. I didnt have a receipt but a picture of the failure was sufficient and they sent me a replacement hose. It took a few days but Danielle was very helpful.
I bought an outdoor Sevilla 36 in. Steel and Slate Propane Gas Outdoor fireplace 2 years ago. The plastic cover sent with the fireplace has a few tears and holes in it. Today I contacted Bond Manufacturing to ask if I could buy a replacement cover. I got a prompt reply saying they would send me a new cover at no charge. What a pleasant surprise! I love the fireplace, and now I have a great deal of respect for the way they stand behind their product. Five stars for their customer service!!
Great service - Definitely felt the smile in the agents voice when contacting them for a new control knob for my fireplace. Not only was the part sent out in the same day, it was sent at no charge in the spirit of fine customer service! My thanks to the Bond Manufacturing team #greatfolks #greatservice
I bought a Bond 10x10 Instant Canopy from a local retailer and had a glitch in the packaging so I called Bond Manufacturings Customer Service and within minutes I had an order number to replace the missing part under warranty. Its good to know there are still companies you can trust! S-
I purchased two Stanley 65 automatic hose reels model BDS6620. The first was 04-04-2016. Loved it so much I purchased another 05-22-2017. Have had problems with the second one since first day we installed it. It began to leak from the start and was difficult to retract. Now brown liquid leaks out and it does not retract at all. This product has a 10 yr. warranty, I have tried to contact Bond via their email and customer service by phone several times, with no response. A 10 year warranty is only good if it is backed by the company. The first hose reel I purchased is working great, obviously the second has a defect and I would just like to have this one in working condition also. I hope that Bond will finally respond and correct this problem. Thank you. UPDATE ON THE HOSE REEL IT TOOK TIME AND SEVERAL PHONE CALLS,( APPARENTLY THE FIRST PERSON I SPOKE WITH DROPPED THE BALL!!) I DID FINALLY GET A REPLACEMENT FOR THE BROKEN HOSE REEL. I AM VERY SATISFIED WITH THE PRODUCT AND WOULD PURCHASE ANOTHER IF NEEDED.Debbie
I had some loppers that I bought at Lowes manufactured by Bond. I used them sparingly, however after about 1 year of limited use I was able to break the metal joint where they bolt together. The metal just snapped under the pressure applied when I was squeezing them together. I was shocked because I am not that strong and the metal looked like it was incredibly brittle. I contacted customer service and they were able to get me a replacement even after I contacted both my credit card company and Lowes trying to find my receipt, but was unable to. They stood behind their product, but only time will tell if the replacement is more durable.
****************************I have a firepit that I got for Christmas in 2017. It worked great here in San Diego, but we are also part time in Tucson. So after an extended time away from San Diego last year it would not light up. Got a new tank, but still nothing. It was the last month under warranty. Received a new controller unit and still no lighting. I went skiing in January and thus did not work on this issue. Upon returning in ~February I started addressing the issue again. Received new regulator hoses of various sizes but still no joy. We were out of ideas. Jes asked me to send her a photo of the installation and she noticed that the controller tee was not installed perfectly vertical. After adjusting it I was shocked to see flames come out. The two people that helped me on this issue were Jes and Nicole. They were amazing... and I mean AMAZING and professional and it was like I found two new friends at Bond. Nicole even ran to the warehouse to check stock on a regulator and came back out of breath, since she ran out and didnt want me to wait too long for her. Totally UNBELIEVABLE customer service. These gals know their stuff and you should not let them work anywhere else..thanks again fred
I purchased a Black and Decker pulsating lawn sprinkler, and found that it had a defect that would not allow for proper rotation. There is nothing manufactured that doesnt hold the possibility of defect, so I wanted to see what kind of customer service I would find at Bond Manufacturing.I contacted Bond via email, and got an immediate response. I was asked to take a couple of photographs, describe the problem, and email all to Customer Service (Way to go, Marco!!). I did that, and shortly received an email letting me know that a new sprinkler would be sent to me right away. Now, is that customer service, or what!!There is all too little quality customer service these days, but Bond Manufacturing doesnt have that issue. I would say thay are at the Legendary Customer Service level!Thanks, Bond. Thanks, Marco!!
We had been looking for a specific fire table and found a bond product through Hone Depot on line services, ordered it, received it and found concealed physical damage. In my opinion the protective packaging is not adaquite! Our nightmare vegan when dealing with Hone Depot for a replacement but due to their customer unfriendly process we opted for a refund. While they asured us a refund wascprocessed, after a couple of weeks we learned a refund was not processed, mean while the damaged product was picked up. Had to file a fradulant transaction claim with credit card company to receive our money. We will purchase another fire table but it will not be a Bond Manufacturing product and it will not be from Home Depot.In my opinion, Bond Manufacturing should review their relationship with Hone Depot to guard their product reputation.
Bought a 5 year warranty hose they make. It blew out 15 months later. Ive been waiting 2 MONTHS and STILL no replacement! Have called and emailed and NOTHING! They said sorry for delay and said pandemic is cause. What BS, I can buy one at my local store or from THEM on Amazon yet they cant honor their warranty!
Shawn was great. He was professional and very helpful in guiding me through the process to reset my fire bowl and get it operating again. Thanks much Shawn and thanks Bond Mfg. We are enjoying the fire bowl.John
Sabrena Guerrero in customer service was very fast to respond and resolve my issue. It was a pleasure working with her and I am very happy with the fire table I purchased. The issue was a bag of missing lava glass and they sent it from California to Toronto and it arrive within a week.
I had purchased two LP tank table hideaways and one of them had a misaligned piece. Customer support took care of quickly and I was very happy with the service.
Great customer service, and prompt too! I had a problem with a Hose Nozzle from Bond Manufacturing that was guaranteed for 10 years. They asked me to only send in a video demonstrating the problem, and after a week, they sent a replacement by FedEx.
I had a problem with a hose attachment and after calling the warranty department, I was assured it would be replaced. There was a minor mix up with the replacement being sent but after speaking with Nicole at the warranty department a second time, she resolved the manner and delivered great customer service.
First did on online chat and the issue I was having was quickly identified as needing a new thermocoupler. Timing was that the offices had just closed so I called in the morning and and before I knew it the replacement part was set to be shipped. It arrive in a couple days. This was one of the best customer services experiences I have had a in a very long time!
This company has the best customer service ever!!!!I bought one of their beautiful fire pits through ALDI in Palmetto Bay, Florida. Within just 2 months of use we had an accident with the tabletop and it cracked in pieces. I was so upset and sad we wouldnt be able to enjoyed it in the future.....I had the warranty card but I lost the purchase receipt. However I contact the customer service department to check what my options were. Marco and Daisy they both took care of me. Very polite attentive and professional people. Initially they told me that without the original receipt they couldnt honor the warranty.... fair enough. I told them I was willing to buy the replacement tabletop and also pay for the delivery charges, both would cost me about $100.00 USD.... I loved that fire pit and I wanted to fix it rather than spend a couple of hundreds more for a new one They looked other ways to help me and finally they are going to send me the replacement tabletop at NO COST!!!! and Ill pay the freight, about $37.00 USD. I couldnt be more happier since without the original receipt my chances were very low. Now Ill have my beautiful fire pit back in excellent condition thanks to this great customer service department!!!!!Thank you BOND MFG and God bless you all!!!
I purchased a fire table from lowes on clearance. The granite top was cracked when I opened the box so I tried to exchange it to Lowes. They had none left in stock. I called Bond Mfg. For warranty replacement and was shocked that all they would offer is 50.00 off...and said I should be able to purchase a repair kit for that. Their reasoning is that because I bought it on sale that they will not honor the warranty replacement for discounted items. It does not matter what I pay for an item....companies should stand behind their warranties. Ridiculous.
Customer service is AMAZING!!! I bought an umbrella stand from Aldis a couple months ago just to finally open it to find it was missing parts. I called the number in the booklet and the hold message said something about the customer service chat, let me just say the person who answered me right away was AMAZING! Literally went above and beyond! Super impressed with all the questions I had that they answered and Best of all missing parts are being shipped to me!!
Called customer service today with regards to one of their products. Ray C. addressed my concerns, resolved the request and shipped out my warranty part the same day. Outstanding service.
Great customer service. I wanted to recognize Christina Smith. She exceeded my expectations when I called today about my fire-table not staying lit and the top cracking. I expected to be connected with an offshore customer service rep and my problem not getting resolved easily. She made the process quick and easy and painless. It’s rare to get great customer service these days and I wanted to make sure she was recognized.
DO NOT BUY! The company does not stand behind their products. Our big clippers broke. Filed a warranty claim months ago and it has not been resolved. They claim to he behind which leads me to believe they must have a lot of claims which means all there products are faulty. When I reach out for updates I get the old stand by answers that it takes them weeks to respond to. Worse experience and so disappointed. Definately will not buy another product of theirs.
I ordered a fire table from Target and the screws and hardware were missing to put it together. I went on to customer service and chatted with Hyde and she was AMAZING! She immediately put the hardware in the mail for me because I am having a dinner party on Friday. Amazing customer service, I highly recommend!!!!!
I had exceptional customer service by Christina! While the wait time was a bit long I simply tended to other things around our house. It was worth the wait as she was patient, professional, and personally attentive to the prior purchase that was defective. Thanks for your great assistance!!! Patty
GREAT COMPANY!!!! Contacted Bond Manufacturing via email to inquire about a replacement part I needed for my firepit. I received a prompt reply from Cheyenne Hooper who was just amazing. She asked me a few questions like make/model of the firepit and roughly when it was purchased and from where. Cheyenne then emailed me saying the replacement part is shipping out to my home!! I was expecting to have to pay for the part but thanks to Bond Manufacturings incredible customer service and the fact that they go above and beyond to take care of their customers, they took care of the cost of the part and shipping!! I didnt even have to ask or jump through any hoops as Cheyenne took care of everything. I never send in reviews but I felt I had to express my thanks and appreciation for a company like this. You just dont see this kind of customer service anywhere. Your the best Cheyenne!!! Thanks again!!!! Now I can continue to enjoy my firepit!!
Had an issue with a part when trying to start up my fire bowl for the fall. Customer service was outstanding, guided me through the process provided the new part and answered all of my questions. Great company with which to do business. Love my fire bowl and thank you Christina Smith for all your help!!
I purchased a Black+Decker soaker hose with 5 years guarantee , when I was on a tour to USA in August 2018 , because of its light weight . I hand carried it in the flight to Sri Lanka . When I fixed the hose water started leaking from several places. With sheer disappointment managed to get a call to bond customer service . Kiani listen to my story and agreed to replace it. She did a very professional job from day one till I receive the replaced hose to my hands. I am very much impressed with the dedicated service and thank the Bond MFG team for replacing the hose and sending to a far away country , keeping the world standards of Black+ Decker.
I had an excellent customer service experience from Nicole Mergogey at Bond Manufacturing. Nicole went above and beyond searching for the Gas valve for one of my older Patio Gas Heater. It took some time for her to resolve the issue but I was glad that she did not give up in looking for it.=Janak=
I purchased a fire table and noticed the right lid was damaged. I contacted Bond and they were very helpful and are sending me a replacement. As long as the lid arrives this will be a very good experience with them.
I had purchased a firebowl from Lowes last summer. This year I was sliding the heavy firepit across my deck and broke one of the adjustable feet. I kept the instruction booklet that came with it, and it said, for replacement parts contact bond mfg either by email or phone. I chose to call and could not get through. So I emailed. They responded and just wanted some more info from me. I replied but then did not hear from anyone for 2 weeks. Last night, I thought I would try calling. I got through and spoke with this wonderful representative who not only is replacing the foot that I broke, but is also sending me all 4. I then mentioned the ignition doesnt work, and she is sending that as well. All at no charge. I was prepared to pay and she said, because of my trouble trying to get through to them, she is not charging me. Just wanted to share because you dont get that kind of customer service anymore. Thank you.
Do not buy the lighted garden fountain the lights last 6 weeks and they are LED its out of warranty they told me get this you cant use the fountain on a timer and I have the instructions absolutely not written in booklet they said I would have to purchase new set of lights my reguest to them can you send me a certified Electrical engineer report on not using a timer customer service they would only send.what he had on his computer. Very unhappy .would give them less then one star if I could. Who in America doesnt use a timer on there fountain!!!!!
GREAT Customer Service. Had a part go bad on my fire pit. Just when I thought the whole thing would be gone forever, I reached out to Bond Customer service. Kiani quickly found the part that I needed and sent me a replacement. I will definitely consider their products in the future.
My garden shears didnt work. Kmart wouldnt refund money so I contacted Bond. They not only replaced the shears but also sent a smaller set of garden pruners. Quick, courteous interaction with customer service. Wish more companies were like this.
This is my 2nd fire pit from Bond. First one, left out in rain on occasion lasted 2 years. It was great, never a problem. Many family nights spent around that fire pit. This second one didnt want to light at first but one call to customer service, fixed in 5 minutes. Great product, awesome service!I recommend this one, small enough for a patio, large enough to get 6-8 people around in annrondak chairs. I did buy a big pot lid to use as cover instead of fabric cover - this way I can cover it within 5 min of turning it off (havent used that method enough to say one way or other)
The customer service team is great! The supervisor, Hayde, is so friendly and professional at the same time. So easy to place orders for replacement parts and covers. The fire table I have works perfectly, every time without any issues. I have spoken with Hayde, Kiani, Marco, and Finis, and they are all great! Keep it up guys!
I bought a lopper of theirs and the blade broke while in use. I contacted Customer Service rep Jes who immediately took care of the issue and instructed me on how to receive my replacement tool. Jes was very helpful and very friendly and a pleasure to deal with. The tool came quickly is an improved replacement version of the original one. I look forward to using it!!! Thank you!
I purchased the 65046 Newcastle Fire Bowl in late January. Since it was winter here in Ohio, I only used it two or three times before Memorial Day Weekend and it worked fine and I loved it. But, when I fired up for friends, while it would light with the gas knob pushed in, it would not stay lit when the gas knob was released, indicating that the thermocouple wasnt working and not allowing any gas through. I checked the thermocouple connection and still no gas. I phoned them on the following Tuesday and ultimately gave up on them answering and took their suggestion to send them an email. It is now three days later and no response. My conclusion is that product was faulty and the customer service a joke.
The customer service representative, Christina Smith, is whom I had the pleasure of dealing with and I must say it was wonderful speaking with her.I have a fire pit and the igniter switch was damaged by my 7 month old Husky. I was furious and the customer service representative eased my pain and said I feel your frustration over your puppy so since you havent had your unit very long Ill send you a complimentary igniter switch.My frown turned into a smile. My puppy has torn up several things regardless of how many toys I put in the yard so I was at my wits end. Christina actually listened patiently to me venting about my destructive dog versus hurrying me to get to the point. Her patience, understanding, and professionalism is exceptional and I am happy to be able to communicate this to the Company.Thank you again Christina Smith, it was my pleasure in doing business with you.Patricia Batchelor
I ordered a fire table and absolutely love it. When trying to light it for the first time I had an issue with keeping it lit. I jumped on line with their customer service and they were fantastic. Walked me through some minor troubleshooting steps and was able to detect and fix the issue. Top notch product as well as customer service. Will definitely recommend to others!
We had purchased a fire table at stop and shop and it had a defective valve. The customer service team has quickly responded by sending us a replacement and they have been extremely helpful.
Hi: I received the parts this past week, after speaking to your customer service representative Niomi H. The door turned out to be the part I needed, as recommended by Niomi👍!I just thought I should let you know her professionalism and knowledge were excellent!Thanks again for your great service!
I read the bad reviews for customer service at Black & Decker so I didn’t have much faith but thought I would give it a try anyway. It turned out to be one of the best experiences ever. I purchased a defective pair of garden shears and received Kiana as my customer service representative. She was amazing - very pleasant, efficient and professional. She resolved my problem and I will definitely continue to purchase Black and Decker products. Thanks Black & Decker and Kiana!
Since I bought a patio heather from your company a year ago, I recommended your products to many friends of mine. But since I called your Customer Service this week, I would strongly recommend your company to al the people I know!My wife and I have four young kids who really enjoy summer evenings on our patio. They spent hours staring at the incredible flame of the heather while beeing softly warmed by it.A recent severe thunderstorm damaged the heather recently and we thought it was it for the rest of the summer... But thanks to your UNBELIEVABLE CUSTOMER SERVICE, the whole family will enjoy patio evenings again real soon!!!A lot of companies say that they care about their clients. At Bond Manufacturing you do a lot more than just saying it, YOU INDISPUTABLY PROVE IT!!!You were amazing, thanks again!!!Frank and Family!
Wow what great service. I live in UTAH and my parents sent us a wonderful Christmas gift from this company but it broke in the mail. I was amazed at how efficiently they replied to my need for a replacement and the level of service was well beyond my needs/expectations. I have to tell you I own a business and if my customer service reps are half as good as these guys I am a really happy camper. The Christmas gift is killer too!
If I could leave a negative star I would. I really would like to know what customer service line the folks prior spoke with because my experience with this company has been less than helpful. We purchased an outdoor fireplace from Lowes back in 2014. It was broken when we got it home. Not a huge deal, Gorilla Glue is amazing and we repaired all the damages ourselves. It came with this great fitted cover to keep it protected from the elements. This cover wore out in 2016. I called the customer service line to order a new cover for said fireplace because I could not find it on their website. 3 weeks went by and I had not received anything from them. I called and they said it was backordered. Asked when they were planning on getting them in. No clue was the answer I received. I asked to be contacted when they were in so if I needed to replace the order I could. Another month had gone by and no contact. I again called and was wondering what was going on. Not sure what to tell you, they are on order was the response that time. It has been 6 months (2 more calls were placed during this time frame with no results) and this issue still has not been taken care of. I called customer service 2 weeks ago asking to speak with a manager or supervisor and am still waiting for a call back. I am generally a very patient person but am now extremely pissed off so have gone the social media way. Maybe now someone will finally contact with me with some resolution to this problem.
I have nothing but great things to say about this company. I found an item of my moms after she passed. It was missing several pieces. They (Sabrina) took her time and help me figure out which pieces were missing and directed me on how to obtain them. She was so kind and patient. I will absolutely purchase from them in the future just based on their customer service alone!
I was troubleshooting an issue I was having with my outdoor fire pit and realized a part was broken just a few months after I made the purchase. The service team was extremely helpful in sending me out the replacement parts, for free, and Iwas able to get my fire pit running again.
I had a pair of new tree loppers with a titania part (I believe) that snapped the first hour I used it. I am 72 and dont have much arm strength. I contacted the company, sent photos of the broken loppers, and asked for help. It took a few weeks, but I got a replacement looper last week. Thank you, Bond Company!!!
I bought a gas grill made by bond manufacturing and after 3 years the burners started to split. I contacted customer service and they immediately offered to send replacements to me. Great customer service, highly recommended!
Love our Fire Table! had a couple of issues with the flame not staying lit, but Bethani and Marco were both extremely helpful and super polite with helping me through the process of troubleshooting. Glad to say that its now working properly and will work better once i receive the replacement part. Thanks again Bethani and Marco for your patience and walking me through the process. You are both exceptional at what you do!
I bought a gas grill barbeque last year and recently 2 gas tubes cracked.Shelby Pastorini from Customer Services took care of my concerns and I was very pleased with the response, as they replaced all the gas tubes on the grill. What exceptional service!!Thank you so much!
Im a firm believer in giving credit when credit is due. More often than not we find ourselves in a dark place with customer service reps when we reach out for help, and as a result more posts speak about complaints rather than praise. This exchange blew me away... My sons bought me a fire table last Fathers day. I loved it! I used it that fall and into the early winter, finding it a warm, attractive and functional replacement to the patio heater I tossed last year. I even had a custom piece of plexi made for it to cover the top so the weight of the snow that fell would not fall into the center. After uncovering it for use this year I noticed the paint had worn in patches on all four sides. There were white spots in numerous areas along the table top as well as the base. The fire table was kept outdoors all winter, however covered and off the patio stone floor. After only 1 winter there should not have been that much wear and tear noticed after only 1 seasons use. I called Bond, solely looking for some touch-up paint to cover up the spots that had prematurely weathered. They had asked me to provide photos of the worn out areas so they could submit to their warrantee department (even though technically out of the 1 year warrantee period. They did and came back to me 2 days later with a replacement offer. No questions asked and did not even want the old table back. While I was thrilled with the offer, I expressed concerns that it might happen again and did not want to go through this yet again. They explained that they had upgraded the paint and sealent used and do not expect a reoccurrence of this type of issue. All exchanges were via email. Each exchange was prompt, all personnel were courteous, knowledgeable and quite frankly blew me away. Kudos to Bond Manufacturing. I was looking for touch up paint and received a brand new fire table. Nice job!
Contacted Bond through online chat and spoke to a representative named Hayde. Extremely professional, helpful, and awesome. Found the two parts I needed and is sending them to me. No hassle and super easy. Wish all companies were this easy to interact with. Probably helps that Hayde was awesome.
Purchased garden shears at Sears (under the Stanley label) that broke after a few uses. My local Sears store had closed. Called Stanley, who directed me to Bond. I provided whatever supporting info was requested and the shears were promptly replaced (under the Black & Decker label).
Nicole Mergogey, she went way out of her way to get me the right part to fix my fire pit. she went out to the warehouse and made sure it was the right regulator.. (first two were wrong size)Nicole i just want to say thank you very much .the regulator fit perfect and even the igniter came back to life. your the best!warm regards,John Barclay
Searched high, low and ALL points in between for a replacement gas line for my firepit. After a solid week of several unsuccessful store visits and web searches I had lost hope. I located a number for BOND and with one phone call to a true pro named Shawn my problem was solved. Thanks again Shawn!
Bought a fire pit from Lowes but it wouldnt stay lit. Emailed Customer Service and they replied right away, told me what to check and that fixed the issue. Fi was the one that helped me and she is definitely an asset to your companies Customer Service Department with the professional yet personal top notch service that she brings to the customers...she’s the best. Thanks again...Paul
Needed a replacement ignitor for my fire column. Jessica Hoyte provided exceptional customer service and was able to process my order quickly. Kudos to JH and Bond Manufacturing for a satisfying experience. (Called from Canada)
Low quality products and horrible customer service. Our $600+ fire table lasted 13 months. The top faux wood chipped off, it stopped lighting, and a few months later the exterior started to fall apart. They wouldnt help us at all because it was over 12 months. Worst product ever.
I purchased a 3-way adjustable nozzle to fit on my watering hose for my flowers and yards, its so nice and sturdy built--were so very pleased with it. Thanks, today its hard to find excellence in manufacturing.
Having had some challenges with defective products, Hayde Guevara(Customer Service Supervisor) has gone out of her way to make a positive impression and ensure everything ended up in great shape. Because of her efforts, I would go back to Bond in the future. Truly exceptional customer service!
Sabrina in Customer Service Rocks!!!! Not only did she find the replacement parts we needed, but she then went out to the warehouse to make sure it was what we needed!!! We love our little portable fire pit and look forward to repairing it for the fall season.
Great customer service from Bethani! So, the bad news is that my fire pit isnt working...but the good news is that Bethani was very friendly and helpful. While Im still awaiting the replacement parts, Bethani was pleasant and understood my concern to quickly suggest what was required to remedy the situation. If youre calling customer service, ask for Bethani.
Had issues with fire pit. The lid melted to the edges of the table. Not because the lid was put on while hot. It melted to it from the suns heat. We contacted the company for warranty (fire pit less than a year old). They have been making us jump through hoops to try and prove purchase and cause. we complied with all requests and they continue to add steps to try and discourage us from pursuing the issue. Terrible customer service.
Had a problem with the igniter for our fireplace and once contacted, Fi was extremely sweet and sent our new one out immediately and also emailed the instructions on how to install it once it came. The fire pit is very cozy on a chilly night and we look forward to using it for a long time to come.
I telephoned to ask for missing hardware for my TableFire. I was told very politely that they did not have spare parts which is impossible for a manufacturer. Open up a box and send the missing hardware.This should have been an easy fix.
The company was very helpful and requested I take pictures of the part I needed. Once they received the pictures, they sent the correct item. Shawn was a great help. Many thanks.
What a great company to work with!!! Their Customer Service is totally on top of things and its very obvious that their goal is to have a satisfied customer. You cannot go wrong with this companys products and service!!!! Thanks so much Bond Manufacturing!!!
Couldnt have asked for a nice set of customer service reps. Thank you to both Shawn and Hayde for assisting me with a fountain issue promptly, kindly and efficiently. I am in awe of the absolute awesome customer care!
Outstanding customer service! Responsive to requests, persistent in solving a problem, and the company stands behind warranties and then some. This company stands out as a responsible corporation with great people! Thank You Jes and Bond!
Needed to replace an ignitor on a 6 year firebowl. they still had the part available and bent over backwards to get it to me asap, on bestway freight. very impressed with the customer service group!
Called today had a slight problem, Bethani answered i could hear her however she could not hear me. 99.9% of service reps would hang up right there, not Bethani, she said she could not hear me but my phone number was registered from a previous call and she said she would call me back, which she did in like 2 minutes. not only did she subsequently solve my problem, she showed that she is on the ball and she should go far in business and life, i am a retired gm parts manager, had many people work for me over the years if i were still working i would use this albeit little thing she did because many people would not have done so. so kudos to Bethani. the case number was:CID143229Nick
Not sure I have ever dealt with a more knowledge, kind and ready to help service team in my life. Helped me trouble shoot a problem. Sent me links and pictures to help order parts and look at issues. Amazing.
This company is wonderful with response time to questions and truly go above and beyond to please customers. My non fire push start was not igniting and they went over and above to get me working again. Thank you fir the superior service and your A+customer service.
Worst company ever. They do not stand behind any of their products. Do you research before you by anything from them.
Bond Manufacturing has been a strong supporter of the Antioch Community for decades. Not only do they provide well paying jobs but have supported the Antioch Historical and Antioch Sports Legends Museums with in kind services for many projects on a annual bases. Bond Manufacturing deserves Antiochs support- Buy Bond and support Antioch!
So far have had a bad customer service experience. Spent 20 minutes on hold this morning, then sent an email through their customer service portal. Called their office this afternoon and the operator transferred me to the same customer service line and placed on hold again. Just need a bolt for a lopper.
Christina was excellent! She was able to send me a warranty replacement fire pit cover for mine which ripped. Give that girl a raise!!!
Great experience with the warranty replacment of the 65ft automatic hose reel when it went bad. Easy to work with the customer service team!
I needed to get help with my Bond fire pit (which I love). I was blown away by the quality of the customer service I received both from Bethani and Fi! What a rare quality in a company! Thanks!
The Bond Manufacturing Customer Service is a model that other companiesshould consider having for themselves. Five Stars is what they deserve!
I received my fire top table which had several cracks from Hayneedle. I contacted Bond Manufacturing and they sent out new one.
Called Bond Manufacturing numerous occasions without talking to a representative. Completed warranty forms. No response.
Purshased a patio set, assemble it and had missing parts. Would not send them....just return back to the place of purchase. Got a screw you, attitude.Do not by any buy anything from them. Do not stand behind what they sell. Sould not be in business.
The team at Bond Mfg. went above and beyond the normal levels of Customer Service to source and deliver [at no charge] a replacement cover for our fire table. Thank you, Team Bond!
I had purchased some clippers that did not cut properly, customer service was great when told of the problem, The quickly sent a new clipper that works great. I wish all customer service was this good
The lady that helped me was very professional and handled my problem completely. She was very thorough and made sure that the product I was looking for was exactly the one I needed. My thanks to her.
Super customer service and response time. They replaced the top of my fire pit without any hassle. Truly a pleasure to deal with in this day and age.
We bought a Bond fire table this summer. Its awesome. And their customer service is terrific. Highly recommend!
Thanks Bethani...your assistance and guidance was greatly appreciated. I cant believe how quickly you were able help me identify the problem with by gas fire table....and how quickly you were able to order the parts...many thanks. Cheers.
I had a Stanley hose reel that failed in less than one year. They worked with me to get a replacement. Thank you so much!!
Ms. Hayde Guevaras provided excellent assistance. Her customer support and interpersonal skills are excellent. Thank you HaydeJimL, Fort Collins, CO.
Excellent customer service! Had a retractable hose reel that stopped working and they replaced it free of charge.
A great company that stands behind its products. Fast response and offered a replacement tool. Great fast hassle free customer service!!
Needed a replacement hose that was still under warranty and one was sent out, no problem.
My rep, Sebrena, was extremely helpful and resolved our needs quickly! Will definitely order from them in the future!
Needed a part shipping , customer service helped me locate the item /part number etc and completed the order in a speedy and courteous manner .
Webster dictionarys definition of customer service has Bethani Sadlers picture in it! Fantastic, personal and caring service. Nuff said.
Great customer service, quick to respond and very helpful/knowledgable. I had an issue with a Fire Pit and they helped me address it quickly.
Appreciate your excellent customer service in getting our issue resolved regarding the fire pit. Handled with courteous efficiency! Thanks.
Great service. Needed a small part for my fire table (which I love) and they promised to send it with no hassles. Very pleased.
Christina was sooo awesome and had the best customer service we have had in a long time!!! She went above and beyond to help us!!! Thank you for everything!!!!Mike and Tracey
Quick, courteous help from customer service. Needed a missing owners manual. They emailed it to me in minutes. Many thanks.
Great customer service! Sabrena took care of me very well with responding from the chat screen. Thank you Sabrena!
Christina Smith handled my warranty # CID180473She is very professional and a pleasure to deal with !
I had a few issues with my Bond fire pit and their customer service was great at solving the problem. All is well, thank you!
Great customer service. Went above and beyond. Very friendly and helpful agents. Great job Bond!
Great customer service and they stand behind what they sell. Warranty is great.
Bought a hose which was unusable. Spent a week trying in vain to find out when it would be replaced. Not impressed.
I would recommend this company to anyone! I am a business owner myself and know when your dealing with one that cares about its customers.
Great friendly efficient service - and the CSR send a follow-up e-mail with the manual I required.
I’ve been trying to get ahold of customer service for weeks. Their line keeps hanging up after going through the phone tree. Is anybody there???
Great experience with customer service and warranty dept.A company that can be trusted.Thank you
Sabrena could not have been more helpful, everytime we chatted i was very satisfied. Thank you Sabrena.
Great customer service for any questions you have! Love our fire pit!
Quick and helpful customer service! Answered my phone call and email efficiently and effectively.
Spoke with Christina, she was extremely helpful and friendly. Great customer service
The customer service department is excellent and we love our fire pit!!!
Great return experience, wonderful to work with, love their product
Amazing product and very prompt customer service..
Highly recommended! Prompt, friendly service.
Best customer service and great product
As they say best customer service!
Fast and superior customer service.
4.4 (189 comments)
Review №1
2021-10-04I purchased the Terrazzo Propane Tabletop fire pit from Target, and there were a few questions I had for Bond regarding possibly painting it, and hopefully get a wind screen. Both times Bond responded immediately to answer my questions. I could not be happier with the fire pit, its perfect for my gazebo. But, what Im more impressed with is their customer service. They were so quick to respond, and if theres an opportunity in the future to purchase from Bond, I will, and I will highly recommend them to others. They are a 5 star company.
Review №2
2021-01-13I recently purchased a fire table from a local retailer. The table I purchased was the display model, as it was the only one left. The sales associate assumed everything that I was supposed to receive with my purchase was with the fire table. However, when I got home and set up the fire table for use, I realized that some items were missing. I first contacted the retailer to see if they may be able to locate the missing items, but they could not help me. I contacted Bond Manufacturing directly the next day. They were very helpful and understanding of my situation and authorized replacements for the missing items to be shipped to me directly immediately at no charge. This small gesture indicates the level of integrity for this company. By the way, we love the fire table and are very glad we purchased it.
Review №3
2019-05-08I purchased a Bond Alondra Park patio heater about 15 months ago. The top of the base of the unit is already completely falling apart. See images. The faux wood is totally discolored and literally crumbling. Of course I am just a few months out of warranty, but decided to contact Bond to see if there was anything they could do to help replace this part. A contact form through the website was never responded to. After waiting 10 days, I sent an email direct, and finally did received a response. I provided the information they requested and never heard back. After another week I decided to call. My call was never returned. I waited another week and called again and finally spoke to someone who said because I was out of warranty there was nothing they could do and I couldnt even purchase a replacement part. Extremely disappointed in the customer service experience. And extremely disappointed in the quality of the product, that after just 15 months it is an ugly eyesore and will need to be replaced. I dont recommend purchasing a Bond product as they wont stand behind their quality and will put you through an endless loop to get any customer service.
Review №4
2019-05-20Very poor quality products and customer service is non existent, we purchased a Fireplace from Home Depot manufactured by Bond and after a few years the entire thing is falling apart. Its no longer usable as bits of the fireplace that have crumbled into the burner area have shot out and hit my son in the face. After speaking with Home Depot who said they would have swapped it out if they still had it in stock, they suggested to contact Bond directly, I emailed customer service almost two weeks ago and have yet to receive a response. Buyer beware that if you are going to spend $500 for a fireplace table you are not going to get quality from Bond.
Review №5
2019-08-08I purchased the concrete looking gas fire table in April last year for my husbands birthday. We were installing a new patio that summer and the fire table remained in the box in our garage until the end of September when the patio was completed. We used the fire table for 2 months and then stored it in our shed with the cover that was supplied with the fire table. May 1st, we took it out of the shed to place on our patio and the top de-laminated.I contacted Hayneedle first because that is where I purchased it from and they never got back to me. I contacted them again and they said to contact BOND Manufacturing. In the beginning of May, I spoke to Shawn Hazelet in customer service. He was very friendly and responded to my emails with the information I needed to send to the warranty department which contained pictures of the damage and model #s. He followed up and said the warranty department had my claim and I should be hearing back soon. A couple weeks later, I reached out to Shawn several times with no response back. I then called the customer service line to speak to someone else and get an update on my claim. I spoke to Christina who told me that the claim was never submitted to the claim department. She said she would expedite the claim and should hear back within a couple hours. The response from the warranty department was that it is out of the 1 year warranty and that the cover that comes with it is not weather proof and that I needed to buy a separate furniture cover. I followed the manual/care instructions to a T and stored it indoors. No where does it state that the cover that it comes with is not weather proof and I have to buy a new one for the unit. Why do they offer a cover at all then if we have to buy a different one? They offered me a $60 check to repair the damages....I had someone come out to give me a bid on the repair and its was $125 for materials and labor and the repair is not warrantied. The top continues to de-laminate and has to be thrown away. $60 refund on a $400 fire table that was used for 2 months...WHAT A JOKE AND A WASTE OF $400! Bond Manufacturing is a crook! DO NOT BUY FROM HERE!
Review №6
2022-07-03This place is a joke. They called me in for an interview because they were looking to get rid of the current IT worker. Glad I never got the job because I got a job with an MSP that paid more and now I work for a major healthcare company. Not working for these losers.
Review №7
2022-01-21I have an Aurora firepit that we love, it has saved us during Covid. The only problem is that the flame all of the sudden is really low. Ive tried the obvious stuff (full tank, fittings tight, etc). Id like to contact Bond customer service (given all the great reviews here) but the number on the website is out of service and the chat tool did not work. Im hoping a Bond rep will contact me here. Any advice is appreciated
Review №8
2021-11-02Bought a fire pit at Lowe’s and when we opened it the top was all scratched up. From the first conversation with customer service I was pleasantly surprised! I had to send in a few photos and they were willing to send me a new lid!!! No hassle of having to go back into the store and exchanging it! The customer service reps were ALL so nice and fast exceeding all my expectations! I will definitely recommend this company to all!
Review №9
2021-03-19I bought an older fire pit table at a second hand store. Recently I could not get the burner to stay on after I released the valve knob. Thought it was the valve. Called Bond and talked with Shawn. He quickly diagnosed the problem as the thermocouple and told me how to reset it. It worked! Also sent me a link to Amazon to purchase a replacement should the quick fix not work. Excellent customer service.
Review №10
2021-10-23Called Bond looking for parts. Sadly, the unit is discontinued. But this did not stop the customer service agent, Alexis, from finding a solution to my parts issue. She involved a technician as well as physically leaving her station to check the warehouse to see if there was any old stock remaining or something comparable. No luck. She then found a link to a parts company not affiliated with Bond and sent me the info.You may wait awhile on the phone before they get to you, but the reason is that they work as hard as they can to support your needs. Never once did I feel rushed or that Alexis was impatient.If I were in management at Bond, Id have Alexis teach a seminar on customer service. If they still made the unit I want, Id buy one from them in a shot.