NORTH CAROLINA -- To my knowledge as of year 2006: "Horrible" customer service!
In year 2004 there was an honest, efficient, and friendly person working there in customer service. I had a good experience in 2004. Persons employed in their workroom were skilled at custom work. I purchased and had several custom made items produced: 4 chaise lounge cushions, 8 chair cushons, a few throw pillows, placemats and TWO 9' umbrellas! Everything went well....However upon my return to do business with this company in 2006 I needed to replace the frames to my umbrellas. I called and could not reach anyone and since everything went fine in 2004 I went on and ordered 2 umbrellas (though I only needed the frames) online because they were not showing on there website that I could order ONLY the frames for replacement therefore I had to order the complete umbrella. Also, since my original custom order was my fabric not one of theirs. As a professional decorator I knew I could easily switch the canopy out on them when they arrived, as I said I only needed the frames.( I thought using the same company I had do all of the custom work and originally purchased from, I'd receive great service from...Well I was wrong..Nothing could be further from the truth.)
When they arrived they did not fit. In fact they are not even the same size! They are not 8 ribed 9' umbrellas!...I called and was given the run around by a NEW person working in customer service! She gave me a very lame excuse," They had a fire and after the fire they changed companies they were buying umbrellas from." That excuse doesn't make a 6 rib umbrella into 8 rib umbrella! Truly a much smaller size. I ordered a 9' umbrella!! They refused making a return and sending me the right size umbrella, when they were at fault in sending me the wrong size!! She was also curt and said had I ordered over the phone/call-in and not online they may have returned it! That doesn't make sense, that would not have changed the size I ordered which was 9', and the fact that they sent me the wrong size and refused to return it!.....I suggest: If you buy from this company or its affiliates, plan to keep your order regardless of their mistakes in sending you the wrong size etc. Obviously they do not care about repeat/return business or keeping good customers, and have no problem lying to customers at the drop of a pin if it suits them.
To this day and year 2010, I am still trying to resolve the problem and still cannot use my original umbrella canopies they made because they sent me the wrong size frame when I reordered and will not accept a return, and they have not responded to altering my umbrella canopys so that they will fit what they sent when I reordered. They made my canopys to begin with!! Now in 2010 they claim to have the original 9' frame that came with my original order in 2004. If I want to order and PAY again for new frames it remains at my RISK! They should send me new frames free of charge since they sent me the wrong size when I reordered. If they make a mistake and send the wrong size again I still have to PAY for it! Even though they did not send me the correct size when I reordered in 2006 and that is why I am in this mess! What's wrong with this picture?!!....Where is the INTEGRITY in this business? I am still waiting for a return call. Once it's paid for and they have your money whether the order was right or wrong on their part...They Do NOT Care....BEWARE.