John Soule

Review of Bond Factory

Had some questions about winterizing the Newcastle...

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 don't 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 that's 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, Bond's 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: Bond's customer service scores 5 out of 5. Great job, and thanks for exceeding my expectations.