Bond Factory Reviews

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 doesn't 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 don't get that kind of customer service anymore. Thank you.

Bought a hose which was unusable. Spent a week trying in vain to find out when it would be replaced. Not impressed.

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.

I've never experienced such terrible customer service and inferior products!

I bought a fire pit from Bond via Hayneedle two years ago, which was used about 4 times. I kept the fire pit covered when not in use. Nothing in the owners manual says to bring the fire pit inside before the first frost.
I was completely surprised to see multiple cracks all around the top of the table when I pulled the cover off this season. The finish was also peeling away all over the fire pit. I no longer trust that this product is fireproof, so its going to be thrown away.

Their warranty is only good for 1 year and I reached out to their customer service department for support on May 15th. It took until July 26th for them to contact me to explain I'm not under warranty (duh! I knew that!) and that they'd offer me a $60 refund on a product I paid $700 for. Completely insulting.

Stay away! These guys are crooks.

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 haven't had your unit very long I'll 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

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 didn't 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 (haven't used that method enough to say one way or other)

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 Bond's customer service department was outstanding to work with. We couldn't be happier!

Ms. Hayde Guevara's provided excellent assistance. Her customer support and interpersonal skills are excellent. Thank you Hayde
JimL, Fort Collins, CO.

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!

Excellent customer service! Had a retractable hose reel that stopped working and they replaced it free of charge.

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.

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.

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.

Bought a 5 year warranty hose they make. It blew out 15 months later. I've 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 can't honor their warranty!

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

I bought a Bond 10x10 Instant Canopy from a local retailer and had a glitch in the packaging so I called Bond Manufacturing's Customer Service and within minutes I had an order number to replace the missing part under warranty. It's good to know there are still companies you can trust! S-

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 !

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.

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

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 General's 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.

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.

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 doesn't 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 doesn't have that issue. I would say thay are at the "Legendary Customer Service" level!

Thanks, Bond. Thanks, Marco!!

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

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 don't 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 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.

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 a pair of new tree loppers with a titania part (I believe) that snapped the first hour I used it. I am 72 and don't 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!!!

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!

Ive read some of the reviews left here and I can tell you that this company doesn't 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 wasn't 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.

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.

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.

Called Bond Manufacturing numerous occasions without talking to a representative. Completed warranty forms. No response.

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.

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.

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 Lowe's 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.

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 customer service. Went above and beyond. Very friendly and helpful agents. Great job Bond!

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 Antioch's support- Buy Bond and support Antioch!

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 didn't). 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. I'm so happy I bought a Bond fire pit!

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.

Best customer service we have ever experienced. We purchased a beautiful fire table about 2 years ago from this company through BJ's 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 manufacturer's 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.

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!

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 wouldn't 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 couldn't 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 I'll pay the freight, about $37.00 USD. I couldn't be more happier since without the original receipt my chances were very low. Now I'll 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!!!

Very 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. It's 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.

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!

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 wasn't 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.
I've 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 who's products don't 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 i'm very frustrated with Bond in general. I certainly DO NOT RECOMMEND any of their products period.

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!!

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.

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!

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!

great experience with the warranty replacment of the 65ft automatic hose reel when it went bad. Easy to work with the customer service team!

Christina was excellent! She was able to send me a warranty replacement fire pit cover for mine which ripped. Give that girl a raise!!!

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.

The Bond Manufacturing Customer Service is a model that other companies
should consider having for themselves. Five Stars is what they deserve!

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 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 couldn't 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 don't recommend purchasing a Bond product as they won't stand behind their quality and will put you through an endless loop to get any customer service.

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 wouldn't help us at all because it was over 12 months. Worst product ever.

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.

I received my fire top table which had several cracks from Hayneedle. I contacted Bond Manufacturing and they sent out new one.

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!

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.

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.

I'm 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 Father's 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!

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!

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.

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).

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!!

I purchased a craftsman expandable hose that failed after 1 year. I didn't 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.

My garden shears didn't work. Kmart wouldn't 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.

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!

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 3-way adjustable nozzle to fit on my watering hose for my flowers and yards, it's so nice and sturdy built--we're so very pleased with it. Thanks, today it's hard to find excellence in manufacturing.

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!

My rep, Sebrena, was extremely helpful and resolved our needs quickly! Will definitely order from them in the future!

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

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.

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.

Webster dictionary's definition of "customer service" has Bethani Sadler's picture in it! Fantastic, personal and caring service. 'Nuff said.

I purchased a Black+Decker soaker hose with 5 years guarantee , when I was on a tour to USA in August 2018 , because of it's 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.

Needed a replacement hose that was still under warranty and one was sent out, no problem.

Wow....was I impressed! Like many companies they have a mission statement that's 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...

I purchased a fire pit from Lowe's that did not have a manual or a cover. Lowe's sales guy said I was out of luck because he didn't 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 wasn't 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!

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!

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 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 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

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 couldn't 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 didn't care how long I'd 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.
It's the best customer service experience I think I've ever had. :)

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:

CID143229

Nick

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.

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!

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 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!

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)

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!

Great customer service! Sabrena took care of me very well with responding from the chat screen. Thank you Sabrena!

I bought a fire table almost a year ago and unfortunately, I left it outside during the winter and didn't 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!!

Do not buy the lighted garden fountain the lights last 6 weeks and they are LED it's out of warranty they told me get this you can't 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 doesn't use a timer on there fountain!!!!!

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!