Bond Factory Reviews

Great customer service for any questions you have! Love our fire pit!

Great experience with customer service and warranty dept.
A company that can be trusted.
Thank you

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.

Great Customer Service

Purchased 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!

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 contacted Bond's 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 didn't 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 wasn't replying.

I selected my replacements and although I haven't received it yet, I'm confident that Nicole will make sure it's 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.

Needed a part shipping , customer service helped me locate the item /part number etc and completed the order in a speedy and courteous manner .

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 didn't 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 don't see this kind of customer service anywhere. Your the best Cheyenne!!! Thanks again!!!! Now I can continue to enjoy my firepit!!

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 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

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.

Great friendly efficient service - and the CSR send a follow-up e-mail with the manual I required.

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 company's products and service!!!! Thanks so much Bond Manufacturing!!!

Spoke with Christina, she was extremely helpful and friendly. Great customer service

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.

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!

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.

Great customer service from Bethani! So, the bad news is that my fire pit isn't working...but the good news is that Bethani was very friendly and helpful. While I'm still awaiting the replacement parts, Bethani was pleasant and understood my concern to quickly suggest what was required to remedy the situation. If you're calling customer service, ask for Bethani.

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 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!

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.

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!

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!

Quick, courteous help from customer service. Needed a missing owners manual. They emailed it to me in minutes. Many thanks.

I'd 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 it's been weeks since I've heard from them and I can't get an answer. I will Never buy anything from this company again!!

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.

Thanks Bethani...your assistance and guidance was greatly appreciated. I can't 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.

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 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!!

I'm 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.

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.

Christina Smith handled my warranty # CID180473
She is very professional and a pleasure to deal with !

We bought a Bond fire table this summer. It's awesome. And their customer service is terrific. Highly recommend!

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!

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.

The customer service department is excellent and we love our fire pit!!!

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

Exceptional customer service. I purchased a Bond product in Canada and needed a part replaced. I contacted Bond and they're shipping the required part immediately. This kind of service is disappearing fast and it's great to see a manufacturer standing behind their products/warranties.

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.

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.

Bought a fire pit from Lowes but it wouldn't 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

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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 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

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!

A great company that stands behind its products. Fast response and offered a replacement tool. Great fast hassle free customer service!!

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!

I have a lopper and it needed a rubber/bumper stopper. I couldn't find one online to buy a replacement part. Simple enough, right? Since I couldn't find one, I figured the next best thing was go to the manufacturer. Bond's 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 don't know the ultimate outcome of my replacement part, as they submitted a warranty claim for me. So far, Bond's customer service is EXCELLENT!

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 couldn't 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.

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!

Great customer service and they stand behind what they sell. Warranty is great.

great return experience, wonderful to work with, love their product

I 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!

Quick and helpful customer service! Answered my phone call and email efficiently and effectively.

Great service. Needed a small part for my fire table (which I love) and they promised to send it with no hassles. Very pleased.

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 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 wasn't 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.

Sabrena could not have been more helpful, everytime we chatted i was very satisfied. Thank you Sabrena.

Appreciate your excellent customer service in getting our issue resolved regarding the fire pit. Handled with courteous efficiency! Thanks.

I had some loppers that I bought at Lowe's 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 Lowe's 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.

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 Lowe's. 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 Lowes's 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

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!

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.