In June of 2017 we ordered almost $9000.00 of new furniture from Carls patio and spent an additional $400 on a stain/damage warranty from Guardian. We thought if we paid good money we would be able to have a great furniture for many years to come. The furniture was delivered a couple of weeks later and we were absolutely shocked at the condition, every single cushion was very badly stained, when I say badly, all 12 of the Sumbrella cushions had 3 stains the full width of every cushion. (see photographs) This was not new furniture and I rang the store together with emailing the head office. They apologised and said they would replace both sofas and the damaged lamp but unfortunately had no inventory at this time. In September they finally sent replacement cushions and lamp but no replacement frames, unfortunately the delivery driver spotted faults in the replacement cushions as he unwrapped them, he rang his office and arranged for yet another set of cushions to be sent. He told us to wash the frame before we put the new cushion on, I explained we already had but we would do it again. A third set of cushions finally came via the handyman from the Fort Myers store who originally delivered them to our previous address we had moved from 5 years previous (an indication of Carls patios poor organisation skills & customer service) The handyman suggested we wash the frames before putting the third set of cushions on, although we had already washed all the frames twice before we washed them thoroughly again before putting the cushions on. We are snowbirds and brought the furniture indoors a few weeks later before we left for home. On our return in April of this year we discovered that all 12 cushions had badly stained again despite being stored indoors. We rang the store manager Amy Moore, she never returned my call so I emailed her explained we had followed the frame cleaning process 3 times as per the instructions, her response was in a nutshell "clean it" with acetone, I responded that there is clearly a problem with the teak bleeding onto the cushions and her response was "if you purchase an automobile do you expect the dealer to clean the car"? I responded if a fault in the car was responsible for the stain then yes! As it happens my dealer does wash the cars it sells free of charge. I said that I was not prepared to continually clean this furniture every few weeks as was clearly the case. On 4th May 2018 Amy Moore said her district manager would call me on Monday, she didn't say which Monday but we've had 3 Mondays since then and I have no missed calls and no voicemails. I also tried to claim on the Guardian warranty and they refused blaming Carls patio for selling faulty furniture. So, to sum up, spent in total $8632 on what turned out to be second hand furniture, (they still haven't replaced the original frames) they won't sort the problem, won't return emails or make return phone calls, customer service is disgraceful and the products they sell is not fit for purpose. I would not recommend Carls Patio to anyone. read more
