Very disappointed with the after-care service. Purchased a propane fire table one year ago at the National Home show. This year, only after a few uses the entire table caught fire. I reached out, and per my own research and their suggestion, cleaned the venturi tube which can cause an ignition. Tried to light it again, and the entire underside of the table went up in flames. Clearly this was not a maintenance issue. This was very dangerous, and I reached out to customer care in the Spring. I realize due to Covid things are taking a bit longer but I have been very patient. It is now September. More than a dozen emails back and forth and I have ben told this is a 'maintenance' issue and they would not be able to assist, yet how can something be deemed a maintenance issue if no one even came to look at it? The entire summer has now come and gone and I have not been able to use this product due to the fear it would explode. Several unanswered emails, showed a copy of my invoice - why has it taken almost 5 months for this to be looked at? I am very disappointed that I purchased a product over $1000 and have been completed ignored about my concerns due to the dangerous nature of the situation. And worse, that I cannot even enjoy it for my personal use. No attempts have been made to rectify this, however I did receive an email back saying I could pay an additional $400 for a new table. read more

Do not purchase from this company. I also purchased a patio set at the March Cottage Life Show and was told it would be ready in May. No responses from them after multiple calls and emails. My husband had to take a chance and drive from Vaughan to Kitchener to see if our patio had arrived. That was in JULY. They didn't even have the decency to let us know it was there. However, we have yet to receive the coffee table. I am still trying to get a hold of someone for that. I have paid in full and still waiting. This company is atrocious. Spend your money elsewhere. read more

If I could give less than a zero I would. HORRENDOUS! I ordered a beautiful set. When it came there were screws sticking out the side, legs the wrong colour and size and faded cushions. The company will do nothing about it. Refused a refund. Told me I'd get a replacement set then lied and told me legs only. Gave me their showroom cushions as a replacement. Requested a refund and I'm being ignored. Absolutely the worst customer service ever. Do yourself a favor and go somewhere else! read more

great service when I placed my order at the Toronto cottage show Kim the owner did everything right...I was impressed with the outdoor furniture and that they would be delivering my furniture on the May 24 weekend fully assembled...as of JUNE 28th no furniture no delivery no contact to even tell us May 24 was not happening I called to see what day they would be coming and was told order not in if I had not called we would have sat all weekend waiting for a delivery not coming...I understand the world has been crazy and there are literally delays with everything but we're is the customer service the nice chipper voice saying so sorry for delay we estimate delivery on this date! instead crickets...when purchasing outdoor seasonal furniture time matters! $6000 for so far nothing and I had to rent a table for our family party! once again just really looking for some good customer service and maybe a discount or a free cushion! I am sure the harvest table and swivel chairs and umbrella will be fabulous if we ever receive them. thanks from frustrated customer Sandy read more

We purchased a sectional in the middle of Covid summer, when it was difficult to find anything, as patio furniture was selling out everywhere. The sales staff were excellent, helpful and thorough, as I had a bunch of questions. We ordered exactly what we wanted. We got it sooner than expected and the delivery staff was great. Most importantly, the quality of the sectional is top notch. It is constructed well and cushions are comfortable and look awesome! We had a bit of an issue with all the sections staying together properly because the patio wasn't level but when I explained what was happening the person on the phone set me up with some extra clips, no charge and it fixed the problem. We used this sectional every day until just after Thanksgiving and when we finally put away it showed no signs of use. N. Martin, Waterloo read more

Distinctly Disappointing We were in the Distinctly Patio store Friday, May 17, 2019. We asked if they had a windshield for the Cobra Round Fireplace we purchased in 2017; a computer check revealed that they did not. However, one suddenly appeared in the backroom, in a nondescript box and we paid for it in good faith. Upon returning home after the weekend, we discovered that the nondescript box did not contain hardware. We also found that 2 of the 4 glass panels had minor chips on corners and were noticeably dirty. After calling the store several times, we were advised that the hardware would be on a delivery truck in our area the following Tuesday; the truck never arrived. We contacted the company again; they advised that they would ship the hardware via Fedex. After receiving the hardware, we raised our concern that perhaps the unit was not new, but rather a 'return': not in a "vendor's" box, 2 panels dirty and chipped, no hardware. We were told emphatically that this was not the case. We were also advised that the windshield unit was not the Cobra model we were seeking, but a substitute. We installed the substitute windshield on our fire-table, but after only 5 uses, a 4" crack appeared in one of the panels. We contacted the company on June 22, 2019, but have not had a reply as of today, July 4, 2019 - 8 business days). I guess we shouldn't expect one. read more

I have never met such pretentious stuck up sales people in all my life. Rude beyond belief. The experience started badly when one of thee staff said "What can I sell you today". Really!!!! Not a great start. I had come in with the hope of making a simple purchase but have the intentions of buying a complete patio set in the near future. Now I will take my business elsewhere. There are far too many other places who WANT my business. read more

We have had great customer service from the staff at Distinctly Patio. From Sales to Service, they have been delightful to deal with. We are extremely satisfied with their products. We purchased as complete outdoor seating set with cushions and covers for everything. We returned for additional arrangements for our outdoor front area and lower backyard. Fair pricing compared to competitors. We highly recommend Distinctly Patio :) read more

When purchasing from this company everything is great. Customer service after they have received payment in nonexistent. I tried many times to get a response regarding a defective item. Kim will not respond to emails or phone calls. I would not buy from this company for that reason. read more

We ordered a beautiful set & were so excited for it. I called & Justin FaceTimed me as this was during Covid, we could then see the sets to choose. We were told the table, 10 chairs & cushions were all in stock, this was from Kim who was in the showroom at the time & that delivery would not take long, thus we got rid of our old set to prepare for the new one. After a couple weeks I called, left a message looking for an update, I also emailed, no response. After about 3 weeks Lois in delivery told that they were so busy but she would get back to me with an update. Called back after 4 weeks, their mailbox was full I couldn't leave a message, so I emailed, again no response. Called again the next day & was told that they did not have my table in stock (they sold it), so I said I wanted to cancel my order, Lois wasn't sure how to do that so she would call me right back, no call back, I had to call again the next day. I was on hold for almost 30mins & finally Megan (very nice girl) came on the line to do my refund, while on hold again my other phone rings & it is DP looking to schedule a delivery for this week with my substituted table, which I didn't agree too, so I explained that I was on hold with Megan from the same company getting a refund. First I understand this is during Covid but be honest with the customers, no one ever told me that they didn't have my table until I called for a refund. Keep in mind that I paid for delivery & paid the full $3104 upfront but they didn't want to deliver it until they had more orders in my area, I could understand that if delivery was free. In short horrible customer service. Very disappointed, now we are off to shop for a new set elsewhere. read more

I phoned this business yesterday to ask if they had the product I wanted and was told it was in stock. At that time I asked if they matched prices for identical items and was told "yes". I visited the store and chose my item and was told that they did not match "clearance" prices. I told them the regular price of the item at their competitors but they still wanted to charge me their price which was $100 more. I was very disappointed and they lost a sale. read more