Complaint Review: TopGrill Patio Furniture - Lincolnton Georgia

Placed an order with TopGrill Patio/Savannah Outdoor Living on 3/6/2012. Was excited because they offered a very good price on a 7-piece patio set that included four chairs and a glass-top table. After a few days, had not received any confirmation or communications from the company. Called the 800 number from the website. Was told they had received our order but that the chair and table were on order. We said we were not in a rush b/c it was still late winter--would check back in a couple of weeks.

Checked in with the company on 4/3/2012. They said they now had the chairs in stock but did not have a date yet on the table. We asked how long it would be. Again, we did not yet need the furniture so a few weeks would be OK. The person answering the phone, who was both rude and condescending, said he had no way of knowing how long it would be. I asked if he thought they would be able to fill my order by the summer. He answered with a very snippy answer of how was he to know. He said most of his customers did not buy the glass-top table but choose to upgrade to a more expensive cast table. He said it would cost several hundred dollars more but we had this option. I explained to were interested in the glass-top table we had ordered. He seems to dismiss me b/c I did not want his more expensive table. As we were about to travel for two-weeks, I told him I would call upon our return and see if a delivery date would be available. I was definitely was not thrilled with the individual's condescending attitude but decided that, given the price, the product still may be worth getting.

Called the company on 4/20/2012 to get an order date. Mind you, we have received NO emails or PHONE CALLS at any point since we placed the online order on 3/6/2012. It sounded like the same rude service person who answered the phone (maybe they have an entire warehouse full of rude and snooty sales people--they certainly don't have any furniture). Anyway, this guy was all over the board. He said they had sent an email and then he said they called--neither had happened. He was again very condescending, saying that he has no way of knowing if/when this table may be available. He also said his company would have offered a free upgrade to an in-stock table--this never happened. We asked for any record that someone called or emailed--copy of email, name of person who spoke to us, etc. He had nothing. His tone got ruder and ruder. He said, "You obviously knew you were ordering something out of stock when you placed the order?" This seemed strange on two levels: 1)Why would an out-of-stock order still be on your site, and 2) How would we have know given there had been NO COMMUNICATION. The entire "we offered a free upgrade" was a complete fabrication--and he had no record this had happened. 

We ended up telling him to cancel our order. Bottom line, we wary ordering from this company. They say they are the manufacturers of the brand--but I have a feeling this stuff is manufactured in China and just shipped into them. Why else would they have no idea if/when they would be getting inventory. THE ATTITUDE OF THE TOPGRILL STAFF IS EXTREMELY RUDE AND CONDESCENDING. Not worth the hassle and I doubt they ever ship stuff out--certainly not in a timely manner. We have wasted 6 weeks and know will scramble to get something for this summer's pool season. We have decided to go the Telescope Casual Furniture route. A bit pricier but worth knowing it is American made and from a great, reliable company.