-
June 2023 by Heather A.
I ordered furniture and the delivery date is well passed the promised delivery date. When I call customer service the only answer that I get from them is that the furniture is in a warehouse and I should be hearing from them soon. If I could give them a lower rating I would.
-
August 2020 by Daniel V.
Having purchased furniture from Thos Baker 8 years ago and being very happy with quality and service, I had no reservations making an online outdoor furniture purchases earlier this year for my new home. Unfortunately I have been extremely disappointed with customer service received. The $1300 outdoor picnic table ordered is described on their web page as: " Capable of withstanding the rigors of commercial use, the madrone 63" table is equally at home in your back yard, beside the pool or on the patio. Sleek grey powder-coated aluminum provides a light-weight, rust-proof frame and is accented in your choice of natural or vintage state-of-the-art wood alternatives. Easy to maintain, elegant and fitting to a variety of aesthetics, madrone is our most comprehensive contract-grade collection.To clean Tekwood, use a mild detergent and soft scrub pad to remove debris. After cleaning, routinely apply furniture polish to help resist staining. Umbrella hole included." After a couple weeks of use the top started blisters. I called about this problem and was informed: "We apologize for the damage that has taken place on your table. These marks are caused from extreme heat. The good news is that this can be repaired and over time the table can be resurfaced to look new year after year. We apologize but burn marks are not covered under warranty as the are a number of reason this could occur, glassware is the most common cause. Our Tekwood material is made from polystyrene, which is a plastic. Do not place hot plates and dishes directly on Tekwood. Avoid leaving lighters, matches or cigarettes directly on Tekwood. Also, magnification from the sun caused by certain glass or stemware can damage Tekwood. Use caution when using materials that could increase sun magnification." Nowhere on their web page can you find the warranty of other information that you cannot use glassware on a so described "commercial grade" outdoor dining table. That would have been good to know. The solution that I can have it re-finsihed every year is ridiculous. Very Very Disappointed.
-
August 2020 by Karen C.
Turn away! Placed order, took immediate payment and 5 weeks later claimed it was oversold. Now waiting for refund estimated to take about two more weeks.
-
February 2020 by Randy Smith
The WORST customer service I have ever experienced. In fact their customer service is non-existent. I purchased a teak table that began to warp and split apart in less than six months. I sent in pictures of the table along side another one which I have had for over a decade that is still in perfect condition. They refused to replace or refund and unbelievably said it should not have been left outside. Part of the company name is Thos. baker OUTDOOR FURNITURE !! They refused to escalate my complaint and refused to give me the name of supervisors or owners. I researched the ownership and sent a letter which was returned unopened. They stonewalled me knowing that they had sold a defective piece of furniture. I suggest in the strongest of terms that you do not do business with this company unless you want to take the risk of being ripped off with no avenue to be made whole again.
-
October 2019 by Kelly Hibbs
DO NOT ORDER FROM THIS COMPANY!!! Four months ago I placed an order for almost $7,000 worth of outdoor furniture. I was not notified at the time of purchase that most of the items were on back order. After calling repeatedly for months part of my order finally arrived but with the wrong cushions. It took at least another 3 weeks to get the correct cushions. I was told that my love seat wouldn't be available until September. I called on Sept 27 after hearing nothing from the company and was told that they will not be manufacturing this item any longer and that I would be reimbursed for the love seat. I asked them to take back the rest of the items as well because I now have an incomplete set of furniture with no way of getting the final piece. I was told that the rest of the items could not be returned as I have had them for over 30 days. This was THEIR FAULT! I was not allowed to speak to a manager and there is absolutely nothing I can do to have this rectified. This is ridiculous! No one ever communicated with me and customer service was not able to answer any of my questions during the multiple phone calls I made to them.
-
August 2019 by Ellen C.
We requested fabric swatches which never arrived. After calling, we finally received them over a month later. While we waited, furniture was selling out so we asked how to hold the furniture until the swatches arrived. We were advised to place an order over the phone, and then call back once the swatches arrived. We placed the order for almost $10k of furniture and they charged our credit card. The furniture covers arrived. When we called back with the color choice, they said the furniture had not been held, was sold out, and they would not honor the pricing once it was back in stock. They were unwilling to help. Seems like this company is being acquired and policies are changing.
-
October 2016 by Cheri H.
Top notch service and quality. Excellent follow up. I ordered the Cottage outdoor furniture--identical to a set that I almost bought through a high-end catalog company beginning with the letter F. I saved almost 50%. I highly recommend Thos. Baker!
-
June 2016 by Robert M.
I ordered a fire pit from the company and what I what arrived what not what I think or what the company shows on hair website. I talked to Matt in customer service who was rude and not willing to help resolve my question. Kelly his associate what far more responsive and helpful. I have now written an email to them and am waiting a formal reply. I feel they have to be more explicit in what they selling in terms of what condition it will arrive in. Right now I would not recommend them to friends or people I care about.
-
September 2015 by Anita T.
We ordered a red airline glider chair a month ago, and it is a wonderful piece in every way. It is a lovely color, is extremely comfortable, and looks like a work of art. It is advertised as being a retro 60's motel chair, and that is exactly what it is. Every time we have visitors, the sight and feel of the chair provoke a stream of lovely memories. It is the perfect accent piece to our garden, and we are looking forward to acquiring another identical chair before next season. Our order was processed and the chair was shipped within a week of ordering, and the assembly did not test the patience of anyone involved.
-
August 2015 by Ann N.
I spent over $4,000 with ThosBaker on patio furniture. My last order was for a teak bench and custom cushion. It took over five weeks to get it. They blamed UPS for the damaged cushion and claimed I hadn't ordered the bench. I ordered it over the phone then...why would I just want the cushion? They never told me it would come in pieces. I had to hire a handyman and he couldn't figure it out due to the limited and very poor directions. It looks terrible due to the plugs that don't look like they belong on the furniture. When I called customer service, the man was very condescending and rude. I asked to speak to a manager and he hung up on me. For such an expensive store, they treat their customers terrible. He told me I should have read their website to know I would have to put it together. They sold it to me over the phone. It looks so bad and they obviously could careless about helping their customers. Don't bother to buy anything from them! You will regret it.
-
August 2014 by colette b.
Avoid this company at all costs! I called them asking how I might purchase a replacement bolt for my Thos Baker chair - two and a half weeks before I hosted a garden party at my home. They promised to send it to me immediately. Well it never arrived. I called them several times to follow up and then when they admitted it was never sent they promised to send it overnight delivery. When I called to confirm that it would arrive in time for the party, it was clear they forgot...again. I asked them to send it fedex and that I would pay for it. They told me it would be done and they would call back to confirm. They never called...and the bolt never arrived. If they had told me they could not send it, I could've had time to buy another chair or a replacement bolt (which they did not respond when I repeatedly asked for the dimensions). Do not buy from Thos Baker!!
-
April 2011 by lynne t.
Just bought a ton of great teak furniture for my deck from the Thos Baker outlet store between Bainbridge and Poulsbo. The stuff is gorgeous and really well made. I got a great deal at their outlet on some older stuff. Add lunch by the harbor in Poulsbo and it's a fun daytrip Now I just need some sunshine for my deck.
-
December 2010 by Karen W.
We ordered a teak furniture set from Thos Baker Outlet. The staff was very friendly and helpful at the outlet store. We ordered a teak set at the end of August that was supposed be in stock and shipped within 2-4 weeks. Needless to say we received our furniture mid December almost 3 and half months later after much frustration with dealing with this company, no phone calls advising of the delays and no compensation. Upon receiving our teak set the condition of teak wood did not look new, the wood looked weathered, as it had been sitting in a shipyard for three months!
