Emails from Customers
We have our chimenea up and running on our new deck protect! We are very happy with your product. Thank you again for all your assistance. I've attached a photo and, if possible, we would really enjoy the canvas apron that you have listed on your free accessories page. My husband is a woodworker and it will be perfect for him! Enjoy the rest of the summer and thank you again.
Noreen
Leo
Hi Phil,
My husband and I just received ours today! Super excited to start having fires on our new patio! My father bought one from you last year and loves it. He recommended you to us! I have attached photos for you! We would love the log grabber.
Amber
I'm absolutely loving my 27.5" DeckProtect Octagon with Dark Bronze Finish for my Breeo X24.
It looks fantastic and works perfectly, providing complete peace of mind knowing that the deck is fully safe and sound while we're burning away for hours on end.
I'm also so thankful for your amazing customer service, which was perhaps my best retail experience ever. You personally went above and beyond to help me get not only the DeckProtect but also the Breeo itself shipped internationally so that we could enjoy the unmatched quality and craftsmanship of both over here In Denmark.
You're a class act, and I'm recommending DeckProtect to all my friends stateside and here in Europe who could use the best fire pit deck protection solution available worldwide.
I'm really loving the set up. Couldn't be happier with this great product!
Morgan
I've been meaning to let you know, everything has worked out perfect. A BIG THANK YOU !!!!
Between graduation and Birthday celebrations and family in town it's been perfect.
Thanks again, I'll send a pic when things settle down
Sylvia
Phil
got it.....it looks amazing and fits perfectly..........I will send pictures tomorrow
John
Just wanted to let you know that our deckprotect arrived today, in time for our party on Saturday. And it fits nicely under our new fire pit. Thanks, again.
David
Most customers don't send us emails telling us they are happy with their DeckProtect. We have to believe they are satisfied if we do not hear from them. Whenever we get an email from a customer who is not satisfied for any reason, we respond immediately and fix the problem, which may mean sending a replacement at our cost, no questions asked. Below are excerpts from a series of emails from an unhappy customer.
Just wanted to let you know the edge of my base is chipping off (see photo). This is happening in a few spaces. I tried to find paint to fix it but nothing seems to adhere to it. Do you have any suggestions? This is incredibly unsightly and VERY disappointing (for such a costly item).
If it keeps happening (which seems to be the case I will have no choice but to throw it in the trash since the rust would look better than a chipped base. Again - I am so disappointed I don't even know what to say. I feel like I got scammed.
John
……………………
I appreciate your email. Please don't throw it out. I will send you a new one at no cost to you, and only ask that you send us back the failed one... again at no cost to you. One reason I moved to South Carolina was to be close to where this product is made so that I can oversee it.
Making a profit is way less important to me than making sure that no one ever regrets doing business with me. I am troubled that your email suggests that you did not recognize that from my literature and web
site. My customer satisfaction policy is as strong as it could possibly
be.
I will not be able to ship the replacement right away. I will do my best to make sure that the quality is good and then ship it. Though it may bother you that the coating is chipping off, I hope you will be able to
use it knowing that the replacement will be coming soon.
Phil Dickinson
……………………
Wow....that is exceptional......and completely unexpected......and rare.......and REFRESHING.....you don't come across many companies and owners these days who #1...admit they made a mistake and #2...actually do something about it.
I respect that more than you can imagine .....
thank you
john
