We could not remember how to light the pilot for our gas fireplace! We called Offfenbacher's for a technician's visit. The wait would have been til mid-January! Ms. Brenda Gilbert asked us questions and talked my husband through thru the process of lighting our fireplace! We are now toasty in our family room. Wonderful service. Thank you!
We bought a patio set a few months ago that cost $6000. One of the umbrella hinges snapped off this week and we took it back to the store only to be stonewalled about leaving it open in the winter and when it rains. We always close it when it rains and as far as we know, it has not snowed since May. Offenbacher has no customer service policy other that getting rid of any question, problem or product issue in the most abrupt, negative and expedited way. We just emailed them to see if they will ever respond. Never again.....BUYER BEWARE!!!
The store and the delivery company do not communicate.
The store manager told us the outsourced delivery company
would bring our gas fired vent free wood stove, by Vermont castings,
would bring the product into the house. When the delivery company came they said it would be curbside delivery only.
How could an elderly couple carry in a 300 lb cast iron gas stove?
Once the stove was in place and installed, at our expense, the
stove did not fire -up. A part was damaged. We never talk to
the same person when we call the Fairfax store.
I would never buy from this store again and would not recommend
the if you see a product that you have to have delivered DO NOT
BUY FROM THIS STORE!!!!!!!!!!!
I bought 4 fireplaces with glass inserts, fans, and custom louvers. I received damaged louvers 2x's , which took months to replace. They do not install the fireplaces (at least not when i bought them) so it was extremely difficult trying to get someone to install them, then I had to personally track down all the correct parts to have them installed by a 3rd party vendor. Today I called to get one of the units serviced and again got the run around. I would never buy from this company again. There service and sales are horrible.
Can't complain about the prices or on-floor sales staff (both were fine), but when I went to the warehouse to pick up my order I listened to an employee berate a customer over the phone about a scheduled delivery, then hang up and re-live the horrible conversation with a co-worker, then with a grunt ask what I needed. Guess she was having a crappy day, but I'll definitely remember that experience. Not the kind of customer service what makes you want to go back.
We visited the Rockville store today. When we couldn't decide between two dining sets, the salesperson suggested that we go home with the measurements and phone in to order the set that would best fit the intended space. The salesperson handed us her business card and a coupon for an additional $100 off the dining set before leaving the store, indicating that we could use it on this purchase. Upon calling back, we were told that the $100 coupon was already included in the sales price and that we would need to sign the purchase invoice either by fax (which we do not have) or by returning to the store. Additionally, for delivery, we would need to stand by all day as they cannot give delivery windows, just an assigned day. Wow, zero for three in our book. Unfortunately, we will look for another store to purchase outdoor furniture.
We have bought a considerable number of things from offenbachers. They have a very pleasant large and airy showroom showcasing all of their stuff from fireplaces to pool tables. The staff are very knowledgeable in their departments and are generably very helpful. We bought a table and chairs from them as well as a gas fireplace and have had no problem with either of them. They also have some great end of season sales
PROS: Great staff, sales and selection