Excellent customer service. Bill, in particular, came out to personally measure our fireplace because it was an odd, corner design. Bill worked with me to design a unique fireplace that would best suit our needs and modern style. He then came out again to meet with our contractor to best plan the order of the tiling, that the contractor was installing, and the installation of the fireplace. Once the fireplace came in from the manufacturer (it took 6-8 weeks, it's custom) Bill came out to install it. To my surprise he showed up with a wrapped up arm in a sling! He was clearly not feeling well and explained that he just had shoulder surgery two days prior! Instead of staying bed as the doctor ordered, he came, with another installer, to make sure our fireplace was installed perfectly. What a pro. Needless-to-say, we are thrilled with the design, functionality and quality of our new fireplace. read more

I paid over $11,000 for patio furniture here 6 weeks ago, and I was supposed to have received furniture covers and a glass cylinder for the fire pit weeks ago. I have talked to the store multiple times about it. Every time they have given me a new arrival date, and every time it has not arrived as promised. Now they tell me the items are back ordered. But why was that not the case 3 weeks ago when they said I would get furniture covers this week????????? Also, there is stuffing coming out of the back rest cushions because there is no liner between the filler and the Sunbrella fabric. I am deeply disappointed in the quality of what I purchased and the store's inability to ensure I get everythingI paid for. Update 12/6/24: They ordered furniture covers from a different place now so that I can get covers sooner. Have been promised delivery in 5-7 business days. Fingers crossed. Update 12/26/24: I got the new covers in that timeframe. They work well and the store called me to make sure they arrived and that I am satisfied with them. This follow up was a nice touch. read more

Excellent Selection/Superior Customer Service We have been shopping patio furniture for months in preparation for the summer and though we expected them to be the most expensive because of their location don't let that scare you off. The quality of their furniture is top notch, and in the customer service is outstanding. You are not dealing with a bunch of sales people, they have very one on one sales consultants. They guide their customers showing you options but no pushy sales techniques. You will make your own decision. Delivery is even better. The furniture was delivered in days if it is in stock and on time. Also their fireplace log selection is the best in the area with very fair prices. I highly recommend this store. Don't burn up gas running around. I guarantee it will be worthwhile. read more

I placed an order for a new umbrella canopy in mid-May, and they said it would take 3-4 weeks. In mid-June I called to see if it had arrived, and discovered they had never placed the order with the manufacturer. In late July the canopy still hadn't even shipped, and they did not respond to a voicemail inquiry I left. Summer will be long gone before we receive this new canopy, I'm afraid. Terrible customer service. read more

I have been buying from this company for 25 years. They carry the very highest quality of outdoor furniture and their service is great!

I wish there was a no star option. But sadly, yelp is too kind. I had someone come out to get measurements for a fireplace refacing, and the guys who came out were the only good part about this business. Everything else is awful. I was promised to be given a quote within that day and after calling to remind them 3 days out and then again 4 days out, I finally got a call back 6 days later from a guy who quoted me an outrageous price. So basically I waited almost a week to be given some laughable price and when I requested some sort of discount for begging to receive a quote on 2 occasions, he smugly said he won't do that and hung up on me. Literally. 1 week wasted and now starting over but I think that's best when you're working with a business who couldn't care less about providing good service. With that said, there's a ton of other companies who provide fireplaces services, I suggest going there. Stay away! read more

We have bought outside furniture and gas log fireplace from them. They are knowledge and help full. We looked at gas logs at other places. These guys are on the money. We love our new fireplace. read more

I bought a Basta Sole Pavilion for our outdoor court six years ago. I paid $2600.00 for it, a hefty price to pay but did it because the salesperson at Patio & Fire Place raved about the quality of the product. The fabric is made of sunbrella fabric, that is used to make awnings as well. The fabric is now splitting at the seams and the wood frame has damage. I have taken meticulous care of it. The "Basta Sole Promise" according to my purchase literature says "Quality isn't Expensive, it's Enduring." I agree, which is why I think this product should last for more then six years when I pay $2600.00 for it. I called the store where I bought it: The Patio & Fire Place. They told me there was nothing they could do, because it was out of warranty but to call the main company, Tropitone. I sent a respectful and direct letter to the CEO & President, Calvin R. Hendrix, along with photos and a request that although the product was out warranty, I asked for an exception to that rule for a replacement. Generally, when I have complained to the president of any company, he/she stands by their word, their product and honors the request regardless of warranty guidelines. THAT'S GOOD BUSINESS. The president would not give me a replacement and the warranty period was adhered to strictly. When I think of "ENDURING," I think longer then six years, which is how long we've owned the product. Before you buy any of these products and spend big bucks, beware that their useful life could end sooner then you think. My pavilion was not "enduring" in any respect....at least that was my experience. read more

We've been long time customers, purchasing all of our outdoor furniture and 2 fireplace inserts from this store. Most recently, we purchased a firepit, and once again, Katheleen was extremely helpful and accommodating. She provides great customer service and really knows the products...a true professional! read more

We bought new patio furniture from the Alamo location of The Patio & Fire Place. It was custom furniture from Tropitone and Alana at Patio & Fireplace in Alamo was extremely knowledgeable and helpful! read more

Excellent support. We purchased couple of has fireplace inserts that have electronic ignition that keeps conking off. But when we call they promptly send Jay (??). Sweetest guy who gets it reset and working every winter. read more

Kathleen is the best. She knows the products so well she was able to find our set and the replacement cushions. Never gives up. So refreshing in the retail world where many DONT SO THEIR JOB. read more

The customer service from Jay has been outstanding. We are still deciding on and looking at outdoor furniture, but must write that Jay is attentive follows up and is really focused on customer service. read more

At their Alamo store, I experienced extremely poor customer service. Their inexperienced employee, Kathleen, ordered custom cushions for outdoor chairs, for a set of chairs I bought from the store last year. Her inattention to detail caused the cushions to arrive without welting, which I had ordered. She said I must not have told her I wanted welting...but, in fact, we had discussed in detail that Beth, the owner, had called the manufacturer prior to my ordering these cushions and told me the company would add the welting at no additional charge. (Kathleen is clearly not a detail person working in a job that requires detail for custom orders, for she sent me a fabric sample addressed to a the wrong person, and weeks later I called to see if the order had arrived and she couldn't find the order for she omitted the first letter of my last name and had to search all orders.) In addition, after leaving without my pillows, I finally received a phone call saying that if I wanted the welting I would have to pay extra. You would think they would want to have a satisfied repeat customer but instead they are sitting on 2 unsold pillows and after much effort, time and gas, I have nothing. read more

I have not had an experience like this in a long time. What a true business owner (if the guy I talk to was the owner). I spoke with Bill about 2 years ago about updating our fireplace. He helped us complete what we wanted to complete which was about 50% of the project. Which turned out awesome. He kept our original concept on file for 2 years. So, when my wife brought up the completion of the project we headed back to Bill. He is a great man and is helping us get what we need done, done. I have been to almost all the Fireplace Stores and Bill is a true standout. I am glad that he has been able to help us complete our project. If you need a fireplace got to go to Blackhawk and chat with Bill. I guarantee a great experience. read more

2 great experiences, can't recommend this place enough. First visit we came in just advice & no pressure, the staff really knows their stuff. We went home & did some research & quickly found that we got great advice & great pricing. On our return visit we purchased the Rasmussen that they suggested & they spent so much time teaching installation, how to use the product, offering tips, etc. Great experience & very nice people. Thanks for a nice start to winter! read more

I have purchased several items from this store. They are very professional. Recently I had a problem with my umbrella and they bent over backwards to make sure we found a fair way to resolve the problem. Highly recommend this place. read more

Great place to purchase outdoor furniture or gas fireplace. Knowledgeable and friendly.

My review is based on two parts - the product (excellent) and the service (so-so). My wife and I ordered a patio set through Bill. Since we ordered a custom fabric on the chairs, we were told it would take around 3-4 weeks to come in - fine with us. We stopped by about two weeks after we ordered the set just to look around the store again, and Bill told us our set should be arriving any day. A week later I hadn't heard anything and called in to get a status update. Bill called the company making the chairs (Tropitone) and called me back to let me know that unfortunately Tropitone didn't have our patio table in stock, and were waiting to get the table in stock before making our chairs. Bill asked them to go ahead and start making the chairs since he had our table in stock. I definitely understand delays happen and issues come up, but I was a bit disappointed that we were told we should have our set any day, only to find out that the chairs weren't actually even being made yet. So my disappointment stemmed from our expectation that Bill would have followed up with Tropitone to make sure our order was on schedule instead of me having to proactively figure out what was going on with our order. Usually in these situations, the customer may receive a slight discount for the inconvenience, or a discount on a future purchase, but we weren't proactively offered either. The younger guy (Jason?) was friendly and helpful in setting up the delivery of the set, but the overall process could have been a bit smoother. So we ended up receiving our set a few weeks late, but I do have to say that the patio set is of excellent quality and we really enjoy it. We looked at several other stores before buying and their store had the best options we found, so as I mentioned earlier, my review of their product is very favorable - just be aware that you may need to proactively follow up with your order to make sure it arrives on time. read more

I went in a week ago and was looking at getting some new furniture for my Patio and i over heard two people at the desk with their backs turned and they were not saying nice things about someone. They then realized I was standing there and the woman walked away and the guy rudely asked me what I needed help on. So he was telling me about some furniture and instead of walking me to them he would point in the general direction and talk about it. Show me instead of pointing! Overall he was rude and does not know how to have great customer service skills at all, if any too. I would not go back and would never recommend someone to such a horrible store with rude employees. read more

I can't say enough good things about the service we received first from Patio & Fire Place in Danville. We had two fireplace inserts installed and are extremely pleased with the service we received from Jay who did the sale and then Andrew who did the installation. It is refreshing to deal with true professionals who actually care about their customers. In today's world where it seems customer care is nonexistent these folks demonstrate how it should be done. read more

This company has gone above and beyond the call of duty to satisfy this customer! I ordered a large patio table and six chairs, along with 2 chaise lounges. The first summer the fabric did not hold up and the cushions on all chairs and lounges were replaced (as they were under warranty). This summer, the same fabric (only on the chaise lounges) deteriorated once again. The supplier of the fabric said they would only replace the lounge chairs and that that particular fabric was no longer in stock. I would have to choose another fabric for the lounges. I was informed by Kathleen that they wanted me to be a satisfied customer, so they would go half with the supplier and replace all chairs and chaise lounges with a new fabric (and all would match). Needless to say, I was a most satisfied customer! Kathleen and Beth were extremely wonderful to deal with through this entire process and I definitely will purchase from this company again in the future. read more

Recently purchased a gas log set for our fireplace. Walked in for a grate for my fireplace and, after talking with the staff there, decided to to change over to gas logs. The log set we got (Timberfire?) puts off a ton of heat and keeps us cozy without having the heater on in the whole house. The staff was informative and knowledgeable and very helpful. The installer was on time and did the installation quickly and without any mess! If your thinking about converting from wood burning to gas logs, I highly recommend this shop! read more