Offenbacher

In October of 2014 after I returned from a tour in Afghanistan I purchased a patio set for over $ 1000 from the Offenbacher’s in Springfield, VA, and definitely regret this mistake. I thought I was purchasing a quality product from a reputable company. However, I was wrong. In May of this year after only owning the patio set for seven months the metal connections between the joints on the patio furniture began to rust. The rusting of the patio furniture left a rust-​colored stain on my deck. We contacted Offenbacher’s on numerous occasions via their website, by email, and by phone but they still have not made any attempt whatsoever to rectify the issue we are having with their patio furniture. We have constantly been ignored by Wendell, one of the staff at Offenbacher’s, who initially told us the store never received our initial complaint. In addition, one of the store’s employees told my wife that they do not know where the furniture is made. Last week we also noticed that one of the connections that hold the patio furniture together was missing (see photo). I will never purchase another product from Offenbacher’s. I am left with a very expensive set of deck ornaments I cannot use as I am afraid if I sit on the furniture it will fall apart and injure me of one of my family members. If you are looking for a company that sells quality products, responds to customer issues in a timely manner, honors a product’s warranty, and knows where its products are made, then I recommend you shop elsewhere. Offenbacher’s does not deserve your business.

Checked out Offenbacher’s in Springfield after going to the other store. I wanted to buy a Big Green Egg and wanted someone to «sell me» on the purchase. Mathew gave us all the information and my husband bought the EGG for my birthday. Unfortunately the table did not come in as planned, but Mathew and Zac arranged to deliver and set up my Egg with a loner nest in time for Easter festivities. I could not have asked for a better experience.

In the market for new gas fireplaces and checked out the showroom for some information. Unfortunately neither sales associate was particularly interested in providing helpful information or guidance even when we asked a bunch of questions.
We received the $ 50 survey visit fee message loud and clear, and left.

Totally disappointing and elusive reactions after the sale, even though the product was obviously defective from the start, even to their own repair staff. They all just blame someone else rather than trying to solve even a simple problem. Don’t buy anything you want to rely on from this company.
Installers are first rate, but when there is any problem at all — our fireplace doors fell apart soon after they were installed — Offenbacher’s management offered sweet talk but totally escaped into blaming the expensive custom manufacturer, taking absolutely no responsibility as the vendor.
Our impression is that the store manager would like to help but has no flexibility under management instruction — could be wrong, maybe they all are the same. The result is that we have paid a lot and have had no fireplace doors for over a year.
The answer from Offenbacher’s and from the manufacturer alike has been gosh, that is terrible, should not have happened. But it did. No refund; no solution; no fireplace doors. Just promises… And once they have your money, management really doesn’t care. And it apparently comes from the top, not just from the store.