We found Fantasy Islands at the home show in San Diego. We purchased a BBQ Island with BBQ and side burner in March from Jason. After our initial purchase we decided to add on to our island to include a TV box. We wanted the island the box and the CD player with speakers.
After deciding to add the box we had seen at the home show and discussed with Jason. We visited a new local showroom that Fantasy Islands had opened in our area. We spoke to the manager there and he said he could not add on to our order because it was started at the home show and we needed to contact Jason. We tried calling the salesman (Jason) from the home show (3-4 times) he never returned our call. We then called the factory directly and were told by Curtis, that Jason never calls people back.
Finally after a number of calls we added on to our order.in order for them to deliver your BBQ you have to pay the final amount due prior to delivery. On May 18th we were scheduled for delivery between 10-2. They finally showed up after 5pm. The BBQ was damaged and numerous tiles were damaged. The side burner and umbrella were back ordered. They also were needed to connect the 2 units. Were told by the driver that he would be back the next day to put the units together. He never showed up or called. He also said a customer service person would come out and fix the rest of the items.
After making numerous calls to get someone to come out. They made an appointment to come out 3 weeks later to fix the items. Steve the "Customer Service Manager" showed up for 5 minutes dropped off the Umbrella and Side Burner and fixed 1 tile. He said someone would be there around 5:30 to deliver the BBQ and left. At 8:45pm the guy delivering the BBQ showed up.
Needless to say we Called Steve numerous times before you could talk to him again. He scheduled another appointment and had someone come out. They put the island together but said the tiles were not in stock. Steve set an appointment for 7/6/07 to finish work. No one showed up. Called Steve again he said he would be there on 7/13/07 and fix everything. He fixed one tile and said he would be back Sunday and he never showed up.
I called on Monday 7/16/07 to talk to his manager. Talked to Bianca and she said they would call me the next day and never called. I called back and they said Steve was fired and they made an appointment to have another person come out on July 20th. He showed up for 5 minutes and left because he didn't have the parts. He did actually come back the next day and fix the remaining items. So finally after 2 months we have a BBQ that works.
The only problem is the CD player they gave is not the brand that was promised and is broken. They say that we did not pay for the Aquatic AV brand CD player. But we were told by 2 people that work there that that is the only brand they use. Now to get the one we were told they use they want more money. Imagine that after all the crap we have had to deal with they want more money. They are suppose to come at the end of the month to replace the broken CD player with a new one. We will see if that happens.
You pay upfron and have no leverage in getting anthing done in a timely manner. You are at their mercy and they only care about making money not keeping their customers happy.
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