KETTLER Showroom — Local services in Virginia Beach

I used to be a big fan of Kettler up until today because of their quality products and customer service. I purchased a table with 8 chairs last week and yesterday the table and 6 chairs were delivered. I asked the delivery guys where the other 2 chairs were and they said they would make a note and come back out with the 2 chairs. I called Kettler yesterday and told them my name and gave them permission to deliver the 2 chairs even if I am not home. They said "ok." This morning I call Kettler to find out where the 2 missing chairs are and the sales lady (who I dealt with last week) said I only purchased 6 chairs. It is a table made for 8 chairs, but a clerical error happened on her side. She apologized and asked if I would come in and pay for the 2 chairs and pick them up in my car. I said, "ok." I arrived at the store this afternoon and explained to the manager and sales person that I would like a refund/reduction on the delivery charge because I ended up having to drive 37 minutes each way to pay for and pick up my own chairs to avoid another delivery charge based on their clerical error. The manager said he would not refund any of the delivery fees b/c they provided manpower and a service to deliver the table and 6 chairs. I should have looked at the receipt after I purchased the chairs/table, but I heard the price, swiped my card, tucked the receipt in my purse and was on my way. I explained to him that I had to use my own manpower and take time away from my life to pick up the chairs. He eventually agreed to refund the sales price of the chair with an additional $20 off each chair to go "half-way" with the delivery charge for me. He walked away and I went to the front counter where the sales lady (who heard the entire conversation) tried to charge me for the price of the chair without the $20 off each chair, as If I wouldn't notice. When I asked her about it she said, "I am the only one that is going to suffer, but that is ok, I will live." She apparently thought she could swindle me to improve her commission. I went out back to get my chairs and explained to the manager that the sales person did not want to honor the discount. I explained to him that the commission should not come out of her pay, but should come out of his salary because he is the manager overseeing everything. She has been a sales person there for a very long time and should be appreciated, but at the same time know that it isn't good customer service or business practice to try and sneak an additional $40 into a sale. Be wary of this...

I came to Kettler in search of my first set of 'forever' outdoor furniture. The store was somewhat busy and I wandered about sitting in chairs for awhile before April approached and asked how she could help.

She was very knowledgeable and helped me discern the differences in the different lines of product offered and the difference of quality some of the price points represented. Having answered all of my immediate questions she excused herself to help some other folks.

After some consideration I was ready to make a purchase and April helped me place an order (the color I wanted wasn't on hand ), verifying that I was ok with the lead time. She printed a quote for what my total would be and I left.

After a weekends debate with myself I decided I wanted to add something, so I emailed her at the address provided on the quote. She added my addition to the order without issue and gave me an updated price.

After the initial time estimate passed by a few days, I called to check the status of my order and was helped by the store manager. He was very transparent, explaining that the lead times given by the manufacturer can vary greatly at times and that my order was still a couple of weeks out and that he would call me when it was ready.

I got the call that my order was in and that they would follow up after everything was assembled. In a few days, as promised, they called to let me know it was ready for me ( I opted to pick up, delivery was offered.)

The manager assisted me with check out and we had a polite conversation during the process. He even helped me load the items into the back of my truck.

In all, I had a pleasant and issue free experience. My items were solidly assembled and showed no signs of transport damage.

I look forward to expanding my set in the future with...

Today I drove my Mom 40 miles one way to Virginia Beach to pick up an Umbrella she had ordered from Kettler. It was a special order to match her patio set, and for some reason didn't ship to her home. Instead of driving to the Showroom, we inadvertently arrived at the Warehouse off London Bridge Road. There we were met by a nice gentleman who informed us that we were in the wrong place, and the correct location was Kettler Showroom 10 minutes away. The only caviat, was that the Showroom was closed on Mondays. Surprisingly, he asked us to wait while he made a few calls on our behalf. Within minutes, he had contacted Kettler Showroom's Store Manager, and arranged for him to meet us to pick up the Umbrella so that we didn't go home empty-handed. Did i mention that it was the Store Manager's day off?

So we drove to the Showroom, and were met by the Store Manager. He was incredibly kind, extremely helpful, and even opened the box to make sure that we received the right order.

In closing, not only does Kettler provide well-made products, but they have obviously put a priority on Customer Service. These two gentleman went the extra mile and did so with a kind heart and a smile on their faces. My mom has traveled this distance many times and has been a loyal customer for many years. Now I know why! When you get this kind of service, distance is insignificant... great service always stand out. Bravo Kettler! ...