Islander Designs

Beware, their prices are good, but there's a lot to be said about their customer service. Here is my list of complaints after spending $12,000 on a BBQ island and patio cover: 1. During the initial design we expressed our concern about a slight incline in the cement and were told it should not be a problem. We called again the week of the install to request an installer to come out and inspect the area with the incline to confirm that we would not be told the day of install that “we have a problem”. We were ensured that they had ways to level it and make it work. Nobody was sent out and sure enough, on the day of the install we were told “you have a problem”. Needless to say the day of the install we had to compromise and put the island not in the spot we wanted it, but in the spot the 3 guys that installed it could make it work. So we ended up having to settle on the location of the island after paying 12K. Due to the time it took for the installers to find a suitable location, they were now behind schedule and everything we asked them during the install was a bother to them as they were rushed. 2. When the BBQ island arrived, it showed up with the wrong cutout for one of the doors, missing the door and the grill cutout was crooked. I overheard the 3 installers talking in Spanish about the grill cutout and they DID NOT tell us anything. I had to tell my husband and he pointed it out when they were getting ready to leave. They sent a guy later that day that fixed the cutout and installed the door. 3. Island was also missing a bottle opener that was supposed to be installed. We were told someone was coming last Tuesday to install it. No one showed and no one ever called about it. 4. We were told twice that the patio cover was going to be installed the day after the island. Once we confirmed the install date for the island, the patio cover install date was now going to be 10 days later. Here we are 10 days later waiting for the installers who were supposed to be here this morning and have not showed up yet. NO ONE has called us. We called the day prior to confirm the install of the cover and confirm the time of arrival. We were told that we were on the schedule and that they would call us back to confirm the arrival time. They never called back. 5. For the scheduling of the crane, we had to initiate most of the initial communication and had to prod them for answers on arrival time and size of crane. The crane company, once scheduled, was on time and professional. 6. The most irritating aspect of this whole process has been the constant commitments by the staff to call us back with information and not receiving that call. Instead, we have had to call back in again to follow up. We as the customer should not have to chase people down for information that they have committed to provide us. 7. Island arrived with a gas regulator for the fire pit but not for the grill. When I called in about it, the person I spoke with gave me three consecutive answers that were wrong regarding the hose and what was supposed to come with the grill. Even after I pointed out that the instructions clearly said it was provided with the unit. Bottom line is, if you don’t have the right answer; don’t try to BS the customer to believe whatever fits your argument. Had to go to the owner to get the correct information and he supplied us with the hose. Positive: 1. We got 3 tubs of glass for the fire pit for free.2. We got a gas hose kit for free, which did not come with the grill but no one bothered to tell us this until we noticed it missing after the install.3. We got a good price for the island and got a good quality island once mistakes were remedied, 4. Crane installers were on time and professional Bottom line: -Customer service for the install once we paid the balance was NOT WORTH the savings for the island.-Would I recommend them to anyone? NO * FYI, this is the same company that has kiosk at the Temecula Promenade Mall, back by Macy's. I hope this review saves some people from having to go what we've gone through.