Pacific Columns
reviews and complaints

We are demanding a full replacement of purchasef merchandise (Pacific Columns/ Therma Thru/Fypon sales order #[protected], July 22, 2022). Merchandise was not shipped as stated on the Therma Thru/Fypon Shipping Cover Sheet and underwent inappropriate transportation and disrespectful handling and unloading by YRC freight. Pacific Columns (e-commerce )/ Terma Thru/Fypon sale either damaged or returned items. According to YRS deliver truck merchandise (our Elite rallings balustrade system 5 boxes) loaded and uploaded 15 times. YRS did not had any pallets in the truck, merchandise was not sealed, and none of serial numbers were found. Nether Pacific Columns nor Therma Thru/Fypon prepare shipment carefully, full truckload wasn’t sealed, and serial numbers were found. Looks like purchased Elite rallings balustrade system (total cist of $1,441.75) was sold and shipped directly from a garbage place! Maybe this was a reason why YRS driver was very rude and angry upon a delivery. We and contractors are reluctant to install the product that may have been damaged and/ or scratched due to improper transportation as well as during unloading and dropped twice onto the cracked sidewalk by YRC freight driver! We Customers are not the extention of Pacific Columns/Therma Thru/Fypon Quality Assurance Department. We have not chosen YRS Freight. So called 100% life warranty cover does not apply to products that don't meet appropriate quality standards or standards that were compromised during transportation and unloading and threwing merchandise on cracked sidewalk (each box twice). We are awaiting products since August 11 and replacement since Aug 19. Pacific Columns/Therma Thru/Fypon is impending remodeling of a front porch and causing a damage of 125 years old house of the historic district of Hot Springs. Please send a complete replacement of the aforementioned shipment and pick items ($1,441,75) that was not handle and transported unacceptably!

I purchased (4) columns worth of materials and they arrived completely damaged. I opened a claim. I heard back from someone promptly. I also started disassembling one of my columns to prepare for the installation process. During that closer look, I realized that whoever upsized my current columns from 4x4 to 4x6 did so into the flagstone patio, rather than on top of the flagstone patio as I had assumed. I was asked by the rep to send pics of the damaged product and I sent thorough pictures with instruction that I needed him to reach out to me first and not just resend the same product, because I realized that I now needed something to cover (2) 6"legs per column to combine with the 4' pieces I ordered. They did not reach out to me as I had explicitly asked. So now I had twice as many of the product that I did not need and the new stock also arrived mostly damaged. When I asked to speak to a supervisor... Andrew, he informed me that your policy is just to send out new and not listen to the customer AT ALL. I told him my garage was filling up with product I cannot use. At that point, I was ready to just get a refund and send it all back, but he told me that I would either have to pay for return shipping and a restocking fee and that the best he could do is offer me a discount on the additional pieces to cover the 6" sides of each post. Reluctantly, I agreed to spend even more money than I had already spent on a product that was not good to get what I needed to just get this project done. The new product arrived, but I was in and out of town, so the first weekend I was back, I looked at what I sent that I paid additional for and it was all damaged in shipping as well. I called again to report it and was asked to send pics of the damage, but was then informed by Andrew that since it was beyond 72 hours since it arrived to me, I no longer had any recourse and to use bondo to fix the damaged pieces.

That is complete BS in that fixing a very damaged corner where the pillar pieces are supposed to mate up is nearly impossible without being noticeable and too big an ask for what is supposed to be brand new pillars. If the damage were gouges in the field portion of the pieces, that would be workable.

Andrew provided the most horrific and frustrating customer service experience I have had in the 25 years I have been in the industry. I did not spend nearly $2000 for a garage full of junk I cannot use. He should not be in that position. He is very bad at his job and if the company truly does not stand behind their product, then people should be warned away from purchasing it. I told him in our correspondence about this last shipment that I only needed a few undamaged pieces to arrive to me to make this all work, but he was a jerk and basically washed his hands of the whole situation.

I want to point out that most of the expense and wasted time could have been avoided if the original customer service person would have listened when I begged him NOT to send ANYTHING without talking to me first because of what I discovered. Andrew further exacerbated the situation by defending his actions implicitly and claiming that resending everything that I did not need was your policy and the correct action, when all of this could have been avoided.

Pacific Columns shipped the wrong product after a gruesome ordering process . Two salesman quit the company during the short time I dealt with them. They promise professionalisim but greatly under deliver. When after weeks of delays and having to pay up front they delivered the wrong product. Pity to anyone dealing with this company. BEWARE you cannot stay in business for long acting as they do.

Pacific Columns ripped me off because they sold me columns not suitable for my application and they crashed to the ground, destroying my pergola, shrubbery and lawn furniture. Had there been anyone under it, they would have been severely injured or killed!

They are not willing to admit fault and I am out over $1000.