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Beware of Patio Furniture from The Home Depot, Kmart, Sam’s Club, and Sears

This post updated on July 17, 2007; November 11, 2007; and November 12, 2007. See the updated sections at the bottom.

In June, my wife and I had a new deck built onto our house. The old one was only 10’x8′ and was rather well worn. The new one is 12’x20′ and we have really been enjoying it. It was built by Randy Graham and Storage Buildings of Thomasville–they did a fantastic job! I can highly recommend them if you are in the Triad area of North Carolina and are looking for someone to build a deck, porch, or storage building.

They finished building the deck on Saturday, June 26th. My wife and I had been looking at patio furniture for the previous couple months, hoping to find a set that we both liked and that would work well on our new deck. We settled on the Portachi 5-Piece Dining Set by Hampton Bay from Home Depot (see picture below).

Portachi Dining SetOverall, I am well pleased with the quality of the product. When I unpacked the parts, they were very well packaged and wrapped. When I assembled the table, I noticed that the table rim was missing two welded on insert nuts–this meant that one of the legs wouldn’t connect to the table top. It’s not noticeable, and the table functions, but I know that it’s missing something and not as sturdy as it should be. For $400, I would like it to be right.

I called JRA Furniture Industries the following Friday . It took several calls before I actually got to talk to a Customer Service Representative, but I finally made it through. The connection would end after it kept me on hold for 10 minutes so I had to use some of the tricks at GetHuman.com. The operator connected me to a very nice lady named Elizabeth. I explained my problem and she said they could replace the part. I just needed to fax a copy of my receipt, a description of my problem, and my shipping information to her at 562-229-1728.

I started trying to send this fax on Friday–their fax number would pick up and then hang up. The fax finally connected and completed on Sunday, June 3rd. I ended up with nearly $11 in extra phone charges due to their fax machine dropping the calls though.

For the past two weeks, I’ve been trying to get through to them to check on the status of my request. Every time I call 1-800-211-8881, I get an automated message saying that there are between 15 and 25 people on hold and the longest one had been waiting 9+ minutes. At the 10 minute point, the call is disconnected. I can’t seem to get through to an operator either.

Today, I decided to see if they had an email address I could use. Their web site (www.JRAFurniture.com) had an address of custserv@jrafurniture.com for Customer Service. I wrote out a detailed description of my history with the issue, attached the copy of my original fax as a PDF file, and sent the email. A few minutes later, I received a bounce notification that stated, “I was unable to deliver to custserv @jrafurniture.com because the user is over their quota.”

At this point, I was really concerned. I did some research online and it appears that JRA Furniture Industries, the company that makes this furniture, has filed for Chapter 7 Bankruptcy protection. Yes, I said Chapter 7–a total liquidation of assets. Apparently this is due to a class action law suit brought against them based on poor quality (i.e shatter-prone) glass table tops in some furniture they make for Martha Stewart (News article at Consumer Affairs.).

I was going to contact Hampton Bay, but apparently they are just a brand for The Home Depot and don’t have any direct contact information. I’ve sent an email to The Home Depot and so far I’ve only received an automated reply that didn’t offer me much hope either.

The furniture seems to be good quality and we are happy with it. My reason for posting this is to warn potential customers that if they purchase patio furniture made by JRA Furniture Industries, the warranty MAY be worthless. I’m still trying to determine if mine is or not, but it appears that we’re out of luck. Their furniture is sold under different names including Hampton Bay and Martha Stewart. If you are considering purchasing patio furniture at either The Home Depot, Kmart, Sam’s Club, or Sears, you may want to see if it was made by JRA Furniture Industries. You can see the various collections they make on the Retail Locator page of their web site. In case their site goes down, here is a link to that same page at the Internet Archive. I’m not telling you to boycott furniture made by JRA Furniture Industries. I am just relating the facts of my own experience and research in an effort to save others similar unexpected trouble.

If I get an update from The Home Depot that negates anything I have stated in this article, I will post an update here.


Update – July 17th, 2007: I got a form reply back from The Home Depot. Here is the text of that email:

Dear Customer,

We are responding to your email regarding your Hampton Bay patio set.

Unfortunately, JRA Furniture had gone out of business about 3 weeks ago. There patio sets are being discontinued and what the stores have in stock they are selling and will not have anymore. There is a company that supplied parts for JRA called TSY Services. We are guiding customers there for replacement parts. You can contact TSY Services at 1-800-858-9969.

If you need any other information please contact Hampton Bay at 1-877-527-0313 Monday through Friday 8:00am-4:00pm CST. Your reference number is #######.

Thank You
Hampton Bay
Customer Service

I called the 1-800-858-9969 phone number and received a message saying, “Jump into fun, exciting, live talk now! Call 1-800-343-7700!” I wasn’t really interested in “fun talk”, I just want my replacement table top, so I called the Hampton Bay number. None of the options on Hampton Bay’s automated voice response system fit my needs, so I just chose different options and after several calls I was finally able to talk to a real person.

Keenen was able to look up my reference number and provide a correct number for TSY Services–1-800-585-9969. Someone had transposed some numbers. 🙂

I called TSY Services and they answered the phone promptly. I spoke with a really nice lady named Bridget. I explained my problem and she said that the parts were on order but they wouldn’t have them until early September. That’s OK, as long as I know it’s coming. I had to send her all the information from before, including a copy of my receipt, and a picture showing the missing insert nuts. I’m know feeling much better about this whole thing, but has certainly been an ordeal.


Update – November 11th, 2007: My wife and I were running some errands on the afternoon of Saturday, October 20th. When we returned home, there was a HUGE flat box on the front porch. It was too big to be our table top. When I opened it, sure enough, it was the wrong one. Our table is square and dark colored. The one they shipped us was rectangular, beige in color, with vines and leaves under the glass–it included the glass as well. I was doing some traveling, so it was November 1st before I had an opportunity to call TSY and let them know about the mix-up. I talked to a customer service agent named Erica who was really nice. I explained that I needed to know what to do with the one they sent me, and what I need to know to get the correct table top that I need. She said that she didn’t know how to handle this situation and that I would need to talk to her supervisor, but her supervisor was out of the office, so she transferred me to her voice mail. I explained my situation to the supervisor and left my cell phone number for her to call me back. It has now been 10 days and I still haven’t heard anything. I guess I’ll have to call again. I’ll keep you posted about how it goes.


Update – November 12th, 2007: I called TSY again this morning and got to talk to a supervisor. I explained my issue again that I received a part that was for a table other than the one I ordered. I talked with a very helpful lady named Sana this time. I did need to email her pictures of the label that showed that they were supposed to send table top rim for a Portachi Dining Set along with a picture showing that I actually received a table top rim for a Folian dining set. Once again, I’m feeling good about things. I hope it all works out this time.

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137 Comments

  • Reply
    Tay Mag
    8/30/2010 at 8:58 am

    http://www.hamptonbaycushions.com is out of parts apparently.. but stay posted im sure they will restock

  • Reply
    Rodney
    9/1/2010 at 5:33 pm

    I am looking for replacement fabric for the, brittany collection, multi position chaise. It was bought at sams club about5 years ago.

  • Reply
    Rodney
    9/1/2010 at 6:30 pm

    http://www.chaircarepatio.com
    I found this site that will coustom make the sling. They have pleanty of different fabric selections.

  • Reply
    Mike
    9/15/2010 at 3:52 pm

    we have a hampton bay “melbourne” gazebo 10 x 10,(purchased at Home Depot about 2yrs ago) and in the process of moving, lost some of the brackets and hardware.
    contacted the above website and am waiting for a reply on cost of parts and shipping.
    they also had the assembly instructions and parts list available for free download.
    they might be able to help with so of the other problems.

  • Reply
    Dave
    9/17/2010 at 1:30 pm

    I fortunately never had such a big problem with patio furniture that I purchased. I tend to visit patio sites like gardenpatioset.com and search engines prior to making the purchase. That way, I found your blog and while it’s been a few years, it still helped me in the decision making process. Customer care is as important as the goods that are sold, and companies who do not understand that will lose business because of this, and the Internet.

  • Reply
    Bill Gimbel
    1/3/2011 at 7:54 pm

    I purchased 2 hampton swivel gliders at Kmart. The welds on the swivel portion broke. Does anyone know where I can purchase the swivel (bottom piece). I am sick and tired of chinese crap breaking buy American!

  • Reply
    JB Colon
    3/19/2011 at 7:47 am

    Hi, can anyone tell me how I can reach the Numark Company? I’ve spent days surfing the net with no luck at all. I purchased a 3 Person Gabezo Style Swing Set with Canopy and Side Netting about 5 years ago at Sams Club. The Canopy and the Tarp Cover that originally came with the set has long since given out and am looking to replace them. I am very satisfied with the set and won’t want it to go to waste. Any help with this would be greatly appreciated.

  • Reply
    Stacye
    5/4/2011 at 5:49 pm

    Just finished dealing with K-Mart about an assembled 3-piece “Bistro” set. It was hap-hazzardly put together and missing several bolts. True, it was a floor model and discounted a whole 10% but come on assemblers at K-Mart, use ALL the parts. While sitting in the patio furniture area trying to get the # to the distributor, I noticed several of the floor models were missing bolts. When I brought that to the attention of the manager on duty, she kind of blew it off. Anyway, I was able to get a number for the distributor and a very nice lady emailed me the owners manual so I could tell her exactly what parts were missing. Will see if and when they arrive. I am optimistic. JB Colon, you are looking for Numark Industries info? email numark.ashley@yahoo.com or call 800 457-4652.

  • Reply
    Stacye
    5/4/2011 at 5:52 pm

    Also, to anyone who has purchased patio furniture at K-Mart (or Sears), call 888 289-8616. I spoke to a Miss Angela an she was able to get me a telephone number to the distributor. She was extremely helpful and polite too!

  • Reply
    Joanna
    5/19/2011 at 3:35 am

    Wow this is scary. I have a personal blog on patio furniture (focusing on patio door window treatments) but I’m never gonna buy there anymore…forget it.

  • Reply
    Kevin Taube
    5/21/2011 at 5:37 pm

    Purchased a Martha Stewart living Grand Banks 7 piece patio set. Tempered glass top shattered into a “million” pieces as I was installing the umbrella!Home Depot was not helpful.

  • Reply
    Judy
    6/27/2011 at 3:34 pm

    To the person who started these postings and posted on November 11, 2007. If you still have the Beige rectangular table top with the vines & leaves under the glass, I’d be happy to purchase it from you. That’s the exact one I’ve been trying to replace!

  • Reply
    rickyspears
    6/30/2011 at 2:24 pm

    Judy – Sorry, but we discarded this a few years ago. Good luck though!

    • Reply
      CM Touchette
      5/8/2017 at 9:28 pm

      Funny thing, I have an older patio set which I’m hoping to find a part for but had no idea what model it was… until I read your post!!! The table top you received in error is exactly what mine is!!! Thank you for all your information, you most likely saved me days of internet searching!!!
      Now, if I can just locate the part I need!!

  • Reply
    Willie
    7/20/2011 at 7:05 pm

    Thank you for the phone number to TSY, this has been very helpful in finding replacement cusions for 2007 patio set purchased from Sams Club

  • Reply
    Gary Hammerling
    8/30/2011 at 4:53 am

    I have an umbrella
    Hampton Bay Dana point II Market
    Model number DYTU961TR-DNP

    I have 2 of these purchased last fall, one on them broke,

    The tilt portion casting snaped when it was tilted

    Is this part available or is the unit trash?

    Anyone know where this part can be purchased or found??

    Gary

  • Reply
    MLR
    9/21/2011 at 12:58 pm

    We and a son both purchased the same Hampton Bay Sydney sets in 2006. Thankfully we have not had any glass shattering YET. The two swivel chairs on our set make an awful noise and I fear they may come apart. Also, BOTH umbrellas broke in short order – similar to Gary Hammerling’s experience above.

    Do these things have a warranty? Is it worth the hassle? Is there any way to protect yourself from shattering glass ahead of time?

    Just one more thing to worry about…….

  • Reply
    JES
    12/12/2011 at 4:10 pm

    I HAVE BEEN IN THIS BUSINESS OF RETAILING PATIO FURNITURE FOR OVER 30 YEARS AND i FEEL TERRIBLE WHEN i READ THESE BLOGS BECAUSE THE BOTTOM LINE IS ALMOST NONE OF THE ABOVE MENTIONED PRODUCTS COST ENOUGH MONEY TO BE PROPERLYU MANUFACTURERD FOR OUTDOOR USE. GREAT FOR A QUICK FIX (PROVIDING YOU HAVE NO ISSUES).

  • Reply
    JES
    12/12/2011 at 4:17 pm

    Steel rusts, (quickly too), tempered glass tops shatter and are quite expensive to replace if even possible. Umbrellas really take a beating and generally speaking- if undert 100.00-you cannot get parts. Look for welded aluminum products, avoid glass and buy a good umbrella. It is well worth the money and lasts for years and years of enjoyment. Otherwise, plan on replacing generally every third if all goes well.

  • Reply
    Eileen
    2/12/2012 at 1:32 pm

    I won’t go on with yet another sad story about the imploding glass tops on the Martha Stewart tables; but I now see I was fortunate to have my beautiful Victoria leaf pattern glass table for about 7 or 8 years. Now that my top is now also on the ground (as of yesterday) in a zillion pieces, I just want to know if anyone knows if there is a glass company out there offering a beautiful textured glass that I could contact to see if I could get a replacement of anything even close? PLEASE let me know if there is. Thanks Everyone and I’m so disheartened to hear how many people have had this problem! So sad, and it will cause me to steer clear of anything MS now since they/she seem to be offering no one any answers or support.

  • Reply
    Brigitte
    5/26/2012 at 6:15 pm

    Hi and thanks everyone. I do have a question…does anyone know of ANYONE that sells the metal replacement parts? I am lucky enough to have my table and canopy set lasting (due to a lot of metal paint and mantenience). But now my Olympia Canopy’s metal umbrella top that holds the canopy is breaking and piercing thu the canopy. I tape it as best as I can but every year it keeps getting worse. I called Numark Industries(original replacement co) but they no longer sell metal parts. Please help if anyone knows someone to contact. And to all you folks that had problems, I feel for you. We just all have a different or same story, lol.

  • Reply
    Mick
    7/2/2012 at 1:42 pm

    Hi, anyone know where I can get replacement glass for my patio table. Left the umbrella up and got a freak thunderstorm. Ooops! Thanks.

  • Reply
    Mick
    7/2/2012 at 1:44 pm

    Sorry, forgot to mention it was a Hampton Bay round table,
    just under 50 inches.

  • Reply
    Jan Bulik
    11/2/2012 at 4:07 pm

    I went the route with the shattered table never got any stisfaction. Bought a Pergola from Sams club# A74562-1 made of alluminum but a limb came down and hit 2 cross bars and now I need to see if anyone knows where I can buy replacement parts for my pergola yes it is from JRA Industries China made, and they went out of Business Martha Stewart should be ashamed of herself. It taught me a lesson Thats forsure. If anyone knows wher I could get replacement parts I would be very Happy to Ge a phone number. Thanks Much

  • Reply
    Kathy
    5/6/2013 at 8:44 pm

    Not only Home Depot’s patio furniture, but also their patio furniture covers. They barely last a year before they tear and mold. HD would not do a thing to replace or refund, there is no warranty. The next one I bought was from Costco, it didn’t last any better but they gave me a full refund with no problem at all.

  • Reply
    CMM
    5/7/2013 at 6:18 pm

    YA JUST GOTTA LOVE COSTCO!! Their customer svc. is the tops! So far, our table has not had any mishaps. The canopy of our swing looks awful – is growing mold. Tried cleaning it and decided to let it go this year. We are putting the table under cover this year – under a ‘real roof’ – so hopefully nothing bad will happen – but since finding this blog the ‘shattering glass’ is always in the back of my mind. The cushions are craps now too – it’s been 4 years. My Spring project is to ‘wrap them in new fabric’ like a gift and glue it on. Sure can’t look any worse than they do now. Saw it online. One of these days we will buy all new cushions – not expecting anything from the manufacturer. So far, other than how faded the fabric looks and how awful the canopy looks – we are satisfied with the construction of the whole set. But, I feel for those of you that haven’t had the same success.

  • Reply
    Suzanne
    5/11/2013 at 9:34 pm

    We have Martha Stewart Victoria Collection Patio Furniture including the round table, 5 dining chairs, a coffee table, two rockers and a three cushion settee. The cushions are in excellent shape but the frames are rusted. Anyone looking to off load their frames (without rust)?

  • Reply
    Raiechilla
    6/2/2013 at 4:10 pm

    Purchased a Toscana 11 piece from Sams several years ago. The umbrella broke a long time ago but other than that it has been great. Now we are needing to replace the fabric on all the chairs. Any ideas where I can find this. I had no idea JRA went out of business. Also, for all those looking to replace the glass. I work for a glass company and it is actually not too expensive to replace tempered glass. The top of my set is made from 12×12 ceramic tile and I love the fact that I can change them out to different colors.

  • Reply
    Barbara
    6/7/2014 at 4:57 pm

    I purchased 12×12 covered patio gazebo, rectangular table and 6 chairs…2 of which are swivel, 3 end tables, and a decorative matching trash basket all gray powder coated, all matching lacy wrought iron backs and legs, as well as 2 matching lounge chairs All from Sam’s Club in 2006. After 2 years, I replaced the canvass top with Sunbrella fabric warranty for 6-8 years. It is now 2014 and the Sunbrella still looks like new.

    I also bought a Hampton Bay Folian collection love seat in gray powder coat at Home Depot. Everything matches and looks very expensive. Except for replacing inferior fabric on the cushions with Sunbrella fabric, everything has worked perfectly. Looks much more expensive that it is and I receive many compliments on all the pieces. I am a “shopper’ and did my homework well, and I have nt been sorry with any of the purchases. That was 8 years ago. good luck to you all.

  • Reply
    TERRI Perez
    11/4/2014 at 6:08 pm

    My Martha Stewart patio glass shaterred without reason. I need a replacement glass table top

  • Reply
    Tim
    6/2/2015 at 3:05 pm

    I am trying to contact the manufacturer of the Ty Pennington line of patio furniture sold by sears.
    I ask because sears has recognized that many of the set are rusting very quickly.They have resolved the problem with a new coating that will not rust “for long time”.
    They have not changed the model number of the set and could not provide how a customer can determine which sets have the new coating.
    I can not find a telephone number the manufacturer to get a run # or lot # or serial number for the improved sets.
    Any suggestions?
    respectfully,
    Tim fm Ct

  • Reply
    allen
    8/4/2015 at 6:53 am

    I am looking for the plastic button that attach under the foot of the chairs for my “Brittany Collection” table and chair set. I also need some of the adjusting screws that adjust the bottom of the table so it can be leveled. Other than these now missing pieces, I really have liked the table and chair set. It’s held up surprisingly well for the years of service.

  • Reply
    Juan Septien
    8/5/2015 at 4:54 pm

    Does anybody know wher I can get the sling replacements for JRA Naples Collection

  • Reply
    connie herrman
    3/1/2016 at 10:39 am

    I have spent hours looking for good quality covers for Martha stewart Victorian patio set I just had it repowder coated if anyone knows where I might find them I would be ever greatful.

  • Reply
    Moke Laikona of Waimanalo
    10/31/2016 at 9:48 am

    Yeah I brought two Graham Glider Recliners on 10/30/2016. While I was putting it together the arm rest on both of the chairs the screws don’t fit to the arm rest so I went to city mill to buy the right size screw. And now I feel like a King in my ReclinerChair ( yeah-Man ).Long story-short if can get the ones that assemble already ” and check- um – good GoodLuck.

  • Reply
    Mary Catherine Cook
    8/3/2018 at 12:31 pm

    After speaking with Serena at TSY (1-800-585-9969) I was informed that TSY could not assist with a metal replacement part for a 12×12 gazebo purchased from Sam’s Club several years ago. They also could not recommend another supplier that would be able to provide any structural parts for JRA Industries. There are universal canopies available on Amazon.com, , but no structural replacement parts.

  • Reply
    CM Touchette
    5/8/2017 at 10:24 pm

    Were you ever able to find the plastic parts for your Hampton Bay set? That’s what I’m seeking…

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