I ordered a Collapsible Fire Staff (5ft, 1" Black Aluminum, 4" Single Wick, 4oz, w/ Classic Gray Grip) on November 28th 2011 as a present for my boyfriend. (Please note that I had ordered products from there years before, and never had an issue).
Fire staffing can only be done safely outdoors, so being from Maine, he was unable to use the staff until spring. When spring arrived he started to use it, and within a few weeks, it broke. We compared his staff to mine (purchased from the same company, but a year apart) and noticed that they had made a major difference in the product design of the joints, and the newer one must be less sturdy.
We contacted the company, which states on their website a warranty of 1 year on manufacturer defects. They had us send it to them. They repaired it and mailed it back. Within 2 hours, it broke again.
My boyfriend started an email dialogue with the owner of the company, who promised us that he would personally take care of it, and we would be mailed a new staff (NOT a repaired one) and we should send the broken one back to them again. So we sent it to them for the second time.
After weeks of no reply, we called, and they pretended not to know who we were. We explained it all again, and told them that the owner said that he would ship us a new staff, and that we expected NOT to receive the same broken/repaired lemon that they had sent us back before.
A week later we received in the mail the SAME staff, repaired for a second time. Not the new one we were promised. Within an hour of use it broke AGAIN. It has been sent back to them this third time, and this is where the story ends. It has been two plus months that they have had it. The one time we managed to get someone on the phone she promised it would be to us by that Monday. That was over a month ago.
Every other attempt at contact has failed. We have called multiple times, we have had our calls ignored, and even hung up on. We attempted to reach them via their "Online live help" and were ignored. We have filed a complaint with the Better Business Bureau. It has been three weeks since that was filed, and that has thus far been ignored.
At this point I don't even want their horrible product. I want my money back.