I went to both the El Toro and Santa Ana Locations to buy fire glass from the store. In the El Toro location the sales people were not knowledgeable on their own products and kept having to call the Santa Ana location for the answer to almost every question I had about the fire glass and fire glass pebbles. I took home some samples and tried them out a decided I liked them. So when I finally decided to buy the product the first told me one of the samples on display was not in stock and they didn't sell it. So I revised my order and I drove up to the Santa Ana location to ask a few more questions and buy/pick up my order. When I got up there all the product they had WAS NOT THE SAME as the samples. The samples were nicer iridescent pebble and the product they sold me was the cheaper non-iridescent pebbles. After some discussion with ""the person in charge of ordering the pebbles"" he became rude and irritated and basically told us to buy what he had as the product or don't, he didn't care. I told him he should take down his samples and replace them with his ACTUAL product because it is misleading and he said he wouldn't. Even one of his own employees came up to him and said these aren't the same stones as the samples and boss didn't seem to care. He didn't even attempt to fix the situation by calling the manufacturer to see if they could send us the proper stones. he had a complete ""take it or leave it"" attitude and clearly did not care about the well being of his customers. We felt like we had no choice because they seemed to be the cheapest vendor of the stones, so reluctantly we bought them but not before making sure that the stones are returnable (which they are as long as the bag isn't open). This rude service prompted me to do some more research. I found the same pebbles with iridescence like we wanted for SIGNIFICANTLY cheaper from The Garden of Glass in Arizona. The names of the colors are different but that's only because BBQ Grill outlet repackages the pebbles and changes the names so you think they are different and you cant find the ""same fire glass pebbles"" anywhere else. We bought more fire glass pebbles from the Arizona store and the stones look great and the people there were kind and polite, they acted like they actually wanted our business unlike most of the employees and BBQ Grill Outlet. We are going to happily returned all the unopened bags of pebbles to the BBQ Grill Outlet very soon because they tried to pull and BAIT AND SWITCH on us and were rude. The owner of the store who is probably the same guy who was rude to us needs to take a look at himself and his employees because they are gonna make him lose money. It should be noted that not all the employees were rude or didnt care but there was more than one at more than one location.
To anyone out there who has bought the fire glass pebbles from this store recently, double check your order against your samples because the most recent lot of fire glass pebbles they are selling you ARE NOT THE SAME as the samples they showed you. They are showing you nicer more expensive fire glass pebbels and selling you cheaper pebbles.
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