ComplaintsforGiantex Inc.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  It took over a month to get a response form Giantex about my washer belt. I FULLY UNDERSTAND i don't have a warranty-that is ALL they stated in the responses. The ISSUE IS; there is nowhere to order the exact belt size for this washer. These are pictures for the closest size you can purchase. I paid $300 for this washer, used for a year and now I have to buy another one due to not being able to purchase this size of belt. I spent over $100 in trying to purchase a belt and a $30 repair fee when I left it with the repair shop that was supposed to be fixing the washer but he could not find a belt.. Called over 16 places to order a belt ********************************************************* ***** ***************** Discount, NOT TO INCLUDE THE REPAIR SHOPS I HAD TO GO TO) Please don't tell me to find a place It order it AGAIN. Ordered 5 belts that were the incorrect size. (The size is O448E). 7 washer repair shops stated to throw it away , the size of the belt can't be purchased. I need a belt or I waisted my money on this washer. Why would Amazon or Giantex sell a washer that you can't buy COMMON parts for? It's the washer belt, everyone knows it's a common part goes out. My resolution is; I need to know WHERE to get a belt for this washer? Please tell me an EXACT place,please. My QUESTION is; Why is it okay to sell an expensive product that no one sells parts for it? I have made a review on Amazon, contacted Giantex 5 times, no answer to this question, I have no other options. PLEASE STOP telling me I don't have a warranty, and the belt size (I know it), or give me another email address to email someone that does not respond. WHERE DO I GET THIS BELT? CAN YOU SEND ME THIS BELT? It has been 2 months without a washer or answer.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  This is a company with lots of scam complaints. I bought a set of four chairs on their website. The website description and order image clearly showed 1 set of 4 chairs. I only received 2. I emailed customer service immediately on April 3rd, no response at all. I called them, they said I need to pay more to get 4 chairs. They said I need to select 2 packages. But the description was clear one set includes 4 chairs on their website. The customer service was rude. This is a scam company with lots of complaints.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  A floor chair was ordered from this company (3rd party seller) through Amazon. I returned it because it was not what I had hoped for. Only $16 was returned to my Amazon account but I paid $62. Both companies (Amazon and Giantex) is charging me a $62 restocking fee!!! That is highway robbery!

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a Giantax dresser via Amazon for $195.96, which weighs **************************************************************************** the packaging, and loose screws strewn through the packaging. Giantax said they dont have the two replacement parts, and will only issue a refund if I re-pack and return the 93 lb. dresser to FedEx.Due to the onerous size of the return, I am requesting a refund that does not require a return shipment. The damage is a result of Giantax poor packaging and Ive exhausted all avenues to get the replacement parts so I can have a working dresser.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered on Amazon 5 days ago and received a tracking update saying that the Carrier, in this case ***** had received the package. However, upon viewing the tracking information on *****'s official website it is very clear that ***** had not received the package which is a clear discrepancy between the two. Based on other reviews from here and on trustpilot this is a problem with this company.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Last week I purchased a table chairs from Giantex online. The price said it was $379.54 USD. I was charged $520.95 CAD. This company is based in ******, and the item was shipped from ******, *******, ******. Why was I charged for the USD exchange? Is this legal?

  Business response

  06/14/2023

  The prices shown on our website are in US dollars and we send to the US & Canada, the US being our prime market. Because the products are shipped from the USA, shipping to the USA is free and Canada is subject to additional shipping charges. This price is visible on the checkout page, i.e. when the customer has not paid. If you have any questions you can contact us prior to purchase. We will reply within 24 hours. And it is also possible to contact us to cancel an order within 24 hours of purchase, before it has been shipped. Our shop only charges in US dollars, if the customer pays in Canadian dollars, the exchange rate will be converted at the time. We only charge shipping costs for Canadian orders, no additional taxes are charged.

  Customer response

  06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received an washer/spinner on 03/07/2023. It had a crack in the front panel seam. Wish to be compensated fairly.

  Business response

  03/11/2023

  According to the customer's name and email address, we have not found any information about him, please check if he bought the product on giantex.com

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 18 I spent $313.45 on a 14ft trampoline directly from this manufacturer as a Christmas present for my children (Order number 4329-GX). The trampoline was assembled January 1, and on January 17 after a moderate wind (8-14mph) and a brief rain, the trampoline was completely flipped and thrown more than 30 yards over a 5 foot fence. I reviewed the manual before and during assembly, and I've since reviewed it multiple times after the damage to the trampoline was done. It advises disassembling the trampoline in severe weather or extreme winds, but makes no mention of a need to stake down the product for even the most moderate of winds. On February 1st, after assessing the damage, I reached out directly to the manufacturer about the product's warranty and asked for a replacement. They insisted that the item must be disassembled and the parts replaced, so after four weeks going back and forth with the company, they sent the list of parts so for me to report the items needed to repair my trampoline myself. When I returned the parts list, and they responded with this message: Sorry, there are not enough replacement parts available now. The trampoline is destroyed by the rainstrom and you didn't assemble it on a flat ground, it's not all our responsibility. This order also doesn't have profit, but suffers a loss. In this case, how about we refund you $100 as compensation? I chose this company because of their strong guarantee and customer satisfaction statement on their website: "The Giantex guarantee is simple: provide customers with 100% satisfaction with of our Giantex branded items and services. If you are not happy with our service or product or in need of help, drop us an email to [email protected] and we won't stop working until you're satisfied...If you receive any item not meeting expectation in 90 days from the date of purchase, please contact our service support team." This company clearly does not stand behind that statement or their products.

  Business response

  03/08/2023

  Hello

  Firstly this product does lose money. Secondly, this is because the customer did not disassemble this product in time and let the product suffer in bad weather, this is really not our responsibility, we have marked this note in the manual.

  For more information about our guarantee and 90-day return policy, please refer to the following links

  [...]

  We were also the first to help the customer with his problem, and the maximum compensation we could offer was US $100.

   

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I want either a refund and Giantex is welcome to the entire bed, or a replacement for everything except the foam mattress (i.e. steel frame, aluminum cross bars and properly sized plastic support for end legs). I was diagnosed with cancer and my son came to live with me during my recovery. He ordered a twin-sized roll-away bed from Giantex but I paid him for it and we used my email address. They sent the wrong plastic strut to secure the extendable steel bed legs to end of the frame when in use, so it collapsed, bending the aluminum struts attached to the frame and to the casters. This in turn bent the 1/4" tab on the steel frame that was to prevent hyperextension of the center legs. They have a 90-day guaranteed return policy. I contacted them within that period (purchased 10/29 and first wrote to them in mid-November). I have written them 5 times, circled the plastic struts, sent pictures of how short they were, sent pictures of the bent aluminum cross struts and tried to bend the steel tab back into position all to no avail. I have asked for a full refund and to return the merchandise, or to have them replace the metal frame in its entirety. I will be glad to keep the mattress if I can get a functional frame and proper sized plastic struts. They keep stalling and asking for me to identify the problem(s). I told them the last time I was filing a complaint.

  Business response

  01/13/2023

  Hello,

  The buyer installed the bed in incorrect ways thus causing broken parts.
  

  We have asked the buyer 2 times to help us confirm the broken parts, so we can send replacement parts, but haven't received any reply from the buyer yet.

  Please ask the buyer to reply to help us confirm the broken parts.

  
  

  Business response

  01/17/2023

  Hello

  We have always responded positively to solve the customer's after-sales problems.

  There may have been an error in communication, so that we did not fully solve the customer's problem. We are sorry for that.

  The customer also made it clear that we have helped him solve the problem, and there is still an unsolved problem. We have proposed a solution, but he is not sure whether the solution is effective.

  Our solution is to replace parts first if they can be replaced. If the replacement part doesn't work, we'll refund money. And our solution was first consulted with the colleagues in charge of the product.

  Sorry for the inconvenience!

  Customer response

  01/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18***532, and find that this resolution is satisfactory to me.  They have clarified they will be rplacing the entire bed.  Thanks for your assistance.

  
  

  *****

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sofa from Giantex’s official website recently and have had a highly negative experience with the company. First, the item arrived in a box with Costway plastered over the box. This is sketchy and also shows negligence that they couldn’t even hide these. When I opened and assembled the sofa, there were tears in the covers, holes from loose threading in the back cushions and backing of the couch. The height up to the seat was also misrepresented. I had asked the company what the material of the sofa was through email and they replied that it was linen. I am no textile expert, however, I have had a bit of experience with linen and own a bit of it as I like the material. The sofa deceptively has patterning like linen. There doesn’t appear to be any tags proving this which, in itself, is probably a red flag. In addition, there was squeaking in the springs. Within a week, the couch squeaks loudly with minimal pressure from my hand. In addition to all this, the spring base does not fit with the couch and rattles when in use. I informed the company of most of these issues by sending them pictures and videos. They outright refused replacement parts citing that they have made a loss by completing this order. I told them that I understood and so asked for select parts but they still said no. I paid over $300 for this sofa and the highest amount they offered wouldn’t cover all the replacements and repairs let alone cover the sweat equity and time to make the repairs. The seller later claimed the item was a clearance item and not refundable but this is not present anywhere on the product page. They offered a return but they insisted there be a charge despite the damage and they offered compensation but it wasn’t even a third of the total cost. I contemplated taking their highest offer just to get out of the situation and I do worry the offer would be rescinded if I write this, however, Giantex should take responsibility for their product and their conduct.

  Business response

  05/11/2022

   

  Hello

  
  Based on his feedback, I found out that he had previously used this email address to contact us, which means he used two different email addresses to contact us. One was the email he used before he bought it and the other was the email he used after he bought it. Before the purchase, we had clearly told him that there were only a few of the product in stock and that I had checked the fabric on the company system to see what material it was. (There was no need to lie about this, as there was no way of knowing which fabric the person preferred and we certainly answered the question truthfully.)

  We have a clear policy regarding clearance products

  Please refer to this one

  https://www.giantex.com/policies/refund-policy

  Costway is an alliance brand with us, so all our packaging will have Costway printed on it.

   

  If you need more information, we will provide it.

  Customer response

  05/11/2022

   I am rejecting this response because:

  
  

  The company's answer was not satisfactory to me for a number of reasons. They say they did not have any reason to lie about the fabric, however, whether this is true or not, the fact remains that their answer to my question was inaccurate and a sign of an inaccurate description made by them. And so, for this reason alone, I believe their refusal to make a replacement or offer a charge-free refund is not a fair response. However, in my belief, the material of the product is most likely not linen. I have sent some pictures here and while they cannot accurately show the details of the material, the weaving and "heaviness" of the fabric are not consistent with linen. To compare, I've attached pictures of 100% linen pants and the material of the sofa to hopefully better show off these differences although actually feeling them would be better. Giantex had mentioned that I had a separate account for asking questions about the sofa's fabric. As an explanation to this, I sent emails from different addresses as I had experiences where companies would continue to send me advertising and spam emails after I had asked them questions. Due to this, I had a separate account to ask a question to Giantex to avoid additional spam and unnecessary emails. There was no malicious intent with this and I don't understand what this might have to do with my complaint. I hope this was not to undermine my fair complaint against them.

  
  

  In continuation, they say they have a clear policy on clearance items, however, the fact that the item is one was not noted anywhere on the product page when I made the purchase which can be seen on the screenshot I sent over. I understand the fact that Costway is in alliance with their brand and I figured this out later. However, the fact that I was sent an item from that side of the company is questionable as I, as a consumer, expected something directly from Giantex but received one from Costway instead. This was just based off the explanation they made as to why their company refused to make amends for their damaged product.

  
  

  What they failed to answer is why they are not sending a replacement based on the many, many damages and issues to the product (some of which I couldn't even list due to the character limit). One of the biggest issues is the squeaking and I've shown videos to them proving this but they do not even make reference to it in their emails with me. They are allowing a return but charging me upwards of $170 (their other option being $85 if I sourced the return myself) for a damaged product which I have shown signs of for weeks through pictures, many of which were present as soon as I opened the box. They say they will have made a loss but do not admit that I would be making a huge loss myself by returning a damaged product and having to pay for it. Their offers for compensation were $10 at first and only went up to $80 the day before after communicating with them daily for these past weeks. For reference, the product cost over $320. Their highest offer which I just received does not cover even a third of the total price as I have mentioned. Their return policy makes only one note about damaged products which is to contact them for help which I did in a timely manner.

  
  

  In their description, they make no mention of any of the damages I wrote on and give no answer as to how they will help fix this situation or make proper amends. I have tried my very best to be understanding to the point I was willing to sacrifice some money to get some of the replacements myself. Giantex had not been nearly as accommodating and I would really like this issue to be fixed. 

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