ComplaintsforSunjoyonline.com

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had multiple issues with this company about getting the right product and getting a refund. At one point I bought an item that was the wrong item and when I asked to return it (unopened and untouched) they requested that I open the box, take pictures then box it up so it can be shipped. After doing this, they charged me shipping costs and a restocking fee of 20% I was only refunded $84 of the $139 I spent. While going through this, one of their customer service people gave me instructions about a special order for the item needed. I paid $149 for the special item but after the experience I had with the refund situation, I asked them to cancel and refund my money on the newest order. They have stopped responding to me after roughly 10 attempts. NO refund has been given, nothing has been shipped, their phone number disconnects you automatically, their live chat doesn't work and I can't get in touch with anybody. I've tried social media and at least 5 different customer service email address. They owe me $204 which is the recent $149 order and the difference in the first order that they scammed out of me. My recent order number is *****

  Business response

  05/04/2023

  Dear ***, 

  Good day!
  

  We really appreciate you taking the time to share your thoughts with us. The disappointment and anger at your end is completely justifiable. 

  This is to inform you that we've successfully processed your refund of the amount $149.00 in your VISA ending in ****.

  You can expect to see the amount appear in your bank account in the next 4-7 business days. 

  In reference to the parts that had been delivered, you may keep it as an extra measure to our unconditional commitment to customer satisfaction.

  Again, we are extremely sorry to hear about your bad experience, we are trying our best to make returns and refunds a hassle-free experience for all our customers. I have shared your valuable feedback with the rest of my team and can assure you that this mistake won’t happen in the future. Feel free to share any other concerns with us or let me know if you need any further assistance. I will be more than happy to hear you and help you in any way possible. 

  
  
  Thank you and Best Regards,
  
  
  Customer Service Team

   

   

   

   

  Customer response

  05/05/2023

  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

  07/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was given a outdoor umbrella. I went on line to get a proper base. I chose Sunjoy. I paid $189.00 for a base, pole and table to help secure pole from tipping umbrella. The base has a projectile in center to go into a hole at bottom of pole. The projectile is to large for hole!!!! I have tried communicating to Sunjoy but nothing works. The table is fine. I bought another base from local ACE hardware store. It came with a pole that fits. However this base is too large for table to sit atop. So what do I do with this base of 40 lbs and mismatched pole? Waste of $189.00. ****

  Business response

  07/10/2022

  Dear ****,

  
  

  Good day! 

  
  

  We are sorry that you were not satisfied by our service and we assure you that your complaint will be handled in a strict and serious way. 

  
  

  At Sunjoy, our greatest desire is to ensure our customers are satisfied at all levels and find the most suitable way to fix their problems without delay.

  
  

  We will call you in few days to inform you on the methods we have adopted in resolving the issues you have encountered with our products and services recently. Furthermore, we will assess your complaints to deduct measures we can adopt to prevent issues of this nature in subsequent times.

  
  

  
  

  Thank you for your perseverance to deal with this matter immediately and we appreciate your efforts in doing so.. 

   

  Please feel welcome to reach out to us with any questions you may have on this information as we would be more than happy to help.

  
  

  
  

  Thank you and Best Regards,

  
  

  
  

  Customer Service Team

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife ordered a 13' x 15' Gazebo, a fireplace, and gazebo curtains on 3/13/22 for a total of $3527.65. Order #22654. Delivered on 3/18/22. Did not open the boxes (still not opened). I sent emails and Facebook messages within a couple of weeks asking for a copy of the manual. Got no response. Started the process of getting a county permit to erect the gazebo (required for any structure over 120 sqft). Learned that I needed to submit engineered drawings of the structure (this is required in most CA counties as it turns out). Both my wife and myself sent multiple emails to Sunjoy, asking for these drawings. They sent us pdf's of the installation manual, but no engineered drawings. After many back and forth emails, Sunjoy finally admitted that they have no engineered drawings for our gazebo as it is a temporary structure, not meant for permanent installation! This information is not available on their website for our gazebo, and it took Sunjoy several months before they admitted this. My wife asked for a full refund, including return freight charges, as their website is very misleading about this gazebo, having numerous pictures showing what looks like permanent installations, and even using the phrase "Spend all four seasons enjoying a covered spot outdoors". This most certainly sounds like a permanent installation. Their manual states that we are expected to take down and store this gazebo during inclement weather. The gazebo requires 2 - 5 people and 15 - 20 hours to assemble, making this impractical. But one doesn't learn this until you see the manual, or as in our case, someone with the company admits this in an email. So, we cannot get a permit to erect this (I would expect a California corporation to be aware of these requirements in most CA counties) and the entire order is useless. We want a complete refund (all items still in boxes on pallets) due to Sunjoy's lack of transparency on their website regarding the true purpose of this gazebo.

  Business response

  07/08/2022

  Dear ******, 

  
  

  Good day! 

  
  

  We are sorry that you were not satisfied by our service and we assure you that your complaint will be handled in a strict and serious way. 

  
  

  At Sunjoy, our greatest desire is to ensure our customers are satisfied at all levels and find the most suitable way to fix their problems without delay.

  
  

  We will call you in few days to inform you on the methods we have adopted in resolving the issues you have encountered with our products and services recently. Furthermore, we will assess your complaints to deduct measures we can adopt to prevent issues of this nature in subsequent times.

  
  

  
  

  Thank you for your perseverance to deal with this matter immediately and we appreciate your efforts in doing so.. 

   

  Please feel welcome to reach out to us with any questions you may have on this information as we would be more than happy to help.

  
  

  
  

  Thank you and Best Regards,

  
  

  
  

  Customer Service Team

• Initial Complaint

  05/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a gazebo for $700 last year in March, we installed sometime in may as we live in NY so we waited for the weather to break, we took the gazebo down (the top) in sept-oct 2021 even when we took it down we noticed a material rip in the seam and the material felt like it would crumble but my husband said he would see it with the sewing machine when we put back up this season 2022, go get the top out of garage where we stored in a contractor bag to keep safe but still garage stored and when he went to install this time the material like disintegrated, it was very cheap and although we are very upset we emailed trying to get a new top as they are out of stock why because apparently this happens to lots of people (4 months?????) and we cannot use our gazebo this season? No answer to my emails, even if I have to pay for the new top that’s fine but they have not responded to the fact that I need a new one would like to replace and engage as to what may have happened in the 4months that I would need to in the first place. If someone could please help us get resolution and answers as we enjoy our outdoor space and this company took the money and will not support its customers. I ordered through Wayfair and can supply supporting documents at a later date as it’s not saved to my phone but I do have the receipts

  Business response

  05/31/2022

  Dear Valued Customer, 

  
  

  Please allow us to express my deepest regrets for the lack of proper communication with regards to your request. As I understood from you, no one from our team responded back to follow up with you. 

  
  

  We are really sorry to hear that and apologize for the fact that you couldn't get your request fulfilled earlier. 

  
  

  To help us transfer your complaint to the department concerned, we would be grateful if you could provide us with vital information by filling out the information below: 

  
  

  Item#:

  Store & Date of Purchase:

  Parts Needed to be replaced (provide the part letter based on your user manual) with QTY:

  Reason for Replacement:

  How, if damaged:

  
  

  Once again, we are sorry for the inconveniences we have caused you and we hope to offer you better services in future.

  
  

  Thank you and Best Regards,

  
  

  
  

  Customer Service Team

  
  

  Customer response

  06/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 172*****, and find that this resolution is satisfactory to me.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a replacement net for my 10x12 Westbrook soft top gazebo from the Sunjoy website. The replacement net pictured on the website was the correct one so I ordered it. I paid $89 for the net. However the net I received was not only the wrong one but was nothing like the one pictured on the website nor was it even close to my original net. I contacted there customer support via email (which apparently isn’t US based)and they said they would send a replacement net since the first one was not the right one. They did send another one which was again the wrong net. I contacted them again at which time they attempted to blame me for ordering the wrong net (which I did not). I told the representative (Shen) that the mistake is on their end because they’re not sending what is described or pictured on the website. I also sent several photos to them to show the difference between the net I had originally and the one they sent as a replacement. It’s been almost 2 months now that this situation has been going on and I’ve simply asked to either receive the correct item that I paid for or for Sunjoy to issue me a complete refund as the mistake was, is and continues to be on their end. The representative that I continue to communicate with (Shen) continues to ignore emails, give me the run around and just display poor customer service. At this point I feel as though Sunjoy is refusing to correct this issue by either sending the correct replacement net that I paid for or simply refund me the $89 that I paid to them for an item that I’ve not received.

  Business response

  05/24/2022

  Dear ******,

  
  

  Good day! 

  
  

  We appreciate you letting us know that you still didn't receive your refund. We will relay this message to the finance team and we will let you know as soon as possible about the update. 

  
  

  We strive to ensure every customer is satisfied with our business, and I apologize for any way in which we may have inconvenienced you. 

  
  

  Let me know if you have any more questions, comments, or concerns.

  
  

  Thanks and regards,

  
  

  ****** M.

  Customer Service Team

  Tel. No.: ###-###-####

  Customer response

  05/24/2022

   I am rejecting this response because:
  
  This is about the same type of response that I continue to receive from this company. It doesn’t seem to me that this company has any intentions on refunding me or sending me the correct item. I don’t understand how anyone including myself can purchase these gazebos from this company and have no options other than them to get a replacement and then have to go through all of this strife to obtain replacement parts for them? I think I need a more legit response and solution from this company. 

  Business response

  05/25/2022

  Dear ******, 

  
  

  Good day!
  

  
  

  We understand that you are running out of patience and the company takes full responsibility for this. The refund has been deposited into your card ending in 5436. You should see the amount credited to your account in about 3 to 5 business days.

  
  

  Thank you for your perseverance to deal with this matter immediately and we appreciate your efforts in doing so.

  
  

  Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future.

• Initial Complaint

  12/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried ordering 2 canopies for a gazebo. Company listed free shipping on website. Sent me 1 canopy, and billed me for shipping from China (shipping was about the price of a canopy, making me think two were getting sent, with zero shipping charge, as it should have been). Upon opening the item, and realizing they sent 1 with a high priced shipping cost, I tried to get a refund. I filed a previous complaint against this company, as I didn't make any progress towards a refund. But once that first complaint was in the system, I heard back from the company right away, with them stating they would be sending me a return label and giving me a full refund of all the costs charged to me. During my last correspondence with the company on Sept 15, 2021 with a guy named *****, I was told I would hear back in a couple days about the return label, now almost 3 months later, I still have not heard anything about the return label. I called them today, they are now claiming they can't process a return for an item cause I'm in Canada, yet in the previous 6 months I've tried getting a refund, that was never mentioned even though they are well aware of my location, since I had to special order the item through them, cause I'm in Canada... if they can make a special order for a Canadian, why can't they refund me as well? In my previous complaint they said they would give me a return label and they had sent me all the information I needed to return the item. Only thing they did send me was an address so I could send them back the item at my expense, I fought against spending money when I'm trying to get a refund. They agreed they would give me a return, and I would be getting a return label in a day or two. Here I am about 2.5 months later, still waiting on that return label they promised me in mid Sept. I'm filing a second complaint, because nothing progressed the first time, until I filed the complaint. I'm hoping the second complaint will finally progress things like the first time

  Business response

  12/09/2021

  Hi ******, 

  
  

  Good day!

  
  

  We are sorry that you were not satisfied by our service and we assure you that your complaint will be handled in a strict and serious way. However, as of the moment we are still waiting for the item to be returned in order to proceed with the refund. As previously mentioned, a full refund will be processed as soon as we receive the item. 

  
  

  Again, we apologize for the inconvenience cause and thank you for your patience and understanding. Please contact us if you have further questions regarding this. Finally, thank you for your business. We truly appreciate our customers’ support.

  
  

  Thank you and Best Regards,

   

   ****** M.

  Customer Service Team

  For purchases, please visit https://sunjoyshop.com/

  For item parts identification, please visit https://sunjoyonline.com/

   

  This electronic message, including any attachments, may contain the confidential intellectual property of Sunjoy Group.

  Reproduction, distribution, transmission, adaptation, and use of any confidential information contained herein without the

  written permission of Sunjoy Group is strictly prohibited. Sunjoy Group reserves all rights in the information contained herein.

  
  

• Initial Complaint

  10/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After several emails... with no response and several months.. I finally received my warranted replacement... Canopy...now I have parts that has rusted and have visible damages... I’ve asked for replacements at my expense ... because now 5 months later my warranty has expired... but Sunjoy is asking me to pay shipping and handling which is almost two times more that the actual parts costs... this is unacceptable... Sunjoy has to have a better way to make sure loyal customers are not taken advantage of.

  Business response

  10/26/2021

  Dear *****, 

  
  

  Good day!
  
  

  Please allow me to express my deepest regrets for the lack of proper communication with regards to your request. As I understood from you, no one from our team called you back to follow up with you. 

  
  

  I am really sorry to hear that and apologize for the fact that you couldn't get your request fulfilled earlier. 

  
  

  In response to this, our review team is now looking into this and gave clear instructions to address your request as soon as possible. And, as soon as we receive an update, we'll keep you informed.

  
  

  Once again, we are sorry for the inconveniences we have caused you and we hope to offer you better services in future. Thanks for cooperating with us.

  
  

  
  

  
  

  Sincerely, 

  ****** M. 

  Customer Service Team  

  Tel. No.: ###-###-####

  Customer response

  10/26/2021

  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

  10/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a net and privacy panel for our gazebo on 9/7/21. It was list during shipping. Sunjoy told me to contact FedEx directly. FedEx told me to contact shipper for replacement or refund. Called Sunjoy back. They canceled the shipment without providing a refund or a replacement. Multiple phone calls without a resolution. It has now been 6 weeks.

  Business response

  10/18/2021

  Dear ****, 

  
  

  Good day!
  
  

  We sincerely apologised for the inconvenience caused. 

  
  

  This message serves as confirmation that the refund has been processed and will be credited back to your account within 3-5 business days. 

  
  

  If you have any questions, please reply and we'd be happy to clarify them

  
  

  Thank you and Best Regards,

  
  

  
  

  
  

   ****** M. 

  Customer Service Team

  For purchases, please visit https://sunjoyshop.com/

  For item parts identification, please visit https://sunjoyonline.com/

  
  

  This electronic message, including any attachments, may contain the confidential intellectual property of Sunjoy Group.

• Initial Complaint

  09/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Sunjoy Rosemary Gazebo in 2020, no missing parts. We took it down due to a pending hurricane and misplaced the top connector. I wrote to Sunjoy Customer Care on April 9 2021, they responded by email this past June 9 but there was no info in the email. Only a letter "c" and signed by a customer service agent. This was the only info in the Subject line: Replacement Part A *********. We decided to again search around the house and garage to find the missing part with no luck. We would like to buy this replacement part but cannot get an answer from Sunjoy about whether or not they have the part. I have attempted to reach them by phone but no answer.

  Business response

  09/28/2021

  Dear *******, 

  
  

  Good day!
  

  
  

  Thank you for notifying us concerning the faulty product that you purchased from our company. We are truly sorry that the item that you received has missing parts. We understand your disappointment, and apologize for any inconvenience that this may have caused you.  

  
  

  This claim is now being processed with order number **********.  However, it is still on pending approval hence we need to verify some information. We have different versions for the Rosemary  Gazebo the same SKU/UPC but the parts are still not interchangeable. 

  
  

  To ensure that we’ll be sending the correct parts we’ll be asking to get confirmation about the model/item number that is stated on the 1st page of the manual. Can you check this  and confirm, please? 

  
  

  Thank you and Best Regards,

   

   

   

   ****** M.

  Customer Service Team

  For purchases, please visit https://sunjoyshop.com/

  For item parts identification, please visit https://sunjoyonline.com/

   

  This electronic message, including any attachments, may contain the confidential intellectual property of Sunjoy Group.

  Reproduction, distribution, transmission, adaptation, and use of any confidential information contained herein without the

  written permission of Sunjoy Group is strictly prohibited. Sunjoy Group reserves all rights in the information contained herein.

  
  

• Initial Complaint

  07/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a gazebo almost 2 yrs ago. I need a replacement canopy for it. I tried to order 1 more than 12 months ago. It was on back order i have been contacting Sunjoy for several months by email to get a replacement. They will not reply to any of my emails. Very poor customer service. I will never by another Sunjoy product for this reason.

  Business response

  07/23/2021

  Hi ***,

  
  

  Good day!

  
  

  We appreciate your business with us, and we truly apologize for this inconvenience. 

  
  

  We will have someone to contact you and have this sorted out within 48-72hours.

  
  

  We will need the specific parts you need for replacement. Our team will contact the warehouse team to check for the eta for these parts.

  
  

  We are grateful for your business, and as a valued customer, you are our top priority. Again, we apologize for the inconvenience.

  
  

  Thank you!    

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩