We were sorry to hear of the damage to Ms [redacted] ’s awning when she first made us aware of it October 3, The damage was weather related (heavy rain and thunderstorms) and not the result of a defect in the awning As the manufacturer of her awning we hold the warranty and can send replacement parts for any parts that were damaged At that time Mrs [redacted] expressed her desire to return the awning Because she did not purchase from SunSetter we referred her to her place of purchase to discuss her options We spoke with Mrs [redacted] and explained the warranty and let her know we can replace any damaged components, and even replace the complete awning if the damage was a complete loss We cannot offer her a refund for a product she purchased elsewhere Mrs [redacted] first expressed an interest in a SunSetter Awning in She has received several mailings from us over the years with details on all our awning models and prices for do-it-yourself installation We do not offer installation and we do not have people in the field Mrs [redacted] decided she wanted to purchase her awning from a local independent business that provided installation services Our website gives purchase options When someone searches for a local dealer on our website they provide their name and address and the system locates a local awning dealer assuming there is one in the area The website does not direct anyone to buy elsewhere, it’s just an option available The attached page is the result of a search on our website for a local dealer This page displays the name and location of the dealer, their phone number, and a disclaimer letting the prospect know if they buy from one of the local dealers listed that they are not buying from Sunsetter Our 90-day return policy applies to purchases made directly from SunSetter We will be happy to send replacement parts to replace anything that is damaged We do not offer installation If Mrs [redacted] does not wish to work with her local dealer we suggest a handyman, or friends and family Our Customer Service team is available days a week until 10:00pm ET at [redacted] to offer assistance Attachments: Dealer locator with disclaimer from our website, 90-day Home Trial notice on our website, terms and condition page of the 90-day home trial
We respectfully disagree with some of the statements made byMr [redacted] in his rebuttal First, our dealer network is comprised solelyof independent businesses Secondly, a customer does not have to use anawning dealer to install an awning purchased from SunSetter or from one of thelocal independent businesses Mr[redacted] awning is installed on his roof, and we do not sell roof brackets tothe general public because we do not believe that particular installation is ado-it-yourself installation We providestandard wall brackets and soffit brackets with every awning, and ourinstructions including an installation DVD are all designed to be installed bythe homeowner installing to the wall or soffit Those that prefer not to installthe awning themselves can hire a handyman, recruit help from friends or choseto work with an independent awning dealer These are all options Mr [redacted] did chose to work with a localdealer and we refer him to that local dealer for installation issues We didn’t install his awning and his local awningdealer does not work for SunSetter The local awning dealers purchase awnings fromSunSetter for resale to their customer Weare the manufacturer of his awning and are here for him for warrantyissues For questions about hispurchase, including installation or service or reimbursement for anything we mustrefer him back to his place of purchase
We will happily provide the requested set of LED lights to make up for any inconvenience [redacted] Freight has confirmed the mis-routed item was located and is in the possession of the partner carrierIt is our understanding that a delivery appointment has been made for this ThursdayWe will continue to monitor the delivery
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowfirst of all when you purchase the sunsetter product you MUST GET ONE OF THIER CERITFIED DEALERS to install the product Sunsetter refers them as INDEPENDANT CONTRACTORS, this commet is not true THey are of SUNSETTERS WEB site and are to be certified and qualified to handle their product YOU CAN NOT JUST HIRE SOMEONE OFF THE STREET TOP DO THIS INSTALLATION, YOU MUST GO THRU SUNSETTER.My first installation WAS NOT A FEW SCREWS LOOSE but the ALL THE ROOF BRACKETS WERE NOT PROPERLY SECURED TO THE ROOF BEAMS AS REQUIRED BY SUNSETTER, this was their installer, who is supposed to know how to do this The FIRST installer also did not install six brakets as required by SUNSETTER due to the lenght of the awning but installed only five.therefor due to very poor installation and fewer brackets than necessary I had asked a SECOND SUUSETTER DEALER TO come and take a look at my AWNING thank god th esecond installer knew what was wrong and fixed the problem The awning had to be removed, the roof needed to be fixed where the old brackets were, six brackets were installed thru the roof beams, and the awning replaced I had also purchased a wind sensor which was not set up right by the First installer nad had to be reprogramed by the second installer SUNSETTERS COMMENT TO ME WAS THAT I SHOULOD HAVE GIVEN THE FIRST INSTALLER A CHANCE TO FIX HIS MISTAKE, I ASKED WHY ? HE DID NOT KNOW HOW TO INSTALL THE PRODUCT CORRECTLY THE FIRST TIME, WHY SHOULD I ALLOW HIM TO SCREW IT UP A SECOND TIME That is when Igot a seconf installer thru SUNSETERS WEB SITE I am asking SUNSETTER TO reimburse me the cost of the second installation of $ WHY SHOULD I HAVE TO PAY TWICE FOR MY PRODUCT TO BE PROPERLY INSTALLED THANK YOU [redacted] Regards, [redacted]
Mr [redacted] purchased his awning through a local independent awning dealer, not SunSetter Products We, SunSetter Products sell our awningsdirect to the consumer for DIY installationWe do not offer installation or repair servicesWe also sell awnings tolocal independent businesses for resale to their customers This is the case with Mr [redacted] He purchased through a local independentbusiness, [redacted] ***of Inwood, NYSunSetter is the manufacturer of Mr [redacted] ’s awning and hold thewarranty on his awning The Manufacturer’sWarranty does not cover installation or repair or the cost of either On April 17, 2015, Mr [redacted] called us tosay when he removed his awning cover a couple of screws looked loose in thebrackets At that time we referred himback to his place of purchase and the installers of his awning Any concern involving installation isbetween Mr [redacted] and [redacted] (the seller and installer.) According to our notes Mr [redacted] didn’twant to work with [redacted] after not being able to reach them by phone andasked us for the name of another local dealerWe provided that name and reiterated in writing, “Please note all SunSetter Dealers are independent businesses notaffiliated with or controlled by SunSetter Products LPDealers set their ownpricing that cannot be combined with any direct SunSetter offer, and allagreements and services, including installation or technical service negotiatedbetween you and the dealer do not involve SunSetter Products LP and cannot beadjusted or changed by SunSetter Products LP.” Mr [redacted] contacted and contracted another independent business to reinstall his awning with the awareness that weare not involved in that relationship Mr [redacted] is now asking for us to reimburse him forthat reinstallation We have explainedthis to Mr [redacted] , and we continue to refer him to his place of purchase forquestions or concerns with the installation of his awning
We are sorry to hear of any confusion over our promotional materialI have attached to this response the Motorized Awning brochure and local Dealer information we mailed to Mr*** The brochure applies to purchases made from SunSetter Our intent is to give potential
customers options when buying a SunSetter Awning, so we enclose local dealer information with a disclaimer for that purpose Since we have sold factory direct to the yourself consumer For those that can’t measure or install, or prefer not to we recommend family, friends or a handyman Others prefer full service and/or to work with someone locally so we have a network of local independent awning dealers that buy awnings from us and resell them to their customer While we control the pricing, promotional offers, and 90-day home trial purchases made directly from SunSetter, we do not control the pricing, promotions or the return policy of local independent businesses Local awning dealers offer services we do not Local dealers will give a free in home estimate, measure the space, accept delivery of the awning and travel back to the home to install the awning That is all service that does not come with buying directly from SunSetter We hope a second look at this material will be helpful to Mr*** Please note this material also addresses the 90-day home trial The 90-day home trial is offered by SunSetter for purchases made from SunSetter For questions about the return policy of a local independent awning dealer we refer Mr*** to his place of purchase As a gesture of goodwill we will ship Mr*** the *** gas grill We appreciate the feedback on *** and will use that to retrain him on this topic
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Lets wait until I actually receive the goods I paid forIn the meantime a good faith gesture that would help quell the pain of this transaction could be to ship a complementary "Dimming LED lights" for my awning
Regards,
*** ***
We are sorry to hear you did not receive a free awning cover with your awning purchase from *** Awnings. Although you purchased your awning from a local independent dealer and not SunSetter Products, most local dealers will match our promotions. We at SunSetter we take great pride
in our product quality, our service, and especially in the satisfaction of our customers We’d be happy to give you a free awning cover for your awningIncluded with the awning cover will be instructions for installing the cover to the soffit. Installation is not difficult assuming you have the space on your soffit to accommodate the cover. Installing the cover yourself will save on the cost of paying a handyman or your local dealer for the service. The information you received from our Customer Care team was accurate. The dealer network are local independent dealers that purchase awnings from SunSetter for resale to their customers. The do not work for us and we do not control or influence their pricing. Your purchase is between you and ***. We, SunSetter are the manufacturer of your awning and are here for you for any warranty purpose. Please do not hesitate to contact us if you need assistance in the future
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved However I still feel that the company advertisement is misleading to the average consumer and doesn't provide a clear explanation to the consumer on how local independant dealers prices and promotions may vary upon service with themI appreciate your honoring me with what you advertised and hope that you not only trained your employees better but work on a more transparent marketing campaign to assist your customersThe authorized dealers are a reflection of your company brand and you as the business have a responsibility to ensure they are equip to accomodate what your promotion are or at least accept to install your product if the customer chooses to purchase direct from you I feel less than satisfied but again glad to receive the item that was being offered with your promotion.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Our apologies to Ms*** for the undue frustration she experienced when trying to get a status of her awning delivery. The good news is *** Freight has scheduled an appointment with Ms*** to deliver her awning tomorrow, 7/12. Although the awning was ordered on May 30th, the
processing date was delayed until June 24th as Ms*** was going to be away. On June 24th we moved her awning into production (the awning is built to order) and it shipped from our facility in Massachusetts on June 28th. We quote a 2-week delivery time from order date or in this case the delayed order date of 6/24. Ms***'s awning will be delivered to her in just under the three week timeframe. We contract with *** Freight to deliver our oversized products, like Ms***'s 20ft awning. Once *** picks up the freight from us their logistics take over. They strategically route freight around the county in the most efficient and cost effective manner. As a result there may be times that we do not know the specific whereabouts of the freight, so we focus on our committed delivery time frame, and not necessarily the in-between routing. We know once the awning is installed Ms*** will enjoy it for many years to come. If we can be of further assistance please do not hesitate to contact us
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
No where in the disclaimer does it state that Sunsetter would not specifically honor the day risk free warranty. The disclaimer is long and misleading. I stand by my original statement that Sunsetter must make it obvious to the consumer that the day risk free warranty ONLY applies to online/phone orders. I am sure I have not taken the packaging out of the box and it is ready to be shipped back to Sunsetter. I am sure Sunsetter will honor my return of the product only and not the installation fee as they are known for excellent customer service. They did state they would contact me today. I missed one phone call and have not received any additional calls. I wrote an email with more specific information to their customer service department this morning and am waiting on a reply
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The awning appears to be working fine at this time, after I receive the missing wireless wall switch, the touch up paint, and the LED lights, We should be able to close this issue, to my satisfaction.
Regards,
*** ***
We are sorry to hear about any misunderstanding with our
90-day Home Trial. The Dealer Locator on
our website contains a disclaimer to educate the customer accordingly. SunSetter is the manufacturer of the product
and we are here for any warranty needs. For questions on his
purchase or the return policy of a local
independent business we refer Mr*** to his place of purchase. Attached you will find the results of
locating a dealer in Mr***’s zip code. This page contains a disclaimer that defines an authorized dealer
We regret any inconvenience caused by the delay in delivery. We too are frustrated, but resolution is underway. Delivery was made today for one of two pieces of the original shipment. The second piece which was separated from the freight shipment will be resent from our factory, but it cannot be...
sent overnight as it is a freight item. We also do not stock this awning, it is built to order. A replacement shipment will ship out early next week, in the meantime we will continue to work with [redacted] Freight to locate the mis-routed item in the event it is found before the second shipment is delivered.We commit to delivery within 3 weeks of ordering. In this case, the order was placed on July 6th. The order was built and shipped from our factory in Malden, MA on July 12th. As mentioned in the email shipment notification, a phone call would be made by [redacted] Freight to schedule a delivery appointment within two weeks.As of the morning of July 27tha delivery appointment had not yet made by [redacted] Freight for delivery of the shipment on tracking number [redacted] Freight tells us that this is because one of the two pieces has been mis-routed and awaiting to be handed off to their partner carrier [redacted] who is tasked to make the final delivery. [redacted] Freight was and still is making every effort to locate the mis-routed item to ensure a complete delivery which is typically preferable.Unfortunately, SunSetter was not aware of any exceptions causing adeliverydelay.Uponlearning of the situationon the evening of July 27th, we did advise that we would work with [redacted] Freight to locate the mis-routed package to ensure quick delivery;if not located within five days we would expedite a replacement. In our experience with [redacted] Freight, they have a very high success rate of locating a mis-routed items within 5 days which typically results in a faster delivery time than a replacement shipment. We ship tens of thousands of pieces each year with [redacted] Freight and their exception rate is low. When things do not go as planned, we make all reasonable efforts to not only make them right, but also to learn from the experience. We are committed to ensuring a speedy resolution.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. I have spoken with representatives at Sunsetter on the phone many times this week. Sunsetter has made numerous statements that they are working on the issue, they will call back in an hour or two with the solution, they will find a way to resolve the situation, but they don't follow up. I requested [redacted] on Wednesday and got no response. I do not believe anything that anyone at Sunsetter states. Yesterday, I received an email that states I can expect my order to "be delivered to you within the next 2-3 weeks." This is the same statement I received on April 23 when I originally ordered the shades and PAID FOR THEM IN FULL. While I was annoyed with the first loss of the shipment and that I had to wait another 3 weeks, I did not complain. With the second shipment loss I questioned them sending it [redacted] and that I had to wait another 3 weeks. When the third shipment loss this past Monday, Sunsetter should have sent a shade [redacted] that day but it seems they have no incentive to ensure they are meeting their own service agreement. What recourse do I have when I paid in full for a product and am expecting the company to follow through with their statements for delivery? I have posted several reviews online that state, while I think Sunsetter has a good product, they have proven to have the worst customer service I have ever experienced and people who might consider purchasing from them should reconsider. This however, does not resolve that I paid over $1200 for these shades three months ago and Sunsetter may or may not ever deliver the order.
Regards,
[redacted]
We are always open to feedback and we appreciate the comments
Mr. [redacted] took the time to share with us. We believe the disclaimer on our
website is clear that dealers are independent business that purchase product from
SunSetter for resale. They are not
representing or controlled by SunSetter Products. We refer Mr. [redacted] to his place of
purchase for questions about his purchase. Our records show he purchased from [redacted] in Fort Walton
Beach, Florida. It’s not uncommon that a customer will
uninstall their awning and move it to their new home. Another option is to sell it locally. The awning cannot be returned to SunSetter
Products for a refund.
We were sorry to hear of the damage to Ms. [redacted]’s awning when she first made us aware of it October 3, 2016. The damage was weather related (heavy rain and thunderstorms) and not the result of a defect in the awning. As the manufacturer of her awning we hold the warranty and...
can send replacement parts for any parts that were damaged. At that time Mrs. [redacted] expressed her desire to return the awning. Because she did not purchase from SunSetter we referred her to her place of purchase to discuss her options. We spoke with Mrs. [redacted] and explained the warranty and let her know we can replace any damaged components, and even replace the complete awning if the damage was a complete loss. We cannot offer her a refund for a product she purchased elsewhere. Mrs. [redacted] first expressed an interest in a SunSetter Awning in 2011. She has received several mailings from us over the years with details on all our awning models and prices for do-it-yourself installation. We do not offer installation and we do not have people in the field. Mrs. [redacted] decided she wanted to purchase her awning from a local independent business that provided installation services. Our website gives purchase options. When someone searches for a local dealer on our website they provide their name and address and the system locates a local awning dealer assuming there is one in the area. The website does not direct anyone to buy elsewhere, it’s just an option available. The attached page is the result of a search on our website for a local dealer. This page displays the name and location of the dealer, their phone number, and a disclaimer letting the prospect know if they buy from one of the local dealers listed that they are not buying from Sunsetter. Our 90-day return policy applies to purchases made directly from SunSetter. We will be happy to send replacement parts to replace anything that is damaged. We do not offer installation. If Mrs. [redacted] does not wish to work with her local dealer we suggest a handyman, or friends and family. Our Customer Service team is available 7 days a week until 10:00pm ET at [redacted] to offer assistance. Attachments: Dealer locator with disclaimer from our website, 90-day Home Trial notice on our website, terms and condition page of the 90-day home trial.
We apologize for the undo frustration caused to Mr. [redacted] over a misunderstanding of the free rug promotion. Mr. [redacted]s order does qualify for the free rug and he can expect to receive the free rug within four to six weeks from the date of his qualifying purchase which...
We were sorry to hear of the damage to Ms [redacted] ’s awning when she first made us aware of it October 3, The damage was weather related (heavy rain and thunderstorms) and not the result of a defect in the awning As the manufacturer of her awning we hold the warranty and can send replacement parts for any parts that were damaged At that time Mrs [redacted] expressed her desire to return the awning Because she did not purchase from SunSetter we referred her to her place of purchase to discuss her options We spoke with Mrs [redacted] and explained the warranty and let her know we can replace any damaged components, and even replace the complete awning if the damage was a complete loss We cannot offer her a refund for a product she purchased elsewhere Mrs [redacted] first expressed an interest in a SunSetter Awning in She has received several mailings from us over the years with details on all our awning models and prices for do-it-yourself installation We do not offer installation and we do not have people in the field Mrs [redacted] decided she wanted to purchase her awning from a local independent business that provided installation services Our website gives purchase options When someone searches for a local dealer on our website they provide their name and address and the system locates a local awning dealer assuming there is one in the area The website does not direct anyone to buy elsewhere, it’s just an option available The attached page is the result of a search on our website for a local dealer This page displays the name and location of the dealer, their phone number, and a disclaimer letting the prospect know if they buy from one of the local dealers listed that they are not buying from Sunsetter Our 90-day return policy applies to purchases made directly from SunSetter We will be happy to send replacement parts to replace anything that is damaged We do not offer installation If Mrs [redacted] does not wish to work with her local dealer we suggest a handyman, or friends and family Our Customer Service team is available days a week until 10:00pm ET at [redacted] to offer assistance Attachments: Dealer locator with disclaimer from our website, 90-day Home Trial notice on our website, terms and condition page of the 90-day home trial
We respectfully disagree with some of the statements made byMr [redacted] in his rebuttal First, our dealer network is comprised solelyof independent businesses Secondly, a customer does not have to use anawning dealer to install an awning purchased from SunSetter or from one of thelocal independent businesses Mr[redacted] awning is installed on his roof, and we do not sell roof brackets tothe general public because we do not believe that particular installation is ado-it-yourself installation We providestandard wall brackets and soffit brackets with every awning, and ourinstructions including an installation DVD are all designed to be installed bythe homeowner installing to the wall or soffit Those that prefer not to installthe awning themselves can hire a handyman, recruit help from friends or choseto work with an independent awning dealer These are all options Mr [redacted] did chose to work with a localdealer and we refer him to that local dealer for installation issues We didn’t install his awning and his local awningdealer does not work for SunSetter The local awning dealers purchase awnings fromSunSetter for resale to their customer Weare the manufacturer of his awning and are here for him for warrantyissues For questions about hispurchase, including installation or service or reimbursement for anything we mustrefer him back to his place of purchase
We will happily provide the requested set of LED lights to make up for any inconvenience [redacted] Freight has confirmed the mis-routed item was located and is in the possession of the partner carrierIt is our understanding that a delivery appointment has been made for this ThursdayWe will continue to monitor the delivery
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowfirst of all when you purchase the sunsetter product you MUST GET ONE OF THIER CERITFIED DEALERS to install the product Sunsetter refers them as INDEPENDANT CONTRACTORS, this commet is not true THey are of SUNSETTERS WEB site and are to be certified and qualified to handle their product YOU CAN NOT JUST HIRE SOMEONE OFF THE STREET TOP DO THIS INSTALLATION, YOU MUST GO THRU SUNSETTER.My first installation WAS NOT A FEW SCREWS LOOSE but the ALL THE ROOF BRACKETS WERE NOT PROPERLY SECURED TO THE ROOF BEAMS AS REQUIRED BY SUNSETTER, this was their installer, who is supposed to know how to do this The FIRST installer also did not install six brakets as required by SUNSETTER due to the lenght of the awning but installed only five.therefor due to very poor installation and fewer brackets than necessary I had asked a SECOND SUUSETTER DEALER TO come and take a look at my AWNING thank god th esecond installer knew what was wrong and fixed the problem The awning had to be removed, the roof needed to be fixed where the old brackets were, six brackets were installed thru the roof beams, and the awning replaced I had also purchased a wind sensor which was not set up right by the First installer nad had to be reprogramed by the second installer SUNSETTERS COMMENT TO ME WAS THAT I SHOULOD HAVE GIVEN THE FIRST INSTALLER A CHANCE TO FIX HIS MISTAKE, I ASKED WHY ? HE DID NOT KNOW HOW TO INSTALL THE PRODUCT CORRECTLY THE FIRST TIME, WHY SHOULD I ALLOW HIM TO SCREW IT UP A SECOND TIME That is when Igot a seconf installer thru SUNSETERS WEB SITE I am asking SUNSETTER TO reimburse me the cost of the second installation of $ WHY SHOULD I HAVE TO PAY TWICE FOR MY PRODUCT TO BE PROPERLY INSTALLED THANK YOU [redacted] Regards, [redacted]
Mr [redacted] purchased his awning through a local independent awning dealer, not SunSetter Products We, SunSetter Products sell our awningsdirect to the consumer for DIY installationWe do not offer installation or repair servicesWe also sell awnings tolocal independent businesses for resale to their customers This is the case with Mr [redacted] He purchased through a local independentbusiness, [redacted] ***of Inwood, NYSunSetter is the manufacturer of Mr [redacted] ’s awning and hold thewarranty on his awning The Manufacturer’sWarranty does not cover installation or repair or the cost of either On April 17, 2015, Mr [redacted] called us tosay when he removed his awning cover a couple of screws looked loose in thebrackets At that time we referred himback to his place of purchase and the installers of his awning Any concern involving installation isbetween Mr [redacted] and [redacted] (the seller and installer.) According to our notes Mr [redacted] didn’twant to work with [redacted] after not being able to reach them by phone andasked us for the name of another local dealerWe provided that name and reiterated in writing, “Please note all SunSetter Dealers are independent businesses notaffiliated with or controlled by SunSetter Products LPDealers set their ownpricing that cannot be combined with any direct SunSetter offer, and allagreements and services, including installation or technical service negotiatedbetween you and the dealer do not involve SunSetter Products LP and cannot beadjusted or changed by SunSetter Products LP.” Mr [redacted] contacted and contracted another independent business to reinstall his awning with the awareness that weare not involved in that relationship Mr [redacted] is now asking for us to reimburse him forthat reinstallation We have explainedthis to Mr [redacted] , and we continue to refer him to his place of purchase forquestions or concerns with the installation of his awning
We are sorry to hear of any confusion over our promotional materialI have attached to this response the Motorized Awning brochure and local Dealer information we mailed to Mr*** The brochure applies to purchases made from SunSetter Our intent is to give potential
customers options when buying a SunSetter Awning, so we enclose local dealer information with a disclaimer for that purpose Since we have sold factory direct to the yourself consumer For those that can’t measure or install, or prefer not to we recommend family, friends or a handyman Others prefer full service and/or to work with someone locally so we have a network of local independent awning dealers that buy awnings from us and resell them to their customer While we control the pricing, promotional offers, and 90-day home trial purchases made directly from SunSetter, we do not control the pricing, promotions or the return policy of local independent businesses Local awning dealers offer services we do not Local dealers will give a free in home estimate, measure the space, accept delivery of the awning and travel back to the home to install the awning That is all service that does not come with buying directly from SunSetter We hope a second look at this material will be helpful to Mr*** Please note this material also addresses the 90-day home trial The 90-day home trial is offered by SunSetter for purchases made from SunSetter For questions about the return policy of a local independent awning dealer we refer Mr*** to his place of purchase As a gesture of goodwill we will ship Mr*** the *** gas grill We appreciate the feedback on *** and will use that to retrain him on this topic
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Lets wait until I actually receive the goods I paid forIn the meantime a good faith gesture that would help quell the pain of this transaction could be to ship a complementary "Dimming LED lights" for my awning
Regards,
*** ***
We are sorry to hear you did not receive a free awning cover with your awning purchase from *** Awnings. Although you purchased your awning from a local independent dealer and not SunSetter Products, most local dealers will match our promotions. We at SunSetter we take great pride
in our product quality, our service, and especially in the satisfaction of our customers We’d be happy to give you a free awning cover for your awningIncluded with the awning cover will be instructions for installing the cover to the soffit. Installation is not difficult assuming you have the space on your soffit to accommodate the cover. Installing the cover yourself will save on the cost of paying a handyman or your local dealer for the service. The information you received from our Customer Care team was accurate. The dealer network are local independent dealers that purchase awnings from SunSetter for resale to their customers. The do not work for us and we do not control or influence their pricing. Your purchase is between you and ***. We, SunSetter are the manufacturer of your awning and are here for you for any warranty purpose. Please do not hesitate to contact us if you need assistance in the future
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved However I still feel that the company advertisement is misleading to the average consumer and doesn't provide a clear explanation to the consumer on how local independant dealers prices and promotions may vary upon service with themI appreciate your honoring me with what you advertised and hope that you not only trained your employees better but work on a more transparent marketing campaign to assist your customersThe authorized dealers are a reflection of your company brand and you as the business have a responsibility to ensure they are equip to accomodate what your promotion are or at least accept to install your product if the customer chooses to purchase direct from you I feel less than satisfied but again glad to receive the item that was being offered with your promotion.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Our apologies to Ms*** for the undue frustration she experienced when trying to get a status of her awning delivery. The good news is *** Freight has scheduled an appointment with Ms*** to deliver her awning tomorrow, 7/12. Although the awning was ordered on May 30th, the
processing date was delayed until June 24th as Ms*** was going to be away. On June 24th we moved her awning into production (the awning is built to order) and it shipped from our facility in Massachusetts on June 28th. We quote a 2-week delivery time from order date or in this case the delayed order date of 6/24. Ms***'s awning will be delivered to her in just under the three week timeframe. We contract with *** Freight to deliver our oversized products, like Ms***'s 20ft awning. Once *** picks up the freight from us their logistics take over. They strategically route freight around the county in the most efficient and cost effective manner. As a result there may be times that we do not know the specific whereabouts of the freight, so we focus on our committed delivery time frame, and not necessarily the in-between routing. We know once the awning is installed Ms*** will enjoy it for many years to come. If we can be of further assistance please do not hesitate to contact us
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
No where in the disclaimer does it state that Sunsetter would not specifically honor the day risk free warranty. The disclaimer is long and misleading. I stand by my original statement that Sunsetter must make it obvious to the consumer that the day risk free warranty ONLY applies to online/phone orders. I am sure I have not taken the packaging out of the box and it is ready to be shipped back to Sunsetter. I am sure Sunsetter will honor my return of the product only and not the installation fee as they are known for excellent customer service. They did state they would contact me today. I missed one phone call and have not received any additional calls. I wrote an email with more specific information to their customer service department this morning and am waiting on a reply
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The awning appears to be working fine at this time, after I receive the missing wireless wall switch, the touch up paint, and the LED lights, We should be able to close this issue, to my satisfaction.
Regards,
*** ***
We are sorry to hear about any misunderstanding with our
90-day Home Trial. The Dealer Locator on
our website contains a disclaimer to educate the customer accordingly. SunSetter is the manufacturer of the product
and we are here for any warranty needs. For questions on his
purchase or the return policy of a local
independent business we refer Mr*** to his place of purchase. Attached you will find the results of
locating a dealer in Mr***’s zip code. This page contains a disclaimer that defines an authorized dealer
We regret any inconvenience caused by the delay in delivery. We too are frustrated, but resolution is underway. Delivery was made today for one of two pieces of the original shipment. The second piece which was separated from the freight shipment will be resent from our factory, but it cannot be...
sent overnight as it is a freight item. We also do not stock this awning, it is built to order. A replacement shipment will ship out early next week, in the meantime we will continue to work with [redacted] Freight to locate the mis-routed item in the event it is found before the second shipment is delivered.We commit to delivery within 3 weeks of ordering. In this case, the order was placed on July 6th. The order was built and shipped from our factory in Malden, MA on July 12th. As mentioned in the email shipment notification, a phone call would be made by [redacted] Freight to schedule a delivery appointment within two weeks.As of the morning of July 27tha delivery appointment had not yet made by [redacted] Freight for delivery of the shipment on tracking number [redacted] Freight tells us that this is because one of the two pieces has been mis-routed and awaiting to be handed off to their partner carrier [redacted] who is tasked to make the final delivery. [redacted] Freight was and still is making every effort to locate the mis-routed item to ensure a complete delivery which is typically preferable.Unfortunately, SunSetter was not aware of any exceptions causing adeliverydelay.Uponlearning of the situationon the evening of July 27th, we did advise that we would work with [redacted] Freight to locate the mis-routed package to ensure quick delivery;if not located within five days we would expedite a replacement. In our experience with [redacted] Freight, they have a very high success rate of locating a mis-routed items within 5 days which typically results in a faster delivery time than a replacement shipment. We ship tens of thousands of pieces each year with [redacted] Freight and their exception rate is low. When things do not go as planned, we make all reasonable efforts to not only make them right, but also to learn from the experience. We are committed to ensuring a speedy resolution.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. I have spoken with representatives at Sunsetter on the phone many times this week. Sunsetter has made numerous statements that they are working on the issue, they will call back in an hour or two with the solution, they will find a way to resolve the situation, but they don't follow up. I requested [redacted] on Wednesday and got no response. I do not believe anything that anyone at Sunsetter states. Yesterday, I received an email that states I can expect my order to "be delivered to you within the next 2-3 weeks." This is the same statement I received on April 23 when I originally ordered the shades and PAID FOR THEM IN FULL. While I was annoyed with the first loss of the shipment and that I had to wait another 3 weeks, I did not complain. With the second shipment loss I questioned them sending it [redacted] and that I had to wait another 3 weeks. When the third shipment loss this past Monday, Sunsetter should have sent a shade [redacted] that day but it seems they have no incentive to ensure they are meeting their own service agreement. What recourse do I have when I paid in full for a product and am expecting the company to follow through with their statements for delivery? I have posted several reviews online that state, while I think Sunsetter has a good product, they have proven to have the worst customer service I have ever experienced and people who might consider purchasing from them should reconsider. This however, does not resolve that I paid over $1200 for these shades three months ago and Sunsetter may or may not ever deliver the order.
Regards,
[redacted]
We are always open to feedback and we appreciate the comments
Mr. [redacted] took the time to share with us. We believe the disclaimer on our
website is clear that dealers are independent business that purchase product from
SunSetter for resale. They are not
representing or controlled by SunSetter Products. We refer Mr. [redacted] to his place of
purchase for questions about his purchase. Our records show he purchased from [redacted] in Fort Walton
Beach, Florida. It’s not uncommon that a customer will
uninstall their awning and move it to their new home. Another option is to sell it locally. The awning cannot be returned to SunSetter
Products for a refund.
We were sorry to hear of the damage to Ms. [redacted]’s awning when she first made us aware of it October 3, 2016. The damage was weather related (heavy rain and thunderstorms) and not the result of a defect in the awning. As the manufacturer of her awning we hold the warranty and...
can send replacement parts for any parts that were damaged. At that time Mrs. [redacted] expressed her desire to return the awning. Because she did not purchase from SunSetter we referred her to her place of purchase to discuss her options. We spoke with Mrs. [redacted] and explained the warranty and let her know we can replace any damaged components, and even replace the complete awning if the damage was a complete loss. We cannot offer her a refund for a product she purchased elsewhere. Mrs. [redacted] first expressed an interest in a SunSetter Awning in 2011. She has received several mailings from us over the years with details on all our awning models and prices for do-it-yourself installation. We do not offer installation and we do not have people in the field. Mrs. [redacted] decided she wanted to purchase her awning from a local independent business that provided installation services. Our website gives purchase options. When someone searches for a local dealer on our website they provide their name and address and the system locates a local awning dealer assuming there is one in the area. The website does not direct anyone to buy elsewhere, it’s just an option available. The attached page is the result of a search on our website for a local dealer. This page displays the name and location of the dealer, their phone number, and a disclaimer letting the prospect know if they buy from one of the local dealers listed that they are not buying from Sunsetter. Our 90-day return policy applies to purchases made directly from SunSetter. We will be happy to send replacement parts to replace anything that is damaged. We do not offer installation. If Mrs. [redacted] does not wish to work with her local dealer we suggest a handyman, or friends and family. Our Customer Service team is available 7 days a week until 10:00pm ET at [redacted] to offer assistance. Attachments: Dealer locator with disclaimer from our website, 90-day Home Trial notice on our website, terms and condition page of the 90-day home trial.
We apologize for the undo frustration caused to Mr. [redacted] over a misunderstanding of the free rug promotion. Mr. [redacted]s order does qualify for the free rug and he can expect to receive the free rug within four to six weeks from the date of his qualifying purchase which...
was 5/6/16.