Gigatent

The Complainant said that his desired settlement would be to take a new tent [redacted] at no charge also no charge for the shipping of said tentSo we are sending him out the new tent today 6/19/at no charge to him at allShipped On: 06/19/Tracking #: [redacted] *** ** At this time I would consider this complaint to be fulfilledThank You ! Rosann

The Complainant said that his desired settlement would be to take a new tent [redacted] at no charge also no charge for the shipping of said tent.. So we are sending him out the new tent today 6/19/2017 at no charge to him at all... Shipped On: 06/19/2017 Tracking #: [redacted]...

** At this time I would consider this complaint to be fulfilled.... Thank You ! Rosann

Review: In 2013 we purchased online through ToysRUs a Gigatent screenhouse; [redacted] after 90 days ToysRUs does not handle any problems so I have been dealing directly with Gigatent. After one use I had problems with the zipper not working and the pull up part of zipper broke off. I emailed Gigatent at that time to see if they would pay for a local business replace the zipper and the response that I got was to wait until March/April of 2014 and Gigatent would ship a new screenhouse and I pay the freight. April 9, 2014 I faxed a letter to Gigatent with the information that was needed to get the new screenhouse per their email but that I was not paying shipping this is their problem and there is a three year warranty. On Thurs. April 10 I received and email from [redacted] at Gigatent stating that the order was being shipped at no cost to me. When I received the new body for my screenhouse and was able to set it up; it did not fit it was a 10 x 10 body and I have a 12 x 12 frame. On Sat. April 19 I sent an email to [redacted] stating that the wrong body size was sent and I would be glad to return the wrong body at their cost. On April 24 [redacted] emailed me apologizing that the wrong item was sent a new 12 x 12 body would be shipped and she would personally pack it herself and to keep the incorrect item. I emailed [redacted] on May 2 stating that I hadn't received a new body for my screenhouse like I was told. My wife tried calling and had to leave a message and I got no response from the call. [redacted] had called me on May 16 and left a message I returned her call but [redacted] answered and said that [redacted] had an emergency; I explained the situation and he was aware of it. [redacted] told me that there was nothing he could do for me and laughed about the situation. I reminded him that this has a three year warranty and something needed to be done. [redacted] said that the new model would be in on the 19th was expecting some in and may be able to send me a whole new screenhouse.Desired Settlement: I have still not received a new screenhouse or heard any more from the people at Gigatent. I would like to receive a new screenhouse like I was told I would receive or a check for $129 which was what I paid for the screenhouse.

Business

Response:

Dear Revdex.com team,

Firstly we would like to apologize for the inconvenience and disappointment that the customer may have had , We pride ourselves on responding to customers' concerns very quickly, so what you have experienced is inexcusable. We do have a few corresponding emails with customer regarding his replacement .

We took him for his word that the zipper is damaged , we went ahead and sent him a replacement canopy that he clams don’t fit , we once again took him for his word, the issue we are having is that we are sold out completely on this item .

Please read below :

[redacted] made it very clear to him that once the new stock becomes available he will send him not only the screen he needs but the entire item . he will not have to pay nor for the item or freight .He also told him its currently being manufactured and will take a few months till the new production arrives . [redacted] also explained to him that we can’t offer a refund since we never took any money from him in the first place . we are the distributor and the service department only . We also explained to him that this product can’t be left set up for months and months being exposed to different climates and weather situations . this product is a screen house meant to be used in spring summer as needed . Again we are here to help him but currently don’t have what he needs available , we also extend an offer for him to choose another item from our collection should this make him happy .

We would like to extend our apologies for the inconvenience caused and assure you that we have taken the necessary steps to remedy the situations.

Should you want to discuss this in person please call our supervisor Mr. [redacted] he is aware of every step that took place .

Our goal is to provide the utmost customer satisfaction.

Have a great rest of your day!

Warmest Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

[redacted] We will see what happens in two months that will be almost a whole year they have put me off about a simple zipper, I am trusting that they send one & I sure don't want anything else from them & they will never here from me again no matter what happens to the new one!!!!!