Sun Mart International Co

I purchased one of your 20X12 tents years ago and could not be happier with the fun we have enjoyed over the years. There was a storm this spring and the tent was damaged. I've tried all year to find a replacement canopy but they are not in stock. Can you tell if they will ever be available?

Review: I HAVE ONE OF THERE 20' X 12' DELUXE SCREEN HOUSE AND MOST OF THE ASSEMBLY PARTS ARE DAMAGE AND THEY DON'T WANT TO REPLACE THEM, THEY WANT ME TO PAY FOR THEM AGAIN. I TALK TO THIS [redacted] AND SHE SAYS THEY ARE NOT GOING TO REPLACE THE PARTSDesired Settlement: I HOPE TO GET THE PARTS THAT ASK FOR

Business

Response:

Thank you for taking our side of the story.

The customer purchased the unit on March 14, 2014 and asked for parts on August 17, 2014. We allow 30 days for our customers to report any defective or damage parts. The customer asked for free parts 5 months later. He said the parts were damaged while he opened the box (after 5 months). He asked us to replace around 50% parts free of charge. We think that it is impossible for half of the unit were damaged since we shipped a completely new unit to the customer.

Sun-Mart Int’l/Formosa Covers

Mon-Fri, 9-5, pacific standard time

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I Do not agree with the business decision, first I did not know that I only had 30 days to check the packaging and I don't think they sent a brand new product to me because it was damaged when I opened the package I did not need to used the canopy until September which is why I waited so long to open it I think the company isn't being fair they should have stated on the outside of the product to open immediately.

Review: I ordered 2, 12X15 screenhouses from this company to replace items damaged in a tornado. They are literally dissolving before my eyes, and with only three years of light use (2 years, if you consider they didn't receive my webemails for an entire year). They are in terrible condition, much worse than my original equipment from the same manufacturer that were over ten years old. I tried last year and this year to contact them using their website portal to no avail. When I finally got someone on the phone, they admitted no emails get through to them that way. This wasted a lot of time. They have admitted to me in an email that the quality of their product is poor, despite website claims to the contrary "As we always offer the best quality, best price, and the best service. We purchase directly from factories and inspect the quality of the factory and products ourselves. We also negotiate the best pricing available. No one other than us manages the process." When I asked for their mailing address and name of a company executive, I was refused. I tried to research the company on my own with no success. The reference department of my local library couldn't locate a company profile at all. They offered to sell me new 'skins' for the screenhouse at a 10% discount (as if I would want to spend more money on an inferior product). Again, I asked who I could talk to about a replacement, and so far, have not heard back.Desired Settlement: Two new screenhouses or a full refund.

Business

Response:

RE: Case ID #[redacted]To Whom It May Concern:We are very sorry that you were unable to contact us through our website. Our telephone representatives are always available Monday-Friday 9AM-5PM PST to assist you with your questions.When you first contacted us in August 2014, it was two years after your original order date in May 2012. Our warranty period covers one year from the date of purchase, therefore your claim of the damaged tents exceeded the one year warranty period.Since your damage claim fell outside the one year warranty period, we are unable to offer you replacements or a refund. We hope that you will consider our offer of 10% discount off your purchase of replacement parts including a replacement fabric canopy.Sincerely,Formosa Covers