Sunjoyonline.com

BEWARE!!! DO NOT PURCHASE A SUNJOY ITEM!!! BAD CUSTOMER SERVICE AND DELAY IN RESPONDING! I purchased a 3 seat swing and both support bars were missing and the foot support bar was bent. I sent photographs and sent everything they asked me for then they come back after 3 weeks of my initial contact and email, that I have to purchase the items despite being under warranty. I told them that's fine I will purchase after almost a month later waiting for their response regarding the warranty. My first time ever purchasing a Sunjoy item and will be my last. I am hoping they don't take a long time to get the invoice for the parts. Sunjoy SUCKS!!!!!

I ordered a replacement canopy for my gazebo !! I received an invoice, which I printed , and was told I will be contacted when item shipped !! Never contacted me so I followed up and contacted them !! They said they don’t replace canopies and would close my invoice now unless it was a warranty item !! Now I already had an invoice !! I was just trying to replace a canopy that got shredded during tropical storm.this is second time I reached out to them !!!

I purchased a popup sun shelter in April 2020. Opened the box in May 2020 and found that the frame was bent. Also, the rope for the stakes were not in the box. The box was not damaged. I took pictures of the bent frame and the box and emailed it to 4 different places, only to be undeliverable. I tried calling many times but was immediately put into voicemail. I tried faxing twice but it was undeliverable. All I want is a frame and ropes for the stakes. I am truly upset to have purchased a tent and not have any guarantees for a replacement on their damaged goods.

Bought a Gazebo in May 2020. After putting it up, about a week later a tear was noticed in the canopy where the stitching had been done poorly and this left a gap in the seam between the two major sections of the canopy top, which can allow rain to now enter. I sent photos to Sunjoy several weeks ago along with multiple emails and a phone call leaving a message to call me (since they never seem to answer their phone after multiple attempts). To date, July 2nd 2020, there has not been any response to my email warranty request, nor return of phone call.

We purchased a popup canopy from them and when we went to put it together it was missing the netting. I contacted the company a month ago and again 6-21-20 and still have not received it. Just getting the run around. Not a very reputable company.

I'm trying to return a incorrect replacement canopy. When I used chat the person said I need to contact the refund and return group. Sent five emails all came back undelivered. I call six times never get a person. After 32 minute hold goes to voice mail. Left two voice mails never received a return call. When I place the order said in stock. I paid for overnight and it took five days.

The worst company I have ever dealt with. Spent 2k on gazebo, did not receive any order update, tracking number, etc. It is impossible to reach anyone at this company to get a refund and cancel the order. I have no idea if this gazebo is in fact coming to me or not. At this point I’m extremely frustrated and feel as if I had 2k stolen from me, and if the product Even does come and comes defective I know I have 0% chance of getting a warranty. DO NOT BUY FROM THIS PLACE.

I received an item, Newbury Kitchen Cart Item No *** through Amazon and it had a damaged part. I have been unable to contact Sunjoy through numerous emails, telephone calls at their toll free number and voice mails. I have become frustrated in dealing with this issue, so I am filing a complaint.

I purchased a fire pit from them back in April. When it was delivered, the package was fine, but upon opening the box, the faux stone ring was broken in several spots. After numerous calls and emails, with all documentation sent and approved, I’m still awaiting my new part for the fire pit. This was a 50th birthday gift for my husband , and we’ve yet been unable to enjoy his gift.

I'm wondering if this company is out of business, Sunjoy is not returning any phone call messages, nor are they picking up their phone calls, nor replying to emails. I've been trying to contact them for over 10 days now. No luck!! In regard to getting a mosquito net delivered that is a warranty issue, case # ***.

I submitted complaint # *** on May 4 and Sunjoy responded that they would send me the broken part and keep me updated. The Revdex.com closed the case but noted that I was to contact the Revdex.com if the part was not sent. As of today I have not heard from Sunjoy and I have not received the part.

I ordered a gazebo from this company in April 2020. They sent it without 2 main parts. I’ve been contacting them since 5/5/2020. I have a half put together gazebo with no top. I’ve been disconnect and told over and over that they would see if they could replace it. REPLACE??? I didn’t receive the product I ordered.... I am so disappointed. The customer service has been terrible. If I do ever receive this part, I’ll be taking it down for winter. I certainly wouldn’t recommend this company to anyone. I sent all the proper paperwork and receipt. How does a company get away with this?

I purchased the Verado 10 ft. x 12 ft. Brown Gazebo with Mosquito Netting and Private Curtain on May 29, 2019. The price, including tax came to $490.32. We were able to put the gazebo up and use it for the remaining summer. We took it down in the fall and stored it in our shed in the backyard. We put it back up in early spring, and one day when we woke up, it had fallen over. Not just fallen, it literally looked like it had crumpled down on itself. Knowing that the product was under warranty, I contacted the company in late March. I was asked to send pictures and a description of the problem. After I was able to take pictures on May 5, 2020, I filed the complaint. I was told it would take 1 - 2 business days for someone to respond. After a week, I contacted the company again. Their online chat help is a joke. They had no information and told me the warranty department was still looking into the matter. Another week went by, and I was told the same thing. On the third week, I contacted the online chat session, again, to ask about the warranty matter. I was told they sent an email on May 23, which I never received, denying my claim. He shared with me a portion of the warranty claim, stating "damages due to acts of nature are not covered. In times of severe weather conditions such as snow, heavy rains, and the like, taking it down is a MUST, same with misuse/abuse, vandalism, and improper assembly". The product did NOT fall over due to severe weather. It fell over because it was unstable and flimsy. In heavy weather, the umbrella to my table flies away. And at that time, it was still firmly planted. The only thing that had moved and been damaged, by no fault of our own, was this Gazebo. It is noted all over the comment section on Home Depot that this particular product is very unstable and moves at the slightest breeze. On each comment, the Sunjoy company responds, telling customers to contact them. But contacting them obviously isn't helpful. The company flat out lies.

I ordered a canopy through biglots on April 10, 2020. Received the canopy, while getting the canopy out and putting it up we noticed one of the poles on the frame is bent and it does not stand up completely straight due to this. I have sent numerous emails, have tried calling customer service numerous times and always have to leave a voicemail and never get any calls or emails back. Someone answered one time and while giving them my address we were disconnected. Spoke with someone on the chat on there website and was finally told I would get a response in 1-2 days regarding if they would send me a new one after they reviewed the pictures I had sent in. It has been a week and I have gotten no emails or no response regarding my warranty claim about getting a new canopy frame. I am getting fed up as it should not be this hard to get a claim taken care of, I haven’t even had the canopy a full month.

I bought a gazebo from Loews last year, had it for only a week and the roof caved in.I get that things can break but one would think that for almost $1000 I would have at least got a couple of years out of this? I tried to work with Lowes for replacement but they directed me to the Sunjoy for support. I was able to find the parts I needed to replace on the website and placed the order. It has been nearly a month and my order still shows pending online. I have sent 3 different emails to the company requesting an update and have received no response. I have also tried calling the company several times and never get through to anyone, just sit on hold for 20 minutes before the prompt me to leave a message which they never return. I'm starting to wonder if they are even in business anymore? Anyway, do yourself a favor and don't do business with this sham of a company!

Tried via phone, phone messages, email, live chat to get replacement parts for my shadow Creek gazebo, purchased a year ago. When I finally got through I got a quote number of*. First of all it's incessantly long time to get through to anyone, no matter what time you contact them. Despite having a quote, they have no idea when parts iter the canopy will be available. I've waited over a week for them to "check stock." I've called and emailed each day with no luck. Now today I've spent 72 minutes as of the time I'm typing this, asking for a supervisor, asking for a new gazebo to be sent if replacement parts are not available. The representative is telling me "it might be the rest of the day before a supervisor is available. " 1. What kind of customer support doesn't have ANY supervisor available for a whole entire business day? And 2. If supervisors are that busy with problems, what does that say about the product they are selling? I live in Pennsylvania where we're get maybe 2 months if the year where the weather is comfortable enough to use this gazebo. That time is now. I need either the replacement parts, or a new canopy to me by the end of the week. I used this gazebo for 3 months last year. Pt it up about 2 week's ago and it broke. I paid 700 for it. That's too much money to be going through this aggravation.

Purchased a SunJoy 10x 12 gazebo at my local BJs wholesale store for 400.00 on 4/29/20 There a missing parts. Big roof connector and 2 oblique beams. I can not return it to BJs due to Covid -19 restrictions on returns. I contacted SunJoy online to order the missing parts on May 6. 2020. Sent in all required information,, the receipt nd photos of missing parts.REF # ***. I have contacted customer service numerous times as to the status and each and every time I get a diffrent reason for not receiving my missing parts. Never the same story twice and never any assistance.

Warranty Claim - *** The representative I have communicated with:
*** Customer Service Representative
Tel. No.: *** E-mail : [email protected]
https://www.sunjoygroup.com/

Timeline of events:
I ordered this Sunjoy Gazebo through Walmart on 4/4/20.
The package was received 1 week after the scheduled delivery date due to Fed-Ex losing track of the item.
Package was received with one end completely ripped open - to the point that (I am assuming) Fed-Ex attempted to tape it back together.
Over 20 necessary pieces were missing; I contacted Sunjoy immediately once an instructions inventory asessment was completed for what was received, and what was missing. This phone conversation to the manufacturer took place on either 4/17/20 or 4/18/20. I was encouraged to contact the 3rd party vendor (Walmart) because the representative could not find the missing parts in THEIR system. HOW???? I have NO CLUE. This is what I was told. I was also advised I would have to use the warranty for replacements even though the package was RECEIVED already missing these parts.
I then contacted Walmart who advised that it would have to be rectified through you company. By now it is the week of 04/19/20.
STILL NO MISSING PARTS RECEIVED. NO EMAIL SENT ON STATUS OF THE ABOVE MENTIONED CLAIM.
Phone calls were placed AGAIN to Sunjoy where a young man assured me this was being worked on and that resolution would happen in a "few days".
STILL NO MISSING PARTS RECEIVED. NO EMAIL SENT ON STATUS OF THE ABOVE MENTIONED CLAIM.
The final verbal conversation took place on 04/30/20. *** sent me an email with the claim number (mentioned above) as receipt that the issue would be resolved immediately.
Today is 05/09/20. STILL NO PARTS RECEIVED. NO EMAIL REGARDING STATUS.
Pictures of the received box was sent. Calls made to both Sunjoy and Walmart were placed initially because the package fell completely off the grid. Once it was received it was in SHAMBLES. I am presently paying a monthly payment for an item that is sitting in my kitchen floor because I cannot do anything with it. I cannot put it together - not even PARTIALLY.

I purchased Item #: 878763|Model #: L-PG152PST-B on April 15th via Lowe’s online. It was delivered on April 17th. We assembled on April 19th and when we were down to the very last screw, the female receiving end was misthreaded and the screw wouldn’t go in after 3 or 4 turns, nor would it come out. If you attempted to turn it either way, the anchor inside the female receiving end would just freespin. It was literally stuck. In order for us to finish assembly, we had to saw off the top of the screw and lay the cross piece over it as a temporary solution. I certainly was not going to disassemble the entire pergola for one screw. I immediately called Allen & Roth per the instructions that came with the pergola. They took my information down and told me they didn’t carry the part and would send my information to the manufacturer for a replacement part. On April 22nd, *** from Sunjoy emailed me asking for more information, which I IMMEDIATELY provided, including a picture of the problem. I have not hear zilch from them since them. Nothing, zero, nada. I have emailed them 5 times now and called and left a message for a call back. April 22nd to today = 16 days. This is not okay, COVID or no COVID. A simple acknowledgement would be nice and I can’t even get that! Meanwhile, I’ve spent nearly $600 for a pergola that had a faulty part and this company won’t stand behind their product. I am not asking for anything but a replacement part for the faulty piece.

The gazebo I ordered came with 2 bent frames. The packaging was not damaged and I emailed and called the company NUMEROUS times and they fail to send me new pieces which are covered under warranty! I've sent numerous pictures of the damaged pieces along with receipts and proof of purchase! This is on going for almost 2 months now and they fail to.answer me or send me my replacement. Im.sick and tired of it and want either my pieces or a full refund!!!