Sunjoyonline.com

On April 17th 2020, I ordered a replacement canopy for my Sunjoy gazebo at the California division and spoke with a person who placed the order. This is the second replacement in the past 2 years. Every time I tried calling the Canadian warehouse, there was never a person answering the phone.

FedEx delivered the canopy to my house 3 days later and noticed the canopy was not the correct one, Sunjoy mailed the wrong canopy. The next day I called Customer Service at 1-*** and they confirmed that it was definitely the wrong canopy that was sent to me. The Customer Service Representative asked me to take pictures of the label of what I received; the shipping label and the contents of the box so I did immediately.

He said he opened a Sunjoy customer case number to get that returned and to get the one I needed sent out to me. He said it will take 24 hours for the email department to get this authorized and to watch out for the email from them in my email inbox.

On April 23rd, 2020, I called back as there had been no further emails or contacts. I wanted to check on the status of my gazebo canopy. When I finally got to speak with someone, I was informed that my email had arrived but the attachment was too big and not there. So I took a picture and emailed it immediately, if the box. I was told on the phone they had got the email. I was again told it would take 48 hours to get approval. I don’t know why there needs to be an approval when this is clearly their mistake & I asked why they didn’t call me to let me know the attachment was too big and to resend it?

On April 25th, 2020 I called again and was told the correct canopy should ship on Monday April 27th, 2020 and a return label will be emailed to me for the return of the wrong product.

On April 28th, 2020 I called to confirm that my replacement had been shipped yesterday, and I was told nothing had been done. I was infuriated, as I had paid for this replacement, and nothing was getting fixed.

I asked to speak to a manager to escalate the issue. I was told they could only email that request as none were in their work area. I was told I would get a call back in a few hours. I told the CSR that I would now like some financial compensation for this whole mess on their part.

On April 30th, 2020 I called back because I have not heard from a Manager and explained the entire story again the customer service representative at Sunjoy said nothing still has not been done, it needs to be authorized.

When I asked for a Manager, she said she will get them right away. I was surprised a Manager was in their office this time when before I was told they do not reside there. Then the CSR came back on the phone to say her Manager is out of the office and will call you back. I asked for assurance that everything will be taken care of and she could not do that for me. She said the Manager will call me back.

Please note every time & every date I called, there was always a wait period to get through and every time the phone kicks you out after 10 minutes on hold. This is extremely time-consuming and I am sure it’s costing the company a lot of money as well with all these phone calls and time spent on the phone.

May 1st, 2020 - As of the time of writing this, I have heard nothing back from anyone at Sunjoy. I still have no canopy, and no email for a return label and Sunjoy still has all of my money.

I am trying to get their mistake fixed. I have never experienced such terrible customer service or such a horrible customer experience.

I ORDERED A PART ON APRIL 7,2020, AND ON APRIL 15,2020 GOT PART SENT TO ME. (WRONG PART). I ORDERED A L-GZ815PST-V GAZEBO MOSQUITO NETTING WHICH COST $54.00. THEY SENT ME A L-GZ815PST-X THAT COST $77.00. NEVER ORDERED THAT. BEEN ON PHONE AND CHAT WITH THEM EVERYDAY SINCE I RECEIVED ITEM THAT WAS WRONG. I NEED HELP TRYING TO GET THE RIGHT PART SENT TO ME. MUST HAVE SPOKEN TO AT LEAST A DOZEN PEOPLE AND TRY TO GET THIS RESOLVED. (NOTHING) FROM TODAY DATE 04/24/2020

I purchased a Sunjoy gazebo in the fall of 2019. We had an early freak snowstorm and it damaged the gazebo. I tried to file a claim and was told it was not covered. I understood and said I wanted to purchase the replacement parts. I have called since December 3 times and every time I am told they are out of stock on the parts and will get back to me. Today 04/07/2020 I went online and tried again and was told the same thing. It is very frustrating that I can't even buy the spare parts when I just purchased the gazebo within the last 6 months. I do not know how to get help resolving this.

Ten months ago I purchased a pergola from a big box store , at no time was I told that the warranty would be void if not purchased from one of the approved suppliers which Sunjoy group notified me of after supplying them with a photo of the receipt, something you only are told when their is a problem.

The pergola has the wrong parts and could not be assembled instead of a left bar and a right bar their were two left bars, a very common problem when reading many of the reviews , frustrated with the lack of customer service , almost impossible to get through on the lines and when you do they disconnect you . I had a part made at my own expense , one week operational when three of the pullies rhAt slips the canopy on the pergola snapped in half ? Emailed the company numerous times always getting a standard reply relating to sending them information for warranty , I explained back and forth for weeks that I no longer care about the warranty that didn’t apply I I want to buy the pullies ,

The eventual response month after month after month that the pullies were not in stock to keep checking back , almost a year later and multiple emails I was told in writing that I have to understand that the parts are manufactured overseas and it is a very detailed procedure to get the parts , I feel that this is not my problem the U.S company
Decided to use call centres and manufacturers overseas .
After a year of back and forth they sent me a copy of a purchase order for the pullies saying they are still not available but been ordered , to add salt to injury the part number wAs incorrect and the price was three much higher than the price quoted .

The part number I require for my Petgola is part number (R) *** and I would like 20 of them since they break quite easy .
It is going on a year , their are hundreds of reviews and complaints that are all along the same lines , I would like to use my pergola !!!!!

Hi,I reached out to [redacted] , and advised I will send her out the missing partsI do apologies for the inconvenience, and will ship the items out to her right away Thank you,*** Customer Service Manager

We purchased a Berkley Jensen Pergola with canopy item number 177510. It was purchased at BJs Wholesale on 4/20/2019. Over the last few months the pergola has started to rust servery from the inside out. The rust has not only ruined the pergola frame and canopy but has stained my patio cushions, decking and house siding. We have contacted the company three times, sent them photos twice and all necessary documentation of purchase. My wife has been told three times they are forwarding the information to their warranty team which has never responded back to us. Given the cost of the Pergola we expected to get a few years use of it at a minimum, not a few months, which has left us with other incurred costs of replacement cushions and re staining of our deck.

Final Consumer Response / [redacted] (2000, 8, 2016/08/10) */ Yes I have heard from themGazebo cover has finally been shipped

We have corresponded with Ms [redacted] and are awaiting her return of the canopy setOnce received we will be refunding her the full amount of $ Please update your records accordingly

I am rejecting this response because: WE are just in the middle of getting in touch and trying to resolve this issueI would like the case to remain open for more time so that we can see if this gets resolved in an amicable manner [redacted] and I are in touch as of 6/27/I thank the Revdex.com for helping me finally get in touch with someone that will hopefully help and resolve this issue Attached is the link to all the photos that I have shared with her, photos that are from the beginning of this issue (not necessarily in that order) Yvette

Final Consumer Response / [redacted] (2000, 9, 2016/07/19) */ The company has finally fowarded my product after month of several phone calls and emailsThis company has poor customer careHowever I thank you for attempting to address my concernsAt this time, I would like to close my case

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12914747, and find that this resolution is satisfactory to me --ONLY IF THEIR COMMENT ABOUT REPLACING THE PARTS IS GOING TO BE FREE OF CHARGE TO ME --AS FAR AS BIG LOTS WEBSITE FOR THE DESCRIPTION OF THE GAZEBOIT WAS LISTED AS A PERMENANT GAZEBO BUT APPARENTLY THAT HAS CONVENIENTLY BEEN REMOVED AND NO LONGER SAY THATHOWEVER, AS YOU CAN SEE BY THE ATTACHED DESCRIPTION OF THE PINEHURSE GAZEBO, THAT I SMARTLY PRINTED OUT JUST IN CASE THEY MADE A CHANGEI WAS ON THERE, I HIGHLIGHTED IT FOR YOU TO REFERENCE, AS WELL AS THE ONLY SPECIFICATION TO REMOVE THE CANOPY (DURING PERIODS OF STRONG WINDS)IF THIS IS NOT PROOF ENOUGH, I HAVE ANOHTER PAGE I PRINTED FROM BIG LOTS WEBSITE THAT SHOWS THE EXACT DESCRIPTION WITH MANY GAZEBOS LISTED AS "PERMANENT GAZEBOS" SUNJOY DOES HAVE A COPY OF IT, BUT THEY SEEM TO HAVE FORGOTTEN TO MENTION THAT IN THEIR RESPONSE TO YOU JUST TO REINTERATE, I WILL ACCEPT THIS RESPONSE IF THEY ARE REPLACING MY PART FREE OF CHARGE, IF THEY ARE NOT THEN I AM NOT ACCEPTING THEIR RESPONSE & THEY NEED TO REFER TO BIG LOTS WEBSITE PRIOR TO HAVING IT UPDATED TO REMOVE ANY EVIDENCE OF STATING IT IS A "PERMANENT GAZEBO" & TO HONOR THEIR DESCRIPTION AS STATED THANK YOU, [redacted] ***

Horrible customer service. I contacted this company for a replacement item that was still under the one year warranty. I was told I would get a response in 1-2 days. I waited 2 weeks and called back to get an update. I was told when they hear when replacement part would be available then they would contact me. 3 months later, I again made contact with company. I was told item would need to be ordered for replacement part and it would be 4 weeks or more before item would come in from overseas. I requested a full refund at the beginning of September. They have ignored me thus far. I am stuck with a product that is defective. If I could give this company a 0 that would still be too generous.

Bought a gazebo and when we got it home and opened it found the small and large canooy missing along with 2 long mosquito pipes . Contacted the company by phone and e-mailed them a letter with a copy of the sales receipt as they requested. Not hearing from them contacted them again and again they requested a copy of the receipt because they did not receive all the information on it. Mailed them another letter with a copy of the receipt and have not had any response from them. Bought the gazebo the 27th of July and contacted them the first time a few weeks after I opened the box .

I purchased an "Oversized Zero Gravity Chair - Black" from Amazon.com and it was fulfilled b Sunjoy. I missed the return window by a day or so as I didn't have time to deal with the issue based on my current workload. I followed the advice received from Amazon and contacted the company on 8/30/19. I received a response on 9/2/19 requesting the same information already provided. I replied providing the information once again. I received no response, so I once again sent the e-mail. I then sent 2 additional e-mails, the last stating I would proceed with a Revdex.com claim in hopes I can get some resolution.

Horrible customer service on line and phone no solution so far. The below is my email to them
I would like start off with how upset I am with SUNJOY period. For the past 5 months I have been trying to place in order for my Gazebo with no success. It is now September summer is over here I am last attempt and I get NOTHING. Numerous times I have chatted live with( JHAN ) with AGAIN no success wasting my time to get no where. So that he can tell me every time I apologize the parts are not available. I have called several times with AGAIN no success I just spoke to Jazilin ext 3006 from California. Who told me parts are not available but when I go on your website they seem to be available. AGAIN she now tells me I apologize these parts are not available. Your website itself is confusing makes it very hard to order any parts.I asked Jazlin I would like to speak to a manager , Whattt this is ridiculous anytime a customer (me) asks to speak to manager should be able to speak to one. Her answer was a manager will tell you the same thing I am telling you.I worked in customer service many years we are there to please our customers in this case (me).I would like for a manager to get back to me and solve my problem and frustration with SUNJOY!!!ORDER # ........ and #............Last attempt

I am assembling a desk that I purchased from Staples. I called the help line for assistance. They tell me someone will call me within 24 hours to help me solve my problem. This is absolutely insane. I have to now wait hours to get a call back and I can't move on to anything else since I am stuck on building this furniture.

I purchased a Sunjoy Gazebo In april 2019 as it was on sale,brought it home in two boxes and out it in the garage as it was winter outside.On june 1st I started to build the gazebo with the help from my neighbor when we noticed 3 damaged pieces in the box.I called Sunjoy to get replacement parts and was told that the Gazebo was out of warranty and the parts were discontinued.This gazebo was not even a year old and no parts what?? Not only could I not get parts under warranty I could not even buy replacement parts that came damaged in the shipping box.I contacted Sunjoy and they said they would try to refund my money.After 2 months of the run around no refund and no replacement parts.
Gazebo purchased at Rona on
Home & Garden RONA / Nepean
***
Color is brown
Gazebo was purchased new from store new in two boxes
When assembling Gazebo we noticed damaged bent parts which I took pictures of
I have taken photos of the Gazebo receipt
Parts required are
1 front beam part# B1 qty 1
1 front beam part# B2 qty1
1 beam junctionpart# H1 qty 1
Uberhaus Gazebo Article #*** / Model #L-*** I was told no replacement parts are available ever
I wish to have my money refunded
*** Do not purchase from this company as they do not care about customer service

Purchased a sunjoy gazebo from Biglots. Product came with an incorrect part. Contacted sunjoyonline multiple times and sent emails. Given a runaround. Wrong email addresses, part not available, etc. Unable to receive parts. Stuck with a $400 gazebo that cannot be erected. After further investigation we discovered that sunjoyonline has an F rating from the Revdex.com.

I bought a 11 x 11 pop up canopy beige, from biglot store, I seen it in there flyer., none of the local store had it , so I traved 1/1/2 to a biglot that had one, bought it, brand it home, assemble it and seen the canopy was riped, took pictures, went online to there site for a replacement , long store short, they don't have a replacement canopy for the pop up, they want me to run this all the way back to this store to try to return it, at my own expense, My question is why are they still selling the product if they have no replacement parts for it!

Product was purchased and box seemed not to be opened when purchased. It was missing a single part which could not be substituted. I went through the process as describe in the documentation. "If product is past the return date to reach out to the vendor" process Quote #***. The Vendor seems to refuse to send the part and I am currently watching this product rust in my driveway over a $7 part. I am not sure what I can do other than make sure I let people know the experiences and quality of this product.