Sunjoyonline.com

Bought a sunjoy Gazebo at lowes and the product advertised as fade resistant. The product didnt last 6 months after turning bleach white from a dark brown. I called to have it replaced and Lowes advised me to work with Sunjoy. I have tried working with Sunjoy and contacted their warranty department and provided all items requested from them. They have not responded to me in over a month. I send emails requesting a status update and they respond with a generic email saying "We are still investigating your Claim". They follow by trying to get me to buy a replacement canopy, even though its under warranty, for $125 dollars.

I purchased this canopy with great joy. I love the canopy and have enjoyed it until the fabric started to fall apart. I called to order a new canopy and was told it was under warranty to my surprise. I sent them all of the information that they required including the receipt for purchase. My order was confirmed for replacement on April the 20th. Since this I have had many, many contacts with Sunjoy with never a resolution. I get the same responses. I will email our warehouse and it takes 24 to 48 hours for them to respond. This has been the answer for 2 months. I have had every person wit their customer service tell me the same thing. We have escalated this to our supervisors which has resulted in nothing. My call today resulted in we have no answers and I will have *** return your call. This is the person that I have been waiting on for a week to call me back. I asked the person today for a supervisor and after 7 minutes on hold he came back to the phone and said they will not answer the phone. I asked if I could just speak with the refund department and he told me that they are not taking calls. A refund was not what I wanted as I explained to EDlain as the email reads. I just wanted the canopy that I enjoy. However after 2 and a half month and listening to them tell me that they cant contact their warehouse, and that they had moved warehouse a month ago I am not sure if that is not the best answer. Seems they don't know if they have warehouse stock and cant get an answer and the refund department does'nt takes call and the management want answer call from their own customer service I am not sure what to do. I would like come kind of contact from someone that knows what to do and that can resolve the issue. Either a new canopy or a refund so I can go get my own since they dont know if they have one.

I purchased a canopy replacement through Sunjoy and I have been tracking my package when I saw that shipment changed to PENDING. It was scheduled to be delivered June 25, 2019. I called Fedex and they told me that they finally tracked the package and saw that the package had two labels: one for me and another for someone in Massachusetts. FedEx refused to call Sunjoy, even knowing they have delivered the package, albeit to the wrong person. I called FedEx again and was told they
need Sunjoy call them to resolve this issue per their policy. I told them I have called Sunjoy and received email from their customer service and they are using the Fedex tracking number to "resolve" the delivery issue, stating that according to FedEx, the package is still in transit. What I have repeatedly told Sunjoy (and FedEx) is that my package will ALWAYS be Pending in Transit because the package has been delivered to another customer, so it has stopped moving!

I have made multiple calls to both FedEx and Sunjoy. My request to FedEx was to call Sun Joy and let them know the package indeed was delivered to another customer, so the package is no longer "in transit" somewhere. I would like Sun Joy to also call FedEx as well. They need to communicate. I'd like for this to be resolved.

I made a purchase of the Oakmont Gazebo from a 3rd party retailer (Big Lots). This product was supposed to include a 60 Day Parts Warranty. (Listed on their website). When I opened the box at home, I noticed that two of the side pieces were bent (one also broken) making the structure unable to be built. I called the next day to order the replacement parts. I sent in all of the required information (pictures of damage, receipt, etc) to B as instructed. This was done on June 5 (D.O.P was June 3). I have been waiting for about a month now with no resolution. I attempted to call today and was told I would need to do all of this again. It is my fear that they will string this along to the point where getting replacement parts is not covered by the warranty. I was told I could also bring the item back in, however, I am on disability and I am unable to package the item back up and bring it back by myself. Doing so would require my sons to take time off work and take care of it for me.

I know that being the product was sold by a third party may limit the scope of responsibility for the manufacturer. However, they service address to e-mail is ***m which would indicate they handle the service issues for this product.

I purchased a replacement awning for a gazebo through Sunjoy online. Their website promotes a
"60 day no hassle return policy". Upon receipt of the item I realize it did not match my gazebo and immediately returned it. I received a delivery confirmation. The item was received by Sunjoy . This was in mid-May. I have since called three times, tried their chat function countless times, and emailed multiple times. Each time I either:
- receive no response whatsoever;
- speak to someone who tells me the refund is being reviewed is being processed; or
- they will follow up

During my last call, the customer service agent clearly tried to help but ultimately was unable to escalate my call to anyone, provide me a suitable email address for someone to contact, and unable to confirm when I might hear back.

It is completely unreasonable to wait almost two months for a refund. The total is not insignificant to me ($131.06 USD).

I returned a canopy for a gazebo that was ruined during our winter storm. Canopy was still in original box and wrapping (never opened). Returned to company which they received on 4.10.19. I have called them 6 times and they always say the same thing that the warehouse has processed it but the refund dept. is still updating it and that it will take 7-21 days. I have waited almost 3 months for them to process and refund the amount of $101.65. I do not see any reason that they cannot do what they say. Thank you very much for whatever help you can provide.

I purchased this gazebo for my grandmother so that she can sit outside and enjoy the weather. We live in Chicago and for the winter the gazebo caved in and clasped. No one was in the gazebo at the time. Sunjoy advertised this gazebo as durable, sturdy, safe and steel construction that will stand up for years to come. I reached out to make a complaint about what happen and no one was willing to help me. I feel as a consumer you have to stand behind your product and Sunjoy didnt do that.

Torn canopy on my tent I purchased. I have tried relentlessly with customer service to claim my warranty to have the defective item replaced. They have told me 1-2 business days, yet it has been over 1 week. Today they said they still have not had a response regarding replacement warranty.

I purchased a Sunjoy Cardiff 12 ft. x 10 ft. steel fabric gazebo on April 4th from HomeDepo.com. It took about 2 weeks for it to be delivered. Once assembled we noticed that one of the zippers wouldn’t close correctly. I began contacting Sunjoy on May 7th and was told I would receive a new mosquito netting. I have contacted them 4 times since attempting – experiencing vary long wait times to have them ship me a new mosquito. However, I am told there are several orders ahead of mine and that I’ll be contacted once it ships. After a month, I’m concerned that my replacement screen will never ship.

Bought a gazebo with a damaged part and a missing part. Contacted them on May 8. A process was started to review my claim. They issued a reference number. The reference number is ***. I contacted them again on May 18 to find out about my claim. They had no answer. I contacted them on May 22 and again on May 24. We were finally told that our claim was approved. They said it was sent to their warehouse for delivery. They said they were waiting for feedback from the warehouse. Each time they were contacted we were told we would hear from them. I finally contacted them again on June 3. Again was told it was as approved and was sent to their warehouse for delivery. This has gone on long enough. We should have received the parts already.

I ordered a canopy replacement for my gazebo in March from company. I paid 94.83, I received a canopy early April. Easter Sunday I had my son install it, it would not fit my gazebo (to small) and did not have the correct fasteners to attach to my frame. Called company had t fight with them for over a week to get a return label to return item. Finally got it, mailed incorrect canopy back and company has confirmed receipt of returned item. To date I have not received the correct canopy or a refund. Every time I call I am told it will be escalated and to wait 7 to 10 more days as they are busy with other orders/returns. No one has followed up with me, they refuse to allow me to speak to a supervisor or manager and just keep telling me to wait.

In the past we have ordered three other gazebo canopies from this company, no issues. However, the fourth it did not fit, it was too small for the gazebo frame. Over the last month we have tried to rectify this issue. After many phone calls, emails and online chats this issue has not been resolved. We were told to send pictures, pictures were sent, we were told to measure the item, we measured the item. Last week I was assured that a request for a return label was submitted and I would receive it in a couple of days. As with everything else with this company what they say will happen and what actually happens are two different things. The total lack of customer service from this company is astounding ! I assure you, this will be the last time we deal with this company. I will endure the expense of a new gazebo in order never to have to deal with this company ever again. As I type, I was on hold twice with their customer service line, after being on hold for over 15 minutes it hangs up on you.

on April the 5th 2019, ordered a top for a Gazebo, and paid the same day with my Credit Card. On the 18th of April 2019 I returned the item to the address that was given to me via phone call two days previous. The item was returned and received by the warehouse on April 24th of 2019. This was confirmed by a phone call from me to the Sunjoy office in CA on 17th May 2019, and was told that the return would be handled in a day or two. On may 23rd called to see about the return of my monies and was placed on hold, till the phone hung up. Called back immediately and was placed on hold for 15 minutes in which I hung the phone up. Any assistance in this matter would be greatly appreciated.

I bought a sunjoy canopy from Lowes, in less then 9 months the gazebo top rusted out and collapsed, breaking the entire top. I reached out to the company, and after sending them the pictures and the receipt they requested, they agreed to warranty it. Then I found out a week later they didn't have all the parts in stock, so they requested for me to get a refund. I was told I would hear back from them in 1-2 days, never did. I called back and was told they would reach out to the refund team and call me back later that day. Yet again, nothing. This happened 2 more times, including being promised a supervisor would call me back. Yup, STILL nothing. Over 2 and a half weeks I've been dealing with this, being told false information, and now I still have no gazebo and no refund. I was lied to and was promised things MULTIPLE times, with STILL no answers just being let down. Not to mention many calls wasting my time, and the high amount of unnecessary stress this has caused me. .This is an unacceptable way to treat customers and completely unfair to me!

March 26, 2019, I ordered Sunjoy 10' x 12' Lima Straight Top Gazebo (order G-SHP-4 *** )through Google Express. Item to be purchased through Wayfair and manufacture is Sunjoy.
May 4, 2019, Proceeded to put Gazebo up finding 2 parts, Item Number *** Short Middle Beam were bent.
May 4, 2019, I contacted Google Express, who had me contact Wayfiar, who had me contact Sunjoy. Sunjoy agreed to send me the 2 replacement parts, order ***.
May 10, 2019, I emailed Sunjoy requesting an update on when I could expect the 2 replacement parts as the Gazebo is only partially put together pending receipt of the 2 replacement parts.
May 12.2019, I received an email response from Sunjoy indicating the order *** for 2 replacement parts is pending Warranty Team approval.
May 14, 2019, I emailed Sunjoy requesting if parts have not yet been mailed, who could I speak to or call to resolve issue.
May 15, 2019, I called Sunjoy around 10:15 AM C.S.T. and spoke to Faith who explained items are out of stock. Faith could only email where the 2 parts would be coming from (either China or California). Request a copy of the email Faith sent, but told she could not share the email with me. Request to know when I could expect the beams, but informed only information I would receive from Sunjoy is an email in the week or so letting me know if the parts were in stock or not. Request contact information of someone I could call to resolve the issue, that someone at Sunjoy should be able to tell me when I could expect the 2 parts to be mailed. I request to speak to a supervisor or I would need to file a complaint. Put on hold for 15 minutes waiting for supervisor to answer call, but no answer so I hung up. I have no idea if the supervisor was going to respond and if so, when that would be.

I purchased a canopy from them about 6 weeks ago. The product arrived at my house and I opened it and it was of poor quality. The material was defective, I also sent them pictures of the defects. If that wasn't enough it didn't fit the frame. I called their service department up and they suggested that I wet the canopy then try to install it. We didn't do that I told them that I wanted a refund and I'll return the product. It took about eight tries for them to get me the shipping label. I received notification that they received the canopy. I called their service department and I was told that they have a team of people that need to review the product and the issue. That was about 6 weeks ago. When I call the service department they tell me it's not been resolved yet. When I ask to speak with a manager, there is never a manager available to speak with me. When I go on their website they advertise that the products are of good quality and if a product needs to be returned it would happen in a timely manner. As of today May 15th, 2019 They haven't resolved my issue. I wouldn't recommend anyone to purchase anything from this company. The person I spoke with the last time I called was ***. The purchase was at the beginning of April 2019.

For Mothers Day 2018 my children and myself order my wife an outdoor pizza oven. It is still under its 12 month warranty. However We pulled it out for the first time this year on Thursday April 18th, 2019 only to find the winter cover had deteriorated, and several areas inside the dome are cracking and falling out. We have contacted the company for replacement parts, only to be told it’s discontinued and they cannot replace the item or any parts. Upon requesting a refund they only want to offer us 50% of the what we paid for it back. We paid over $1,500.00. They feel this is a fair deal and we cannot replace it for that. We have sent all documents, pictures, and the original purchase order as they requested.

I ordered a large replacement canopy but received but netting instead. After several emails and phone calls I am getting no were. I simply ask for replacement for the correct product.

I purchased a hard top gazebo from Sunjoy in the amount of $1,859.00. The gazebo did not last a year before the screws on the roof came apart. I contacted Sunjoy (within the warranty period) to get replacement parts. I was sent an invoice of the order but never received parts. I called back and was told they didn't have the parts but would send me a check for $189. I have been in contact with them for over a month letting them know that I do not feel like $189 is sufficient due to the fact that I can't use a $1,800.00 hard top gazebo with no hard top. I also paid more than that in labor to put the thing together and have it affixed to my patio. No one will put me in touch with a supervisor or manager even though I have asked repeatedly to speak with one.

I purchased a replacement Gazebo Canopy from this company. One week after using the Canopy, the material failed causing my gazebo to cave in. The original cover which came with the Gazebo lasted 5 years with no issues. It withstood numerous snow storms, wind and rain storms, even a hurricane. I've notices numerous complaints about the product, but unfortunately, I did not see the reviews until after I install the product. I am seeking the full cost of the Gazebo cover which is $121.24 and the cost of my Gazebo which was $499.99