Sunjoyonline.com

A Sunjoy canopy was purchased online in June 2018 and delivered to our residence. Upon opening the package there were multiple damaged parts to the canopy which required assembly - mainly 3 of the 4 posts. I contacted the company about sending replacement parts - they required an emailed receipt and pictures of the damaged pieces. This information was emailed to the given email address and no response was received for weeks. I called again, explain the situation and again was required to email the information. I had to call and wait on hold for an excessive amount of time several more times before replacement parts were shipped. Upon attempting to assemble the canopy we realized we were missing an entire package of nuts/bolts/washers/screws. Yet again we were unable to assemble and use the product. I again called the company and requested the hardware be sent. This again took multiple phone calls and much time spent on hold and re-explaining the situation. We did receive the parts. In another attempt to assemble the canopy we attempted to place the canopy cover on the frame and realized we were sent the wrong canopy cover - we had a 2 piece canopy cover and the type of canopy we had was for a 3 piece/tiered cover. I again called the company and this time requested a manager and was never transferred to one. I also requested a full refund of my order and this was also denied. They required photos of the incorrect sized and style canopy cover before sending the correct canopy and also mentioned the canopy was on backorder from China; after several phone calls and interactions the canopy cover arrived. In another attempt to assemble the canopy we noticed the replacement cover was the incorrect size (too small) for our canopy and one of the three layers had a tear at the seam. Again, I contacted the company and requested to speak with management as there have been multiple issues with the company and canopy itself. I was never allowed to speak with a manager and was told I again needed to send images of the incorrect and damaged pieces. I sent the images and also wrote a detailed email about the inconvenience and poor products being sent from the company and asked again for a full refund of the product that I was unable to use for an entire summer and fall season and had to be unassembled due to the winter weather. I was told they needed product numbers of the correct canopy covers and a chance to fix the problem and again was not given the opportunity to speak with management or get a refund for an unusable product.

Hi,After further review of this case unfortunately the customer's warranty was denied, per the assembly manual which list the details of the customer's warrantyA snow storm would fall under "Acts of Nature", the top of the canopy is made of cloth not suite to withstand the weight of snow and or
winds of a snow stormPlease refer to the attached manual and screen shotsAs for the site the customer purchased her unit from it could just be using a keyword "gazebo" when searching as the Pinehurst Gazebo has a canopy topI've also tried searching the site and nothing comes up under permanent gazebo, however we can replace the customer's part for her, but can not refund or provide a full unit.Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12285522, and find that this resolution is satisfactory to me.They should have refunded the amount of the sales tax as well, however

We have already responded to this complaint on another Revdex.com claim that was made on the same dayPlease forward the receipts and shipping information as well as picture of the Damaged item to [email protected] to get you out a replacement part

I purchased the Sunjoy L-BQ127PST-A Wood-Fired Pizza Oven and the tiles fall off after just 3 months. For a product to cost over $1500 the quality is less than average! I contacted Sunjoy customer support and they stated that since I did not purchase directly from them that they will not stand by their warranty. Even if it is a product that they made. There is over 8 reviews of this product and EVERY ONE of the customers including myself stated the SAME exact issue with the tile. You would think that the manufacturer would recall the oven and repair the tiles. But no... NOTHING was done. What a shame! What a sleazy company and their manufacturing of a crappy pizza oven!

Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID ***, and find that this resolution is satisfactory to me at this time.Correspondence with SunJoy representative has been made and per arrangements, I have returned the merchandise via FedEx call tag issued by SunJoy. FedEx picked up package on Friday, 11/04. I sent representative *** a text message this morning to confirm their receipt of the package and am awaiting full refund to my Visa account. I will advise you when full refund is made. Thank you,*** ***

Hi,I reached out to *** ***, 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

HI Ms ***I do apologize for the inconvenience. Ext is not to Ms *** *** as it is to one of the call center agentsI see in your complaint that you are looking for a new canopy that will fit the very top of the structure correct?May I ask what size your gazebo is? Also what
is the name of your gazebo so we can get you out the correct itemThank you*** ***

I am rejecting this response because: the item they sent for
part number (E) the Catch is wrongThe part is too bigThe part the sent has a spot for (3) screwsThe first and second attachment is a photo of a Catch I received. The last attachment is my FirePit and it requires a Catch that has (1) hole.I called today to let them know what happened and I was told the correct part had to be approved before they send it outI was given this order number: SO242880I have a 32” Slate Fire PitItem# L-FT456PST-FSKU: 41764404Thanks,***

I bought some chairs from Big Lots that were sold "as is." I was told all the parts need were in the box but there were extra parts not needed so they had to sell at a discounted price. Once getting it home to assemble I noticed there were duplicate parts and I was actually missing some other parts.
Since it was sold as is I could not return. I contacted the manufacturer (sunjoy) to get replacement parts do to the situation. They were not quick to respond and it took about two weeks to get a decent response only to be told that they will not send me the parts needed due to the product being sold at a discounted price. Now I am stuck with chairs I cant use nor return.

In April 2018 I ordered a replacement canopy from Sunjoy. The item I received was the wrong model. After several emails, they sent me the correct model. It did not fit the canopy frame. I measured it and it was uneven and could not be stretched to fit. After several emails they agreed to take it back and issue a refund. They issued FEDEX call tags for both items shipped. Both were picked up by FEDEX in July. I ordered another canopy from a different company (Garden Winds) which arrived and fit perfectly. I inquired several times via email, via online chat, and via telephone call about my refund, which I never received. In late September, they shipped back to me the original, wrong item with a warehouse note inside indicating "CUSTOMER DID NOT WANT". I then inquired via email and via telephone that they shipped this one back after they received both of them, and still did not issue me a refund. Each time time I email them, I get another response asking me to confirm the items were picked up, and asking for the same information over and over and over. At this point, both items were sent back via FEDEX, the wrong item sent BACK to me again, it sits on my deck waiting for FEDEX, and I still do not have my $142 refund.

On 4/30/18, I purchased a hard top gazebo that cost $1,059.99 from BJ's in Chambersburg, PA which is a Sunjoy product. Product name is L-***-A and the SKU is 79587. I received a customer registration form with this item that said "Enjoy 10% off of your next purchase after registration on Sunjoyonline.com". I registered my product online and uploaded my receipt as instructed. Then I purchased a dining set from BJ's in Chambersburg on 5/19/18 that cost $741.99 which should have been eligible for 10% off. Product name is L-DN1891SAL-B and the SKU is 113113. I registered this product as well. I received emails from Sunjoy (War***.com) after registering my products. The first email was sent on 6/5/18 and said:

Congratulations! Now you are entitled with 10% discount on your next SUNJOY product in all retail stores and www.Sunjoyonline.com.
Your discount code is: JYY-RZ6-WJD-270
Follow the steps below:
• Step 1: Email back to war***.com
• Step 2: Attached valid Proof of purchase
• Step 3: Discount code

Have a lovely day!
JAICA
Customer Service Representative
Tel. No.: 1-***
E-mail : war***.com

The second email was received on 6/13/18 and said:

Congratulations! Now you are entitled with 10% discount on your next SUNJOY product in all retail stores and www.Sunjoyonline.com.
Your discount code is: JYY-Y7S-QWY-305
Follow the steps below:
• Step 1: Email back to war***.com
• Step 2: Attached valid Proof of purchase
• Step 3: Discount code

Have a lovely day!
JAICA
Customer Service Representative
Tel. No.: 1-***
E-mail : war***.com

On 6/14/18, I responded to both emails and provided copies of my receipts for the gazebo and the dining set as well as the discount codes.

After not hearing anything from the company, I attempted to seek assistance online on 7/13/18 via the online chat but nobody responded to me. I have emails to prove this.

Chat started: 2018-07-13 05:36 PM UTC
(05:36:47 PM) Heather Stouffer: I would like to know when I will receive my 10% check from purchasing a second item. I already submitted the receipt on 6/15/18, called your company a few weeks ago, was supposed to get a call back the next day and never did.
(05:37:49 PM) Customer Service: We apologize for keeping you waiting. Our operators are busy at the moment, please leave us a message with your email address and we'll get back to you shortly.
(05:38:07 PM) Heather Stouffer: [email protected]
(05:40:12 PM) Heather Stouffer: Actually, I submitted the receipt on 6/14/18.

Chat started: 2018-07-13 08:02 PM UTC
(08:02:33 PM) Heather Stouffer: Is anyone there?
(08:03:35 PM) Customer Service: We apologize for keeping you waiting. Our operators are busy at the moment, please leave us a message with your email address and we'll get back to you shortly.
(08:04:30 PM) Heather Stouffer: I already left a message with my email about 2 hours ago. It's [email protected].

Nobody ever followed up to my request for assistance via the online chat so I sent an email on 7/13/18 at 10:16PM that said: Can you please tell me why I have not received my 10% yet? This was sent to you on 6/14/18 and it was my understanding that a check would be mailed to me. I called about 2 weeks ago to check the status and someone was supposed to call me back the next day and never did. I tried to get help online and on the phone today but after being on hold for quite some time on the phone, it asked me to leave a message. I was 1 in the queue online and nobody has responded. I would like an update on the status of my 10% for the second item I purchased.

On 7/14/18, I emailed Sunjoy again. The email said: I emailed you my receipt and it's my understanding that I should be reimbursed 10% of the purchase price for the item I already paid for because it was the second Sunjoy product I purchased. Please help me understand why I submitted my receipt on 6/14/18 and still have not received the check for 10% of the purchase price.

Received a response on 7/16/18: Good Day. I do apologize for this. I already sent your receipt to our refund department for the 10%.

Received an email on 7/18/18: Good Day! I just received an email from our refund department about the 10%. They will issue a check and the estimated time of arrival is 15-30 days once the check will be completed. I will give you a notification once the check already complete.

Emailed them on 7/21/18 and said: Thank you so much for taking care of this. I would have thought it would have been processed automatically without me contacting someone.

I didn't hear anything and did not receive the 10% reimbursement check from the company. I emailed them on 8/16/18 and said: It's been a month since your last email. Please tell me when the check will be issued and why this is taking so long. I feel like I have to keep following up. This is really frustrating. I submitted my receipt over two months ago and I purchased the item on 5/19/18. I will look forward to hearing from you soon.

Several calls were made between emails and a call was made on 8/23/18 at which time the representative Nic requested that I send a screenshot of the emails that said the check will be mailed. A screenshot of the emails was emailed to Nic at csteam***p.com and she agreed to follow up on this.

Called back and spoke to Nic on 8/31/18. She said she emailed the refund team and emailed me a screenshot of her email to the refund team. She agreed to have someone contact me but that never happened.

I began to call weekly to inquire about the refund and every person I talked to would tell me someone would call me the next day but nobody ever called. The last contact I had with the company was on 9/20/18 I believe and I was again told that someone would contact me by 9/24/18 but once again, nobody called me.

I would like the 10% reimbursement for the rather expensive items I purchased from Sunjoy. It has been five months since I purchased the first item and over four months since I purchased the second item. I am exhausted with calling this company weekly and being told the same thing every time. It should not take this long to process a refund.

I will appreciate any help you can provide and I did tell the last person I spoke to that I was contacting the Revdex.com if I did not hear back from them on 9/24/18. I will look forward to hearing from someone soon.

Thank you!
Heather

We ordered the Stoneridge Bar Height Table with 6 chairs. The table included a gas firepit. We paid 1000.44 for this set. We put it together and love the table but the igniter on the firepit did not work. We cannot use this firepit at all. We called sunjoy and they have been giving us the runaround sinc May. They keep telling us the replacement part will be in 1-2 months. We still do not have it. We were then told we would get our money back. We have not received that either. The table is too big and heavy for us to take down and send back. However, I offered them to send someone to get the table and we would take refund. I was informed that we should keep the table and we would still get refund.

I purchased a pop-up gazebo at a box store and a support piece broke after 1 month of use. I contacted their online support and have been getting the run around for the last few weeks. They have repeatedly asked for me to complete forms that I have already submitted and repeatedly asked for receipts that I have also already submitted.
1st they were going to replace the product then they were going to issue a refund...all the while continuing to ask for forms that I have already given them and they have acknowledged receiving.
My bank recommended I contact the retailer, which I have done, and they are going to look into it. All I want at this point is a refund but I have no confidence my issue will be addressed.

On 07/05/18, I ordered 2 mosquito nettings(order #SO2*** item #L-***T-C) and I received 2 Wrong mosquito nettings from Sunjoy. On 07/13/18 12:00pm I spoke to customer service Dominic of Sunjoy, to inform them they sent me the wrong nettings. It's an Inch and a half shorter in length and width, it doesn't touch the ground and it can't zip up because it too short in width to reach the other panel, like my orginial mosquito nettings. She stated "I need to email photos for proof to Sunjoy warranty department, email address: ***, the email address was wrong. I kept getting the email back saying "their is no such email address. I called again 07/13/18 at 2:34pm, I spoke with another customer service rep, her name I did not get. I stated, I was given the wrong email address to send the photos and that I was going to write the Revdex.com if I didn't get some help with this situtation. I stated, that Sunjoy sent me the wrong mosquito netting and that I wanted to exchange one set of the wrong mosquito nettings that Sunjoy sent me for the correct mosquito nettings and the other set I will keep. I gave her the email address I was given, she stated that their is no such email and to email photos for proof of the wrong mosquito nettings to ***. I emailed 8 photos of the wrong mosquito netting to ***, the customer service rep. confirmed that she received the email. she stated that Sunjoy sent me L-***TC-T, Lot # 2015, I stated and that is wrong because as she could see on the photo that my mosquito netting are LC, Lot # Oct 2016 and on the website the item # is L-***-C and shows the exact photo of the Gazebo I have. She asked me if they were damaged, I stated, No, Sunjoy sent the wrong mosquito netting. She stated "Warranty department have to look at these photos and they will get in contact with you, but I have put in an new order for you Order #S O290478 for the exchange of 1 set of the wrong mosquito nettings Sunjoy sent me. She stated "Then Fedex would set up a date to pick up the wrong netting. I have NOT received an email or a call from Sunjoy yet. I sent them another email 7/24/18 and no response.

I purchased the Garden Oasis Moorehead music and lighted gazebo with curtain and netting from Sears on March 17, 2018. I had the gazebo installed on May 17th for $300.00 on my patio. After having the gazebo installed I noticed that some of the parts was damaged and not working correctly. 1. the Bluetooth connection was damage, 2. one of the lighted polls was not working cause but the switch not properly connected to the poll, 3. the big canopy does not fit the top of the gazebo properly because of bad construction and 4. the netting for the Gazebo also have very bad construction. In the box of the gazebo there is a statement "DO NOT RETURN TO STORE" contact Sunjoy with any problems or question. I contacted Sunjoy the next day of having the Gazebo installed about the bad construction and defeats of the Gazebo, customer service tried to order the missing parts but to their knowledge the parts was discontinue. (Please note the Gazebo only came on the market February 2018) which send a red flag to me why would this product being so new the parts has discontinue already. I was told again on another occasion that they will reimburse me for the missing parts which would not have made sense to me if the parts was not available to buy. Their requested photos of the damage Gazebo which I sent to them after constantly calling to get a status update of what will be done to make my Gazebo functional I receive an email this morning 7/25/2018 stating "I am very sorry for this one, our option for this one is you can try to go back to the store and ask for a refund of the unit you have. Best regards, ***. This option for me does not work for me, I live alone and I cannot take the gazebo down and I will not pay someone to take it down to take it back to the store to try and get a refund, I think this was handle very poorly on Sunjoy's part and I would like to have Revdex.com try to resolve this issue as the Gazebo is not function the way sunjoy intended for it to work and they should be help responsible.

We
purchased a replacement canopy for our gazebo (item# L-GZ288PST-4D) from Sunjoy
Direct also DBA SunNest Services in August of 2017. We did not install the
canopy last August since summer was over and anticipated installing it this
spring. On May 18, 2018, I tried to install the canopy and it did not fit. When
we received the replacement canopy last August, we did check to be certain that
the correct item number was marked on it. I contacted Sunjoy on May 18, 2018
and advised them that the canopy did not fit as it was too small. Another
canopy was sent (also marked with the correct item#) and it did not fit either.
I contacted Sunjoy again and advised them that there must be a manufacturing
defect in the canopy which resulted in it being too small. We have subsequently
contacted Sunjoy customer service to obtain a refund and return both canopies
to them but have had no success in getting them to refund us or set up a
return. I just got off the phone a couple of minutes ago with their customer
service but I'm not confident that this contact brings us any closer to
receiving a refund. Counting today's phone call, we have contacted Sunjoy 9
times and appear no closer to receiving the refund of $139.00 that we paid for
the first canopy. This company's contact info follows: SunNest Services, LLC
27040 San Bernardino Avenue Redlands, CA 92374-5023 Ph# The Sunjoy
order numbers pertaining to our complaint are S-175318 for the original
purchase made 8/3/2017 and S-252363 for the replacement order on 5/18/2018.
Sunjoy's website address is www.sunjoyonline.com I
would appreciate your help in getting Sunjoy to refund the $139.00 we paid for
a replacement canopy that is defective by not fitting the gazebo for which it
was designed.

Yes been stressed and very upset about the money’s spent on my gazebo and did not have no more then 5 month and it collasped and they was not willing to work with me ..

I purchased Gazebo and the pocket was ripped of course this was the last step to putting up the $600 item. Its minor but will cause for the entire top to eventually rip if there is a strong wind. Stitching was out on it. I took pictures and actually communicated online on the chat and they even sent me a email confirming the chat conversation. I have not heard anything since, I have tried multiple times and no one will address anything.

Love my product but it was damaged out of the box.

I purchased a gazebo from Big Lots & it was damaged by a snow storm. The gazebo is advertised as a "Permanent Gazebo" on Big Lots web site & the owner’s manual states that the canopy should only be removed during a wind storm. The wind storm is the only "Act of Nature" that the owner’s manual lists. I called Big Lots to see they would provide a replacement, while it was still under warranty, but they referred me to the manufacture, SunJoy. I have been calling SunJoy since 5/4/18 & I have been getting nothing but avoidance for the last 6 weeks.
5/9-Spoke with ***, I explained what happened, she said she would send me an email, I should respond by sending pictures of the damage & a copy of my receipt. I never received the email.
5/10-I called again, spoke with ***, explained I never received the email. I was given a Customer ID# CUST92906, he said he didn't know who *** was but gave me an email to send my pictures & receipt to ***.
5/14-I called again, spoke with ***, he asked me for a list of items I needed replaced & he placed an order for them. He said he needed to get a hold of the supervisor to see if they would be sent to me under warranty & get back to me.
5/22-I received an email response that the warranty claim was denied because the damage was an act of nature.
5/22-I called again, spoke with ***, I explained how it was advertised as a "Permeant Gazebo" & the only reason listed to remove the canopy was for a wind storm. She said that they had my receipt, but no pictures & asked if I could send them again, so I did. She said she would speak wit the supervisor & get back to me.
5/25-I called again, spoke with Vince, I asked to speak with ***, Ext.# 1223, for an update on my issue, but he could not transfer to her because they are not allowed & would have to send her an email & ask her to call me.
5/29-I called again, spoke with ***, Ext.# 3047, asked to speak with *** & once again was told she was not available & he would have to email her to have her call me back.
5/30-I called again, spoke with ***, Ext.# 1021, explained my problem with my gazebo & the customer service that seems to be giving me the run around & how no one has emailed me or called me back since the start. She got a supervisor to speak with me, ***. *** listened to my issues & said that she would see what she could do but did not have the receipt. I resent the receipt & explained how the gazebo was listed as a "Permeant Gazebo" & wanted to know why they would not replace the parts I needed to honor their advertised description. She promised she would resolve my issue & offered me 50% off of the replacement parts which would hav still cost me a little over $100.00 to get what I needed. I said I really didn't think I should pay anything & she said she would get in touch of her manager to see what else she could do & call me back.
6/1-I called again, spoke with Mary, she said *** & *** were not available & she would send an email & asked one of them to get back to me.
6/4-I called again, spoke with ***, she said *** & *** were not available & she would send an email & asked one of them to get back to me.
6/5-I called again, spoke with ***, it was 9am, she got *** on the phone & she said she was talking to her manager at that ***e & would call me back by 10:30am that day.
6/5-I called later the same day, spoke with *** (female), *** & *** were not available & she would send an email for a call back.
6/6-I called again, spoke with ***, she said there was a note that ***'s manager, ***, denied the claim due to an "Act of Nature" & offered 10% off the replacement parts. *** already offered me 50% off???? I explained that I needed a better reason then that because it is listed as a "Permeant Gazebo" & only states to remove the canopy for wind storms. She also stated that *** called me to tell me that, but I explained that *** never called me back, nor did anyone from their company since the very 1st. ***e I called. She said she would email *** to have her call me.
6/7-I called again, I don't even know who I talked to at this point, I was told they would email *** to call back.
6/8-I called again, told same thing as on 6/7.
6/11-I called again, spoke to ***, told the same thing as on 6/7 & 6/8.
6/11-I called again later that day, spoke to ***, Ext.# 3010, she said I already talked to a supervisor today which was *** & she marked my case as closed. I told her *** never told me she was a manager & only said she would send *** an email to call me back & as far as I am concerned, my case is not closed until I am given a proper explanation as to why the gazebo is listed as "Permeant" & only to be removed during a wind storm & isn't covered under the warranty.
Since the 11th. I have called every day, I have stopped asking anyone for their name. I was give ***'s extension# 0005 on one of the last few phone calls, but it doesn't matter who's extension you have, you will never get the person attached to it. Plus, the call gets routed to China, California or Ohio (I think). No one is allowed to transfer calls & they only communicate with each other through email. There is no phone number or email that I can get to get in touch with *** because they are not allowed to give that out. I haven't received on single return phone call or email since the 14th. of May. My manufactures warranty was 1 year from purchase & was valid until May 27th. 2018. My communications with SunJoy started on 5/9/18, but they have also tried to tell me even if they decided to replace the parts at no charge, my warranty is expired. Well, it wasn't at the ***e I originally addressed this & they just keep pushing this issue off, I think hoping I will stop calling, but I will not until I get proper explanation from ANYONE with some authority at SunJoy. They all hide behind their emails, apparently technology makes them forget that telephones still work too. I am not expecting something that doesn't exist, I am stating facts that they printed & I have physical proof of it. This company is a real piece of work, I have no idea how they have stayed in business.