Sunjoyonline.com

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 GAZEBO. IT WAS LISTED AS A PERMENANT GAZEBO BUT APPARENTLY THAT HAS CONVENIENTLY BEEN REMOVED AND NO LONGER SAY THAT. HOWEVER, AS YOU CAN SEE BY THE ATTACHED DESCRIPTION OF THE PINEHURSE GAZEBO, THAT I SMARTLY PRINTED OUT JUST IN CASE THEY MADE A CHANGE. I 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]

I received an Slate Firepit as a gift from my niece that was purchased from Bed, Bath & Beyond and its missing two items, the Firedog and the catch. These two items are not in the box. The firepit is no longer at Bed, Bath and Beyond so they had me to contact the manufacturer Sunjoy. I explained I want the two items replaced and I shouldn't have to pay for parts that were not included in the first place.
I explained I don't have a receipt because it was a gift. They refuse to send the parts unless I pay for them.
I don't want the Fire Pit replaced only the two parts that were not included in the box.

Hello, we recently called you to see if we can get that information from you again so that we can go ahead and replace your parts. You said that you didn't want nothing to do with us; and hanged up. If you can please send me your information via email at [redacted]@sunjoyonline.com I will be able...

to resolve this issue with your replacement parts:) thank you so much for your patience. -[redacted]

Final Consumer Response /* (2000, 9, 2016/07/19) */
The company has finally fowarded my product after 1 month of several phone calls and emails. This company has poor customer care. However I thank you for attempting to address my concerns. At this time, I would like to close my case.

Final Consumer Response /* (2000, 8, 2016/08/10) */
Yes I have heard from them. Gazebo cover has finally been shipped

I have been in contact with this customer all day. The copies of his invoice that he sent me were unclear. I asked him to send clear copies of the invoice and the correct item number so that we can resolve this matter. The specific item number he sent of the pieces in question were not the correct item code. He should be sending the information to me by the end of Tuesday 08/29/2017 if not, by Friday 09/01/2017 hopefully.

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID 12259285, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have been contacted by your customer service department, [redacted] Customer Service Supervisor, the one that originally denied my warranty request, and started all this mess, she has since" had her agent contact Big Lots to confirm" that I was not lying about the Family and Friends discount, also she made it clear that she would warranty just the "broken part" even though that was all I was asking for. When I purchased this product on Sunday, I had no idea what I was getting into.. at no point did I anticipate the terrible customer service experience that I am having with your company. Then to top it off I find out the warranty part only cost $18.00 (my cost not yours), I am no longer just looking for you to honor your warranty, I am looking to have you change your policy on discount purchases, and the way you deny claims. Your customer service could have requested more information from me before denying my claim. I also disagree with your warranty rules, as a consumer, I should not have to have lawyer check whether a company is going to void the warranty because I got the product on sale or as you put it "etc...", I have lost total confidence in your company. First I was denied a simple warranty request for a $18.00 part, then I was disrespected by your customer service department, calling the store to see if I was lying, then treated rudely when they realized they screwed up, no apology and still an under tone like I was trying to get something over on them "We will honor your warranty for the damaged parts only" why would they say that? If you want this settled then I suggest you change your warranty denial procedure "last sale discounts, open box discount etc" these should all be under warranty, and retrain your customer support staff to realize that the reason they have a job is because customers like me purchase your product, so a little respect would not be a bad thing. I do not even what my gazebo anymore, all I think of when I look at it still in the box since Sunday when I purchased it is all this trouble and I get mad...you have taken a great moment, and turned it into a bad memory...
Regards,
[redacted]

I want them to replace the damaged parts   I sent them every thing they requested from me, including pictures of the damaged parts

I am rejecting this response because:
WE are just in the middle of getting in touch and trying to resolve this issue. I 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 6/27/2017. 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

We have corresponded with Ms [redacted] and are awaiting her return of the canopy set. Once received we will be refunding her the full amount of $173.44.   Please update your records accordingly.

Good morning [redacted], I had called you about your item number for your pergola to refund you:) your check has been processed on 8/2/2017. Your check should be its way to you as of right now; we have refunded you your pergola for $349.99 back to you. We are sorry for the inconvenience that one...

of our products have brought to you. We apologize.