Anonymous
map-marker Windsor, Ontario

Buying gazebo

Im a Canadian and the same gazebo Im interested in is on sale in the US wayfair vs Canadian wayfair.ca The gazebo is Windsor 14.5 x14 octagon Still interested if on sale in Canada
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Faye m Wds

Replacement part for wicker rocker

Sunjoy Industries - Replacement part for wicker rocker
Updated by user Oct 19, 2019

Just need the rocker leg. The round curved leg of the rocker that’s broken

Original review Oct 19, 2019
I’m not a pissed customer. Just needing a replacement rocker for my black wicker chair from big lots. Thanks
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Loss:
$20
Pros:
  • Love the outdoor furniture
  • To be able to enjoy my new replaced cover
  • Love the furniture
Cons:
  • Leg broke
Reason of review:
Replacement for broken rocker leg.

Preferred solution: Need a rocker leg replacement

1 comment
Faye m Wds

It wasn’t resolved

Chris Q Dsk

Products and Support SUCK BIG TIME!

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I have had nothing but problems with this company and their product. Purchased and set up a new gazebo from this manufacturer 5/18/17. It is 'winterized' every year, utilizing the winter cover, also purchased from them. Upon 'opening' it back up this spring, I noticed one of the corner beam's bracket weld had separated. I contacted this company on 3/24/19 requesting new parts, to be covered by their manufacturer's warranty. The same day, I was emailed an order and they requested pictures of the defective weld and a copy of my receipt. The next day I sent multiple digital photos and a copy of the receipt (even though this would be the 3rd request, two from previous warranty concerns). On 3/28, a message was left on my voice mail - inquiring/questioning how I found out about their 5 year warranty on this products frame. The same day, I emailed them a copy of their Use & Care Guide (came in the box), pointing out on page 4 that the frame is indeed covered for 5 years. Two hours later, I received an email thanking me for the requested information and that my warranty claim had been approved & to allow 7-10 days for my parts to arrive. I waited almost 3 weeks, but never received the corner beam (I did, however, get two screws and washers). I emailed an inquiry on 4/15/19, but never received an answer back. I waited a month for replies, finally decided to contact them by phone. On 5/11 they told me both defective parts were discontinued and they had to check on a resolution with their warranty dept. There wasn't a solution right now and would call me back in 24-48 hours. I waited, and waited. Had to call them on 5/20 - the new rep attempts to get 1st rep's attention, but on another call, and promised to call me back today. Again, no phone call was returned to me. On 5/23 called them, was on hold forever - eventually hung up. On 5/28, I called to request a supervisor, but would not allow a supervisor to take my call until this different customer service rep reviewed case, at which time they were sending a request to their refund team, and usually takes 1-2 days for answer. Waited, received no return call. Called them again on 6/13 - I was advised that the new rep said the request originator was off today and they were the only one who could assist me. Now I demanded their supervisor and wanted a resolution TODAY! Again, I was on hold for the supervisor for what seemed like forever. She apologized for all of my troubles and sounded sincere. She even gave me her extension # to contact her directly. She told me that she gets into the office every day at 6:00 AM. Great, so I thought. She looked into my approved refund request, and sent another email to their department (which is located in the Philippines). She advised me that it usually takes a couple of days, but she promised to get back to me by the end of the day on Friday 6/14, or, by the latest, Monday June 17th. If I didn’t hear from her by then, she asked me to contact her directly. Well, empty promises…AGAIN! I waited all week. No phone calls. So, on 6/21/19, I called her “direct extension” but the automated response advised me that they are experiencing a large call volume (go figure) and my hold time would be over 5 minutes. Really, holding for a direct extension’s voice mail? After a half hour on hold, their system automatically connected me to a general voice mail box. I left a message stating my frustration, indicating that all of their customer service reps (including the supervisor) are all the same – empty promises, no call backs, excuses, etc. I advised this company that I would give them until the end of the day to contact me; otherwise I had no alternative and promised to file a complaint with the BBB. And I would KEEP MY PROMISE! Well, no return calls. So, on 6/23/19, I filed an official complaint with the BBB – and what a surprise – there were 68 other very similar complaints within the past 18 months! I was advised by BBB that they will contact Sunjoy Industries with my complaint and to wait for an answer back. On 7/15, I received an email from the BBB stating that Sunjoy never responded to my complaint – no surprises here! On 7/16/19, I contacted the Ohio Attorney General (Sunjoy Industries Customer Service address was listed at 619 Slack Street, Steubenville, Ohio) to file an official complaint. The Ohio AG will get back to me in 1-2 weeks. This morning, I attempted to contact Sunjoy’s Supervisor’s direct extension, but again was on hold for over 20 minutes. I was re-routed to their brief survey on how my customer service representative handled my call (what?) and my overall experience with Sunjoy Industries. And again, I was prompted to leave a message in their general voice mail. So I did, again. I gave them a brief synopsis of this company’s ignorance to customer service standards and since they didn’t respond to the BBB complaint, I filed an official complaint with the AG. I also advised them that I will be in contact with the local media to express my sincere determination to educate consumers about this inferior company who claims to “have quickly become the international leader in the home furnishing industry”. Yeah, Right!
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Loss:
$1000
Cons:
  • Cant uphold their own warranty
  • Unfulfilled promises
  • Poor customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

dawn m Eos
map-marker Fairmont, West Virginia

Do not deal with this company they are going under

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treat employees like dirt. owner is from china and does not care for his employees. has a woman in california running the business into the ground. don't spend your money on the product since you will not get anything in the mail. told almost all the employees on a day notice that their job was done
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Cons:
  • I could go on and on
  • Poor customer service
  • Poor management
Reason of review:
Poor customer service

Preferred solution: take consumer's money without mailing out product in timely manner

Larry J Oyi

Worst customer service ever!

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this is the actual email correspondence that i had with the Sunjoy Rep. this company sucks big time.

Read the email chain from the bottom up.

Your request (76848) has been updated.

To add additional comments, reply to this email.

Holden (Sunjoy Group)

Aug 2, 00:11 CDT

Hi,

Good day!

This conversation has been idle for more than a week.

If you do not have questions, we will now close this ticket for us to assist other customers in the queue.

If you have any other concern, you may chat/email us back or contact us at 1-86*-578-****.

Thank you so much and have a great day!

Sincerely yours,

Holden

Customer support Sunjoy

Holden (Sunjoy Group)

Jul 26, 01:55 CDT

Hi,

Good day!

Thank you for contacting Sunjoy Group.

For the warranty, please be advised that we need to have the full copy of the receipt (IF missing part)

For more assistance, you can call our customer support 1-86*-578-****.

Looking forward to hear from you.

Sincerely yours,

Holden

Customer Support

Larry

Jul 24, 07:25 CDT

I am so frustrated with Sunjoy and their Customer service, I have had nothing but delays and stalling with large gaps in responses from you. I have answered all questions in my previous communications with the exception of you now asking for my original receipt.

I purchased this product a month ago and all I needed was a few very inexpensive parts that were short shipped by your company. I would have expected immediate corrective action and to date I am still jumping through your hoops.

I have gone to a local hardware store and purchased the items I needed to complete the installation.

I will be quick to share my negative experience with Sunjoy with whomever will listen.

Larry Tyrrell

Holden (Sunjoy Group)

Jul 24, 02:21 CDT

Hi,

Greetings!

Please accept our sincere apology for the inconvenience that you have encountered.

For the warranty, please be advised that we need to have the full copy of the receipt (For missing parts)

And also, kindly fill out the information needed below;

- Customer Name:

- Phone #:

- Email:

- Parent Item#:

- Color:

- Shipping Address:

- Store purchased?

- Date purchased?

- Online or Physical Store?

- If in-store, was this a display model?

- If online, PO#?

- Reason for replacement?

- If damaged, how?

- Part Letters and Quantity:

Thank you so much for your patience and hoping for your understanding.

Have a great rest of your day!

Sincerely yours,

Holden

Larry

Jul 16, 06:16 CDT

Hello I purchased the unit June 27th 2019 (3 weeks ago) from Canadian Tire Kingston Ontario Canada.

Sent from my BlackBerry 10 smartphone on the Bell network.

Holden (Sunjoy Group)

Jul 16, 02:23 CDT

Hi,

Good day!

Thank you for contacting Sunjoy Group.

This is Holden. I will be glad to assist you with your concern.

I would like to ask and Just to verify, may I know what store, date and year did you purchase your unit?

For more assistance, you can call our customer support 1-86*-578-****.

Looking forward to hear from you.

Sincerely yours,

Holden

Customer Support

Larry

Jul 8, 14:17 CDT

Chat started: 2019-07-08 06:58 PM UTC

(06:58:12 PM) Larry: i purchased the L-PG135PST-D pergola on June 27th.

while assembling this weekend the following parts are missing. 4 small connectors J, 8 M6 x15 Bolts and 8 M6 washers. My mailing Address is 2479 County Road #6 RR#1 Yarker Ontario, Canada. K0K-3N0, My name is Larry Tyrrell,

(06:59:14 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.

(07:00:07 PM) Larry: I Tried calling your company numerous times today and was on hold for about 20 minutes each time. then cut off, Is your company still in business?

I am concerned

(07:00:48 PM) Larry: i left a voicemail hours ago and no return call yet.

(07:10:16 PM) Larry: Please acknowledge receipt of this email and confirm that missing parts are being shipped.

(07:15:35 PM) Larry: my email address is Larry.Tyrrell@***c-scc.gc.ca

This email is a service from Sunjoy Group. Delivered by Zendesk

[XZ3EME-44E8]

View full review
Loss:
$8
Pros:
  • I liked the look of the product and thought it suited my needs
Cons:
  • Missing parts
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Lisa I Jlb
map-marker Montreal, Quebec

11 x 11' pop up gazebo - DISPOSABLE CRAP - model # 299-****-*

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Sunjoy Industries - 11 x 11' pop up gazebo - DISPOSABLE CRAP - model # 299-****-*
I purchased a 11 x 11' pop up gazebo. I didn't even have it up for 24 hours when one of the support pieces on the top bent. It is one small brace - about 2 ' long - that is screwed into the rest of it. Each piece is important and is required to support the gazebo. They do not sell the little piece separately (although this is all I need). I called the company and you can't just replace one of the pieces, you have to replace the whole canopy frame and the part is on back order (and they don't know when they'll get it). And the part costs more than the whole pop up gazebo did. I didn't even get to use this "SUNJOY" product for 24 hours - when it bent!!! I will not be supporting this company any longer. I do not believe the company is environmentally friendly - as I can't replace 1 little piece - but need to replace all of it! FYI - in the owner's manual it says it's distributed by "Trileaf Distribution" - not even Sunjoy. Not a happy customer! I wish I could rate it "0".
View full review
Loss:
$170
Cons:
  • Poor quality
Reason of review:
Damaged or defective

Preferred solution: Sell the little piece so I can replace the defective piece - it should last more than 24 hours

John H Cem

Buy someting different

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having the same issues of fit in 2019. It is like 4 inches too small. Was a solution found as this is a brand new purchase
View full review
Reason of review:
Damaged or defective

Preferred solution: Let the company propose a solution

Anonymous
map-marker Kailua Kona, Hawaii

DO NOT BUY ANYTHING MADE BY SUNJOY!

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Purchased a garden pergola made by Sunjoy from Lowe's for around $600. Noticed it was starting to rust after about 6 months. Lowe's said it had a 1 year guarantee but to contact the company. They offered to replace the rusted parts, but there were too many and I would have to take it apart and rebuild it. Wasn't worth the effort. Now, a little over a year later, one of the tubes that holds the cover in place has separated. I contacted them again, sent a parts list including the hardware needed and their response was "sorry those parts are out of stock." I'm so tired of getting ripped off buying "outdoor" products that rust and fall apart in less than a year. Shame on Lowe's for selling such junk!
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james m Gfw

Exactly what I wanted

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I waited until the end of season to give feedback. I bought the 10x13 canopy with side bug and wind/rain curtains. I had help with putting the skeleton together. I put the canopy on alone. Stretching the corners and sides were not as hard as I anticipated...they were still an overcame struggle. I attached the skeleton to the floor and sides of my deck...had some pretty tough winds thru the summer...it did not fly away or suffer any compromise to the integrity of the system. hanging the bug and rain curtain was the most difficult step...check the widths before hanging...I did not...and had to switch them around on all four sides...brain ***
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Pros:
  • I liked the look of the product and thought it suited my needs
Anonymous
map-marker Surrey, British Columbia

Total scam

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I have had benefits problems from the start with this company , from wrong parts in the box , to no warranty coverage , to no parts available on 2o18 products , It takes firevee to get through to this company emails are returned weeks later it’s standard reply’s with them never actually reading your email . Parts have not been available for five months now , they finally said they are out of stock , that’s even questionable in a 2018 product , tell you to keep checking back , most company’s will taje your order and contact you , not this company absolutely no customer service , they won’t even tell you if the karts have been ordered from their suppliers in China , the season is over now with absolutely no enjoyment from this pergola and I doubt they will have parts for next season. !!! My advice run from this company your only asking for problems
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Reason of review:
Warranty issue
Carmel M Ptq

Another pissed SunJoy "customer"

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Totally agree with the review I just read - the cover was the wrong size, way too small, and had to be sent back. The second one that they assured me was correct, was also not properly sized.

Same experience; tugging, pulling and no luck. Their recommendation at Sunjoy? Cut your gazebo top shorter. Since the gazebo frame is older, I did that, and after much struggle, got it on, but now one corner collected rain (due to their solution of cutting off a corner of the gazebo it was no longer taut).

Used it for 4 months, and took it off today.

Two rips in the "ripstop" fabric from trying to get it off, and now I see that the puddling caused by their solution resulted in a large black stain in that corner. Tried calling and got the 40 minute hold time that seems to be unusual for them, and then a recording "leave a message." BBB and Attorney General complaints pending their email response for a refund.

View full review
Loss:
$140
Cons:
  • Product not as described- customer service does nothing
  • Phones unattended
  • Bad cannot get any answers
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

William T Yfz

Totally frustrated with this company

After originally being told that my warranty was void after sending them everything they requested because I purchased the pergola from a vendor they don’t do business with , Right and how is the consumer to know that since the product has a warranty in the box , it takes forever waiting unlimited times for anyone to answer the phone lines , Recently the pulleys on my pergola broke , they are flimsy plastic pullers that retract the canopy from my 2018 model , after many attempts and emails I was told after I said I would pay for them that the parts are not available that they come from China , they don’t know when they will be ordered or available to check back in a few weeks or months , a very strange and unprofessional way of carrying on business , this model is one year old and no parts available !! You would think they would Take your order and send them ASAP but no service at all .
View full review
Pros:
  • I liked the look of the product and thought it suited my needs
Cons:
  • No parts no service
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Janet W Zwe

Bought the Pergola with Canopy in May/18 from Walmart Canada online. There were several problems making erecting this pergola difficult, i.e. pre-drilled holes off center, etc.

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July 2019 while sliding the canopy closed one of the pulleys snapped off. Since then several others have broken making the use of the canopy impossible. Have tried for months to get replacement pulley's to no avail. Why SunJoy/SunNest cheaped out on these pulleys is a big ?? The plastic 'axle' part is very weak. Very Very disappointed in the outcome of this. Who can afford a new pergola after only 1 yr. of use?
View full review
Loss:
$750
Pros:
  • Quick delivery
Cons:
  • Poor quality
  • Bad cannot get any answers
  • Parts not available
Reason of review:
Access/ activation issues

Preferred solution: new parts to replace the broken ones

1 comment
Guest

Same problem , parts were wrong could not be assembled no assistance what so ever from Sunjoy , horrible non existent customer service , had to pay another company to make parts , erected for one week and pull-ups snapped in the gentle wind very cheaply made Been waiting for parts to be available for almost a year , Response from Sunjoy I have to realize that it is a long process since the parts are manufactured overseas !!!! That is not the customers problem , they want cheap labour , cheap parts and no customer service , no parts available for sale , or warranty’s being honoured !!! Read the horrible reviews pages of them , !!!

Ashley Dck
map-marker Mississauga, Ontario

Support Post came bent

Sunjoy Industries - Support Post came bent
Received the Gazebo box in perfect condition. Opened to find the one support post bent beyond being fixed. Got the run around from the company for 3 weeks now and still not anywhere with it. Totally beyond frustrated. Always on hold, being told its waiting to be shipped (same status as 3 weeks ago). No one can give proper answers or solutions. Would strongly recommend people to think twice before ordering from this company. Totally unhappy. Its not like I can even build the gazebo without it. $1000 gone while I wait for them.
View full review
Loss:
$1000
Reason of review:
Damaged or defective

Preferred solution: Deliver product or service ordered

Resolved
William C Kxe

Resolved: Unreliable Company

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Updated by user Feb 07, 2020

Received correct part for my 10’ x 12’ Western Gazebo Style # LGZ1095PST-A DPCI # 00905**** Production # 2019****

Updated by user Feb 07, 2020

Requested correct parts were sent on a October 17, 2019. Receive 1 week later.

Happy to finally receive the correct parts but extremely disappointed with the length of time same took to receive. I believe my contact with Target and a filed complaint with the BBB was the assistance I required to process my claim against SunJoy Group.

Updated by user Aug 19, 2019

I received my parts. Problem- the company sent me 2 of the same parts.

I received two C-2 parts instead of one part C-1 and one part C-2. Problem half resolved. I sent an e-mail to Sunjoy Industries requesting the correct part. No reply to e-mail.

Called Sunjoy Indrustries, they acknowledged mistake and will send correct replacement part. I asked when I could expect same and received same response I did several months ago when I made my first request.

Time will tell. Note- customer service rep, Wilson, very professional.

Original review Jul 17, 2019
3 months ago purchased a gazebo. Same had defected parts. Called company for replacement, same approved. Over past 3 months inquired were are replacement parts? Same answer on back order, no idea when they will be shipped. Summer half over and cannot enjoy gazebo I purchased due to this company’s lack of customer support to provided replacement parts in a timely manner. I would not recommend any purchases from this company due to their poor customer service!
View full review
Loss:
$600
Cons:
  • Poor customer service
  • No replacement parts available
  • Bad cannot get any answers
Reason of review:
Damaged or defective

Preferred solution: Let the company propose a solution

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