Sunjoy Industries
Reviews and Complaints
Buying gazebo
Replacement part for wicker rocker
Just need the rocker leg. The round curved leg of the rocker that’s broken
- Love the outdoor furniture
- To be able to enjoy my new replaced cover
- Love the furniture
- Leg broke
Preferred solution: Need a rocker leg replacement
Products and Support SUCK BIG TIME!
- Cant uphold their own warranty
- Unfulfilled promises
- Poor customer service
Preferred solution: Full refund
Do not deal with this company they are going under
- I could go on and on
- Poor customer service
- Poor management
Preferred solution: take consumer's money without mailing out product in timely manner
Worst customer service ever!
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]
- I liked the look of the product and thought it suited my needs
- Missing parts
Preferred solution: Let the company propose a solution
11 x 11' pop up gazebo - DISPOSABLE CRAP - model # 299-****-*
- Poor quality
Preferred solution: Sell the little piece so I can replace the defective piece - it should last more than 24 hours
Buy someting different
Preferred solution: Let the company propose a solution
DO NOT BUY ANYTHING MADE BY SUNJOY!
Exactly what I wanted
- I liked the look of the product and thought it suited my needs
Total scam
Another pissed SunJoy "customer"
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.
- Product not as described- customer service does nothing
- Phones unattended
- Bad cannot get any answers
Preferred solution: Full refund
Totally frustrated with this company
- I liked the look of the product and thought it suited my needs
- No parts no service
Preferred solution: Let the company propose a solution
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.
- Quick delivery
- Poor quality
- Bad cannot get any answers
- Parts not available
Preferred solution: new parts to replace the broken ones
Support Post came bent
Preferred solution: Deliver product or service ordered
Resolved: Unreliable Company
Received correct part for my 10’ x 12’ Western Gazebo Style # LGZ1095PST-A DPCI # 00905**** Production # 2019****
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.
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.
- Poor customer service
- No replacement parts available
- Bad cannot get any answers
Preferred solution: Let the company propose a solution
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