Sunjoygroup Reviews 63

Sunjoy Customer Service,

Like many others, I've experienced the same tactics employed by Sunjoy when trying to get them to correct an incorrect size replacement mosquito net. Here is my last correspondence with them

Although this back & forth trying to make customers jump through hoops and then denying refunds or charging restocking fees is standard practice for your company even with 30 days no-hassle returns posted on your web site. I will not be playing your games anymore…

The facts are I have a Sunjoy 10feet by 12feet gazebo, I ordered a 10x12 mosquito net and what I got was an 8x10 mosquito net. I either want a full refund or a replacement net that is 10x12 that’s it.

I tried to return a top not only did they charge me 20% restocking fee. They kept the tax as well. This is a scam.

I ordered a replacement canopy cover for a BBQ pergola based on a number provided by Sam's Club. Sunjoy indicated they did not have a match for that number but gave me another canopy number that would fit. When I received the item - it was small and did not fit. I went to their website to get instructions on how to return the item. I was asked to provide pictures and the info (numbers) related to the structure. I sent this information two times. Once when I initially filed for the return and then again when requested. Victor - the customer service representative- told me the request would be reviewed and a return label would be sent. I subsequently received a notice that basically it was not their error (although I followed the recommendation provided by Sunjoy) and the return request would involve a 20% stocking fee and less $27 return shipping fees. I paid $61 for the canopy and was given a $21 refund. Sunjoy Your did not pay for the return costs - since a return label was never sent. This is a terrible practice for any company to employ. When a consumer orders a product in good faith and the product does not fit - the company needs to provide a fair avenue for returns. I subsequently ordered the product from another company and it fit. I am a not a happy customer and will not use Sunjoy's online services in the future. I also think it is important to warn other consumers of Sunjoy's return practices.

SunJoy shipped a Gazebo with missing parts. This was discovered by Assembly Help during construction. After repeated attempts to contact customer service, I received an email saying the parts are out of stock and they will let me know when they become available. I am left with a half built Gazebo, additional charges to return from Assembly Help (totally reasonable) and an email saying no compensation is provided to cover extra installation costs. I can only think they don't expect people to purchase more than once, as the service is appalling.

I needed a new canopy and based on how they told me to measure, and it was the incorrect size. I sent repeated emails and after 5 weeks finally talked to a person. I was told they would accept a return if I had the original box. The cheap box it was sent barely made it thru shipping and was placed in a sturdy box to ship back. They said without the original box they would not take it back. Would never suggest sun joy as they have no customer service! Order from Amazon as they know how to accept returns! If I could give them a 0 rating I would!

Give them another chance!

I purchased what I thought was the replacement for my canopy but ended up receiving a different one. I returned it and was issued a refund, minus the restock fee. When attempting to reorder the correct one, I discovered that using the "Buy with shop Pay link" had changed the product to something else. I sent the evidence to Sunjoy and they immediately refunded me the restock fee. Their customer service was extremely helpful and timely in all aspects of our communication.

I see all the one-star ratings out the but I'd like to suggest that you give them another chance. They went out of their way to make this right for me.

If I could do Zero I would . First let me say I have bought multiple Sunjoy products from Gazebos , fireplaces and replacement canopies. This is the first time I have had to do a return and you absolutely want to stay away from this company . I ordered curtains for my 10 x12 gazebo which is pictured on their site . Upon getting these curtains the measurements of each panel was 112 inches or the long side was 5 feet and the short side was 4 feet . Obviously basic math of being 12 feet wide requires one panel to be 6 feet and the other side 5 . I requested a refund or replacement , sent photos , as requested . I was told they sent the correct curtains for a 10 x 12 gazebo and they are gazebo specific . Did I mention they show the curtain on my gazebo . Additionally it is impossible to have curtains measuring 10 x 8 to fit 10 x 12 . They charged me 20% restocking fee , and return postage which amounted to about $75 . With some BS explanation that these somehow fix 10 x 12 . Stay away , when it comes time to replace anything you will get what you get and if it’s wrong even on their side you will pay . Made in China of course . Never buy a Sunjoy gazebo or replacement parts or beware. You can get better and cheeper from others on Amazon with great customer policies.

Customer service is horrendous. Been trying to do a return for weeks and they consistently claim they are not receiving pictures of the product for the return. Save yourself the headache and do not order from them.

I had a Sunjoy Gazebo bought an installed recently. We had some strong wind but it was not a tornado and there was no significant damage in my neighborhood. But this gazebo fell apart. It is not stable and is very risky to use. I tried to contact customer service and they said there is nothing they can do. I had the worst customer service experience

I purchased a Gazebo from big lots in August 2024. We went to put it together this month and parts were broke but this could have been a eazy fix. I called and sent emails I need 6 parts they sent 2. Okay I email them again they blocked me from calling and no one answers my emails. I will never buy anything sunjoy makes and let ever one I know to deal with another company. If I have such a hard time with them and my Gazebo is still under warranty I have no faith in this company and what they stand for. I have paid my hard earned money for something I can't even use and apparently this company could careless. They make it were you can't get there part anywhere else. I can and will show ever email I've sent to them. I was never nasty to them or rude. OMG this could have been a simple fix.

This company is ridiculous they sent wrong cover paid 90 dollars and charged us shipping fee and restocking fee so we end up with 49.00 dollars back . Really , paid them for cover. Don't order from them them barely understood what they were saying

As another person mentioned, I too wish I would have seen these reviews before ordering. Yes, they were responsive at first but then after ordering impossible to get help. We purchased a slope roof wall-mount gazebo. It started with receiving two damaged panels which the company said they would send replacements but then no follow-up. Then we had our first very mild windy day and the roof does not stay down in the middle. We have built it correctly, instructions were followed to a T. It's the design of it. There is nothing to hold the roof down in the middle to prevent lifting. We can figure out a way to brace it ourselves but didn't want to void a refund so haven't done anything yet. Contacted the company again to ask for a refund not even a full week after or some kind of assistance. They advised they are only able to send replacements parts. So, I tried filing a complaint with the BBB but they will not assist as the company is based out of Singapore. I wrote a review on their website, but it never got published so obviously they only post good reviews. I've been emailing now consistently trying to get these two replacement parts or any assistance at all and my emails are not being answered. I should have known better or not ordered directly from Sunjoy. I would strongly advise not to order from this company. Also, the product itself, the material feels a lot cheaper than we were hoping for. Update just a few days later. We finally put the curtains up because we are stuck with this item. One zipper already busted. Also, I had to pay DHL courier for the import fee. Sunjoy said they would reimburse me, but now I'm just getting the runaround. It's been a true nightmare.

I have purchased 4 replacement tops for the Sunjoy Oakmont gazebo over the past few years. This product is junk! I only install this during the summer, but it rips within weeks of putting it up. I contacted the company, and they offered to SELL me a new canopy. I believe the cost was about 160.00 which is ridiculous. I've already spent way too much time and money on this. However, I do not want to replace the whole gazebo. If this company is going to continue to sell such poor quality items, they should at least replace them free of charge. SOO frustrating!

This will be my second review. I rarely write a review about anything but what happened and still happening with Sunjoy "Customer Service " is un acceptable.

First there no phone to talk to someone live.
Second, I do not believe they read or understand your emails
Third you are ignored for several days before getting a response
Fourth. There responses are so un focused that you won't know what the hell are they requesting from you.
As per my previous review I am still trying to return my unused canopy curtains because the curtains did not fit. It is coming to almost a month now.
The latest I got three emails that I ask me the same question " Do I need a return or a refund " for God sake what does the mean and what is the difference? I responded to all three what is the difference between refund and a return. As if I am talking to a wall.
I asked several times if I can replace the curtains with the right size, a gain no response to that question.
They either not reading their email or have unqualified people responding.
I am getting pissed more every day.
I promise to keep you updated on this platform every week till I have a conclusion. This company Customer service sucks. Do not get into the same issue I a m in now. If you have an issue with your order with them good luck

My Cedar Gazebo has been very well installed and used for 1 season. The other day I walked outside to find one of my curtains on the floor, when I investigated the rod fell off due to obvious bad welds. I emailed Sunjoy pictures of the rod with the welds still attached to just the rod, and they quoted a replacement. After inspecting the 16 x 12 Cedar Gazebo I found a second curtain rod with bad welds, similar to the quality issues found with the first, so I added it to the quote. The parts were $11.06 with a shipping and handling cost of $89.80.

How does this make sense? This was blatantly a manufacturing defect.

Moving forward I am sticking with manufacturers like Yardisty a product with much better quality control, and an aluminum roof with a cedar framed from a company like Costco that stands behind the products and services it sells.

Bad quality! Horrible customer service. I’ve buy the gazebo and the frame break after 2 day due a little bit of wind during the night. I’ve contacted the customer service and they told me they have no garantie to just buy another.

Never again I don’t have money to spend for something so cheap.

We purchased a Sun Joy metal gazebo in 2019 and as soon as the warranty ran out it began rusting. Sun Joy and Canadian Tire both will not do anything about it. It touts itself of being rustproof not the case in ours. I'm pretty sure there is some defect causing this but no one wants to take responsibility. We are seniors and bought this so that we would have to take down and put up a canvas roof each season and now we're left with a piece of garbage.

I would give zero stars if I could. Very disappointed with this companies customer service or lack there of. I am not one to write reviews but I felt this time it was necessary. I purchased a fire pit last year from sunjoy group and also had a custom cover made for the winter. When I took it off in the spring it was completely rusted out. I contacted customer service via email and it was more like speaking to a robot. I called and all I got was the warranty has expired followed by yelling at me. Their solution was to buy another one. All I wanted replaced was the rusty insert and lid. The outer casing is fine. I asked to speak to a supervisor, nothing. I tried finding a way to get in touch with the owner to no avail. Roadblocks everywhere. This product is garbage to put it mildly and this company has no customer service whatsoever. I’m out hundreds of dollars with no fire pit & a custom cover I have no use for. This company is a bunch if scammers. Do not buy their products.

We bought a Casado Deluxe Pop-Up Polyester Gazebo Grey 3.3x3.3M in July from Qubox which was a pop-up version. At the beginning of August we had a BBQ in our back garden a the weather had been great around that time and we decided to put the gazebo up for the very first time and use this to shelter the food we prepared for our guests. The last people left really late around 1.30am and so we left the gazebo up overnight.
The next day the wind had picked up a little but not significantly and the gazebo all though pinned to the ground flipped over and 4-5 of its bars got bent which meant we could neither leave it up or take it down. I contacted Qubox to ask if they could send some replacement bars which i was happy to pay for and was asked to send in photos which i did and they came back to us to advise that this was not possible and we would have to buy the whole new frame as they wouldnt allow us to buy seperate parts and this was at a cost of £200 due to shipping fees, even though the initial purchase was £90. The gazebo was being sold by Qubox at a discounted rate and i believe the cost before discount was supposed to be approx £139. We were then advised that our warranty did not cover us for wind damage, which we were not advised of before purchase.
I complained several times as the item sold to us was simplly not fit for purpose and Qubox eventually came back to us to advise they would supply another full gazebo as they had miracously found one in their warehouse with a 10% discount of the listed price.
The manufacturers are called Sunjoy that supply this iten to Qubox and they wouldnt help us out in any way and Qubox the supplier offered us a meresly 10% discount. We have only used the gazebo once and cant use it again now, so we have poured £90 down the drain more or less. I cannot believe they said it wasnt covered for wind damage, we live in the North East of England not the Caribbean.
All i can advise everyone is to avoid buying any products from Qubox or Sunjoy at all costs, they will definelt not look after you if you have any issues - absolute joke !!

I bought a product that says it works within 4 weeks, what a load of lies, states they refund full amount if it doesn’t work when I emailed them they offered me a silly refund. Don’t waste you money on this company