Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 18 I spent $313.45 on a 14ft trampoline directly from this manufacturer as a Christmas present for my children (Order number 4329-GX). The trampoline was assembled January 1, and on January 17 after a moderate wind (8-14mph) and a brief rain, the trampoline was completely flipped and thrown more than 30 yards over a 5 foot fence.
  
  I reviewed the manual before and during assembly, and I've since reviewed it multiple times after the damage to the trampoline was done. It advises disassembling the trampoline in severe weather or extreme winds, but makes no mention of a need to stake down the product for even the most moderate of winds.
  
  On February 1st, after assessing the damage, I reached out directly to the manufacturer about the product's warranty and asked for a replacement. They insisted that the item must be disassembled and the parts replaced, so after four weeks going back and forth with the company, they sent the list of parts so for me to report the items needed to repair my trampoline myself. When I returned the parts list, and they responded with this message:
  Sorry, there are not enough replacement parts available now.
  The trampoline is destroyed by the rainstrom and you didn't assemble it on a flat ground, it's not all our responsibility.
  This order also doesn't have profit, but suffers a loss.
  In this case, how about we refund you $100 as compensation?
  
  I chose this company because of their strong guarantee and customer satisfaction statement on their website: "The Giantex guarantee is simple: provide customers with 100% satisfaction with of our Giantex branded items and services. If you are not happy with our service or product or in need of help, drop us an email to [email protected] and we won't stop working until you're satisfied...If you receive any item not meeting expectation in 90 days from the date of purchase, please contact our service support team."
  
  This company clearly does not stand behind that statement or their products.

  Business Response

  Date: 03/08/2023

  Hello

  Firstly this product does lose money. Secondly, this is because the customer did not disassemble this product in time and let the product suffer in bad weather, this is really not our responsibility, we have marked this note in the manual.

  For more information about our guarantee and 90-day return policy, please refer to the following links

  [...]

  We were also the first to help the customer with his problem, and the maximum compensation we could offer was US $100.

   

• Initial Complaint

  Date:01/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want either a refund and Giantex is welcome to the entire bed, or a replacement for everything except the foam mattress (i.e. steel frame, aluminum cross bars and properly sized plastic support for end legs).
  
  I was diagnosed with cancer and my son came to live with me during my recovery. He ordered a twin-sized roll-away bed from Giantex but I paid him for it and we used my email address. They sent the wrong plastic strut to secure the extendable steel bed legs to end of the frame when in use, so it collapsed, bending the aluminum struts attached to the frame and to the casters. This in turn bent the 1/4" tab on the steel frame that was to prevent hyperextension of the center legs. They have a 90-day guaranteed return policy. I contacted them within that period (purchased 10/29 and first wrote to them in mid-November). I have written them 5 times, circled the plastic struts, sent pictures of how short they were, sent pictures of the bent aluminum cross struts and tried to bend the steel tab back into position all to no avail. I have asked for a full refund and to return the merchandise, or to have them replace the metal frame in its entirety. I will be glad to keep the mattress if I can get a functional frame and proper sized plastic struts. They keep stalling and asking for me to identify the problem(s). I told them the last time I was filing a complaint.

  Business Response

  Date: 01/13/2023

  Hello,

  The buyer installed the bed in incorrect ways thus causing broken parts.
  

  We have asked the buyer 2 times to help us confirm the broken parts, so we can send replacement parts, but haven't received any reply from the buyer yet.

  Please ask the buyer to reply to help us confirm the broken parts.

  
  

  Business Response

  Date: 01/17/2023

  Hello

  We have always responded positively to solve the customer's after-sales problems.

  There may have been an error in communication, so that we did not fully solve the customer's problem. We are sorry for that.

  The customer also made it clear that we have helped him solve the problem, and there is still an unsolved problem. We have proposed a solution, but he is not sure whether the solution is effective.

  Our solution is to replace parts first if they can be replaced. If the replacement part doesn't work, we'll refund money. And our solution was first consulted with the colleagues in charge of the product.

  Sorry for the inconvenience!

  Customer Answer

  Date: 01/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18***532, and find that this resolution is satisfactory to me.  They have clarified they will be rplacing the entire bed.  Thanks for your assistance.

  
  

  *****