Complaints

This profile includes complaints for Sunjoyonline.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sunjoyonline.com

  1089 Tacoma Drive Rancho Cucamonga, CA 91730

• 

  Sunjoyonline.com

  27040 San Bernardino Ave Redlands, CA 92374-5023

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:05/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 purchased a Broyhill gazebo from Big Lots In August 2024, just found someone to put it together. We realized the beam connector were broke. Okay this should be a easy fix. Reach out to sunjoy under warranty to get replacement parts simple right, not at all. I thought I needed 4 pieces placed my order clearly stated in the email .After 2 week only received 2. One already broke. Okay reach out again you can't get any one on the phone and no one answers your email. I did email again and offered to pay for overnight shipping and parts if needed I just want to get my gazebo up. No one gets back to you and I believe they block you from calling. Sad because I have several products made my sunjoy. I also tried to just order the parts off the website to no avail. I almost begged for someone to help me in every email, no answer and they NEVER have a supervisor available and will hung up on you if you ask for one. I learned today I have been blocked from calling and no answers to my email. So even though I have a warranty it's unless. I don't have money to throw away when this is a eazy fix. I will reach out to a lawyer to see what else I can do. The parts can't be found anywhere else just a waste of my money. Parts needed P00050214101 6 pieces needed.

  Business Response

  Date: 05/26/2025

  Hi ******, 

  Thank you for bringing this to our attention.

  We are sorry for the inconvenice. Our team did the best that they can do to assist you with your concern. We've check your profile and its shows that you have been emailing with our representive who help and requested a replacement parts for you. 

  We understand that you badly need the replacement parts, with this we requested a warranty replacement for the parts that you need.  Part ( P00050214101 ) Beam Connector 1(8 PCS/1 ST=2 PCS). Our instruction manual stated that for your gazebo you only need 4pcs of this parts to complete the installation. Please take note of your warranty Claim number SO25012812 CUST230077 ****** Blair 

  We will escalate your claim to our warehouse to process the shipement of the parts. We will email you back to give you the delivery updates. 

  Sunjoy always aim to deliver a great experience, and we are gutted when we dont meet expectations. Thanks for taking the time to bring this to our attention. We will use the feedback to make us better and to ensure this doesnt happen again.

  Thank you,

  Mark

  Sunjoy **************** Team

   

• Initial Complaint

  Date:05/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  We placed an online order with Sunjoy for a replacement canopy on 4/30/25 for 169$. The frame of the canopy broke right after we ordered so we could no longer use the canopy -I called immediately explaining the situation and tried to cancel the order on 5/4 but she said it had shipped so I couldn’t. We received the canopy on 5/5 I reached out again to find out how to return the UNOPENED package and I was told I had to take a picture of the box for them to determine if they would return it then I could pay $27 for a shipping label and they were gonna take 15 -20% for restocking fee. I told them I can find cheaper shipping than $27 so I would do that myself and asked what the
  15 to 20% restocking fee was and what constitutes the percentage. The representative I talked to said the restocking fee is for wrong part or customer changed mind. I explained to him our reason for returning did not fall into their categories to charge for the restocking fee. I called and asked to speak to a manager to resolve the issue and see if they could make an exception. They told me there’s no managers available to speak on the phone that I had to send an email so I did that. I sent multiple emails beyond that first one and no Manager ever reached out to me.
  They received the item on 5/13 and only refunded 143.65 So withheld 15%.
  The only response about the fee was that this is their policy and I again asked to escalate and have management reach out to me with no response.
  When I took the package to USPS the representative there told me I should also not be paying to ship it back —that legally I could just refuse the package since I never opened it and they have to take jt. Since I have been unsuccessful in speaking with a manager to attempt resolution and to get the restocking fee and possibly shipping fee waived, I am asking for your assistance.
  As we know exceptions are always possible
  
  ***The address actually shows
  Woodland, CA but I could not change **

• Initial Complaint

  Date:06/20/2024

  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 ordered a replacement canopy for a gazebo. They delivered the wrong canopy and are insisting that it is the correct one. The item numbers are different. They claim that its simply a new item number. The canopy doesnt fit and it never will fit, despite their claims that the item number simply changed. *** tried emails and phone calls and keep getting a run around. They are simply wasting time in the hopes that I give up instead of taking care of the problem.

  Business Response

  Date: 06/21/2024

  Dear Valued Customer,
  
  Good day!
  
  We received your complaint letter and we understand your disappointment, and apologize for any inconvenience that this may have caused you.  We take great care to ensure that important matters such as this are properly manage, although  we strive to create durable, quality products, so on this occasion an acceptable standard has clearly not been met and we would like to assure you that the particular product you purchased was an unfortunate anomaly. 
  
  With that said our reviewing team is looking into your complaint, and created a new replacement canopy for your gazebo with reference number SO24021948. Your order will now be forwarded to our Fulfilment Team for the shipping process and your tracking information will be sent to you as soon as its ready. 
  
  Kindly do not hesitate to reach us for any further help you need.
  
  Thank you,
  
  Your truly,
  ***************************

  Customer Answer

  Date: 06/21/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:06/04/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 purchased a gazebo from ******* some time ago and recently assembled it for use. The gazebo was staked into the ground exactly as the instructions described. The gazebo was toppled over by wind and the flimsy frame is now broken beyond repair. It is beyond the warranty time for Wayfair and they suggested contacting Sunjoy. Sunjoy says they dont warranty against weather and offered no solution. The gazebo was not up for more than a few days, and theres no way a little wind should have destroyed a quality product. Sunjoy needs to stand behind their products and replace the gazebo. SKU: LKJP2807 11 Ft. W x 11 Ft. D ***** Pop-Up Gazebo

  Business Response

  Date: 06/04/2024

  Dear ******, 
  
  Good day!
  
  We are sorry that you were not satisfied by our service and we assure you that your complaint will be handled in a strict and serious way. To have it reviewed, please provide us the photos of the damaged and copy of the receipt. 
  
  We look forward to receiving your response shortly, however please do not hesitate to contact us if you have any further queries.
  
  
  Thank you and Have a nice day!
  
  
  *********
  Customer Service Team
  
  

  Customer Answer

  Date: 06/06/2024

   I am rejecting this response because:
  
  See attached photos 

• Initial Complaint

  Date:05/07/2024

  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.

  Sunjoy sent me a gazebo that was damaged and missing parts. I suspect they sent me a return. I'll get right to the point, I asked for a refund and every email I sent they replied back without acknowledging my request for a refund. Literally 5 emails of asking, all dismissed/ignored. Pretty much they gave my no choice but to keep the gazebo and receive a partial refund. After all of that they sent me replacement parts that were also damaged. This whole process has been going on for close to a month and it is still not resolved. No refund and still not a complete product. Not hearing from anyone for days. There is no option to talk to anyone over the phone. They advertise 24/7 support and that is a blatant lie. This company is an absolute waste of time and money. If I could go back I would do business with a company here in the *** that you could actually have contact with and would stay true to their policies.

  Business Response

  Date: 05/13/2024

  The customer has been fully refunded as shown on the attached receipt.

  Refund from Sunjoy Group Receipt #****-6585

• Initial Complaint

  Date:05/02/2023

  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 have had multiple issues with this company about getting the right product and getting a refund. At one point I bought an item that was the wrong item and when I asked to return it (unopened and untouched) they requested that I open the box, take pictures then box it up so it can be shipped. After doing this, they charged me shipping costs and a restocking fee of 20% I was only refunded $84 of the $139 I spent. While going through this, one of their customer service people gave me instructions about a special order for the item needed. I paid $149 for the special item but after the experience I had with the refund situation, I asked them to cancel and refund my money on the newest order. They have stopped responding to me after roughly 10 attempts. NO refund has been given, nothing has been shipped, their phone number disconnects you automatically, their live chat doesn't work and I can't get in touch with anybody. I've tried social media and at least 5 different customer service email address. They owe me $204 which is the recent $149 order and the difference in the first order that they scammed out of me. My recent order number is *****

  Business Response

  Date: 05/04/2023

  Dear ***, 

  Good day!
  

  We really appreciate you taking the time to share your thoughts with us. The disappointment and anger at your end is completely justifiable. 

  This is to inform you that we've successfully processed your refund of the amount $149.00 in your VISA ending in ****.

  You can expect to see the amount appear in your bank account in the next 4-7 business days. 

  In reference to the parts that had been delivered, you may keep it as an extra measure to our unconditional commitment to customer satisfaction.

  Again, we are extremely sorry to hear about your bad experience, we are trying our best to make returns and refunds a hassle-free experience for all our customers. I have shared your valuable feedback with the rest of my team and can assure you that this mistake won’t happen in the future. Feel free to share any other concerns with us or let me know if you need any further assistance. I will be more than happy to hear you and help you in any way possible. 

  
  
  Thank you and Best Regards,
  
  
  Customer Service Team

   

   

   

   

  Customer Answer

  Date: 05/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.