Complaints

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

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  Gorilla Playsets

  166 Etowah Industrial Ct Canton, GA 30114-8016

• 

  Gorilla Playsets

  166 Etowah Industrial Court Canton, GA 30114

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:06/13/2025

  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.

  Our almost $2,500 playset was installed on May 7th, a few days later we noticed cracked wood in crucial areas and immediately reached out to customer service with emails/photos detailing our safety concerns as our 2-year-old son is unable to use the set. We have called customer service multiple times and have left voicemails with no returned call. I have so far sent a total of 13 emails to specific representatives and the branch with no response or resolution. I do not recommend ordering from this company. If you have issues, they ask you to submit a form and refuse to speak with you over the phone. I would think it prudent for the company to avoid any legal action taken if our child were to be injured especially because we have not signed any closing documents. Our child is at risk and customer service has been less than helpful so far despite following the processes they requested we use.

  Business Response

  Date: 06/16/2025

  So sorry for this. I have contacted the Branch, and they said they would be out to see about repairs on 6/18. 

  Customer Answer

  Date: 06/16/2025

   
  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.
  
  Sincerely,
  
  ****** *******

  ************

• Initial Complaint

  Date:05/28/2025

  Type:Customer Service 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 purchased a Gorilla Highpoint Residential Wood Playset on 03/16/2020 from *****, an authorized retailer. The cost including delivery and tax was ********. The playset was delivered on 04/16/2020 and I installed the playset myself. I followed all directions and applied a coat of gorilla branded sealer after installation. Additionally, I applied additional coats of sealer in the subsequent years. In March 2025, approximately 5 years after installation, I noticed that the wood contacting the ground was beginning to rot which was impacting the structural integrity of the playset. One of the selling features of Gorilla playsets is the 10 year warranty. I submitted a warranty claim through the Gorilla website on 3/31/2025 and I received email confirmation that Gorilla received my warranty claim. As of 5/28/2025, I have not received any further response. I have since called multiple times and left voicemails, but I have not been able to reach a customer service representative. I have also tried to reach out through social media, but Gorilla never responds. I have found negative reviews online for this company and this seems to be a common complaint. My dispute has two different parts: 1. The Gorilla playset customer service is unresponsive and will not reply to warranty claims in a timely manner. 2. The wood used in Gorilla playsets does not seem adequate to withstand ground contact through the warranty period. At a minimum, I would like a response from Gorilla to comment on my warranty claim. Ideally, I would like the rotted wood pieces replaced under warranty.

  Business Response

  Date: 05/28/2025

  I will be happy to assist you with this. Please email me with Pictures and your proof of purchase. At that time we will see if parts need to be replaced. We can also give you a shipping quote if the parts from the manual are sent. 

  Thank you, 

  email....************************************* 

  Customer Answer

  Date: 05/29/2025

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/25/2024

  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.

  We ordered the Empire Playset from ******* around July 1st, 2024, and was advised the estimated shipping date was July 15th - July 21st. We were advised that the playset was built on July 17th and was provided the tracking number for TForce Freight as ********* on July 18th. There has been no updates to the tracking information as of today. We offered to pick it up ourselves since we are only an hour away plus we actually went to the ******, ** location to pick up an additional piece that was purchased from an authorized dealer in ********, **, but they would not allow to since it was purchased from a third party vendor. We have been extremely patient. We have been speaking with the contact customer service at ************ to no avail. We just want what weve purchased and been waiting on. The order name is under *************************.

  Business Response

  Date: 07/25/2024

  I am so sorry for the inconvenience this has caused. I am having my shipping department ship a new unit tomorrow using the same PRO# *********. You should be able to track as soon as they pick it up. Again, I apologize for the massive inconvenience this has caused you. We will ship another on TForce. 

• Initial Complaint

  Date:07/24/2024

  Type:Delivery 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 playset through ****** Next with Gorilla Playsets on April 12th for $2,658.74. Originally I was given a timeline of 6-8 weeks for delivery and installation and was pretty quickly emailed that June 14th was the date. Then on June 3rd I was emailed that the playset was out of stock and would now not be available for delivery and installation until July 21st. Then on June 19th I received a text that my installation and delivery was canceled and I would be notified of its rescheduled date at another time. Since this I have spent countless hours on the phone trying to get this situation rectified. It seems the problem is finding a builder. I was then told an August 12th date. This doesnt work for me I am on vacation. In the fine print on their website says if we cannot find a builder in your area we will refund you and just deliver. Thats what im trying to have done now and im not getting anywhere. Now they are saying maybe 2 weeks from now. This is unacceptable at this point. I am getting pushed around from customer service reps. I have been expecting this playset all summer long and how am i to trust they will even show in 2 weeks? I dont want to wait another 2 weeks. I am extremely disappointed and frustrated for the amount of money i paid this company for this to be the treatment of their customers. ***************** is my husbands name and who the order is under. His number is **********

  Business Response

  Date: 07/24/2024

  ******, I am so sorry about this. I am checking into it now. If I can get this to you quickly, are you willing to take it? Feel free to call me ************.

  I can also cancel and refund as well, just let me know. i apologize for the major inconvenience this has caused.

  Please let me know how you want to proceed.

  Thank you, *********;

• Initial Complaint

  Date:07/09/2024

  Type:Sales and Advertising 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 playset and installation on April 2nd 2024. The first install date I was given was May 20th. On the 20th I had not received confirmation so I tried calling the installer. He didnt answer. He called me back a few hours later saying there was an employee issue and would need to reschedule our installation. I was disappointed but tried to understand sometimes things like this happen. I then got another install date of June 5th. On June 3rd the installer texted me saying we would need to reschedule again. He set the date for July 9th, which is today, the day Im writing this. I have not received a call. No text. *** tried calling the installer multiple times, left a voicemail and have not gotten a response. I tried calling customer service this morning and they just transferred me to the installer and of course they didnt answer. I tried calling customer service again and now theyre not answering. I have never in my life had such a frustrating experience with a company. I have no idea how they are still in business. I need this to be resolved immediately. The amount of money Ive paid to be run around like this for months is not okay. I want a full refund or further action will have to be taken.

  Business Response

  Date: 07/10/2024

  I am so sorry this has happened. Please provide your order number so I can do a refund asap.

• Initial Complaint

  Date:06/06/2024

  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.

  We ordered a swingset in early April, paying for both the set and the installation. They gave us a tentative date of 5/24 for installation. We waited the 6 weeks for delivery. No one followed up with us so I called on 5/20 and was told the playset was on a truck coming to us that day. It did not come. It was delivered the next day, 5/21. Several boxes and a slide. We didnt know at that time that it was missing a ton of necessary pieces. Someone called to tell us the installation would now happen Saturday, 5/25. Shortly after the builders came they told us it was missing a lot of pieces and they could barely build anything. They told us there is an app where they can request all of the missing parts and that they did check off all of the parts that were missing. Since 5/25, I have called both the Albany branch that was handling our delivery and installation and the corporate line in ** multiple times. I have also emailed two different email addresses that were given to me for customer service. The Albany branch has completely ignored our phone calls, not even having the decency to call us back. The corporate line tells they haven't even received a parts request from the Albany branch and they cant do anything. My emails are also completely ignored. Im actually shocked to see someone responding to these BBB complaints since the company seems to have zero regard for their customers. My husband and I are sick over how much money we spent for nothing and the fact that the company has horrible reviews going back years talking about how many families have been scammed by them in similar ways, waiting months for things that are never delivered and getting no response from the company. If I had seen those reviews on ******** prior to ordering I never would have given them my money. We now have a dispute open through our credit card company and we require a 100% refund AND someone to remove the useless pieces they dropped in our yard and the tiny structure they built.

  Business Response

  Date: 06/06/2024

  Can you please call me on this so I can help resolve this. 

  Thank you,

  Tara 

  ************

• Initial Complaint

  Date:06/05/2024

  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.

  We bought a gorilla playset from ********** and had put it up and it had gotten damaged from a wind storm. We contacted gorilla playsets and told us to send them an email with the parts we needed, receipt of the play set and they would get back to us in 2-3 days. I sent the original first email on 5-20-24 and no response so my husband called again on 5-24-24 and they said to give them another 2-3 business days and I sent another email that day. It has now been 2.5 weeks and I called this morning and they said it's going to be another couples days and then give her this week and then email again next week on Monday. All we need is a few boards to fix our sons playset and we can't even get an estimate.

  Business Response

  Date: 06/05/2024

  Customer service is backed up due to very high volume. I apologize for the inconvenience, and someone will be getting you a quote shortly. 

  Again, thank you for your patients with the high volume we have experienced. 

  Customer Answer

  Date: 06/05/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/17/2024

  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 ordered a playset from the company in late March. I never received the playset and have requested a refund. This has been a poor experience.

  Business Response

  Date: 05/17/2024

  I am so sorry this happened, and we apologize. Due to install demand we are behind, and I apologize for the inconvenience. We had an install date of 5/20. We will cancel and refund this order in full as requested. Thank you. 

• Initial Complaint

  Date:05/14/2024

  Type:Delivery 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 March 27 I purchased a Gorilla Playsets swingset via *********** It was showing late April/early *** delivery at that time. On April 29, I received an email from ********** stating my order had shipped to my home address (by Gorilla Playsets) and would be delivered by *** 8. *** 8 came and went, I contacted ********** who essentially pushed the problem off to Gorilla Playsets. I contacted them with no return message, contacted a second time and was told my order had in fact never shipped, and wouldn't ship until closer to my install date. The installation company has already pushed back my install date due to the delay in shipping, so you can see how we are the victims of 2 poorly communicating companies. They refuse to ship the item now directly to me for storage until the install date, and the only resolution offered was to cancel the order. As if I would cancel an order and start this drawn out, hellish process all over again. Completely unacceptable.

  Business Response

  Date: 05/14/2024

  Ms. **********,

  I am so sorry about this. I am not sure who you spoke with however I do show an Install date of 6/4 that should have been communicated with you by the installer.

  We ship product direct to the installer for him to off load and hold until your install date. This way you don't have a pallet sitting waiting on your installer to come. Also, it helps because without the install a tractor trailer will drop it at the end of your driveway. If you need further information, please call Gorilla Playsets and we will try and help.

  At this point we have the install date of 6/4 and the installer should be reaching out. If not, please let us know.

  Thank you,

  ***********************

  Customer Answer

  Date: 05/14/2024

   
  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, provided the swing set is received by the installer as planned.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/01/2024

  Type:Delivery 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.

  Ordered playset for 4.2k on March 23 ************************* 368, but still has not shipped nor any update since March 23rd on website and I filled promise on 4/19 made verbally that fell thru and was stated as not entered on 6/1 Now sitting at nearly 6 weeks with no reply for the delay or estimate. I have respectfully tried to contact their support line ending in 0272.I wish to receive product I ordered and am giving benefit of a doubt this is a point of sale issue inside, but no required communications received.The calls from my recorded which are notable (customer service was very polite but could not assist - suspect PoS issue as noted in their system but zero communication).4/5/2024 - noted shipment no sent which is outside 7-10 business day 4/12/2024 - noted shipment not sent 4/19/2024 - placed and received voicemail that order would be replaced. Called back to confirm this would be expedited shipping in April 5/1/2024 - called and confirmed no shipment and no change.5/21/2024 - my last day to contest with credit card company, which is highly undesirable.

  Business Response

  Date: 05/02/2024

  I am so sorry this happened. I did receive a call yesterday at 5pm and said that I would work on this 1st thing. I have already contacted the shipping department to get this shipped again by tomorrow. Feel free to reach out, however i have stepped in to get you your order.