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Business Profile

Playground Equipment

Gorilla Playsets

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Playground Equipment.

Complaints

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

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    Customer Complaints Summary

    • 13 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:02/27/2024

      Type:Product Issues
      Status:
      Resolved
      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 Nov. 29th 2023 I purchased a playset from gorilla sold on Amazon. The item arrived Dec. 12th 2023 but it was raining too much to try to set it up. Last weekend we opened the set and started to assemble when we realized we were missing an entire box of parts. This was a large playset that was delivered on a pallet. I reached out to Amazon about the missing piece but they stated it had been too long and I needed to reach out to the manufacturer as it was their responsibility to provide the missing pieces and they gave me the contact info. I do so and a lady named *************************** has responded to my emails but is telling me I have to not only pay for the missing pieces but also the shipping and then contact Amazon for reimbursement. Amazon has already stated that it's the sellers responsibly but did give me a $200.00 credit for Amazon only products for my troubles. I have spent several hours speaking with Amazon and they are very adamant about it being the sellers responsibility. I would just like the missing pieces I've already paid for. This was a Christmas gift for my 2 yr old grandson that I would like to get finished.

      Business Response

      Date: 02/28/2024

      ******************,

      Please contact customer service to get this rectified as soon as possible. We are willing to help you, but we also need to so see what happened as this shipped from Amazon to you.

      All parts and boxes need to be inventoried within 30 days so we can address the issues then. I do understand you need a complete set, and we are willing to help. Please contact us as soon as possible. 

       

      Customer Answer

      Date: 02/28/2024

      Model # **** we are missing box number ****.
      Inside of that box are pieces;
      ****A roof board quantity 28
      ****B center cleat quantity 2
      ****C roof rafter quantity 4
      2470A trap arm quantity 1

      Business Response

      Date: 03/01/2024

      ***, please contact customer service as stated in the previous reply.  They will get this taken care of. We are not able to do this through BBB. this is something that customer service at ********************** will handle. 

      Customer Answer

      Date: 03/01/2024

       
      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.

      The company has finally sent the missing pieces and an correct assembly instructions.Thats all I ever wanted. Thank you 


      Sincerely,

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

    • Initial Complaint

      Date:01/26/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Original purchase date is November 27th 2023. Our total was $1437.39 for the Avalon with Wood Roof and Trapeze Arm Residential Wood Playset with SlideQTY 1 Item #: 5205232|Model #: 01-1081, by GorillaPlaySets. The package was delivered missing parts. The packaging was broken open with pieces falling out, upon delivery. The assembly process came to a halt when we noticed 3 missing pieces. 1x 2449 SWING ARM 90 DEGREE PLATE 1x 2448 SWING BEAM ANGLED PLATE LEFT 1x 1853C VERTICAL WINDOW SUPPORT 3.Warranty and claims on the pamphlet provided instruct us to contact the company, GorillaPlaySets. Company said they do not ship to ****** and that we would have to go through Lowes (where we purchased item). ***** said they do not stock these items individually. Directed back to GorillaPlaySet, they insist they will not cover the shipping for these parts that weve already paid for. The playset cannot be fully assembled without these pieces, therefor we cannot even use what we already paid for. GorillaPlaySets forced us to pay additional shipping of $34.60 and refused to work with *****. ***** refused to work with GorillaPlaysets. There was no way for us to get everyone on the same page and no one wanted to assist. Weve been held in limbo on our playset since delivery on December 27, 2023. At minimum, we feel the shipping charges of $34.60 should be refunded as we did not receive what we originally paid for. We want to also bring awareness to this bad business practice of businesses not willing to work with one another to sort a buying customers concerns of missing parts. Thank you for your time and consideration.

      Business Response

      Date: 02/05/2024

      Good morning **** ************** am so sorry this is happening. I would like to work with you to get this resolved on our end. The problem is we do not ship anywhere outside the lower 48, for this reason.

      We have no control over these shipments and how they arrive. 

      We are always here for parts and warranty however the shipping is not covered for ****** or ******. 

      Lowes uses their carriers (*****) to send to ******, so all damages are on them to rectify. We will and did send the parts needed for any missing, warranty or claims. 

      With that being said Lowes has your money so you will need to get a refund back to you for shipping costs associated with your order.

      Again, I am sorry for the communication issues about our shipping policies, feel free to have someone contact us from Lowes and we will explain. Maybe they will give you the *** charge back or credit your account. 

      Please feel free to contact us at any time to discuss further. 

      Thank you.

      *********************;

      Customer Answer

      Date: 02/12/2024

      The missing items we specified and paid gorilla to send, were not all correct. We did a warranty claim and paid for shipping with request of the following parts: ****, ****, and ****c.  What we received was **** (incorrect part), ****, and ****c. Were requesting the correct part be sent, per our original request and quoted shipping which we paid for.  In addition because you recommended we go through Lowes again as they have our money, we did try again. ***** rejected us again saying we need to go through you. Whats so upsetting is the fact that you, Gorilla and Lowes are refusing to communicate with one another to resolve this for the buying customer. 

      Business Response

      Date: 02/12/2024

      The parts that were not correct are being sent now at no additional charge. You were charged shipping because we Do Not ship to ******, All damaged and missing parts are being sent. **************** is asking for pictures, so we insure you get the correct part. Thank you.

    • Initial Complaint

      Date:01/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Gorilla Playset 12/19/2023. Due to the holiday month I was patient in waiting for my package to arrive. They completely did not continue to inform after switching over a second party for my delivery, called Tforce Freight. When they day arrived for my playset to be delivered there was no email, no call, no text regarding my package from either Tforce or Gorilla Playset. When I called both companies neither of them knew where my package was. Tforce had informed me that the shipping location could not locate my package when it arrived, 2 weeks prior. Gorilla playset decided to make me wait to do an investigation and mind you they didn't even apologize or send me updates regarding my issue. I had to constantly call to get any answers! It was absolutely frustrating. Horrible customer service. And still waiting on refund for the playset I never got.

      Business Response

      Date: 01/05/2024

      ******************, I am so sorry this happened and will talk to my team as well as Tforce. You will be given a refund as we have been trying as well to get Tforce to help us. I see where some emails from my team to you as well as Tforce have been going back and forth with no real resolution and I apologize for that. Per your email we will ask to have the set returned and you will receive a refund now back to your payment method used. If you have further questions or concerns, I am here to help. Feel free to contact me ************. Again, I apologize for this major inconvenience this has cause. we did not intend on this happening. 

    Gorilla Playsets is NOT a BBB Accredited Business.

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