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:03/11/2025

  Type:Customer Service 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.

  Purchased firepit from ******** ****, Napanee, ON.
  I set up an account with Sunjoy Group to register product for warranty.
  Product number not found.
  No where to register product.
  No where to write a review.
  24/7 customer support a lie.
  Product is final sale at ******** ****

  Business Response

  Date: 04/09/2025

  Dear Valued Customer,
  
  
  Thank you for bringing this to our attention. We are extremely sorry to hear about your experience in registering your item for warranty and disappointment at your end, is completely justifiable.
  
  Our back office received your email last March 11, 2025 in regards on how to register a product. They have tried to send you an email response and did several call attempts but call were only routed to your voice mailbox.  
  
  Email address: **********************
  Contact Number: **********
  
  The last email that we have on our record was sent last March 17, 2025 but still we did not receive any response from your end. 
  
  Please note that we have created a profile under ref# **********  in our system. If you have any concerns about the product, you can feel free to contact us anytime for we provide 1yr warranty to our Fire Pit.
  
  Kindly do not hesitate to reach us for any further help you need.
  
  Thank you and Best Regards,

  Sunjoy Customer Service Team

• Initial Complaint

  Date:03/06/2025

  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.

  We bought a gazebo and it collapsed 5 months later. We paid 1500$ for it. The quality is horrible and it’s false advertised. This incident could have seriously injured or even killed one of us or our dog.
  They refuse to refund the product claiming that the warranty doesn’t cover accident due to weather. However it just collapsed last night and you can check the weather in Laval , there was no storms in the past week and temperature went up above 0. So this is not weather related at all and their product just collapsed. You would expect a 1500$ product to last more than 5 months!!!! And not put you in danger like that. We thought it was a respectable company since costco sells their products. Their product could literally kill people this is very dangerous. They advertise that it can hold snow up to 3500lbs which is completely false as ours didnt even have a little bit of snow on it. We ask for a full refund please

• Initial Complaint

  Date:08/15/2024

  Type:Customer Service 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  As per request:

  10x12 Regency Gazebo DLX w/ dark brown canopy.  Item *********** **** **************

  Needed: new J1 (2), J2 (2) and even B (2) C (2) D (2) and E (2)
  
  
  
  Regards,
  
  
  
  *** *****

  Business Response

  Date: 08/15/2024

  Dear ****
  
  I hope this message finds you well. I would like to sincerely apologize for the delayed response regarding your recent issue with the defective parts. 
  
  To address this matter effectively, could you please provide us with photos of the damaged parts, along with the receipt? Additionally, we would appreciate it if you could specify which parts are needed and the corresponding quantity.
  
  Once we receive the required information, we assure you that this matter will be handled with utmost care.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  

  Chezel M
  Customer Service Team

  Business Response

  Date: 08/15/2024

  Dear ***
  
  Thank you for providing the required documents. However, it appears that the photos of the damaged parts do not match the items you referenced in your request.
  
  Additionally, to process your request fully, we need a proof of purchase that clearly shows the following details:
  1. The store where the item was purchased  
  2. The date of purchase  
  3. A description of the item  
  4. The amount paid for the item  
  
  Could you please resend the necessary documentation at your earliest convenience? This will help us resolve your request more efficiently.
  
  Thank you for your cooperation.
  
  Best regards,
  Chezel 
  Customer Service Team

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It feels I am not getting the runaround. 

  1.  The photos are the EXACT photos of the item that is faulty.

  2. I purchased the item from the same place on the receipt that was submitted, which is a closeout company named ***** ******, whose owner is ****** ****** ********* (direct number and stated he will speak with you directly to get me the right parts.

  3. The date of purchase was August 6, 2024
  

  4. Description: 10X12 GAZEBO

  5. Amount paid was $500 plus $35 tax
  
  
  
  Regards,
  
  
  
  *** *****

  Business Response

  Date: 08/30/2024

  Dear ****

  
  We sincerely apologize if you feel like you were getting the run-around. Please know that we are just following our standard process to ensure everything is handled correctly.
  
  To help us resolve this matter promptly, could you please send us a photo of your proof of receipt? Your cooperation is greatly appreciated.
  
  Thank you for your understanding and support.
  
  Best regards,
  Customer Service Team

  Customer Answer

  Date: 08/30/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Hey guys.  I understand you are following your procedure.  The reason I am stating I am getting the run around is you are asking for me to provide things I already have.  Please find below.  There is no place to attach the receipt here.  However, it was sent to: Stephanie Z****
  
  ************************* 
  Sunjoy Customer Support on both August 14 and August 16 (2024)

  The receipt attached is from the business owner, ***, who buys closeouts.  He stated, "I don't mind talking to them. If you send me all the information and what pieces you need I could try to get it for you"
  

  ?(**** ********

  Regards,

  *** *****

  Business Response

  Date: 08/30/2024

  Dear ****
  
  We sincerely apologize for any inconvenience this may have caused you. Upon verification, we regret to inform you that your request has been denied because the store where you purchased the item is not an authorized retailer of Sunjoy. Furthermore, we cannot offer a replacement of your unit or refund because, as you know, the seller does not associate with the company.
  
  Naturally, we are never pleased to know that one of our products has malfunctioned, because our goal is always to provide full satisfaction to all of our customers and because we stand behind the quality and reliability of all of our products. 
  
  Please understand that the main reason we cannot honor your request is that doing so would not be fair to all of our customers. 
  
  We understand how frustrating this can be and appreciate your understanding in this matter. If you have any further questions or if there's anything else we can assist you with, please do not hesitate to reach out.
  
  Thank you for your understanding.
  
  Best regards,
  Customer Service Team

  Customer Answer

  Date: 09/03/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  It is frustrating of course that it appears you do not stand behind your products, only those who sell them.  Thank you for your time.

  Regards,
  
  
  
  *** *****

• Initial Complaint

  Date:06/18/2024

  Type:Product 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The company has to look into the material being used for areas that receive snow. There’s no way possible that the material being used for gazebo that families entertain under all year round should be rusting out so fast that causes the entire unit to collapse when there’s an inch or 2 of snow fall. We followed the care instructions that’s provided in the package for your product. Is that why this particular model was discontinued? 
  
  
  
  Regards,
  
  
  
  *********** *********

  Business Response

  Date: 06/19/2024

  Dear Valued Customer,

  Good day!

  We have received your complaint letter and we sincerely apologised for the inconvenience caused.

  We received your complaint letter and apologised for the inconvenience. Our reviewing team is looking into your complaint, and we will respond as soon as possible with the best solution.

  Please, allow us some time and we can assure you that in future we will try to give the resolution faster.
  
  Kindly do not hesitate to reach us for any further help you need.
  
  Thank you,
  
  Your truly,
  Chezel M*********

  Business Response

  Date: 06/21/2024

  
  Dear Valued Customer,
  
  Good day!
  
  This email pertains to your replacement request.
  We just want to let you know that our reviewing team is looking into your complaint, unfortunately your replacement request has been denied. 
  We can imagine how disappointed you must have been to discover that you have a faulty product bought from us. While we sympathize with your plight. It was determined that the gazebo was purchased on November 30, 2018, which we only carry a 12-month warranty for replacement parts. Furthermore, we cannot offer a replacement of your unit because, as you know, the warranty expired. 
  
  Naturally, we are never pleased to know that one of our products has malfunctioned, regardless of whether or not the warranty has expired, because our goal is always to provide full satisfaction to all of our customers and because we stand behind the quality and reliability of all of our products. 
  
  Please understand that the main reason we cannot honour your request is that doing so would not be fair to all of our customers. 
  
  While we’re sad to see you go, we’re standing by in case you need a gazebo in the future, you may visit our website ********************************************
  
  Again, we sincerely apologise for the inconvenience it may have caused you. 
  
  Your truly,
  Chezel M*********
  
  

  Customer Answer

  Date: 06/21/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  That was the original gazebo, you guys sent me another one cause the original collapsed as well. 
  
  
  
  Regards,
  
  
  
  *********** *********

• 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed Sunjoy has either changed or superseded the numbers for my canopy. There is none available for my Moorehead Gazebo, thus I want a refund in full as well as free shipping back as their representatives referred me to this part.
  
  
  
  Regards,
  
  
  
  *** ***********

  Business Response

  Date: 06/04/2024

  Dear ***, 
  
  Thanks for writing back to us. We would like to share my sincere apologies for the delayed response from our end. 
  
  We truly understand the frustration and disappointment. Rest assured that our support team is working hard to get the issue fixed at the earliest and kept your complaint on top priority. 
  
  You can expect your complaint to be resolved within this week.  Thank you for your perseverance to deal with this matter immediately and we appreciate your efforts in doing so. 
  
  If you have any other questions, feel free to get in touch. 
  
  Thank you and Have a nice day!
  
  Chezel M*********
  Customer Service Team

• Initial Complaint

  Date:05/20/2024

  Type:Customer Service 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 replacement canopy for my sunjoy gazebo the canopy did not fit my gazebo I called sunjoy explained the situation I was then emailed a form to fill out and to upload pictures I did both I called back two days later to inquire if received the gentleman I spoke with stated that he was unable to check if received due to return is different department I requested to speak with return department he then informed me that he could not transfer me I requested to speak with supervisor he informed he that his supervisor would only tell me the same information he provided and hung up on me two days later I received another email requesting I fill out a different form and upload more pictures i did fill out and uploaded more pictures i called back two days later to inquire why I have not received return label yet I was told they will send email to return department to follow up with me four days go by no follow up I called again once again I was told they will have return department follow up with me I waited another 4 days no follow up I repeat my actions once again this time I told if I do not receive follow up to call back next day I waited two called back once again told that they will have return department follow up called back the next day was told the same thing I requested to speak with supervisor was told they have no supervisor requested to speak with return department was told could not transfer me asked how are they submitting request was told email I requested email address was told that they can not provide all I want is refund or exchange

  Business Response

  Date: 05/28/2024

  The customer ordered a replacement canopy not intended for her gazebo frame.

  A refund has been sent based on the item cost less 15% restocking fee.

  The customer can return the replacement canopy using their preferred courier.

   

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have sent this additional information.  For your reference, details of the offer I reviewed appear below.
  
  
  

  here is the parts list for the 3 chairs -----D--ring 3
  E--legs 12
  FF-- 24
  EE--- 48
  DD--- 24

   

  
  Regards,
  
  
  
  **** *****

  s company I would discourage anyone I know from purchasing from this company.

  Business Response

  Date: 07/20/2023

  Dear Valued Customer,
  
  Good day!
  
  Thank you for notifying us concerning the faulty product that you purchased from us. We are truly sorry that the item that you received did not function as promised.  We understand your disappointment, and apologize for any inconvenience that this may have caused you. 
  
  In order to get started, we need the complete copy of your proof of purchase to fully address your request. Please make sure that the receipt is clear and visible. 
  
  1. The store the item was purchased at 
  2. The date the item was purchased 
  3. The item description itself 
  4. The amount paid for the item
  
  
  We look forward to receiving your response shortly, however if you have any further queries please do not hesitate to contact us. You can also update your request via email by replying to the link below. 
  
  
  Thank you and Best Regards,
  
  
  Customer Service Team
  
  

  Business Response

  Date: 07/26/2023

  Dear ****, 

  Good day!

  Can you specify the parts that you need and qty please. We have attached the instruction manual for your reference. 

   

  We look forward to receiving your response shortly, however if you have any further queries please do not hesitate to contact us. You can also update your request via email by replying to the link below. 
  
  
  Thank you and Best Regards,
  
  
  Customer Service Team

• Initial Complaint

  Date:06/12/2023

  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 contacted them through many texts for help & they did respond the first few then nothing. It was in regards for replacement parts for the top of the frame. We got rain last night & it collapsed.

  Business Response

  Date: 06/13/2023

  Dear Valued Customer,
  

  Good day!

  
  We have received your complaint letter and we are really sorry for the delayed response. 
  We have informed our team of your request and provided them with specific instructions to respond to it as quickly as possible.
  
  Again, we sincerely apologise for the inconvenience it may have caused you and thank you for your patience. 
  
  
  Thank you and Best Regards,
  
  
  Customer Service Team

• Initial Complaint

  Date:05/18/2023

  Type:Product 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 Sunjoy gazebo in May 2021. In August 2021, three months later, I took the gazebo down due to a hurricane threat. As I was dismantling I noticed the top was already failing especially at the seams. I put in a request for replacement top and made note that if the top was of the same quality as the original top, the top is doomed to fail.
  
  In September 2021 Sunjoy sent me a replacement top. Fast forward to 2022. I put up the replacement gazebo top in May, took it down in the beginning of September, and noticed the top was failing once again after only having been up 3 months. So they sent me the same top with the same material defect as the original top.
  
  I was extremely careful to install the replacement top in May 2023. Reminder the top had been on the previous season for only 3 months. I requested another replacement top since top should last more than three months. This request was denied multiple times citing “out of warranty”.
  
  Sunjoy does not want to hear my complaint which is truly founded. I spent an excess of $600 for a canopy to last one season…actually 3 months. I have owned 2 previous Sunjoy gazebos which lasted 4-5 years each. The new tops are a definite manufacturing defect which should not fall under the “warranty period”. I have requested them to send me 2 additional tops so I can at least meet the normal lifespan of prior products. This fell on deaf ears.
  
  I was dealing with a person named Leo Zheng from Sunjoy, who is not very helpful. He kept saying I am out of warranty. I asked him to provide me the name of his manager, which was denied at least four times again, citing out of warranty.
  
  Companies need to understand that when you spend a chunk of money for a product it needs to last longer than 3 months.
  
  It appears their manufacturing process has changed from the original gazebos I have purchased.

  Business Response

  Date: 05/19/2023

  Dear Gerard, 

  Good day!

  We would like to inform you that Sunjoy approved the replacement as one time courtesy. 

  Please note that, next request will be automatically voided if the document does not align to company policy. Moving forward, 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 it’s ready.

  Thank you and Best Regards,

   

  Chezel M. 
  
  Customer Service Team

• Initial Complaint

  Date:05/03/2023

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  As stated in my initial emails to this company.  My gazebo was purchased in 2014 and I never wrote down the model #.  We have purchased several replacement canopies without issue.  

  I have sent 2 sets of photos to two of their employees; Mark and Tina of my gazebo from all angles, the new canopy and the box that it was mailed in.  I am not going do send any further photos when they already have them.  It was insulting enough to do this, to then receive an email from Tina that they approve my return after a 20% restocking fee and a $27.00 shipping fee, bringing my refund to a grand total of $22.00. Then to be told to dispose of the item?  Why would I accept charges when told to dispose of the item?  This company exercises unethical business practices and the public needs to be aware of this and purchase their outdoor umbrellas, gazebos from a different company. 
  
  
  
  Regards,
  
  
  
  ********* ******** ********

  anuel? I told her no, we purchased it in 2014. I said I am not going to pay fees when I trying to get a product from them, several more exchanges happened. Tina finally sent an approved RMA with a 20% percent restocking fee leaving $49.00 and then a $27.00 shipping fee leaving a total of $22.00 from my $102.37 original purchase. Tina also stated DO NOT SEND THE PRODUCT BACK, THROW IT AWAY. I asked her if I am not sending it back to stock why are you charging a restock and shipping fee? No answer.

  Business Response

  Date: 05/06/2023

  Dear Valued Customer,
  
  Thank you for contacting Sunjoy!
  
  This claim is now being processed with reference number ****** **********.  However, it is still on pending approval hence we need to verify some information to the customer.
  
  To ensure that we are assessing the order correctly, we’ll be asking to get confirmation about the model/item number that is stated on the 1st page of the manual. Can you check this confirm, please? You may also check the tag on your canopy, curtain and mosquito net for the manufacturers code. 

  We look forward to receiving your response shortly, however if you have any further queries please do not hesitate to contact us. You can also update your request via email by replying to the link below. 
  
  
  Thank you and Best Regards,
  
  
  Customer Service Team