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Dear Big Lots Customer Service,
I hope this message finds you well. I am writing to address several issues with my recent purchase of the Broyhill 10' x 12' San Marino Hard Top Wood Gazebo, purchased on July 13, 2024, from the Big Lots store located at 700 Blanding Blvd Ste 1, Orange Park, FL (Order Number ORD4223922686). I am seeking a constructive resolution to these problems which have led to significant inconvenience and additional costs.
Detailed Account of Events:
Purchase and Delivery:
On July 13, 2024, I purchased the gazebo from your Orange Park store with the intention of picking it up there after being advised to purchase online for a 20% discount.
I did not receive an email receipt and was informed that it would be provided upon delivery. However, the delivery on July 17, 2024, did not include a receipt.
Installation Issues:
On July 19, 2024, contractors from Ace Handyman of Jacksonville Beach began the installation but found that all hardware was missing. I contacted Big Lots and was advised by Tina to pick up a replacement gazebo kit from the store at 9625 Crosshill Blvd, Ste. 119, Jacksonville, FL 32222.
The contractors resumed work but were halted by a thunderstorm.
Further Complications:
On July 23, 2024, the contractors returned to find that the flashing provided was the same length for all sides, contrary to the instructions. Additionally, the replacement kit included parts that were incorrect in size and quantity, extending the installation time beyond the initial estimate.
By July 24, 2024, I still had not yet received my receipt via email. I called customer service and placed a request.
July 31, 2024, I received my receipt via email.
Customer Service Challenges:
Despite calling the Crosshill Blvd store July 24th and then making an in-person visit on Aug 6th, I was informed each time they were unable to assist with obtaining replacement parts due to stock issues. I was directed instead to contact Sunjoy, who then directed me back to the store. This ongoing back-and-forth has been quite frustrating.
The contractors were originally hired to work 7 hours. However, the delays incurred from trying to piece together an incomplete kit more than doubled that time and brought the final total to $3,600, while I paid $1,268.45 for the gazebo and 2-year warranty.
Resolution Requested:
Given the inconvenience, lack of adequate customer service, and the additional expenses incurred, I respectfully request one of the following resolutions:
Provision of the correct parts to complete the gazebo and a restitution of $2,000 for the extra hours our contractors spent due to issues with the parts, or
A full refund for the gazebo $1,268.45, removal of the incomplete structure, and restitution of $3,600 for the contractors' hours worked.
My family and I have had such positive experiences with Broyhill products in the past, I am hopeful that we can resolve this matter satisfactorily.
Thank you for your attention to this matter. I look forward to your prompt response.
Sincerely,
Laura K. Brunner
Claimed loss: $2,000
Desired outcome: Given the inconvenience and additional expenses, I request either: 1) correct parts and $2,000 restitution for extra contractor hours, or 2) a $1,268.45 refund, removal of the structure, and $3,600 restitution for contractor hours.
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You’ve certainly handled this situation with persistence—could've been worse if you hadn’t kept such detailed records. It’s almost like you’ve taken on a second job as a project manager just to get this gazebo sorted out. Hopefully, Big Lots steps up and turns this around, so you can finally enjoy that outdoor space without the extra drama.
We shall see. Other than an automated "complaint received" I have not had a response as of yet. No extra drama sounds delightful.