SunSetter reviews and complaints
The good, the bad, and the ugly - discover what customers are saying about SunSetter
Welcome to our customer reviews and complaints page for SunSetter. We understand that making informed decisions about where to invest your time and money can be challenging, which is why we've created this platform for our community to share their honest feedback about their experiences with SunSetter.
On this page, you'll find a comprehensive collection of reviews and complaints from real customers who have used SunSetter's products or services. Our reviews are authentic and unbiased, providing you with a complete picture of the company, its products or services, and their customer service.
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sunsetter telescoping flagpole
Complete and total junk!! Had this flag pole for less than a year and the bottom plastic bushing broke off for no apparent reason. Called SunSetter to replace the part under their 5 year warranty and was told it would be prorated at $8 plus $21 for shipping. Customer service representative and her supervisor were extremely rude. Nowhere in the written...
Read full review of SunSetterRusted Awning Components
$1300 on a rusted eyesore! AFTER ONLY 1 Year OF USE, we noticed that the center support brace on our SunSetter awning is rusting. Not only is the entire painted surface rusting, but the spring mechanism is rusting as well. The company would either SELL US $6 of touch up paint. or charge us $50 to send us a replacement WHICH MAY RUST AGAIN! "Since it still works." they said, "it shouldn't be a problem." That's NOT CUSTOMER SERVICE! DO NOT ORDER FROM SUNSETTER.
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My life is so great under a Sun Setter. I love this company. What would I do with out them?
Sun Setter Products has excellent customer service and strives to provide its customers with a reasonable resolution to most issues. If you are dissatisfied with your awning in the first 90 days, you can send it back for only the cost of shipping and handling. Sun Setter also carries a 5-year pro-rated manufacturer's warranty that covers manufacturer's flaws and defects. If it's their fault, they provide you with the materials to fix it, however, you will need to pay the pro-rated portion of the warranty if the issue goes beyond a year from your shipping date. You will also have to pay the shipping and handling for the replacement part. This is the case with most companies that ship parts of any kind. On the other hand, unlike most companies, you will not have to return the damaged part (unless it's a motor or possibly fabric). On the parts you are required to return for a warranty replacement, Sun Setter sends you prepaid labels so you don't even carry the brunt of that shipping charge.
Unlike most companies, I have found that Sun Setter stands behind their warranty (most of the time going above and beyond) and their All Weather Limited Warranty is beyond compare. For $99 dollars you can cover your XT awning or $119 you can cover your motorized awning with the All Weather Warranty. For a few dollars more you can also cover any accessories that attach to your awning for the first five years of your Sun Setter Purchase. This means if a storm destroys your awning, environmental damage such as rust or debris damage, or even negligence on the part of the owner, you can replace the structural parts of your awning for merely the cost of shipping and handling. Should you have to replace or even choose to replace the fabric in the first year, you only pay shipping and handling and in years 2-5 you receive a significant (more than 50%) discount on the cost of a replacement fabric. I have found no other warranty on the market for an outdoor product that is constantly exposed to the elements (regardless of how often you use it) to be so comprehensive in its coverage and no company so willing to assist the customer to the letter of their warranty. If you purchase a Sun Setter Awning with the All Weather Limited Warranty, most times the warranty pays for itself with just one fabric replacement as the savings are over $200.
Working in customer service myself, I have found that most times, when people have issues with a quality product such as a Sun Setter awning with a company that provides a helpful and knowledgeable customer service and technical support staff, the issue isn't the company. The issue is the customer being unwilling to compromise and demanding more than they are entitled in their warranty. I have found in my dealings with Sun Setter, that if you understand that they are not there to give you the sun, moon, and stars because you chose to purchase their product, they will go above and beyond the warranty to assist you, despite the circumstances. Sun Setter doesn't want you to be a dissatisfied customer and will strive to appease you in any reasonable way, reasonable being the key word.
Another consideration is the shipping and handling charges that I keep reading that people find exorbitant. Sun Setter insures your packages to arrive undamaged. If your product arrives damaged, it is reshipped at no cost to you. The insurance that allows this is determined by the price of the product, therefore, if you order three of something the shipping charge will triple. The next time you encounter this issue, consider asking for a supervisor and request a reduced shipping rate. Be calm but stand firm and explain your stance on the shipping charge. Most times they will adjust either the shipping or the cost of the product to appease a loyal customer.
Remember, Sun Setter wants you to be a loyal customer who knows that life is better under a Sun Setter.
We had a part break on our Sunsetter during warrenty and they would not send it unless we paid the shipping.The part only weighed less than a pound and they wanted us to pay 7.95 shipping.I could have mailed it myself any where in the lower 48 for 4.00 dollars.I think if its under warrenty why should you pay shipping when its something as this?
Thats weird because I have a sunsetter awning also and had a similar problem with my center brace, not the rusting, it was the gas shock lost its tension and i got the part completely free after having it for 2 years. Of course I was smart enough to purchase the additional warranty that covered damage of any kind. The all weather warranty. I am curious as to whether or not you had this, because most companies are not going to send out free replacements after a year or more of use.