SunSetter Products
Reviews and Complaints

If you are considering purchasing a e awning, either direct from Sunsetter, or through an authorized reseller, I ask that you please read about our experience with this company before making your final decision. As with most people, I don't typically take the time to write a lengthy review of a product, or a company, unless I have had either a really good experience... or a really bad experience. Unfortunately, our experience with SunSetter is the latter.

We moved into our brand new home in 2021 and I wanted an option for the back patio that was not the typical for our neighborhood. We priced different structures including everything from attached covers, to pergolas, to different awning options. SunSetter, being a well-known company was our first thought when considering an awning. After careful consideration of all the options, we decided that we would like the look of an awning the best, so we began the process of deciding where or how to get one.

In the fall of 2022, we called a local SunSetter authorized dealer. a representative came out and showed us the different types of awnings and fabrics that we could choose from. We told the representative that we would like some time to discuss the pricing and options available and that we would get back to them. In the meantime, SunSetter direct started running a promotion that made the same awning much less expensive. I called Sunsetter direct, and I let the representative know that I had spoken with a SunSetter authorized dealer, but mentioned that this promotion seemed to be a much better deal financially. The lady I talked to confirmed that it would definitely save us the most money. At that time I told her that we would not be able to install the awning ourselves and that I had to have some time to think about it before ordering because I would not want to get the awning and not be able to put it up. She said, no worries, we have a company that we work with all the time. She said that SunSetter customers had worked with this company for years and years and that they could install the awning for probably between $600 and $800. she gave me a phone number of this company she mentioned, and said the number was also on the SunSetter website. I inquired as to whether other customers had ever had any issues with the installation company, and she said, no, as far as she knew everyone had always been very pleased with their services. Based on her recommendation and assurance, we did ultimately decide to order direct.

After our order was placed, it wasn't too long before we received our awning. We received two massive tubes and other boxes that we put in our front foyer. I've then called the installation company to arrange a time to have our new awning installed. This is where the trouble began. I called the number I was given by SunSetter repeatedly and could never get an answer or a person on the phone. I called SunSetter back to verify that I had the correct number. I was told that it was the correct number and they were not sure why I couldn't get through. The representative from SunSetter tried to call them and got the same message. She seemed puzzled, but told me to keep trying. Over the next couple of weeks, I did periodically try again, and again, and I finally got someone on the phone with the installation company that was provided to me by SunSetter. The person I spoke to said that they had no idea what I was talking about or why I had been given their number? They said that they have not, and do not, install SunSetter awnings. Remember, this is the number that was given to me by SunSetter direct, but also the same number that was listed on the SunSetter website as an installer option throughout this whole ordeal. Even after I called back to SunSetter and let them know that this company said that they do not install their awnings, and never have, they still left that number up on their website.

At this point, we were in a bad spot, because we were not capable of installing the awning ourselves, and could not find anyone locally that was able to do it. I called SunSetter back multiple times, as I was extremely frustrated with these huge tubes sitting in my foyer All through the holidays and into the new year. There was never any solution, and the last representative I spoke to at that time basically said, well, it's not that hard... you guys should just put it up yourselves. I'm sorry, but we did not pay thousands of dollars to be put in the situation.

After the dust settled from the holidays and the new year, we called the SunSetter authorized reseller that we originally talked to back in the beginning, and asked them about installing the awning. The representative I talked to there was obviously upset that we did not buy from him. He said this is why you buy from us, and was not keen on helping us. Ultimately that company did agree to come down and put it up, but for an extremely exorbitant price. In the end, we ended up paying much more than what we would have if we had just gone through the authorized reseller from the beginning. I feel like we were bamboozled by the SunSetter direct representative and basically talked into going with the direct order which ended up costing us everything. I also feel like that representative either didn't know, or even possibly outright lied, about the company that she said SunSetter direct buyers had used for years and years for installation. If this was where the story ended, most likely would not be writing this review...

After the installation of our awning, the wind sensor never worked correctly. We were working with SunSetter customer service to try and resolve that issue, when a matter of weeks after our awning was installed, the motor also quit working! After many calls to SunSetter technical support and customer service, and walking through all of the steps to reset the remote, it was determined that the motor was bad. So now we have a bad wind sensor, and a bad motor, all within weeks of having this brand new awning drilled into our brand new brick home. What a disaster! They agreed to send out a new motor, which we received some weeks ago. This motor is not something that we can replace ourselves. I called SunSetter direct and ask them about the installation, and they were extremely unhelpful. They said we could follow the directions on their website and install it ourselves or we could pay someone to install it. Are you serious right now? Why on earth after all we had been through already should we have to pay for the installation of a motor that only lasted a handful of weeks? No matter how many times I called Customer Service , or who I spoke with, they all kept with the same line of it is not in their warranty to pay for installation, only to cover the part. It's a $50 part! We have not been able to find anyone able or willing to install this new motor. I went back to the authorized reseller who installed the awning, and they said they had no responsibility to us, because we did not buy through them, and that if they came out to install the motor, it was going to be around $1200! The final representative that I talked to at SunSetter direct said it was not their policy, but they were going to reach out to the authorized reseller and see if there was any way they could "work something out" with them to come and replace the motor, but that they do not pay anyone to do this. So I am assuming they were going to try and work out some kind of kickbacks or materials to make it worth the authorized reseller's time. Apparently this option failed as I got a couple of emails from SunSetter direct today suggesting there had been no progress. One of the emails was a form letter, basically going over all the steps to reset the remote as if we had not already been there months ago.

I called SunSetter customer service back today for the last time. I let them know how disappointed I am in their customer service, and their company as a whole. I further told the representative today that I would be posting my review any place where somebody might even remotely be considering purchasing one of their awnings. This has been one of the worst experiences I have ever had with any company, ever. This awning was very expensive. We literally could've bought a used car with that same amount of money. Or taken a very nice vacation overseas. I don't know if their products are generally this unreliable, or if we are an outlier? I asked the representative I spoke with this afternoon if he felt like this was OK that we were being treated this way? I asked, seriously, person to person, on a human level, do you think it is fair that we are out this kind of money and that the company you work for is unwilling to make this right? Of course, what could he say? It's not his fault, and it's his job to stick to the script... "he understands how frustrating this must be for us." No, I don't think he has a clue!

When did businesses in America quit caring about their customers? We were not coming to them begging for something that we did not deserve. We have been shafted and misled all the way through, and they literally couldn't care less. I hope no one ever buys another awning from them, and that they go out of business!

Customer service and product reliability 0 of 10 stars. Do NOT recommend!

sunsetter customer number [protected]

There are many LOCAL awning companies that are good and better than sunsetter willing to do whatever it takes to earn your business, do yourself a favor; support your local awning company and save yourself the bad experience and the unnecessary waste of time.

Sunsetter marketing is the best in human history, nothing else from this company is good.

I ordered 2 awnings and together with it I waited my 8 weeks to receive them. After waiting the 8 weeks the order was missing 75% of the pieces, basically they just sent the lateral arms.

According to the shipping company, sunsetter didn't send the awnings as they supposed; sending only 4 boxes with some hardware.

I spoke with a sunsetter representative explaining the situation and learned that it will take several business days for them to investigate and then another 6-8 weeks to receive the missing parts.

Of course, as I still have a little decency and respect for myself, I canceled the order and initiated a return for the few pieces of hardware I received. Now I have to deal with a return and wait until they think it is ok to return the payments I did.

If this were the only awning company, I would understand. But there are many awning companies in my city willing to do whatever it takes to earn my business. Lesson learned!

Sunsetter does not stand behind their products, and the warranty offered is effectively meaningless. The warranty states five years of coverage, however there is no way to contact Sunsetter directly, only a contract call center service that handles their "technical support" calls and emails, and they will not provide any service. Our awning, still under warranty, has a defect that needs to be repaired, however all the "customer service" call center will do is try to have the me as the customer diagnose the exact problem (i.e., which part needs to be replaced) and then send a part. We purchased the awning and had it professionally installed, by a company that no longer installs or services Sunsetter products, and now it has failed. I am the paying customer, not a trained awning technician. Terrible customer service and support, and a useless warranty.

I ordered an awning from their local representative. They took a $3000 deposit in mid-June . It's now September, and I still lack my awning; the rep is unresponsive. They blame COVID-related delays but offer no details or resolution timeline. I'm considering small claims court for a refund. I advise against purchasing from this representative or Sunsetter.

One of the worst businesses that I have ever dealt with! I purchased an awning in May. They overcharged me and then it took over a month to ship it. The awning somehow got lost during shipping and a trace was put on it but it was still never located. I requested a refund and to this date, I am still waiting for my full refund. They also told me I would need to pay a restocking fee for something I never received! Every time I call them, It takes 20-45 mins to get a customer service rep on the phone, they refuse to let you talk to a supervisor, constant excuses, constant changing information and misinformation, never any follow-through etc. I've been told someone would call me back several times, but no return phone calls. No replies to my emails. Someone finally called me back today after countless hours on the phone, many messages and emails and she was very irritated and confused about my refund and when I tried to explain it to her...she hung up on me! Deplorable business practices and deplorable customer service!

Received a mailer with an offer for 6 "free" items and pricing. Called in to ask 2 questions and gave the promo code to place my order. The order was totaled up and was about $1000 more than what I calculated from the mailer. I said I needed to re look and make sure everything I picked was correct, which it was. The lady said she would be calling me back. Its 3 hrs and I still have not heard back. I went online to place the order and I entered the promo code and the pricing was 96 dollars more than the mailer. I started an online chat with *** T who told me that I would need to mail in the order form to receive the pricing in the mailer. I told him the mailer said I could go online, call or mail in the form to get the pricing. I asked why does it tell me that pricing but he is telling me something else. He said he couldnt help me and to call a 800 number and ended the chat without any further convo asking if I was done or was there anything else. I then called back and asked for help and they said someone would call me back.

My awning arm broke, which snapped the other arm off of the main bar. I called SunSetter and was on hold for over an hour. They told me to send pictures, which I did promptly and said they would contact me within 8-10 days. I never heard from them. I called them back multiple times, but couldn't remain on hold long enough to get through until now. After waiting over an hour again, I got a person that said they never received my pictures. That was not true as I got the bounce-back email saying thank you for sending a mail. Now they do not want to replace the entire awning. They want to send pieces and require me to put it back together. They want me to pay for the shipping cost as well. It is a failure of their product that could have seriously injured someone if they had been standing under the awning. The arm snapped in 2 and fell 20 feet to the ground! I am shocked that their service is so lousy currently and that they don't stand behind their product. They tried to say that the wind must have been too strong, but I recorded the top wind that day in my area as being 14mph. Not a very strong wind.

Called to speak to someone 9 days ago and the person who answered seemed annoyed and became rude. when I pointed out that she was being rude and non empathetic to my concerns she then became sarcastic. I had expressed that the awning was rolling up off center, and how I paid alot of money for it, and how the first awning was lost in shipping. She did not pick up on my frustrations, instead, she mockingly read me the instructions step by step on how to fix the issue myself, repeating "sir" over and over letting me know I could do this at no cost. When I asked to speak to a manager, she put me on hold for 15 seconds and returned to tell me that every manager was busy. Fyi...the customer hears, we are all too busy and youre not important enough to even take a message and call me back. So I sent an e-mail and received a canned response that someone would get back to me in 2 to 3 days. Their e-mail stated they tried several times to call me but could not leave a message. I checked all missed calls and none of them called Sunsetter back. I have several homes and multiple building site business and Sunsetter may not care about building recurring relationships with customers or repeat business or referral business, so be aware of this when deciding on where to buy. I will never buy another one of their products.

We ordered a replacement awning after our first one expired after ten years use. Happy with the first prioduct. The replacement was the wrong size (1 foot short width) with the wrong end flap (should have been wave cut but they sent straight), and it was packed folded instead of rolled which caused unsightly ripples in the fabric. Since Sunsetter is an industry leader we expected them to acknowledge their mistake and make it right...but no. We spent $200 for installers to take our old awning down and put the new one up, only to find the companys mistake. When contacted, customer service said they will send us a new awning *** after receiving their mistaken one back. This we will have to spend another $200 for the installers to remove it. Then, and only after receipt of the erroneous sized awning, they said they will ship us the correct product. We will then have to spend another $200 for the final, hopefully correct installation. Thus we will have three installations to get the product on our house and it is all Sunsetters fault. Yet, while acknowledging their mistake, they refuse to offer any recompense for our loss and refuse to pay for any of our expenses incurred because of their mistake. THIS IS *** HOW AN *** OR RESPONSIBLE *** OPERATES!I am a retired attorney and I am so *** off that I may well take them to small claims court to recover my loss and so they can pay to send corporate counsel here to defend their horrendous customer disservice.

Absolutely terrible order process!On May 29 I phoned an order based upon information mailed to me in one of ***'s mailers. After some confusion from the associate we finally were able to agree upon the pricing including all of the incentives, price reductions and additional "free" articles offered. My ordered totaled approximately $4700 and I was told to expect shipment in the early part of July . I received an email later on the 29th confirming my complete order and supplying me with an order file number. On June 1 I called back wishing to modify my order to reflect the "5 payment option" shown on the advertising flier with which the order was placed. I was told that this would not be an issue and that my initial 20% deposit would be applied to my credit card information which had been provided on the 29th two days earlier at the time of shipping.On July 6 I again called customer service to inquire as to my order status. When I supplied my order file number and the associate looked up my file I was told that my order had been cancelled on June 1! After the initial shock I pressed for further details and was told that the records did show my request for the "5 payment option", the cancellation at the same time and then that *** HAD SHIPPED *** DAY! I should add that no email was received informing me of this cancellation. At this point I requested to speak with a supervisor and was told the supervisor was busy so I asked the associate to have the supervisor call me in order to discuss the situation and to assure me that the credit card info previously supplied was secure. Today is July 7 and of course no one has seen fit to call me reference this mess. I was told prior to my order that there had been issues with ***, but unfortunately failed to heed the warnings. I cannot in good conscience recommend that anyone try to do business with such a poorly operated business. I can only imagine the level of service available to a customer AFTER these people have your money.

Enter at your own risk! Here's our story. We needed to replace the fabric on our Sun Setter Awning. Went on-line to find the nearest "authorized" SunSetter dealer. It led us to a company called "*** Awning" located in Sandwich, . When you call the business, you get the "answering service". Left numerous messages, but no one returns your calls . Out of frustration, we decided to directly e-mail the "SunSetter" Company (***, ) and request their assistance. I informed "SunSetter" of the difficulty we were having trying to get one of their authorized dealers ("PRO Exterior") to call us back. Within 24 hours of e-mailing "SunSetter", we finally received a call from *** of "PRO Exterior Awning". The date was (April 6). We expressed to "PRO Exterior Awning" exactly what we were interested in purchasing ("fabric replacement" w/installation). *** quoted us a price, to which we agreed, and told him to proceed with the order. The very next day we mailed a check to "PRO Exterior" for the full amount ($1,280). The check was cashed & cleared by our credit union on (April 13). Fast forward to May 13. We placed a call to "PRO Exterior" to find out the status of our order. *** confirmed that the replacement fabric had arrived, but that he was "swamped" with work. He said he would call the following week with an update. Guess what? He never called. TODAY IS JULY 17TH. This makes it makes it more than (3) months that "PRO Exterior" has been in possession of our money. Furthermore, the last communication between my husband and *** was on May 13th. No one is returning our calls. Once again, we decided to reach out to SunSetter for assistance. We expressed our dissatisfaction regarding the business practice of "PRO Exterior". We informed "SunSetter" that as an "authorized" dealer, "PRO Exterior's" lack of communication has been unacceptable, unprofessional and shows poor business practice. We don't care how "swamped" PRO Exterior is with work, at least have the *** to return a "paying" customer's call. We treated PRO Exterior fairly by sending out the check immediately, unfortunately, we have not been given the same courtesy in return. "PRO Exterior" wasted no time cashing our check ($1,280) (3 months ago), and we are still without our replacement awning. The worst aspect of this entire ordeal is that *** from "PRO Exterior" has not reached out to us in over (2) months with any type of status update as to when we can expect to have our replacement fabric installed. Disgraceful. Please folks, don't do it. Find another company to invest your hard-earned money in. I'm sorry I didn't read the reviews before giving my money away. You've been warned!

This is a terrible company. Upon receiving a big packet of marketing material in the mail, advertising great promotions I responded to the offer. I contacted them. They contract with a rep in my area called ***less and told me to call him to purchase and perform the work. The rep had no problem calling me back right away and scheduling an appointment for a sale. On June 2, they charged my card for a new fabric cover, LED Lighted awning bars, and a new motor. It has been almost two months (about 1 month and three weeks) and with summer almost over, I still do not have my awning. I have repeatedly called Sunsetter over the past month to get an update on my order. The hold time for the phones is about two hours. If you put yourself into the cue, then they call you back which, somehow, mysteriously always manages to go straight to your voicemail with a message that says we tried to call you, please call us back. If you send them an email, you receive one back that says, "we know you are anxious to receive your awning and we are working hard with production and have been slowed down with COVID." I got in touch with someone today and I asked to speak with a supervisor. The phone rep told me there was no way of contacting a supervisor from her floor position and that she would have to leave a message and they would call me back. I told her they had until 3 PM to call me or the order would be canceled. It is 3.30 PM and surprise, no one has called me back. I also asked for the supervisor of the company they contract with - *** less and no one there will return my phone calls either. I initially got in touch with the ***less rep about all the problems. After an extensive text thread where he even came to my house, he claimed he did not know who I was. As one of his clients, he did not bother to program in my number and record my name. He also told me he had no way of tracking down my fabric. Basically he is being paid to be the middle man and had no way of getting information from Sunsetter. What's more is they are advertising extensive promotions. Yet, their phone voice messages state, they are having trouble keeping up with the demand due to COVID. Well, I ask myself, then why are you pounding customers with promotional advertisements you can't keep up with and charging peoples' cards two months in advance of orders that are still not here? furthermore, they are advertising several specials that they don't honor. I received glossy brochures advertising a free color changing mug and an awning cover. My rep did not know anything about this. He said he would check with the district manager and get back to me. He never did. Also, they have other ads enticing you in - "Save $500 when you upgrade to a new motorized awning". I was told that was for a new awning. Meanwhile, I purchased a new motor, new awning cover, and new lighted awning bars - so what qualifies as a new awning? I finally canceled my order today after no one could tell me where it was and every phone call attempt was two hours. I have wasted so much time with this company. The whole summer has gone by and still no awning. I can only imagine if something went wrong, what it would be like to discuss a warranty issue. I will see if they refund my money as requested. If not, I will have to get in touch with my credit card company.

Absolutely the worse experience I've had in over 30 years. Bought a 12' awning through Coscto.com on June 4, 2023. Arrived some 6 weeks later.

Took 3 times to get the delivery to work, and while installing it realized that the wrong hardware as included. So I had to buy some additional lag bolts.

Then once it was installed no amount of tweaking per customer service directions to the web site helped to stop the awning from banging when closing, actually chipping the paint.

I've spent over three hours on the phone with their customer service people, sent pictures twice...starting on 8/10 now 7 days later no resolution, just customer service walking me through adjustments, that do not work!

It seems like the brackets that are attached to the front bar were not set correctly at the factory, but no one can give me those settings.

They will exchange it but I need to find suitable packing, they told go to a carpet store to get a tube...are you kidding me!?

I reached out to Costco let's see what they have to say...I will never do this again. And this from a prior owner of a Sun setter awning.

I am writing this letter to make sure you are informed of the issues my husband and I are having with your company to obtain all the products we ordered but have yet to receive. I am very disappointed in this company after hearing that the product is very good, (which I have yet been able to confirm), but as of today writing this letter I can confirm that the customer service of this company is very poor, to say the least.

Recap our experience with his company is as follows:

Placed our order for a motorized SunSetter Awning on April 29, 2023, as you can see from the confirmation email listed below:

Dear name removed for privacy

Thank you for placing your order with SunSetter Products. Please print this page for your records.

Order Date: 04/29/2023

Your Customer Number is: [protected]

Ship To Address: address removed for privacy

Your order includes the following items:

Qty Description Price Discount Net

1 16 FT SunSetter Motorized Awning $3,767.00 $350.00 $3,417.00

Bracket Mount : Soffit

Motor Mount : Right

Projection : 10.2 FT

Frame Color : Cream

Fabric Color : Fog Stripe (Acrylic)

1 Valance Straight Cut $0.00 $0.00 $0.00

1 Patio Lights (set of 6) $137.00 $137.00 $0.00

1 Weatherbreaker Front 16FT $234.00 $234.00 $0.00

1 Wireless Wind Sensor - Cream $279.00 $279.00 $0.00

1 Cover 16FT, Lateral Arm - Soffit $115.00 $115.00 $0.00

1 WB Side - 10' Proj. - 12-20 Regular $234.00 $234.00 $0.00

1 All Weather Remote (Multi-channel) $98.00 $0.00 $98.00

1 Replacement Sunea Plug-in Cord 12FT White-2022 $47.00 $0.00 $47.00

1 Cleaning/Maintenance Kit - Acrylic Fabric $66.00 $0.00 $66.00

_

Sub Total $3,628.00

Miscellaneous $0.00

Shipping $278.00

Sales Tax $339.23

_

Order Total $4,245.23

Soffit Brackets

Your soffit brackets must be installed on your overhang, into rafters, or other structural members that are flat and level. If your awning will be installed on angled rafters, you may want to consider purchasing the Optional Rafter Adaptor Brackets. Please call us for more information on the Rafter Adaptor Brackets.

Changes to your order

Please call us within 24 hours of placing your order to request any changes.

Payment

Payment Plan: Deferred Payment Credit Card

Your first payment will be $849.05.

There will be 4 additional payments approximately 30 days apart.

Your first payment will be reserved on your charge account and will be settled upon shipment. If using a Debit Card, please ensure your daily limit will allow for your payment amount and that funds are available for your purchase.

Your order total will be reserved on your charge account and will be settled upon shipment. If using a Debit Card, please ensure your daily limit will allow for your payment amount and that funds are available for your purchase.

30 Day Trial

Try your SunSetter at home for a full 30 days. If you're not completely delighted with it in every way, simply send it back and we'll refund the purchase price, less shipping, and a 10% restocking fee. Applies only to products purchased directly from SunSetter. (Click here for Terms and Conditions)

Delivery and Order Tracking

Your order will be delivered to you within the next 3 - 6 weeks. You will receive a shipment notification email from us when your order ships that will include tracking information.

If you would like to check the status of your order, use your customer number listed above to access our online Owner's Corner at ownerscorner. sunsetter.com

Warranty

The regular 5-Year Limited Warranty that comes with your awning covers defective materials and workmanship in your awning for five years, on a pro-rated basis. But our optional All-Weather Limited Warranty gives you extra protection and peace of mind. It warrants 100% of the awning frame against any damage, for any reason, including wind and weather for five years — with no pro-rating. It also lets you replace your awning fabric for any reason (weather damage or just because you want to) during those five years for less than half price! Add it to your order today at www.sunsetter.com.

Additional Products

There are additional SunSetter products available to enhance your outdoor living experience. Visit us at www.sunsetter.com to see for yourself.

Customer Care

Remember, your satisfaction means a great deal to us. We'll do everything in our power to see that you are happy with your SunSetter purchase.

Please do not hesitate to contact us by email at [protected]@sunsetter.com or call our Customer Service Department Toll Free at [protected].

Enjoy your SunSetter Product!

Sincerely,

SunSetter Customer Care

[protected]@sunsetter.com

We started to receive the product on 5/16/2023. My husband’s first day off was May 26, 2023. As he began to unpack the product to install, he identified the wrong brackets were sent. As you can see from the confirmed order above, I highlighted that we ordered the soffit brackets, but what was delivered was not the correct ones. We were also missing the Sunea Plug-in Cord 12FT White-2022. My husband immediately called the customer service number. He was told by the representative on the phone that she agreed that we did order the soffit brackets but what was shipped was incorrect. She told my husband she would expedite the process and send us the correct brackets; it was also stated that we should receive them within 5 business days. She also stated that the warehouse was moved to McLean, TX, and that this could cause a delay. Note, this issue is not the customer's issue to have to deal with, except it is negatively affecting us.

After waiting the 5 business still no delivery. Still could not install the product, we are now paying monthly for.

June 5, 2023, I called and spoke with Thomas, explained the situation and my dissatisfaction with the service. Thomas apologized to me and stated that the delay was due to the changing of warehouses. I stated that was not my issue, that the issue was mismanagement by the upper management of the company and that I would like to know what SunSetter was going to do for me. Thomas again apologized and stated he would have $250.00 dollars taken off our final payment and he would expedite the shipment for the correct brackets.

June 20, 2023, still no brackets, but we paid our monthly payment, yet we still can not use the product due to an error caused by SunSetter. Called again and this time spoke with Sarah. Again, explained my situation and dissatisfaction. Again, I was apologized to, and it again was stated that the delay is due to the changing of the warehouse. Again, I stated that this was not my issue, and I would like to know when I would be receiving the correct brackets so we could install the awning. Again, I was told they would expedite the shipment to get the correct brackets and 12’ cord to us. I asked to speak with the Supervisor only to be put on hold for 5 minutes and then to be told the supervisor was on another call and to tell me that the Manager from another warehouse is now at the new one in Texas and they are getting items together to process shipments, not that they were already processed, but they were getting ready to process. So, all the “expedited” requests were ignored.

My question to you, if you were the customer how would you feel about all of this, and still be obligated to make the monthly payment on a product you cannot use? What would you do if all you got was excuses for the error and apologies? Would you feel seeing the company did not fulfill their obligations timely, but you are fulfilling your obligations by making your monthly payments, that the company should give you a much larger discount than 250.00, (the discount is assuming that it will be honored)?

Mr. Eilam, I am a very honest and trusting person. I was born and raised in retail. My parents owned a corner grocery store and taught their children to always treat the customers with honesty and respect. My question to you is how do you want your customers to be treated? Is it the customers’ fault that the change to the new warehouse was not handled properly? One more thing my parents taught us is that the best advertisement is word of mouth, but it can also be damaging if the customer is not treated properly. It moves via word of mouth, very fast, and can turn one, two, or more customers away from your company.

In reference to the missing product - Replacement Sunea Plug-in Cord 12FT White-2022, I received the following FedEx notifications stating that this product was being shipped, all state pending, and have yet to receive this product, which again I could not use the awning to function the way we would like and purchased for.



I hope when you get this letter that you actually read it and that you can understand our frustration and disappointment with your company. Also, you can find some resolutions and compensation

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Customer Number [Redacted]. Ordered awning on 6/24 during promotion for front and side weatherbreaker, awning cover, light kit, cleaning kit, and free grill. Awning shipped on 7/27 and is out for delivery now, almost 3 weeks later on 8/14. Side weatherbreaker, upgraded aluminum awning hood + hood end plates, and grill have still not shipped. I do not care about the grill or weatherbreaker, but our installer will charge us more if he has to come back and install the aluminum hood. I started calling Sunsetter the week of Aug 3rd twice, and the week of Aug 10 twice. I talked to 4 different people. I was told the hood was now in stock but not the hood end plates, and I requested the hood be shipped out immediately without the other items all 4 times, since our installer said the hood could be installed without the end plates, which can be installed later. I had a commitment from the service rep on the last 3 calls to send a note to the shipping department to get it sent out. Still no shipping info on the hood as of Friday 8/14, and no recourse from the customer service number to escalate to another person to get the hood shipped out. Customer service appears to be people working from home with no interaction with Sunsetter people in positions of authority that can get things done. Very poor customer service. Purchased awning through a dealer, which apparently is their largest, but customer service with this company is even worse and I have needed to attempt to deal with Sunsetter directly.

On May 15 I ordered a 14 ft. Manual Awning, and 2 accessories - a 14 ft. plastic Cover, and a Side Weatherbreaker panel. With a $450 coupon, the total was $2240.13, which was not easy to afford, for my wife and I are seniors on a fixed income. All items were delivered on 06/24, and we decided that the accessories weren't really necessary, and were overpriced, so we arranged with SunSetter customer service to return the cover and weather panel, at our expense ($55), for a refund of $319.25. *** confirmed delivery of the accessories back to *** on 08/13, and I've been waiting for the refund ever since. I have called SunSetter Customer Service numerous times (09/15, 10/13, 10/20, 10/26, and today). Each time I call, there's a different reason for the delay in issuing my refund. On 10/13, I was told the refund will be issued in 7-10 days. On 10/26, I was told the statements were on a 30 day cycle, and that I would receive the refund that day. On 10/29, I spoke to *** who told me he can't see the refund in the accounting dept. system. When I asked for the accounting dept., he said he couldn't transfer the call there. When I asked to speak with a supervisor, he said I could not speak to one today, but I could request a callback by one Monday, November 1. I am simply fed up with SunSetter customer service. The products the company sells is fine, but the service is awful when a customer is due a refund. They seemingly want to keep my $319.25 until I give up. But I won't ever give up, I'll fight them for every last penny!

I ordered a 12' Sunsetter Awning originally on 6/06. It was shipped out by ***, which is their primary agent, on 6/20.All was good until I noticed my freight stopped moving in *** and sat for 8 days before I started the process of trying to get it moved along. After many calls, emails, complaints to Sunsetter and *** my freight finally arrived in *** on 7/2. Got the call that morning informing me that sorry, it wasnt on the truck and is considered lost and an investigation will need to take place to find it. Still waiting. Sunsetter did agree to replace my order and shipped out a new one on 7/10 less the aluminum hood which is backorderd I guess. Nobody told me. Tracking new order, it has now stopped and sitting in *** for the last 72hrs. Contacted again, Sunsetter and *** and again am gettting the runaround, being told exactly the same things I was told on the original shipment. This is beyond ridiculous. One would think that if Sunsetter is shipping having issues with ***, then get another shipper. After so many calls and emails, I am about done with this process. by the time I ge the awning, if at all, summer will be more than half over, and frankly the whole excitement and joy we had upon ordering and spending a significant amount of money has now been ruined. the only card left I have to play, which I really would rather not, is that we purchased this thru ***. 1 call to them and this ordeal will be done and our money refunded. I'd rather not, as we just want what we ordered. Like yesterday.

I purchased 2 awnings. One of the awnings arrived the the awning motor installed upside down. This causes the power cord to come out of the motor form the top. Page 18 of the instruction manual refers to the importance of not allowing water to enter the motor. With the cord on top, there is nowhere else for the water to go. The last page of the manual says "We hope that your Sunsetter product has arrived in perfect condition..." "If you still have questions, or need assistance from our Customer Service Department please call.." I called and was told they could send me instructions on how to fix the MANUFACTURING ERROR. I told the Rep that I did not have the ability to do the repair. I was then informed that the warranty only covers the part and that I would need to pay someone to come and perform the repair. When I expressed my disappointment in that answer and asked to speak to a Supervisor, I was asked to "hold while I see who's available." I was promptly hung up on. I called back and wanted to speak to Sales figuring maybe I could get someone there to give me guidance. When I got finished telling my story, I was quickly told "that's a Customer Service problem" and was promptly put back in to the voicemail maze. I understand what the warranty covers. However, I did not receive the product in "perfect condition" and think it is only reasonable that Sunsetter take care of their mistake at no cost to me. I'm sure that in a couple of years when the motor fries, I will be told that it is not covered because "water got in the motor." Please give me a call with any questions

Ordered a Sunsetter awning in March, waited a long time, it got lost, and was stuck in a truck for weeks. It arrived on a Friday night without paperwork. Later, they tried to schedule another delivery, which I refused since the awning was already installed. They called again to deliver a third awning, which I also refused. Then, they sent an extra box of soffit brackets. Communication with the company is futile; they don't understand that we don't need the additional items. They erroneously charged a restocking fee and fail to grasp my explanations. Attempts to resolve this included lengthy phone waits and hang-ups. They persist in sending items and expect payment for their mistakes. Their service is subpar, and I wouldn't recommend them. Despite promises, a complimentary rug from the initial order never arrived. They sent an unwanted grill, which we sent back. I'm seeking compensation for this five-month ordeal, such as waiving the last payment.

On May 15th, I called SunSetter and I purchased a SunSetter awning : Your order includes the following items: Qty Description Price Discount Net 1 12FT Sage Fabric-Model 1000XT $1,484.00 $350.00 $1,134.00 1 Hardware- Model 1000XT $0.00 $0.00 $0.00 1 12' Roller Bar Assembly-XT $0.00 $0.00 $0.00 1 XT Cover 12FT $114.99 $114.99 $0.00 1 Overhang Mounting Adapter Kit - Qty 5 $85.00 $0.00 $85.00 Sub Total $1,219.00 Miscellaneous $0.00 Shipping $61.95 Sales Tax $78.93 Order Total $1,359.88 As of 6/06 it shipped and is currently stuck in ***.. at a UPS facility. While tracking my shipment I noticed that there was no movement so I called SunSetter to get updates. They gave me the run around and said it was on one of 4 trailers getting ready to ship to ship to my address. Well that was over a week ago and the customer service rep *** has no idea what I can expect, nor is there any supervisor to speak to. He was basically unhelpful and had no information as to when I can expect my awning. So I decided to cancel this "order" and want my money back. Well, *** said he cancelled it but has no idea when I will be refunded or if they will charge me a restocking fee and shipping costs... This is ridiculous! I don't have the item I paid for. No info as to when I would have that item, no one at SunSetter can tell me anything. He refused to give me corp number to SunSetter and I am flabbergasted as to the lack of knowledge, of the customer service dept ability to help resolve this mess. I have mad numerous attempts to be understanding and I am frustrated with the company.

I've been in my home for 18 years and have never considered buying a Sunsetter awning until my elderly mother came to live with me last year. Due to her health issues and medications, she is unable to sit in the direct sun without getting dizzy and sick. I decided to buy a Sunsetter so that my mother would be able to supposedly sit on the deck under the shade whenever she wants to without the threat of getting sick. I ordered the Sunsetter through one of their dealers on 6/19 and apparently the order did not go in until 3 WEEKS LATER ON 7/10. I called Sunsetter on 8/25 because I had not heard from the dealer and was still waiting on my awning. I was told that the awning had been shipped and the dealer had it since 8/7. I called Mr. (the dealer) and wanted to know why I hadn't been told that the awning was in. After hearing "I thought I called, I should've called, I called everyone else," I was then told that I was in the pile of customer with "issues" because the hood and brackets did not come in with the awning. I was upset because I should've been told that it had been sitting in the office for almost a month without my knowledge and to find out it wasn't complete. Mr. called on 8/26 to let me know that he found another dealer that had extra brackets and they could come and install it on 8/28 without the hood. Once the hood comes in, someone will come and install that. The Sunsetter provides NO SHADE! At no point in the day starting from 7:00 am until 4:00 pm can my mother and I sit on the deck without sun. There's no difference that what I was doing before--going out in the evening after the sun sets. The Sunsetter is a scam and doesn't provide my mother with the protection she needs for her medical condition and I want them to come and get this thing off my roof.

On August 30 I ordered an awning to replace one that was damaged in a wind storm on a piece of property we were selling. On September 9th the buyers decided against the Awning and we contacted Sunsetter to cancel the order. We were able to return the awning without it being delivered. According to their published refund policy they state "Try your SunSetter at home for a full 90 days. If you're not completely delighted with it in every way, simply send it back and we'll refund the purchase price, less shipping and a 10% restocking fee." The purchase price was the subtotal for the items of $2,578.99, plus shipping of $49.00, plus sales tax of $183.96. They refunded 10% of the subtotal (90%x$2,578.99=$2,321.09). They ignored the sales tax of $183.96. When I first contacted them I was told that it was their policy not to refund sales tax. However, no where in their policy (either online or in the invoice) does it mention retaining the sales tax. It only notes that 10% of the purchase price and shipping costs. They ignored my email inquiries until I placed a hold on the transaction for the funds. A Mr. *** contacted me to request that I lift the hold so that their accounting department could process the refund either directly to the credit card or by sending a check. I agreed and and directed my credit card company to release the hold on January 12. Since then Sunsetter has failed to process the refund or mail the check. I followed up with additional emails that they did not respond to except to say via an automated response "Thank you for contacting SunSetter Products. We are currently operating with a reduced staff as a result of the COVID-19 emergency; it may take a few days to review and reply to your message." There was never any follow-up except when I placed a hold via my credit card.

On Jun 2, 2020, we ordered a Sunsetter Motorized Awning along with a Weatherbreaker Side-Lateral Arm. We were told by the salesperson with the dealer that we should have them around the 4th of July. Due to COVID-19, it was delayed and we did not receive the awning until July 21st. We did not receive the Side-Lateral Arm. The awning was installed by the dealer and everything works great except due to the position of our house and the sun angle, the awning is useless without the Side Arm. I called Sunsetter Customer "Service" on 7/27 and was told it was backordered, but she would mark the order to be expedited. On 8/3 I called again. I was told the order was ready to be shipped and to watch for an email from *** with a tracking #. Did not receive an email from ***. On 8/7 I called again and was told it was still on backorder. That rep didn't know why I was told that it had been shipped. I was put on a list to be called back by a supervisor. On 8/8 I received a call from the supervisor who left a voicemail, telling me the item was still on backorder and she could not provide a delivery date, but she hoped we were enjoying our awning. We are NOT enjoying the awning because we need the side panel! On 8/19 I checked the status through the Owners Corner and it showed the item was shipped on 8/18 via ***. On 8/22, the status was updated to show that it was "not received yet" and that it was again "in process". I called Customer "Service" on 8/27 and was told the side panel was shipped to ***, the dealer, and that it appeared that they had processed a return. I was given the phone number to the dealer. I dialed the number and it was actually for the salesman from , whose response to my inquiry was "I have no idea. I'll give you the number to the office." I dialed that number and spoke with *** from . She told me that the side panel had never been shipped to them and that it appeared to her that it had been shipped to us on 8/18 via *** and then she said it appeared that a second one "may have been shipped" on 8/22. NO ONE SEEMS TO KNOW WHAT IS GOING ON! *** e-mailed her contact at the dealer customer service and told me she would call me back once she got a response from them. So here we sit with no side panel and can't use our patio without it. It has been over 2 1/2 months since we placed the order. We were charged the full price of the order via our credit card, but we have not received the side panel.

Order placed in June . After much delay, order shipped and subsequently lost by ***. New order shipped out after another delay. Finally received on 7/22 and yep, missing the Aluminum Weatherguard hood. Was told sorry, out of stock and on backorder. Waiting, waiting and after several calls it shows up unannounced at my house on 9/18...2 months later. Ok, great...but wait, its missing the complete hardware kit needed for installation. Seriously. All i received was just 2 12' pieces of aluminum and a weather seal in a giant tube. Immediately call, get the same song and dance...sorry, we will take care of that right away. No word for a week, nothing on the "owners corner" Call back following week, and again, sorry, but this time we have no record of my previous call. She puts me on hold for 23 minutes comes back and tells me that when a hood is ordered , the hardware kit has to be manually entered in for shipment and it was not. Makes NO sense. You gonna sell a hood but not auto include the hardware? Whatever. She says, check the owners corner in a day or two for the status and it will be on its way. NOPE...not even in the owners corner, and still not as of today. I did receive an email thanking me for the "Hood End Plate Kit 3 (10'-13' Only)" order. No charge obviously, but its now 10/19 and not only do I not have the kit to install this weatherhood to protect the awning from the impending winter, but its still not listed in owners corner, which means yet again, its not in the system, and I have not heard a word from anybody at this company. Its been a 5 month nightmare and I am done. Honestly, I dont even know if this company still exists. the contact us email that is all over the website never works, all emails get bounced back. You are forced to call and I refuse to call anymore, as every time I call, its the same thing. Sorry, Mr ***. So now, when winter comes and trashes this awning. Ill put in a claim, which I guarantee a crickets response, but warranty is a warranty right. Not only will I never deal with this company, or the shipping company they use *** again, be sure I will never recommend them again. I am blown away at this whole negative experience and never in my life have I had such a negative experience with any company before. I honestly get the feeling everytime I have called that they couldnt care any less. As a last thought, I have the last email sent to me confiming the no charge order for the End cap/hardware kit so if/when the response comes back that Sunsetter has no record of any of my calls or correspondence, bam...untrue.

I ordered a 10" 1000XT awning and was charged $1082.24 on my card. The awning didn't fit due to my house's layout. I contacted Sunsetter, and a representative arranged a return and reordered a suitable awning, charging my card $1860.61. After returning the first awning, I was refunded $926.99, but with a discrepancy. A restocking fee and an unexplained difference left me short $155.25. Multiple calls for the balance led to discovering a split in the new awning's fabric. Customer service acknowledged the issue and promised a replacement fabric and the full refund. Despite assurances from supervisors and customer service, my full refund remains pending, and my latest bill reflects an outstanding balance I expected to be credited.

We ordered new Sunsetter Awning fabric from a local dealer on May 4. The dealer has been unable to determine the shipment date from Sunsetter. We were advised to call customer service. After contacting them, we were told to call another number for assistance. The representative mentioned a fee to cancel the order, which should be refunded by the dealer, who in turn referred us back to Sunsetter. Calls and emails to Sunsetter resulted in a loop of referrals and no clear information. The website showed our order as 'in process' without a delivery date. Customer service, overwhelmed due to reduced staff from COVID-19, suggested emailing, which led back to the initial phone number. After eight weeks, the delivery date for our fabric remains unknown, leaving our awning in disrepair. The same customer service agent returned our call, but could not provide new information and refused to connect us with a supervisor. Meanwhile, the dealer mentioned another customer was informed of a two-week shipment timeframe.

Please take the time to go to the Sunsetter FB page and read all the terrible reviews. You will see this is not a minority opinion Upon receiving a big packet of marketing material in the mail, advertising great promotions from Sunsetter, I called them. They informed me they contract with a rep in my area, with Moreshades4less and told me to call him to purchase and perform the work. *** had no problem calling me back right away and scheduling an appointment for a sale. On June 2, after a consultation at my house, the company charged my card for a new fabric cover, LED Lighted awning bars, and a new motor. It has been almost two months (about 1 month and three weeks) and with summer almost over, I still do not have my awning. I have repeatedly texted the rep at *** and called Sunsetter over the past month to get an update on my order. The hold time for Sunsetter for the phones is about two hours. If you put yourself into the cue, then they call you back which, somehow, mysteriously always manages to go straight to your voicemail without a ring. They leave a voice message that says we tried to call you, please call us back. If you send them an email, you receive one back that says, "we know you are anxious to receive your awning and we are working hard with production and have been slowed down with COVID." I got in touch with someone today and I asked to speak with a supervisor. The phone rep told me there was no way of contacting a supervisor from her floor position and that she would have to leave a message and they would call me back. I told her they had until 3 PM to call me or the order would be canceled. It is 3.30 PM and surprise, no one has called me back. I also asked for the supervisor of the company they contract with - *** and no one there will return my phone calls either. I initially got in touch with the Moreshades4less rep about all the problems. After an extensive text thread where he even came to my house, he claimed he did not know who I was. As one of his clients, he did not bother to program in my number and record my name. He also told me he had no way of tracking down my fabric. Basically he is being paid to be the middle man and said he had no way of getting information from Sunsetter as to where my fabric was. What's more is Sunsetter is advertising extensive promotions. Yet, their phone voice messages state, they are having trouble keeping up with the demand due to COVID. Well, I ask myself, then why are you pounding customers with promotional advertisements you can't keep up with and charging peoples' cards two months in advance of orders that are still not here? furthermore, they are advertising several specials that they don't honor. I received glossy brochures advertising a free color changing mug and an awning cover. My rep did not know anything about this. He said he would check with the district manager and get back to me. He never did. Also, they have other ads enticing you in - "Save $500 when you upgrade to a new motorized awning". I was told that was for a new awning. Meanwhile, I purchased a new motor, new awning cover, and new lighted awning bars - so what qualifies as a new awning? I finally canceled my order today after no one could tell me where it was and every phone call attempt was two hours. I have wasted so much time with this company. The whole summer has gone by and still no awning. I can only imagine if something went wrong, what it would be like to discuss a warranty issue. I will see if they refund my money as requested. If not, I will have to get in touch with my credit card company.

I bought two patio shades on 3/2 for $1966.10 from a local Sunsetter's representative. The shades were unsuitable for the windy conditions in my area, rendering them unusable. Despite numerous contacts with Sunsetter and the representative regarding their 90-day money-back guarantee, I've had no success. The guarantee promises a full refund minus shipping and restocking fees if not satisfied within 90 days. My refund request, accounting for the product, labor, warranty, taxes, and fees, minus a 10% restocking fee, totals $1419 after deducting $350 provided by the rep. Sunsetter's response has been that purchases through reps are not covered by the guarantee, which was never disclosed to me. The company's last communication promised a review of my account, but I've yet to receive a resolution. The rep removed the shades, as my husband and I are unable to do so due to our age. I am seeking assistance to recover the $1419 refund.