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Sunsetter Awnings
- Awnings
- Malden, MA
About this business
SunSetter Products, Limited Partnership sells retractable SunSetter deck and patio awnings, solar screens and related outdoor deck and patio accessories. They also manufacture and sell a line of flagpoles under SunSetter and Topflight brands. All products are designed to be installed and maintained by the homeowner. The company also sells sells products through a network of independent dealers who sell and install across the United States.
Location details
184 Charles St, Malden, MA, 02148, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 8:30 a.m. to 5:00 p.m. | |
| Tue | 8:30 a.m. to 5:00 p.m. | |
| Wed | 8:30 a.m. to 5:00 p.m. | |
| Thu | 8:30 a.m. to 5:00 p.m. | |
| Fri | 8:30 a.m. to 5:00 p.m. | |
| Sat | Closed | |
| Sun | Closed |
My mother has been waiting for her refund for over two months. we had to repurchase the item 3 times because of shipping issues and everytime I contact customer service they tell me I have to wait and nothing. This business is completely unprofessional and truly doesnt care about their customers and our financial needs . Disgusted .
Business response:
Thank you for bringing this to our attention. We see that the awning was lost in transit. Please know that if an awning is lost during shipping we do not ask you to purchase it again. We see that we were able to send out a replacement at no charge. We know it is frustrating when a shipment does not reach you, and we do apologize for the shipping delays. We are disappointed we could not keep you as a customer. Rest assured we are in the process of issuing you a full refund.
This is a terrible product and a company that does not back up their product. We originally installed the awning by following the video. A few years later the awning began to detach from the piece that is screwed to our wall. We decided to purchase the material again and had it in our garage inside the original box until we were able to find a certified installer. It has been about 2 years since the installer replaced the material and the same thing occurred. We spoke to a supervisor at Sunsetters, ********** on 7/19/2021 an... read more
Business response:
We are very sorry to hear of a problem with your SunSetter awning. In order to keep the fabric from sliding off the rail you will want to be sure the fabric stop is installed into the roller bar and be sure the Tack Nail/Screw is installed into the awning rail as well. This can be found in the installation diagram in the installation instructions. We see that your fabric is 5 years old, and depending on weather conditions in your area the fabric will need to be replaced from time to time as part of the normal upkeep. Our cus... read more
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 havin... read more
Business response:
Thank you for bringing this to our attention again. Our sincere apologies for the long delay in installing your replacement fabric. We were able to speak to your place of purchase on June 22, 2021, and they assured us your fabric would be installed. We will reach out to them again, and ask them to contact you with a date for installation. Please keep in mind all SunSetter dealers are independent businesses not affiliated with or controlled by SunSetter Products. The dealers set their own schedules, and all agreements and ser... read more
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, 2021. I received an email later on the 29th confirming my complete order and supplying me with an order file n... read more
Business response:
Thank you for your feedback. We are very sorry to hear about the unfortunate experience you had with **********************. At ********************** we take great pride in our product quality, our service, and in the satisfaction of our customers. We are saddened by any unpleasant experience that we learn about from one of our customers. Looking into your account we do acknowledge that an error was made. We will be reaching out to you shortly to offer a solution. We assure you we take the experience you shared with us seri... read more
Wish I would have looked at these ratings before I ordered a replacement cover for our patio awning, which was purchased by the previous home owner. They had our previous purchase records and sent a replacement cover... problem is the grommet hole alignment in the new product does not line up with the previous holes. Checking the new cover, I measured the distance between the grommet holes and found most were the required 24 inches, but multiple were off by 1/4 to 1/2 inch. In talking with their support line, apparently they... read more
Business response:
We are sorry to hear about your recent experience when purchasing a new cover for your existing awning. We acknowledge that there is no standard template for matching existing awnings with new covers, and the customer may have to move the mounting brackets. We appreciate you taking the time to contact us and provide us feedback as your experience with our product in the field helps us to make appropriate changes to our product line.
FRAUD COMPANY We order over a month and one half ago. we were told on numerous occasions it was shipped and will be there "soon" . the company is 10 miles from our home. The awning never arrived however they charged us 3000.00 for nothing. STAY AWAY from this company.. They are liars and useless.
Business response:
We are sorry to hear about your recent experience, and we sincerely apologize for the freight delays. We have contacted the freight carrier to let them know you wish to cancel your order, and you will be refunded in full shortly. Thank you for bringing the logistics of this delivery to our attention.
We ordered several awnings for our deck on the west side of our home. Out of the ones we ordered, we only chose to keep one of them and proceeded to work on getting the other unopened boxes returned and one awning replaced by a different style. Returning product is not an easy process. First of all, when the boxes arrived, they came via *** freight. When the return labels were sent to us, they were for ***** and only had the identification information for the contents of one box that I was to use for all 9 boxes we were retu... read more
Business response:
We appreciate you taking the time to contact us and provide us your feedback, giving us the opportunity to learn from your experience with our product and customer care team. We will be reaching out to your shortly to clarify the way we process return freight and small packages.
We ordered several awnings for our deck on the west side of our home. Out of the ones we ordered, we only chose to keep one of them and proceeded to work on getting the other unopened boxes returned and one awning replaced by a different style. Returning product is not an easy process. First of all, when the boxes arrived, they came via *** freight. When the return labels were sent to us, they were for ***** and only had the identification information for the contents of one box that I was to use for all 9 boxes we were retu... read more
Business response:
We appreciate you taking the time to contact us and provide us your feedback, giving us the opportunity to learn from your experience with our product and customer care team. We will be reaching out to your shortly to clarify the way we process return freight and small packages.
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 o... read more
Business response:
Thank you for your feedback. We apologize for the confusion when utilizing out chat feature. We see that you were able to place your order over the phone with one of our agents. We hope you will enjoy your new awning and free accessories for years to come. Thank you for your business.
Frequently asked questions about Sunsetter Awnings
How is Sunsetter Awnings rated?
Sunsetter Awnings has a 1.8 star rating with 142 reviews.
When is Sunsetter Awnings open?
Sunsetter Awnings is closed now. It will open at 8:30 a.m.
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