ComplaintsforSimplyShade

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a replacement canopy for a Simply Shade 11 foot cantilever umbrella that was initially purchased from Lowes. The company sent the wrong canopy and I have been attempting to get this resolved for going a year! Their responses have been vague but no follow through-at this point I just want to send the wrong canopy back and get a refund as I have given up any hope of receiving the correct replacement canopy and have had to purchase a whole new canopy umbrella.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We ordered a replacement canopy for a Simply Shade 11 foot cantilever umbrella. We received the wrong product. The company has not responded to our emails nor our phone messages after many attempts over the last TWO months. We simply need a replacement.

  Customer response

  01/10/2024

  Resolved

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of purchase 07/10/2022 amount of $172.47 purchased at ****** 10.5x7ft. led lighted market umbrella led lights do not light up have done all the troubleshooting suggested in the brochure and then contacted the company at the customer service number **************. Both times I spoke with a representative who took down my name,address and phone number. They assured me each time that someone would return a call to help me. I have not to this date received a call back. I feel for the price paid I should get a refund.

  Business response

  09/05/2023

  I will reach out to consumer or they can reach out to me directly at ************ to arrange a replacement or new solar panel to fix the the problem. Unit is not in warranty but we will replace or send parts. 
  George 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the 11-foot cantilever umbrella in late 2021 at Lowes. I saw that it has a very small tear in the fabric and contacted SimplyShade to have it replace under their warranty. I have called and emailed customer service several times over the last two years and in the beginning, they assured me that the umbrella fabric was on back order and they would let me know when it was in and ship to me. In text messages they acknowledge that this is covered by the warranty. It has been almost two years now and is still out of stock and they are unable to tell me when it can be back in stock. I cannot return to original store because already passed time a long time ago. The customer service is extremely poor. I would like them to either send me the replacement part in a timely manner, replace the product with a similar one or to issue my money back since they are not covering their warranty. I see on your site that there are many people with the same product complaints so really wondering if there is any resolution to the matter.

  Business response

  08/24/2023

  Hi, if I had a contact for the consumer I would send them a replacement top for their umbrella. 
  

  they can call me at ************** ask for ***** or text me the address and I will get one sent. 
  ***** Summar 

• Initial Complaint

  06/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased the 11 foot cantilever umbrella less than 1 year ago at ***** Item #: **************** Model #: **************** Purchased from *********** Order #: ********* Cost: ******* Recently I was spinning the umbrella using the rotating hub (C). The hub no longer locks in place, it just kept spinning. I disassembled it and noticed that the rotating hub in broken, a bunch of little silver balls came out. I have called customer service several times (about 12 times) over the last 3 weeks, each time it gets pushed to an answering service which says I will get a call back and I do not. About 3 weeks and I have not received a call; Instead, I receive one single text message about every 48 hours. In the text messages they acknowledge that this is covered by the warranty but the hub is out of stock. It has been 3 weeks and is still out of stock and they are unable to tell me when it can be back in stock. I cannot return to original store because already passed ** days and they no longer carry this umbrella The customer service is extremely poor. I would like them to either send me the replacement part in a timely manner, replace the product with a similar one or to issue my money back since they are not covering their warranty

  Business response

  08/09/2022

  Business Response /* (1000, 9, 2022/07/12) */ Contact Name and Title: ***** ****** Sales *** Contact Phone: ********** Contact Email: ******************************* We sent the********** and email to confirm his shipping address on ******* once the address is confirmed we will advise the factory to send this part to him directly. ***** Consumer Response /* (3000, 11, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did reach out to me by email several weeks ago stating that they would send the replacement part and a tracking number. I have reached out to them and this still has not taken place. I have not received the product or a tracking number. My request is that they refund me for the product or send me a similar product instead since they seem unable to send me the part that is covered by their warranty. They have yet to honor the warranty

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought patio furniture- a solar panel LED shade umbrella from Lowe's - it was a simply shade product that is supposed to come with a 1 year warranty. I had to contact the customer service number 3 times to get a reply- when I finally got ahold of someone I was told, "someone" else from warranty would contact me. A few days later I get a text from a random number asking what is wrong with the umbrella. I sent pictures- each reply would come after a few days if not more and I had to keep reaching out. I asked if this person could call me- she did not. She then stated she would send out the parts and then disappeared and never replied back! I then had to call CS again to which I was told to now send an email. I received an email back Saturday afternoon from a sender with message "sent from iphone" claiming they don't have any parts for this umbrella and everything is out of stock. I didn't even explain the situation to this sender before I received this email. I tried to tell them that the person through text said parts were in stock and would send it to me. Then this email sender disappeared and stopped responding as well. The last message was to return it to Lowe's - how am I going to do that when this product was purchased last summer and is covered under manufacturer warranty. I did explain it wasn't wind damage as well. This is the most odd, unprofessional and rude customer service or lack there of I have ever received. I paid over $400 for this product which is supposed to be covered under 1 year warranty however no one from this business responds. I would like a resolution t this. Their communication was EXTREMELY UNPROFESSIONAL - as if a child was sending texts from their phone with no care or regard. I would like a replacement or credit or some sort of resolution to this concern.

*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. ↩