ComplaintsforAt Leisure

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an umbrella from ****** that was sold by Atleisure. The poolside umbrella is 4 months old. This product is covered under a manufactures 2-year warranty from the date of purchase against defects in materials and workmanship.On August 16th per the instructions provided in the documents that came with the product, I initiated a warranty claim for faulty operation (or malfunction). The malfunctions is covered. The issue is how the warranty is executed. 1st I was told that they will send me the replacement parts, but I have to install it myself. They would not send a technician to fix the warranted malfunction. The actual response is belowWe do have replacement glide handles in stock, though some customers have said they are difficult to replace. I am including the replacement guide and a video, so you are able to see how to do it. It includes the rope and full mechanics. If you want to proceed with the order I will need your model number, your address and phone number.*********************************************************************** After reviewing the video, I informed that I am not experienced enough to fix it myself and that I would need someone to do it.2nd - When I asked Atleisure why they cant send a technician to fix it the warranted problem, I was told by ***************************** - Director of **************** that it's not their warranty. So, when I asked, whose warranty it is , I was told I was saying that us coming out to repair your umbrella is not a part of the warranty. It is not possible and will not happen. If you change your mind and want us to send you the glide assembly, let us know."Lastly, there is nowhere in the warranty does it say it is a self-service warranty - it says This product is covered under a manufactures 2-year warranty from the date of purchase against defects in materials and workmanship. Had they told me that they will not honor the warranty I would not have purchased the umbrella.

  Business response

  09/10/2024

  Hello, 

  As initially referenced by the customer, we do uphold our warranty and send replacement parts as a part of the warranty. Also as a part of the warranty, the customer can return the product if they are not happy with it. We tried to do our best to assist the customer, unfortunately that was not good enough and they wanted specialized services that we do not offer. We send the parts needed as we are required to, but we do not have a technician team to come to another state and replace a part for a customer. That service is not in our warranty. 

  Resolution: The customer will need to return the umbrella back to ****** as previously stated since they do not wish to repair their umbrella. This option was previously given. 

  Customer response

  09/13/2024

   
  Complaint: 22262776
  
  I am rejecting this response because:

  
  The warranty documents that came with the product says, This product is covered under a manufactures 2-year warranty from the date of purchase against defects in materials and workmanship.  Where does it say that this warranty is a DIY warranty.  They are misleading the consumer. There is nothing that says, only parts are covered.  Hence need Atleisure to send a tech to fix it. Also, as informed by their own customer **** the solution/fix is rather a complicated job.
  
  Sincerely,
  
  *****************************

  Business response

  09/13/2024

  *****************************

  Business response

  09/13/2024

  Hello, 

  As I have stated before, a technician service to repair your product is not possible, and is not an option that we can offer.

  Under warranty, we allow two options:

  1) We send the part for free under self repair, in which we made you aware during our emails back and forth or

  2) You are able to return the product to the store that you purchased from (also an option that we gave during our emails back and forth) 

  At this time, your only option for resolution would be to return the product back to ****** for a full refund. There is nothing further that we can do. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had purchased two umbrellas (Seasons Sentry 11x10) supplied by At Leisure and one by one both of these broke in less than 12 months. Once we sought help, business simply blames its usage in wind whilst both broke in a normal day when it was just a breeze and not windy. We believe the product or the batch is faulty and requests a replacement.

  Business response

  06/19/2024

  Hello, 

  Since the customer used the verbiage of "It was not even very windy when it broke", that told me that the umbrella was up during windy conditions and I can only respond to what the customer says. Looking at the damage photos, this did not happen without force. We only cover manufacturing defects and do not cover any damage due to elements such as wind. The warranty verbiage is stated below from our website, found at the following link: **********************************************************

  What does my product warranty cover?
  Your product purchase is covered under a manufacturers warranty from the date of purchase for a limited time (depending upon the retailer purchased from) against defects in materials and workmanship only. 
  This warranty does not cover damage due to improper assembly, alterations, accident, disaster, misuse, abuse, negligence, acts of nature (i.e. wind, fire or freezing), or other weather-related damage including but not limited to discoloration, rusting or fading of the finish as a result of exposure to the elements. The warranty does not cover products used for commercial use or third-party sales and is non-transferable.
  Once replacement parts are sent, the warranty does not restart, There is not a warranty on replacement parts as they will only be replaced once. 
  

  If the customer would like to receive a refund for their purchase, they will need to return the item back to the ****** store in order to receive a refund since we are not where the customer purchased from. We are just the manufacturer and do not have a storefront. I tried explaining this to the customer, letting them know that we did not have any parts to be able to assist them in repairing their umbrella. We only carry smaller parts of the umbrella and the part that was damaged was the full frame of the umbrella. The only way to get a new full frame would be to return the umbrella for an exchange since it is essentially a full umbrella anyway. I wish that I could do more, but I am limited with only what I have available to do. 

• Initial Complaint

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a folding chair made by this company less than a year ago. It was used 3 times and it's falling apart. I emailed the company to tell them about it and they said that they have no replacements so they couldn't help me. They didn't even offer me a refund of any kind. So I told them that I would file this complaint with the bbb.

  Business response

  09/19/2022

  Hello, 

  The customer and I have come to a resolution and we are sending a refund of $36 for the price of the chair. The check will me sent out later this week. 

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 9 feet led solar umbrella from ****** online manufactured by Seasons Sentry by atleisure (umbrella is not a cantilever). The tilting mechanism is broken while I tried to adjust it and Im unable to find a website to contact the manufacturer. I was expecting the umbrella to be made of reliable parts and materials. The umbrella is good just have this weak point and I dont want to just get rid of an umbrella costs $250 (without base).

  Business response

  05/23/2022

  Hello, 

   

  I have reached out to the customer and have reached a resolution with them. I am sending a new umbrella frame to them. Please close this complaint as this is first contact from the customer and we have not had an opportunity to assist them as we were not aware of the situation before the complaint. Thank you. 

  Customer response

  05/24/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  the customer representative reached out to me and they were helpful. I didnt have any POC or info about the company to reach out directly. I see that the business is standing behind its products and provide excellent customer support. I ask that customer service send me email so I can track the shipment. Thanks!
  
  Sincerely,
  
  *********************

*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. ↩