ComplaintsforGoSun Inc.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a solar oven from the company on May 21, 2024. I waited over a month for an update before contacting the company through both their phone line and an email. I requested an update on the order status and then as the company did not reply to me I requested a refund. I have not heard back from the company in over four months, and as far as I can tell they simply took my money and have no intention of providing the product.

  

  Business response

  10/11/2024

  customer has been refunded
  they placed a $100 deposit on a $2999 product. 

  our automated post purchase message system indicated that "your order will ship soon" but that is not the case here. 

  Customer response

  10/11/2024

  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. 
  
  Regards,
  
  ******* **********
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a new solar oven from gosun and recieved a non working piece of junk that is missing parts.had a talk with them on email and they won't honor guarantee. I have pics,receipt and email but don't know how to attach to complaint feel free to let me know where to forward them to so you have them thank you.****

  

  Business response

  07/10/2024

  Hey ******, our apologies for the miscommunication. Based on the pictures you had submitted we were able to determine that the scratches on the reflectors were cosmetic and wouldn't affect the function of the product. We offered either a partial refund (since the product would still function as intended) or a return and full refund or replacement. Please respond to the open support ticket and let us know how you'd like to proceed, we're happy to honor whichever decision you make. 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unfortunately I’ve had problems with them. I have contacted them with no avail. No answer. I’m seeking a full refund for the purchase of the life straw community. I don’t understand why they can’t simply drop it off at my doorstep. I haven’t received my product and I have been waiting for 2 weeks plus.

  

  Business response

  07/10/2024

  Hi *****, we're not quite sure what you're asking about. We have no record of you contacting us about a refund for a "Life straw community" and we're not sure what that product is. You've also had interactions with our support team since this complaint and haven't mentioned your issue. Please contact our support team about your issue before filing a complaint. 

• Initial Complaint

  10/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered the grid package first week of July. The website said that my order would be shipped within 4 days. It is The second week of October and I am still waiting for the goflow pro and the table. ORDER #******

  

  Business response

  11/11/2022

  Business provided the following email chain in response to the complaint.

  ---

  From: Jeff M***** ***************
  Date: Thu, Nov 3, 2022 at 4:18 PM
  Subject: Re: Checking in on order status
  To: ****** ****** **************************
  
  Thanks ******, that's great to hear! I've checked with our fulfillment team and both the Flow Pro and the Solar Table 120 should be shipping out today. Let me know if you need any additional help or have any questions.
  
  On Wed, Nov 2, 2022 at 4:47 PM ****** ****** <******rucker@hotmail.com> wrote:
  Thanks Jeff, I emailed the BBB requesting that they mark the issue as resolved.
  
   
  From: Jeff M***** ***************
  Sent: Wednesday, November 2, 2022 1:45:37 PM
  To: ****** ****** **************************
  Subject: Re: Checking in on order status
   
  Ok great! I've created the order for the Solar Table 120 with the order reference of ******. Tomorrow you should receive an automated email with tracking info for both the Flow Pro and the Table. If for whatever reason, the products don't live up to your standards, please let me or the rest of our support team know!
  
  I also saw that on the Better Business Bureau site, you had left a negative review due to the experience you've gone through. I 100% agree with your frustration and that the way everything was handled was far less than satisfactory. As I wrote in the initial email, we've taken a hard look at the way things have been in the past, and are actively working on making major improvements. 
  
  Since reviews are critical to smaller and growing businesses like GoSun, we'd ask that if you're at least somewhat happy with the resolution provided, to consider updating the review. It would mean a lot to myself, and to the rest of the team members that are making huge strides in ensuring the business provides a positive impact in the customer experience, and to Solar power advancement as a whole.
  
  Thank you for your patience ****** Let me know if you need help with anything else.
  
  On Wed, Nov 2, 2022 at 4:20 PM ****** ****** <************************* wrote:
  Yes, that's correct. A lot of stuff is still boxed. I wanted to get the whole kit, then I was going to take a trip to test everything. 
  Thanks Jeff!
  From: Jeff M***** ***************
  Sent: Wednesday, November 2, 2022 1:16 PM
  To: ****** ****** <*************************
  Subject: Re: Checking in on order status
   
  Thanks for getting back to me ****** We're going to go ahead and send a new Solar Table 120 as well, we just want to make sure that everything works and is operating at the highest level. I'm going to create the order to be shipped out tomorrow, but I just wanted to make sure that you're still at:
  
  *** ******** **
  ******* ** *****
  
  Is this correct?
  
  On Wed, Nov 2, 2022 at 3:30 PM ****** ****** <************************* wrote:
  Hi Jeff,
  
  I have not received a replacement for the table.
  
  I am glad to hear the FlowPro will be arriving soon.
  
  I was going to contact you today to try and work out a return, but in light of your refund I would like to try the system in it’s entirety. Most of my reasoning there is that I am super broke and would have spent a majority of the last few months off grid had I had all the stuff already.
  
  Thank you! It has been a pretty negative experience, but the fact that you reached out and refunded me for my troubles speaks volumes!
  
  -******
  
  ###-###-####
  
  Sent from Mail for Windows
  
  From: Jeff M*****
  Sent: Wednesday, November 2, 2022 12:21 PM
  To: ************************
  Subject: Checking in on order status
  
  Hey *****,
  
  It was brought to my attention that you may still be missing your Solar Table 120 that was bundled in your Grid (order ******). I wanted to reach out and confirm that you received your replacement and that it was in New condition. If this is not the case, please let me know and I'll send another out to you tomorrow. 
  
  I also wanted to check in about the outstanding item from the Grid bundle, the Flow Pro. I know it's been months since you've placed your order and I sincerely apologize for the delay. We've experienced some extraordinary shipping setbacks and I know that this has caused much frustration on your end. We finally have a partial shipment in, and I talked with our fulfillment team and we will be able to fulfill the Flow Pro tomorrow (11/3).When that happens, you'll receive an automated email with the tracking information.
  
  I understand this has been a pretty awful experience for you, and it's something that we're actively working on correcting. There have been many personnel changes that have occurred recently in order to get the right people in the right roles so that this no longer occurs. I also understand that words only carry a certain amount of weight, so I'm going to process a refund off of your initial Grid order in the amount of $400. I hope that this is satisfactory; if for some reason it's not please let me know.
  
  I look forward to hearing back from you!
  
  Best,
  
  --
  Jeff M*****
  Customer Service Manager
  *************   ###-###-####

  Customer response

  11/11/2022

  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. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased July 27th a cooler package with a solar panel and battery . Order arrived missing the battery , customer service questioned my honesty about not receiving it . They ended up sending it a few days later . Then the cooler stopped working a week in , it shuts off periodically, going to room temp and basically making it useless to hold frozen food . I sent 7 emails with out a response, and now the “No questions asked return “ has passed because of pour customer service . Their chat option you talk to just says “We will relay this to the team”

  

  Business response

  11/11/2022

  Hi *** ******, we apologize for the experience that you've had with our customer support. Over the summer we had an issue with our support email address being automatically flagged as spam, which has since been resolved. We had offered to return and replace your unit, and provided the missing Power 144 within 5 days of shipping the initial order. Based on the last support ticket that we received from you, it looks like you were having issues with the temperature control and we had sent steps for troubleshooting the issue. If you are still experiencing this problem, please reach out to support@gosun.co If we are unable to correct the temperature control issue, we'd be more than happy to provide a refund or replacement. Once again, we apologize for the experience that you've had and would like to do anything we can to resolve it.
  

  
  

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1. Purchased an order of 4 items on 9/13/21, which included the Gosun Brew (Gosun order #*****1) 2. Gosun Brew was delivered on 11/19/21. 3. Due to vacation adjustment and personal plans, was unable to test Gosun Brew until arriving back in the US around March 1st. 4. Verified receipt of Gosun Brew at apartment address on 3/2/22; tested Gosun brew product on 3/10/22. 5. Product does not work as described by their user manual, website, and other relevant sources of information. 6. Sent an email to their support email address (****************) in order to begin RMA/Warranty process; was promised that a specialist would reach out to me within 48-72 hours of my initial request; have not heard back from **************** ***** regarding warranty/RMA/replacement since then (i.e. approximately 11 days ago) 7. Attempted to call their CS phone number; IVR choices all lead to emailing support as the only option to resolution. 8. Attempted to file warranty claim on their website; however this product cannot be selected in their warranty claim form, yet their website indicates that a 1-year warranty is provided for products sold by them; the Gosun brew is being sold on their website. Pictures of faulty product are provided (temperature of product is not warm enough to brew coffee/tea; yet product indicates water has been heated to proper temperature in accordance to their product manual). Screenshots of their website warranty claim form and 1-year warranty have also been provided. If BBB requires any email threads/conversations with the business, they can also be provided. All facts presented in this complaint are known to be true to me as of the time of the filing of this complaint.

  

  Business response

  03/22/2022

  Hi *****,
  
  We have received your complaint through BBB and have worked with our support team to provide further resolution. Please note, your inquiry was previously on our "open ticket" queue, meaning our team was working to provide a resolution. Our support team is currently going through a restructuring and restaffing exercise to increase our ability to provide prompt resolution. The ticket being "open" indicates our team is actively working through inquiries as fast as possible, but had not yet provided the further resolution you requested. Your defective unit has been addressed through email, providing a pre-paid return label and a replacement item processed. Please understand, as a small business experiencing significant growth over the past two years, as well as complicated obstacles in the supply chain and staffing shortages has limited our ability to uphold our standards of prompt customer service. This being said, our team works diligently to provide a full resolution which occasionally takes more time that we aim. We have received your feedback on the voicemail and warranty form and will be taking the appropriate steps to improve these channels and submission forms. Please feel free to reach out directly to our COO, Peter H (**************) if you would like to discuss this resolution further. 
  
  Best, 

  Customer response

  03/22/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that their response resolves my complaint in theory, but I wish only to close the complaint once all actual steps have been fully taken by the business (as outlined in my copy-and-pasted response/email to the business below)

  === Copy of response to support@gosun.co starts here ===

  Hi,
  
  
  Please see the attached UPS dropoff receipt; we have shipped the defective Brew to you guys using the provided prepaid label. 
  
  
  Please confirm that you see the shipment on-route over the next couple of business days. We will confirm on our end that a replacement Brew is sent once a tracking number has been sent to us and that we can confirm with said tracking number that the replacement is on-route. Once we receive the replacement Brew and verify that is it working as advertised, we will update the BBB complaint as resolved. A copy of this email will be posted on the BBB thread if possible for your reference and convenience. 
  

  === **** ** ******** ** ********** ******* ****** ****************  **** ***

  
  Regards,
  ***** ***
  

  

  Business response

  11/11/2022

  Hi ** ***, we apologize for the experience that you've had with the Brew. Reading through the past support email tickets, it looks as though we shipped a replacement Brew to you in late April of this year. Are you satisfied with the replacement? If you are not, please reach out to us at support@gosun.co and we'd be happy to provide a full refund for the product.
  

  
  

  Customer response

  11/11/2022

  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. 
  
  Regards,
  
  ***** ***
  

• Initial Complaint

  03/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made a purchase August 26, 2021, when I recently checked on status of order again, found that ordered was delayed once again to March 2022, so after waiting 6 months and never receiving any updates on order unless I contacted company, I finally cancelled order on February 23, 2022 Wednesday. I've written numerous almost daily emails on refund status and received only two replies, one on March 03, and the 2nd March 08, saying the same thing. That the automatic date to refund had passed and that they would have to refund manually and to confirm the email to refund was correct, which I replied affirmative. Today is March 10 and over 2 weeks after cancellation. So this makes it 6 months after initial order which I cancelled, and now over 2 weeks after cancellation and still no refund. I would like to add that a few reasons I waited so long to cancel was a few days after the August 26, 2021 purchase, GoSun had a promotion and when i called they refunded me the difference between my purchase price and the promotion, and I also purchased 2 more items for family gifts and received them very quickly. But after 6 months of constant delays for the August 26, 2021 purchase, it seems to me enough time, and now over two weeks later after cancellation seems enough time for a full refund of purchase.

  

  Business response

  03/10/2022

  Hi ******,
  
  The refund has been applied to your ****** account as requested. As a small team, we do our best to provide responses to our customers within 72 hours. Occasionally we fall short of this goal and understand that it is frustrating to wait for product that was back-ordered at the time of ordering. Unfortunately due to global and domestic supply chain disruptions, we were unable to deliver your order before cancellation. As stated above, after receiving confirmation of your email address, we have processed the refund in full ($777.66) to the ****** account provided.
  
  Best,  

  Customer response

  03/10/2022

  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. 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  01/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered product from Go Sun. Their shipping policy states "Shipping policy GoSun’s Prevention & Sanitation Policy for COVID-19 Thank you for Joining over 50,000 satisfied GoSun Customers. Shipping is FREE throughout the USA. We also offer a 30 day money back guarantee.". It says that shipping is FREE throughout the USA. I am in ****** which is in the USA but they charged me $30 for shipping. When I reached out to customer service they said that it only applies to Continental USA. I told them that is not what their website states. They refuse to refund me my shipping costs. I told them it was false advertisement..

  

  Business response

  01/18/2022

  Hi ****,
  
  We understand the confusion around the language on the Shipping Policy. The shipping amount was charged prior to ordering, ensuring the customer is fully aware of the cost before purchase. We have processed your refund in the amount of $30.00. Additionally, we have changed the language in our policy to appropriately convey that shipping outside of the continental USA is not free. We noticed the package was refused and is being returned to sender. Please contact support@gosun.co to resolve. Thanks!

• Initial Complaint

  12/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased a Go sun Chillest in October with expected ship date of November. Made a phone call an received a reply back saying ship date got pushed to late November early December. Now checking the website and now the ship date is pushing January 2022. Currently being charged by third party payment plan since Go sun accepted the order.

  

  Business response

  12/30/2021

  Hi ***********, 
  
  As indicated in previous a pre-order update email sent December 2nd, 2021, the Chillest inventory continued to experience supply chain challenges during initial fulfillment. We are continuing our fulfillment operations through the end of the year and into early January. The reason for the website change is to manage expectations for new purchasers, that inventory purchased currently will not be fulfilled until January 2022. Your package is in transit currently (UPS: ******************) and has an expected delivery date of January 5th. Please feel free to contact us through our support channel (****************) for any further questions, comments, or concerns. 
  
  Thanks!

  Customer response

  12/30/2021

  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. 
  
  Regards,
  
  *********** ******
  

• Initial Complaint

  12/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Sept 09, 2021, I purchase a Bundle special from Gosun for a total of 1572.00. After about 2 weeks after purchasing I email customer service and they stated due to covid delays there product will be delayed and will be delivered to me in the beginning of Oct. So two weeks into Oct I emailed them again got the same response but this time they said it would be end of Oct. Oct came and went emailed them again and again same response now stating beginning of Nov. 2 weeks into Nov still nothing from Gosun and I emailed them again now they are stating End of Nov. Still nothing from this company. They will not call me back and now I have to fight with affirm who charges about 300.00 interest when I purchased from this company. Even If they refund my total amount I will still be stuck with the interest payment because its going on 3 months which is not fair because I never received anything from this company not even as much as a courtesy call. This is not a few hundred dollars here its over 1500.00 and on Dec 09 it will be 3 months!!! with nothing from them. What really makes me wonder about this company reputation is they stated they are low on product but keep having sale after sale, Really. I left several phone messages for them to call me back and they never did?

  

  Business response

  12/13/2021

  Hi BBB Team,
  
  This customer's product order was back-ordered at the time of purchase, with the estimated ship date scheduled for December. Having received all the necessary items to fulfill, we are processing her order for shipping today with the following tracking information: ***** ************
  
  Best, 

*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. ↩