"Excellent customer service and response time"
"Today I had the worst customer service experience ever when I called Garden Winds about a order that I placed a few weeks ago.
As background, on April 14th I ordered a gazebo cover (1 x 12 x 10 Roof Style Gaz Replacement Canopy - RIPLOCK 350 (CNYY-HDLCM819B-RS). This was the same exact cover that I ordered from Garden Winds in 2013--that fit perfectly--for 5 years. It was destroyed during a terrible wind storm in January.
When I placed the order on April 14th, I requested 3 day shipping so I could have it in time for a function we were having. I received the product on April 19th. When my husband began installing the gazebo it was quickly realized that the cover did not fit. The cover that was sent to me was a 10x10--not he 12x10 that was ordered.
I returned the cover the next day for a refund. I received an email on May 2nd that my account was credited with the cost of the gazebo minus $10 shipping return fee. I called customer service on May 3rd to ask why the $10 was deducted when it was not my fault--the product that was sent was incorrect. I explained that I ordered the exact same product that I ordered in 2013, which again--FIT PERFECTLY! The customer service rep asked me to text a picture of my frame so that they could see the size of the gazebo and that after receiving the pictures they could refund the $10 along with the $32.25 for the 3 day shipping.
Back to today. I called customer service to find out the status of my refund. The first person I talked to said that they needed to speak to their supervisor and they would get back to me. They called me back, but I missed the call, so I returned the call. The person who I spoke to said that she was reading the notes in my account and that they could not issue a refund of shipping fees because I had ordered the incorrect cover for my gazebo. I explained that I ordered the EXACT same cover that I ordered in 2013, which again--FIT PERFECTLY! She said that based on the photos that I sent it the cover that was purchased in 2013 should not have fit because it was the incorrect replacement for my gazebo. My argument was if the order that I placed in 2013 was incorrect and didn't fit my gazebo, WHY WOULD I EVER PURCHASE IT AGAIN?? To me this is common sense. But, she wouldn't budge. She repeated herself again that the cover was incorrect based on the pictures and that it should have never fit my gazebo when I ordered it in 2013.
I requested to speak to her supervisor, whom repeated exactly what the previous customer service rep told me, which again was nonsense.
I requested to speak to the supervisor's supervisor. She repeated the same statements, but said that she could refund the $10, but not the $32.25 I spent on the 3 day shipping.
I ended the call by informing them that I will NEVER purchase another item from this company. This is the worst customer service I have ever experienced. Your telling me that I ordered the incorrect gazebo cover, which fit my gazebo perfectly for 5 years, instead of admitting that they sent me the incorrect size.
Garden Winds, I hope you enjoy the $32.25. I will make it my mission to tell anyone that listens to me how deceitful your company is. I hate to feel that I have been taken advantage of, and in this case, I believe that is exactly what happened!"
"A new cover for our porch swing. Instruction tell you to add grommets to help it not stretch in the rain. They should be preinstalled if they are needed."
"Excellent service very fast shipping good quality on products"
"Order has been in progress for 2 weeks. No word on when it will be delivered. "
"Ordering and quick delivery was easy and quick. Only problem was that the top most tier cover was so tight I could only use 4 of the 6 pockets to secure it."
"Love the color but was very hard to get on my husband had to modify our gazebo to make it fit !"
"never received yet
---------------------"
"Perfect fit! Thanks for the excellent ordering and delivery process."
"Poor service. I was told the money would not be taken out if my account until shipped. It was taken out right away. Still don’t have it. "
"We had no identifying markings on our older gazebo that would tell us the manufacturer name or a serial number. I contacted Garden Winds, sent them pictures of our frame. They sent us info on what the correct cover might be. We ordered it by faith that it was the correct one and it was! We will always deal with Garden Winds. Thank you for your experts at your end! "
"Fits perfectly, exactly as ordered, for 20 less than I paid 5 years ago. Shipping took less than 48 hours, from California to Canada and was free!!! Price was Inclusive of taxes, customs and duties et cetera which is unheard of. Can’t beat it. "
"Great company to deal with. "
"I was not sure what Canopy will fits, all I has to do is send a picture to Garden Winds and they confirmed the model right away and they provided different options to purchase. I have also compared the price with Amazon and other sites, the prices are pretty reasonable."
"No problems at all, from ordering, time, receiving,& knowing the exact order."