Business ProfileforInternational E-Z Up, Inc.

I placed an online order on 8/6/23 through the **Z UP website for a Patriot ON**UP Non-Vented Canopy (SKU PTSWH10, Order Number ECM300354205). The company website listed this canopy as coming with a roller bag accessory. The order arrived on 8/11/23 and my husband and I unboxed it on 8/13/23 to try it out before our schedule vacation. The first thing we noticed is that the canopy frame was dirty and had paint chipping off of it. The second thing we noticed was the roller bag was ripped and LITERALLY MISSING WHEELS. The box also arrived damaged and looking like someone had opened it and retaped it closed. The items all appeared used and it seemed likely to my husband and me that the items had been returned to the company and then shipped to us without proper inspection. I placed two phone calls to **Z Up customer service on 8/14/23 and spoke to two different customer representatives. The first representative was rude and asked to send proof via pictures to her email, which I did immediately with the representative still on the phone. I was then placed on hold for a good length of time and then needed to end the call due to work obligations. I called again later the same day and was told by the second representative that all they can do is send a replacement roller bag since the canopy frame is not technically damaged. I was told that if I wanted to start a return, they might not accept it because there is damage and that they'd need "manager approval" to accept the return and issue a refund. I asked for a time frame for when the return approval might occur and they could not supply one, so now I am simply waiting for someone to approve a return for damaged items that they sent. This company advertises a 100% satisfaction guarantee and promised excellent customer service if something is not right, which is why I did not mind paying higher prices for this item. However, I feel that this company engages in a bait and switch in which they lure customers into a false sense of security, take their hundreds of dollars, then stick people with used, defective items. I am now out over $200 for this order without resolution of either getting new, unused items or getting a refund. I was interested in the company simply sending a new, unused order to me, but now I just want a refund given their poor customer service.