ComplaintsforGiantex Inc.
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Complaint Details
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Initial Complaint
06/18/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered two brand new chairs from Giantex online through Amazon on June 9th, 2024 in the amount of $100.93. They were delivered to our home on June 13th, 2024. Upon opening the box to take the pieces out, we saw that one of the seats had a very noticeable long pull in the fabric, running the length of the seat from front to back. I immediately contacted Giantex through an email explaining the issue. On June 14th, 2024, they responded back asking for a picture of the seat. Next morning before responding to this email, we decided to really inspect these chairs further in the natural light and we found what appeared to be a water stain in the center of the same chair with the run in the fabric. This same chair also has a noticeable scratch on the post that supports the headrest. The other chair has an area on the very top of where the headrest is that seems to be worn out or the stain wasn't applied. June 14th, 2024, I responded back explaining that we had found further issues with not only one chair, but two. I attached and sent all the necessary pictures they needed. June 15th, 2024, they responded saying that they would send a label to return the chairs. June 15th, 2024, I responded telling them that we did not keep the box and packaging that the chairs came in because it was rubbish day, so we got rid of them. We had no reason to think we needed to keep the box. We noticed all these other issues after the packaging was already gone. I requested that we wanted a refund because we got damaged chair's and we paid for "New" chairs. They responded back the same day saying I would hear back in 48 hours. June 16th, 2024, I received an email from them offering us $20.00 back. I then called my ********************** June 16th, 2024 and filed a complaint under the" Federal Fair Credit Billing Act", to start the process for a 'Chargeback" to my account in the full amount of $100.93 I filed this additional complaint because I was told I could. Sincerely, ************************Initial Complaint
04/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
It took over a month to get a response form Giantex about my washer belt. I FULLY UNDERSTAND i don't have a warranty-that is ALL they stated in the responses. The ISSUE IS; there is nowhere to order the exact belt size for this washer. These are pictures for the closest size you can purchase. I paid $300 for this washer, used for a year and now I have to buy another one due to not being able to purchase this size of belt. I spent over $100 in trying to purchase a belt and a $30 repair fee when I left it with the repair shop that was supposed to be fixing the washer but he could not find a belt.. Called over 16 places to order a belt ********************************************************* ***** ***************** Discount, NOT TO INCLUDE THE REPAIR SHOPS I HAD TO GO TO) Please don't tell me to find a place It order it AGAIN. Ordered 5 belts that were the incorrect size. (The size is O448E). 7 washer repair shops stated to throw it away , the size of the belt can't be purchased. I need a belt or I waisted my money on this washer. Why would Amazon or Giantex sell a washer that you can't buy COMMON parts for? It's the washer belt, everyone knows it's a common part goes out. My resolution is; I need to know WHERE to get a belt for this washer? Please tell me an EXACT place,please. My QUESTION is; Why is it okay to sell an expensive product that no one sells parts for it? I have made a review on Amazon, contacted Giantex 5 times, no answer to this question, I have no other options. PLEASE STOP telling me I don't have a warranty, and the belt size (I know it), or give me another email address to email someone that does not respond. WHERE DO I GET THIS BELT? CAN YOU SEND ME THIS BELT? It has been 2 months without a washer or answer.Initial Complaint
04/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
This is a company with lots of scam complaints. I bought a set of four chairs on their website. The website description and order image clearly showed 1 set of 4 chairs. I only received 2. I emailed customer service immediately on April 3rd, no response at all. I called them, they said I need to pay more to get 4 chairs. They said I need to select 2 packages. But the description was clear one set includes 4 chairs on their website. The customer service was rude. This is a scam company with lots of complaints.Initial Complaint
01/26/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
A floor chair was ordered from this company (3rd party seller) through Amazon. I returned it because it was not what I had hoped for. Only $16 was returned to my Amazon account but I paid $62. Both companies (Amazon and Giantex) is charging me a $62 restocking fee!!! That is highway robbery!Initial Complaint
01/19/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a Giantax dresser via Amazon for $195.96, which weighs **************************************************************************** the packaging, and loose screws strewn through the packaging. Giantax said they dont have the two replacement parts, and will only issue a refund if I re-pack and return the 93 lb. dresser to FedEx.Due to the onerous size of the return, I am requesting a refund that does not require a return shipment. The damage is a result of Giantax poor packaging and Ive exhausted all avenues to get the replacement parts so I can have a working dresser.Initial Complaint
01/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered on Amazon 5 days ago and received a tracking update saying that the Carrier, in this case ***** had received the package. However, upon viewing the tracking information on *****'s official website it is very clear that ***** had not received the package which is a clear discrepancy between the two. Based on other reviews from here and on trustpilot this is a problem with this company.Initial Complaint
06/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Last week I purchased a table chairs from Giantex online. The price said it was $379.54 USD. I was charged $520.95 CAD. This company is based in ******, and the item was shipped from ******, *******, ******. Why was I charged for the USD exchange? Is this legal?Business response
06/14/2023
The prices shown on our website are in US dollars and we send to the US & Canada, the US being our prime market. Because the products are shipped from the USA, shipping to the USA is free and Canada is subject to additional shipping charges. This price is visible on the checkout page, i.e. when the customer has not paid. If you have any questions you can contact us prior to purchase. We will reply within 24 hours. And it is also possible to contact us to cancel an order within 24 hours of purchase, before it has been shipped. Our shop only charges in US dollars, if the customer pays in Canadian dollars, the exchange rate will be converted at the time. We only charge shipping costs for Canadian orders, no additional taxes are charged.Customer response
06/14/2023
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.Initial Complaint
03/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I received an washer/spinner on 03/07/2023. It had a crack in the front panel seam. Wish to be compensated fairly.Business response
03/11/2023
According to the customer's name and email address, we have not found any information about him, please check if he bought the product on giantex.comInitial Complaint
03/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On December 18 I spent $313.45 on a 14ft trampoline directly from this manufacturer as a Christmas present for my children (Order number 4329-GX). The trampoline was assembled January 1, and on January 17 after a moderate wind (8-14mph) and a brief rain, the trampoline was completely flipped and thrown more than 30 yards over a 5 foot fence. I reviewed the manual before and during assembly, and I've since reviewed it multiple times after the damage to the trampoline was done. It advises disassembling the trampoline in severe weather or extreme winds, but makes no mention of a need to stake down the product for even the most moderate of winds. On February 1st, after assessing the damage, I reached out directly to the manufacturer about the product's warranty and asked for a replacement. They insisted that the item must be disassembled and the parts replaced, so after four weeks going back and forth with the company, they sent the list of parts so for me to report the items needed to repair my trampoline myself. When I returned the parts list, and they responded with this message: Sorry, there are not enough replacement parts available now. The trampoline is destroyed by the rainstrom and you didn't assemble it on a flat ground, it's not all our responsibility. This order also doesn't have profit, but suffers a loss. In this case, how about we refund you $100 as compensation? I chose this company because of their strong guarantee and customer satisfaction statement on their website: "The Giantex guarantee is simple: provide customers with 100% satisfaction with of our Giantex branded items and services. If you are not happy with our service or product or in need of help, drop us an email to [email protected] and we won't stop working until you're satisfied...If you receive any item not meeting expectation in 90 days from the date of purchase, please contact our service support team." This company clearly does not stand behind that statement or their products.Business response
03/08/2023
Hello
Firstly this product does lose money. Secondly, this is because the customer did not disassemble this product in time and let the product suffer in bad weather, this is really not our responsibility, we have marked this note in the manual.
For more information about our guarantee and 90-day return policy, please refer to the following links
[...]
We were also the first to help the customer with his problem, and the maximum compensation we could offer was US $100.
Initial Complaint
01/12/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I want either a refund and Giantex is welcome to the entire bed, or a replacement for everything except the foam mattress (i.e. steel frame, aluminum cross bars and properly sized plastic support for end legs). I was diagnosed with cancer and my son came to live with me during my recovery. He ordered a twin-sized roll-away bed from Giantex but I paid him for it and we used my email address. They sent the wrong plastic strut to secure the extendable steel bed legs to end of the frame when in use, so it collapsed, bending the aluminum struts attached to the frame and to the casters. This in turn bent the 1/4" tab on the steel frame that was to prevent hyperextension of the center legs. They have a 90-day guaranteed return policy. I contacted them within that period (purchased 10/29 and first wrote to them in mid-November). I have written them 5 times, circled the plastic struts, sent pictures of how short they were, sent pictures of the bent aluminum cross struts and tried to bend the steel tab back into position all to no avail. I have asked for a full refund and to return the merchandise, or to have them replace the metal frame in its entirety. I will be glad to keep the mattress if I can get a functional frame and proper sized plastic struts. They keep stalling and asking for me to identify the problem(s). I told them the last time I was filing a complaint.Business response
01/13/2023
Hello,The buyer installed the bed in incorrect ways thus causing broken parts.We have asked the buyer 2 times to help us confirm the broken parts, so we can send replacement parts, but haven't received any reply from the buyer yet.Please ask the buyer to reply to help us confirm the broken parts.Business response
01/17/2023
Hello
We have always responded positively to solve the customer's after-sales problems.
There may have been an error in communication, so that we did not fully solve the customer's problem. We are sorry for that.
The customer also made it clear that we have helped him solve the problem, and there is still an unsolved problem. We have proposed a solution, but he is not sure whether the solution is effective.
Our solution is to replace parts first if they can be replaced. If the replacement part doesn't work, we'll refund money. And our solution was first consulted with the colleagues in charge of the product.
Sorry for the inconvenience!
Customer response
01/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18***532, and find that this resolution is satisfactory to me. They have clarified they will be rplacing the entire bed. Thanks for your assistance.*****
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Customer Complaints Summary
13 total complaints in the last 3 years.
6 complaints closed in the last 12 months.