Complaints

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered the Empire Playset from ******* around July 1st, 2024, and was advised the estimated shipping date was July 15th - July 21st. We were advised that the playset was built on July 17th and was provided the tracking number for TForce Freight as ********* on July 18th. There has been no updates to the tracking information as of today. We offered to pick it up ourselves since we are only an hour away plus we actually went to the ******, ** location to pick up an additional piece that was purchased from an authorized dealer in ********, **, but they would not allow to since it was purchased from a third party vendor. We have been extremely patient. We have been speaking with the contact customer service at ************ to no avail. We just want what weve purchased and been waiting on. The order name is under *************************.

  Business response

  07/25/2024

  I am so sorry for the inconvenience this has caused. I am having my shipping department ship a new unit tomorrow using the same PRO# *********. You should be able to track as soon as they pick it up. Again, I apologize for the massive inconvenience this has caused you. We will ship another on TForce. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a playset through ****** Next with Gorilla Playsets on April 12th for $2,658.74. Originally I was given a timeline of 6-8 weeks for delivery and installation and was pretty quickly emailed that June 14th was the date. Then on June 3rd I was emailed that the playset was out of stock and would now not be available for delivery and installation until July 21st. Then on June 19th I received a text that my installation and delivery was canceled and I would be notified of its rescheduled date at another time. Since this I have spent countless hours on the phone trying to get this situation rectified. It seems the problem is finding a builder. I was then told an August 12th date. This doesnt work for me I am on vacation. In the fine print on their website says if we cannot find a builder in your area we will refund you and just deliver. Thats what im trying to have done now and im not getting anywhere. Now they are saying maybe 2 weeks from now. This is unacceptable at this point. I am getting pushed around from customer service reps. I have been expecting this playset all summer long and how am i to trust they will even show in 2 weeks? I dont want to wait another 2 weeks. I am extremely disappointed and frustrated for the amount of money i paid this company for this to be the treatment of their customers. ***************** is my husbands name and who the order is under. His number is **********

  Business response

  07/24/2024

  ******, I am so sorry about this. I am checking into it now. If I can get this to you quickly, are you willing to take it? Feel free to call me ************.

  I can also cancel and refund as well, just let me know. i apologize for the major inconvenience this has caused.

  Please let me know how you want to proceed.

  Thank you, *********;

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a playset and installation on April 2nd 2024. The first install date I was given was May 20th. On the 20th I had not received confirmation so I tried calling the installer. He didnt answer. He called me back a few hours later saying there was an employee issue and would need to reschedule our installation. I was disappointed but tried to understand sometimes things like this happen. I then got another install date of June 5th. On June 3rd the installer texted me saying we would need to reschedule again. He set the date for July 9th, which is today, the day Im writing this. I have not received a call. No text. *** tried calling the installer multiple times, left a voicemail and have not gotten a response. I tried calling customer service this morning and they just transferred me to the installer and of course they didnt answer. I tried calling customer service again and now theyre not answering. I have never in my life had such a frustrating experience with a company. I have no idea how they are still in business. I need this to be resolved immediately. The amount of money Ive paid to be run around like this for months is not okay. I want a full refund or further action will have to be taken.

  Business response

  07/10/2024

  I am so sorry this has happened. Please provide your order number so I can do a refund asap.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a swingset in early April, paying for both the set and the installation. They gave us a tentative date of 5/24 for installation. We waited the 6 weeks for delivery. No one followed up with us so I called on 5/20 and was told the playset was on a truck coming to us that day. It did not come. It was delivered the next day, 5/21. Several boxes and a slide. We didnt know at that time that it was missing a ton of necessary pieces. Someone called to tell us the installation would now happen Saturday, 5/25. Shortly after the builders came they told us it was missing a lot of pieces and they could barely build anything. They told us there is an app where they can request all of the missing parts and that they did check off all of the parts that were missing. Since 5/25, I have called both the Albany branch that was handling our delivery and installation and the corporate line in ** multiple times. I have also emailed two different email addresses that were given to me for customer service. The Albany branch has completely ignored our phone calls, not even having the decency to call us back. The corporate line tells they haven't even received a parts request from the Albany branch and they cant do anything. My emails are also completely ignored. Im actually shocked to see someone responding to these BBB complaints since the company seems to have zero regard for their customers. My husband and I are sick over how much money we spent for nothing and the fact that the company has horrible reviews going back years talking about how many families have been scammed by them in similar ways, waiting months for things that are never delivered and getting no response from the company. If I had seen those reviews on ******** prior to ordering I never would have given them my money. We now have a dispute open through our credit card company and we require a 100% refund AND someone to remove the useless pieces they dropped in our yard and the tiny structure they built.

  Business response

  06/06/2024

  Can you please call me on this so I can help resolve this. 

  Thank you,

  Tara 

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

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a gorilla playset from ********** and had put it up and it had gotten damaged from a wind storm. We contacted gorilla playsets and told us to send them an email with the parts we needed, receipt of the play set and they would get back to us in 2-3 days. I sent the original first email on 5-20-24 and no response so my husband called again on 5-24-24 and they said to give them another 2-3 business days and I sent another email that day. It has now been 2.5 weeks and I called this morning and they said it's going to be another couples days and then give her this week and then email again next week on Monday. All we need is a few boards to fix our sons playset and we can't even get an estimate.

  Business response

  06/05/2024

  Customer service is backed up due to very high volume. I apologize for the inconvenience, and someone will be getting you a quote shortly. 

  Again, thank you for your patients with the high volume we have experienced. 

  Customer response

  06/05/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a playset from the company in late March. I never received the playset and have requested a refund. This has been a poor experience.

  Business response

  05/17/2024

  I am so sorry this happened, and we apologize. Due to install demand we are behind, and I apologize for the inconvenience. We had an install date of 5/20. We will cancel and refund this order in full as requested. Thank you. 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On March 27 I purchased a Gorilla Playsets swingset via *********** It was showing late April/early *** delivery at that time. On April 29, I received an email from ********** stating my order had shipped to my home address (by Gorilla Playsets) and would be delivered by *** 8. *** 8 came and went, I contacted ********** who essentially pushed the problem off to Gorilla Playsets. I contacted them with no return message, contacted a second time and was told my order had in fact never shipped, and wouldn't ship until closer to my install date. The installation company has already pushed back my install date due to the delay in shipping, so you can see how we are the victims of 2 poorly communicating companies. They refuse to ship the item now directly to me for storage until the install date, and the only resolution offered was to cancel the order. As if I would cancel an order and start this drawn out, hellish process all over again. Completely unacceptable.

  Business response

  05/14/2024

  Ms. **********,

  I am so sorry about this. I am not sure who you spoke with however I do show an Install date of 6/4 that should have been communicated with you by the installer.

  We ship product direct to the installer for him to off load and hold until your install date. This way you don't have a pallet sitting waiting on your installer to come. Also, it helps because without the install a tractor trailer will drop it at the end of your driveway. If you need further information, please call Gorilla Playsets and we will try and help.

  At this point we have the install date of 6/4 and the installer should be reaching out. If not, please let us know.

  Thank you,

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

  Customer response

  05/14/2024

   
  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, provided the swing set is received by the installer as planned.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered playset for 4.2k on March 23 ************************* 368, but still has not shipped nor any update since March 23rd on website and I filled promise on 4/19 made verbally that fell thru and was stated as not entered on 6/1 Now sitting at nearly 6 weeks with no reply for the delay or estimate. I have respectfully tried to contact their support line ending in 0272.I wish to receive product I ordered and am giving benefit of a doubt this is a point of sale issue inside, but no required communications received.The calls from my recorded which are notable (customer service was very polite but could not assist - suspect PoS issue as noted in their system but zero communication).4/5/2024 - noted shipment no sent which is outside 7-10 business day 4/12/2024 - noted shipment not sent 4/19/2024 - placed and received voicemail that order would be replaced. Called back to confirm this would be expedited shipping in April 5/1/2024 - called and confirmed no shipment and no change.5/21/2024 - my last day to contest with credit card company, which is highly undesirable.

  Business response

  05/02/2024

  I am so sorry this happened. I did receive a call yesterday at 5pm and said that I would work on this 1st thing. I have already contacted the shipping department to get this shipped again by tomorrow. Feel free to reach out, however i have stepped in to get you your order. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Nov. 29th 2023 I purchased a playset from gorilla sold on Amazon. The item arrived Dec. 12th 2023 but it was raining too much to try to set it up. Last weekend we opened the set and started to assemble when we realized we were missing an entire box of parts. This was a large playset that was delivered on a pallet. I reached out to Amazon about the missing piece but they stated it had been too long and I needed to reach out to the manufacturer as it was their responsibility to provide the missing pieces and they gave me the contact info. I do so and a lady named *************************** has responded to my emails but is telling me I have to not only pay for the missing pieces but also the shipping and then contact Amazon for reimbursement. Amazon has already stated that it's the sellers responsibly but did give me a $200.00 credit for Amazon only products for my troubles. I have spent several hours speaking with Amazon and they are very adamant about it being the sellers responsibility. I would just like the missing pieces I've already paid for. This was a Christmas gift for my 2 yr old grandson that I would like to get finished.

  Business response

  02/28/2024

  ******************,

  Please contact customer service to get this rectified as soon as possible. We are willing to help you, but we also need to so see what happened as this shipped from Amazon to you.

  All parts and boxes need to be inventoried within 30 days so we can address the issues then. I do understand you need a complete set, and we are willing to help. Please contact us as soon as possible. 

   

  Customer response

  02/28/2024

  Model # **** we are missing box number ****.

  Inside of that box are pieces;

  ****A roof board quantity 28

  ****B center cleat quantity 2

  ****C roof rafter quantity 4

  2470A trap arm quantity 1

  Business response

  03/01/2024

  ***, please contact customer service as stated in the previous reply.  They will get this taken care of. We are not able to do this through BBB. this is something that customer service at ********************** will handle. 

  Customer response

  03/01/2024

   
  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.
  

  The company has finally sent the missing pieces and an correct assembly instructions.Thats all I ever wanted. Thank you 

  
  Sincerely,
  
  *************************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original purchase date is November 27th 2023. Our total was $1437.39 for the Avalon with Wood Roof and Trapeze Arm Residential Wood Playset with SlideQTY 1 Item #: 5205232|Model #: 01-1081, by GorillaPlaySets. The package was delivered missing parts. The packaging was broken open with pieces falling out, upon delivery. The assembly process came to a halt when we noticed 3 missing pieces. 1x 2449 SWING ARM 90 DEGREE PLATE 1x 2448 SWING BEAM ANGLED PLATE LEFT 1x 1853C VERTICAL WINDOW SUPPORT 3.Warranty and claims on the pamphlet provided instruct us to contact the company, GorillaPlaySets. Company said they do not ship to ****** and that we would have to go through Lowes (where we purchased item). ***** said they do not stock these items individually. Directed back to GorillaPlaySet, they insist they will not cover the shipping for these parts that weve already paid for. The playset cannot be fully assembled without these pieces, therefor we cannot even use what we already paid for. GorillaPlaySets forced us to pay additional shipping of $34.60 and refused to work with *****. ***** refused to work with GorillaPlaysets. There was no way for us to get everyone on the same page and no one wanted to assist. Weve been held in limbo on our playset since delivery on December 27, 2023. At minimum, we feel the shipping charges of $34.60 should be refunded as we did not receive what we originally paid for. We want to also bring awareness to this bad business practice of businesses not willing to work with one another to sort a buying customers concerns of missing parts. Thank you for your time and consideration.

  Business response

  02/05/2024

  Good morning **** ************** am so sorry this is happening. I would like to work with you to get this resolved on our end. The problem is we do not ship anywhere outside the lower 48, for this reason.

  We have no control over these shipments and how they arrive. 

  We are always here for parts and warranty however the shipping is not covered for ****** or ******. 

  Lowes uses their carriers (*****) to send to ******, so all damages are on them to rectify. We will and did send the parts needed for any missing, warranty or claims. 

  With that being said Lowes has your money so you will need to get a refund back to you for shipping costs associated with your order.

  Again, I am sorry for the communication issues about our shipping policies, feel free to have someone contact us from Lowes and we will explain. Maybe they will give you the *** charge back or credit your account. 

  Please feel free to contact us at any time to discuss further. 

  Thank you.

  *********************;

  Customer response

  02/12/2024

  The missing items we specified and paid gorilla to send, were not all correct. We did a warranty claim and paid for shipping with request of the following parts: ****, ****, and ****c.  What we received was **** (incorrect part), ****, and ****c. Were requesting the correct part be sent, per our original request and quoted shipping which we paid for.  In addition because you recommended we go through Lowes again as they have our money, we did try again. ***** rejected us again saying we need to go through you. Whats so upsetting is the fact that you, Gorilla and Lowes are refusing to communicate with one another to resolve this for the buying customer. 

  Business response

  02/12/2024

  The parts that were not correct are being sent now at no additional charge. You were charged shipping because we Do Not ship to ******, All damaged and missing parts are being sent. **************** is asking for pictures, so we insure you get the correct part. Thank you.

*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. ↩