ComplaintsforGorilla Playsets

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a playset from Gorilla Playset 12/19/2023. Due to the holiday month I was patient in waiting for my package to arrive. They completely did not continue to inform after switching over a second party for my delivery, called Tforce Freight. When they day arrived for my playset to be delivered there was no email, no call, no text regarding my package from either Tforce or Gorilla Playset. When I called both companies neither of them knew where my package was. Tforce had informed me that the shipping location could not locate my package when it arrived, 2 weeks prior. Gorilla playset decided to make me wait to do an investigation and mind you they didn't even apologize or send me updates regarding my issue. I had to constantly call to get any answers! It was absolutely frustrating. Horrible customer service. And still waiting on refund for the playset I never got.

  Business response

  01/05/2024

  ******************, I am so sorry this happened and will talk to my team as well as Tforce. You will be given a refund as we have been trying as well to get Tforce to help us. I see where some emails from my team to you as well as Tforce have been going back and forth with no real resolution and I apologize for that. Per your email we will ask to have the set returned and you will receive a refund now back to your payment method used. If you have further questions or concerns, I am here to help. Feel free to contact me ************. Again, I apologize for this major inconvenience this has cause. we did not intend on this happening. 

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the product "Chateau Tower" from Gorilla Playsets (Model: 1500AWNS). The product was delivered with many pieces missing from the package. I have had to purchase material that should have been included in the packaging in order to complete constrution of the playground set. I have tried calling Gorilla Playsets twice, informing them of the missing materials and the fact that because they did not include material that was supposed to be included, I have had to purchase this material (wood) to complete construction. I have not recevied a return call from them. It has been two weeks since my last call. Now, not only does the playground not match because of the material I had to purchase from the missing pieces, but I have not been provided with what I paid for. I woud like reimbursement, not only for the material that I had to purchase, but also for my time that I spent investigating the missing pieces and then subsequently having to purchase myself. I have documented the material missing, as well as an approximation of how much timue I have had to spend trying to resolve this business's mistake.

  Business response

  05/31/2022

  We can always be reached by email at ********************** or *********************************** those emails are the best way to get the quickest response.

  You can also call us at ************ and ask for customer service.Monday-Friday *******, please reach out to discuss what we can do to help.
  

  Thank you.
  

   

  Customer response

  05/31/2022

  I have tried calling ************ three times now, all during business hours, and have left three messages asking to respond.  These messages are almost moot, now, since I have had to purchase the missing lumber pieces myself to finish constructing the playground.  It has been three weeks since I left my first message asking for a response about the missing parts.  The 'customer support' option you are asking me to pursue has already been pursued and there has been a complete failure on the part of Gorilla Playsets to 1. adequately supply the parts I piad for and 2. rectify the mistakes of the missing parts.  

  I am not interested in continuing the farse of customer support from **********************.  *********** is ****** not interested in providing services and product, despite payment.  At this point, I am only interested in compensation for the missing parts I had to purchase and for the time I had to use correcting the company's error.  

   

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  We can always be reached by email at ********************** or *********************************** those emails are the best way to get the quickest response.
  You can also call us at ************ and ask for customer service.Monday-Friday *******, please reach out to discuss what we can do to help.
  
  Thank you.

  Business response

  05/31/2022

  I am sorry you will need to contact Wayfair where you purchased it for compensation. We checked our system and have no email messages from you or Wayfair about your order. Wayfair could have emailed us if you reached out to them. They do it through your order on email and we get parts out quickly. There are no message in Sales Force for your order. 
  

  I am sorry but you can contact Wayfair for any monetary credit you would like. i can only compensate with product because i have no way to credit you when we don't have your payment, Wayfair does.

  Again we are always emailing Wayfair and customers and have no problem getting missing or damaged parts out quickly and responding quickly. if you would like to speak with us call *********************.
  

  i just called from my cell phone and got right through when i pressed 2 for customer service, i did have to wait a few but someone picked up.. All missing and damaged parts have to be done through email so we have a record.
  

   

   

  Customer response

  05/31/2022

  I have reached out to Wayfair, per your recommendation, and am awaiting their response.  I have forwarded your information to them.  

  Business response

  05/31/2022

  That is fine we look forward to hearing from them. They have a ticket system in place with us so we respond to missing and damages quickly. We looked and you have had no tickets entered by them yet.

  thank you.
  

  Customer response

  05/31/2022

  Ok, thank you for letting me know.  I only messaged them today, so if I don't hear from them by end-of-day tomorrow, I will contact them again.  Thank you for your assistance.  

• Initial Complaint

  05/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They charged for home delivery and then when it arrived the carrier would not take it to my house, they left it on the street at the end of my very long driveway. Nowhere on the order did they specify they would leave over a thousand pounds of product in the street.

  Business response

  05/06/2022

  we are so sorry for the inconvenience this has caused. the shipping terms are below that are posted for ALL freight deliveries.
  

  Most small accessories will ship via **** however, many of the products available on this website are delivered via a freight carrier (swing sets, playhouses, some playset add-ons). When the shipment arrives at the freight terminal near your location, you will be contacted by the carrier to arrange a delivery appointment. While the carrier may allow some flexibility in appointment times, lengthy delays in appointments may result in storage fees. Gorilla Playsets is not responsible for such fees.
  Playsets and other large items are shipped via Curbside Shipping. Delivery will be done by a tractor/trailer. The driver is only responsible for delivering the order to your curb. This service does not include set up or assembly of items or removal of packaging materials. The customer will be responsible for the contents after the delivery. Additional shipping charges may apply for remote areas or extraordinary delivery requirements including, but not limited to, low power lines, narrow lanes, tractor trailer restrictions, etc. The freight company via the phone number(s) you provide in your order schedules a delivery appointment. No delivery will be made unless an appointment is set. The delivery person requires your assistance in unloading the order.
  ******* services are prepaid, and no additional charges should be presented to you at the time of delivery. However, you may request additional services of the carrier (yard delivery, garage delivery, or address change) when the carrier contacts you for a delivery appointment. These services may involve additional charges, and are not the responsibility of Gorilla Playsets. Any additional services, such as two-man delivery, inside delivery, lift gate, or address change are not included in the price of the freighted item. The cost of these additional services varies from city to city. They usually cost between $35.00 and $150.00 extra. You may purchase these additional services directly from the freight carrier when delivery is scheduled. It is a good idea when you make your appointment, to have the freight company call you 30 to 45 minutes before delivery so as to avoid having to wait for the driver to show up. Drives do not go on residential property up driveways due to liability of damaging customers property.

  Without you information i am not sure who you ordered through as your name is not showing in my system.
  

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a playset from this company through Wayfair for $2,199.99 and paid an additional $900 to have it put together by professionals. The playset arrived on 3/29 and was taken out of boxes and put together on 3/30. The installation team showed me 2 deck boards that were split and unsafe. I contacted the manufacturer for replacement deckboards and supplied them with my purchase and pictures of the defectived/damaged pieces. They responded stating per their review, they don't believe they are unsafe or need replaced. I trust the professionals that put it together over their review of a picture. The wood is split all the way through. I don't feel comfortable having my kids play on something that is unsafe. And something I paid that much for that is new shouldn't have defective/damaged parts.

  Business response

  04/07/2022

  We are so sorry you feel this way. I can tell you as the professional and not an installer we have deemed these boards to be safe on the structure. There is nothing wrong with the little cracks in the wood. This is a natural characteristic of wood, called cracking and checking.
  

  With that being said because you are upset we will send the 2 deck boards and not charge you shipping under our warranty policy listed online.

  You will need to go back to Wayfair for any monetary compensation as we do not have your money so we are unable to refund you anything.

  If you have further question please free to call and ask for a manager to speak with a manager.
  

   

  Customer response

  04/07/2022

   
  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. It is very disappointing that it took a BBB complaint to replace the defective boards. I have also filed a complaint with Wayfair. Your customer service is low considering the high cost of your products.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a swing set from Gorilla through ********** on Jan 11,2022. The unit was shipped and received with several boxes tightly strapped to a large pallet. It was winter here in ********, so we were not able to immediately begin to assemble. We have done so this week but found several missing wood pieces in which the company (***** from Gorilla) says is an entire box. They refuse to send the items unless I pay for them again. Gorilla says because it is past 30 days, that it would be up to ********** to do something. I spoke with the ********** **** ***** and she indicated that they can only do a full replacement exchange or return of the item, not part replacement. Gorilla stated, "If you had purchased directly from us, then we could send you the missing box of pieces". That makes absolutely no sense!! This is crazy and dishonest that Gorilla will not give me the items that I already paid for. The unit is packaged up from them at the time they get notification from ********** of a sale. It does not come directly from a ********** store!I just want the missing items and not have to pay for them and they are only giving me the option of replacement at my cost that will be ***** with shipping.

  Business response

  03/23/2022

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

  I am so sorry for the inconvenience this has caused. I think there is a misunderstanding here. It is our policy to give the customers 30 days to tell us of missing or damaged parts for replacement. We will do one order to get the customers what they need at our expense. That was done for you on 1/28 for some parts that we were told were missing. Those parts were sent. The call yesterday was that a whole box is missing. When we sent the unit the the box was there and picked up by ********** carrier Central Transport. Because this is not our carrier we have no way to make a freight claim for the missing box. That is **********. They needs to give you a ***** credit so you can now purchase the box that their freight carrier lost. I know if is frustrating however ********** needs to make this right. The best thing is to ask ********** who you paid to give you the credit to purchase the missing box their freight carrier lost. If you would like to discuss further feel free to call us and ask for a manager. Again we apologize for the frustration this has caused it is not our intent to make this more difficult just to help you make it right by going to ********** as stated.
  

   

   

  
  

  Customer response

  03/23/2022

   
  Complaint: 16927095
  
  Even though I'm sure nothing will happen. I am rejecting this response because: While I understand that you provided missing parts initially, I also emailed your company when researching it prior to purchase to be sure we would not have any issues since we were buying it in the winter months.  I also disagree that the box was present from your facility because when the pallet arrived here it was tightly bound with straps and no way that a box could have been lost through that transport company.  I still feel that since this product comes from your company and represents your company and ********** gets a percentage of the sale, that your company should be making it right.  But I suppose I'm expecting too much from an American Company.  That is why I purchased it....American Made!  Now I know and so will my interested friends and family.
  
  Sincerely,
  
  ***************************

  Business response

  03/23/2022

  We are sorry you feel this way we would again suggest you ask ********** for the credit for the box that their carrier lost to purchase it directly from us. We are happy to help however whole boxes lost by the freight carrier needs to have a claim by ********** and they should provide a credit so you can purchase it to complete the set. Feel free to contact us at any time.
  

  Customer response

  03/24/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. However, we look to be at an in pass in the matter and will share my experience with others interested in the same product.
  
  Sincerely,
  
  ***************************

*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. ↩