Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company is absolutely atrocious. We purchased a play set from **** Club that was delivered a month ago. The assembly time scheduled was 12/27/2024 between 10AM-2PM. At 12PM (two hours into the install window) we received a call from Go Configure saying that the assembly needed to be rescheduled due to weather. There was no rain and no rain was forecasted until that evening. The weather forecast was also unchanged from the previous day when they confirmed the appointment (and the morning of the install). I had to take off work to be there for the installation and they cancelled in the middle of the window.Go Configure cancelled the appointment with no replacement date available. **** Clubs escalation department has been calling them daily trying to get an appointment scheduled with them to no avail. We've been told a number of times Go Configure would reach out to us within ***** hours but it has still been radio silence from them. This is exceedingly frustrating.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Scwhinn exercise bike broke. They are the authorized repair people. Despite taking $115 from me and a promise that they would call me within a week and 10 days no one has called me and no one has attempted to schedule my repair. I have called them multiple times and no one is able to help me or come up with the solution despite promising to call me back they never do.

  Customer response

  01/11/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Go Configure has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased armoire on May16 from ********** along with install. First appt scheduled with Goconfigure was cancelled by them saying tech called in sick. Second time they came but product was found defective. Item was re-shipped by ********** and install was schedule, then Goconfigure cancelled again siting transportation issues. Install is scheduled for June 29th. This is twice Goconfigure has cancelled install of this item.

  Customer response

  07/02/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a gazebo from *********** March 4, 2024. We also bought the assembly. The assembly is through Go Configure It was supposed to only be 799 and they charged me 100 to actually anchor the gazebo down.. so the total was ****** The business told me that the reps would come out and assemble the gazebo. First off, when the 3 guys arrived right off the bat asked my husband for an impact drill. What? They came to assemble a gazebo and had no tools. Per the request of the lead assembler, we went to Lowes and bought a Impact drill, screws, drill bit and an expander. That was another 130. Well, they ended up NOT even using our drill they used the screws-- we bought extra screws just in case and they took them with them! They also left trash everywhere in our back yard, and did not take the trash with them--- its probably a good thing because when my husband and I were loading the boxes in back of his truck, we found a vital piece that was not attached to the gazebo The electrical box! they were just going to throw it out. I was really mad! On Saturday the day of the assembly, I called the Go configures office and asked for at least the 130 back on the tools that we were told to buy.. They said that they wont reimburse us as that was our choice-- no the assembler told us to run and get it for him. Being honest people we did it. They then left cigarettes all over my back yard and RV pad. They removed the dog house from its original spot and was standing on it to do the top of the Gazebo, I called the merchant on Saturday, did a review on Sunday and asked for a manager to call. I then called this morning March 11 and the supervisor I talked to said she is not going to reimburse me any money back for the poor job or credit my card back for the additional tools we didn't need. I am really upset and want to get my money back. I will pay something for the assembly but that is all! I want something for these issues!

  Business response

  03/26/2024

  Good Afternoon,

  We spoke with the customer and agreed to send a tech team out to complete the assembly/repairs. The customer returned the unneeded tools and then we reached out to the customer and provided a $75 appeasement for the issues during assembly. Customer was satisfied.

   

  Thank you.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased a swing set from Backyard Discovery and it was supposed to be built by GoConfigure. They scheduled us for Tuesday, December 12, 2023 and never showed up. We had to call them to find out they weren't coming. They then rescheduled us for the next day. Again, nobody showed up. I called and a woman told me she would schedule with another technician and confirm. She asked which days I was available and made it sound like she could get it done and would callback to confirm. Nobody called me back. I called back again and the man who was in charge of our build outright lied to me telling me he had called me and left me messages. I do not have a single received call from the company and no voicemails. I confronted him on his lies and asked to speak to someone else. He told me he would transfer me and instead just put me on hold for 30 minutes. I called Backyard Discovery, who was slightly more helpful, and told me they would have *************** (unsure of spelling) contact me. She did and assured me she would have a resolution by the next day. I told her if there was no resolution I wanted a full refund and for the item to be picked The next day nobody called me, which did not surprise me. When I called and asked for ***************** was told she was not available. I asked to speak with someone else and got put on with someone named ****. I explained all of the issues we had and he put me on hold while he called the technician. He got back on and told me he left a voicemail and would have for them to call back. I told him to cancel the order and have it picked up. He said he would have it cancelled, but they did not give me a lot of confidence. I am sure that I will have no resolution from this company.They are filled with liars and poor customer support.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired go configure to install a gazebo in my backyard that I purchased. They hired a technician who on multiple occasions missed appointments and did not follow instructions during the build which caused two roof collapses. When after weeks after receiving replacement parts I called to get a new appointment they attempted to blame me and tell me they will only refund me 35% of what I paid even though they claimed it was 50% The work they have completed I have had to go out and repeatedly fix because it was done incorrectly.

  Customer response

  09/11/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been going back and forth between Go Configure and Kidkraft to resolve the play set issue we have been experiencing since March 2023. We had an appointment on August 11, 2023 to hopefully finish the repair on our play set. Go configure called me on August 9, 2023 to let me know that they can no longer repair our play set and all their installations and repairs on hold due to financial issues. ***** who called me would not disclose any more information. She advised us to go back to Kidkraft for next steps. We have tried to contact ************************* who was the *** at Kidkraft numerous times via phone and email and we have yet to have any type of acknowledgment. We already filed a complaint against Kidkraft. We simply wanted a play set for our kids. At this point, I would not be upset if Kidkraft took the existing play set, refunded us for it and we could move on to a company that will communicate and follow through.

  Business response

  08/21/2023

  Good Afternoon,
  
  We understand your frustration and are working diligently to resolve this matter.  We expect to achieve a solution soon and will be sure to prioritize your service visit as soon as we are able. Your experience has not been what we had hoped or planned for and we will continue to work to bring a final resolution to this for you.

  Thank you.

  Customer response

  09/08/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Backyard Discovery 14x ** ******* *************** Hip Roof online and paid extra for it to be installed by Go Configure. According to the website, a technician would be scheduled within 2-5 days of the gazebo being delivered to my house. It was delivered on June 20,2023. It is now June 28, 2023 and I am still waiting for a technician to schedule the installation. The paperwork says Go Configure would contact me 24 hours after delivery. No one called to set up an assembly time. I have contacted the company everyday and have been given the same run around every time. They will call the technician, leave a detailed voicemail, and email him as well. Was told they will contact me within a few days with a scheduled date. Its still sitting on a pallet in my driveway. I am completely fed up with this company. I have told them I am available all day any day for them to come install, yet I still have yet to get a date scheduled. Even talked to the District Coordinator for my area to be told she couldnt reach the technician. It makes no sense at all, and I am tired of being told the same bs over and over. At this point, I'm ready to get a refund and find someone else to build the gazebo. I didnt know anything about Go Configure issues when I bought the gazebo. Finding out now of all the problems and I am not willing to wait 2 to 3 months, based on others complaints. I will give someone until Monday. If I dont hear from them, I will ask for a refund and pay someone else to assemble the gazebo. Seems like this company is committing fraud because of being paid upfront and then not contacting and doing the work! Wont do this again. Cant believe . Club does business with this company!

  Business response

  06/30/2023

  Good Afternoon,

  We were able to offer a schedule date of 7/16, but the customer decided to cancel. We were working for a sooner date. We apologize for the delay, thank you.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a backyard discovery bristol point swing set from **** club online on April 10 2023. I paid for assembly which is through go configure. I reached out to go configure in order to set up the assembly when the packages arrived on April 26. I wasnt able to get a date until May 5. That was cancelled for a medical issue. No other techs have been found. It has now been postponed two times. I am taking off work as requested and no missed 2 days and will have to miss a third with the last cancellation. *** called the evening prior to confirm the appointments and was an always assured everything was good to go. We have a Playset in boxes on our property with no hope on getting it set up anytime soon. We have been told by the manager there were no options to move it to a different technician without waiting even longer. Rescheduling is never easy and we can not get a clear answer other than ************** has has medical issues and cancelled. They Never tried to accommodate with another tech offered etc.

  Business response

  05/26/2023

  Good afternoon,

  We were in communication with this customer to reschedule their service for 6/9/23, but the customer chose to cancel their service. Thank you.

  Customer response

  05/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Their offer of June 9 is one month from the second cancelled service. How is this acceptable? We have paid for their service through **** club on April 10. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  06/20/2023

  Good Morning,

  We completely agree that getting an offer date that far out is not acceptable and we will work to improve our service. When looking into the order, this has been cancelled and refunded. We do understand our service failure and apologize for the multiple delays.

  Thank you.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a playset online and paid extra for it to be installed by Go Configure. According to the website, a technician would be scheduled within 2-5 days of the playset being delivered to my house. It was delivered on 4/16/22. It is now 5/18/22 and I am still waiting for a technician to schedule the installation. I have contacted the company 5 times in the past 3 weeks and have been given the same run around every time. They will call the technician, leave a detailed voicemail, and email him as well. Someone will contact me within a few days with a scheduled date. Yet here I am, over a month later, and it's still sitting on a pallet in my driveway. I am completely fed up with this company. I have told them I am available all day any day for them to come install, yet I still have yet to get a date scheduled. It makes no sense at all, and I am tired of being told the same bs over and over. At this point, I'm ready to get a refund and find someone else to build the playset. Maybe then my daughter will at least get to play on it before summer is over.

  Business response

  05/26/2023

  Good Afternoon,

  We have been in communication with this customer and have scheduled their service for 6/3/23, thank you.

  Customer response

  06/05/2023

  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 and the matter has been resolved.
  
  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. ↩