Would give them 0stars if possible,to start off I arrived here for delivery on Monday morning and was told to drop trailer. I told the guy that our company don’t have any other trailers in the area this is the only in I have, then he told me to park on the fence line and told me you might not get unloaded today, so I asked why? “Cause we are backed up “ he respond. Ok so I parked and waited asked later on that day what was the status,they replied that the receiving team left home already!!!!! 🤬🤬🤬🤬 the second shift and the yard jockey was more helpful than the receiving team. The yard jockey moved a trailer out the dock and told me to put mine there and was told they might work on it that night. Woke up this morning at 7:30 that’s when receiving shows up and it is currently 10:00am est and still not unloaded completely, I asked again when will it be done and just got a response “waiting on what my boss wants to do “ 🤬🤬🤬

Exit 32 from I 93 then go East 60 and then turn right on commercial st and then pass Charles st and turn left for truck docks they are corner of Charles and commercial st ..nice guys ..fast loading ..they have diff docks ..I pick up load from receiving dock..then exit to Charles and wide right turn to commercial and left to next light 60 west and fallow it to i93 circle

First, after 8 weeks on order, they couldnt find the order. They gave me the wrong order number! Then it was delivered from Malden, MA which is 25 minutes AWAY from me, up to Newberg, NY to wait for more orders in order to fill up the truck. Then I got an email saying it was delivered to FedEx in Southborough MA which is about 40 minutes away. That was a lie. Eleven weeks later, it was finally delivered. That was the easy part! Now its time to get it installed. Its been sitting on my patio for about 5 weeks now. There is apparently NO ONE IN MA WHO WILL INSTALL IT!!! SunSetter gave me the name of one person in the whole state authorized to do it, and does not come to my town. They told me to call any of the dealers in my area, NONE WILL TOUCH IT IF THEY DIDNT SELL IT. I called My Handiman because just today I saw they partnered with SunSetter to install. They new nothing about it!!! I just called SunSetter back now and they said they have a list and they will put out an order and someone will call me in 48 hours. ANYONE WANT TO WAGER THAT ILL GET A CALL???I hired a company to do the job last week. They sent me two 19 year olds who had been on the job for 3 months and had 3 weeks of general training. They barely new which end of a hammer to use!!! They put numerous holes in my wall, none usable.. I fired them. Installers have to know how to put these things up. SO BUYER BEWARE!!!!! I am disgusted! They may be getting the whole thing back yet!!!

Sunsetter changed my order without permission. I received a unit that is 1000. less than ordered. They are the worst company I have ever purchased from. The customer service (Spencer) is rude before getting all my info. They refunded and changed the unit without my knowledge for a lesser unit and sent it. Wrong color, wrong model and bad service. There are many reviews now seen that have the same issues as me. This company will be reported to the BBB tonight or tomorrow. When delivery is made the packing slip has no information of the items delivered. Heres what it says. Canopies, awnings, carports or boat shelters. O/T portable or frames therefor w/wo brackets, post, lighting fixtures or complementary. Thats the packing slip that I am to know whats inside.I would not recommend this company to anyone. Further, I now plan to tell as many people as possible how this company treats customers who have paid. Look for more on Twitter and FaceBook for my continued reviews of this one star company.

The awning I got 20 years ago is still going strong! Im very impressed with the quality of the product! Sadly, I happen to live in a place where strong winds can come up instantaneously and damage it badly if youre not there to bring it in; so Im not able to read it open when Im at work, or in the shower, or downstairs... I wish I had gotten a pergola instead in my case, but only because of my location.

I dont know this place first time here... If your delivering here you must have good direction... Streets are VERY NARROW here. I like the fact they dont waste time get started. It may take a bit to get loaded just have patience.... Beautiful town...

Placed an order 6/8/20. Received this from the company Due to the current state of the economy, awning orders are in high demand and SunSetter is experiencing extended lead times. We are working OT and have opened a 2nd facility to build more capacity. We expect to be back to normal lead times in the coming weeks.. Part one of order delivered In 8/20. Part two of order still pending, no ETA.

I bought their motorized roller shade with the hopes of getting a superior shade to anything else on the market. When the shade arrived Friday and I took it from the package, everything seemed correct, so I grabbed the instructions and got to reading. The first thing I noticed was that I was going to need 6 pan head screws to hold the 3 mounting brackets to the wall and I would need 4 flat head screws to hold the 2 cable guide brackets to the floor. The package came instead with 4 pan head screws and 6 flat head screws. No problem because I have the correct hardware on hand. The next thing I notice is there is a deep channel along the housing of the shade where the mounting bracket hooks in and then a set screw on the opposite end holds it tight. On every other project like this Ive ever seen, common sense would dictate the channel should mount to the bottom and the set screw to the top (weight distributed more evenly across the entire width of the product instead of on 3 small set screws, set screws would be on top of the shade out of site instead of right where someone would notice them, even the initial mounting would be easier as you would just set the shade in place and then just keep it from tilting away from the wall) anyway, according to the instructions this would have been incorrect, so figuring there was some bizarre reason they wanted it the other way round, I went out to check that orientation and realized that would cause the motor to now be on the wrong side of the shade from what I ordered. So I took a look at the end caps and they were reversible side-to-side with just a couple screws. No big deal, assuming the motor could mount on the other end so I swapped them. The gear that turns the shade was mounted permanently to the left side, so then I had to slide the entire shade out of the housing and put it in from the other end. Now in business, I realized this also meant the shade was rolled from the wrong direction (under instead of over - think toilet paper). I decided to go ahead with the install and see if I could unwind the entire shade, and keep on rolling to take it back in from the opposite direction. It worked, although that added another step of re-learning the remote so that the old UP was now the new DOWN button and vice-versa. Then I unrolled the cable guides to mount them to the deck surface which is 9 below where the shade is mounted, and guess what? More problems!! The cable is a mere 86 long. Now I understand that they say you can NEVER UNROLL THE SHADE MORE THAN 84, but at least the guide cables could be long enough to reach the ground right? Not according to Sunsetter - they refused to send me a pair of 9.5 cables, after everything I went through to re-engineer the incorrect product they sent me. What good is an extra 2 going to do anybody, by the way? For christ sake, if they think their customers are so stupid they will over extend the shade, they could paint a red line at the 84 mark on the cables. Or put a clip at 84 that wouldnt allow the shade to drop further than that even if someone were completely incompetent. Their solution was to offer me an exchange - after the one I have is already fixed. So they want to pay a shipping company to send me a whole new unit and return the one I have, and Ill end up with the same 86 of cable after probably a 2-3 week wait. Sounds super smart. So in conclusion, if you want to buy an overpriced, inferior product that is designed, put together, and packaged by idiots, you have certainly come to the right place. If you want something that works correctly when it arrives, I suggest you keep looking. One other thing that the instructions fail to mention that I havent gotten to yet because my cables arent long enough to matter, but Ill also fix for Sunsetter is to let you know that you must install the adjusting nut on the banjo bolt before you thread the cable through it. Seriously....

The worst company I have ever encountered. Shipping was a disaster. I was told by sunsetter to drive to UPS freight warehouse and pick up awning if I wanted to get it. UPS freight said they dont want to deliver these awnings because they are too big. I had to go into the back of the UPS freight truck and drag the awning out myself because the delivery driver could not move it by himself. Salesman and customer service lied about delivery date. Customer service never has the authority to help with anything. They do not follow through on their promises. Do not believe what they tell you. I was told they would make this right and they have only made the situation worse.

First shade, great, second shade damaged one shipping. UPS returned it . I am still waiting for my refund. Over two weeks. Terrible customer service!!!! Never again. Sun shades are fresh and cost less than a fraction of a sun setter shade. Gonna post daily on twitter until l get my refund.

Warning, don’t order a Sunsetter. I keep getting the run around on my delivery! And was forced to pay upfront!

BEWARE!SunSetter is unable to deliver products.I ordered replacement awning fabric and an awning cover on May 4th. The sales representative noted that due to COVID the manufacturing would not open until June 1st which is understandable.I got an email mid-June saying that my items were ready to ship and the freight company would schedule delivery within 10 business days. I called Sunsetter to confirm, and they said my items were already on the truck!By June 29th no one had contacted me for delivery so I called SunSetter again. This time they said my items were ready for shipping, but had not been picked up and I would get an email as soon as they were.By July 13th, no change so I called SunSetter to inquire. This time they said everything was ready, but they hadnt call flag shipping. The representative said this was done and assured me shipping would respond within 2-3 days.On July 17th I called again because there was no change. The representative sent another note to shipping and when I asked to talk with a supervisor about my issues, I was told no.Throughout this whole time, SunSetter has been sending me form emails and even a form letter in the mail that they have added more shifts and assured that I would get my products within 2 weeks.As of yesterday, July 30th, still no change so I decided to email a complaint in a last chance to remedy the situation before I cancel my order and give a bad review. I received a auto response that SunSetter is overwhelmed with inquiries and are unable to monitor the email box, but we expect to be back to normal lead times in the upcoming weeks.I see other similar recent reviews where products are ready to be shipped, but arent, so SunSetter is likely having financial difficulties and may not have the ability to overcome.Bottomline: Do not give any money to SunSetter or any of their local dealers up front, and I would not recommend doing business with SunSetter at this time.

This is a terrible company. Upon receiving a big packet of marketing material in the mail, advertising great promotions from Sunsetter, I called them. They informed me they contract with a rep in my area, Mooreshades4less and told me to call him to purchase and perform the work. Mooreshades4less had no problem calling me back right away and scheduling an appointment for a sale. On June 2, after a consultation at my house, the company charged my card for a new fabric cover, LED Lighted awning bars, and a new motor. It has been almost two months (about 1 month and three weeks) and with summer almost over, I still do not have my awning. I have repeatedly texted the rep at MooreShades4less and called Sunsetter over the past month to get an update on my order. The hold time for Sunsetter for the phones is about two hours. If you put yourself into the cue, then they call you back which, somehow, mysteriously always manages to go straight to your voicemail without a ring. They leave a voice message that says we tried to call you, please call us back. If you send them an email, you receive one back that says, we know you are anxious to receive your awning and we are working hard with production and have been slowed down with COVID. I got in touch with someone today and I asked to speak with a supervisor. The phone rep told me there was no way of contacting a supervisor from her floor position and that she would have to leave a message and they would call me back. I told her they had until 3 PM to call me or the order would be canceled. It is 3.30 PM and surprise, no one has called me back. I also asked for the supervisor of the company they contract with - Mooreshades4 less and no one there will return my phone calls either. I initially got in touch with the Mooreshades4less rep about all the problems. After an extensive text thread where he even came to my house, he claimed he did not know who I was. As one of his clients, he did not bother to program in my number and record my name. He also told me he had no way of tracking down my fabric. Basically he is being paid to be the middle man and said he had no way of getting information from Sunsetter as to where my fabric was. Whats more is Sunsetter is advertising extensive promotions. Yet, their phone voice messages state, they are having trouble keeping up with the demand due to COVID. Well, I ask myself, then why are you pounding customers with promotional advertisements you cant keep up with and charging peoples cards two months in advance of orders that are still not here? furthermore, they are advertising several specials that they dont honor. I received glossy brochures advertising a free color changing mug and an awning cover. My rep did not know anything about this. He said he would check with the district manager and get back to me. He never did. Also, they have other ads enticing you in - Save $500 when you upgrade to a new motorized awning. I was told that was for a new awning. Meanwhile, I purchased a new motor, new awning cover, and new lighted awning bars - so what qualifies as a new awning??? I finally canceled my order today after no one could tell me where it was and every phone call attempt was two hours. I have wasted so much time with this company. The whole summer has gone by and still no awning. I can only imagine if something went wrong, what it would be like to discuss a warranty issue. I will see if they refund my money as requested. If not, I will have to get in touch with my credit card company.

Not really the fault of Sunsetter but I live less than one mile from their factory in Malden and somehow the shade got lost in transit between them and UPS their freight distributor. Had three separate appointments for delivery in all cases was not delivered no phone calls nothing meaning I wasted three days off work for nothing. I wasted an enormous amount of time tracing things down again no proactive approach by the shipper. Cancelled entire order when they admitted that they could not find my package after two week delay.

Warning Do Not purchase the awnings. We purchased a $4,500.00 awning with a 5 year warranty. The awning is 2 years old. The awning wont open or close and Sunsetter wont repair it. They referred us to the installer who also wont honor the warranty. This is a bad way of doing business. They dont stand behind the product. Jim J.

Not a good product. Aluminum frame bends with little to no force. The design is unnecessarily complicated making it easy to damage the frame and the tools needed are American (why did you make it for American Allen wrenches?). It won’t take even minimal rain so be careful

Have been calling for service form 6 weeks! Keep leaving messages on voice mail. No response to date. Worse customer ever!!! Would not recommend to anyone.

If i could give a zero i would. Worst customer service ever along with fedex. Had to return $400 dollar shade via FedEx with return label sent via email. FedEx picked up and now SunSetter says it never arrived. Fighting to get my money back as neither company wants to accept responsibility. Promised follow up calls with status. Complete joke. Don’t buy anything from them. Find another way to get shade! #imout$400.00

I have been through 2 of the sunsetter telescoping flagpole. The first had a problem with the rings holding- they wanted a lot of.money for a repair kit. Same thing with the second. Fortunately they were ordered through Costco and refunds we te given. A new one ordered, but not by Sunsetter!

After 1 week no reply to a question about one of their $ 3200 products.

I called to get some more info about potentially placing an order. Spoke to a rep named “Jp”. He had quite the temper and began to belittle me when I decided not to purchase.

My husband and I called shade one awnings based on the reviews posted to their website. Obviously the reviews were posted by friends and family members because our experience was nothing like the reviews posted. My husband called shade one and we met with Don who gave us an estimate and told us he would be out to measure that Friday. Not only did he not show up but he didnt call and did not return the messages we left him. Finally after more than 10 days of trying to reach him I called as a new customer and his associate Tim returned my call and actually came to the house to measure. Tim told us that after we had approval from our HOA that we could leave a deposit and he would order the awning. We submitted the request to our HOA and emailed a copy to Tim as instructed. After more than a week we called him who did not return our numerous messages. When he did call back he told us that he needed our HOA to email the approval. Our HOA said they didnt do that and that our providing the approval was sufficient. During all this we called the SunSetter customer service number several times and were told that they would speak with the dealer. The third time we called they actually got the dealer to call us but we had already decided that not only was the dealer unprofessional but SunSetter took no pride in who they had representing them. We ended up going with a non- SunSetter product.Social media is a powerful tool and I do plan on using it.

Great product and the dealer was very helpful.

Beyond poor customer service. Dealer did not place order, had to call 3 times to get issue straightened out. Got phone call, order placed and would expedite and awning being made that week. Three weeks later awning on back order been over 2 months since we paid for awning and still not here.

If I could give a 0 I would! Customer service is horrible. Found out that my awning is on backorder after a week and a half. Its very hard to believe that no one has any information other than This is our busy time to offer me. I hope this awning is worth it and I hope I get it before winter at this point!!

My year old $4000 motorized with wind sensor broke off on one side July 4 th with 11 mile an hour winds ( Sun Setter claims can withstand 75 mile winds ) An half hour later 20 people would have been under this 300 lb object. Sun Setter blames their certified installer; Installer blames manufacture. Wanted to use and enjoy during PA short season I agreed to pay for repair. Only to find out it will take 3-4 weeks to receive materials. So much for my niece’s bridal shower on July 29 th. What if the other side breaks off ripping siding off. Please view my Facebook Page at Margo Amory to see photo.

If I could give a 0 stars for customer service I would. I ordered an awning from Sunsetter 2 months ago, they gladly accepted my money, which was over $1000, and now 2 months later I still sit here wondering where my awning is. I was told today by customer service (which is about the 4th or 5th time Ive had to chase this order) that they had to order me a new one because I missed my original delivery appointment. THAT IS A LIE! I took the afternoon off work to meet these people and they never showed nor did they have the courtesy to call to let me know they werent coming. Now Im getting a song and dance about how it will be another 14 days before I get it and theres nothing more they can do. At this point, Im not holding my breath. Horrible experience!

Telephone service could be better, unable to make contact with the 800 number.

I HIT THE WRONG BUTTON,I LOVE MY SUNSETTER!

Great place to work

New

Excellent products