ComplaintsforKozyard LLC
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Complaint Details
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Initial Complaint
10/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an outdoor swing in March of 2024 from Bed ************** It was for my brother who has special needs. My parents put the swing together in June. It lasted 3 months and then it broke. I contacted ************************ said to contact the manufacturer as it is under a warranty. I reached out to the ************** said the only thing they could do was send replacement parts. The way the swing broke, replacement pays wouldnot fix it.Business response
10/10/2024
Bed Bath and Beyond is right, your purchase is under warranty, we need to get a picture from you to identify it is product quality issue, we will be able to send replacement parts, your return and refund window has been expired, we have to follow our service term to provide service to you. thanks.Customer response
10/10/2024
Complaint: 22405765
I am rejecting this response because:The replacement parts will not rectify the situation. The way in which it broke is not fixable. The quality in which it was made is poor. This swing should not have broken in the little time that it was used.
Sincerely,
****** *********Initial Complaint
05/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered a 12X16 gazebo along with accessories online directly from Kozyard on 5/5/24. They promise free 3-5 day shipment within the continental **. After hearing nothing from them after order confirmation, I reached out to them several times and finally got someone on 5/17/24 who told me that coincidentally, part of the order (the gazebo and two accessories) was being picked up that day. They had no tracking number to share nor any delivery date. The other items were shipping separately through a different shipper. Miraculously, the first shipment of the order arrived on 5/20/24. Alas, it was too good to be true because 2/7 cartons were missing from the shipment (the two separate accessories). These missing items were noted by the **** delivery driver and an Exception case was opened. Of the 5 cartons to arrive (the gazebo), they did so on a palette and not shrinked wrapped as is the normal procedure. All 5 cartons were damaged, some badly, and we were instructed by both the shipping company, and then the next day by a Kozyard customer service rep, to open the cartons and inspect for damage. We did this and found damage to several parts, plus the quality does not look great. After all the headaches with Kozyard, shipping problems and the disappointing product quality, we decided to return the order in full. Their written return policy is that they offer an unconditional 30-day return guarantee and if the boxes or product are damaged during shipping, they will pay for return shipping. Ive notified Kozyard of our decision to return the order for a full refund and requested prepaid shipping labels with instructions. Ive sent 4-5 emails on this, both to their general CS email, as well as to the initial person who arranged for outgoing shipping after I talked to her on 5/17/24. *** also called numerous times and mostly it rings with no answer, except for 1 person I reached in their ***************** who promises return calls that never happen. Legal is next step.Initial Complaint
05/23/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 04/27/24, I spent $48.94 for a swing cover cloth on this company and the order number is: KOZYARD *****. On 04/28/24, I got the cover and realized that i ordered it by mistake so I called Kozyard and they said it would cost me $10.00 for the return label. On 04/28/24, I went to the US post office to send it back and it costs me $9.50 for the postal fee. I had been waiting for the refund but i did not see it happened so I called Kozyard. An employee checked and found it in a warehouse and she said they would issue a refund later.On 05/23/24, I checked for the refund and i realized i got only $38.94 instead of $48.94 as I had spent. I called them up and the same female told me they charged me for $10.00 restock fee per company policy. i asked her why the company did not let customer know in advance that the company would charge %10 for restock fee. She did not give me a clear answer. I told her i would report this to the BBB, she said," go ahead honey!"Bottom line, I had lost $19.50 over the $48.94 for as piece of cloth. This is a terrible practice from a bad company which still conducting business to rib off people out there.Initial Complaint
08/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On July 8,2022 I purchased a patio set from Wayfair. I used it for 2 months and then it was storaged in my basement. After only 2 months outside the cushions faded from a navy blue to a silver grey. In April I spoke with ******* who referred me to the Manufacturer Kozyard. It was advertised as non fading material. I have emailed, call, texted Kozyard. On May 13, I was informed via email that I would get replacement cushions. Called in July to inquiry and they said they would provide a refund since I never received anything. As of today, 8/21/23, never got refund or even the cushions, which I do not want because I had to buy a new set. I paid $744.44Initial Complaint
07/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered the gazebo through Amazon in 2021. I have emailed Kozyard through Amazon complaining about the quality of privacy curtains and requesting new metals hooks. I also sent them pictures of where the curtains at the bottom were fraying. They said I would have to pay for the **************** charges to get both. I asked why and have never gotten a response back. The only thing I have received is plastic hooks of which my gazebo does not have and the runaround. I tried to call them today (7/7/23) on their customer service phone number line and it just keeps ringing. Is this company out of business? I see other consumers are having problems as well.Initial Complaint
06/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased the *** Gazebo through Wayfair about a month and half ago. It was missing 2 pieces. I tried to call customer service but the line just rings and no way to leave a message. I have submitted numerous contacts through their website. I have also sent emails. All with no replies. Also their customer service number is incorrect on the assembly instructions.Initial Complaint
06/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I've been trying to get in touch with Kozyard customer service for several weeks now. I have purchased a canopy from Amazon and they advised that I can only speak to Kozyard. I need to get replacement parts as the canopy is falling apart. When I call the customer service number, it rings without anyone picking up. I have only two successful times when an ****** picked up and said she would get back to me with a price. She never gets back to me. I need this replacement kit and I need some from the company to contact me directly.Initial Complaint
04/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased ********* 12x14 Gazebo from ********** on 3/23/2023, no issues with getting our Gazebo; however, when we put the Gazebo together we noticed that there was a large hole (size of a dinner plate) in one of the insect screens. We called ********** and they immediately contacted Kozyard for the replacement screen. It is now April and Kozyard will not send us the replacement part after emails and calls to their support team from both ********** and us. You call customer service at ********************** and the phone just rings, you leave a message and NO ONE responses, even ********** is amazed at the lack of response they are getting too.Initial Complaint
06/06/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased an item from Kozyard via Amazon in May 2020. When item did not arrive, cancelled order and received a refund from Amazon. Item showed up days later and contacted Kozyard for return shipping label. They apologized for the shipping delay and asked that I keep the item. They would also reduce the price by $50 if I would send them a check for the item, which I did. Afterwards, Amazon contacted me to let me know that I should not deal directly with their vendor. I was instructed by Amazon to contact Kozyard and have them destroy the check and Amazon processed the order again with my debit card. I also went to my bank and placed a stop payment on the check to Kozyard. All was good until December 2021 when the check that Kozyard was instructed to destroy was processed and cleared from my checking account. I have had multiple conversations with Amazon and Kozyard with no results. Kozyard has refused to refund my money even though I have proof that the item was paid for via Amazon. And they have no explanation as to why they cashed a check that was dated 16 months old. I do have all documentation which I also provided Kozyard.
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Customer Complaints Summary
9 total complaints in the last 3 years.
3 complaints closed in the last 12 months.