They failed to pack a power supply for our $6k awning and then proceeded to tell us we had to prove we didn't get a $20 cord when we called customer service. Is that service?? They said it was their policy. So their service policy is when the mess up your multi-thousand dollar order - they don't care and you need to prove it. They simply don't care that their product is useless -they took our money fast enough.... Edited to add pictures of my non working awning The shade on the awning did not function - when that was mentioned Sunsetter told us to HIRE A SERVICE TECH -on a BRAND NEW AWNING Yes we have to pay for that - How is that for a warrantee? read more

SunSetter Awnings - This is a brand new nonfunctioning SunSetter awning a that came missing parts and parts non-functioning features - Awnings Near Me - Malden, Massachusetts

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The quality of the product is substandard and the warranty is a joke. They prorate everything. After 2 years it no longer opens.

Terrible customer service. Been 7 weeks and still no awning. Cannot get any answers from customer service and supervisors are not responding to my request for a call read more

The Sunsetter appears fine. However. We ordered the wind sensor and as of yet, nada. We were told the installer had it. But he has ghosted our phone calls to get it installed. That was May 2025. This is August with no sensor installed. The company won't take our calls. So, we're screwed out of $400 for a sensor we agreed to and yet do not have. I'm thoroughly disgusted with this vompany and wish we had never talked to them at all!!! Horrible customer service!!! read more

Very well made. Easy to operate. Beautifully designed. The wireless remote control is very effective.

Terrible service, order (2) months ago and paid, they don't respond to either phone or email. No shipping or order status. You can wait for hours on their help line and then get 'call back' option which they never do or they tell you they are closed for the holiday's ? What holiday's ? The 'lame ass' business holidays that don't exist. Don't ever do business with them if you can avoid it. mg read more

WARNING - BAIT AND SWITCH This company solicited our business with an offer for an outside awning in the range of $4,000. By the time we got the contract, it had gone up to $6,200. We were told that this was all-inclusive. Today, months later, the awning arrived. Because of its size, the UPS driver couldn't unload it by himself. I called Sunsetter to find out where the installation crew was and they said that the price did not include installation - even though we had discussed installation logistics at length when I placed the order. We are cancelling the order and learning from our experience. read more

I received a flyer from Sun Setter awnings for a manually-operated model 1000XT Model Awning. The sale price for a 8 foot wide awning was $449.00 and I was also to receive the Sun Setter Patio lights (Set of 6) for free. I called the local dealer to come to my house to measure to see where I could have it installed in my back yard. I showed the rep the flyer I received and the sale price for this awning. He advised me that he could not honor that price and he left. I called the local office for Sun Setter and was also advised they could not honor that price. Then I called the 800 number for assistance and they had no idea how to help me and advised me to call my local dealer. NO HELP AT ALL FROM ANYONE. No one could help me make this purchase for the sale price. read more

I first talked to a salesman that was 3 hours from where I live. He told me that he was pretty much the only sales person in the area. He was insulting, I should have backed out but I did not. I allowed to come to my home and give me a quote. Ok we finely agreed on a price I could live with. But later when I received email of my order it was more than we agreed on. I tried to contact him it took a few calls and texts to get him. Again his response was rude. You are told you only have 24 hrs to change your order, so next day rolls around and he calls and tells me that the system had a glitch and did not add sales tax, however the agreed price while at my home had sales tax added. I tried calling customer service, that was a joke. I have always thought highly of Sunsetters. Not anymore. I cancelled my order. I have lost all respect for this company and would not recommend them to anyone. read more

Sunsetter is a horrible company. I purchased 3 exterior awnings motorized. I live in Roswell, Ga. I also added the 6 yr. protection plan for more money. I cannot get a return call from my rep., Brian Dunn. Absolutely the worse service. They do not care about the consumer at all. Buyer be ware. Would never use this company again!!!! read more

Dear Sunsetter customers On April 22, 2019 I called Sunetter awning company to obtain a cover for my Sunsetter awning. I paid for it over the phone and they sent me an invoice and a confirmation email. So to start this DRAMA ridden story....The specific cover I needed for my awning was in the design faze. Yes the design faze (in which Sunsetter kept telling me it was a legal process that was going on which is why they were being redesigned. They also continued to state to me that one of the reasons for the redesign was due to a safety issue with the originally designed covers. Now I do not know the details as I did not ask, I was just interested in ordering/purchasing a cover for my awning. I literally called Sunsetter every couple weeks from April 22, 2019 to the most current calls leading up to me not getting my cover at all. I have spoken to managers/supervisors, many customer service reps and many rude and condescending reps (to include managers/supervisors). The complaint I have is that I have paid for my cover (on 4/22/19) and now that the redesign is complete and the covers are ready to be shipped out Sunsetter personnel are telling me that I did not pay for my cover at all. They have tried to charge my card on file (but due to having to my card hacked I have a new one), so they are harassing me to pay for the cover that I already have purchased. Frustration has no doubt set in. Multiple times that I talked to/called Sunsetter (since 4/22/19), I have requested for my money back. I should have taken it because many of the customer service reps were going to reimburse my card. However, they continued to state that the cover redesign will be done soon and I would receive my cover soon. Well as you see 6 months later I still do not have my cover for my Sunsetter awning and at this point I am not sure I will ever get it. As I mentioned above, I received an invoice for this purchase on 4/22/19 (the day I order my cover). In the most recent of the conversations/phone calls with Sunnsetter customer service, they said they had no invoice on file and they had no record my payment (but that is not what they told me in all the previous calls with them). They asked me multiple times to send them the invoice that they should have had on file. They stated that if I sent them the invoice they would send out my cover as soon as they got it. Reluctantly I sent them the copy of the invoice they sent me on 4/22/19. And yes that was approx 3-4 weeks ago now they are telling me I will not receive my cover unless I pay another $86.24. Now they want me to send them my bank information to prove I paid for the cover. I shared with them that no I will not send them any bank information. I am unable to view my payment status on Sunsetter awning website, so are customers supposed to just take Sunsetter word for it? No where on the web site does it allow to view our detailed payment information. I do not trust them, the customer service is horrible, disrespectful, disengaging, condescending and their customers seem to be the one in the wrong according to this whole process I have been through. By reading other reviews as well....it seems that I am not the first and probably won't be the last to get screwed by Sunsetter. I guess I don't understand that reading the below reviews how Sunsetter can have an A+ rating, because it is obvious they have a horrible CS, sales and design departments. Tammy read more

WARNING: DO NOT BUY FROM SUNSETTER! The first word I think of after SunSetter Awnings is: "DISGUSTING"! They are SAD! They will take your money, but after that they will not talk to you. I ordered My Oasis Awning in April, didn't get it until June. Delivered in parcels on different days. SunSetter said it was all UPS' fault. But UPS talked to me and finally delivered what they had. My LED lights are still somewhere else. SunSetter has not sent them with the awning despite the fact that they have my money. On top of all this, the awning does not work as it is supposed to. Try to get Technical help.....you can forget that too. The bottom line is, no one will talk to me or you unless you want to place an order. Try to get customer Service or Tech support. It won't happen. When you call, you must press the key for a new purchase if you want to hear a voice. Then you will get someone within one minute, but that person is only there to SELL. I finally learned that after a dozen or so tries, so, then I called and pressed the keys to get a salesperson, and of course when I did, I got someone in a matter of seconds, but I was told "I can't help you, I'm in sales". Can you imagine no sales person cared to help with my situation. They just didn't care. This has to be a Company Policy. One after the other said the same thing. "Oh, I can't help you, I'm in sales. They didn't care about anything I said. All of them said, I can connect you to Customer Service, but none of them did. I held on the line for more than 45 minutes and no one came to the phone. Some of these people are: Nancy; Jim: Nate; Brendan; Melissa; Debbie. I also sent emails, but again, no response from SunSetter. They know they have my money and they don't need to talk to me. But call and they will talk to you about placing an order. We are, now back to my opening, DISGUSTING! read more

I would give negative stars for these guys, folks stat away from this product. It is really overwhelming to pay this amount of money more than a month ago and sunsetter delivered to me a completely wrong awning, they lost my 14 feet awning and delivered me a 20 feet awning, i had to go through lots of phone calls between UPS and sunsetter to get thier mistakes corrected and both companies are blaming eachother without caring of the customer, i had to pay for installers who came to try to install the awning but they found out that i have a wrong awning, i have a 20 feet awning in my backyard, stuck with it, did not get anyone to pick it up and delivere me my correct 14feet awning after all of the sunsetter call center promises to correct the situation, Costco need to step in here and costco has to reconsider dealing with sunsetter read more

I ordered an awning and getting help with the shipment process was a nightmare. Their product seems to be of good quality but getting it shipped to your house is a real pain. When it finally arrives prepare to have a team carry it to your house as the shipper (TForce) cannot come onto your property. SunSetter does not tell you this information. read more

Sunsetter awnings has been a very bad experience. We spent approximately $5,000.00 on our awning with a 5 year warranty. it wont open and close and when calling Sunsetter they wont honor the warranty and send you to a subcontractor to repair the awning who also won't honor the warranty. We spoke with Laurie Johnson at Sunsetter who doesn't care and wont help. Our awning is 2 1/2 years old and doesn't work. Warning this is an awful way of handling customer service and not standing behind the warranty. Jim J. read more

Bought a 20 foot motorized retractable SunSetter awning through Costco. Was told over the phone by SunSetter that it would take 2-3 weeks from purchase date to get the awning. I have called Sunsetter 6-7 times in the last 6 weeks trying to get info on the cause of delay and an expected delivery date. The front line service agents are nice but have zero information and stick to a canned dialogue. I have asked to be escalated to a service supervisor 3 times. Each time I get a call back within a day or two and the supervisor says they will look into it and get back to me. THEY DON'T! I called Costco customer service Friday and what a difference. Costco got ahold of UPS and Sunsetter while I was on hold and found out what the problem is. Additionally Costco offered to compensate me for my trouble. Then the very next business day (Monday), I get a call from a Sunsetter supervisor apologizing and explaining the reasons for the delay. Basically repeating everything the Costco rep discovered Friday. Apparently the way to get Sunsetter to help you is to call Costco and complain. I still don't have a clue when my awning will arrive. I will post again when this nightmare is over. read more

Having lived in the Malden Ma area for most of my life I'm very familiar with the company and the quality of the product. I would recommend it to anyone who wants to have a high quality, well made product. It looks great on my house and it's increased the value. The only problem is the local dealers in my area of So. Carolina. One only wants to up sell to a more expensive brand the other doesn't follow through. My neighbor saw my awning and had one installed on his house, he told the dealer I had recommended them, which was supposed to earn me a gift certificate,It didn't, so now no more local referrals. read more

I have had an order since 7/9/18 and have never received a direct explanation for the delay other than " a production issue". Customer service??????where is it. I'll probably get the sun screens in November. I wish I used another vendor read more

Thank You Sun Setter and Bast Awning installers. We ordered and had a 16 foot awning installed in the patio at our home. Fast service and excellent installation. Later we had a 10 awning installed over the master bedroom. The service was fast and excellent installation. Thank You Ryan Bast and crew. read more

Buyer beware. Do not waste your time with SunSetter they have no intention is suppling you with a product you can use. I ordered 2 screens from them. After 7 weeks past when they should have arrived, SunSetter started billing me for no product. 2 weeks later my product showed up in pieces. I declined the delivery and in less than 24 hours I had confirmation that they had been returned so they could charge me my restocking fee of 600.00. So basically I paid for 600.00 dollars for aggravation and stress only. What a waste of time and money. They collect money from fraud only, no product. They are just a scam. I had to give them one star because the program won't let me leave it as a 0 stars read more

The only thing worse than their 'poorly designed product' one of their installers words not mine, is their customer no service. However they get 5*s for the amazing amount of lies and nonsense they think up, when it is time for a refund.. If you still intend to but this nightmare product, go on the payment plan, and cancel your credit card when it all goes wrong. I am out about $500, cost of restocking, shipping etc, and have no awning. Horrible company to deal with. Cannot wait for the class action law suite read more

DO NOT order a Sunsetter Awning. The do not stand behind their product. I have a tear in a seam and under the "limited warranty"(which translated means no warranty) I have to pay $500 to replace it AND install it myself. Up until now I have loved the awning. Find another company. Run away as fast as you can. read more

This is the worst company when it comes to customer service.Shades for less is a joke,along with Gloria,Bryan the district manager and her son who has no regards to customers. read more

I purchased ours last year and was promised a cover with the purchase. I never received it and when I complained they said it doesn't matter because it was free in my contract. They were rude and I do not feel good about my purchase. The installer was nice and professional but he can't help that the company doesn't care. read more

TERRIBLE CUSTOMER SUPPORT This is a horrible company to deal with...I purchased a 16' motorized free standing awning on 16 April 2018 and was assured I would have it delivered in 2-3 weeks...it is now June 4th and still do not have my awning...actually, after hours on the telephone and many emails I now have "half" my order...the horrible Echo Trucking company lost the other half. SunSetter people have been impossible to deal with to straighten the matter out. You cannot contact anyone at their executive level...they refuse to put you through or give you the name or phone number of their CEO. On my own, I learned the other half was shipped FedEx...FedEx tells me on June 4th the shipment is in Tucumcari NM, 498 miles from my home in Arizona, and that it will be delivered to Tempe, AZ June 8...Tempe is roughly 100 miles from my home near Payson, AZ...the ultimate destination. Slow boats from China travel faster than that. read more

We ordered this shade for our home. It came quicker than expected. The shade is great, love the fact that it is electric so I don't have to crank it out. The shade quality is super. The product great. The service is lacking. Shade did not work as well as expected. Ok, has to be adjusted. Called the sales rep as we needed to tell him we did not need the third bracket for hanging. Was told that we couldn't receive money back from something the installer didn't use. It was $35. per bracket. He told me he would have to take money out of his own pocket. Also told to get a hold of installer. We did. (We also got a call from another installer a few days later telling us he would be out to install the shade already up.) This is confusing. We finally got installer said he would call on Wednesday. Never called we called him. Said take the wind sensor off. We did. He finally came the next week. They don't call the day before or give you much time. You have to call them once installed.I paid for a Cadillac and I'm getting Yugo service. I will let all that ask me about this. There has to be a company with better service. read more

Terrible service! Ordered two replacement fabrics, six weeks later they still haven't shipped out. And they have no idea how much longer it will be until they ship. Canned answers from a phone answering service it seems. read more

This is a terrible company. Upon receiving a big packet of marketing material in the mail, advertising great promotions I responded to the offer. I contacted them. They contract with a rep in my area called Moreshades4less and told me to call him to purchase and perform the work. The rep had no problem calling me back right away and scheduling an appointment for a sale. On June 2, they 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 called Sunsetter over the past month to get an update on my order. The hold time 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 with a 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 - Moreshades4 less and no one there will return my phone calls either. I initially got in touch with the Moreshades4less 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 had no way of getting information from Sunsetter. What's more is they are 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 can't 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 don't 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. read more

If you are looking into buying a Sun Setter Awing DO NOT! We purchased our awing 2 years ago and everything went perfect! It was installed and worked great! It was expensive but we loved it! We were so careful with it! If we even saw storm clouds or the wind picked up we rolled it up and put the cover on it. So we were shocked when this year we unrolled it and first one of the handles would no longer lock and the awing itself was coming away from the house. Now this awing looks New! So we thought well when we purchased it they told us to call if we had any trouble at all! WELL...THAT CALL OPENED OUR EYES!!!THE HEAT SEAL IS COMING LOSE AND THAT WILL BE 500.00 DOLLARS! That is a manufacturing problem we thought, how can we be blamed if your heat seal did not hold? Oh No, all they can do is send us more material and we have to have the awing TAKEN DOWN AND PUT BACK UP, YES ANOTHER 500.00!!! But thank God the handle was only 25.00 but we have to pay to have that installed also! So an awing that is 2 years old and cost us 1500.00 before installation is now going to cost us over 1025.00 to have fixed! This awing hasn't even had time to get dirty yet! So stay away! Do not believe anything they tell you! My rating is a BIG FAT ZERO! I have already called two couples who liked ours and told them DO NOT ORDER ! I might have a bumper stricker made to warn people! We live on a fixed income and I feel like we were nothing more than PREY to them! I am now going to post my story on Facebook and every where I can! I hope to become this companies worst review nightmare! Even the customer service person was very apologetic! Because our awing was discontinued 1 year after we purchased it! WE KNOW WHY AND SO DO THEY! HORRIBLE COMPANY! STAY AWAY, BEWARE, THEY ARE LIARS! read more