Absolutely HORRIBLE
Absolutely HORRIBLE! My experience with this company is beyond words. They took my money (several thousand dollars), sent me damaged items then sent me incorrect replacement items. Their response seemed to imply that I am lucky they are helping to get the replacement parts because otherwise I would have to call gorilla myself. Considering I gave my my money to THEIR business I should be grateful that they are assisting with the mistake?! Next time I will save my money, my time and my headache and give my business to a company that treats customers with respect. Absolutely disgusting
Reply from Kingdom Playgrounds
Pamela, thank you for taking the time to leave us a review. We certainly understand your frustration after UPS Freight damaged the playset in transit, and the further frustration that the manufacturer sent the incorrect replacement parts. As we discussed in our email to you, we always want to make sure you're taken care of, and we would love the opportunity to make sure you get the parts you need to complete the set.
We consider our company lucky to serve you and all of our customers, even through a frustrating situation like you are experiencing. After reviewing the email chain, we didn't see the language you suggested about you being lucky we are helping, but we do apologize if anything at all in the email suggested that notion. That's not at all how we feel toward our customers. We always love helping!
Though Gorilla Playsets requests that customers reach out to them directly for replacement parts, in general we've experienced better response times and accuracy when we do so on the customer's behalf, so we offer that as a service to give customers the best experience possible. Unfortunately, this doesn't work out 100% of the time, as we can't guarantee accuracy from the manufacturer, for which we apologize, but we are committed to making this right and helping you get the replacements you need.
UPDATE: Thank you for allowing us to continue serving you to make sure you received the correct replacement parts. We're very glad the issue is now resolved.