Complaints

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My GCI Freestyle Rocker XL **** ************* Has a lifetime warranty. For 2 weeks GCI Corporate keeps making multiple demands to honor their warranty. Their Customer Service/Warranty service is designed to frustrate honest customers to make them just go away. Every time you talk to them they ask for something else. Yesterday I sent another picture to to satisfy their requirements. This was one of ten pictures showing that the fabric rotted, split and came apart. Now they want another picture of me destroying the defective chair and for me to pay the shipping. I have already spent $20.00 for heavy thread to repair my old defective chair. I do not trust GCI to honor their warranty. It is designed to have any excuse to cheat a customer.

  Business response

  10/14/2024

  Our team has spoken with *** ****** several times to resolve his issue. Initially, we requested pictures that clearly showed the type of product he possessed, as we could not determine the model of his chair from the images submitted with his claim. Additionally, as part of our warranty requirements, we ask customers to provide the Purchase Order number found on one of the tags on their chair. In the absence of a proof of purchase, which *** ****** did not have, this number helps us verify whether the chair is eligible for replacement under our three-year warranty. Without this information, we would have had to deny his claim. *** ****** did not have this tag either.
  However, when *** ****** eventually submitted an appropriate photo of the model of his chair, we offered him a one-time courtesy replacement on the condition that he field-destroy his chair by cutting it down the middle. This measure is requested of all customers to prevent any injury from further use. However, *** ****** refused to comply.
  Eventually our customer service manager spoke with him, explained the situation, and worked out a mutually acceptable agreement. *** ****** even agreed to withdraw his BBB complaint because we addressed his concerns. Below is the email he received from our customer service agent.
  
  Hello *******,
   
  Thank you for your cooperation through our warranty process. We have processed the order for your warranty replacement!
   
  You will receive a confirmation email containing the order number for your replacement. The tracking information will be sent to you in a separate email once the order has shipped.
   
  To register your replacement GCI Outdoor product for warranty coverage, please fill out our Warranty Product Registration form within one month of delivery.
   
  As a condition of receiving a replacement product, you, the customer, agree to no longer utilize any items submitted, and replaced, through our GCI Outdoor Warranty process.  In the event our quality team needs to inspect the damage to your product, please retain possession for up to 14 days after receiving your replacement. Our products are designed to be treated as gear that should be stored indoors when not in use.
   
  Order *****
   
  Thank you again for your cooperation, and we thank you for supporting GCI Outdoor.
  
  Thank you,
  Brian S.
  Customer Engagement Specialist
  Gathr Outdoors
  ****************************** ************************** *********************** ************************ *******************

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received the gci rocker as a gift and was initially very happy. Unfortunately a few months in both handles ripped off. I was willing to live with that inconpuntil the entire back ripped and it was unusable. We were out of town for a soccer tournament so I photographed it and submitted a claim. I didn’t hear back for weeks and when I did I was asked if it was in my possession and as I had thrown it I was honest. They refused to replace it since I had disposed of it dispute the very clear photos other damage and their brand logos in each photo. Won’t be supporting their company again. Warning to other consumers they do t stand behind their product.

  Business response

  10/14/2024

  This customer submitted a warranty claim for a chair and included three pictures, but failed to meet the additional requirements of our warranty claim process.   According to our warranty and claim submission guidelines located on our website and claim submission pages, customers must retain possession of their chair throughout the entire warranty claim process and for up to 14 days after approval. This policy is in place for several reasons:
  1. Our quality control department may need to inspect the chair.
  2. We may require additional pictures to verify the damage and warranty eligibility.
  3. Most importantly, GCI has encountered numerous fraudulent claims, where individuals submitted pictures of chairs they do not own or resubmitted pictures of chairs that have already undergone the warranty process.
  4. To complete the warranty claim, we require the chair to be destroyed in the field to confirm possession and prevent any injury from further use. Without these pictures, we cannot determine true ownership of the chair.  
  Additionally, this customer did not provide proof of possession, such as a receipt or an associated purchase order number located on every GCI chair. This information is essential to determine if the chair is covered under our three-year limited warranty. Without the required proof and photos of the destroyed chair, we could not assess the legitimacy of the claim.  

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We have bought a total of 4 GCI chairs, both rocker chairs have busted at the seams in same place (top right of back rest support) and 2 recliner chairs that we had the back rest bust just reclining and then all the sudden it breaks. You claim to and I quote “We design the highest quality and innovative functionality into all of our products to help you do just that. With portability and DURABILITY built into our chairs, stools, and tables, you can spend less time packing, lugging, setting up and fixing your gear and that’s more time you can spend on what truly matters”. For the price you pay for a GCI product you expect quality craftsmanship, not with chairs for sure. My next next complaint will go to the BBB complaint center. Chairs range from 60-100 dollars. I would like GCI to at least replace chairs. I understand wear and tear and mistreating product but the chairs are not old at all and always stored indoors.

*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. ↩