RetractableAwnings.com Inc. Reviews 8

Satisfying the fact

I contacted the company to inquire about replacing our current privacy blinds. They emailed me back requesting dimensions etc. I sent them a picture of the style and size of cheap blinds we wanted to replace and said we wanted the sunbrella fabric for the new blinds. The representative "Eric" responded that they don't use their fabric in cheap China blinds. I emailed back and said we were wanting to replace the complete unit, not just the fabric. I emailed them several times and also called and left several voicemails and no one has ever responded. Very disappointed.

Buyer beware! zero stars... I waited a long time for an awning due to the expense. I researched all of them and decided on Retractableawnings.com. Eric was super helpful with all of my questions...until the purchase was made. It seemed like a sound purchase but it has been a struggle from the start. First, I was led to believe that their sale was, in fact, a sale. However, it's an ongoing promotion and should just be noted as part of their price. Next, like another reviewer, I had difficulty getting my order to process correctly (it was making me add a component I didn't need and wouldn't accept the credit card payment). Eric suggested ACH, so I opted to pay with a check with the bonus of avoiding the $300 convenience fee. Unfortunately, now I can't file a claim with a credit card company. I ordered my awning on Feb 20, 2023. Because of all of the back and forth about the payment, the check left my bank on 3/17 and was received on 3/22/23. I was told it would take 3 weeks to receive the awning. It arrived May 2nd (6 weeks later). When we opened the packaging, we noticed the connection is not as ordered - it's a pigtail (for hardwire) versus plug-in. I also ordered a 50-foot extension cord that I did not receive. As directed by Eric (who said not to contact him after the sale), I contacted Rocky and was sent a hand-drawn diagram of how I can go to Home Depot and make my own connection. He said he would send the extension cord. This awning was almost $10,000 and I shouldn't have to make any adaptations to make it what I ordered and paid for. I reached out to Eric via email and voice mail several times as well as Rocky and Ivor. I had no response until I filed with the BBB! I had a 36 foot awning on my deck that was not installed because I didn't receive the correct parts. I had contractors here to install it but I had to pay them to come back again. This is unacceptable. I wanted to include my email address in this review so anyone can contact me directly regarding the lack of professionalism from this company, but isn't allowed. Because of my BBB review, I have received 2 "threatening" emails from Eric warning me to remove my negative reviews. He will not honor any part of the warranty (frame, motor, material, thread) or send the extension cord I paid for until my review is deleted. This not a reputable company.

My husband and I have been a long-time client (22 years) of RetractableAwnings.com having purchased and installed retractable awnings on 2 homes we owned and now having installed a retractable pergola on our new home on Miami Beach. We could not be more pleased with our most recent and prior purchases. The fabric pergola is super functional and waterproof in that it keeps out 100% the rain – even heavy South Florida rain. The fabric chosen is a vibrant South Florida color and matches our house perfectly.

I can’t tell you how impressed we have been over the years with the sales help from Eric and the installation from Rocky and his crew as well as the after sales service when needed. My husband and I will continue to recommend RetractableAwnings.com to family, friends, co-workers and neighbors for extremely high-quality European products, outstanding service allowing our family to have a tranquil outdoor living area protected from the elements especially the sun’s harmful UV rays.

Tried to order an awning, website was broken and when I clicked on "Complete Order" it wouldn't process with the credit card option selected - the page errored out. I tried selecting ACH and it put my order through (with no confirmation page) and I got an email saying they'd send me the ACH info? I emailed back and explained the problem, "some jerk" gave me a number to call for "some other jerk"(names changed to protect the business, because that's what trustpilot cares about.) that no one answered despite multiple calls. I let them know I'd ordered from somewhere else and this wasn't a great way to treat customers, and the owner replied, "Your error! You chose to make payment via ACH. You should have chosen credit card to begin with. Also, not my problem that you have no patience. Don’t have time for individuals that make poor decisions and that are inpatient. Most likely you would have been a problem upon installation so better we don’t have your order. Your email is blocked forever. Nothing will be received if you send it." Screenshot included. Completely unprofessional, do not recommend.

RetractableAwnings.com also filed a formal protest to Trustpilot stating my review was fake. If this review is still up, Trustpilot found my evidence to be convincing, so take what you will from the company's reply.

The fact that this 'gentleman' thinks it is appropriate to publish my personal contact info says more about him than me, I think.

Apparently Trustpilot allows businesses to blackmail negative reviewers by posting their personal information, but turnabout is not fair play.

I want to congratulate Retractableawnings.com on it’s excellent customer service something that nowadays does not seem to exist. From the start in 2010 when we bought and installed your Palermo Plus retractable awning until now any communication with the owners and employees has been first class! The retractable awning quality is superb. The replacement of our faulty anemometer wind sensor for the retractable awning was handled swiftly and with a big smile from Rocky. Thanks again Morris and keep up the good work!

We were looking for a reputable company to erect a large awning across the bi-fold doors on out house. Met with Nigel at the company offices in Swindon. Saw the wide range of material for the awning and made arrangements for him to call and measure for the awning. We were given an estimated lead time and it was exactly on time. It took the two fitters about 3 hours to fit the 5.8 metre awning and it is brilliant. It keeps the sun out on very hot days keeping the house much cooler. Thank you Nigel and the team.

After thoroughly researching retractable awnings online we found Retractableawnings.com. Dealing with the owner Eric was a pleasure. He explained everything and answered all our questions in detail. Eric even provided us with two 3D renderings – one showing a striped fabric and one showing a solid fabric. We chose a striped fabric that truly adds some “pizzaz” to our house.

Our awning has been up for 9 years now and three neighbors purchased the same model. The Venezia full cassette model is high grade, functions beautifully and comes with a 25-year warranty. I am proud to go on record by stating that both the company Retractableawnings.com and its product and service are outstanding.