ComplaintsforHanover Products

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 5, 2022, we decided to purchase a ***** 7-Piece Bronze Patio Dining Set with Tan through ***** in the amount of $2,623 for the new house we were set to close on. I picked up the set on March 14, 2022, and all the contents that were picked up from ***** were stored in a storage unit until it was assembled. In early June 2022 after getting settled in, we finally assembled the set and immediately realized there were quality and leveling issues with the table. I did reach out, and customer support sent two new legs, but this didn't fix the issue. Another issue we ran into was how awful five of the six chairs would squeak. We called customer support to see if there was a fix or defect and we were told to tighten all the bolts as this was the only solution given. This didn't correct the issue, and we were advised to submit a claim so it could be reviewed by a specialist. We then submitted our first warranty claim (Claim #*****) in late July 2022 through their website. After about two weeks of no response, we reached out and were told we may have uploaded too many photos at once and to resend them to an email I received on August 17, 2022, only adding two photos at a time for a total of 10 pictures total. After replying with the required information and pictures that were asked for in addition to a description of the issues, we thought we were finally would get a resolution. After about a week or two of no response once again, we reached out again and were told the original claim number didnt exist. The customer support person looked up the claim using our email address to find out that the original claim number ***** was combined with a new claim number ******. To this point, the issue hasnt been rectified and after numerous attempts to get an update we keep getting told by customer service that the best we can do is send an email to the specialist for an update.This is very unacceptable for a company we thought had a great reputation for providing a qu

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the Hanover Traditions 7-Piece Aluminum Outdoor Dining Set from ********** and it was delivered on 9/1. One of the chairs arrived damaged. ** could not replace and referred me to Hanover to make a claim on 9/6. I provided pictures, receipt and all items for the claim via email. My email has never been acknowledges. On the initial claim email I was told I would hear from the a Hanover representative within 2-3 days. I have not heard anything from this company since my initial claim. I have reached out 3 times to Hanover with the same result, they acknowledge they have received my email and the attachments, and my claim has been referred to a specialist and I need to wait for the specialist to contact me. I have requested to speak to a supervisor and there is no one available to speak to me, but the customer service rep at Hanover has put in my request. I have not received any call from a supervisor either. I have asked for the corporate address for Hanover and the customer service representative told me they are in the Phillipines and they don't know the address. I have also called ********** 4 times about this issue with no resolution on there end. All I am looking for is a replacement chair, but I can't get anyone to make that happen. This set was expensive and the customer service does not match the price of this set!

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