ComplaintsforShelterLogic Corp.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 12x 14 ***** ****** ** gazebo it came with complete damaged roof filed damage report as soon as I found out. I had to pay for contractors to come in for installation and then when the boxes were opened this issue was found. I asked them I don’t want this product. They did not take the return I also insisted that if that is the case I need a different product but they didn’t agree and shipped a replacement Gazebo without my consent. They didn’t adhere to their return policy as well as they were having a worst customer service. Seems they operate from ***** ******* and not based in North America. I would like to go to consumer court and file complain for mental harassment and financial loss for paying contractor twice as well as they not complying with their own policy.

  

  Business response

  07/26/2023

  Hello ****** 

  We are sorry to hear about your negative experience. There are some points we'll like to go over first.
  The original Gazebo you purchased was the ****** ** ***** ***** Gazebo. Due to unforeseen damaged parts, the Warranty department happily replaced it for you and shipped out a new Gazebo under warranty. However, you're stating now you want a different style/model Gazebo. Unfortunately, we are unable to send you a different style model Gazebo because you originally purchased the ****** ** ******* ***** ***** ***** Gazebo, and that's the product we replaced for you. Furthermore, the first Gazebo cannot be returned because you've already started the assembly. Please note that before one starts to assemble any products of ours, we require consumers to perform a full-inventory parts list check to verify that all parts are accounted for and not damaged. Yes, the first gazebo arrived with some damaged parts, but that was rectified when we shipped out a brand-new Gazebo as a replacement. Please review our terms and conditions as we followed every step to accommodate your damaged parts. For a full refund, ShelterLogic is only able to accommodate canceled orders that have not yet been shipped to the customer and have not yet left one of our warehouses. Regarding returns, the Returned products must be in their original packaging, unused, or in sellable condition. If the product is returned in unsellable condition or unused, ShelterLogic will not issue a refund.

  ********************************************************************************************* 

  Thank you

   

  Customer response

  07/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have asked for return the product before they shipped there was a clear communication done and have email proof.

  shelterlogic has asked in email clearly what they would like me to do instead of waiting for my response they just shipped the replacement product.

  I was worried about the quality of the product so if return was not the option so I asked if I can get a different product.

  I was ready to pay the difference on cost.

  if shelterlogic look what they shipped me was a complete new gazebo so there was no issue of re-selling the damaged or assembled product for them.

  it was about good customer service experience guess my mistake was not getting it from a store like Costco who had a good reputation was my mistake.

  I guess shelterlogic should have its own quality check done before shipping but seems it’s customer’s responsibility buyer’s beware philosophy !
  
  Sincerely,
  
  ***** ****

  

  Business response

  07/31/2023

  Hello *****, 
  

  We understand your frustration. Please note the Warranty department does not issue refunds or product exchanges; they're responsible for quickly remedying the issue by replacing possible damaged products or parts, so that the consumer can quickly resume the product installation, which is why the 2nd Gazebo was shipped out the same day of the email exchanged. As this is still under review, we'll like to gather more information from you. Please confirm if the 2nd Gazebo the warranty department shipped you is still in the box, without being opened or any parts taken out. You've stated you wanted a different style of Gazebo and were looking to pay the difference. What's the model number of this product you were referring to so that we can investigate that as a possible option? Lastly, has the 1st gazebo been disassembled?
  

  We are looking forward to hearing back from you.
  

  Thank you

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Shelterlogic 10 x 20 Portable Garage from ******** **** in August 2022. I began to show wear on the side of the roof facing the sun during the first winter. After the 2nd winter the fabric coating had lost its integrity and color. The portion of the roof subject to the most UV rays from the sun is now translucent and leaking like a seive. With the majority of the fabric coating gone on the Southwest top, holes began appearing as the roof integrity diminishes. This product's waterproof sealant is clearly defective. My previous Shelterlogic was tan colored and lasted 8 years before a tree fell on it. This dark gray painted Shelterlogic has disintegrated within 2 years. The Shelterlogic Company offered to sell me a replacement roof at nearly the price I paid for the entire garage in a box. Rather than replace the defective product for free or a nominal cost, they wish to be rewarded a handsome profit. Bearing in mind that I have many hours of labor to change this defective part. It stings like salt in the wound. **** *********

  

  Business response

  07/24/2023

  Hello ****, 

  We are awfully sorry to see that you are unhappy with your cover. The standard cover does include a one-year limited warranty, and if anything goes wrong within that time frame, we strongly suggest submitting a claim. Please know that fabric life is affected by the application, location, and the physical elements the shelter is exposed to. If you live in an area that gets more sun exposure than most of the cover, along with exposure to other elements such as strong winds and snow (if applicable), it can also affect longevity. We do offer replacement cover kits in Standard, Heavy-Duty, and Ultra-Duty material. The heavier materials have longer warrantied and life expectancy which might better suit your needs.
  
  To further evaluate your claim, please submit a proof of purchase/copy of your receipt and photos of the shelter. The photos you've submitted cannot be opened. The file acceptable are doc, docx, xls, xlsx, ppt, pptx, pdf, png, jpg, gif, bmp, txt, rtf, tif, or zip.

  Thank you

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 10 X 15 carport online from Shelter Logic on October 6, 2022. It was delivered mid-October. Shortly after installation in February and March 2023, rust appeared in many places. The product is guaranteed to withstand "all weather conditions," but it has not "resisted corrosion" in the salty air of the ********** coast within just a few month's time. I notified the company of the problem. They will not honor the warranty saying that the rust has to "perforate" the shell before there will be compensation. I am seeking payment for application of a protective coating and they will not even support that. Instead they responded that I should "sand the surface lightly and apply a spray coating." Maybe they should have put a better coating on in the first place!

  

  Business response

  06/20/2023

  Hello ******,
  

  We are sorry to hear about your frustration. Please note our warranty department does work hard to treat every claim fairly and consistently, which is why they did not approve your claim. The roof panels and frame need to be taken care of with maintenance and care since it's the consumer's responsibility to prevent it from rusting due to the salt air. Many of our customers in that region and other areas of the world have taken precautions by applying wax material to their sheds and Carports to prevent it from rusting, as people do the same with their vehicles. Though, because customer satisfaction is important to us, as a one-time courtesy, we will place an order for new panels. However, we won't be replacing it a second time free of charge if it would happen again. Please note all the roof panels need to be replaced, or the re-installation won't work. The order will be shipped to the same address where the original carport was shipped to.

  Please confirm to process the order. 

  Thank you

  Customer response

  06/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The pictures represent the the issue that I am experiencing with the front zipper door of two garages. Holes are appearing along the creases where the factory folds which were introduced during the packing/shipping process. This is the second time this has happened, which is why I was forced to buy new doors on invoice # *******. At the present time I have applied ******* tape to prevent the holes from getting any larger. I realize the doors are out of warranty but unfortunately, history is repeating itself and I'm going to be forced to purchase another set of doors sooner than later. I've been a customer since 6/2009 and on a whole have been happy with the Shelter Logic product. I just wish the doors would last as long as the covers do.

  

  Business response

  06/20/2023

  Hello ******, 
  

  We are awfully sorry to hear that you are unhappy with your end panel. As you pointed out, the end panel is out of the warranty period as it was purchased back in May 2021. Unfortunately, we aren't able to replace the end panel under warranty. However, because customer satisfaction is important to us, as a courtesy, we would like to offer you the option to upgrade the end panel to a heavier grade panel that is made of poly viny, and it comes with a 3-year prorated warranty for the cost difference + shipping.
  

  Here's the breakdown. 
  

  A standard end panel cost $141 
  

  Heavy-duty end panel cost $213 
  

  You'll pay $72 + tax for (1) Heavy-duty end panel + $19.59 (for shipping). If you want two end panels, the cost will be times (X2).
  Please confirm for us to process your order. 
  

  Thank you

  Customer response

  06/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a ***** ****** chair 3/23/22 from Bed Bath & Beyond. Chair delivered damaged. Store directed me to contact ***** ****** for replacement. ***** ****** connected me with Shelter Logic as the company that handles product warranties. I emailed and called Shelter Logic over the past 10 months. I am not getting any responses.

  

  Business response

  06/15/2023

  Hello *******, 

  We are sorry to hear about your frustration. Our records shows that one of our representatives has already placed an order for a new replacement chair for you. The order shipped with the carrier *** and the tracking number is ******************. Please note customer satisfaction is very important to us and we thank you for giving us the opportunity to make this right.
  

  If you have any questions, please contact us on ###-###-####.
  

  Thank you!

  Customer response

  06/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The gazebo itself is wonderful, pretty good quality so far. I can't say the same for the ripped up cover. It says it's made of 200 oz tarp, which I suppose it's thick, but NOT thick enough for $330 and our winters. Does this mean that I have to pay $330 every winter to get a new tarp since mine will be destroyed??? I don't know. Seems wasteful.

  

  Business response

  06/08/2023

  Hello *****, 

  Our records show you submitted a Warranty claim, and it was approved for a replacement Winter Cover. The Winter Cover shipped out on June 5th and is estimated to arrive at the end of this week. The order was shipped with the carrier ******* 

  Thank you

  Customer response

  06/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  My complaint is more to make the Market aware of the low quality of the ***** covers.  They should be recalled, ppl should be reimbursed their payment as they don't last more than a winter.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 10x10 shed in June 2022. We put it up in August and within a couple of months there was a big tear across the cover. In March 2023 I contacted customer service through the online portal and it would not accept the pictures. Around March 20th I finally contacted them by phone and did so several times throughout the month, and was finally given additional information to send my information and pictures by email to the warranty department. On April 11th I sent the email to **** Rogers from the warranty department but have not received any follow up.

  

  Business response

  05/04/2023

  Hello ****, 

  We are sorry to hear about this! We will need to know which model shed you currently have. Each ShelterLogic cover/shed has an identifying re-order part/shelter model number located on a white tag or sticker on the inside of the cover. You can usually locate the model number on the inside corner of your building. Once you provide us with this number, we can place the order for a replacement tarp for you. Also, please confirm the shipping address.  

  We are looking forward to hearing back from you. 

  Customer response

  05/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My 10 foot square shelter logic has a rip in it, it one year old bought from ******* in ********* ** have no receipt

  

  Business response

  04/26/2023

  Hello *****, 

  We are very sorry to hear what happened to your Shelter. For us to process your warranty claim, we need you to provide us proof of purchase of the product and the model number/replacement part number to the main cover. We require valid proof of purchase to ensure that the Shelterlogic product was either acquired directly from us or from an authorized seller of Shelterlogic products and to verify the date and year it was purchased. Please provide us with this information and we will be happy to place an order for a replacement tarp. 

  Thank you

   

   

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  purchased the Event Tent (20x20) model#*****/#***** on 4-12 at ******* in **** ***** **. The first issue with this product are the angle of piece numbered 10046 was not welded with the correct angle, and the holes were miss punched to not allow for the bolts to be used on parts labeled ****** with the miss punched holes on ****** / ****** This issue was resolved by not using the bolt (*****). the next issue was on part number *****the angle was not correct and made one of the legs to be offset by 10 inches and will not touch the ground and will fall out. The next issue was when following their directions the poles ******/****** there were not enough poles labeled ****** but there were poles labeled a number that was not even documented on the directions. i called twice using one number on the directions and was told nothing could be done and just return my money. the second call was from the number on the web page and I got the same person this time they took my name and number and instructed it could take 48 for a return call. any assistance would be grateful.

  

  Business response

  04/26/2023

  Hello ******,

  We are sorry to hear about this! Our records show one of our representatives has already assisted you in placing an order for a replacement tent. The order shipped with the carrier **** *** ******t and the tracking number is ************. The carrier should be contacting you soon to schedule a drop-off delivery date. Customer satisfaction is very important to us and thank you to be given the opportunity to make this right.
  

  Regards,

• Initial Complaint

  04/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Arrow Classic 10 ft. W x 12 ft. D Charcoal Metal Shed, 115 sq. ft. On 10/28/22 for $857, with a manufacturer 12 year warranty, from our ** local **** ***** . As of March this year the roof has already caved in (only 5 months from purchase). **** ***** informed me I needed to work with you as the manufacturer, during my call with your csr rep I was informed my 12 year warranty did not cover snow or natural disasters, I hardly find snow in ********* a natural disaster. We have not had any extreme weather out of the normal or had any other kind of property damage other than the shed. I do understand snow is heavy and we had a lot this season, but the entire purpose of the shed was to protect the lawn furniture from snow! If your product can’t withstand one ********* winter I don’t think you should be selling it here AND I don’t think you can put it in the same category as a natural disaster. Bottom line we spent $857 on a shed we didn’t really get to use- we built the base, built the shed (my husband is a carpenter btw so construction wasn't the issue), packed up our lawn furniture for the winter, and now it’s broken even before we get to unpack our stuff for summer,. Very disappointed in both the product and the customer service to resolve. The entire purpose of a shed is to protect belongings from outdoor elements and in ********* a major outdoor element is snow and your product is sold here so I don’t think it’s an unreasonable expectation that your product can withstand that or your warranty covers it.

  

  Business response

  04/12/2023

  Hello Courtney,
  

  We are very sorry to hear about this! Yes, the Arrow Classic Shed does carry a 12-year limited warranty, but for “rust” only, not for acts of nature or improper assembly. Please note that our warranty department does work hard to treat every claim fairly and consistently, which is why they did not approve your claim due to it being an (Act of Nature) and acts of nature are not covered under the manufacturer's warranty. We do recommend that any accumulated snow should always be removed from the roof, which is the responsibility of the purchaser. Please understand that we cannot provide a refund for products purchased through third parties (retail stores) because we have not collected any funds directly. Customer satisfaction is important to us, thus we would like to offer you a discounted price on replacement parts needed to repair the shed, as a refund is not possible. If you wish to continue with replacement parts, please provide us with a parts inventory list to then quote you a price.

  Thank you

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