ComplaintsforShelterLogic Corp.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a portable garage on June 15,2121 for the amount of $1723.67,$366.00 of total amount was for shipping. Order number is *******, original representative Debra D****. I was told at time of order since it was special order would take 4 wks for delivery. Contacted shelterlogic 1st wk of August to inquire about the order and was told that 1st representative should have told me 8-10 weeks and approximate delivery date was August 22-28. Received a text message saying scheduled ship date August 17. Waited and kept trying to track order via tracking number and nothing was happening and all of a sudden couldn’t track anything. Contacted shelterlogic September 22 and spoke with Arelis who said order had been delivered then backtracked and said it was delivered to ******** ** and encouraged me to call the freight company. I called freight company and was told they issued the tracking number and waited for order for a month and never received it so they canceled tracking number which is why I couldn’t track it anymore. I called shelterlogic back September 23 left message for Arelis and spoke with Laura who sent me a screenshot showing shipment went to ********** then *****. She insisted I call freight company and I told her I paid $366.00 for shipping and they hired the freight company so they should be calling to find order not me and at this point it’s went outside of what I was told to begin with and I was uncomfortable about it so I requested a refund. I wanted to speak to manager and she wouldn’t let me do that or give me managers name. Said they needed to investigate. September 24 Arelis called back and told me they would issue refund and manager tried to do reverse charge on debit card but it wouldn’t go through so they would mail me a check. Here it is October 25 and I have received nothing. I called my bank and they said there’s no reason reverse charge shouldn’t have went through and I called Arelis and left a message. I’m tired of this, it’s theft and fraud.

  

  Business response

  11/12/2021

  Hello, We sincerely apologize for this delay. Due to our time limitations with our credit card processor we were unsuccessful in processing your refund back to your card. I have followed up with our accounting team as I do see the request for a check was submitted end of September which means you should have received it by now. We will follow up soon. Thank you for your patience

  Customer response

  11/14/2021

  
  Complaint: ********
  
  I am rejecting this response because: I rejected response because it shouldn’t have come to this. I ordered the garage specifically for a beautiful car.. 2012 Chrysler 300C that was my mother’s. She passed away in 2017 and I paid off her car and kept it because she worked hard for it and loved it so much. I wanted the garage to help keep outside of car in good condition and I paid over a thousand dollars having it buffed and waxed after ordering the garage that never showed up and I have had it parked out in the open all summer waiting for a garage that never showed. * ** ******** so I had people lined up to help put the garage together when it got here so they got sidetracked also. I went through phone calls and around in circles and had to get semi ugly and open case with BBB and sheriff department to finally get a refund. It wasn’t until I received the refund that shelterlogic decides to reach out to me. I have got to figure out something different for my mamas beloved car and it’s ridiculous that I have lost a half a year waiting for something that was not going to happen. It’s disappointing and disgraceful the way this was handled. I guarantee whatever I decide to do will not have anything to do with shelterlogic. I could’ve had a garage built after all this time. This has put me through a bunch of unnecessary B/S that should have never happened in the first place! And for anyone that wants to know.. the car has little less than 40,000 miles and is well worth preserving. Regardless of this it’s the sentimental attachment that made me think I was doing the right thing. Shame on you Shelterlogic.. if you couldn’t accommodate my order then y’all should have let me know and done follow up months ago instead of aggravating the hell  outta me. This has been extremely frustrating and stressful.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  09/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for an outdoor shed cover replacement on July 21, 2021. It was $137.22 for the product. I have not received my item yet however the money has been taken from my account. I have tried numerous times to contact the business over the phone. There has never been any response or call back. I would simply like the product that I ordered.

  

  Business response

  10/06/2021

  Hello Mark, We are sorry to hear this. I would be happy to assist you but am unable to locate an order under your name or phone number. Would your order be listed under a different name or phone number then provided to the BBB? Feel free to contact me directly at *************. Thank you

• Initial Complaint

  09/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I called ###-###-#### several times an finally connected after a long wait on September 16. I ordered parts for a damaged shelter using my phone number ###-###-####. The total was $108.86***.The order receipt was not sent to me by email. The order arrived yesterday the 22 of September. There was no packing slip. The order was incorrect. I cannot quote all of the part numbers of the shipment only part numbers that I requested. They are: ********** ******************* for a total of 5 metal tubes. I received 4 metal tubes and an end panel. The missing tube is ******. I want the correct tube ******, please. I do not know the part number of the end panel sent to me in error. I called today ###-###-#### waiting on hold again for a long time and Laura could not find my order and would not help me and told me to call back and maybe their computer system would find the order. I tried to submit an email enquiry and the form was not accepted because the queue for emails was full. End

  

  Business response

  10/06/2021

  Hello, Mr. ******. We sincerly apologize for the trouble you have experienced. I have emailed you over an invoice for your order (******** for reference). I also placed a new order for part ****** (Order ********). It looks like the representative made a typo and sent the door instead of the part you needed. We will send this out to you as soon as possible. I left a voicemail for you also so you can contact me directly if you have any additional questions or concerns. We hope this resolves your issue. Thank you

  Customer response

  10/13/2021

  
  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.
  

  Yesterday, I received the replacement part mentioned below and acknowledge receipt of the invoice I requested.

  I consider this resolved now with thanks to you and to Shelter Logic.

   

  Regards,

  Rick ******

• Initial Complaint

  09/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a new cover for my shed in April. Received a call in June and wanted to know if I still wanted it. Said yes and was told it would be another 8 weeks. Called at the end of August and told it was being shipped. Called back talked to Kim and was told it wasn't even started yet. Recieved call back and received part of it on the 6th of September. Now when you try to call get no answer to find where the rest is. Very quick to take money but slow to send product. Didn't want to put replacement cover on in the middle of winter!

  

  Business response

  09/23/2021

  Hello, We sincerely apologize for the delay in your order. Our current lead time for manufactured items is 8-10 weeks. I see that we shipped your cover on 9/2 and you contacted us after to say the box was delivered opened and the cover was missing from the box. We immediately placed a new order for you (9/13) and had this expedited to ship the next day 9/14. We show it was delivered to you on 9/17.  We apologize that this happened and if you need any additional assistance please let us know. Thank you

  Customer response

  09/24/2021

  
  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. Even after this I was still missing parts. I had to reuse parts from my old one and for almost 1000 dollars they couldn't send all the parts needed/ ordered?
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order and paid in full for a Shed from Shelter Logic thru their phone ordering service on Jun 15, 2021. The sales rep was very polite and responded to my 100 questions before I placed the order. Delivery time offered was late Aug/ early Sep. I followed up thru email on Aug 04 and the response was that it will be later in the fall. SO I am still within the delivery bracket they offered. The problem is they do not answer the phone for an update and to boost my trust they will deliver by fall, which I don't believe anymore. NONE of the 800 or 860 are code phone numbers they publish in their page are NOT answering for 4 days now. I suspect they may be in deeper trouble than supply chain being behind schedule. They can look at my order # ******* ********************

  

  Business response

  09/17/2021

  We are very sorry you were unable to reach us to discuss your order.  We had unexpected network and system problems that impacted our ability to receive phone calls and access your order information.  This has now been resolved and we did contact you by telephone on Monday, September 13th and explained that we would not have inventory of the shed in the timeframe we had expected. Therefore, we are providing you a full refund.

  We sincerely apologize that we could not fulfill your order and for the inconvenience this presented.  Please know that we are doing our very best to ensure adequate and timely inventory of all our products.   Rest assured we are here for you and all our customers during these unforeseen times.

  Customer response

  09/17/2021

  
  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.

  Still waiting for refund check

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a replacement cover for my shelter logic shed 6/22/21 paid online . Was told need payment as this was special order. My order # ******* ,for $299.99 plus tax approximately $317. I have sent text/ emails since July since I was told 5 weeks turn around. When I receive return message order gets pushed further ahead. As of this writing I am still waiting on order. I still want cover but not sure about delivery. It has been 75 plus days.

  

  Business response

  09/15/2021

  We apologize for the delays in your order and happy to see that it was delivered to you.  

  We are doing our best to keep you and our customers informed of accurate lead times as your order was manufactured specifically for you.  

  Thank you for this feedback and it is our hope that you are fully satisfied.  If you have any other questions or concerns, please let us know.

  Customer response

  09/16/2021

  
  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,
  
  ******* * ******* * ******

*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. ↩