Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a playset on 11/24/24 for a Christmas gift for my 6 and 2 year old. I purchased it to have enough time to get to me before Christmas. On sale and after taxes it was roughly $2000. I got an email confirmation and an email from the shipping company that let me see a tracker of where the playset was in the delivery process. My first delivery date was supposed to be 12/11/24. I work night shift so I was home all day and was keeping an eye out for it to be delivered. It never came so I decided to wait til the end of the week before I reach out to give them time due to the holidays and shipping delays. On Thursday 12/12 I received an email saying it was delivered, however obviously it was not delivered to my house. I immediately reached out via email to the link that was in the email for any issues. I told them what had happened and the person cc’d 3 other people from the backyard discovery and the ****** ******** to try and get it resolved. I was then told by the shipping person that my order or name didn’t show in their system and that my order didn’t exist. That was a Friday so of course I received no information over the weekend. Monday morning I reached out to out to backyard discovery and call their customer service line to ask for an update. The lady then told me that they knew nothing of it not being delivered and it still showed being delivered on 12/11 and had no record of me reaching out the last week about the issue, even though I have an email chain to prove it. She then says she will reach out to shipping(again) and see where it is. Later that afternoon I get a new shipping date for 12/18. I wait for the date to come and again; I see the shipping truck show up due to my dogs barking. I see him unloading the truck; I wake up later that day to see the the only thing dropped off was the slide. I call the cs again and they basically repeat the process from before. It still is not resolved and I have not received a new shipping date. No Christmas gift.

  

  Business Response

  Date: 01/16/2025

  On December 16, 2024, the consumer contacted Backyard Discovery (BYD) regarding an order that was not delivered. The BYD agent initiated a ticket on our side to investigate the missing item. This agent was not aware of previous conversations mentioned by the consumer in the complaint because the consumer reached out directly to the delivery company and ***** **** ******* (****** ******* *** **** ** **********). On the 16th, the BYD agent was advised that the delivery company informed us that delivery was scheduled for December 18. The BYD agent left a voicemail for the consumer with the new scheduled delivery date.
  On December 18, 2024, the consumer called BYD and spoke with an agent stating that only the slides had been delivered. The BYD agent initiated a ticket with shipping to find out what happened with the rest of the boxes that should have been delivered. At this time, the consumer was also given a reimbursement due to the inconveniences with shipping and delivery.
  On December 19, 2024, the consumer contacted BYD via email asking for an update. We did not have an update at this time from the shipping company and apologized for the inconvenience. We requested an update from our shipping partner.
  On December 23, 2024, we requested an update from our shipping partner.  
  On December 26, 2024, we requested an update from our shipping partner.
  On Friday, December 27, 2024, we were advised that the remaining boxes would be delivered on December 30, 2024.
  On Monday, December 30, 2024, an agent that had previously spoken with the consumer sent an email to let the consumer know that delivery was scheduled for that day. At that time, we believed the incident to be resolved.
  I have reviewed this consumer’s experience and do apologize for the delays during the holiday season with our shipping and delivery partners.  These are third party companies that we work with so when an item is not delivered, we do need to reach out to our third-party partner to get more information; however, this is not the experience we want our customers to have. I would be happy to discuss this further with our consumer to make sure they are satisfied with their purchase and experience with us. 

• Initial Complaint

  Date:12/15/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a swing set from Backyard Discovery and it was supposed to be built by ***********. They scheduled us for Tuesday, December 12, 2023 and never showed up. We had to call them to find out they weren't coming. They then rescheduled us for the next day. Again, nobody showed up. I called and a woman told me she would schedule with another technician and confirm. She asked which days I was available and made it sound like she could get it done and would callback to confirm. Nobody called me back. I called back again and the man who was in charge of our build outright lied to me telling me he had called me and left me messages. I do not have a single received call from the company and no voicemails. I confronted him on his lies and asked to speak to someone else. He told me he would transfer me and instead just put me on hold for 30 minutes. I called Backyard Discovery, who was slightly more helpful, and told me they would have ***** **** (unsure of spelling) contact me. She did and assured me she would have a resolution by the next day. I told her if there was no resolution I wanted a full refund and for the item to be picked The next day nobody called me, which did not surprise me. When I called and asked for ***** **** I was told she was not available. I asked to speak with someone else and got put on with someone named ****. I explained all of the issues we had and he put me on hold while he called the technician. He got back on and told me he left a voicemail and would have for them to call back. I told him to cancel the order and have it picked up. He said he would have it cancelled, but they did not give me a lot of confidence. I am sure that I will have no resolution from this company. They are filled with liars and poor customer support.

  

  Business Response

  Date: 12/15/2023

  On 12/13/23 Backyard Discovery was contacted by Mr. **** **. with complaint about the Third-Party Assembly company ** *********.  Backyard Discovery immediately contacted a supervisor with ** ********* to relay the complaint and ask for resolution.  ** ********* Supervisor contacted Backyard Discovery later that day stating they spoke with Mr. **** *** about the complaint.  One 12/15/23 Backyard Discovery received a request to have product picked up and removed. Backyard Discovery immediately contacted ** ********* to pick up and remove the product as well as Backyard Discovery submitted a full refund to accounting to be paid out upon product being removed from property.  Backyard Discovery received permission to have the product removed, even if customer was not at the location when ** ********* arrives to collect the product.  Backyard Discovery was notified on 12/15/23 confirming pick update on 12/16/23 8am-12pm window, and they would get there sooner if possible.  Once product is removed the full refund will be processed to Mr. **** ***  

  Customer Answer

  Date: 12/22/2023

    ********** ********
  I am rejecting this response because: I still have yet to receive a refund. I have asked several times now after being promised a refund in full. Next step is to handle with our credit card company. 
  
  Sincerely,
  
  ******

  

  Business Response

  Date: 12/26/2023

  Refunded $2349.00 + $164.43 tax = $2513.43. 12/26/23.

  Customer Answer

  Date: 12/27/2023

   
  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.
  

  Please note, it does not change the fact that I believe this business has very poor customer service. I had to threaten them with a chargeback to even receive a refund. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Backyard Discovery over $2,300 for a backyard playset (order#*****) which was installed with several cracked pieces of wood all over the playset. The assembly team took photos of the damage and blamed backyard discovery for shipping flawed playsets. Backyard discovery was notified and promised several times someone would be in touch with me to have the broken pieces replaced. The company exchanged a few emails giving me the run around, and finally stopped responding at all. This feels like a bait and switch outfit. Their customer service is non-existent once they get your money.

  

  Business Response

  Date: 08/11/2023

  Backyard Discovery Customer Advocate Manager has been made aware of this concern and is working one on one with Go Configure Management to get the product repaired quickly. 

• Initial Complaint

  Date:06/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Backyard Discovery swingset on April 17, 2023 with assembly included, which added $*** to the price. I’ve since learned that Backyard Discovery is in the same corporate family with overlapping ownership as the company it exclusively uses for installation, called ** *********. The swingset was delivered on April 22, and we took down our existing swingset after being told installation of the new swingset would occur within 10 days. After hearing nothing further, I began regularly calling ** ********* to request an installation date. I called dozens of times. Each time they would claim to escalate the matter and reassign to another technician, then later said it was going to the bottom of the new technician’s list. I repeatedly expressed my concern that ** ********* was never planning to assemble the swingset. On May 17, ** ********* scheduled assembly for June 10. When I did not hear from the technician on June 10, I called ** *********, which stated their technician was now unavailable and I would have to wait for a new unknown date. I contacted Backyard Discovery, which claimed they had no control over ** ********* and initially denied having common ownership. I asked Backyard Discovery to simply make arrangements with a different installation company, but they refuse to work with any installers aside from their related sister company. * *** *** **** ** ********* *** **** ******* *** ********** ******* *** We would never have purchased this swingset if Backyard Discovery had been honest that assembly was unavailable, and we would not have taken down our existing swingset. It appears the business model here is to induce consumers to purchase a swingset by offering assembly, and then never providing assembly and instead causing so much frustration that the consumer ultimately gives up, that way Backyard Discovery retains the purchase price of the swingset without providing the promised installation.

  

  Business Response

  Date: 06/12/2023

  Backyard Discovery managers are working with ** ********* Manager to resolve this challenge for our Customer.  

  Customer Answer

  Date: 06/14/2023

  
  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,
  
  Suzanna ****************

• Initial Complaint

  Date:04/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order ***** We purchased the ********* gazebo from backyard discovery in November 2022, and paid for installation. We paid $**** which included a $*** installation charge. The gazebo arrived in a timely manner and we were contacted by *********** to schedule an installation date, approx 2 weeks later. The date came and we were notified that morning that it would be cancelled due to cold temps. Within a few days we were contacted and given a new installation date, which was once again cancelled the day of. At this time installation was put on hold for 3 months because it was now December. By March we had not been contacted with a new installation date, despite the mild winter and temps in our area. We were given another installation date, April 12. A few days prior to that day, we were once again contacted and told there was an issue with the technician and they would have to cancel. We were told they would contact us with a new date. After a week of no contact, we called ********** and were once again given new date, April 28. On April 26, cancelled once again with the reason being that technician was no longer with them. Each time, we are told by *********** that they will need to contact a technician to schedule a date and get back to us. About a week goes by with no contact, at which point we call them and then are given a date approximately 2 weeks out. We are still waiting for our latest reschedule date. At this point the boxes have been sitting outside all winter. Despite covering them with a tarp, there was water damage to the boxes, so we aren’t confident in the condition of the product. We would like a refund, or a replacement and installation.

  

  Business Response

  Date: 05/23/2023

  Backyard Discovery did not receive complaint, due to computer server issue, until 5/23/23.  I'm sorry that Mr. ********* had a difficult time with our third party assembly company.  Customer was refunded for the assembly that he was unable to be provided on 5/8/23.  

• Initial Complaint

  Date:04/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a swing set from Backyard Discovery back in February, and paid for professional installation services. Their website promises assembly within 10 days. Two and half months later, we're still waiting for the installation to be scheduled. I have been calling their professional installation company every week, still nothing! All I ever get from them is "we are working on it - the scheduler says he is going to call you". However this never happens for more than two months. Date of purchase: 2/14/2023

  

  Business Response

  Date: 05/23/2023

  We apologize for not responding sooner. Due to computer server issues we did not receive complaint until 5/23/23.  The project is now completed by the third party assembly company. We regret this assembly took so long and is not what we expect for our customers. 

• Initial Complaint

  Date:03/28/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  paid them for optional professional assembly. their website promises assembly within 10 days. unfortunately it just sits in boxes in my driveway. I cannot get their alleged "professional" assemblers to commit to any date to assemble it. This after I paid their fee. All I ever get from them is "we are working on it - the scheduler says he is going to call you". However this never happens.

  Customer Answer

  Date: 04/08/2023

  They finally completed the install.   Thanks to your help.  You can close this as satisfactory outcome.  Thanks you 

   

• Initial Complaint

  Date:02/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order a 12x10 assembled ********* Gazebo on July 20, 2022. I chose Backyard Discovery over a competitor because it offered assembly through its partnership with ***********. The *********** website states "On-time, fast, flexible assembly services. It's what you want. We partner with you to arrange for professional installation teams to do the heavy lifting, so that you can buy and enjoy your products with speed and ease" I have not found that to be the case. After 7 months and 12 appointments, my Gazebo is not complete. There was no team, only one technician, who seemed to be sick, or a no show any time there wasn't rain predicted. I contacted Backyard Discovery in November 2022 for assistance and to request a partial return of my purchase price. Becky **** response was "that our policy states that we cannot offer compensation until all repairs are completed and the Gazebo has been repaired to manufacturers specifications". Current Status: E1 Outside Rafter(Part ********) was damaged during installation, Replacement Rafter has not been sent. Angle Brace defective, new part sent but not installed. Because the sheathing boards, roof, roof ridge cap and edging are all attached to the outside rafter, to replace the Outside rafter would require disassembly of the entire roof and could possibly damage additional parts. A local carpenter has suggested that the outside rafter be scissored with an additional rafter and for appearance sake, he would do this on both sides. He would perform this work for $****** if he were supplied with two outside rafters. Requested Action I am requesting that Backyard Discovery credit me a total of $**** for the Gazebo. $*** paid for installation, $*** for difference in sale price occurring during the installation, and $*** to pay a local carpenter to make the repair. Additionally, I am requesting that Backyard Discovery supply the necessary parts to make the repair, specifically two E1 Outside Rafter(Part ********)

  

  Business Response

  Date: 02/23/2023

  Backyard Discovery will get with the third party assembly company ** *********. Customer will be contacted.

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the 14x10 pergola online from the website directly. I followed the directions exact. The last step was to anchor 4 plastic bases into concrete and then slip the posts inside of the base. Once inside the bases, the posts would be drilled into the plastic base for further stability. The posts did not fit in the base and could not be secured. After many emails back and forth, Backyard discovery claimed it may have been the weather, which was incorrect. After a few phone calls, I learned this was most likely an issue from the facility with the wood. Backyard discovery then recommended I use bases from another pergola style to "fix" the issue. This did not work as these bases were not designed for this pergola and would not properly secure it. I had to dig through the manual and send them pictures showing how it was not suitable. I felt they just wanted to fix the issue as cheaply/easily as possible at my expense of time. After more communication, they attempted to get me to completely disassemble the pergola and re-assemble it. I had already spent 10-hours in prep work (sealing) and construction time alone. I refused as this issue is a factory defect and should not be my responsibility. The issue was a safety concern (improper securing/stabilization). I was allowed to field quotes for a contractor (on my own time) and that the posts would be shipped to me. As of today's writing, the posts were not shipped (5-days after I was told they were), and the pergola has been sitting for over 2 weeks since the communication started. Had items been shipped overnight as opposed to ground, I could have diagnosed much sooner that the parts sent from other pergola assemblies would not work. In their defense, the did refund me $*** off the purchase price, but I am no closer today to completion than 2 weeks ago. I am willing to modify the bases myself to make this work, but only if I receive an adjustment to the cost due to all the issues and time I have spent.

  

  Business Response

  Date: 01/02/2023

  Business Response /* (1000, 5, 2022/11/30) */ Backyard Discovery is working with customer to resolve concerns. Parts have been sent and a technician assigned to work on product. Customer wants option left to his discretion on what parts are used and what repairs are done. Current repairs are scheduled for mid-December. Consumer Response /* (3000, 12, 2022/12/23) */ The work Backyard Discovery said will be completed has not occurred. They set up a company that made me wait 3 weeks and cancelled on the day of the appointment. No work has been completed. I filed a previous complaint regarding issues with my Pergola and Backyard Discovery. After many emails and calls back/forth with the company, they finally relented and agreed to have a contractor fix everything that was wrong with their product. They set me up with a third-party company and the previous BBB complaint was closed. They never touched base or contacted me to see how the process was going. Fast forward a month, and the company they hired cancelled the date I had scheduled for 3 weeks to fix the issue on the morning they were supposed to work. I tried multiple times to get an earlier date with the company Backyard Discovery uses, with no luck. The pergola has been standing unsecured for well over a month and Backyard Discovery seems as though they just want to "punt" the issue away. This complaint should stay active until they resolve it fully or some sort of an agreement is made. Business Response /* (4000, 14, 2022/12/29) */ A manager from our 3rd party contract assembly company, ************, has been in direct contact with Mr. ****** to see if they could secure an earlier date for the technician to arrive. However, due to high demand, was unable to secure an earlier date with their contracted technician. Backyard Discovery managers are working with ************ on this case to reach a resolve that is best for our customer. Consumer Response /* (2000, 16, 2022/12/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Backyard Discovery has helped me resolve this issue.

• Initial Complaint

  Date:11/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No November 21, 2022 I got an email for a transaction through ******* for playhouse. The total of this transaction was $******. I did NOT place or authorize this transaction. I IMMEDIATELY, and I mean within seconds went in and canceled the order AND contacted the seller, Backyard Discovery to ensure that this order would be canceled because I did not place it. I got an email response the very same day just a little while later and was told they would get it canceled. I looked today, November 22 and the order still was not canceled so I reached out again. The person that emailed me back tries to tell me that the order had already shipped and it can not be canceled or refunded until they get it back. I can NOT afford to ship this back and the money taken from me for this order that I did not authorize was my family's thanksgiving money!!!!!! The order does NOT say shipped nor can they provide tracking info, they are refusing to cancel and refund me and I NEED MY MONEY BACK FOR MY FAMILY!!! Very ************** with short snarky replies back to me and absolutely no details. SHAME ON THIS COMPANY!!!! Give me money back I DO NOT WANT THIS PRODUCT AND I DID NOT AUTHORIZE THIS TRANSACTION!!!!!! I will NEVER do business with these people EVER! Do not buy here, you will regret it. *********** people. *********************************************************************************

  

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/11/28) */ Customer was never charged for this product, therefore refund was not needed. Order was cancelled on 11/22/22.