Business ProfileforOutdoor Living Today

I ordered the 12 x 8 classic engineered with sliding doors. The shed was difficult to assemble it came with hundreds of pieces. It was a big job to put together. The instruction for installing the roof were not adequate. Some of the parts sent were not the correct ones for the shed that I ordered. When I brought this to their attention, they took weeks to send me the correct hardware. Even when I received the parts there were some still missing pieces. Its been difficult to get people to respond to my calls and emails. I'm still missing parts to complete my shed and the company has not resolved it. It feels like the burden has been put on me to get what should have been part of the original package. My shed is still not done nearly 4 months since I ordered it. I dont have the correct hardware pieces and customer service is non-responsive. Overall the experience has been terrible. I'm very sorry I made the decision to order this product. It has been a real hassle.

After reading the response from Outdoor Living Today, I would like to provide more details about my experience with the company to give readers a better understanding of what happened. The shed was originally purchased on Dec 19, 2022 for $3,459. It was delivered in the first week of January 2023. The shed was purchased as one of several upgrades at a worksite. I managed the construction of the shed. It was a multi-stepped project, construction of the shed did not commence until the last week of January 2023 when the site was fully prepared.We spent 1 days (2 people) leveling the site and building the floor of the shed. The instructions stated the importance of a level floor so we took time to assure the surface and floor was level. On February 17, 2023, 3 people worked to complete the walls and rafters of the shed. However, we were not able to continue when we got to the roof section because the instructions did not fully detail how best to install a large metal roof. The instructions show a floating hand that drills in the screws on the roof. However, no one could not reach from the ladders to safely install these screws along the peak and in the center of the roof. On Feb 24, 2023, after further research, we worked on installing the roof, doors, windows and final trim. However, during this process it became apparent that we did not have the correct hardware to complete the installation of the doors. I contacted OLT by phone. I spoke with *****************. She informed me that I needed to instead send an email detailing the parts that were missing. I emailed (12:23pm EST on Feb 24th) a list of all the missing parts needed to complete the shed. On February 27, 2023 I received an email from ***************** informing me that the missing parts were going to ship out tomorrow. On March 7, 2023 at 4:34pm, I received another email from *********************** informing me that the parts had shipped out. At which time, I replied at 5:40pm stating that I was surprised it took so long to get the parts shipped out. This was a full 10 days after I had originally made OLT aware of their mistake. At which time, I also informed them that the product they shipped me was full of ********* ants. No one from OLT responded to my message regarding either matter. On March 16th, I still had not received the missing hardware for the shed. At which time, I reached out to OLT via email 12:13pm inquiring on the status of delivery. After checking the tracking, ***************** replied at 12:25pm stating that the package had been delivered on March 10. I inquired within our partner organization who had signed for the package and I received the package shortly after. However, even without the internal misplacement of the package, the turnaround time for OLT to correct a mistake was 14 days. On April 6, 2023 I scheduled another workday with 2 people to install the doors and complete the trim on the shed. On this day, I realized that OLT had not sent me all the parts I asked for in writing by email on Feb 24th. They made a second error. I sent an email to OLT at 6:29pm informing them of the second mistake in shipping. I did not receive a reply or an out of office message informing me of a ******** holiday. On April 7, 2023 I followed up on the earlier message at 8:13 am and 2:06pm asked that someone please respond. I also called to which I did not receive an outgoing message informing me that the office was closed. After no response to my messages or calls, I filed a complaint with the Better Business Bureau and posted on Trust pilot. I replied to the earlier email message at 3:21pm informing OLT of the filed complaints. After that message, I did receive a reply from ********************* at 9:48pm in which he informed me the facility was shut down for the holiday. On April 8, ********************* sent the missing part via ***** and he emailed the tracking information at 3:20pm. That package was received on April 14. In summary:1.This project took longer than was estimated in the product information to assemble.2. Several complications added to the difficulty of building the shed including parts that were not labeled, parts that were not included, and inadequate instructions.3. *** says that they are diligent in responding however it took 14 days to receive missing parts to correct their mistake. Even with a written list that I provided, they did not include everything I needed when responding to the initial matter. I had to contact them a second time to correct the mistake. From the time that *** first became aware of the issue to the time I received the final missing part was 49 days. 4. No one from OLT took the time to contact me to fully understand the extent of the challenges I had with their product and service. Instead they wrote a reply to my complaint that included many assumptions and patting themselves on the back for a job well done.