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Business Profile

Online Retailer

ABC Canopy

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 25 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/13/2024

    Type:Product Issues
    Status:
    Unanswered
    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 13x13 gazebo in June 2023. I paid $477.00 for it.The top of the gazebo collapsed in due to suspected windy weather. As it is staked down with supplied stakes.I've tried to contact them to talk about this issue for approximately the past 2 weeks. No response!

  • Initial Complaint

    Date:01/22/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 purchased a tent for our small business 6 months ago. Within the 1st week of setting up the tent -the bolts and nuts began to fall off. The tent continues to lose nuts and bolts which causes the tent to collapse and be unsafe. After contacting ABC Canopy due to the tent still being under warranty they took several weeks to respond. Their initial response was that they would only replace 1 of the requested parts and required us to pay for shipping. I have been going back and forth with their extremely rude and slow customer service for several weeks. During this time the tent has become unusable. They also refuse to provide a refund.

  • Initial Complaint

    Date:11/15/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Transaction date October 5th 2023.I ordered an expensive hardtop canopy. It was put together exactly as intended. It rained the day after it was installed. Water leaked through every crack in the cheap top panels. It ruined everything I had placed under the canopy as I expected it to work, and not leak like crazy. I initially asked Amazon for a refund, they said it should be under warranty so contact the company. I did that and I got an email back from them in broken English asking me if it was installed correctly. When I told them yes,7 (three times) they suggested of buying glue and glueing it together which would not allow me to take it down and put it back up if I desired. I asked for a refund, they repeatedly told me no. After 20 (YES 20) emails back and forth, they agreed to send me a new one ONLY if I paid $100 in shipping. This was after them offering me a $50 refund on a $600 canopy. After them refusing to honor the warranty of a clearly faulty, cheap product, I finally agreed and paid them another $100 because shipping is expensive for them. I asked for a tracking number and I received an email back with them saying it looks like amazon refunded you, (they have NOT) so we will not be sending you another canopy. This product is under warranty as its only a little over a month old and Ive been emailing with them for weeks. I cannot use this product and they are refusing a service promised to customers.

  • Initial Complaint

    Date:09/14/2023

    Type:Product Issues
    Status:
    Unanswered
    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 canopy in May 2023. It broke after 3 uses. Multiple parts on the frame failed. I emailed ABC Canopy shortly after it broke in August 2023, and well within the 1-year warranty period on the frame. They asked me for countless photos (fine) and then told me that everything was working correctly stating "most parts are good", despite the canopy sagging and clearly broken. The only solution they have offered is for me to purchase a new frame for $200, which is not how a warranty works. The exchange has lasted nearly a month without resolution. I've been patient and kind to the representatives, but I've reached a breaking point. These canopies are not cheap and should last more than 3 uses.

  • Initial Complaint

    Date:08/25/2023

    Type:Product Issues
    Status:
    Unanswered
    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 purchased a 19x13 abc canopy from Wayfair May 2023 and end of June the right side started collapsing. The hollow poles started to bend and its getting worse. We submitted a complaint because its still under warranty. The hey replied back and asked us to tell them what parts are needed to repair. So we replied and they responded back that they were out of stock and no longer available. They offered us 25% refund. Seriously that will not work! We need them to either replace the canopy, send us the parts or give us our money back.

  • Initial Complaint

    Date:08/17/2023

    Type:Product Issues
    Status:
    Resolved
    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 on 8/5/23 ,they contact me don't have the color I requested so I chose another color burgandy. When it arrived on 8/15/23 ,took it from box and saw a whole and drag marks. We immediately emailed them and they just wanted me to send photos and order and we did. That's when we noticed taking it from bag, that the leg was dented and paint look like it was coming off from the frame. They offered me 40.00 to keep it,told me the dented leg wouldn't hurt anything. I told them I knew better, that it compromise the canopy and the paint doesn't look right,and it would surely rust..not to mention it looks bad. They offered me 60.00 to keep it. I told the no,I want a full refund,and have not heard from them in over 12 hours.

  • Initial Complaint

    Date:07/31/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 purchased a pop up canopy and have tried to get it replaced within the warranty period. They have not responded back and still have not sent us the product we purchased.
    The insurance they use on Amazon is not helpful at all and have not worked with us to get our tent replaced. At this point I would like a refund for the parts I have not received.

  • Initial Complaint

    Date:07/24/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    On 7/14/23, I bought a pink 10 x 10 tent for my business. ORDER# *****. I've waited too long for my purchase, item #***** - the S1 Commercial Church Canopy (pink), which I was supposed to use this month. No tracking # or update was provided. So I had to email or message ABCCanopy myself using the 'contact' section in their website. No phone number is available to call them. Suddenly, I get an email from custoner support saying. "Sorry, the carrier has not updated the tracking number to us. We will help you urge and update you as soon as we get it." I am very disappointed and suspicious of ABCCanopy. As a paying customer, I should have received an update. I was already charged and I have nothing. I will be notifying my bank and am glad I'm filing this complaint with the Better Business Bureau because it does not look like this company is reliable or can be trusted at all. I WANT MY MONEY BACK NOW!!!!

  • Initial Complaint

    Date:06/05/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    On June 22, 2022 I ordered 2 canopies from ABCCanopy. They were lightly used and stored for the winter. When I opened up the 10x10 canopy this spring, 3 roof trusses had snapped through the hole drilled in the centre and 2 others show signs they are letting go under the painted coating. I contacted the company for replacement of the 5 roof trusses under the 1 year warranty on the frame. Over several email exchanges, they asked for photos, identification on their schematic and details of the parts to be replaced under warranty. They then started to negotiate a shipping price, whereas their warranty policy on their website clearly states "Abccanopy will pay for the standard delivery" and fees will only apply if you choose expedited delivery. I have asked to have this applied in sending me the parts under warranty at no charge, and they no longer reply to emails.

  • Initial Complaint

    Date:05/16/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Bought a canopy that has a 1 year Warranty. Broke after 10 months. Contacted company and they said it cost $100 for a replacement. After complaining about that cost they said they would do it for $75. I agreed then after 4 days they emailed back stating shipping costs increased and now it was $90. This was all for a product covered under a 1 year warranty

ABC Canopy is NOT a BBB Accredited Business.

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