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:06/25/2025

  Type:Product 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 shelter logic 8 foot cover from shelter logic and a shelter logic 8 foot firewood holder from an ****** affiliate. I have 1/2 cord stacked against the fence ready to put on the holder. I take the parts out and try to put it together but the horizonal beam's holes are two inches off from the frame holes so I cannot screw it in or put it together. I am going out of town tomorrow and spent all morning on this project. The instruction state "Do not return to the vendor. Call shelter logics for problems" I called shelter logic. Alexa R******* asked me to send pictures that show that I had three wrong parts in the package. I did that. I waited and 30 minutes later Alexa told me that they won't help and I have to return it to the vendor. I told her to send me a postage paid return shelter logic cover that I purchased directly from Shelter Logic. If shelter logic had packaged the correct parts I would not have wasted an entire day stacking wood and then restacking it. I have no wood holder and have no reason to keep the cover. She refused! She told me I had to pay return postage even tho this was Shelter logic's error and cost one day of my valuable time. Return my $29.49 for the cover and one day of work that I wasted due to the defective rack at $400. If the vendor will not accept the return, I will seek reimbursement for the defective unit also

• Initial Complaint

  Date:05/08/2025

  Type:Product 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.

  last year in Feburary I ordered a replacement greenhouse cover for our 12x24 shelter logic greenhouse. We had used it about 10 years and the cover had started showing sights of wear and could not be trusted to last another season. The replacement came and one of the end walls lower s***ve started to fail soon after we started using it , It lasted the 3 month time period we have the greenhouse up but was not useable for another season. I called and Shelter logic and they sent an replacement end wall, we used the new one to build the portable greenhouse in March 2025. This showed the same problem as the last end wall. by May 3 the entire bottom tube had failed. they said that the replacement end wall does not have any warranty and we need to purchase a completely new cover for $499 plus shipping. Shelter logic has a quality control issue the old cover used 3 months a year lasted 10 year and the replacement end covers would not last out a single 3 month season. The Shelter Logic 12 X24 greenhouse has been erected in the same location for the entire time we have been using it.

  

  Business Response

  Date: 05/13/2025

  ** ***, 

  Thank you for reaching out. We're sorry to hear about your frustration and understand how disappointing it can be to experience issues with a product you've purchased. We'd like to clarify that the warranty coverage begins from the original date of purchase. While we have already sent out a replacement end panel to help resolve the issue, please note that the warranty does not reset or restart with the shipment of replacement parts. 

  Kindly note that customer satisfaction is important to us, but we need to be fair and
  consistent with all our customers regarding our Warranty policy. 

  That said, as a one-time courtesy, we'd be happy to offer you a 25% discount on a replacement cover-kit to help make this right. We truly value your business and appreciate your understanding.  If you'd like to proceed with the discounted replacement or have any further questions, please don't hesitate to reach out, we're here to help. 

  Best, 

  The ShelterLogic Team. 

  Customer Answer

  Date: 05/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The main 12x24 cover and the one end wall is  of your replacement kit are in good shape. The lasted cover and end walls lasted almost ten year  on the original greenhouse. Your  complete replacement kit  cost about $500 plus freight and all I need is the one end wall. It will be cheaper for me to take  the defective end wall to a local tent manufacture for them to do the repairs. You have a quality control problem with your replacement kit.
  
  
  
  Sincerely,
  
  
  
  *** *** ** ******

  

  Business Response

  Date: 05/14/2025

  Dear ***, 

  Thank you for your response. We’re truly sorry to hear that you’re disappointed, and we understand how frustrating this situation must be.

  Please know that we strive to be fair and consistent with all of our customers when it comes to our warranty policy. As mentioned previously, the warranty begins from the original date of purchase and does not reset with the shipment of replacement parts. We’ve already provided a replacement end panel under warranty, and unfortunately, we are unable to send an additional one.
  

  We genuinely appreciate your understanding and can extend our offer to a 30% discount off on a replacement cover-kit remains available as a courtesy should you wish to move forward.
  If you have any other questions or concerns, please don’t hesitate to reach out — we’re here to help.
  
  Best,

  The ShelterLogic Team. 

• Initial Complaint

  Date:01/31/2025

  Type:Product 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 purchased a shelter logic garage in a box in October of 2024 I was taken back by the claims the company made regarding the quality of this product it was very poor quality I assembled the product according to the instructions and parked my **** and a golf cart inside approximately three weeks later I discovered the top portion of the cover had been blown off from winds on the night prior I tried to reach out to shelter logic for a replacement cover I was told in a message on my email I was not entitled to a replacement due to there limited warranty that only applies to the metal skeleton structure having the snow load and the wind rating (90mph) on it not the cover which is extremely deceptive if you shop and view these items on line I paid over $570.00 dollars for an item that lasted three weeks the thing I’m most upset about other than loosing a substantial amount of hard earned money is how shelter logic misrepresents its products as well made high quality products and there just selling inferior products from ***** the durability claims are false and a joke I need some help I need some resolution I need some help to file a small claims case

  

  Business Response

  Date: 02/03/2025

  Hello ***,

  Thank you for reaching out to us.
  We are sorry to hear about your experience with your shelter. Your experience
  is certainly not the standard we strive for, and we apologize that you had to
  go through so much inconvenience. As a courtesy, we will replace the tarp to your
  Garage-in-a-box SUV Peak 13x20x12 Shelter. The replacement cover-kit will be shipped
  out in the next 2 to 3 business days. Please do note that the Garage-in-a-box
  SUV Peak 13x20x12 Shelter is not Live load rated, and it is classified as a
  temporary shelter as its not rated for wind or snow. We recommend that all our
  shelters be securely anchored on all footplates. In most cases, additional
  permanent 30” auger anchors are recommended, or one must acquire anchors
  suitable to the terrain; we advise one anchor per leg. Lastly, we also advise consumers
  to immediately remove any accumulated snow off the structure. If you have any questions
  or wish to discuss this in more detail, please feel free to contact us at ###-###-####.

  
  The new order number is ******* and
  the replacement cover will be shipped to the same address listed on the copy of
  the receipt.
  

  Again, we do apologize for the inconvenience. 

• Initial Complaint

  Date:12/10/2024

  Type:Product 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 16' wide, 16' tall, by 36' long RV canopy. When I got the cross pieces together, they measured 14' wide. I was told by customer service to just "pull them apart" to make it 16'. Even the "instructions" said it was 14' wide. Today, I finally got it put together, and it's 14' wide. "Pulling (the pieces) apart" made it so the fabric wouldn't fit. It was very difficult to get all the holes to line up, difficult to get the covers on and in place, and telling me to just "stretch the ribs apart" is just asinine. Also, the "instructions" were not very helpful either. Just pictures, no words? Some explanations would have been very helpful. Lastly, I didn't get all the pieces needed to finish it, so I was delayed by another 10 days waiting for them to arrive.

  
  
  So, now I'm stuck with the wrong sized canopy that's finally up, it took me 3 times as long to get it up, I spent a small fortune getting a crew to help me with it, and I'm not really sure about the quality of the materials or engineering of it. To say I'm very frustrated would be an understatement!

  
  
  9 months after I finally got it up, the canopy fabric is leaking! It has been raining (not a downpour or anything), and I went out to work in the canopy. Everything was soaked! The ground, my truck, all my tools, my electronics, the outlets and lights I installed, everything! After all the trouble and hassle I had just getting it put up in the first place, and now this! I have no idea what I’m going to do now, besides put a tarp over as much as I can. I spent thousands of dollars for this! I’m just really mad now!

  
  
  This was a horrible experience, from beginning until now, and I'm certainly DO NOT recommend this product, or company, to anyone!

  

  Business Response

  Date: 12/11/2024

  Hello *****, 

  We are sorry to hear about this! Did you attempt to submit a
  warranty claim? Please provide us with proof of purchase, and photos
  of the Shelter/Tarp. First, we need to gather more information so that we can offer the
  best solution we possibly can. Please do note that our Shelters do carry a
  1-Year Limited Warranty from the date of purchase. 

  We are looking forward to hearing back from you. 

  The ShelterLogic Team.

• Initial Complaint

  Date:07/30/2024

  Type:Product 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 received a gift on or around Christmas of 2023 of a set of two beach chairs labeled "***** ******."
  In July of 2024 I was using one of the chairs for the second time when it broke beyond repair.
  I contacted ***** ****** customer service on 7.29.24 and asked if I had any options to replace.
  I was advised that they do not manufacture this style chair and was told to contact the manufacturer directly.
  When I contacted the manufacturer on 7.29.24 I was told that there was a one year warranty on the chair but I had to be the purchaser.
  I was told I had no other options. I advised them that I would be reporting them for false advertising.
  I want my chair replaced with one of a higher quality.
  I want them to change their policy to make it easier for non-customers to make complaints about faulty products.
  If they cannot meet the standards of "***** ******" brand then they should no longer manufacture this product.

  

  Business Response

  Date: 07/31/2024

  Hello *******,

  We are sorry you feel this way.
  Please note that we are approved and licensed to sell ***** ****** products. We
  prioritize all our products to be top of the line in quality and durability as
  our number one goal is to deliver customer satisfaction to all our customers. Furthermore,
  ***** ****** chairs are sold in many different retailers, such as, ******, ******,
  *****, etc. We very much like to help you replace your chairs. We understand it
  was a gift, however, we do require proof of purchase to help replace your chairs
  under warranty. There are times one will receive a gift receipt with the item
  that was gifted to the receiver. Please provide us with proof of purchase or a
  screenshot of the online purchase and photos of your chairs so that we can
  assist you with replacement chairs. 

  Thank you for your understanding. 

• Initial Complaint

  Date:07/22/2024

  Type:Product 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.

  This is the second *** backpack lounger that I have bought and it has ripped on the seam to where it can not be used. I almost hurt myself this time when my leg fell through and took some skin. I would like a replacement or a refund of a total of $140 US dollars for both of them due to faulty workman ship. I am not even 200 pounds soaking wet so I know it was not a weight issue. Neither one of them were a year old (didn't make it half way through the summer).

  

  Business Response

  Date: 07/24/2024

  Hello ****, 

  Thank you for reaching out to us!
  We are very sorry to hear about your experience with your chair. For us to
  assist you with your claim, we need a copy of your receipt and photos of the
  chair. Please provide us with proof of purchase and photos of the chair to
  offer the best solution we possibly can.

  We are looking forward to assisting you!

• Initial Complaint

  Date:07/02/2024

  Type:Product 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 over $300 for a 10x20 party tent from this company. After setting it up the night before our event and going to bed we woke up in the morning with the structure completely collapsed from light rain. In the set up and safety instructions it states that it is intended to provide temporary shelter and gives examples of elements including light rain. I submitted a warranty claim which was denied due to acts of nature and the product is known for having water pooling problems. I advised if they knew the product is known to have this problem with something they state it can be used as temporary shelter from then its not an act of nature its faulty design and craftsmanship and should be covered under warranty. I was not asking for the hundreds of dollars in things destroyed be refunded just a replacement product. I was advised that my claim was denied, After customer service lied about the fine print in my safety and set up instructions and then admitted they knew about this issue so i stand firm this more than acceptable . At this point I would like to be refunded the $338.47 as i do not want a replacement product from a company who treats their customers this way.. My request for a replacement product to be provided was a reasonable way to resolve the issue and regain my trust as a consumer but at this point they have shown they can not be reasonable and am expecting a full refund.

  

  Business Response

  Date: 07/08/2024

  Hello *****,

  First and foremost, please know
  that we are very sorry to hear about your experience. Customer satisfaction is
  very important to us, and we are happy to hear that we were able to find a
  resolution by replacing the product with one of our Party tents.

  Order # *******.

  Please know the product shipped with
  the carrier **** ***** *******.
  

  The pro/tracking info #: *********20.
  

  Please call the freight company to
  schedule the drop-off appointment. The freight company will not drop off unless
  they receive a scheduled drop-off date.
  

  Here’s **** ***** ******* phone #
  ###-###-####.

  If you have any other questions or need product assembly assistance, please call ###-###-####.

  Thank you for choosing
  ShelterLogic! 

• Initial Complaint

  Date:06/06/2024

  Type:Product 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 purchased our gazebo over a year ago and roof is broken.

  

  Business Response

  Date: 06/06/2024

  Hello Jamey, 

  We are sorry to hear about this! Did you attempt to submit a warranty claim? Please provide us with proof of purchase, and additional photos of the Gazebo. Please do note that our Gazebo carries a 1-Year Limited Warranty from the date of purchase.

  We are looking forward to hearing back from you. 

  Thank you

   

• Initial Complaint

  Date:05/13/2024

  Type:Product 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 purchased a ***** Gazebo from the org. Owner. The polycarbonate roof sheets were damaged by hail. We tried multiple times to reach the company
  Via the number provided, Chat Now and through their Company website online Form for replacements but no response.
  Call the number or click on their "chat now" and get a response that someone will contact you in 24hrs. It's been 3+ months.
  Fill out the online form and submit and no one in the company even bothered to respond.
  We weren't asking for Anything free we just wanted to BUY replacement panels.
  This company clearly do not seem to care about their customers or future
  Potential customers. We will never recommend them.

  

  Business Response

  Date: 05/14/2024

  Hello ****, 

  We
  are sorry to hear about your negative experience. Customer
  satisfaction is important to us, and we want to help resolve your issue. To place an order for replacement parts to your Gazebo, please call our directly line at ###-###-####. Our ***** representatives will be happy to assist you with your request. Again, we do apologize for the inconvenience. 

  We are looking forward to assisting you! 

• Initial Complaint

  Date:04/30/2024

  Type:Product 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.

  We bought the tent but were not told we needed a door kit as the previous tent came with it. We called to place the order to replace a previous tent as the roof of the tent ripped off and not under warranty which was understandable. when my husband put the tent up to reach the top is about 8 feet tall and can not reach it. when he called he was told it was 7 feet tall and could buy a door kit. the representative who sold us the tent should have told us it did not come with a door kit.

  

  Business Response

  Date: 05/01/2024

  Hello *****, 

  We are sorry to hear about your
  experience. To further assist you, we need to gather more information as to
  what shelter model do you own. What's the order number of your replacement that
  you ordered? Or, if you can provide us with the phone number you used to place
  the order.

  We are looking forward to hearing back from you. 

  Regards, 

  ShelterLogic

  Customer Answer

  Date: 05/02/2024

  The phone number that placed the order is ###-###-####.  

  Customer Answer

  Date: 05/02/2024

  The phone number is ********** that placed the order.  

  

  Business Response

  Date: 05/03/2024

  Hello *****, 

  Thank you for your response. We were able to locate your
  order. Yes, the Shed-in-a-Box® 8 ft. x 8 ft. x 8 ft. Gray. Model #: ***** does
  not come with a roll up door kit, as only certain shed-in-a-box models sold
  through third party retailers include that accessory. Most cases, that
  accessory is sold separately as it's optional. The shed-in-a-box comes with a
  unique feature that incorporates grommets/eyelets that only come on the
  standard cover-kit. The front door can be rolled up manually and tied up with
  bungee cords through the eyelets. We understand the shed has a door height
  opening of 6'11" where the door can be rolled up to and the overall peak
  height of the exterior shed-in-a-box is 8'ft. Most consumers utilize bungee
  cords to keep the door open. We do apologize for the confusion this may have
  caused. As a one-time courtesy, we will be shipping you out a roll-up door kit
  accessory for the inconvenience as a price adjustment is not possible. 

  The order has been placed. The order number is #*******. (This order will ship to the same address on file). 

  Again, we do apologize for the inconvenience. 

  Thank you for choosing ShelterLogic!

  Customer Answer

  Date: 05/06/2024

  
  
  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.  They went above and beyond.  Thank you so much.
  
  
  
  Sincerely,
  
  
  
  ***** ***** ******