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:08/25/2025

  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.

  They failed to inform me that I was buying a discontinued carport. I need replacement panels that are not available. Had i known this was an obsolete product I would not have bought it. Now I have a carport that I can't finish. Thanks for nothing but hours of frustration. Disgruntled customer.

  

  Business Response

  Date: 08/26/2025

  **** ***,

  Thank you for reaching out, and we sincerely apologize for the inconvenience and frustration this situation has caused. We understand how disappointing it must be to find out that the carport model you purchased was discontinued without prior notice.

  We want to assure you that we’re committed to resolving this for you. While the original ***** Carport panels are no longer available, we now offer a newer style ***** Carport roof panels that are fully compatible with your existing carport frame. These panels are designed to provide improved durability and performance.
  

  To help us assist you further, we kindly ask that you provide the following:
  

  1: Proof of Purchase – This helps us confirm your order and warranty eligibility.
  

  2: Details of What Needs Replacing – Please specify how many panels you need and if there are any other parts required.
  

  3: Photos – Clear images of the current frame and any damaged or missing components will help us ensure the correct replacements are provided.
  

  Once we receive this information, we’ll work with you and see what we can do to assist you with a resolution. 
  

  Thank you for your patience, and again, we apologize for the experience you've had.

  We are looking forward to hearing back from you. 

  Team ShelterLogic. 

• 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: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: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: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:04/22/2024

  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.

  We purchased a shed from *********. The shed is of very low quality. Every time we have a normal rainstorm the shed falls over or twists, bends, breaks, tears, etc. We have attempted to secure it to the concrete which did not help and now the only thing holding it up is it being strapped to our lawnmower making us unable to use our lawnmower for fear the shed will fall over. ***** employees helped me get in touch with the company advising that there was a warranty that should cover normal damage of the shed. The first person I spoke to at the company refused to help me and told me I had to call ***** back to get any help. I then had to call back telling and that person told me the only thing the warranty covered was rust. When I told them ***** informed me of the warranty policies to cover normal damage only then did they agree to work with me. I provided pictures per their requests it took them weeks to get me in touch with the warranty department only for them to tell me that the shed is basically not rated to handle any type of weather and the best they can do is offer a discount to buy replacement parts which given the warranty and the quality we feel is not acceptable as we will be buying replacement parts the rest of the time we have the shed. We are now having to purchase our own materials to build a new shed.

  

  Business Response

  Date: 04/23/2024

  Hello *********,
  

  We are very sorry you feel this way! Please know that our warranty department does work hard to treat every claim fairly and consistently, which is why they did not approve your claim due to it being an (Act of Nature) and acts of nature are not cover under the manufacturer's warranty. Please understand that we cannot provide a refund for products purchased through third parties (retail stores) because we have not collected any funds directly. Lastly, we do offer live load rated shelters that are more suitable for your specific needs. For assistance in your search, please feel free to call us on ###-###-####.
  

  Thank you for your understanding. 
  

  ***** *****. 

  Customer Answer

  Date: 04/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:03/01/2024

  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.

  I made online purchase in 1/2024 & upon delivery of item, I contacted customer service via email to request what I believed was missing hardware. They responded by sending a second item but no hardware. At that point I dropped the matter.
  Several weeks later, I received 2 unsolicited orders from this company for items I did not order and did not want. I contacted the company via phone and was instructed to keep or dispose of 1 item and leave 2nd item at door front for pick up. The 2nd item was picked up as promised.
  After a couple of weeks went by, a ***** delivery of the box containing the returned item was attempted but refused by me.
  Days later, a duplicate item was delivered matching the first item referenced above. I contacted company via phone and again was instructed to keep or dispose of item.
  Today I received the duplicate item for a 3rd time. I am utterly stymied by this business practice and will contact this state’s Attorney General’s consumer advocacy agency and the ******** ********* ********** ****** to file complaints if this company attempts to bill me for any of the erroneous shipments

  

  Business Response

  Date: 03/01/2024

  Hello *******,

  We are sorry to hear about your
  frustration. Our records show that we sent out two orders to you, the one
  order you paid for, and the replacement order we sent free of charge. Please
  note that you were not charged for the replacement order we shipped. Lastly,
  the Shade sail only includes the rope. One can obtain the Hardware at a local
  hardware store. You will need the Hardware mounting kit. The kit should consist
  of (Turnbuckle, drop-in anchor, eye bolt, washers, hex nuts, and wire rope clips). This information is listed
  in the instruction manual. If you have any questions or wish to
  discuss this in more detail, please feel free to contact us at ###-###-####.

  Again, we do apologize for the inconvenience, and you won't and have not been charge for the additional shipments.  

  Thank you, 

  ShelterLogic. 

• Initial Complaint

  Date:09/25/2023

  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.

  Bought a 10x20 shelter.
  Shelter lasted less than a year.
  Received a replacement and it last less time than the original cover.
  Now you want $380.00 for another cover that won't last.
  This should be illegal. What a scam.
  Hopefully someone brings a class action law suit. I'll be the first to sign.

  

  Business Response

  Date: 09/26/2023

  Hello ****, 

  We are awfully sorry to see
  that you are unhappy with your cover. The standard cover does include a 1-year
  limited warranty and if anything goes wrong within that time frame, we strongly
  suggest submitting a claim. Our warranty department does work hard to treat
  every claim fairly and consistently, which is why they did not approve your
  claim the second time as they had already sent out a replacement tarp under the
  original Warranty. Please note that there are (3) different grades of material
  being the 6.5 oz standard fabric, 14.5 oz Heavy-Duty, and 21.5 oz Ultra Duty
  material. The heavier grade canvas has longer warrantied and life expectancies, which
  might better suit your needs. Please know that customer satisfaction is
  important to us, and we want to find a resolution. As a courtesy, we want to
  offer you 10% off the heavier grade fabric that can most likely last you up to
  10 years. 

  Please confirm the model number of your shelter to properly provide with the final cost + shipping.

  Thank you.

  Customer Answer

  Date: 09/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is terrible response. Trying to up sell me on another cover when these covers are supposed to last atleast a year. The first cover did not last a year and the second cover lasted less than the first. This is a scam and people are being ripped off. 

  If the cover is suposed to last a year then cover the warranty. No where does it say when purchasing the product you only cover one replacment. Your company knows these covers will fail and you should be held responsible for misleading.

  
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 09/27/2023

  Hello ****, 

  We are sorry you feel this
  way. Unfortunately, we are not able to send you another replacement canvas as
  the warranty is limited to one replacement for the remainder of the 1-year
  limited warranty, as it’s not a lifetime warranty as stated in the instruction/owner’s
  manual. Please note that customer satisfaction is important to us, but we need
  to be fair and consistent with all our customers regarding our Warranty policy.
  The discount is still available if you wish to move forward in purchasing a
  replacement canvas for your Shelter.

  Thank you for your understanding. 

  Customer Answer

  Date: 09/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is a scam, you're company is aware of this issue and you should be held accountable. I will take it upon my self to inform potential buyers of this product not to waste their money. I feel it's a good honest citizens duty to reach as many people as possible and let them know my situation.
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 09/28/2023

  Hello ****, 

  We understand your frustration, but as previously stated, we need to be fair and consistent with all our customers, as we will not be able to send out another replacement tarp free of charge. The discount offer is still available if you wish to upgrade the canvas to a heavier grade material that's double & triple the weight of the original standard fabric.

  If you have any questions, please feel free to
  call us on ###-###-####.

  Thank you for your understanding.