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:10/17/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On February 13th 2023 I purched a greenhouse kit from this company. It was supposed to arrive within a week (3-5 days I believe). After that time came and went, I could see from tracking info that it hadn't shipped yet. After contacting the company about why it hasdn't shipped yet, I received some sort of generic response. I then asked for a refund as I decided to go a different route on my project. That took several email attempts. In early March, I finally received an email stating I was being issued a refund. The refund was applied but then was later retracted. I didn't realize this. I sort of put all this on the back burner as I was dealing with some other more important matters in my life. Fast forward 8 months later (Oct 10th) and the product I ordered arrived at my house! I am way past needing it as I have already completed the project it was to be used for. I have since sent 4 or so emails asking for my refund (a real one this time). I offered to send the product back (at their expense). After attempting this for one week now with zero response from the company, I decided to file this complaint. Below, I included emails between the company (ez frames) and myself, my bank statement at the time the refund was supposed to have been applied and emails between PayPal and myself in regards to the refund and the cancelation of the refund.

• Initial Complaint

  Date:09/21/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 in full for (2) 10'x20' structure kits, (10) 2 pack window kits and extra parts. The only part of the order I received was the window kit and extra parts. I have never received the actual (2) 10'x20' structure kits and the company has discontinued replying to my inquiries.

• Initial Complaint

  Date:08/24/2023

  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.

  - The transaction took place on July 11th.- $528.00 was paid on that date.- The order is for one 10 x 12 greenhouse kit at $215. Seven 10-foot wide Truss webbing kits at $175 total. Two extra angled corner bracing kits at $64 total. Two extra 2'x2' window/roof vents at $32. Two Extra 2'x4' window/roof vent assembly kits.-The issue is that I have repeated contacted the business to determine the status of my order and have been told that my order would ship the week of our correspondance or the week after our coorespondance. I have received part my order on August 7th. The remaining part of my order has yet to ship as of August 24th. - I began my correspondace with the business on July 18th. And was told on July 20th that my order would ship the next week. I contacted them again on July 31st about my order still awaiting the actual shipment. They replied on August 2nd stating that my order would ship during that wee or the next week. I received part of my order on August 7th. I reached out on August 12th inquiring about the remaining part of my order on August 12th. They replied on August 22nd saying the remainder of the order would ship this week. At this point, the order still has not shipped.The order # is ***** and the tracking # is ******************************

  Business Response

  Date: 09/08/2023

  Hello -

  This order was partially shipped and delivered on August 7th. Customer cancelled remaining order and it was refunded per the customers request. We consider this complaint resolved satisfactorily. 

  Thank you

   

  Customer Answer

  Date: 09/08/2023

   
  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,
  
  *********************

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My wife (************************************* *****) placed order #***** on 6/14 with the company and followed up 07/14 (2) weeks after purchase which is when the item was supposed to be delivered according to the shipping information at checkout. I received a response from ************************************ apologizing and indicating that it should ship the following week. The following week (06/19) I followed up again and received information in the same email chain that due to delays my product was scheduled to ship on 07/02. The next day (06/20) I requested to cancel the order and provide a refund because the revised ship date did not align with my schedule. On 06/22 I received another updated ship date contrary to my request. On 06/26 I received a response that the order is being canceled and I was asked for a Zelle or paypal where they can provide a refund. On 06/27 I provided the Zelle information and received confirmation that the Zelle was acceptable. I never received the refund and followed up on 06/28, 06/29, 06/30, 07/10, 07/13.

• Initial Complaint

  Date:08/07/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 extra to get delivery faster, but haven't received notice of being shipped after the 5 days it was supposed to be delivered!

  Business Response

  Date: 08/07/2023

  Hello -

  This order was placed on July 29. A shipping label was created on August 1. It typically takes us 3 to 5 business days to process and ship an order not including weekends. The order was processed today, August 7th and will be shipping tomorrow the 8th. It is within our typical shipping timeframe. 

  We have received no email from this customer asking about their order so are a little confused why this was taken to BBB when their order is not late and is being processed and shipping. 

  We are happy to update this once the customer has received their order if needed. The order will ship priority so it will be to the customer by Thursday or Friday.

  Thanks

  E-Z Frames

  Customer Answer

  Date: 08/07/2023

   
  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,
  
  *******************************

  Customer Answer

  Date: 08/28/2023

  As of 8/28, I haven't received the package and was told that it was supposed to be delivered around the 23rd or so!! emailed them and have not heard any response.  What to do next??

• Initial Complaint

  Date:06/14/2023

  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.

  Order #***** confirmed Order summary 10X16 Standard Storage Shed Kit 1 With Floor Framing $242.00 Discount FLASH SALE!!!-$72.60 Subtotal $169.40 Shipping $10.00 Total $179.40 USD You saved $72.60 I have contacted this company several time. I have additional email to this company with a lack of response. Will be able to provide emails upon request. One is list below from the last *************************** E-Z Frame Structures All Last Email sent with no response as noted below. 6/9/23 Once again, I am emailing because there is no answer when I call. When will my kit be shipped? April 17th 2023 I ordered the kit. as of today, still nothing this is reaching the two-month ***** I have attached a copy of the shipping label that is from **** that was issued in May. This is my finial email. I will be contacting the BBB as of Monday and will request a full refund if I do not get what I paid for. This is 100% unacceptable. Service is not what I expected from your company. Your lack of response is understandable.I would like either a call today or some sort of a response from your company representative.

  Business Response

  Date: 07/18/2023

  Hello -

  This order was shipped and delivered July 17th. A signature was required for receipt. This customer has received their order. We considered this complaint resolved for the customer.

  Thank you

  E-Z *******************

• Initial Complaint

  Date:06/13/2023

  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.

  In April I ordered two structures but never received an order number, confirmation, or shipping information. On May 22nd I reached out for more info. Based on the shipping times, I ordered lumber so it would arrive on time and I wouldn't be holding on to it. That was all for naught.They gave me my order number and assured me my order would ship out in a week. 4 weeks later and I've received no shipping or tracking info. I reached out 2 more times with no response. I'd like the product but I'm growing impatient. This is no way to run a business and the lack of communication is horrible.

  Business Response

  Date: 08/07/2023

  Hello -

  This order is being processed and shipping this week. Orders are shipped via priority mail so it should be received by the end of the week.

  Thank you

  E-Z Frames

• Initial Complaint

  Date:06/13/2023

  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 ordered 17 brackets totaling $368 ($378 with shipping) on 5/21/23. I received an email on 5/30 that my shipment was on the way. The **** tracking code is still reading "Pre-Shipment Info Sent to ****, **** Awaiting Item May 30, 2023". I've attempted calls, emails, and online requests to this company over 5 times within the last 2 weeks, and not one returned email, or phone call from this company. Unfortunately, I didn't check this site before spending my money. Unfortunately, this delay has cost me more money than I spent because I'm delayed on an important work project and contractor's are awaiting this shipment. I'm unsure how this business is allowed to be in business with such a common complaint. I am looking into other legal avenues to pursue a valid solution to this common issue.

  Business Response

  Date: 07/18/2023

  Hello -

  Both order for this customer have been shipped. One was delivered to the customer on June 2nd and the second order is currently "out for delivery". Both orders were shipped to the customer. We apologize if the order does not work for the customer. They are welcome to return for a full refund. We wish issue a refund as soon as we receive their return.

  Thank you

  E-Z Frames

  Customer Answer

  Date: 09/05/2023

  I submitted a complaint 3 months ago regarding this company. You provided me with a response that you were also unsuccessful in reaching this company. Your response did not prompt a response from me; however, your next response stated that since you did not hear from me that you were closing this case... Well this issue is still unresolved. This company sent a part of my shipment and the other part is at the post office because I refused to pick it up because **** informed me that I owed additional money because shipment fees were not properly assessed by this company. I declined the package. The company sent me a return label to return the items. However, I only have part of the shipment and I don't want to be held responsible for items I do not have. I communicated this with the company 3 months ago, and have heard nothing. The same day they sent a return label, they asked me if I have zelle or paypal to refund my money. I informed them that I didn't use either and requested my funds to be placed on the card that I paid for the shipment. Again, I have not heard from this company in months. 

  Business Response

  Date: 09/08/2023

  Hello -

  This order was shipped out to the customer. A signature is required for receipt. The customer never claimed the order and it was returned, however it never made it back to us. We refund when we receive the return and will look in to why the order was not returned to us after it remained unclaimed by the customer, If the customer would still like their order, we would be happy to ship it out again, however they do need to claim it from the post office or have someone at the home sign for the package because a signature is required to receive. Please have the customer contact us directly if they would still like their order.

  Thanks

  E-Z Frames

• Initial Complaint

  Date:05/25/2023

  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.

  I placed an order for a 38 x60 EZ frame dog house on 4/13/23 . ORDER #***** I paid extra for expedited shipping (to be recieced in 3-5 days was the promise)The total was $94 It is now 5/25/23 and the company has not even delivered the package to *****I tried to contact by phone but was directed to send an email. I sent three. Finally heard back and the company stated it had been shipped however the tracking information says only pre shipment information has been provided to ***** No physical product Since I STILL have not recieved the product I purchased, I am now seeking reimbursement for the full product price and shipping. I have made this request to the company but have recieved no response.

  Business Response

  Date: 06/05/2023

  Hello -

  This order was shipped and delivered to the customer on May 30th. A signature to receive was signed by the customer. This order has been received by the customer.

  This issue has been resolved and the case can be closed.

  Thank you

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20103155
  
  I am rejecting this response because:

  The package has now been received this is true. However this purchase exchange has not gone smoothly and I paid for an expedited shipping agreement that was not even close to met. This is not what was agreed to and I want my shipping fully refunded. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/18/2023

  Hello -

  This order was shipped and delivered on May 30th.  A signature was required for receipt. This customer has received their order. We consider this complaint resolved for the customer.

  Thank you

  E-Z *******************

• Initial Complaint

  Date:05/22/2023

  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.

  I ordered a product from their website, and it's been almost 90 days and I still haven't received my product even though I've received assurances that the product would be shipped on a given date. I do have concerns that this business might be deceptive. I ordered the product on February 27th - Got notified of intent to mail.March 9th - Inquired about deliver stated "will ship this week"March 25th - Company stated it would be shipped at the end of the week.May 2nd - Company stated it would be shipped at the end of the week.May 19th - Requested refund, still waiting on a reply.

  Business Response

  Date: 05/28/2023

  Hello -

  Per the customer's request, both orders placed by the customer have been cancelled and both orders have been refunded per the customer's request. This complaint can be closed, this issue has been resolved. 

  Thank you 

  The E-Z Frame Team