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:04/19/2023

  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 ordered a small EZ frame kit ( Order # ****) the last week of February 2023. My Card was debited $120.70 on 2/23/23 and received a **** tracking number on 2/27/23. After two weeks of no shipment I contacted EZ Frame who said the order would be shipped hopefully by the end of that week. I again contacted EZ Frame last week saying their web site promised shipment of all orders the week prior and wanted status of mine. They promised shipment by 4/17/23. Again the **** tracking number, as of today, still says they are awaiting the product. The company personnel are very nice but that is not helping ship an order I purposely placed in the Winter for a Spring project. Their web site never mentioned shipping delays nor months waiting times.

  Customer Answer

  Date: 05/01/2023

   Please be advised I just received the delivery in question regarding complaint # ********.

  Thank you.

   

  Sincerely, ***********************

• Initial Complaint

  Date:04/16/2023

  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.

  Never refunded my purchase after I received an email from them staining it was. I have called, email, and reached out on social media. They may respond, infrequently, but still no refund to my bank!

  Business Response

  Date: 05/11/2023

  Hello -

  This order was cancelled 3 days after it was placed because the customer was upset that it had not arrived yet when it was on a Sunday and they could not understand why it had not arrived by that following Wednesday. We are located in ***** and they are located in **********. Even if we had been able to process it same day (ie Sunday which is a non shipping day) and shipped it out that day, it would not have arrived to ********** via priority shipping. It does take us 3 to 5  days to process and ship an order and we typically ship priority so it is about 2 to 3 days shipping depending on where you are located, but there is no way we could have gotten it there in time. Only Amazon has that type of turn around time - IF they have it already in one of their fulfillment warehouses. 

  We have tried to refund this more than once since then to their card, but the refund was unsuccessful giving us an error message. This is typically because the card number or other information like exp date *** have changed since the order was placed. If the customer would like to reach out to us with a Paypal account information, we would be happy to refund them that way as that would be our only other option. As soon as we get that, we can process the refund.

  Thank you

  E-Z Frames

  Customer Answer

  Date: 05/19/2023

  The company is lying yet again, the order was canceled because there was no indication on the website at that time that there was a supply chain issue and it would not arrive for 3 to 4 weeks. It wasn't until after we ordered that we received an email that there was a supply chain issue for 3 to 4 weeks. Please see the correspondence below where she is tell me on Apr 17, ************************************************************************ refund because of how old it is. She asked for a pay pal account and I gave it to her.  ************** They still have sent no refund.
  
  Below that you will see a coraspondence between two representatives of the company going back-and-forth, "Don't even answer these guys!!!! Already cancelled it!!!" 
  and the other 
   
  "So this is the #**** one where you told me NOt to answer them and to cancel it. and you were mad at them. So now WHY are we shipping it anyway?"

  Business Response

  Date: 07/11/2023

  Hello -

  This order was cancelled about 3 days after it was placed because customer said it had not arrived on time. However, the order was placed going in to the weekend and shipping was going from ***** to an address in **. There was no way for ** to be able to get it to the customer in that time **********************. 

  There has since been communication with the customer - the order was cancelled and refunded and the issue resolved amicably. This complaint is now resolved and can be closed.

  Thank you

  E-Z Frames

  Customer Answer

  Date: 07/19/2023

   
  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. The vendor has paid my invoice to the via PayPal on 6/13/2023, restoring the fund to my account. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/10/2023

  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.

  3/12/23 purchases shed kit online. Sent numerous emails to find out status of order. Was told would be shipping out the next week. Etc. Got empty **** shipping label that never moved. Requested order to be cancelled. Was done 4/4 . Refund never received. Asking for refund to be expedited and thus business to be held accountable. I also sent several emails asking about refund status. No response rcvd.

  Business Response

  Date: 05/11/2023

  Hello -

  This order was cancelled per the customer's request. A full refund has been issued to the customer. No further action is necessary.

  Thank you

  E-Z Frames

• Initial Complaint

  Date:03/30/2023

  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.

  Ordered 8x10 Greenhouse kit, Two 2'x2' Windows and 6 8' trusses on November 2, 2022. Received confirmation of the order including Order #****m,** on November 8, 2022 along with a **** tracking #******************************. On November *************************************************************************** the next batch to be processed and would be shipped in the next week. Realized in January I still hadn't received anything. Checked the tracking number to discover the shipment was created but never actually shipped. Emailed customer service via the company website ************************************** twice for updates during the end of January and the beginning of February and was advised they were delayed and the order would ship in 2 weeks.... then one week respectively. Per the company website they had experienced supply chain issues however those were resolved. Emailed again last week on March ************************************************* a full refund and have yet to receive any response.

  Business Response

  Date: 05/11/2023

  Hello-

  This order has already been shipped and delivered to the customer on April 15th. No other action is necessary.

  Thank you

  E-Z Frames

• Initial Complaint

  Date:03/29/2023

  Type:Customer Service 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 an EZ Frame kit in August of 22. I did not receive any emails regarding tracking or the status of my order. I still have not received my order. I got no responses to my several emails and calls. I just want to build a green house. I am nearly convinced the whole business is a hoax.

  Business Response

  Date: 08/07/2023

  Hello -
  This order is being processed and shipping tomorrow. All orders are shipped priority so you will have this order by the end of the week.
  Thank you for your patience in the delay of shipping your order.
  E-Z Frames

  Customer Answer

  Date: 08/17/2023

  I placed my order 8/30/22. Since I have emailed, called, left ******** messages, and emailed some more. I have gotten multiple replies promising priority shipping, two day shipping, or assurance of shipment asap. I feel like I got scammed. It will be 1 year at the end of this month since I placed my order. Very disappointed.

  Customer Answer

  Date: 08/17/2023

  Filled out my second complaint this morning about EZ Frame Structures. And I literally just got my order delivered. No paperwork or packing list so I am not sure if it is complete. But wow I honestly didn't think it would ever come. I genuinely had given up and was intended on just being an annoyance. So it took just short of a year, but my issue has been resolved.

• Initial Complaint

  Date:03/22/2023

  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.

  On 3/1/2023: purchased a 10x20 DIY chicken coop kit brackets & an extra double door framing brackets .my confirmation # 1ZYYM3HFY.ON 3/4/2023: Money was withdrawn from my bank accout for the total of the online order of $357.65 I called and lvmm 's twice with no response between the 3/4 date up to the 3/21 email.3/21: I emailed the company @ their gmail address & still no response in 26 hrs.3/22: I called the 833phone # and went to all 3 prompts and they all say to leave a message or for faster response to email them. I didnt leave any msg as their boxes say "full"Looked on the internet & located their 208 area code # and when I called it I was hopeful @ first as it was a different recording, however that vm also ended by saying to send an email for faster response & then said that voicemail was full as well. I am needing the coop so it can be built , I have the animals already and no place for them to go at this time.I only want what I paid for : 10 x 20 DIY chicken coop brackets & extra double door framing brackets.This is extremely poor service for a business who is quick to take money from consumers but then dont get items shipped.

  Business Response

  Date: 07/27/2023

  This order has been shipped and delivered to the customer. The customer has received their order so we consider this complaint closed satisfactory. Thank you E-Z Frames

  Customer Answer

  Date: 08/04/2023

  It took 5+ months , numerous email correspondence with the company and many many frustrations but I have received my order now. 

  Thank You,

  **************

• Initial Complaint

  Date:02/06/2023

  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.

  On 12/1 I purchased a shed kit from E Z Frames and structures with an estimated shipping time of 5-8 days. On 12/23 I reached out looking for an update. On 12/28 I received a reply back saying that they were off until the next week but my order is line to ship. On 1/4, 1/6, 1/9, 1/13 and 1/23 I reached out asking for an update or a refund and received no reply until 1/25 which stated my order is being processed and shipping this week still as of today 02/06 my order has still not shipped.Not sure if this a full on scam or just a really poorly run business. At this point I am hoping for a refund or immediate shipment.

  Business Response

  Date: 02/26/2023

  Hello -

  Per tracking information usps 420958339305510944101859640509 - this order has already been delivered to the customer. It was delivered on January 24th. 

  Please close this complaint case, this complaint is no longer valid.

  Thank you and have a great day!

  E-Z Frames

  Customer Answer

  Date: 03/07/2023

   I received a notification that E Z frames had responded that I already received the product back in January which is false information. As of today 3/5 I have still not received my order- 4 months after the original order was placed. In an effort to deceive you they did provided a tracking order confirming that someone in ********** did receive their order back in January, unfortunately I live in ********* ****** and have a different tracking order. I would like to ensure that this case is further escalated.
  
  Thanks,
  ********************;
  

  
  

  Business Response

  Date: 03/11/2023

  Hello -

  Yes we apologize that does appear to be an incorrect tracking number and was most likely just copy and pasted incorrectly on here from a previous order. It was not intended to "deceive" anyone, was merely a human error and mis- copied.

  Regardless the CORRECT tracking number is **** # 420970089305510944101728535424 . Per THIS tracking number, the order HAS been delivered to the customer on March 6th.

  We apologize for the confusion on the previous information. 

  This case has been resolved and can be closed.

  Thank you

  E-Z Frames

• Initial Complaint

  Date:01/27/2023

  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.

  October 04, 2022 I placed an order with E-Z Frame Structures from their website (www.ezframestructures.com) for $260.00. I received a confirmation email at **** on the same date, with an "order #**** confirmed" notation (attached).10/11/22 I emailed ******************************** when the order would be shipped, as the ordered items were needed by "the end of the month". Reply on 10/16/22 at ****, with the sender replying in part- "we are working on getting all delayed orders out in this coming week."On 10/24/22 another email was sent about the order, as the items were needed by the end of October.On 10/26/22 an email was sent at ****, as the ordered items were urgently needed. I received a reply at **** from the company email, stating "Let me check, but I think we can do that." After multiple unanswered phone calls, another email was sent on 10/28/2022, inquiring if the order had been sent, and requesting a full refund if not.On 11/09/2022 another email was sent, again inquiring about the order status, and requesting a full refund.I received an email reply on 11/11/2022 stating "Your order has been processed and is shipping on Monday for you". A follow up email was sent requesting a full refund, with a reply from ***** at E-Z Frames sent 11/12/22 stating "I will forward this to the office team so they can cancel this for you".Emails sent 11/21/22 & 11/25/22 requesting refund.Email received 11/26/22 stating "Your order has been cancelled per your request". A follow-up email was sent on 11/27/22 asking about the refund, with a reply from ***** on 11/27/22 stating "It has already been refunded".On 11/30/22 email sent advising no refund was noted in my account, with a follow-up email sent 12/02/22. The last email reply was sent on 12/03/22 with ***** wanting my Paypal information for a refund. Information was provided, but no responses have been received for emails sent 12/03/22, 12/06/22, 12/11/22, 12/20/22, and 01/02/2023, multiple phone calls and messages.

  Business Response

  Date: 02/26/2023

  Hello -

  We are unable to open any of the attachments to this complaint filed and are unable to respond to it because we do not know who the customer is or order number and if this order has shipped or not. Please have the customer respond with their contact info and order number so we can help them without using attachments.

  Thank you

  E-Z Frames

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18938565
  
  I am rejecting this response because:

  The original complaint, filed on January 27, 2023, included the invoice number produced by the ***Frame Structures company, specifically "#****", along with specific dates of the order- "October 04, 2022", and a confirmation email submitted to my email ************************** by the company's email- ********************************* with a specific time noted as "****" hours. The initial complaint included detailed, specific information that the business should have been able to access, since all the emailed correspondence was on one email thread. It ought not be that difficult to access the invoice, or the attachments listed. Further, in the initial complaint, listed the total cost of the items as "$260.00", which should help the reader to track down the information. This denial of being able to access the attached documents seems like a distraction to deny a refund. I look forward to a speedy resolution to this matter, and a full refund, as noted in the intital complaint, and innumerable email communications.

  
  Sincerely,
  
  *****************

  Business Response

  Date: 05/11/2023

  Hello -

  We have attempted multiple times to process a refund for this customer - please see attached history. Typically this fails if the card number or any information changed since the order was placed. We are more than happy to process a refund through Paypal and just need the account information provided so we can do that for the customer. As soon as we have it we will process the refund.

  Thank you

  E-Z Frames

• Initial Complaint

  Date:01/11/2023

  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 placed an order for an 8x8' Playhouse Frame Kit on June 5, 2022 in the amount of $151.20. I have emailed and called multiple times, only sporadically getting a response that my order is "set to ship out soon." The latest correspondence assured me that I would be getting the product as well as a full refund. That was on Dec. 29, 2022. Since then, no refund, no shipment. Also, I can no longer get anyone to respond to my messages. I'm done chasing this order.

  Business Response

  Date: 02/26/2023

  Hello -

  It looks like this order was shipped and delivered on January 23rd. We have been in communication with the customer. However, it is looking like this is past our cut off to issue a refund for the delay. A refund was promised along with a free playhouse kit. the kit was delivered, but the refund not issued - it looks like it failed. This happens when it is past a cut off for that. 

  We can however, issue the refund other ways such as through Paypal or Zelle etc. We just need the customer to reach back out to us and arrange another way to receive their refund and we can go ahead and get that processed.

  Thank you

  E-Z Frames

  Customer Answer

  Date: 02/26/2023

   
  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.  They can send a refund check to the shipping address they have on file from the order.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/29/2022

  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.

  We placed an order for a frame kit that cost approximately $295 back in June 2022. At the time, their website reported a 6 - 10 days shipping time frame. As of December 2022, we still have not received our order. Weve tried reaching out and have not heard back from a live person. However, every time we filed a complaint on their website, we would receive an email from them showing progress in our order. On November 8th, we received notice that a **** tracking number had been generated and was to be picked upon November 9th, where it has remained since then. Now their website has been taken down. This company is a complete scam.

  Business Response

  Date: 08/07/2023

  Hello -
  This order is being processed and shipping tomorrow. All orders are shipped priority so you will have this order by the end of the week.
  Thank you for your patience in the delay of shipping your order.
  E-Z Frames