ComplaintsforBackyard Discovery

• Initial Complaint

  12/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Purchased a swing set from Backyard Discovery and it was supposed to be built by ***********. They scheduled us for Tuesday, December 12, 2023 and never showed up. We had to call them to find out they weren't coming. They then rescheduled us for the next day. Again, nobody showed up. I called and a woman told me she would schedule with another technician and confirm. She asked which days I was available and made it sound like she could get it done and would callback to confirm. Nobody called me back. I called back again and the man who was in charge of our build outright lied to me telling me he had called me and left me messages. I do not have a single received call from the company and no voicemails. I confronted him on his lies and asked to speak to someone else. He told me he would transfer me and instead just put me on hold for 30 minutes. I called Backyard Discovery, who was slightly more helpful, and told me they would have ***** **** (unsure of spelling) contact me. She did and assured me she would have a resolution by the next day. I told her if there was no resolution I wanted a full refund and for the item to be picked The next day nobody called me, which did not surprise me. When I called and asked for ***** **** I was told she was not available. I asked to speak with someone else and got put on with someone named ****. I explained all of the issues we had and he put me on hold while he called the technician. He got back on and told me he left a voicemail and would have for them to call back. I told him to cancel the order and have it picked up. He said he would have it cancelled, but they did not give me a lot of confidence. I am sure that I will have no resolution from this company. They are filled with liars and poor customer support.

  

  Business response

  12/15/2023

  On 12/13/23 Backyard Discovery was contacted by Mr. **** **. with complaint about the Third-Party Assembly company ** *********.  Backyard Discovery immediately contacted a supervisor with ** ********* to relay the complaint and ask for resolution.  ** ********* Supervisor contacted Backyard Discovery later that day stating they spoke with Mr. **** *** about the complaint.  One 12/15/23 Backyard Discovery received a request to have product picked up and removed. Backyard Discovery immediately contacted ** ********* to pick up and remove the product as well as Backyard Discovery submitted a full refund to accounting to be paid out upon product being removed from property.  Backyard Discovery received permission to have the product removed, even if customer was not at the location when ** ********* arrives to collect the product.  Backyard Discovery was notified on 12/15/23 confirming pick update on 12/16/23 8am-12pm window, and they would get there sooner if possible.  Once product is removed the full refund will be processed to Mr. **** ***  

  Customer response

  12/22/2023

    ********** ********
  I am rejecting this response because: I still have yet to receive a refund. I have asked several times now after being promised a refund in full. Next step is to handle with our credit card company. 
  
  Sincerely,
  
  ******

  

  Business response

  12/26/2023

  Refunded $2349.00 + $164.43 tax = $2513.43. 12/26/23.

  Customer response

  12/27/2023

   
  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.
  

  Please note, it does not change the fact that I believe this business has very poor customer service. I had to threaten them with a chargeback to even receive a refund. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid Backyard Discovery over $2,300 for a backyard playset (order#*****) which was installed with several cracked pieces of wood all over the playset. The assembly team took photos of the damage and blamed backyard discovery for shipping flawed playsets. Backyard discovery was notified and promised several times someone would be in touch with me to have the broken pieces replaced. The company exchanged a few emails giving me the run around, and finally stopped responding at all. This feels like a bait and switch outfit. Their customer service is non-existent once they get your money.

  

  Business response

  08/11/2023

  Backyard Discovery Customer Advocate Manager has been made aware of this concern and is working one on one with Go Configure Management to get the product repaired quickly. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a Backyard Discovery swingset on April 17, 2023 with assembly included, which added $*** to the price. I’ve since learned that Backyard Discovery is in the same corporate family with overlapping ownership as the company it exclusively uses for installation, called ** *********. The swingset was delivered on April 22, and we took down our existing swingset after being told installation of the new swingset would occur within 10 days. After hearing nothing further, I began regularly calling ** ********* to request an installation date. I called dozens of times. Each time they would claim to escalate the matter and reassign to another technician, then later said it was going to the bottom of the new technician’s list. I repeatedly expressed my concern that ** ********* was never planning to assemble the swingset. On May 17, ** ********* scheduled assembly for June 10. When I did not hear from the technician on June 10, I called ** *********, which stated their technician was now unavailable and I would have to wait for a new unknown date. I contacted Backyard Discovery, which claimed they had no control over ** ********* and initially denied having common ownership. I asked Backyard Discovery to simply make arrangements with a different installation company, but they refuse to work with any installers aside from their related sister company. * *** *** **** ** ********* *** **** ******* *** ********** ******* *** We would never have purchased this swingset if Backyard Discovery had been honest that assembly was unavailable, and we would not have taken down our existing swingset. It appears the business model here is to induce consumers to purchase a swingset by offering assembly, and then never providing assembly and instead causing so much frustration that the consumer ultimately gives up, that way Backyard Discovery retains the purchase price of the swingset without providing the promised installation.

  

  Business response

  06/12/2023

  Backyard Discovery managers are working with ** ********* Manager to resolve this challenge for our Customer.  

  Customer response

  06/14/2023

  
  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,
  
  Suzanna ****************

• Initial Complaint

  04/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order ***** We purchased the ********* gazebo from backyard discovery in November 2022, and paid for installation. We paid $**** which included a $*** installation charge. The gazebo arrived in a timely manner and we were contacted by *********** to schedule an installation date, approx 2 weeks later. The date came and we were notified that morning that it would be cancelled due to cold temps. Within a few days we were contacted and given a new installation date, which was once again cancelled the day of. At this time installation was put on hold for 3 months because it was now December. By March we had not been contacted with a new installation date, despite the mild winter and temps in our area. We were given another installation date, April 12. A few days prior to that day, we were once again contacted and told there was an issue with the technician and they would have to cancel. We were told they would contact us with a new date. After a week of no contact, we called ********** and were once again given new date, April 28. On April 26, cancelled once again with the reason being that technician was no longer with them. Each time, we are told by *********** that they will need to contact a technician to schedule a date and get back to us. About a week goes by with no contact, at which point we call them and then are given a date approximately 2 weeks out. We are still waiting for our latest reschedule date. At this point the boxes have been sitting outside all winter. Despite covering them with a tarp, there was water damage to the boxes, so we aren’t confident in the condition of the product. We would like a refund, or a replacement and installation.

  

  Business response

  05/23/2023

  Backyard Discovery did not receive complaint, due to computer server issue, until 5/23/23.  I'm sorry that Mr. ********* had a difficult time with our third party assembly company.  Customer was refunded for the assembly that he was unable to be provided on 5/8/23.  

• Initial Complaint

  04/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We bought a swing set from Backyard Discovery back in February, and paid for professional installation services. Their website promises assembly within 10 days. Two and half months later, we're still waiting for the installation to be scheduled. I have been calling their professional installation company every week, still nothing! All I ever get from them is "we are working on it - the scheduler says he is going to call you". However this never happens for more than two months. Date of purchase: 2/14/2023

  

  Business response

  05/23/2023

  We apologize for not responding sooner. Due to computer server issues we did not receive complaint until 5/23/23.  The project is now completed by the third party assembly company. We regret this assembly took so long and is not what we expect for our customers. 

• Initial Complaint

  03/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  paid them for optional professional assembly. their website promises assembly within 10 days. unfortunately it just sits in boxes in my driveway. I cannot get their alleged "professional" assemblers to commit to any date to assemble it. This after I paid their fee. All I ever get from them is "we are working on it - the scheduler says he is going to call you". However this never happens.

  Customer response

  04/08/2023

  They finally completed the install.   Thanks to your help.  You can close this as satisfactory outcome.  Thanks you 

   

• Initial Complaint

  02/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I order a 12x10 assembled ********* Gazebo on July 20, 2022. I chose Backyard Discovery over a competitor because it offered assembly through its partnership with ***********. The *********** website states "On-time, fast, flexible assembly services. It's what you want. We partner with you to arrange for professional installation teams to do the heavy lifting, so that you can buy and enjoy your products with speed and ease" I have not found that to be the case. After 7 months and 12 appointments, my Gazebo is not complete. There was no team, only one technician, who seemed to be sick, or a no show any time there wasn't rain predicted. I contacted Backyard Discovery in November 2022 for assistance and to request a partial return of my purchase price. Becky **** response was "that our policy states that we cannot offer compensation until all repairs are completed and the Gazebo has been repaired to manufacturers specifications". Current Status: E1 Outside Rafter(Part ********) was damaged during installation, Replacement Rafter has not been sent. Angle Brace defective, new part sent but not installed. Because the sheathing boards, roof, roof ridge cap and edging are all attached to the outside rafter, to replace the Outside rafter would require disassembly of the entire roof and could possibly damage additional parts. A local carpenter has suggested that the outside rafter be scissored with an additional rafter and for appearance sake, he would do this on both sides. He would perform this work for $****** if he were supplied with two outside rafters. Requested Action I am requesting that Backyard Discovery credit me a total of $**** for the Gazebo. $*** paid for installation, $*** for difference in sale price occurring during the installation, and $*** to pay a local carpenter to make the repair. Additionally, I am requesting that Backyard Discovery supply the necessary parts to make the repair, specifically two E1 Outside Rafter(Part ********)

  

  Business response

  02/23/2023

  Backyard Discovery will get with the third party assembly company ** *********. Customer will be contacted.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased the 14x10 pergola online from the website directly. I followed the directions exact. The last step was to anchor 4 plastic bases into concrete and then slip the posts inside of the base. Once inside the bases, the posts would be drilled into the plastic base for further stability. The posts did not fit in the base and could not be secured. After many emails back and forth, Backyard discovery claimed it may have been the weather, which was incorrect. After a few phone calls, I learned this was most likely an issue from the facility with the wood. Backyard discovery then recommended I use bases from another pergola style to "fix" the issue. This did not work as these bases were not designed for this pergola and would not properly secure it. I had to dig through the manual and send them pictures showing how it was not suitable. I felt they just wanted to fix the issue as cheaply/easily as possible at my expense of time. After more communication, they attempted to get me to completely disassemble the pergola and re-assemble it. I had already spent 10-hours in prep work (sealing) and construction time alone. I refused as this issue is a factory defect and should not be my responsibility. The issue was a safety concern (improper securing/stabilization). I was allowed to field quotes for a contractor (on my own time) and that the posts would be shipped to me. As of today's writing, the posts were not shipped (5-days after I was told they were), and the pergola has been sitting for over 2 weeks since the communication started. Had items been shipped overnight as opposed to ground, I could have diagnosed much sooner that the parts sent from other pergola assemblies would not work. In their defense, the did refund me $*** off the purchase price, but I am no closer today to completion than 2 weeks ago. I am willing to modify the bases myself to make this work, but only if I receive an adjustment to the cost due to all the issues and time I have spent.

  

  Business response

  01/02/2023

  Business Response /* (1000, 5, 2022/11/30) */ Backyard Discovery is working with customer to resolve concerns. Parts have been sent and a technician assigned to work on product. Customer wants option left to his discretion on what parts are used and what repairs are done. Current repairs are scheduled for mid-December. Consumer Response /* (3000, 12, 2022/12/23) */ The work Backyard Discovery said will be completed has not occurred. They set up a company that made me wait 3 weeks and cancelled on the day of the appointment. No work has been completed. I filed a previous complaint regarding issues with my Pergola and Backyard Discovery. After many emails and calls back/forth with the company, they finally relented and agreed to have a contractor fix everything that was wrong with their product. They set me up with a third-party company and the previous BBB complaint was closed. They never touched base or contacted me to see how the process was going. Fast forward a month, and the company they hired cancelled the date I had scheduled for 3 weeks to fix the issue on the morning they were supposed to work. I tried multiple times to get an earlier date with the company Backyard Discovery uses, with no luck. The pergola has been standing unsecured for well over a month and Backyard Discovery seems as though they just want to "punt" the issue away. This complaint should stay active until they resolve it fully or some sort of an agreement is made. Business Response /* (4000, 14, 2022/12/29) */ A manager from our 3rd party contract assembly company, ************, has been in direct contact with Mr. ****** to see if they could secure an earlier date for the technician to arrive. However, due to high demand, was unable to secure an earlier date with their contracted technician. Backyard Discovery managers are working with ************ on this case to reach a resolve that is best for our customer. Consumer Response /* (2000, 16, 2022/12/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Backyard Discovery has helped me resolve this issue.

• Initial Complaint

  11/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  No November 21, 2022 I got an email for a transaction through ******* for playhouse. The total of this transaction was $******. I did NOT place or authorize this transaction. I IMMEDIATELY, and I mean within seconds went in and canceled the order AND contacted the seller, Backyard Discovery to ensure that this order would be canceled because I did not place it. I got an email response the very same day just a little while later and was told they would get it canceled. I looked today, November 22 and the order still was not canceled so I reached out again. The person that emailed me back tries to tell me that the order had already shipped and it can not be canceled or refunded until they get it back. I can NOT afford to ship this back and the money taken from me for this order that I did not authorize was my family's thanksgiving money!!!!!! The order does NOT say shipped nor can they provide tracking info, they are refusing to cancel and refund me and I NEED MY MONEY BACK FOR MY FAMILY!!! Very ************** with short snarky replies back to me and absolutely no details. SHAME ON THIS COMPANY!!!! Give me money back I DO NOT WANT THIS PRODUCT AND I DID NOT AUTHORIZE THIS TRANSACTION!!!!!! I will NEVER do business with these people EVER! Do not buy here, you will regret it. *********** people. *********************************************************************************

  

  Business response

  12/28/2022

  Business Response /* (1000, 5, 2022/11/28) */ Customer was never charged for this product, therefore refund was not needed. Order was cancelled on 11/22/22.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a gazebo *************** on April 9, 2022and it was finally delivered the first part of May. ***** recommended a company called *********** to assembly it. I paid that company to install it, a tech. showed up on the 27th of May and strated assembly but after about 2 hours he informed me that one of the delivery people must have stepped on the metal roof cap and he couldn't proceed. He ordered the part that was delivered about a week, *********** schedeled the tech for June 30, 2922 and he assembled some more of the gazebo and he discovered a board was missing, again he ordered a replacement which arrived in about a week. It is now August 9th and the tech has been cancelled once because it was "TO HOT" and three times because there may be a chance of a thunderstorm in the are which never happened on those days in my area.

  

  Business response

  09/13/2022

  Business Response /* (1000, 5, 2022/08/11) */ Backyard Discovery is in communication with ************ Management to push the date of assembly as Mr. ****** has been waiting longer than we hope for a customer to wait for assembly. ************ weather policy for their contract techs is as follows: Rain: is to consider the reschedule weather related if there is a greater than 40% chance of rain during the build window. We check this online before making the rescheduling call to the customer. If we can't find these types of rain chances, we involve field management to encourage the tech to attempt the order. Heat: We do not have a threshold set for heat related weather reschedules but we do check online and verify that excessive heat warnings exist at each location before making the call to reschedule. Consumer Response /* (3000, 7, 2022/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Gazebo was finally completed August 13th. I would never use ************ again and would never recommend them. Once they have your money they could care less about your project. I purchased the Gazebo April 9th and it wasn't completed until August 8th. And that was only due to filing a complaint wthe the 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. ↩