Complaints

This profile includes complaints for Backyard Products's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Backyard Products

  Ann Arbor, MI 48104-2115

• 

  Backyard Products

  1000 Ternes Dr Monroe, MI 48162-5224

• 

  Backyard Products

  2648 Medina Rd Medina, OH 44256

• 

  Backyard Products LLC

  6619 Bayou Grande Blvd NE Saint Petersburg, FL 33702-4725

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:07/09/2025

  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.

  I purchased a swingset from ********** on 5/5/2025. It was set to be delivered on 6/18/25 but was not. When I called the company, the headquarters said they did not deliver because I did not confirm the date. I never received any communication (text, email, phone call, nothing). The only reason I knew about the date was because I called ********** to ask about my order and they said "it will be delivered via the assembly team on 6/18/25. Well, that did not happen. I called corporate, and they told me it was my fault because I never confirmed (again, never got any communication from them). For two weeks now I have been calling the office in ********* (that will actually be doing the install) and they have not picked up the phone a single time. Not once. I have no idea if my swingset is ever coming or if I should just get a refund from **********. Very disappointed in this company.

• Initial Complaint

  Date:07/02/2025

  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 ordered a very expensive yardistry pavilion from ******. The Pavilion originally came with "free installation" which is actually something I wanted to decline as I plan on using my own contractor to install the pavilion with modifications (electric, lighting, etc).Long story short - after countless calls with both ****** and Backyard Storage, waiving the free installation is something CANNOT BE DONE. As counter-intuitive as this may seem, this is supposedly because of some technical system limitation with product numbers. Something just seems off and I advise shoppers to avoid ****** purchases that are fulfilled using this supplier until they sort out their inability to fulfil orders together.Furthermore, the claim that the "free installation" cannot be waived on Backyard ***************** seems suspicious. I would imagine that Backyard Storage would love to waive installation because that would save them money as opposed to having to pay a subcontractor. It makes no sense whatsoever. I dont know why Backyard Products would hold the shipment thats already been paid for while this argument is taking place between ****** and Backyard Products.While ****** and ** are battling this fulfillment problem out, In the meantime I'm left without the product that I originally ordered with project deadlines fast approaching. I am loosing time and money for each day that goes by without a resolution. I just want the product to get shipped to me. Simple as that.....

• Initial Complaint

  Date:06/30/2025

  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.

  On June 16, 2025, I was scheduled to have a KidKraft playground set installed by Backyard Products. However, installers unexpectedly arrived on June 12 without prior notice. My husband and I were both working at the time, and no one was available to inspect the completed installation until later that evening.Upon inspection, I discovered the playground had been installed only about one foot from our backyard fence, despite both KidKraft and Backyard Products pre-installation guidelines clearly stating a required 6-foot safety clearance on all sides. This placement creates a potential hazard for my children, who are intended to use the playground.The following day, a representative from the local branch called to follow up on the installation. After reviewing uploaded photos, he acknowledged the installation did not meet safety standards and said a supervisor would contact me. It has now been over three weeks, and I have not received a single call from the branch or supervisor.Since then, I have made numerous phone calls (with voicemails) to Branch 58, and have corresponded via email with both ***** ******************************* Lead) and ***** *************************** who each confirmed theyve reached out to the branch and/or spoken with the supervisor on my behalf. Despite their efforts, no one from the branch has followed up, and I was ultimately told to keep calling.I am extremely disappointed and frustrated by the complete lack of accountability and communication from the local branch. It is unacceptable that, after multiple attempts over several weeksI still have not been contacted by anyone from the office responsible for the installation. This issue poses a real safety concern for my children and has also delayed additional backyard landscaping plans. I am urgently requesting a prompt resolution, including having a crew sent out to properly reposition the playground in accordance with the original safety guidelines.

• Initial Complaint

  Date:06/17/2025

  Type:Order 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.

  Date of transaction was April 18th 2025 with installation date of May 29th, 2025 shed to be installed on my property ****************************************** by Backyard Products . The product they used was through Lowes where I made the contract with the material used was defective with poor workmanship. The wood had numerous splits, shingles buckled, gaps in front of shed, facing not nailed down, aluminum weather stripping not cut evenly or sealed correctly. used my pavers to have shed sit on without my permission. Contractors covered my in ground PVC pipe which is my electrical outlet for my swimming pool filter. Material used has blue discoloration on inside of shed, looking at the back inside shed wood is bowing.

  Business Response

  Date: 06/29/2025

  I am sorry that you are having issues with the shed and the repairs. I am showing that we are trying to get someone out there to fix the issues for you. I will be reaching out to a manager for you and I will get someone to reach out. I am sorry for the issues and problems that you are having with the shed and the installation of the shed, 

  Customer Answer

  Date: 06/29/2025

   
  Complaint: 23480196
  
  I am rejecting this response because: I received a email on June 26th stating someone would be out that day know one called or showed up. I did however had a meeting with Lowes Field Manager and Backyard Products Manager she should him everything that was wrong, he left without a word. I want the shed either rebuilt or have someone remove off My property and a full refund.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair 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.

  I purchased a custom playhouse from just for fun playgrounds in ********** sc. they have installed products from this company, backyard products. I have the five foot green tube slide which is poor quality. This slide after a few months was literally falling off of the wood and a huge safety hazard to kids. This was replaced by just for fun playgrounds. This is still an issue. A new top, four weeks later is pulling off the wood again. This slide has cracks at almost every installed s**** The bolts being sent are not large enough, the bolt or nail head is too small in diameter nailing into the wood. When I have asked ****** about this, his reply is he uses the hardware supplied by the manufacturer. This slide is a high safety hazard. Im now waiting for my third slide. Your website advertises five year warranty, why didnt I get that. Just for fun gave me a one year playground warranty. Where are the documentation for my five year parts warranty? How can you send better hardware, with a new third slide to ensure its working. The fact that this comes off after weeks is a major lawsuit waiting to happen not to mention a childs safety is not something to ever risk! Id like to seek resolution please. Half of your bolts are rusting within months. Everything on this slide is cracking. Why is there no support bar below the turning area. There is support at bottom of slide but where to kid part? Its like the slide is too heavy to be held up. What do you recommend and how can you convey this to ****** at just for fun playgrounds in **********, **?

  Business Response

  Date: 06/27/2025

  We have spoke with upper management, and unfortunately I am not able to assist with getting this issue resolved because you didn't purchase the product from us and our installers did not put the structure together. You will need to take this up with the company that you purchased the playset from because unfortunately we aren't able to put in a replacement part order/repair for a 3rd party purchase

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23477682
  
  I am rejecting this response because: I have routinely asked to speak with company for even something as simple as guidance on determining what is causing these breaks in the slide. This has happened twice. The installer says manufacturer warranty on my invoice but then wont honor it and wont give me the paper with it. I have reached out asking how to find and fix the problem for your slide and you cant even have someone review pictures and offer guidance? 
  
  Sincerely,
  
  ******* Apollo

• Initial Complaint

  Date:05/13/2025

  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.

  March ******* I purchased a shed from ***** using this company as the installer, on May 8 the shed was supposed to be installed, I took the day off to be home with the install. I got a text on the 7th telling me that the date has changed due to a family emergency at the business, I then called Lowes Corporate who then called backyard products, Lowes Corporate called me to tell me that the cancellation was due to bad weather which was false, my new install date changed to 5-13-2025, then again to 5-20-2025. I was a complete refund due to the missed appointment. This agency is stating to me that I will be charged a restocking fee because of their no show... I believe this is very unprofessional to say the least. Please Help

  Business Response

  Date: 05/15/2025

  I am showing that we spoke with Lowes today and they advsied that the customer is wanting to cancel the order. So we went ahead and cancel the order for the customer. 

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23323015
  
  I am rejecting this response because: I haven't received any correspondence from this company, nor have I scene anything from Lowes either.... I don't wanna be charged a restocking fee for their mistake !!!
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/16/2025

  I am sorry that you are being charged a restocking fee when that is done with Lowes. I would recommend speaking with ***** about that restocking fee.  

• Initial Complaint

  Date:04/09/2025

  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.

  My husband and I ordered a shed through Lowes in the 1st week of March 2025. They had Backyard Products schedule a date to come build the shed. They changed the build date twice, and my husband had to change his work schedule to accommodate their times. When they built the shed and started to paint it, we realized the color of paint was incorrect. The painter agreed that the color was not right, and told us to purchase another can of the correct color, submit the receipt, and they would refund us in 10 days. Meanwhile, the paint job was rescheduled by Backyard Products 4 times! One of the times, the person said they would be there before 4 pm. At 4:10, they contacted my husband and said they were tied up on another job, but would come afterwards. He even said he had a light so he could do it even if it got dark out. He never showed up or contacted us. Another time, the person told us their vehicle was disabled the day of, and they wouldn't make it. The dates kept getting pushed out. We asked why they wouldn't finish our job before starting others, and why we had to wait due to their issues. The customer service *** was firm about not being able to help get it done faster. She did say they submitted our paint receipt and to expect a refund in 10 business days. We haven't received our money, and when I called to see where it was, that *** stated they waited to submit the receipt until AFTER they were finally able to complete the job. We submitted the receipt 3/18/25, and we're told to expect it around 4/23/25. Totally unacceptable and unprofessional on multiple levels. WE had to change our work schedules several times, only to be given the run around and having the date changed. No discount was offered, no apologies... nothing. We will NEVER give our business to Backyard Products again. Their customer service is awful and they will put your job behind others, even when it's due to their employees. ****** should find a better company to contract with.

  Business Response

  Date: 04/10/2025

  Good Afternoon,

  I apologize regarding your experience with your installation, but please keep in mind all of our dates are scheduled tentatively and may be rescheduled due to weather, vehicle issues, sickness or any other issues that may arise outside of our control. The local branch has submitted the request for reimbursement of your paint and you should be receiving a check in the mail. If you do not receive the check in the next 10 business days please give us a call at ************.

  Thank you,

  Kristina 

• Initial Complaint

  Date:01/09/2025

  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 with Backyard Products 59B ON 12/02/2024 my delivery was set for 12/27/2024 which it never happened, after I contact them i was told that it needed to be reschedule to 1/06/2024, On January 02/2025 I was contacted again with another Reschedule date due to a snow storm on January *******. January 01/09/2024 came and I called around 9am to ask if the installer was coming and I was told that yes someone should be coming to install my shed because I did not received an email and or notification confirming my install. I took the day off to wait for this company installer I also reached out and call them at 3:02pm but no one answer the call and its now 3:30PM and still no installer on site and no one has reached out to ,me with no updates. PLEASE BEWARE DO NOT PURCHASE OR DO BUSINESS WITH THIS COMPANY!!! POOR CUSTOMER SERVICE !!!

  Business Response

  Date: 01/10/2025

  I am sorry to hear that you are having issues with getting the installation of the shed, I am showing that we did reach out to our local office who is trying to get a hold of the builder right now for you. Our local office did advsied that once they hear back from the builder they are going to be reaching out to you to advise all the updates. Once again I am sorry to hear that you are having issues with getting the shed installed. 

• Initial Complaint

  Date:01/04/2025

  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.

  They installed a shed VERY improperly. We paid extra for a custom paint color. It was uneven, scratched, and the trim was sloppy. They also installed support beams crooked. I have called many times. They refuse to fix it and tell me its fine and to paint it myself.

  Business Response

  Date: 01/06/2025

  Local office has been in contact with customer, on January 3rd they offer a reimbursement and they also offer to come back and do the touch up during the spring, due to not able to paint right now. 

  Customer Answer

  Date: 01/12/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [They offered me $50 off and told me to fix the issue myself. I am not acceptable to that so, no, I did not respond to them after multiple requests to do something different than that.]
  
  Regards,
  
  ******* *********

  Business Response

  Date: 01/15/2025

  Unfortunately we are not able to come out until the spring due to the weather. That is why our local office offer the $50.00 as the second option. 

  Customer Answer

  Date: 01/15/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [Company is refusing to acknowledge that there are more issues than an uneven paint job. Not only was the paint uneven, trim paint was haphazardly placed all over metal parts and out of the lines and on top of that the supports placed underneath are crooked and Im being told that is fine. For their paint job, I paid hundreds so $50 doesnt even cover the problem anyway.]
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:10/01/2024

  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 had purchased a swing set in April for our sons birthday in May. The swing set was supposed to be set up in early June, it was postponed to a month later in July, they did not show up on the date given and had to call them, only for them to give us a new date. The set up date later in July came and they set up the swing set incorrectly. Since then I have tried multiple times to send photos and call the company that set up and have not received any emails or phone calls back on fixing the issues. The swing set itself looks crooked and has some issues with things falling off.

  Business Response

  Date: 10/02/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with the purchase and installation of your swing set.We regret that this date was postponed to July and that our team did not show up as promised, requiring you to contact us for a new date. Furthermore, we apologize for the incorrect setup of the swing set and the lack of response to your subsequent attempts to reach us.Please contact us at ************ to arrange a suitable time for the inspection. We appreciate your patience and understanding and are dedicated to making this right.