Complaints

This profile includes complaints for International E-Z Up, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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International E-Z Up, Inc. has 2 locations, listed below.

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  International E-Z Up, Inc.

  1900 2nd St Norco, CA 92860-2803

• 

  International E-Z Up, Inc.

  26525 Jefferson Ave Murrieta, CA 92562-9521

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:05/25/2025

  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.

  The ***************************** Catholic charity organization purchased a 10X20 Carnival Style tent and it collapsed during our annual carnival on the first time we used it. We then were told to purchase another one and the second one we purchased also collapsed trapping members under it. We requested a warranty replacement and are getting grief because we onlybuse it once a year for 4 days. We always follow all setup instructions and there is no good reason why two tents collapsed on us. We are being treated very rudely by customer support via email and being refused to get in contact with corporate to discuss the matter.

• Initial Complaint

  Date:08/14/2023

  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.

  I placed an online order on 8/6/23 through the **Z UP website for a Patriot ON**UP Non-Vented Canopy (SKU PTSWH10, Order Number ECM300354205). The company website listed this canopy as coming with a roller bag accessory. The order arrived on 8/11/23 and my husband and I unboxed it on 8/13/23 to try it out before our schedule vacation. The first thing we noticed is that the canopy frame was dirty and had paint chipping off of it. The second thing we noticed was the roller bag was ripped and LITERALLY MISSING WHEELS. The box also arrived damaged and looking like someone had opened it and retaped it closed. The items all appeared used and it seemed likely to my husband and me that the items had been returned to the company and then shipped to us without proper inspection. I placed two phone calls to **Z Up customer service on 8/14/23 and spoke to two different customer representatives. The first representative was rude and asked to send proof via pictures to her email, which I did immediately with the representative still on the phone. I was then placed on hold for a good length of time and then needed to end the call due to work obligations. I called again later the same day and was told by the second representative that all they can do is send a replacement roller bag since the canopy frame is not technically damaged. I was told that if I wanted to start a return, they might not accept it because there is damage and that they'd need "manager approval" to accept the return and issue a refund. I asked for a time frame for when the return approval might occur and they could not supply one, so now I am simply waiting for someone to approve a return for damaged items that they sent. This company advertises a 100% satisfaction guarantee and promised excellent customer service if something is not right, which is why I did not mind paying higher prices for this item. However, I feel that this company engages in a bait and switch in which they lure customers into a false sense of security, take their hundreds of dollars, then stick people with used, defective items. I am now out over $200 for this order without resolution of either getting new, unused items or getting a refund. I was interested in the company simply sending a new, unused order to me, but now I just want a refund given their poor customer service.

• Initial Complaint

  Date:08/15/2022

  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 5/22/22 I ordered the Patriot One-Up vented shelter, order ECM 300 249 453, for $165.56. I opened it on 6/15/22 to practice setting it up. It would not go up; seems that the top piece is too small to fit as instructed. I called customer service on June 15 and spoke with ******* at x3009. After explaining the situation, he told me they can send me a video showing the setup. If that didn't work, he said they could exchange the shelter. No response. I left messages for ******* on 6/20 and 6/27 with no response. After posting a negative review I was told someone would be reaching out to me. No response. I again left messages with customer service requesting a call back on 7/6 and 7/22. No response. I asked for a postage-paid box to return the shelter and for a refund. No response. I cannot use the shelter without the top piece. I would appreciate your help in getting a box to return the shelter and getting a refund. Thank you. ******** ******