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:12/23/2022

  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.

  I paid $741 dollars through fingerhut for a 10x20 portable shelter. The first minor windstorm flipped it over and tore the metal poles used to build it.these were winds less than 25mph. The company replaced the unit. The next windstorm had wins over 40 mph and even though I added cement blocks to 2 of the corners it was flipped over again. The manual states that we should remove the cover if expecting windy conditions. How does that protect your property if the winds are part of a hurricane with torrential rainfall? This is cheap garbage and this company should not be able to scam the buyer in such a fashion. The wind warnings are in the owners manual which you don't get until after your purchase. I demand a full refund

  

  Business Response

  Date: 12/27/2022

  Hello ****, 

  We are sorry to hear about this! It seems we already replaced the first shelter as a courtesy, although 'Acts of Nature' are not covered under our warranty policy. Yes, the manual does state that it is recommended to remove the cover as it's a generic statement that applies to all temporary shelters. The manual also states that the unit you purchased is a temporary structure that is not live load rated, and we recommend anchoring the shelter and removing any accumulated snow off the structure (if applicable).

  
  Please note that we offer hundreds of different shelters with varying sizes, shapes, and strengths that are permanent and live load rated. If you desire a live load-rated shelter that can withstand high winds and snow loads, please contact us to discuss your options in more detail at **************. As for a refund, we recommend contacting Fingerhut directly, as we cannot perform a refund for sheds purchased through third parties because we have not collected any funds from you. 
  
  Thank you for your understanding on this matter. 

• Initial Complaint

  Date:12/16/2022

  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.

  Let me preface this by saying I never intended to contact the BBB but I feel my circumstances justify it. I purchased (2) 10x20x8 car shelters from Shelterlogic online in May 2022 for over $3K incl shipping & tax. I did not assemble them until Nov 2022 as I needed to prepare the location for installation. After assembling one of the units, it was apparent that my vehicles would not fit inside the narrow opening due to the design of the framing. After taking some photos inside & out, I disassembled the unit 4 days later. Re-packed it back in it's original boxes ready for return / resale. My initial thought was that the company had shipped me the wrong size units (8 foot wide and not 10 foot wide). My first contact with Shelterlogic's Customer Service was by phone in the beginning of November. During the span of a months time I had been in contact with 3 different service reps, explaining my situation and providing photos to each one. They all assured me that they would remedy my situation. While speaking with the 3rd rep, I was told I would be contacted by their Customer Service Manager directly, which never happened. Just an email of denial from the last rep saying she had spoke to the manager herself. After further investigation on my part (researched the spec sheet on their website) I realized that Shelterlogic DID in fact ship me the correct size units. But because I was passed the 30 day return policy they would not honor my request. I felt that knowing my unique situation and that the products were still sellable as new they would make an exception. I even proposed a solution where I would purchase another product from them with the money I originally spent (after approving my return), this way they still get their sale and I get a product that I can use. They denied my proposal stating that after a 30% re-stocking fee and return shipping it would be too costly. They suggested that I try to sell it privately knowing that I would suffer a loss monetarily.

  

  Business Response

  Date: 12/27/2022

  Hello ****,

  Thank you for contacting us, and we are sorry to hear about your troubles. After carefully reviewing your case, we cannot offer an exchange of the product due to it being outside the 30 days return policy. Product Returns Policy states: orders can be returned to ShelterLogic within 30 days of purchase. After 30 days, items are not eligible for returns. Please note that all freight charges will be the responsibility of the customer, and return freight must be prepaid. Returned products must be in the original packaging, unused, and in-sellable condition. If the product is returned in unsellable condition, ShelterLogic will not issue a refund.

  Please note that we shipped out the correct shelter you purchased online, the 10X20X8 Round, Heavy Duty Tan shelters. The order was placed on May 26th and shipped on June 1st of 2022. The purchase date is beyond our 30 days return policy, and you’d have already attempted to install the product. Our return policy is firm, and it is there to treat every customer fairly and consistently, which is why we cannot approve an exchange or refund. As the product cannot be returned or exchanged, we recommend attempting to sell the product privately, as we uphold our return policies with all our customers.
  

  We appreciate your understanding on this matter.

  Thank you.

  Customer Answer

  Date: 12/30/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they now have an un-satisfied customer and my reviews will reflect that! 
  
  * **** ******

• Initial Complaint

  Date:11/22/2022

  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.

  Good Day, I need to file a complaint with the quality of the product. That caused me a lot of headache. Accident and issue occurred on November 20th at about 11 am Product was purchased at ******** **** Store. Was assembled within few weeks before first snowfall. Product was anchored and secured as per manual. During heavy wind, anchoring cables were ripped (anchors stayed in the ground) and shed flew off the ground. 1. Top portion (biggest panel) of the garage was ripped along the top pipe. It was tightened as per instructions. It was damaged along pipes. Panel are not strong if they rip right in the center. 2. Cables are not strong if they rip and cause garage to become not anchored. 3. End pipes at each corner should have rubber plug to prevent potential damage in such situation. 4. Due to metal corner pipes not having protection on ends it caused scratches and damage to vehicle parked inside. 5. To ensure protection from wind garage was parked behind the house. I have taken pictures showing issues and damages.

  

  Business Response

  Date: 11/29/2022

  Hello Daniel, 

  We are sorry to hear about this! Please note that the Shelter you purchased through ******** **** is Not live load rated, and it states in the instruction manual that it's a temporary structure, as we recommend anchoring the Shelter with additional anchors. The anchor stakes included with the shelter are temporary anchors, and anchors suitable to your terrain should be purchased as a more permanent solution; we advise one anchor per leg. Please understand that 'Acts of Nature' are not covered under the warranty, and if you desire a refund, we recommend contacting ******** **** directly, as we cannot perform a refund for sheds purchased through third parties because we have not collected any funds directly. If you would like to discuss this in more detail, please feel free to contact us at ###-###-####.

   

  Thank you

• Initial Complaint

  Date:11/02/2022

  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 10/27/22 I ordered a replacement cover kit kit for ShelterLogic garage in a box. I followed the instructions on the website and went and found the replacement order number on the canopy then put it into the provided box on the website. It came back with no exact match found but suggested the kit that I bought. When it came I figured out very quickly that it didn’t fit and immediately called the company. After some back and forth they were able to find the right one. The issue is shipping, I paid $45 shipping to have the wrong one sent, the one that their website told me to get with a part number. Now they want me to pay $99 to ship it back (best I could find, no discounts for me) and another $45 to send the correct one. That is basically $190 in shipping for a $225 canopy. The worst part is it was their website and their process that sent me the wrong part.

  

  Business Response

  Date: 11/02/2022

  Hello *****, 

  We are sorry to hear about your frustration and apologize for any website malfunction you may have encountered. We will ship the correct replacement cover kit at no cost as a courtesy on our end, and you do not need to ship back the original purchase you made on our website. You can either keep or discard the cover kit, as we do not require it to be returned. The replacement COVER KIT ROUND GIB 12X20X8 GREEN will be shipped out in the next 2 to 3 business days. You’ll receive tracking information via email once the order is in transit.  The order number is #*******. If you have any questions concerning your order, please contact us at ***************
  

  Thank you for choosing ShelterLogic!

  Customer Answer

  Date: 11/02/2022

  
  Better Business Bureau:
  
  I wish we didn’t have to bring it to the BBB level but thank you for making it right. 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:10/26/2022

  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 bought this shelterlogic 12x24x10 RD style shed on May10,2018 and installed within a week,on a wooden base.When i started assembly i found a broken door panel zipper.I called Customer service and they sent me a complete replacement kit.I only replaced the damaged door panel and stored the rest in my heated basement. In the winter of 2020 (feb) i noticed a big rip in the top of the tarp so i bought a flat tarp from ******** **** at$50.to cover it for the rest of the winter.I called Customer service to complain that it only lasted 2 years which i found very unusual because i had the previous shelter (shelterlogic)(peak style) and it had lasted 7 years.I replaced the tarp with one i had stored in May 2021 and just recently noticed that it has 5 holes in the top.(17 months )later.I called customer service and they said the only could give me a new replacement at a 10 percent discount.They said the brown tarps are usually covered for 2 years but they have to go back to the original purchase date of May/2018.I argued that whether it is warranted or not it should not wear out that fast.They indicated that it is because it is made of Polyethylene and they have a better one that is made of Fiber and is 14 ounce instead of 7.5 ounce which i have now, at triple the price and warranted for 10 years(pro rated).I said i would be willing to take the better one if they could deduct the price of the direct replacement one but they said they could only give me a 10 percent discount.I don't understand how they can advertise these as wind and snow rated.They certainly don't last as long as before and supposedly the same material. I hope this explains my complaint. ***** *******

  

  Business Response

  Date: 10/27/2022

  Hello *****,
  

  We are sorry to see that you are unhappy with your cover. Please know that fabric life is affected by the application, location, and physical elements the shelter is exposed to. Customer satisfaction is important to us, and we want to help resolve your issue. One of our customer service representatives will be reaching out via email so that we can gather more information and offer the best solution we possibly can.
  

  We are looking forward to assisting you!

  Customer Answer

  Date: 10/27/2022

  
  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:10/20/2022

  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.

  I purchased a shelter logic garage in a box, what was purchased was a 16x40x16, what was in the box was a 14x40x16. I have tried several times to deal with the company and keep getting the run around. Stretch the legs wider it'll be 16 feet then.... 16x40x16 and 14x40x16 are the same item just Stretch the legs wider. I even asked if I could fit 2 vehicles side by side and was told yes. I feel the product i purchased was misrepresented and I was lied to about its capacity to hold vehicles.

  

  Business Response

  Date: 10/20/2022

  Hello Roger, 

  We are sorry to hear about your frustration. Our records shows that one of our representatives had already placed an order for a new shelter for you. The new shelter arrived yesterday morning in ******. If you need any assistance with the assembly, please do not hesitate to reach out to us. We are available for assembly support 7-days a week at ###-###-####.

  Thank you for choosing ShelterLogic.

• Initial Complaint

  Date:10/20/2022

  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.

  Hi , I purchased a picnic table shelter on September 2 /22 and it has not arrived as of yet. My order # is ******** . I emailed Christina twice and have not received a reply as to where it is. I would track it myself but was never given the information to do so. Can some one other than Christina get back to me with the statis as she must be very busy. (###-###-####) Thanks **** ******

  

  Business Response

  Date: 10/20/2022

  Hello ****, 

  We do apologize for the delay. The order has not shipped yet due to the item not being available at that current warehouse. Please note we’ve arranged for the item to be replenished and shipped through our other warehouse. Again, we do apologize for the inconvenience. Once the order ships, we will most certainly provide you with a tracking number. Thank you for your patience and understanding. If you have any other questions, please feel free to contact us at ###-###-####.

  Thank you for choosing ShelterLogic.

  Customer Answer

  Date: 10/21/2022

  
  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:09/19/2022

  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.

  this expensive car port needed assembly. out of the box, several parts are missing, some other parts arrived more than needed and one bos that contained gutters arrived totally damaged to where they cannot be used. while assembling over the weekend, we cannot contact customer service until Monday ( they are closed during the weekend) The customer service rep was friendly and apologized and promised to send replacement for the missing parts as well as the missing parts. we even received a zero dollar invoice. three weeks have gone by; the lady doesnt not respond emails, we still dont have parts, we have an unfinished car port sitting. By now, is buyers remorse, the car port is flimsy, half way assembled. if we could return it , we would, rather than hoping for the missing parts that still havent arrived.

  

  Business Response

  Date: 10/12/2022

  We are extremely sorry for the carrier's delays in your shipment.  Your package was shipped with **** and, unfortunately, they had some major system issues which caused delays.  It is very important that we provide prompt service and this should not happen.  You package is on it's way to you and can be tracked at ***********************************************************************************.

• Initial Complaint

  Date:09/01/2022

  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.

  august 2022 my shelter logic "garage in a box" had ripped, ive contacted shelter logic serveral times to get the warranty. The customer service keeps giving me the run around and avoid making the warranty claim!

  

  Business Response

  Date: 09/13/2022

  We are very sorry to hear that your cover ripped and you are not satisfied with our service.  We want to provide quality products and excellent service every time you contact us.  We will be looking into this and will take corrective action, where needed.

  We did place an order on September 1st for a new cover kit under warranty.  It was shipped to you and we see it was delivered on September 6th.  We certainly hope you are satisfied with this solution.  Thank you for your valuable feedback and choosing ShelterLogic brand products.  Please reach out to us if you have any other questions or concerns.

• Initial Complaint

  Date:08/02/2022

  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 bought the 13 x 20 x12 shelter logic garage and within the assembly several of the pieces were mis aligned. Had to have my neighbour help to twist and align them. Made a return with ****** with no reply. Spoke with shelter logic and they told me to go through ****** with no reply. Finally for it set up and after just over a year all the seams come apart. Now sitting with a useless garage Shelter logic again tole me to contact ******. After raising the issue with shelter logic. They said it’s over a year and could not help, ****** does not show me ever order it. I feel i was delivered a defective product from the start and would like to have held to task. I will never deal with this company again

  

  Business Response

  Date: 08/22/2022

  We are sorry to hear about the issues you experienced with your shelter.  It very important to us that you are satisfied with our products and service and we want to make this right.  Based on the review of your phone call to us on July 31st, we were unable to determine what shelter you had purchased and the warranty period will vary depending on the shelter fabric.  You had explained you would call us back with more details.

  So that we can provide you a resolution, a representative will be reaching out to you shortly to gather more information.   We want to make this right for you so you are happy with our service and your shelter.  Thank you for being our valued customer.

  Customer Answer

  Date: 08/25/2022

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