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:03/28/2023

  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.

  I purchased a Greenhouse from their online store in October. I reached out in Dec bc my plants had frozen. The weather had been below freezing but I had 2 heaters in there and bubble wrap as was suggested. When I reached out to make sure that I was doing everything I could, they suggested I apply silicone glue to all seams, which I did. My plants continued to die bc of the cold air and temperatures. I reached out again and was told that I had done all that could be done. In February, I reached out again bc the product is unusable in my area. i was told returns can only be made on unaltered product and that they can offer me $125. They went on to explain that this is not a 4 season greenhouse, that the inside temp could be the same as outside and that they are usually used as decorative bc of this. None of this information is listed on their website. Had it been I never would have spent $3000 on a 3 season greenhouse as this was not what I needed it for.

  Business Response

  Date: 03/28/2023

  Hi ********,
  We appreciate your honest review, we always want to hear about our customer's experiences with our products. We are sorry that you have had a bad experience with this greenhouse, and we are publishing your review and our response in the hopes that others will learn from them and make choices that can lead to better results.

  You bought an uninsulated greenhouse with thin (0.8mm / ****inch) polycarbonate side walls. As we understand it, your concerns are that the greenhouse does not retain heat, and that plants you chose all died in the extreme cold temperatures in December during the 2022 ******** winter. The temperatures got as low as -10 degrees Fahrenheit in late December in ********.

  The product page, which clearly describes the greenhouse specifications, is here *************************************************************************.
  We have prominently-displayed Before you Purchase and Refund Policy links next to the 'Add to Cart' button on the product page. As well as a How to Choose a Greenhouse blog article.
  The internal temperature in an uninsulated greenhouse will generally be the same as the outside temperature at night. The temperatures got as low as -10 degrees Fahrenheit temperatures in late December in ********.

  Here is some relevant content from the above product page (as it appeared when you purchased, we have since further clarified it) for this greenhouse:

  Q: Is this an all-weather greenhouse that can be used in the winter?
  A: This Palram - Canopia Greenhouse is a four seasons greenhouse and can be used year-round. The two main factors to consider are weather and plants. What are the plants you want to grow and how much heat or cold can they handle? No matter where you live, greenhouses can be ***** degrees hotter inside during the day and at night they will be the same temperature as the outdoors. This is without any supplemental heating or cooling. Depending on where you live, heating and / or cooling your greenhouse can make the difference. If you need to heat or cool your greenhouse in extreme weather conditions, you may want to consider a twin-wall greenhouse such as the Palram - Canopia Glory Greenhouse which has a 10mm twin-wall polycarbonate covering.
  

  As a retailer, we are bound to enforce the policies of our suppliers and manufacturers. Our Refund Policy is prominent on the site in many places, and specifies a maximum time of 30 days from purchase to seek a return and refund. It also specifies that the product must be in new, unbuilt, resellable condition. At the time you requested to return this purchase for a refund, 5 months had passed. As we explained when we offered you the courtesy $125 refund, this was all we made on the sale, and the most we could offer you.
  We hope you are able to use the greenhouse and enjoy it for less extreme seasons, and / or for hardier plants.