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:09/05/2024

  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.

  On February 24, 2024, I placed order #***** for $349.75. Starting in May, I started asking for updates-- despite continued emails stating my order would ship, it did not. Finally, on August 2 I requested to cancel my order and get a refund. I received a confirmation that the order was cancelled and that I would be refunded in 5-7 business days. As of yet, I have still not recieved a refund or further communication.

  Business Response

  Date: 09/14/2024

  Hello -

  We apologize for the delay. Per your request - your order has been cancelled and refunded. 

  Thank you

  The E-Z Frame Team

• Initial Complaint

  Date:08/10/2024

  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.

  Ordered a Greenhouse kit on 6/7/24. Followed up on 6/13/24 to check status of shipping. Responded same day with: "HI I apologize for the delay. We are dealing with a major supply chain issue and working hard to catch up. Your order will ship next week ****"Emailed again on 6/24/24 to check status of order. Received this email on 6/27/24:"Hi I apologize for the delay.We had an emergency warehouse closure last week due to an electrical issue in our shipping warehouse. All unshipped orders that have not shipped will be shipping next week.Thank you for your patience.*****"Emailed June 9, as I still received no update to tracking. Response I got on July 25:"We apologize for any delays in shipping your order. We had some temporary warehouse issues in our new building. If you have been impacted by this your order will be shipping next week. Thank you for your patience and understanding.The EzFrame Staff"Today is 8/10/24 and there is still no update to my tracking, nor have I received my order.This company is a fraud.

  Business Response

  Date: 09/14/2024

  Hello -

  We apologize for the delay. Per your request your order has been cancelled and refunded. No further action is necessary.

  Thank you

  The E-Z Frame Team

• Initial Complaint

  Date:07/31/2024

  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.

  Transaction date: 7/5/24 Order # ***** We ordered three shed-building kits from EZ Frames on July 3rd. Their website stated the products would be shipped within 5 - 7 business days. When we had received no further information from the company nearly two weeks later, I sent them an email. I received a reply from ***** in which she stated that they'd been having trouble with their warehouse system and our products would be shipped within the next week. Emails were sent to me on that same date (7/13) with shipping label tracking numbers, however, as of 7/28 when I sent yet another email now requesting that my order be cancelled and a full refund promptly be issued, all packages in the order were still in pre-shipment status with ***** I have now sent several emails and reached out via their contact form and have received no further reply. Please help me get my money back from these scammers! Thank you.

  Customer Answer

  Date: 08/14/2024

  Hello,
  
  Per the explanation in my original complaint, I was awaiting any further communication through you from EZ Frames, and still awaiting a refund from their company. Instead I received an email from them this morning stating that part of my order was out for delivery. They have apparently ignored the complaint and my several requests for refunds/cancellations and proceeded with the order, which is now over a month late. I will refuse delivery and I ask that you please follow up with this awful company regarding this new issue. I no longer want or need their product. All I want is my money back!
  

  
  

• Initial Complaint

  Date:07/27/2024

  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.

  April 18, 2024. Ordered a chicken coop frame system. Had great customer service during ordering. Waited for our concrete pad to finish, then started building the system. Had questions about the instructions but then realized some of the parts were missing. Called and emailed as instructed in voice mail. Left multiple messages, multiple emails over several weeks with no response. Can't finish the build without the parts and they are proprietary parts. I can't just go to ********** to fix this.

  Business Response

  Date: 09/14/2024

  Hello -

  This order has been shipped and delivered to the customer. There are no issues and no further action on this is necessary. 

  We thank the customer for their patience and understanding while we made sure they received their order.

  Thanks

  The E-Z Frame Team!

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22052809
  
  I am rejecting this response because:  I am happy to finally have the missing parts however my complaint was two fold. They have not contacted me nor helped us with the instruction detail we asked them for repeatedly.  Their website says just call us we will respond.  Well they don't!  Their instructions refer to diagrams that don't exist and items are showing differently in diagrams.  Ex. a piece is attached in one place in one diagram and in another in the next.  No instruction on which is correct is given. We called and emailed several times asking for help.  
  
  Sincerely,
  
  ******* And ******* ********

  Business Response

  Date: 10/18/2024

  Hello -

  We apologize if you were having helping with your project. Please email us directly and ask for *****. She can assist with any design issues you have. The direct email address there is ***************************************

  Thanks

  *****

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22052809
  
  I am rejecting this response because: This is the email address i used. i sent multiple requests. i called and emailed over several weeks.  i have given up on getting help from them.
  
  Sincerely,
  
  ******* And ******* ********

• Initial Complaint

  Date:07/19/2024

  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 product on June 11th and ordered with standard shipping (which they said would be 7-10 days for processing and 2-3 days shipping. Received order confirmation with order #*****. Emailed a week later because I hadnt received any updates. Two weeks after my order I receive an email apologizing for the delay they have an electrical issue that shut the warehouse down and they are experiencing delays. I have contact with the company a couple times the week of June 24th. On Friday 6/28 promise my order will be shipped on Monday July 1st. I didnt think that was a big deal being a little delay. I understand. On the 3rd of July a **** label was created for shipping. As of today I have called and left several messages, sent several emails and it is the 19th of July and my order hasnt shipped, I havent received anything, no communication by phone or email (even after numerous attempts) and I cannot get a response. I dont know what else to do.I cannot get a response. I just want what I ordered. And honestly at this point after over a month of hassle and headaches I should receive an apology and some type of compensation. This is absolutely poor business practice. I can forward you the email chain if needed.

  Business Response

  Date: 09/14/2024

  Hello -

  This order was cancelled by the customer and has been refunded. No further action is necessary.

  We appreciate the patience and understanding of the customer while we worked through this.

  Thanks

  The E-Z Frame Team!

• Initial Complaint

  Date:07/18/2024

  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 ordered from them on 6/19/24, and they debited my **** card the same day. Never shipped any product to me, and they do not respond to customer requests.

  Business Response

  Date: 09/14/2024

  Hello -

  Per the customer's request this order was cancelled and refunded. 

  No further action is necessary. The issue has been resolved. We appreciate the patience and understanding of the customer while we worked through this.

  Thanks

  The E-Z Frame Team!

• Initial Complaint

  Date:07/12/2024

  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.

  Ordered via their website 1st week in June, by Jun 24 still didn't receive product. On 3 Jul I get a notice that it has been shipped by **** with a tracking number *******************************. Per the ****, they haven't received the package still as of this complaint. Tried calling the vendor, they only accept phone calls 4 hours a day and no one answers. Sent multiple emails, no reply via email or phone.If they can't make the product, ship, or deliver they shouldn't be taking orders.

  Business Response

  Date: 09/14/2024

  Hello -

  We apologize for the delay. This order has been shipped and delivered to the customer. 

  No further action is necessary, this issue has been resolved. 

  Thank you

  The E-Z Frame Team!

   

  Customer Answer

  Date: 09/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is closed. However, it should be noted that the company is very irresponsible and lacks integrity. This response is over 3 months too late and floated my payment for over 30 days before shipping the product.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/24/2024

  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.

  On May 26, 2024. we order an 8ft x 10ft shed framing kit from E-Z Frames and Structures. The web site states shipping in 7-10 business days. As of this date, June 24, 2024, we still have not received our order #*****. I have sent multiple e-mails to them and get the same kind of response from them, "supply issues, backlogged, ..etc" I have left a couple of voice messages, you can't get a live person, no replies. After doing a deep look into the customer rating, (should have done this to begin), I see that this company has been doing a run around with customers for over 3 years. They sent me a tracking number with **** # ******************************. Still says waiting on package from company.Copy of e-mails: From:************************************ To:********************* Tue, May 28 at 1:51 PM Hi I apoogize for the delay. We are dealing with a major supply chain issue and working hard to catch up. Your order will ship next week I have attached the cut list and instructions to this email **** ***************************** From:********************* To:************************************ ************** 16 at 9:11 PM I have called twice last week, Tuesday and Thursday, trying to find out where my order is. No one has the courtesy to return my calls.I have repeatedly checked the **** website, and it still shows from June 1st, that were still waiting on the package from you. I would appreciate a call from someone on Monday, June 17, to tell me why my order has not shipped.Thank you ***************************** On Tue, May 28, 2024 at 1:51 PM, E-Z Frame Sales Team <************************************> wrote: Hi I apoogize for the delay. We are dealing with a major supply chain issue and working hard to catch up. Your order will ship next week

  Customer Answer

  Date: 07/19/2024

  ******** complaint 
  I have already received a refund from the company, after you said nothing could be done on your behalf.
  Thank you
  ***************************;
  

  
  

• Initial Complaint

  Date:06/08/2024

  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 sent my first email: 05/10/2024 I placed my order on April 25th. I have paid for my product. The next update I get Apr 30th shows my order as Fulfilled, I get a tracking number Fulfilled Apr 30 **** #******************************. The **** tracking showed: Pre-********* **** Awaiting Item May 1st. Today 05/10/2024 11:00am my order still shows "Pre-********* **** Awaiting Item.I sent my second Email: 05/26/2024 I placed my order on April 25th. I have paid for my product. The next update I get Apr 30th shows my order as Fulfilled, I get a tracking number Fulfilled Apr 30 **** #******************************. The **** tracking showed: Pre-********* **** Awaiting Item May 26th.Today 05/26/2024 11:00am my order still shows "Pre-********* **** Awaiting Item.Can I get a status update for the items I have paid for?E-Z Frame Structure Replied: 05/28/2024 Hi It looks like your order is shippingtomorrow.**** Nothing ever happened -- I sent another email and another email with the same questions they have not responded at this time it has been 6 Weeks now the company does not respond or offer any information. E-Z Frame Structures has stolen my money.

• Initial Complaint

  Date:06/05/2024

  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.

  Ordered and was charged for the product on 05/22/24, never shipped several emails and two phone calls and one messenger message have all gone unanswered. I just really want the stuff delivered, I'm in ******** I have a very short growing season, all my ***** cut and ready to go, just ship my stuff please