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:05/29/2024

  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.

  On 4/26/2024 I made a purchase for $290 from EZ frame. My Order number: ***** I received an order confirmation on 4/28. On 4/30 I requested via email a status update they sent me **** tracking number: ****************************** After 2 weeks of the shipment not being updated. I requested an update via email no response. So I waited a week sent another email and called - left a VM because no one answered the phone. Waited a week and sent 2 more emails and called and left 2 more voicemails. Finally I sent and email stating I was going to contact my bank for a fraudulent charge since they took my money and didnt provide the product, that I would notify BBB of fraudulent business practices and call their county clerk office to report them as well. They responded to that email within 30 minutes apologizing for the issue that they had an email service issue for the past month.. ya okay They said they would update me after the weekend. Its Wednesday and I havent heard back. Sent 2 emails and called and left 2 VMs No response. They are fraud and scam. Emails I sent were to:****************************** ************************************ Phone number called is: **************

  Business Response

  Date: 06/08/2024

  Hello -

  This order was shipped and received by the customer. At the time this complaint was filed, the order was already in route to the customer, but the customer was not aware of this. There was some miscommunication and the customer was not receiving all of our responses to his emails as was evidenced by us in reviewing the email chain. There were several emails sent out by the customer asking for an order status that we were responding to and then we would receive the same question again on multiple emails as though he had not received our response to any of our emails. Including more than one stating that his order was already shipped out and in route to him. He has since received his order and we consider this complaint to be resolved. thank you

  Customer Answer

  Date: 06/08/2024

  Complaint: 21775472
  
  I am rejecting this response because:
  more lies and deflection on your part. Of course. 
  
  I did not have issues receiving emails, infact you stated that YOU were NOT receiving my emails. Due to internal issues with your email server as noted in the email screenshot I attached. You also never once responded to voicemails. Not vise versa. 
  
  According to the shipping log from **** you did NOT ship until AFTER I notified you that I notified BBB and other business related organizations to report your fraud, lies and scams. 
  Idid receive the package but not without several unresponded emails and calls, finally had to follow through with reporting you to get a response. This is proven in emails where you responded and stated that You have emailed us and have received no response? You are not the first customer to say this in the last couple weeks. I really apologize for that and we are looking in to why we are suddenly not receiving all our calls and email. - proving you just LIED, again, on your response to the BBB. Your business should be flagged. Nothing but liars, deflectors and scammers. **** and ***** are full of it. 
  Ill be satisfied with a PROPER apology, no deflection, and a **** on their business record for lies and deceit. Take accountability **** and *****. 
  
  *******************************

• Initial Complaint

  Date:05/24/2024

  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.

  We placed an order for a 10X20 Standard Chicken Run Kit (order #*****) on Monday Feb 26, 2024. We paid $275.00 ****** discount + 15 dollars shipping total ******. The order was never shipped. in april we were told the order was being shipped 2-day shipping. We were never given a order tracking number and the item never arrived.

• Initial Complaint

  Date:04/25/2024

  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.

  Purchased kit online on 4/5/24 *************** on 4/10/24 inquiring when items were going to ship - response on 4-11-24 was they were shipping on Tuesday 4-16-24. Items did not ship as promised. Emailed again on 4-17-24. No response. No response via phone. Shipping was to be within 1 to 7 days as stated on the website. It is now day 18 ! After looking up reviews for this company it seems this is an ongoing issue. I could have purchased this kit from ********** but chose to buy direct. I would have paid more but at least I would have received my items or a refund from the other reputable vendors. They show a tracking number via **** from date of purchase but the package has not left the manufacturers facility. What a great way to hold someone's money and pretend you are shipping the items. At this point I just want my money back!

  Business Response

  Date: 04/28/2024

  Hello -

  This order was processed and in shipping to go out with next pick up. Customer cancelled, order was pulled and refunded per customer request. 

  Please note: While we do occasionally have a backlog of orders during our busy seasons by a few days, we ALWAYS ship ALL orders out to customers.

  We did reach out to the customer to let them know their order was processed and was shipping waiting for pick up, but customer chose to cancel and have the order refunded.

  Thank you

  E-Z Frames

   

  Business Response

  Date: 04/28/2024

  Please note: After re-reading the complaint that was listed by the customer, we wanted to add that we are the sole manufacturer and distributor of our product. We have been in business for almost 50 years selling our E-Z Frame brackets. By purchasing through *********** you are purchasing through us as well. We also sell on ******** Wayfair and other major online sales platforms. We do appreciate however, you choosing to purchase from us directly and are sorry you chose to cancel your order instead of allowing us to ship it out for you.

  Thanks again,

  E-Z Frames

• Initial Complaint

  Date:03/26/2024

  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 March 13, 2024 I ordered from E-Z Frame Structures online store. My order was placed in preshipment status on March 15, 2024 and never shipped. I contacted them starting on March 23&24 by email and called twice before a email response was sent on March 25. They gave me this excuse about having supply issues and stated my item would be shipped out the next day March 26, the item never shipped. I emailed them and rudely commented back that it would ship today, still has not shipped. I am only looking for one resolution and that is to have all my items shipped in one shipment ASAP and all items not to be damaged. This business is practicing deceptive acts. If your product is not available to ship as per your company website then you should say it is out of stock and shipment will be delayed. Instead the company is defrauding customers for their own financial gain. Then lying to them that they will ship their products they ordered. My order number is *****.

  Business Response

  Date: 04/03/2024

  Hello -

  So this order was placed on March 12th. The order started being processed March 15th and a shipping label created. It was shipped on March 26th priority mail and delivered on March 28th. This is within our normal processing times during our busy spring season times. We are a family run company and not a large company such as Amazon with that type of resources at our disposal. It is maybe a little extreme to say we are lying and defrauding customers when an order is placed, processed and delivered within a normal time frame. It is unfortunate that Amazon has put this type of expectation of next day and same day delivery that the rest of the world of smaller companies do not have access to. This does not mean or make a company who has been in business almost 50 years a fraudulent one. It just means that we have to process our orders and ship through normal channels and we appreciate our customers who understand this and love our products :)

  This customer has received their order with no issues and we kindly request this case be closed.

  Thank you

  The E-Z Frame Team!

• Initial Complaint

  Date:03/14/2024

  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.

  Purchased kit online on 2/27/24 *************** on 3/8/24 inquiring when items were going to ship - response on 3-9-24 was they were shipping on Monday 3-11-24. Items did not ship as promised. Emailed again on 3-12-24. No response. No response via phone. Shipping was to be within 1 to 7 days as stated on the website. It is now day 16 ! After looking up reviews for this company it seems this is an ongoing issue. I could have purchased this kit from ********** or Wayfair but chose to buy direct. I would have paid more but at least I would have received my items or a refund from the other reputable vendors. They show a tracking number via **** from date of purchase but the package has not left the manufacturers facility. What a great way to hold someone's money and pretend you are shipping the items. At this point I just want my money back!

  Business Response

  Date: 03/24/2024

  At the time this complaint was filed, this order was already processed and in route to the customer. It was delivered on March 19. Customer has received their order. Please close this case. Thank you

  Customer Answer

  Date: 03/26/2024

  I received the kit 

• Initial Complaint

  Date:12/05/2023

  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.

  Bought a shed kit from the company, never shipped it. Called to cancel order, they canceled order and never sent us a check for a refund. Now they wont return my calls or emails.

• Initial Complaint

  Date:12/02/2023

  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 Sept 26, 2023 I purchased multiple items to complete a greenhouse project. Order *****. I immediately was told that my order was being prepared to ship. To date, I still do not have the order and the project is halted. I emailed the sales department on 11/16 and was told that it would ship next week. I asked for shipping info and was given a postage receipt that stated that it was awaiting shipment. After another week I was told that it would again ship next week. I have asked for a refund 2x and have not received a response. They have stolen from me.

• Initial Complaint

  Date:10/17/2023

  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.

  On February 13th 2023 I purched a greenhouse kit from this company. It was supposed to arrive within a week (3-5 days I believe). After that time came and went, I could see from tracking info that it hadn't shipped yet. After contacting the company about why it hasdn't shipped yet, I received some sort of generic response. I then asked for a refund as I decided to go a different route on my project. That took several email attempts. In early March, I finally received an email stating I was being issued a refund. The refund was applied but then was later retracted. I didn't realize this. I sort of put all this on the back burner as I was dealing with some other more important matters in my life. Fast forward 8 months later (Oct 10th) and the product I ordered arrived at my house! I am way past needing it as I have already completed the project it was to be used for. I have since sent 4 or so emails asking for my refund (a real one this time). I offered to send the product back (at their expense). After attempting this for one week now with zero response from the company, I decided to file this complaint. Below, I included emails between the company (ez frames) and myself, my bank statement at the time the refund was supposed to have been applied and emails between PayPal and myself in regards to the refund and the cancelation of the refund.

• Initial Complaint

  Date:09/21/2023

  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 paid in full for (2) 10'x20' structure kits, (10) 2 pack window kits and extra parts. The only part of the order I received was the window kit and extra parts. I have never received the actual (2) 10'x20' structure kits and the company has discontinued replying to my inquiries.

• Initial Complaint

  Date:08/24/2023

  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.

  - The transaction took place on July 11th.- $528.00 was paid on that date.- The order is for one 10 x 12 greenhouse kit at $215. Seven 10-foot wide Truss webbing kits at $175 total. Two extra angled corner bracing kits at $64 total. Two extra 2'x2' window/roof vents at $32. Two Extra 2'x4' window/roof vent assembly kits.-The issue is that I have repeated contacted the business to determine the status of my order and have been told that my order would ship the week of our correspondance or the week after our coorespondance. I have received part my order on August 7th. The remaining part of my order has yet to ship as of August 24th. - I began my correspondace with the business on July 18th. And was told on July 20th that my order would ship the next week. I contacted them again on July 31st about my order still awaiting the actual shipment. They replied on August 2nd stating that my order would ship during that wee or the next week. I received part of my order on August 7th. I reached out on August 12th inquiring about the remaining part of my order on August 12th. They replied on August 22nd saying the remainder of the order would ship this week. At this point, the order still has not shipped.The order # is ***** and the tracking # is ******************************

  Business Response

  Date: 09/08/2023

  Hello -

  This order was partially shipped and delivered on August 7th. Customer cancelled remaining order and it was refunded per the customers request. We consider this complaint resolved satisfactorily. 

  Thank you

   

  Customer Answer

  Date: 09/08/2023

   
  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,
  
  *********************