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Business Profile

Online Retailer

EZ Frame Structures & Shelters LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 67 total complaints in the last 3 years.
  • 20 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/08/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My wife (************************************* *****) placed order #***** on 6/14 with the company and followed up 07/14 (2) weeks after purchase which is when the item was supposed to be delivered according to the shipping information at checkout. I received a response from ************************************ apologizing and indicating that it should ship the following week. The following week (06/19) I followed up again and received information in the same email chain that due to delays my product was scheduled to ship on 07/02. The next day (06/20) I requested to cancel the order and provide a refund because the revised ship date did not align with my schedule. On 06/22 I received another updated ship date contrary to my request. On 06/26 I received a response that the order is being canceled and I was asked for a Zelle or paypal where they can provide a refund. On 06/27 I provided the Zelle information and received confirmation that the Zelle was acceptable. I never received the refund and followed up on 06/28, 06/29, 06/30, 07/10, 07/13.

  • Initial Complaint

    Date:08/07/2023

    Type:Delivery Issues
    Status:
    Unresolved
    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.
    Paid extra to get delivery faster, but haven't received notice of being shipped after the 5 days it was supposed to be delivered!

    Business Response

    Date: 08/07/2023

    Hello -

    This order was placed on July 29. A shipping label was created on August 1. It typically takes us 3 to 5 business days to process and ship an order not including weekends. The order was processed today, August 7th and will be shipping tomorrow the 8th. It is within our typical shipping timeframe. 

    We have received no email from this customer asking about their order so are a little confused why this was taken to BBB when their order is not late and is being processed and shipping. 

    We are happy to update this once the customer has received their order if needed. The order will ship priority so it will be to the customer by Thursday or Friday.

    Thanks

    E-Z Frames

    Customer Answer

    Date: 08/07/2023

     
    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,

    *******************************

    Customer Answer

    Date: 08/28/2023

    As of 8/28, I haven't received the package and was told that it was supposed to be delivered around the 23rd or so!! emailed them and have not heard any response.  What to do next??

  • Initial Complaint

    Date:06/14/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Order #***** confirmed Order summary 10X16 Standard Storage Shed Kit 1 With Floor Framing $242.00 Discount FLASH SALE!!!-$72.60 Subtotal $169.40 Shipping $10.00 Total $179.40 USD You saved $72.60 I have contacted this company several time. I have additional email to this company with a lack of response. Will be able to provide emails upon request. One is list below from the last *************************** E-Z Frame Structures All Last Email sent with no response as noted below. 6/9/23 Once again, I am emailing because there is no answer when I call. When will my kit be shipped? April 17th 2023 I ordered the kit. as of today, still nothing this is reaching the two-month ***** I have attached a copy of the shipping label that is from **** that was issued in May. This is my finial email. I will be contacting the BBB as of Monday and will request a full refund if I do not get what I paid for. This is 100% unacceptable. Service is not what I expected from your company. Your lack of response is understandable.I would like either a call today or some sort of a response from your company representative.

    Business Response

    Date: 07/18/2023

    Hello -

    This order was shipped and delivered July 17th. A signature was required for receipt. This customer has received their order. We considered this complaint resolved for the customer.

    Thank you

    E-Z *******************

  • Initial Complaint

    Date:06/13/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    In April I ordered two structures but never received an order number, confirmation, or shipping information. On May 22nd I reached out for more info. Based on the shipping times, I ordered lumber so it would arrive on time and I wouldn't be holding on to it. That was all for naught.They gave me my order number and assured me my order would ship out in a week. 4 weeks later and I've received no shipping or tracking info. I reached out 2 more times with no response. I'd like the product but I'm growing impatient. This is no way to run a business and the lack of communication is horrible.

    Business Response

    Date: 08/07/2023

    Hello -

    This order is being processed and shipping this week. Orders are shipped via priority mail so it should be received by the end of the week.

    Thank you

    E-Z Frames

  • Initial Complaint

    Date:06/13/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 17 brackets totaling $368 ($378 with shipping) on 5/21/23. I received an email on 5/30 that my shipment was on the way. The **** tracking code is still reading "Pre-Shipment Info Sent to ****, **** Awaiting Item May 30, 2023". I've attempted calls, emails, and online requests to this company over 5 times within the last 2 weeks, and not one returned email, or phone call from this company. Unfortunately, I didn't check this site before spending my money. Unfortunately, this delay has cost me more money than I spent because I'm delayed on an important work project and contractor's are awaiting this shipment. I'm unsure how this business is allowed to be in business with such a common complaint. I am looking into other legal avenues to pursue a valid solution to this common issue.

    Business Response

    Date: 07/18/2023

    Hello -

    Both order for this customer have been shipped. One was delivered to the customer on June 2nd and the second order is currently "out for delivery". Both orders were shipped to the customer. We apologize if the order does not work for the customer. They are welcome to return for a full refund. We wish issue a refund as soon as we receive their return.

    Thank you

    E-Z Frames

    Customer Answer

    Date: 09/05/2023

    I submitted a complaint 3 months ago regarding this company. You provided me with a response that you were also unsuccessful in reaching this company. Your response did not prompt a response from me; however, your next response stated that since you did not hear from me that you were closing this case... Well this issue is still unresolved. This company sent a part of my shipment and the other part is at the post office because I refused to pick it up because **** informed me that I owed additional money because shipment fees were not properly assessed by this company. I declined the package. The company sent me a return label to return the items. However, I only have part of the shipment and I don't want to be held responsible for items I do not have. I communicated this with the company 3 months ago, and have heard nothing. The same day they sent a return label, they asked me if I have zelle or paypal to refund my money. I informed them that I didn't use either and requested my funds to be placed on the card that I paid for the shipment. Again, I have not heard from this company in months. 

    Business Response

    Date: 09/08/2023

    Hello -

    This order was shipped out to the customer. A signature is required for receipt. The customer never claimed the order and it was returned, however it never made it back to us. We refund when we receive the return and will look in to why the order was not returned to us after it remained unclaimed by the customer, If the customer would still like their order, we would be happy to ship it out again, however they do need to claim it from the post office or have someone at the home sign for the package because a signature is required to receive. Please have the customer contact us directly if they would still like their order.

    Thanks

    E-Z Frames

  • Initial Complaint

    Date:05/25/2023

    Type:Delivery Issues
    Status:
    Answered
    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 order for a 38 x60 EZ frame dog house on 4/13/23 . ORDER #***** I paid extra for expedited shipping (to be recieced in 3-5 days was the promise)The total was $94 It is now 5/25/23 and the company has not even delivered the package to *****I tried to contact by phone but was directed to send an email. I sent three. Finally heard back and the company stated it had been shipped however the tracking information says only pre shipment information has been provided to ***** No physical product Since I STILL have not recieved the product I purchased, I am now seeking reimbursement for the full product price and shipping. I have made this request to the company but have recieved no response.

    Business Response

    Date: 06/05/2023

    Hello -

    This order was shipped and delivered to the customer on May 30th. A signature to receive was signed by the customer. This order has been received by the customer.

    This issue has been resolved and the case can be closed.

    Thank you

    Customer Answer

    Date: 06/05/2023

     
    Complaint: 20103155

    I am rejecting this response because:

    The package has now been received this is true. However this purchase exchange has not gone smoothly and I paid for an expedited shipping agreement that was not even close to met. This is not what was agreed to and I want my shipping fully refunded. 

    Sincerely,

    ***********************************

    Business Response

    Date: 07/18/2023

    Hello -

    This order was shipped and delivered on May 30th.  A signature was required for receipt. This customer has received their order. We consider this complaint resolved for the customer.

    Thank you

    E-Z *******************

  • Initial Complaint

    Date:05/22/2023

    Type:Delivery Issues
    Status:
    Answered
    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 a product from their website, and it's been almost 90 days and I still haven't received my product even though I've received assurances that the product would be shipped on a given date. I do have concerns that this business might be deceptive. I ordered the product on February 27th - Got notified of intent to mail.March 9th - Inquired about deliver stated "will ship this week"March 25th - Company stated it would be shipped at the end of the week.May 2nd - Company stated it would be shipped at the end of the week.May 19th - Requested refund, still waiting on a reply.

    Business Response

    Date: 05/28/2023

    Hello -

    Per the customer's request, both orders placed by the customer have been cancelled and both orders have been refunded per the customer's request. This complaint can be closed, this issue has been resolved. 

    Thank you 

    The E-Z Frame Team

  • Initial Complaint

    Date:05/22/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    ORDER #************ Standard Greenhouse Kit = $194.00 plus $10 shipping, total $204.00. Ordered 3/20/23 (charged to card) Shipping Address: ************************************************************************** 3/20 - I placed my order. The website states that most orders are shipped in 3-5 days and could take up to one week to receive on the East Coast. 3/29 - I asked for an update and received a response from **** on the same day stating that "We have been dealing with a major supply chain issue and are working hard to catch up on all orders. Yours should be shipping next week". 4/3 - Received an email stating my order shipped. Tracking #******************************. This tracking status **** says "waiting for package" 4/17 - Asked for another update, received a response from **** on the same day stating "It looks like its shipping this week." 5/1 - Asked for an update. Received an email from **** on 5/2 stating, "I am having this shipped this week" 5/8 - Asked for an update. No Response. 5/10 - Asked for an update. No Response. 5/16 - Asked for an update. No Response.

    Business Response

    Date: 07/18/2023

    Hello -

    This order was shipped and was delivered on June 2 to the customer. A signature was required for receipt. This customer has received their order. We consider this complaint resolved for the customer.

    Thank you

    E-Z *******************

  • Initial Complaint

    Date:05/20/2023

    Type:Product Issues
    Status:
    Answered
    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 kit from this ******* of ***** 26th. My credit card was charged the same day. I have not received the item. There has been no communication from this ******* nor have they responded to emails and phone calls. I have purchased the lumber required for this project in preparation for this kit. I am beyond frustrated and believe that this is a scam. I paid $86.00.

    Business Response

    Date: 07/11/2023

    Hello -

    This customer's order has been shipped and long since delivered. The customer has received their order. This complaint can be closed.

    Thank you

    E-Z Frames

  • Initial Complaint

    Date:05/18/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Made an order (ORDER #****) with *********************************************** LLC for a 10x12 standard storage shed kit with floor framing for $233.41 on September 18th, 2022. The website clearly stated shipping times **** days. After multiple attempts to get in touch (on 10/08 and 10/14) I received an email that my shipment was on its way on 11/28/2022, but the shipment never got past just the label creation. I reached out again on January 19th 2023 and received a response that my order was shipping the following Monday and again nothing was shipped. So I imagine they were just lying to again buy more time. I reached out again on March 23rd 2023 and a week later got the same type of response that my order would ship the following Monday - it did not ship. Three weeks later I reached out again and again was given a response that they were trying to get all orders shipped the following Mon/Tues - order did not ship again. It has now been 8 months with no shipment and no refund and lie after lie about it. At this point I am hoping for a refund or immediate shipment or both for the hassle over that time.

    Business Response

    Date: 08/07/2023

    Hello -

    This order is being processed and shipping tomorrow. All orders are shipped priority so you will have this order by the end of the week.

    Thank you for your patience in the delay of shipping your order.

    E-Z Frames

    Customer Answer

    Date: 08/21/2023

    There have been 10 more fake promises of this business sending the product I paid for. There are still continued excuses as well.  It is approaching almost 1 year since I placed the order and nothing has been shipped.  I have never seen or experienced a company like this that continually promises that the product is shipping next day and then doesn't do that over and over and over again.  If this is a scam, it needs to be addressed so that other people don't continue to fall for this.

    Business Response

    Date: 09/12/2023

    Hello -

    This order has been shipped and was delivered to the customer on August 31 per tracking information. This order has been received by the customer. We consider this complaint closed satisfactorily. 

    Thank you

    E-Z Frames

EZ Frame Structures & Shelters LLC is NOT a BBB Accredited Business.

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