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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:05/12/2023

    Type:Service or Repair 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 placed a small order on April 27, 2023, the amount was $45.20. My card was charged on May 1, 2023.I assumed that I would receive an e-mail with tracking once the payment was processed.. 12 days later nothing!I have tried calling multiple times, left two messages and e-mailed twice, no response. I can understand longer processing times and ship times, it happens. I own a business which ships 75% of our products, I get it.. What I do not understand is the lack of communications! I am happy as long as I am receiving updates or responses from the company from which I ordered. EZ Frame has a wonderful product idea, just a lack of communication and possibly organization.

    Customer Answer

    Date: 05/24/2023

    Hi, 

           I received an e-mail from EZ Frame with a tracking # a day or two after I filed the complaint.. received the product today (showed up yesterday but my gate was closed). The product is great and I will order more from them, just would like a little communication from them on future orders! 

    Thanks, ****

  • Initial Complaint

    Date:05/12/2023

    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.
    We ordered 2 frame kits totally over $222 dollars in early April. There has been 0 contact from the company in regards to this order and despite multiple calls and emails we cannot get in touch with anyone at the company.

    Business Response

    Date: 07/10/2023

    Hello -

    These orders have been shipped and received by the customer and an additional one ordered since that was also delivered as well. This customer has received all their orders and this issue has been resolved. The complaint can be closed/

    Thank you

    E-Z Frames

  • Initial Complaint

    Date:05/02/2023

    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.
    Hello,On 4/28/22 I ordered a greenhouse, 10x20 with floor framing and two extra 2x4 windows. The order number is #****. This order was never shipped but was paid on time by myself. After contacting the vendor 9 times to look for resolution, the message continues to be "I apologize for the delay. We are dealing with a major supply chain issue and are working hard to catch up. Your order is in process to ship out no later then the end of next week." I have asked for the product to be shipped or a refund of money and the company never wants to talk about a refund. In all honesty I would rather have the product vs. a refund but at this point have no faith this will ever ship. On 3/17/23 after I complained again in email the company created a shipping label to give a perceived notion that the product shipped but then it never happened. The tracking number they created was through **** **********************. I am happy to provide all emails and documentation needed around this order and company responses to me or lack there of.

    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

  • Initial Complaint

    Date:04/28/2023

    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 with E-Z Frame Structures on April 17 with their website estimating 3-7 days for processing and shipping. I have reached out to the company multiple times via email and phone call and I have not received a response on the status. I would like to know how much longer this will take so I can decide if I should wait or request a refund. Since I can not get in touch with the company, my next step will be to contact my credit card company to file a fraudulent charge case.

    Business Response

    Date: 05/28/2023

    Hello -

    This order has been shipped and delivered to the customer. Per **** tracking information this order was delivered to the customer on May *********. A signature was required for receipt. The customer has received the order. This complaint can be closed, the issue has been resolved.

    Thank you

    The E-Z Frame Team

  • Initial Complaint

    Date:04/26/2023

    Type:Customer Service 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 3/9/23. Was marked shipped 3/22/23. Tracking number shows nothing. I have emailed and called multiple times with no response. When I looked on their ******** page tons of comments about the same thing. How is this business selling to large retailers like *********** lowes, wayfair when they are scamming people.

    Business Response

    Date: 05/28/2023

    Hello -

    Per **** tracking information, this order was shipped and delivered to the customer on May 1st, 2023. Signature was required for receipt. The order was received by the customer, please close this complaint, the issue was resolved.

    Thank you

    E-Z Frames

  • Initial Complaint

    Date:04/24/2023

    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 attempted to purchase a greenhouse package from this scam. It's been a month and the owner just responded. They are refusing to send my product and will not give me a refund

    Business Response

    Date: 05/11/2023

    Hello -

    This order has been shipped and received by the customer. No other action is necessary at this time.

    Thank you

    E-Z Frames

  • Initial Complaint

    Date:04/19/2023

    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.
    On March 18, 2023, E-Z Frame Structures provided me with a **** tracking number, indicating to me that the 10x20 standard greenhouse kit I had purchased was on its way. However, on the **** website the tracking number provided indicates my purchase has never left *****. Today is April 19, 2023, and by now I have emailed EZ Frame Structures several times and called the provided number on the website. I have left voicemail messages several times and not once have I received any kind of return correspondence. As others have stated, they are quick to take your money but then you never hear from them. I would not recommend anyone ever buy from EZ Frame Structures. At worst, this business is a scam. At best, they don't know how to run a proper business and their customer service is non-existent. BUYER BEWARE - DO NOT DO BUSINESS WITH EZ FRAME STRUCTURES & SHELTERS LLC.

    Business Response

    Date: 05/11/2023

    Hello -

    This order has been shipped and received by the customer on May 8th. No other action is necessary at this time.

    Thank you

    E-Z Frames

  • Initial Complaint

    Date:04/19/2023

    Type:Product 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 a small EZ frame kit ( Order # ****) the last week of February 2023. My Card was debited $120.70 on 2/23/23 and received a **** tracking number on 2/27/23. After two weeks of no shipment I contacted EZ Frame who said the order would be shipped hopefully by the end of that week. I again contacted EZ Frame last week saying their web site promised shipment of all orders the week prior and wanted status of mine. They promised shipment by 4/17/23. Again the **** tracking number, as of today, still says they are awaiting the product. The company personnel are very nice but that is not helping ship an order I purposely placed in the Winter for a Spring project. Their web site never mentioned shipping delays nor months waiting times.

    Customer Answer

    Date: 05/01/2023

     Please be advised I just received the delivery in question regarding complaint # ********.

    Thank you.

     

    Sincerely, ***********************

  • Initial Complaint

    Date:04/16/2023

    Type:Product 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.
    Never refunded my purchase after I received an email from them staining it was. I have called, email, and reached out on social media. They may respond, infrequently, but still no refund to my bank!

    Business Response

    Date: 05/11/2023

    Hello -

    This order was cancelled 3 days after it was placed because the customer was upset that it had not arrived yet when it was on a Sunday and they could not understand why it had not arrived by that following Wednesday. We are located in ***** and they are located in **********. Even if we had been able to process it same day (ie Sunday which is a non shipping day) and shipped it out that day, it would not have arrived to ********** via priority shipping. It does take us 3 to 5  days to process and ship an order and we typically ship priority so it is about 2 to 3 days shipping depending on where you are located, but there is no way we could have gotten it there in time. Only Amazon has that type of turn around time - IF they have it already in one of their fulfillment warehouses. 

    We have tried to refund this more than once since then to their card, but the refund was unsuccessful giving us an error message. This is typically because the card number or other information like exp date *** have changed since the order was placed. If the customer would like to reach out to us with a Paypal account information, we would be happy to refund them that way as that would be our only other option. As soon as we get that, we can process the refund.

    Thank you

    E-Z Frames

    Customer Answer

    Date: 05/19/2023

    The company is lying yet again, the order was canceled because there was no indication on the website at that time that there was a supply chain issue and it would not arrive for 3 to 4 weeks. It wasn't until after we ordered that we received an email that there was a supply chain issue for 3 to 4 weeks. Please see the correspondence below where she is tell me on Apr 17, ************************************************************************ refund because of how old it is. She asked for a pay pal account and I gave it to her.  ************** They still have sent no refund.

    Below that you will see a coraspondence between two representatives of the company going back-and-forth, "Don't even answer these guys!!!! Already cancelled it!!!" 
    and the other 
     
    "So this is the #**** one where you told me NOt to answer them and to cancel it. and you were mad at them. So now WHY are we shipping it anyway?"

    Business Response

    Date: 07/11/2023

    Hello -

    This order was cancelled about 3 days after it was placed because customer said it had not arrived on time. However, the order was placed going in to the weekend and shipping was going from ***** to an address in **. There was no way for ** to be able to get it to the customer in that time **********************. 

    There has since been communication with the customer - the order was cancelled and refunded and the issue resolved amicably. This complaint is now resolved and can be closed.

    Thank you

    E-Z Frames

    Customer Answer

    Date: 07/19/2023

     
    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. The vendor has paid my invoice to the via PayPal on 6/13/2023, restoring the fund to my account. 

    Sincerely,

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

  • Initial Complaint

    Date:04/10/2023

    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.
    3/12/23 purchases shed kit online. Sent numerous emails to find out status of order. Was told would be shipping out the next week. Etc. Got empty **** shipping label that never moved. Requested order to be cancelled. Was done 4/4 . Refund never received. Asking for refund to be expedited and thus business to be held accountable. I also sent several emails asking about refund status. No response rcvd.

    Business Response

    Date: 05/11/2023

    Hello -

    This order was cancelled per the customer's request. A full refund has been issued to the customer. No further action is necessary.

    Thank you

    E-Z Frames

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

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