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:12/20/2024

  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 have bought many arrow sheds before..but this one was all messed up ..holes were way off..uneven cut roof panel..and lots more..will not buy another one since the don't back there product or refund..horable company

  

  Business Response

  Date: 12/26/2024

  Hello *****,
  

  Thank you for taking the time to share your feedback. We sincerely apologize for the challenges you've encountered during the installation of your metal shed. Please note that your experience is important to us. We recognize the frustration caused by the assembly problems and the adjustments needed for the roof panels to align with the pre-drilled holes. Normally the panels line up perfectly with the frame once it is squared. We advise the frame must be level and square for the holes to line up with the panels. We encourage all our customers to reach out to our customer care team so they can assist consumers with the discrepancies theyve faced. We suggest submitting a warranty claim to carefully evaluate your claim.
  
  Please submit your claim via this link at ************************:
  
  Registration & Warranties (************************)
  
  After submitting your warranty claim, the warranty department can explore potential solutions or compensation options related to your shed. 

  Thank you, 

  The ShelterLogic Team.

• Initial Complaint

  Date:04/20/2024

  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.

  We purchased a shed from Lowes.com. The shed is of very low quality. Every time we have a normal rainstorm the shed falls over or twists, bends, breaks, tears, etc. We have attempted to secure it to the concrete which did not help and now the only thing holding it up is it being strapped to our lawnmower making us unable to use our lawnmower for fear the shed will fall over. Lowes employees helped me get in touch with the company advising that there was a warranty that should cover normal damage of the shed. The first person I spoke to at the company refused to help me and told me I had to call Lowes back to get any help. I then had to call back telling and that person told me the only thing the warranty covered was rust. When I told them ***** informed me of the warranty policies to cover normal damage only then did they agree to work with me. I provided pictures per their requests it took them weeks to get me in touch with the warranty department only for them to tell me that the shed is basically not rated to handle any type of weather and the best they can do is offer a discount to buy replacement parts which given the warranty and the quality we feel is not acceptable as we will be buying replacement parts the rest of the time we have the shed. We are now having to purchase our own materials to build a new shed.

  

  Business Response

  Date: 04/22/2024

  Hello *********,

  We are very sorry you feel this way! Please know that our warranty department does work hard to treat every claim fairly and consistently, which is why they did not approve your claim due to it being an (Act of Nature) and acts of nature are not cover under the manufacturer's warranty. Please understand that we cannot provide a refund for products purchased through third parties (retail stores) because we have not collected any funds directly. Lastly, we do offer live load rated shelters that are more suitable for your specific needs. For assistance in your search, please feel free to call us on **************.

  Thank you for your understanding. 

  Arrow Sheds. 

  Customer Answer

  Date: 04/22/2024

  Complaint: 21602146
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair 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 10/25 I ordered a green 10x4 swing door Arrow shed thru Amazon. Rec'd 10/6. I also ordered a floor frame kit and a concrete anchor kit. This thing has been a nightmare. The doors were damaged upon arrival, I called Arrow, they sent new doors, they were damaged and the wrong color. I've been thru 4 floor frame kits (2 were listed wrong on Amazon and didn't fit the shed at all), the 3rd order, after confirming with Arrow, are NOT designed to fit this shed when concrete anchors are used they sent a replacement, didn't help). I had to modify the floor frame, then followed instructions for cutting the plywood floor. Nope, instructions had incorrect measurements and failed to take into account the interior framing pieced for the walls. I finally get another set of doors. As I'm attempting to complete the door assemblies, it becomes apparent that parts used for door bracing are not cut/designed properly, and are impossible to install. Additionally, the various instructions have conflicting information/steps. It is painfully obvious that no one at the company had ever attempted to build one of these things.
  I don't know what is wrong with the company, but this is not even remotely reasonable.
  I am now out:
  shed: $614.08
  floor frame: $95.39
  Anchor kit: $38.92
  Flooring: $116.21
  If we add in my time, I have spent approx 24 hours eight trying to build this thing or on the phone with customer service. M hourly rate at work is $41.50, which comes out to approx $996 n labor, and I still don't have a competed shed.

  

  Business Response

  Date: 11/27/2023

  Hello ******, 

  We
  are sorry to hear about your negative experience. We would like to assist you, but first we need to gather additional information from you. Please provide us with the model number or copy of the purchase receipt to your Arrow shed. We need to identify the Arrow Shed model number to guide you with the floor frame kit assembly. Lastly, please note that our sheds are designed as DIY projects in hopes of saving on installation
  costs. We try to make our manuals as detailed as possible to prevent mistakes.
  Assembly time depends on a variety of factors, including roof design, tools
  available, DIY skill, and the pace at which you work. Guidelines for each shed
  assembly are approximately AFTER completion of the base and assume two or more
  people working on the assembly. These
  sheds do not include a floor because of all the possibilities available. If you
  are building a solid wooden or concrete platform, that can be used as a floor
  on its own. 

  We are looking forward to hearing back from you. 

  Thank you,

  Customer Service Rep. 

  Customer Answer

  Date: 12/27/2023

  Hi -

  I never received a notice that I was expected to respond by a particular date.  Additionally, a mere 7 days for a detailed response was not reasonable, in any case.  I have had work obligations, weather sensitive outdoor maintenance tasks, a retaining wall that needed to be finished before we got snow, and some medical issues, or I would have responded sooner.  Attached is detailed documentation regarding my purchase, problems, and costs associated with this complaint. Please forward to the company, as I would like a solution sooner than later.

  Sincerely,

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

  ************/**********************

  

  Business Response

  Date: 01/02/2024

  Hello ******, 

  We are very sorry to see you had trouble following the directions. We are constantly updating our manuals and will be using this feedback proactively. Unfortunately, we do not have techs that can go out there to assemble the unit for you. Our sheds are designed as DIY projects in hopes of saving on installation costs. We recommend at least two people to assemble a shed of any size – at least one to position parts or panels, and one to handle fasteners and tools. Furthermore, we cannot provide a refund for products purchased through a third party (retail store) because we have not collected any funds directly. What we can do is help remedy the installation troubles you're experiencing. Based on the information you provided us, it seems the overlapping door braces are what's preventing you from finishing the installation of the shed. For the overlapping door braces, you can use a Rubber mallet again to try and flatten it so that the screw can reach through the other end of the brace. Using a longer screw / different hardware won't work since a longer screw can pierce the other end of the door. Once flattening the braces, you'll be able to fit the screw through both braces and finish the install. 
  

  We value your feedback and most definitely understand your concerns regarding the assembly manual for both the shed and floor kit. We do apologize for the inconvenience, and we will look into ways how to improve our instruction manual. 
  

  For Arrow assembly support, please call ************** (press 1). 
  

  Thank you for your understanding. 

  Customer Answer

  Date: 01/04/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: Arrow has not provided a viable solution, but instead they only attempt to shift the blame with their response.  They claim that I "had trouble following the directions".  I have documented the issues with their instructions, with the delivery of their product, of the problems with their replacement parts, and the ongoing problem that prevents me from completing the shed assembly so that it may be used as designed.  I have documented problems with their product - a product that is supposedly designed to be assembled by the average person.  For certain parts of the installation, a 2nd person is necessary, and for those portions I have utilized one.  However, their solution to require me to modify their pre-manufactured pieces is neither appropriate, reasonable, nor viable.  Additionally, it demonstrates that they did NOT thoroughly read the EIGHT PAGE document I sent documenting issues with the door assembly.  Even IF I modified the pieces as they suggest, they still would NOT align properly, and I would still have a cross brace that cannot be connected at both ends (this is documented beginning at the bottom of page 5, thru page 7 of my previously submitted document).

  Since Arrow REFUSES to issue a refund OR send out a tech to deal with this, the only other solution I can think of is for Arrow to ship me pre-assembled doors (handles and hinges not necessary, as I have those) - both door panels with the center brace, top & bottom trip pieces, and the 4 cross brace pieces installed.  This is a completely REASONABLE SOLUTION.

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

  

  Business Response

  Date: 01/08/2024

  Hello ******, 
  

  Thank you for your response. We’re so sorry that your experience did not match your expectations. Customer satisfaction is important to us, and we want to help resolve your issue as quickly as possible. Therefore, we will move forward with shipping you the two door panels with the center brace, top & bottom channel pieces, and the 4 cross brace pieces installed on the doors. Please allow us 3 to 5 business days to assemble the doors and have it shipped out to you. We will ship the doors to the same address on file. 
  

  For Arrow Storage Product inquiries, please call ************** (press 1). 
  

  Thank you for your patience. 

  Customer Answer

  Date: 01/09/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:

  Hi,
  

  I actually am accepting this solution.  Please send me a tracking number when the doors ship (please make sure they are the green swing doors).  The tracking number may be sent tome at **********************.  Once I recieve the door assemblies and verify that they are installable, I will update the response to "Accepted".

  
  Thanks!
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Customer Answer

  Date: 01/10/2024

  Hi - Your summary is incorrect.  I said that I have accepted the solution.  However, until I actually receive the solution, the problem isn't solved.  Please correct this in your records. I  am happy to update to solved/solution accepted once I receive the solution.

  Thank you.

  Customer Answer

  Date: 01/27/2024

  HI - Just to update, the company did make good on their agreement to ship me a set of assembled doors.  They arrived during a show storm, so I had to wait for snow to melt before unpacking and installing.  They are all installed now.  I would like to note that even the company had to modify the parts I had issues with, in order to attach them to the doors. While I am "satisfied" with the resolution, I to call the company multiple times for shipping info and I shouldn't of had to go through all of this in order to complete my shed.  Kits meant for self assembly should be designed better, so other consumers don't go thru these issues.

• Initial Complaint

  Date:11/03/2022

  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.

  Bought Metal 6x5ft Arrow Shed On Amazon For $800.00 Can. Shed Metal Is Very thin like a pop can screws are very cheap and holes for screws do not line up. Very bad quality worst than ***** made materials. Amazon has refunded me $140 for the low QUALITY of shed. Think Arrow should have made the metal better quality . Shed has bad reviews on alot of web sites and real bad on Amazon . Had to spend $300.00 extra dollars to make shed more secure. I want arrow to refund all my money or at least match amazons amount they refunded me. Never bought anything made in ************* of such bad quality. *******************.

  

  Business Response

  Date: 11/16/2022

  Hello *******, 

   

  Per our records, one of our Arrow specialist representatives has sent you the replacement parts you requested and sent you an email confirmation with it. We do apologize for the inconvenience. If you have any questions or need assistance with installation, please don't hesitate to contact us at ************** (press 1).

  Thank you

  Customer Answer

  Date: 11/16/2022

  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,
  
  *******************