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:04/24/2023

  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 Keter Shed Last Summer....didnt even last the winter and is already cracked and warped and broken....Please issue refund to our family as it was not cheap and cannot afford to waste funds on bad purchases like this one

  Business Response

  Date: 05/02/2023

  Hi,  

  I would be happy to investigate this for you. Please send:
  
  Proof of purchase including date, retailer, product, and color
  Pictures of the area with a description of why parts are needed.

  Any Keter Case number that you may have.

  Once these are received, well advise. 

  Thanks,and have a great day,
   
  
  
  *******************************
  Consumer Experience Specialist
   

  Customer Answer

  Date: 05/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  See attached pictures and Amazon receipt....

  I do not want parts I just want a refund since I have since purchased a different replacement shed from Lifetime Products instead to replace this bad product....

  
  Regards,
  
  ******** R

  
  

  Business Response

  Date: 05/05/2023

  Hi, We understand your frustration, and we sincerely apologize for any inconvenience in this matter. We value your business and would like to address your concerns as quickly as possible. Keter is offering you a refund. If this is an acceptable solution to you, please provide your pay pal email address, and it will be taken care of right away.  I look forward to hearing from you soon.

  Thanks,and have a great day, 
  

   

  Customer Answer

  Date: 05/09/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ******** R

• Initial Complaint

  Date:02/26/2023

  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.

  I purchased a Keter Comfy 71 Gallon Resin Plastic Wood Look All Weather Outdoor Storage Deck Box, Brown on March 28th 2021 via Amazon and noticed that the top of the deck box cracked. This is probably due to the heat. Keter has a lifetime guarantee on its products. When I contacted Keter they said to contact the seller. The Seller is no longer a seller on Amazon. When I informed Keter of this they have not responded. I need a new lid for the box.

  Business Response

  Date: 02/28/2023

  Hi,  We regret to inform you that because your product was purchased from a 3rd party seller ( Northern ********** Sled Dog Rescue ) and not one of Keters approved retailers, we cannot provide you with replacement parts under warranty. This issue will need to be addressed by the 3rd party seller. We apologize for any inconvenience this may cause. 
  
  Thanks, and have a great day, 
  
  
  *****************************
  Consumer Experience Specialist

  Customer Answer

  Date: 03/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I purchased this through a third party vendor which was Amazon. You warrantee indicates coverage for the product itself, not where the product was purchased. The product was fine when I bought it.

   
  
  Regards,
  
  ***************

  
  

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service 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.

  So I just received a Keter Extra Large Utility Cabinet as a Christmas gift from a family member and I was very excited about it because my dad and brother have a bunch of Keter products and I've always wanted one too but... As I was building my new cabinet for my ******** noticed that the 4 shelves, 4 shelf brackets and 6 of the light grey door inserts were missing from the box. Talk about being disappointed! I now have a Extra Large Utility Cabinet with no shelves..! Useless! I tried submitting the form to Keter thru their website but it wouldn't let me upload anything so I called their customer service number and after numerous attempts & being hung up on, I finally got to talk to a person! But since I don't have a receipt (the family member who gifted me it can't find the receipt either) I was told that I will have to purchase the missing parts. I was told about the form on their website that needs filled out but as I was trying to explain to the customer service rep about it not letting me upload and complete it, I kept getting cut off.So being that this is my first and most likely my last Keter product here's what I've learned...1. Their customer service is horrible 2. If you have any issues with their products, expect to pay something to get it right 3. Again, I most likely won't purchase another Keter product (I personally didn't purchase this one but I've always talked about getting a Keter cabinet)Sincerely, A disgruntled customer

  Business Response

  Date: 01/06/2023

  Good afternoon,  We do apologize that you received your Keter product without some of the parts.  I have placed an order for the parts to be shipped out to you asap.  Here is the case number 00852896.  If you have any further assistance please feel free to contact us with any questions or concerns.

  Thanks, and have a great day,
   
  
  
  *****************************
  Consumer Experience Specialist

   

• Initial Complaint

  Date:12/01/2022

  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.

  Door hinge broke during installation in July 2022. Was promised replacement part, then a refund, then a replacement part since the issue was reported below. Now they are not returning any emails. I provided all receipts and other information requested. I can forward full email chain if needed. Case number is referenced below. Original email:From: *************************** [************************]Sent: 7/18/2022 3:22 PM To: ********************************* Subject: Re: Case ******** Broken Part Product name: Premier Tall Model Part number: SP DBL - bottom left door hinge piece (black plastic fits on bottom of door and slides into slot on left side of shed for hinge)Full shipping address:******************* **************************************************************** On Mon, Jul 18, 2022, 10:10 AM NA **************** <*********************************> wrote:Hello, Please provide me with your specific product name and or number. Along with a description of your part requested and or number. As well as your FULL shipping address. So, that I may better assist you. Have an amazing day.Thankyou, *************************** Keter CSR --------------- Original Message ---------------From: *************************** [************************]Sent: 7/10/2022 10:02 AM To: *************************** Subject: Broken Part SP DBL broke during installation. Please send a replacement. Premier Tall Model SP DBL ******************* **************************************************************** Thank you,-***

  Business Response

  Date: 12/02/2022

  Hi,  We apologize for the inconvenience you have with your Keter Shed.  Please provide your pay pal email address and we will be able to process the refund.  We look forward to hearing from you soon.  Thanks, and have a great day,
  
  
  *****************************
  Consumer Experience Specialist

   

   

• Initial Complaint

  Date:08/14/2022

  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.

  On July 3,2022, I ordered a Keter Unity XL stainless steel outdoor cabinet. I received an email saying that my order was received. I have had no response since then. I have sent 2 emails with no response and have just sent a third. There is no phone number listed. I paid $86 for the unit.

  Business Response

  Date: 08/30/2022

  Hi,  I would be happy to investigate this for you. Please send:
  
  Proof of purchase including date, retailer, product, and color
  Your full name, address including city, state, zip, phone
  Pictures of the area with a description of why parts are needed
  
  Once these are received, well advise.

  Thanks, and have a great day,
  
  
  
  *****************************
  Consumer Experience Specialist
  

  Customer Answer

  Date: 09/01/2022

  I had ordered this product and never received it. I have sent 3 emails. There is no phone number listed with which to call to check on the order. There has been no response to my emails. I would like to have the product delivered or not be charged for this product

  Business Response

  Date: 09/16/2022

  Called and left a message for consumer to call me back with details of where she placed her order.