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Business Profile

Arbors

Gazebo Parts Direct

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 53 total complaints in the last 3 years.
  • 15 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:06/26/2025

    Type:Customer Service 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.
    We ordered a canopy replacement for our gazebo, based upon Gazebo Parts Directs recommendation. We followed their instructions to take detailed pictures in order to determine the correct model number. We received our gazebo canopy and it did not fit. We asked them replace it with the correct model. They stated that they will not replace it, but we will need to purchase another one and they will refund our money for the original one upon returning it. We decided against buying another one through Gazebo Parts Direct. We returned the original canopy on May 17, 2025 and it was received may 19th. Tracking number: ********************** Via ****. We have since contacted the company via text (No phone number or way to contact them via their website). We texted them the following dates: May 23rd - no response May 27th - No response May 29th - No response May 31st - They finally responded, "We will check on this". June 2nd -no response June 11th - We texted them, "Hello kindly refund my money". Their response was, "Ok, we can do that"June 12th - We texted, "Has this been issued?" - NO response June 19th - We texted, "Hello, please issue my refund". they responded, "I will have them check the refund and resend if necessary".June 24th - We texted, "Hello, still no refund". No response June 25th - We texted, "Please advise or I will open a dispute with my bank". No response.June 26th - We texted, "Where is my refund? In addition, we will be reporting you to the BBB". They responded, "You didn't get the replacement for the correct canopy?". We stated, "You haven't refunded my money". They texted, "I will check from what I see outthought they were sending on with the grommet in the top of the vent cover. We texted, "No, If you look at this text thread 3 separate times your company has state the refund would be issued. Refund my money.". they responded, "Ok, I will have them refund you.This does not include the times I attempted to call them.

  • Initial Complaint

    Date:06/23/2025

    Type:Product 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.
    i PURCHASED THE **** APRIL 22, 2025, I TRY TO COMMUNICATED VARIOUS OF TIME, THEY GIVE ME EMAIL AND WITH LINK. I TRY THE LINK DOES GO NO WHERE AND PLUS I TRY THE TELEPHONE NUMBER GOES STRAIGHT TO VOIC****** I EMAILED THE VARIOUS TIME AND NO ONE HASNT GOT BACK TO ME. I SUBMITTED A COPY OF RETURN **** AND BEEN MORE 7 TO 10 BUSINESS DAY. I SUBMITTING COPY OF SOME OF THE ******

    Customer Answer

    Date: 07/17/2025

    Better Business Bureau:

    At this time, I have not been contacted by Gazebo Parts Direct regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:06/20/2025

    Type:Delivery 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.
    I ordered a replacement canopy from Gazebo Part Direct the first of May, I believe it was May 10th 2025. The cost of the replacement deluxe canopy is ****** plus shipping ***** dollars. They contact me in the middle of May saying it was shipped out for delivery. On May *************************************************************************************** **********.. When I tried to contact someone about the shipping error, They just respond saying my package was delivered. You can't call them, you have to send email them.I have tried 2 to 3 times with no luck. Could you please help me get my money back. My name is ***** **** my address is ************************** ******** ********. My number is ************, my email is ************ com. The order # is ***** with *** tracking number *******************

    Customer Answer

    Date: 07/15/2025

    Better Business Bureau:

    At this time, I have not been contacted by Gazebo Parts Direct regarding complaint ID ********.

    Sincerely,

    ***** ****

  • Initial Complaint

    Date:06/18/2025

    Type:Delivery 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.
    We ordered a gazebo cover on Sunday Jun3 8, 2025, and we received email that order was received, and we would get an email when it shipped and that has been over a week. The one phone number goes to voicemail and the other one says it is full. They charged our credit card. They gave us a place to track the order and there is no such business on the tracker.

  • Initial Complaint

    Date:05/20/2025

    Type:Delivery 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.
    Ordered mosquito netting on 5/10/25. They said they would ship within 5 to 7 days. Have followed up with them in email and have not received a response. Based on no response and what I have found online, I am sure I will not be receiving what I ordered.

    Customer Answer

    Date: 06/13/2025

    Better Business Bureau:

    At this time, I have not been contacted by Gazebo Parts Direct regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:05/20/2025

    Type:Delivery 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.
    I purchased a replacement canopy on 4/22/25, received the product on 5/6/25. I had the exact part number so there is no reason it would be wrong, but the replacement canopy did not fit. I have tried to contact the company more than 5 times with my issue, pics of the canopy and my order number. To date I have received zero responses. Sadly now the 30 day return window has expired and I do not expect to ever hear back from them. $225.00 wasted on this company.

  • Initial Complaint

    Date:05/19/2025

    Type:Delivery 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.
    Placed order on April 21, 2025 and they reached out about order before shipping on April 25, 2025. I emailed back stated it was wrong and to cancel order and refund money with no response. Emailed again on April 29, 2025 with no response. It is May 15, 2025 and no response.

  • Initial Complaint

    Date:03/26/2025

    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.
    Wrong part shipped. Vendor will not respond to ANY correspondence. Email, text, voice mail, chat. No way to return item without assurance of a replacement or refund.

  • Initial Complaint

    Date:02/12/2025

    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.
    I ordered a replacement canopy for my pergola on July 20, 2024. When it arrived it was not a canopy cover but instead was four separate smaller items. Im not sure what they are but I think possibly they are covers for posts for a pergola. I emailed the company letting them know I received the wrong item and they told me they would email me a packing slip to return the item. I did not receive an email with the packing slip nor my replacement item so I followed up again a few weeks later asking for them to correct this. I did not receive a response. The original replay was from ******* ********* on July 26 and I havent received anything since then even though I continue to email and ask for either the item or a refund

    Customer Answer

    Date: 03/08/2025

    Better Business Bureau:

    At this time, I have not been contacted by Gazebo Parts Direct regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:02/11/2025

    Type:Delivery 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.
    Never received the the item, ghosted by the business. ****!

Gazebo Parts Direct is NOT a BBB Accredited Business.

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