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Business Profile

Tool Sheds

Shelter Logic Operations Canada Ltd

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tool Sheds.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint 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:15/07/2022

    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.
    A ShelterLogic/***** gazebo was ordered on May 16, 2022 from ********* for $1807.99. The item was shipped and arrived approx. 10 days later. Upon unpacking the two large boxes, it was discovered that 4 essential roof panels were missing from the delivery contents. ShelterLogic was contacted via phone and advised that these 4 items were missing and I was advised replacement panels would be shipped out to me. I was told that it would be 3 to 4 weeks as the company was moving warehousing from Ontario to Quebec. A copy of my invoice was sent to a ShelterLogic representative, Linda K. as requested. I further reached out at the beginning of July to try to track down the status of my replacement roof panels via an online form. On July 7th another customer service person, Arelis M., responded via e-mail and said that my request had been escalated and the replacement order would be sent as soon as possible. Since then I have e-mailed and left several voice messages, but no one has contacted me. Today I said I was going to file a complaint with the BBB, and I finally received an email response. I was told that the replacement order has still not been shipped. As a consumer, who has purchased a seasonal item with intent to be used in the summer, I am extremely frustrated by ShelterLogic's lack of concern, not returning calls, and being unable to assist me with concrete information regarding providing me with missing items that I have paid for and had hoped to use this summer. I am hoping that you can help me deal with this company's poor customer service, as this is a sizeable purchase and with out a roof, this gazebo is of no good to me.

    Business Response

    Date: 27/07/2022

    We sincerely apologize for the delays in shipping your parts to you and that you had missing parts to begin with. This should never had happened. We take great care and have very strict quality control measures to ensure all parts are included with your gazebo. In addition, it should not have taken this length of time for you to get your parts. We tracked your shipment and show your parts were delivered to your front porch yesterday, 7/26.
    We thank you for bringing this to our attention as we will look into this further to make corrections in our processes as this is not the service you should expect from us.
    Thank you for being our valued customer and we hope you enjoy many years of relaxation under your new gazebo.

    Customer Answer

    Date: 28/07/2022

    (The consumer indicated he/she ACCEPTED the response from the business.)
    The response from the company is an apology, however, their inept customer service and lack of follow-up with the consumer in relation to this matter is unacceptable. A company representative advised me that missing items are a common occurrence. As a consumer, I expected to be kept informed by the company as to the status of my missing items and the expected replacement date, rather than having been left in the dark. It was left up to me to continuously follow up with the company. My last correspondence with the company advised me that they did not know where my missing replacement items where or when I should expect to see them. Providing me with simple and accurate information, such as that the missing items were shipped (with tracking information), or that they can be expected by a certain date would have alleviated this complaint to the BBB. I was left with a roofless gazebo frame on my deck for a good portion of the summer. The frustration of not knowing when and if you will see your missing pieces arrive was very concerning. I finally reached out to ******, who were amazing to deal with, and they were able to quickly assist me after I gave up on Shelterlogic helping me. Of course, the missing roof panels from Shelterlogic finally arrived one morning to my surprise with no advance notice, only days after ****** stepped up to help. Despite this apology and having received the missing pieces six weeks later, I still feel that Shelterlogic/***** needs to revisit their customer service standards and etiquette.

  • Initial Complaint

    Date:14/07/2022

    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.
    Ordered a recover kit for mys car tent .was told it might take a month. Going on 3 months now and no kit . I want my cover kit. Can you help ?

    Business Response

    Date: 06/09/2022

    Business Response /* (1000, 5, 2022/07/21) */ We are very sorry for the delays in shipping your cover kit to you. When you spoke to us and placed the order on May 15, 2022, you did have a conversation with the representative regarding the expected delay. We discussed that the cover kit wasn't in stock before taking your payment. We did explain that the earliest we would receive the product back in stock would be the end of June, but this wasn't certain, as it's very important we provide you realistic expectations. Unfortunately, due to supply chain issues that are out of our control, we did not receive the cover kit yet. We sincerely apologize for the inconvenience as we are making every effort to have all products in stock that you and our customers need. At your request, we did cancel the order and refund your credit card. Consumer Response /* (3000, 7, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will wait until it is confirmed that my money had been refunded to my credit card Business Response /* (4000, 9, 2022/07/27) */ Your refund was process on July 18th. It usually takes up to two weeks to see your refund in your account. This allows processing time for the banks involved. If you don't receive your refund by August 1st, please let us know. We apologize for the inconvenience.

Shelter Logic Operations Canada Ltd is NOT a BBB Accredited Business.

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