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Business Profile

Tents

Kodiak Canvas

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tents.

Complaints

This profile includes complaints for Kodiak Canvas's headquarters and its corporate-owned locations. To view all corporate locations, see

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Kodiak Canvas has 2 locations, listed below.

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    • Kodiak Canvas

      78 S Fairfield Rd # 101-109 Layton, UT 84041-5120

    • Kodiak Canvas

      PO Box 762 Layton, UT 84041

    Customer Complaints Summary

    • 1 complaint 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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    • Initial Complaint

      Date:11/17/2024

      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.
      The most ridiculous experience I've ever had purchasing something online. Ordered a tent on a Friday and paid for overnight shipping because I had a trip the following weekend. Their shipping page didn't say anything about not shipping on Saturday, so I figured the tent would go out as I've had many things shipped on the weekend. Reached out to customer service but didn't get a response until Monday. Then the tent didn't ship until Tuesday and wasn't out for delivery until Wednesday. As if that's not annoying enough, I waited at home all day... I was literally in my driveway when I got a delivery notification and looked at the drop of location immediately only to discover it was delivered to someone else's garage. I don't have a garage, so I immediately contacted ***** and asked them to go find the package and deliver it to me and told them that I was waiting for it. Fast-forward to the following week and I still don't have the tent. I finally got so fed up that I opened a case with ****** who I used to check out and guess what? Kodiak is refusing to file a claim with ***** and issue the refund to **** do not recommend that anyone purchase a tent from them.I want my money back and I want it back now. You can file a claim with ***** to cover the costs as this is clear error on their end.

      Business Response

      Date: 11/28/2024

      This customer placed her order for overnight shipping after shipping cutoff on Friday. Our business is closed on the weekend, hence no response from customer service and no shipments were made. Her tent was shipped out the next business day via overnight. 

      it is unfortunate that ***** lost her package. We would have gladly we-shipped her a new tent or refunded her directly, but the customer filed a chargeback through ******. This is also the reason we did not refund her directly as she needs to wait for ****** to complete their chargeback process. 

      Customer Answer

      Date: 12/02/2024

       
      Complaint: 22568428

      I am rejecting this response because: this is unacceptable. After almost a month of this STILL BEING UNRESOLVED. I let the business know that I cancelled my ****** dispute so they can refund me and they still have not responded to me. F*** this place.

      Sincerely,

      Jennica O

      Business Response

      Date: 12/12/2024

      In this customer's haste to get her money back from a lost shipment from ***** (again, not the fault of Kodiak Canvas), the customer chose to do a chargeback through her payment method ********* This essentially locked her funds up and her funds were not available for us to refund to her - until she canceled her chargeback claim and we subsequently refunded the customer. 

      A couple of call-outs with this customer's experience:

      1. The customer did not read our website on shipping details, our hours of business, etc.

      2. She placed an order for overnight shipping on a weekend - and we don't work weekends, as stated on our website. 

      3. When we did ship her package, on-time per our stated shipping turnaround times, ***** lost her package and failed to deliver it. The customer seems very concerned that we didn't file a claim with *****. We always file claims for lost packages with ***** because we always refund the customer, and as a business, we're interersted in making money. We always pursue claims with ***** on lost packages. This process is between Kodiak Canvas and ***** though and has nothing to do with our customer. Refunding our customers for their orders is not dependent on filing claims with *****. These are two independent actions.

      4. In the customer's hasted to get a refund for her order, she caused a self-inflicted bad experience by locking up her own funds by filing a chargeback claim with ******. Once this was done, her funds were frozen by ****** and not available to us to refund to the customer while ****** did their investigation.  

      5. Once she canceled her chargeback claim, we did refund the customer, as is our normal policy with lost shipments from *****. The customer has the option of shipping a replacement item, or refunding their order. This is our standard business practice. 

      6. If this customer had exercised an ounce of patience and not filed a chargeback claim, she would have had her money back a long time ago.

    Kodiak Canvas is NOT a BBB Accredited Business.

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