Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Backyard Products 59B ON 12/02/2024 my delivery was set for 12/27/2024 which it never happened, after I contact them i was told that it needed to be reschedule to 1/06/2024, On January 02/2025 I was contacted again with another Reschedule date due to a snow storm on January *******. January 01/09/2024 came and I called around 9am to ask if the installer was coming and I was told that yes someone should be coming to install my shed because I did not received an email and or notification confirming my install. I took the day off to wait for this company installer I also reached out and call them at 3:02pm but no one answer the call and its now 3:30PM and still no installer on site and no one has reached out to ,me with no updates. PLEASE BEWARE DO NOT PURCHASE OR DO BUSINESS WITH THIS COMPANY!!! POOR CUSTOMER SERVICE !!!

  Business response

  01/10/2025

  I am sorry to hear that you are having issues with getting the installation of the shed, I am showing that we did reach out to our local office who is trying to get a hold of the builder right now for you. Our local office did advsied that once they hear back from the builder they are going to be reaching out to you to advise all the updates. Once again I am sorry to hear that you are having issues with getting the shed installed. 

• Initial Complaint

  01/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They installed a shed VERY improperly. We paid extra for a custom paint color. It was uneven, scratched, and the trim was sloppy. They also installed support beams crooked. I have called many times. They refuse to fix it and tell me its fine and to paint it myself.

  Business response

  01/06/2025

  Local office has been in contact with customer, on January 3rd they offer a reimbursement and they also offer to come back and do the touch up during the spring, due to not able to paint right now. 

  Customer response

  01/12/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [They offered me $50 off and told me to fix the issue myself. I am not acceptable to that so, no, I did not respond to them after multiple requests to do something different than that.]
  
  Regards,
  
  ******* *********

  Business response

  01/15/2025

  Unfortunately we are not able to come out until the spring due to the weather. That is why our local office offer the $50.00 as the second option. 

  Customer response

  01/15/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [Company is refusing to acknowledge that there are more issues than an uneven paint job. Not only was the paint uneven, trim paint was haphazardly placed all over metal parts and out of the lines and on top of that the supports placed underneath are crooked and Im being told that is fine. For their paint job, I paid hundreds so $50 doesnt even cover the problem anyway.]
  
  Regards,
  
  ******* *********

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had purchased a swing set in April for our sons birthday in May. The swing set was supposed to be set up in early June, it was postponed to a month later in July, they did not show up on the date given and had to call them, only for them to give us a new date. The set up date later in July came and they set up the swing set incorrectly. Since then I have tried multiple times to send photos and call the company that set up and have not received any emails or phone calls back on fixing the issues. The swing set itself looks crooked and has some issues with things falling off.

  Business response

  10/02/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with the purchase and installation of your swing set.We regret that this date was postponed to July and that our team did not show up as promised, requiring you to contact us for a new date. Furthermore, we apologize for the incorrect setup of the swing set and the lack of response to your subsequent attempts to reach us.Please contact us at ************ to arrange a suitable time for the inspection. We appreciate your patience and understanding and are dedicated to making this right.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Shed was delivered to the wrong address, and was missing for over a month. Building materials are poor quality, boards are twisted and warped

  Business response

  09/23/2024

  Thank you for bringing your concerns about the delivery of your shed to our attention.
  After a thorough investigation, we confirmed that the shed was delivered on July 5 as scheduled. It appears the kit was placed between your property and that of your neighbors per the photos taken of delivery. We received your email on July 17 indicating that you had not received the shed. On July 22, our driver visited your location to investigate further and found that the shed was in your backyard. A text message was sent to you regarding this, but we did not receive a response. Additionally, we have not received anything from you regarding the condition of the materials. If you are experiencing issues with twisted or warped boards, please send us photos of the affected materials. We are dedicated to resolving this matter promptly.

  This matter has been addressed and case is closed.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased my son a playset for this birthday. The install was postponed three times and finally completed after two days, almost a month and half after the original date. Immediately I noticed cosmetic differences between the advertised product and the actual product. Upon deeper investigation it was noted that there were structural issues that compromised the integrity and longevity of this investment. I immediately contacted the company with my concerns. After about two weeks, the main branch contacted me and said my complaint was transferred to the local branch that handled my install. I have heard NOTHING since. I have called and left messages, followed up with multiple emails and have yet to be contacted. I have forbid my son from playing on the playset because I am extremely worried about his safety. I have one child who has used the playset maybe 5 times. There a split boards, exposed screws, the plastic has cracked away from wood, the hook holding the swing is loose. I could go on and on. It is unacceptable when it comes to a child's safety that I have not received any communication in this matter. I contacted the manufacturer directly who was extremely helpful and immediately responsive, but unfortunately this is an install issue in which the manufacture is not culpable.

  Business response

  08/19/2024

  Thank you for bringing this to our attention. I have located the email you sent approximately 7 hours ago, which included photos of the issues youre experiencing. I have escalated this matter to ensure it gets resolved promptly. I will be closely monitoring the case, and if we do not receive a response within 48 business hours, I will escalate it to the next level until a resolution is achieved.

  Customer response

  08/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought shed from Lowes on July 2 and still no shed installed. Tell me itwill be here on 12 th of August. First install date was July 29 but they had wrong shed. Then scheduled for August 1 and they did not show up. I contacted them they ssaid August 12. After contacting ***** i got another text saying August 6

  Business response

  08/02/2024

  I am sorry to hear that. I did just reach out to our local office and they advsied me that someone will be on 8/6 to do the installation of the shed.  

  Customer response

  08/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased an in-stock Gorilla Playsets Adventure Wave - Installation Included Item # ?******* Order # **********? through ****** on 5/16/24. After waiting one month, our installation date finally came today. I took the day off of work and we have a childrens birthday party here tomorrow in anticipation of the swingset being installed. We received confirmation 2 days ago for todays installation, only to be informed this morning that the item is not in stock and will not be installed. We will be seeking damages for the cost of the item and installation plus interest, time off of work, and the full cost to relocate the birthday party to another location, including food, beverages, refreshments, decorations, activities, and transportation. This is unacceptable.

  Business response

  08/26/2024

  Dear *******,

  
  Thank you for contacting us regarding your recent playset order (Order #**********) through ******* We sincerely apologize for the inconvenience caused by the unexpected cancellation of your installation.
  We understand the significant impact of the missed installation, especially given that you took time off work and planned for a childrens birthday party. We regret that you were informed on the day of installation that the item was not in stock.
  Due to high demand during this peak period, our installation dates are tentative and subject to change based on product availability, weather, and installer scheduling. Unfortunately, these factors led to the rescheduling of your installation.
  We are pleased to confirm that the playset was installed on June 18, 2024. We hope that the installation met your expectations and that the playset is now in place.
  We apologize again for the disruption and appreciate your patience. Our goal is to provide you with the best service possible and to resolve any outstanding issues to your satisfaction.
  Sincerely,
  Crissy
  Backyard Products

  Customer response

  08/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mom purchased a playset for us in April 2024. They emailed with a scheduled delivery date of 5/27/24. I received two confirmation calls for the delivery. However, the playset was never delivered. I tried calling multiple numbers and could not get in contact with anyone. So my mom has paid a large sum for a playset and we have not received it and have not been able to communicate with a live person about this issue.

  Business response

  08/26/2024

  Dear ******,
  
  Thank you for reaching out regarding the playset purchased in April 2024. We apologize for the inconvenience and frustration caused by the missed delivery and difficulty in reaching our team.
  We understand the importance of clear communication and prompt delivery, especially when a large purchase is involved. Our records indicate that the playset was installed on June 7, 2024. We would like to clarify that playsets are not delivered separately; they arrive with our installers on the day of installation. Additionally, all installation dates are tentative due to weather, product availability, and installer availability.
  Thank you for bringing this to our attention, and please let us know if there's anything else we can do to assist you.
  Crissy
  Backyard Products

  Customer response

  08/26/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  The business alleged that the playset was installed on June 7, 2024. There was no playset installed on that date or at any other time by this business. 
  
  Regards,
  
  ***********************

  Business response

  08/27/2024

  Thank you for your feedback. We apologize for any confusion. To clarify, the playset in question was scheduled for installation on July 7, 2024. However, the installation was canceled by you on that day after the installer arrived, and as a result, the installer returned the playset to our office. We did not install the playset on June 7, 2024, or at any other time.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a playset through Backyard Products in December 2023, they were able to ship it by 12/19. I knew it would take awhile to arrive due to the bust holiday season. However there was no updates in regards to the delivery company they used. No one from Backyard products reached out to me after transfer. When they gave a date for when it would arrive, it never came. No call, text or email from either companies. When I finally called, tforce let me know it was not on the truck when they arrived to the shipping station. When I called Backyard Products they had no idea, and wanted to have me wait 5 more days for them to "investigate." They never sent any update. When I asked for a refund they were silent and gave me the run around, saying Tforce has tried to call me to sent up shipment (which I never received, Tforce does not even have my number). I have not received a refund or my playset and purchased in a shy of a month.

  Business response

  08/26/2024

  Dear ******, Thank you for reaching out and sharing your experience. I sincerely apologize for the frustration and inconvenience you have encountered regarding the delivery of your playset. I understand how disappointing it must be to have faced such delays and lack of communication. Heres a summary of the actions we will take to address your concerns: Delivery Issues: I will investigate the issue with Tforce and the delivery process to understand why there was no update or follow-up communication. I will also ensure that the shipping company provides a clear explanation and resolution. Communication Breakdown: I apologize for the lack of communication from our end. We are reviewing our processes to prevent such issues in the future and improve our customer service. If you have any additional questions or concerns in the meantime, please feel free to reach out to me directly. Thank you for your patience and understanding as we work to resolve these issues. Best regards, ******

  
  

• Initial Complaint

  12/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Company failed to install player on promised date. Installer assured they would call when they arrived; did not communicate. ****** states he waited an hour at the gate although my wife checked every 10 minutes and no one was there. ****** in customer service was of no help and hung up the phone, ****** at the branch as well. Both need training in problem resolutions.

  Business response

  08/26/2024

  Dear ****, Thank you for your email and for bringing these issues to our attention. I apologize for the inconvenience and frustration you have experienced with the installation of your playground. I understand that the installation was missed on the promised date, and there was a lack of communication from the installer. I also regret that our customer service and branch representatives did not meet your expectations. To address this situation: Investigation: I will investigate the circumstances surrounding the missed installation and the communication breakdown with our team. Resolution: I show that this installation was completed. Training and Improvement: Your feedback regarding the handling of your case will be taken seriously, and I will ensure that appropriate actions are taken to improve our teams problem-solving skills. Please accept our sincere apologies for the inconvenience and poor experience you have had. We are committed to resolving this matter to your satisfaction. Thank you for your patience and understanding. Best regards, Customer Service

  
  

*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. ↩