Sheds Direct Stores LLC

Thank you for reaching out to us through the Revdex.comI've looked into this and reviewed all the communications with our staffIt appears you ordered with a delivery address that matched your billing address so the item was approved for shipment and shipped out quicklyYou later contacted us stating you wanted the item to ship to a different locationOur staff tried to verify the new address and came up with the conclusion that the new location was an alleyAs you must know fraud detection and prevention is a very big part of our business since fraud is happening so muchWe stop fraud on a daily basisSince your order was flagged for fraud at that moment we contacted you asking for proof of ownership of the address you were shipping to or a change of form of payment to a credit card with a billing address that matched the shipping address or a checkThis is standard procedure for online businesses to require this to protect themselves from fraudYou were not able to produce the documents we requested or a new payment method so your order was turned around to ship backYou also did not tell us after we gave you this information that you would like the item to be delivered to the original addressSo now there are fees associated with facilitating all of thisNormally these costs will all be the responsibility of the customer as they were in this caseHowever, we are a very fair business and take Revdex.com disputes very seriouslyWe want to do whatever possible to resolve these the best we canOur management has approved to give you a full refund and we have already processed thisThis means our company has covered freight shipping costs for you of $outbound and $return shippingThis is very generous and honestly I'm not sure how that was approvedPlease do not do that again to our business or any other business

Your message requests a response within hours, but I do not see how to respondHopefully this message will be read irrespective of the email stating a response will not be monitored or answeredWith regard to a resolution, I would be satisfied with ShedsDirect’s acknowledgement that its Web site reference to flooring is not clear, and they rectify the Website to clarify Thank you [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/11/06) */ This case isn't necessaryThe customer was going crazy calling and yelling at our staff here because they didn't understand the delivery processThe items are delivered now and that is all the customer was asking for in this caseI think they just over reacted and tried to do whatever possible to cause problems tracking number: XXXXXXXXX http://ltl.upsfreight.com/ Thanks,

Hi Mr***, Thanks for reaching out to us through the Revdex.com about your concernI'm sorry you are still having confusion about the product you purchasedI've looked into this matter and it looks like we have already given you all the information about your product on several occasionsAfter reading through the many past communications with you I see that you had problems with a 3rd party contractor to assemble this item, then had some rain delays, then decided that you just wanted to return the itemAfter finding out that you would be responsible for the return costs you began this accusation against us that we sold you an 8xshed but then shipped you an 8xshed while in fact we did ship you the correct 8xshed you purchasedIn the shed industry most manufacturers make a base unit and then add extensions to that base unit to make larger sizesThis is the same case with your DuraMax 8xshedIt is a base unit of 8xwith one extension added to it to give you the 8xsizeThis information is displayed several times on our website listing and again on the owner's manual on our listingIt is again described on the packing slip you signed when you received the itemThere should be no confusion whatsoever on what this item is unless you just did not read anything about the product before you bought it or understand any of our emails and calls with you explaining itI see we also went as far as to have someone from the manufacturers office call you to explain the product and you refused to accept their explanation as wellI'm sorry you've changed your mind about the product you purchasedUnfortunately we do not offer free returns as you've already been made aware of several timesThe customer is responsible for all return costsI've checked and you are also far beyond the day time frame allowed for an approved returnI'm sorry we will not be able to accept a return from you and this case has been closed already on our side back in August.For any future customers reading this we will post a total analysis of this dispute here:This customer ordered a DuraMax 8’x8’ DuraMate do-it-yourself vinyl shed kit model from our family business website on 7/7/This item is a do it yourself storage shed kit in which the customer assembles themselves with household toolsThe DuraMax sheds start as base unit sizes and extend out to larger sizes to fit the customer’s needsThe 8xmodel consists of an 8xbase unit model with one extension to make the 8xsizeThe listing the customer purchased from explains thisThe order was shipped out promptly on 7/10/via Saia freight truckingIt was delivered to the customer on 7/17/in good acceptable condition and a signature was obtained upon delivery from the customerWe pay extra to obtain the customer’s signature so they have a chance to first check and make sure they are receiving the correct items they ordered and second check for any damagesTheir signature approves that the correct items are delivered and there are no damages.On 7/20/17, we were contacted by the customer asking us if they had received the correct itemOur staff double checked the order and also called the warehouse to confirm that indeed the correct items had shipped to the customerThe company the customer hired to install this for them told them it was an 8xand this is where the confusion started for the customerThe customer then stated that it had rained and delayed their project and now they just wanted to return it for a full refundUnfortunately it is not possible to return an item for a full refund due to shipping costs and restocking fees due which are all outlined in our return policiesOnce we told the customer the shipping and restocking fees the customer claimed we should be responsible to ship the item back at no cost and began this claim of how we deceived them by shipping an 8xshed with a ft extension to make the 8x8.The listing on our website the customer purchased from states, ‘Notice: the 8xwill arrive as a base unit size 8xwith one extension box’This listing can be read in full at https:// [redacted] /duramate-duramax-vinyl-storage-shed-p-164.htmlThe listing page also has a link there to the assembly manual which can be viewed at https:// [redacted] /manuals/Duramax_8x8_Vinyl_Shed.pdfOn the very top of the assembly manual it reads, ‘Instructions for Assembly Size 8’ x 6’ with “Extension Kits”’We cannot be responsible for a customer not reading about what they are purchasing prior to buying and understanding what the product isAll of the information is there for the customer and they just did not read itThe packing slip also shows the customer is not willing to readThe packing slip states, ‘Your kit consists of these boxes’, and then shows the 8xshed box and the extension boxAll of the DuraMax brand storage sheds are built this way with a base unit and extensions to make larger units to suit different customer needsThe DuraMate 8xshed made by DuraMax is made from an 8xbase unit and a 2’ extension kit added onThere is not a DuraMate 8xavailable or ever made by DuraMax that is not configured this wayWe even had DuraMax call this customer to explain it to them that they do in fact have the correct item and it is the DuraMate 8xshed made by themThe customer refused to accept their explanation and ours on several attemptsIt seems impossible the customer cannot understand how this item is made after our staff has explained it several times and the manufacturer has also explained it to them and our website has all the information there explaining itIt seems a lot more likely that the customer had issues with the company they hired to install the shed, then had some rain and then decided they wanted to give up and not build it themselvesAfter all they did state this in their emails at the start of their complaintThey then held onto this idea that we have sent them the wrong shed and they are trying their best to prove this and force us to pay for their returnThe customer simply changed their mind to use the product they bought from us and they do not want to pay the fees to return itIf they are not happy with the way DuraMax makes their product or feel they have a warranty claim they can contact them at [redacted]

Complaint: [redacted] I am rejecting this response because:The company is making excuses because they know they are wrongThe response to my complaint that was received is not accurate I have attached some pdf's that I scanned of the documents that I have These include the email where I purchased the shed "kit" w/floor "kit", owner's manuals, and 10xfoundation instructions The company claimed that the foundation kit indicated it was a foundation frame kit That is not what my correspondence said that I had ordered It was after I opened the boxes and I was reviewing the owner's manual(s) did I learn that the "flooring" was not included in the "foundation kit" Also, they claimed that I apparently used a drill(screwdriver) instead of using a manual screwdriver According to the "tools needed", it stated a "cordless drill - phillips head" They claimed that is the reason the screws stripped out I was also accused of attempting to assemble my purchase on an unlevel area, which is untrue I also shouldn't have had to contact the manufacturer, when I purchased the product from shedsforless.com I contacted them with a problem and instead of taking care of the customer, it appeared they didn't want to take responsibility of a product THEY SOLD Not very good customer service I can provide a digital copy of anything that may be requested I still have all the manuals/instructions and purchase receipt (via email) "Sheds for Less" need to make this right and if it means taking a loss on the shed, the swallow your pride and take the loss I will spread the word about the customer service experience I received and also about the fact that you don't get the product that is being marketed (foundation kit & only receive a foundation frame) I can provide any additional scans from the manuals if I need to Sincerely, [redacted]

Thanks for reaching out to us through the Revdex.com about your orderI'm very sorry to hear there is some confusion about the optional flooring we offer for your storage shedI've looked into your order to try and understand how you could be confused to think a floor is included and I see you did not purchase the optional flooringI'm not sure how you could have possibly come to the conclusion that there is flooring includedOn the listing at the very top right next to the Add to Cart button there are drop down selections you can use to add additional itemsOne of those items is flooring and it states clearly with a drop down selection Wood Floor Kit: NoneIf you click that you can add flooringYou did not click that and add any flooringThis is noted again on your receipt you received a confirmation email ofOn your email receipt, and in checkout, you will see it again, Wood Floor Kit: NoneThat means there is no floor kit on the orderNone means it is not includedIf you had any confusion on what was included you would have needed to contacted us prior to purchase to clarifyI'm sorry we will not be able to ship you flooring that was not purchased or refund you for flooring not purchasedThe listing is very specific that the Wood Floor Kit is optional and you purchased None on your orderWe apologize for any confusion you had on your order and hope your new shed is working well for your storage needs

Hi Mr [redacted] , Thanks for reaching out to us through the Revdex.com about your orderI'm very sorry to hear there is some confusion about our process and policiesI've looked into your order and see that you placed an order with us at our small family business website on 10/10/from your own deviceNormally we strive to ship all items within hoursHowever your area was located very far out and on a dirt road so we had to find a freight carrier that would deliver way out there which was very difficult to be honest(FYI, we actually took a loss on this order due to very high shipping costs to your area)This item still was able to ship in a fairly quick time and we shipped it out on 10/13/from the warehouseWhen tracking the item you can see the item left the warehouse between 3pm and 6pm (the warehouse closes at 6pm) and arrived at the carrier terminal at 9pmOn Friday evening 10/13/at 5:49pm we received an email from the customer stating, ‘I am cancelling my orderI bought another shed so the one I ordered is not needed’We immediately opened a ticket with the warehouse at 5:54pm to try and stop shipment since it was scheduled to have already shippedWe also replied to the customer at 5:54pm with an update stating, ‘Thanks for your email and thanks again for your orderI'm so sorry to hear that you would like to cancel the orderI'm going to open a ticket for this request to find out if this item has shipped already or not and put a stop shipment request on the orderIt generally takes hours (business days) to hear back from the supplierWe will get back to you as soon as possible once we hear back from themPlease let us know if you have questions.’ The warehouse was closed and is closed on the weekends so we had to wait until Monday morning (the following business day) to receive a replyWe received a notice at 5am on Monday 10/16/that the item shipped Friday afternoon and could not be cancelled without paying the shipping and restocking feesWe requested back to them if it could be turned around and since it was not on one of our trucks and with a 3rd party freight company it would not be possible to waive the shipping feesAfter being informed there was no way to stop the shipment we emailed the customer his tracking information Monday 10/16/at 8:19amTracking PRO is [redacted] and can be tracked at http://www[redacted] .com/CustomerPortal/RateQuote.aspxUnfortunately the customer contacted us too late after his item had already left the warehouseUnder our return policies cancellations are free up until the item(s) have shipped outOnce we pay freight to facilitate the shipping of an order the customer places we cannot cancel unless the customer agrees to reimburse us for those feesThe warehouse we use also charges a restocking fee for all of the labor of processing of the order in and out of the warehouse they pay forThese fees are better outlined in our return policies found on our website here: https://www.shedsforlessdirect.com/shipping.phpI’m sorry Mr [redacted] we did try our best to first ship this as fast as possible for you and second to cancel the order once you notified us on Friday eveningUnfortunately the item had already physically left the warehouse that afternoon and was on a truck heading to you by the time you emailed usIf you’d like to still cancel we will be deducting the fees we paid to facilitate your order from your refund amount per our policiesPlease call us any time if you have more questions about processing a cancellation or scheduling your deliveryWe’re here to help days a week for your convenience and strive to do our absolute best to serve our customers the best we can

Thank you for reaching out to us through the Revdex.comI've looked into your complaint and I do see that you ordered on 2/and we cancelled and refunded your order the same day 2/informing you that there was an error on our endI'm also informing you today that this item was out of stock on the day
you purchased it and is still out of stock todayWe cannot fulfill an order when we do not have the merchandise to sell you unfortunatelyPlease read our terms of service at ***You'll also read there in our policies that we reserve the right to cancel any order at any time for any reason and refuse service to anyonePlease do not shop with us again as your order will be cancelled immediatelyThere is no reason for you to be opening a complaint against us when we acted responsibly in a swift manner to refund you as soon as we saw a problemYou are acting in bad faith to try and force us into giving you something at a discount that does not exist in our inventory and defaming our good name in the processI see your email to us on 2/and the reason you never got a response is that the email was full of insults, accusations and threatsYou became a banned customer at that time and we decided we will not be doing business with you since your behavior was inappropriate

Complaint: ***
I am rejecting this response because:
Thank you for your response and I appreciate the offer of the refund, however I would not accept anything less than the full refund because the decision to renege on the transaction was solely done on your part without consulting with me; and be advised that when I changed the delivery address, I called your associate prior to ordering, who said it was okay but to leave a footnote.I offered to be at the delivery address with my identification at the time of delivery just to show the legitimacy of the transactionAt this point I am willing to still receive the item at no extra cost to me or be refunded in fullThank you for your time and response.
Sincerely,
*** ***

Hi Mr***, let me address all of your concerns one by one againFor the record for anyone reading this, this order was placed almost a year agoI'm not sure why there is a complaint a year laterAlso for the record, this last response from the customer is dishonestThe attachments he is producing is not showing the correct information because the correct information will not back up his claimsWe will provide the correct accurate information about the product in our attachment.-I have attached some pdf's that I scanned of the documents that I have These include the email where I purchased the shed "kit" w/floor "kit", owner's manuals, and 10xfoundation instructionsResponse: the documents you attached are not accurateYou attached a screenshot of model *** which is the same shed but without the floor framing kitYou purchased model *** which does include the floor framing kitI've provided a copy of your order to show that model numberOn the listing you purchased from it states, 'Foundation floor framing kit included! (finish with concrete or plywood - provided by owner)'On the model *** that you show it states, 'Foundation kit sold separately'The listing you actually ordered from states it very clearly that the floor framing kit does not include finishing materialsYou also provided a screenshot of one page of the owner's manual that would help substantiate your claimYou are not being honest here though and showing that the manual also states several times that the customer will provide the finishing materialsAt the start of the Foundation and Base instructions section it states this timesHere is the exact text there, ‘Wooden platform is extra and is not included’, ‘Wooden Platform (Not Included)’, ‘Wooden Platform (each Extension) (Not Included)’I've attached a screenshot of that for you.-The company claimed that the foundation kit indicated it was a foundation frame kit That is not what my correspondence said that I had ordered It was after I opened the boxes and I was reviewing the owner's manual(s) did I learn that the "flooring" was not included in the "foundation kit". Response: On the listing you purchased from it states, 'Foundation floor framing kit included! (finish with concrete or plywood - provided by owner)'It is the responsibility of the consumer to read and understand what they are buyingWe shipped you the correct sku you ordered.-Also, they claimed that I apparently used a drill(screwdriver) instead of using a manual screwdriver According to the "tools needed", it stated a "cordless drill - phillips head" They claimed that is the reason the screws stripped out. Response: Yes, a cordless drill used properly will help you speed up assemblyThe key here is to use it properlyIf the torque is set to high you will strip the screws out by over tighteningIf you do not know how to adjust torque on a drip properly you should use a hand screw driver to tighten each one to prevent stripping.-I was also accused of attempting to assemble my purchase on an unlevel area, which is untrue Response: Nobody is accusing you of anythingWe are attempting to help troubleshoot your issuesFrom the descriptions of your issues the main cause of this is normally due to attempting to assemble on an unlevel surfaceIf that is not the problem you should use the toll free assembly support line on your owners manual to get advice -I also shouldn't have had to contact the manufacturer, when I purchased the product from shedsforless.com I contacted them with a problem and instead of taking care of the customer, it appeared they didn't want to take responsibility of a product THEY SOLD Not very good customer serviceResponse: Yes, this is also correctWe sell thousands of productsIt is impossible for us to educate our staff on how to assemble each and every product we sellThe manufacturer has expert people there available to support assembly questionsThis is how all retailers that do not make their own products do businessOur staff can try to help you but if the questions get out of their scope of knowledge they have to recommend you to someone that can help.-"Sheds for Less" need to make this right and if it means taking a loss on the shed, the swallow your pride and take the lossResponse: We've given you all the support we can offerIf you do not want to take the assembly support from the manufacturer to try and help you with your issues that is your own decisionThe support number is available for you on your owner's manual to get more support with your issuesYour complaint about the floor framing kit is without merit and will not be met with any monetary compensation of any kindIt is described very well on our listing what it isIt is up to the consumer to read all the information about a product and make an informed decision prior to purchasing it to make sure it meets their specific needsThe correct sku was delivered in good faith to the customerAssembly is the sole responsibility of the customer and any warranty claim must go through the manufacturer

You were already given a full refund on 3/This case is closed in our system and your order has been cancelledWe will not be able to process an order for you unless the shipping address matches the billing address on your credit card

Complaint: ***
I am rejecting this response because: 1) The response stated that I did not assemble the shed correctly and that anchors were required. The instructions do not require the base to be physically anchored to the ground. It only mentions that if it is in a windy area they are recommended, nothing more. I do not live in a windy area and my other Arrow 2ft x 10ft shed that you can see in the background photos does not have anchors and has never fallen over. The breeze that knocked the shed over did not even rustle any leaves on the ground. The supplied weather report states the winds were around mph that day. It was a gently breeze that knocked over the shed and rendered it useless2) The response claims that this is a buyer’s remorse claim stemming from my own negligence which is completely false. The issue is simple, the shed is too narrow and flimsy to be stable or useful. No remorse, just poor quality and advertising3) Your website claimed the interior dimensions were inches and the actual interior dimension is inches. This is clearly a mislabeled product and/or advertising. The roof overhang and exterior dimensions are not the issue, just the interior dimension being completely incorrect! This is claim you need to take up with the shed company, not me. I am simply making light of something that is advertising and you need to take responsibility for products you sell correct or incorrect4) I only filed a complaint with My Credit Card Company after your customer service wouldn’t respond. I called once and sent a few emails. I received canned response stating that the issue will be discussed and they would get back to me. Customer service never followed up with me, so I filed a claim with my CC company. Your claim that the CC company sides with the customer whether they are right or wrong is incorrect. They simply agreed with my claims that the dimensions were not as advertised. Anyone who can read a tape measure can clearly see the issue. Your claims is not with me but with Duramax for suppling a shed that is not the size they claim it is5) In speaking with the CC company, they felt confident because of the clearly incorrect measurements of the shed. Niche Market Systems LLC stated that “if the claim was upheld the customer would go to collections afterward”. This is not a claim and should have never gone to collections. Your claim with me needs to be dropped and needs to be taken up with Duramax6) Niche Market Concepts LLC makes this statement” We are a small family business and unfortunately we can’t just absorb every dollar claimed by customers for damage”. You are a business and it is your responsibility to absorb damages from your advertising and also that of your vendorsYour claims as being a small family run business are also as you name indicated that you are an LLC, not a small family run business. We sent Niche Market Concepts LLC an email on the afternoon of Friday July requiring notification of when it was read and received. The same afternoon of July we received confirmation of the read receipt of the email. The confirmation was dated Saturday July at 12:55am, again we sent an email and received confirmation all on July 15. The fact that is was read at a future date and time is an indication of customer service being outsourced to overseas vendors. The fact that you have a department that is outsourced overseas is a clear indication that you are not a small family run business and are likely just a large warehouse in St Louis with its base of operations overseas7) Stop this collections claim immediately or we will pursue advertising claim against your company. Keep in mind that the CC Company already sided with us and you cannot refute the incorrect interior dimensions of the shed, we sent them proof and can provide proof the Revdex.com Sincerely, *** *** *** ***

Complaint: ***
I am rejecting this response because:now they can say whatever they want! I know I have make the mistake for accepting the goods you send me, this is my fault if I rejected for the wrong item then don’t have this stupid thing happen! I know I cannot fright with the big company even I am right because for my English and I am a immigrantNow I know I cannot returns and get the refund! For me I learn the lesson never never buy stuffs from you and I will tell all my friends tooI opened it and called my friend to sell it ; it was defective and some pieces was damages, he need to use some tools to fix and there was two pieces cannot connected together, if forced to connected it is not in the same level , if not it have a big gap! And also one piece have a hole in it! I sold it to my friend for 550! I rather losing money and don’t want to put your stuff in my backyard! Anyway I thank you for Revdex.com and I will go rate this company with all my experience in between both of us! I know it may not affect them but at least I have done the right thing to give other people know! Sincerely,
*** ***

This customer ordered a 5' x 4' do-it-yourself storage shed kit from our small family business on 05/22/We shipped it out the very next day on 05/23/The customer received the correct item in good acceptable condition on 05/26/and the customer signed for itTheir signature lets us
know the correct sku was delivered and there were no damagesSigned proof of delivery is attached.On 06/30/the customer called us stating they were having problems assembling the item and asked how they can return itWe responded to them in email asking for pictures of what was happening so we could better serve them and we also outlined our return policies for the customerThe customer replied with insults and threats rather than giving us the information we needed to help themIn their response they threatened us with and I quote, "If you do not give us a full refund I will be reporting your company to the Revdex.com"The customer had no interest in working with us to resolve their issuesAll our emails with this customer are attached.The customer tried to assemble the item and then gave up and blamed us for their lack of patience and lack of skills to read an assembly manual and do the steps it entailedThey state that they called the manufacturer to assemble this but that is not what happenedThey kept calling us and calling the manufacturer demanding a full refund and did not have any interest in using the productThe product is a do-it-yourself shed kit that anyone that can read and has a screw driver can assembleIt is physically impossible for the parts to be incorrect as the customer claimsThis item is boxed in a factory by robots and we do not have a single complaint for wrong partsWe sell hundreds of this same unit to satisfied customers every year and have never had a complaint on itThe real issue here is the customer could not figure out how to get the parts to connect together correctlyThe parts are correct, the assembly steps the customer is taking are notThey need to contact the manufacturer for assembly help at *** if they cannot figure it out on their ownUnder our return policies we do not accept returns on partially assembled items since we cannot resell them to another customerThe customer clearly stated that they used the product and their return request was deniedOur return policy is attached.We are denying this claim and reserve the right to refuse business to this customer in the futurePublishing claims against a company with the sole purpose of damaging them is against defamation laws in the United StatesWe will be seeking council to see if we can seek damages against the person (s) publishing this while this content remains online

The customer did not assemble the storage shed correctlyThe storage shed requires to be anchored down to protect it from wind damageThe instruction manual instructs the customer to use either earth anchor kits in which cables are used to go over the shed and then auger anchors are applied to the
ground to secure the shed in place and protect it from windThe other option is to anchor it down with concrete anchors if you have a concrete pad it will be constructed onThe customer did not secure the shed to anything and the first wind that came blew it over and damaged the itemThe pictures the customer sent us were very clear the damage was cause from their own negligence and this then was marked a buyers remorse claimAfter being told this information the customer decided to dispute the size of the building with us submitting pictures of measurements of the base of the shed showing those measurements were less than the measurements on the listing for the shedThe over all size measurements of any shed sold in any shed store is always measured by the roof overhangThis ensures customers are able to fit the building in the area they will build it inThe roof overhang is the real measurement so the customer claim again was dismissed as customer not understanding the informationIf the customer had questions about exact measurements it would be the customer's responsibility to contact us 'prior' to their purchase to make sure they are buying exactly what they needed to fit storage items intoThe customer did not contact us with any questions prior to the saleThe customer did file a dispute with their credit card in which we were only allowed reply to the credit card before they refunded the customer the full amountThe customer kept their claim declarations the same after our response even though we had explained the above facts of their purchaseThe credit card companies are not a court systemThey will act on the behalf of their customer no matter if the customer is right or wrong and then they force customer and merchant to handle their dispute in either court or collectionsWe do use a collection agency for cases of this nature where the case is clearly buyers remorseIf it is a close case we do not send to collections but this one was very clear and we even were supplied photos from the customer proving their own negligenceWe did however warn of this in our response to the customer's credit card that if the claim was upheld the customer would go to collections afterwardWe are not sure if the credit card did inform them of that or not.We are a small family business and unfortunately we can't just absorb every dollar claimed by customers for damageThis customer should file a claim with their homeowners insurance if they have wind damage to their property, not to the retail company they bought outdoor items fromThe good news here is that the paperwork is still pending for this to go to collectionsIf the customer wants to make payment and end this dispute they are welcome to call our toll free hotline any time at 877-307-to pay the outstanding $dueOnce that is paid there will be no collection submitted against their credit

Initial Business Response /* (1000, 6, 2015/11/06) */
This case isn't necessary. The customer was going crazy calling and yelling at our staff here because they didn't understand the delivery process. The items are delivered now and that is all the customer was asking for in this case. I think they...

just over reacted and tried to do whatever possible to cause problems.

tracking number: XXXXXXXXX
http://ltl.upsfreight.com/

Thanks,

Hi Mr. [redacted], Thanks for reaching out to us through the Revdex.com about your concern. I’m very sorry to hear you had troubles assembling your DuraMax shed. I’ll do my best to address each of your concerns one by one. 1.      “I paid $1399.99 total for the product and was told the...

building had a lifetime warranty.” Response: Our listing states, ‘15-year limited warranty’. The assembly manual available in your kit and on our listing on the website also states 15 year limited warranty. Here is the actual entire warranty for you located on page 2 of the manual you received. Duramax Storage Shed - Limited Fifteen Year Warranty - U.S. Polymer Inc. will send a replacement part free of charge, in the event of material defects and or workmanship for a period of fifteen years from the date of purchase. This warranty is extended only to the original purchaser.  A purchase receipt or other proof of date of original purchase will be required before warranty service is rendered. In no event shall we pay the cost of flooring, labor, installation or any other costs related thereto. This warranty only covers failures due to defects in material or workmanship which occurs during normal use and does not extend to color change arising due to normal weathering or to damage resulting from misuse or neglect, commercial use, failure to follow assembly instructions and the owner’s manual (including proper anchoring of the shed), painting, forces of nature and other causes which is beyond our control. Claims under this warranty must be made within the warranty period by calling 1-800-483-4674 or mail in a dated sales slip and clear photograph of the part to: [redacted] We reserve the right to discontinue or change components. If a component has been discontinued or is not available, U.S. Polymers, Inc. reserves the right to substitute a component of equal quality as may be compatible. Limits and Exclusions - There are no express warranties except as listed above.  The warrantor shall not be liable for incidental or consequential damages resulting from the use of this product, or arising out of any breach of this warranty.  All express warranties are limited to the warranty period set forth above.  Some states do not allow the exclusion or limitation on how long an implied warranty lasts, so the above limitations may not apply to you. This warranty gives you specific legal rights and you may also have other rights which vary from state to state or country to country. 2.      “I did not receive a floor kit as I was expecting. Instead, I received the framing for flooring...I expected to receive a complete kit to have a floor once assembled. Not receiving what I expected via the description, left me to eventually spend more money for plywood to have a floor space.”  Response:  The listing you made your purchase from only states it is a framing kit and also states you would need to provide finishing materials. Here is the exact text used in the description, ‘Foundation floor framing kit included! (finish with concrete or plywood - provided by owner)’ 3.      “Many of the pieces did not line up with pre-drilled holes for attachment.” Response: From your statements here it seems you did not prepare a level foundation of wood or concrete prior to starting the project. This item requires a level foundation of wood or concrete per the assembly manual located in your kit and on our website on the listing you purchased from. If you do not prepare this foundation correctly the holes will not line up for you because everything has to be square. Here is the exact text in the manual, ‘DuraMax must be installed on a level wooden platform or a level concrete foundation.’ 4.      “Approximately half of the holes stripped out while attempting to attach cross beams.” Response: If the holes were not lining up this would explain why the holes would strip out if forced. Another cause of this is having too high of torque on an electric screw gun. It is advisable to use low torque or a hand screw driver to prevent stripping. 5.      “We finally got 2 walls assembled and connected to each other. Upon getting 1/2 of the 3rd wall assembled 6 hours later, it collapsed and bent/warped the cross beams, "floor kit", and studs. The collapse also caused most of the screws to be pulled out of the pre-drilled holes they were screwed into.” Response: If the screws holding the first two walls were stripped out and not lining up it would make sense that they would fall over or collapse. 6.      “I emailed the company and explained what happened and inquired about returning the product for a refund due to issues with product as well as defective assembly components. In a return email, they suggested that I contact Duramax and I could speak to an expert technician who can assist me.” Response: This is the correct reply from our customer service. If you are having issues with assembly you would need to get support from the manufacturer that makes the product. If you feel there are defective assembly components you would need to open a warranty claim with the manufacturer under the 15 year limited warranty. There are no known defects on this item and it is more possible this was an assembly issue where a step in the instructions was not followed correctly.   The manufacturer would be the best solution to help troubleshoot the issues you are facing. You can reach them by calling 1-800-483-1361 or the phone number located on your owner’s manual. I’m sorry we do not accept returns on used items that are not in resellable condition. I see you’ve posted our return policy in this complaint so you should be well aware of the policy. This item seems to be destroyed by you during the assembly so it would be impossible for us to do a partial refund of any kind either. Your best bet is to locate the items you need to complete the build that were damaged during the “collapse”. Call the manufacturer with the list of part numbers needed and order those from them (we do not sell parts). Then you should start completely over with your installation starting with the foundation preparation. Build a level foundation from concrete or wood following your assembly guide, then once that is prepared begin assembly of the shed again on top of it. This step is most likely the cause of all of the problems stated in this complaint. You’ll only know for sure once you work with the maker of this shed to figure out how to get it assembled correctly. We apologize for any inconveniences you’ve had and hope we have given you the best price online, fast shipping and great sales support. The product itself is something supported by the manufacturer.

Hi Mr. [redacted], Thanks for reaching out to us through the Revdex.com about...

your order. I'm very sorry to hear there is some confusion about our process and policies. I've looked into your order and see that you placed an order with us at our small family business website on 10/10/17 from your own device. Normally we strive to ship all items within 24 hours. However your area was located very far out and on a dirt road so we had to find a freight carrier that would deliver way out there which was very difficult to be honest. (FYI, we actually took a loss on this order due to very high shipping costs to your area). This item still was able to ship in a fairly quick time and we shipped it out on 10/13/17 from the warehouse. When tracking the item you can see the item left the warehouse between 3pm and 6pm (the warehouse closes at 6pm) and arrived at the carrier terminal at 9pm. On Friday evening 10/13/17 at 5:49pm we received an email from the customer stating, ‘I am cancelling my order. I bought another shed so the one I ordered is not needed’. We immediately opened a ticket with the warehouse at 5:54pm to try and stop shipment since it was scheduled to have already shipped. We also replied to the customer at 5:54pm with an update stating, ‘Thanks for your email and thanks again for your order. I'm so sorry to hear that you would like to cancel the order. I'm going to open a ticket for this request to find out if this item has shipped already or not and put a stop shipment request on the order. It generally takes 24 hours (business days) to hear back from the supplier. We will get back to you as soon as possible once we hear back from them. Please let us know if you have questions.’ The warehouse was closed and is closed on the weekends so we had to wait until Monday morning (the following business day) to receive a reply. We received a notice at 5am on Monday 10/16/17 that the item shipped Friday afternoon and could not be cancelled without paying the shipping and restocking fees. We requested back to them if it could be turned around and since it was not on one of our trucks and with a 3rd party freight company it would not be possible to waive the shipping fees. After being informed there was no way to stop the shipment we emailed the customer his tracking information Monday 10/16/17 at 8:19am. Tracking PRO is [redacted] and can be tracked at http://www1.[redacted].com/CustomerPortal/RateQuote.aspx. Unfortunately the customer contacted us too late after his item had already left the warehouse. Under our return policies cancellations are free up until the item(s) have shipped out. Once we pay freight to facilitate the shipping of an order the customer places we cannot cancel unless the customer agrees to reimburse us for those fees. The warehouse we use also charges a restocking fee for all of the labor of processing of the order in and out of the warehouse they pay for. These fees are better outlined in our return policies found on our website here: https://www.shedsforlessdirect.com/shipping.php. I’m sorry Mr. [redacted] we did try our best to first ship this as fast as possible for you and second to cancel the order once you notified us on Friday evening. Unfortunately the item had already physically left the warehouse that afternoon and was on a truck heading to you by the time you emailed us. If you’d like to still cancel we will be deducting the fees we paid to facilitate your order from your refund amount per our policies. Please call us any time if you have more questions about processing a cancellation or scheduling your delivery. We’re here to help 7 days a week for your convenience and strive to do our absolute best to serve our customers the best we can.

Complaint: [redacted]
I am rejecting this response because:The company is making excuses because they know they are wrong. The response to my complaint that was received is not accurate.  I have attached some pdf's that I scanned of the documents that I have.  These include the email where I purchased the shed "kit" w/floor "kit", owner's manuals, and 10x13 foundation instructions.  The company claimed that  the foundation kit indicated it was a foundation frame kit.  That is not what my correspondence said that I had ordered.  It was after I opened the boxes and I was reviewing the owner's manual(s) did I learn that the "flooring" was not included in the "foundation kit".  Also, they claimed that I apparently used a drill(screwdriver) instead of using a manual screwdriver.  According to the "tools needed", it stated a "cordless drill - phillips head".  They claimed that is the reason the screws stripped out.  I was also accused of attempting to assemble my purchase on an unlevel area, which is untrue.  I also shouldn't have had to contact the manufacturer, when I purchased the product from shedsforless.com . I contacted them with a problem and instead of taking care of the customer, it appeared they didn't want to take responsibility of a product THEY SOLD.  Not very good customer service.  I can provide a digital copy of anything that may be requested.  I still have all the manuals/instructions and purchase receipt (via email).  "Sheds for Less" need to make this right and if it means taking a loss on the shed, the swallow your pride and take the loss.  I will spread the word about the customer service experience I received and also about the fact that you don't get the product that is being marketed (foundation kit & only receive a foundation frame).  I can provide any additional scans from the manuals if I need to.
Sincerely,
[redacted]

Thanks for reaching out to us through the Revdex.com about your order. I'm very sorry to hear there is some confusion about the optional flooring we offer for your storage shed. I've looked into your order to try and understand how you could be confused to think a floor is included and I see you did not purchase the optional flooring. I'm not sure how you could have possibly come to the conclusion that there is flooring included. On the listing at the very top right next to the Add to Cart button there are drop down selections you can use to add additional items. One of those items is flooring and it states clearly with a drop down selection Wood Floor Kit: None. If you click that you can add flooring. You did not click that and add any flooring. This is noted again on your receipt you received a confirmation email of. On your email receipt, and in checkout, you will see it again, Wood Floor Kit: None. That means there is no floor kit on the order. None means it is not included. If you had any confusion on what was included you would have needed to contacted us prior to purchase to clarify. I'm sorry we will not be able to ship you flooring that was not purchased or refund you for flooring not purchased. The listing is very specific that the Wood Floor Kit is optional and you purchased None on your order. We apologize for any confusion you had on your order and hope your new shed is working well for your storage needs.