Sheds Direct Stores LLC

My complaint has been resolved by the company.

Thank you for reaching out to us through the Revdex.com. We've been in contact with you since we received this Revdex.com complaint to try and address the issue you had with the color of the building. We confirmed with the warehouse and shipping that the correct item was indeed delivered to you. The item is green...

and you provided us a photo of the item you received and it showed it is also green. The model number on the boxes also matches the model you ordered and we shipped. The correct item was delivered to you. I'm sorry for any confusion you had on the color. I see you've worked with our staff already to get a return started on this item and you have agreed to pay the inbound and outbound shipping fees as well as a 25% restocking fee. I apologize for these fees and they are all outlined in our return policy on the website. If we had shipped you the wrong item these would not be your responsibility but since we have confirmed we delivered the correct item these fees are your responsibility if you'd like to make a return. You also signed for the item upon delivery showing it was the correct item. The shipping to you is free if you keep the order but if you return it all of the shipping fees will then be your responsibility since we have no profit to pay for the shipping any longer on returns. I hope that makes sense. The restocking fee is paid to the warehouse that supplies us under our terms with them. We are in the process of hiring a shipping company to pick this item up and ship it back to us. The cost of the return shipping will also be deducted from your refund. After the item is return and inspected to be in resellable condition your refund will be processed minus the shipping fees and restocking fee. If the item is not in good condition other fees will apply. These fees have already been emailed to you and we've received your agreement to these fees. Please read our return policies on the website and let us know if there are any other questions you need assistance on this.

Hi Mr. [redacted], Thanks for reaching out to us through the Revdex.com about your concern. I'm sorry you are still having confusion about the product you purchased. I've looked into this matter and it looks like we have already given you all the information about your product on several occasions. After 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 item. After finding out that you would be responsible for the return costs you began this accusation against us that we sold you an 8x8 shed but then shipped you an 8x6 shed while in fact we did ship you the correct 8x8 shed you purchased. In the shed industry most manufacturers make a base unit and then add extensions to that base unit to make larger sizes. This is the same case with your DuraMax 8x8 shed. It is a base unit of 8x6 with one extension added to it to give you the 8x8 size. This information is displayed several times on our website listing and again on the owner's manual on our listing. It is again described on the packing slip you signed when you received the item. There 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 it. I 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 well. I'm sorry you've changed your mind about the product you purchased. Unfortunately we do not offer free returns as you've already been made aware of several times. The customer is responsible for all return costs. I've checked and you are also far beyond the 30 day time frame allowed for an approved return. I'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 00381 from our family business website on 7/7/17. This item is a do it yourself storage shed kit in which the customer assembles themselves with household tools. The DuraMax sheds start as base unit sizes and extend out to larger sizes to fit the customer’s needs. The 8x8 model 00381 consists of an 8x6 base unit model 00181 with one extension to make the 8x8 size. The listing the customer purchased from explains this. The order was shipped out promptly on 7/10/17 via Saia freight trucking. It was delivered to the customer on 7/17/17 in good acceptable condition and a signature was obtained upon delivery from the customer. We 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 damages. Their 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 item. Our staff double checked the order and also called the warehouse to confirm that indeed the correct items had shipped to the customer. The company the customer hired to install this for them told them it was an 8x6 and this is where the confusion started for the customer. The customer then stated that it had rained and delayed their project and now they just wanted to return it for a full refund. Unfortunately 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 policies. Once 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 8x6 shed with a 2 ft extension to make the 8x8.The listing on our website the customer purchased from states, ‘Notice: the 8x8 will arrive as a base unit size 8x6 with one extension box’. This listing can be read in full at https://[redacted]/duramate-duramax-vinyl-storage-shed-p-164.html. The listing page also has a link there to the assembly manual which can be viewed at https://[redacted]/manuals/Duramax_8x8_Vinyl_Shed.pdf. On 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 is. All of the information is there for the customer and they just did not read it. The packing slip also shows the customer is not willing to read. The packing slip states, ‘Your kit consists of these boxes’, and then shows the 8x6 shed box and the extension box. All of the DuraMax brand storage sheds are built this way with a base unit and extensions to make larger units to suit different customer needs. The DuraMate 8x8 shed made by DuraMax is made from an 8x6 base unit and a 2’ extension kit added on. There is not a DuraMate 8x8 available or ever made by DuraMax that is not configured this way. We 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 8x8 shed made by them. The customer refused to accept their explanation and ours on several attempts. It 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 it. It 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 themselves. After all they did state this in their emails at the start of their complaint. They 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 return. The customer simply changed their mind to use the product they bought from us and they do not want to pay the fees to return it. If they are not happy with the way DuraMax makes their product or feel they have a warranty claim they can contact them at [redacted].

Thank you for reaching out to us through the Revdex.com. I've looked into this and reviewed all the communications with our staff. It appears you ordered with a delivery address that matched your billing address so the item was approved for shipment and shipped out quickly. You later contacted us stating...

you wanted the item to ship to a different location. Our staff tried to verify the new address and came up with the conclusion that the new location was an alley. As you must know fraud detection and prevention is a very big part of our business since fraud is happening so much. We stop fraud on a daily basis. Since 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 check. This is standard procedure for online businesses to require this to protect themselves from fraud. You were not able to produce the documents we requested or a new payment method so your order was turned around to ship back. You also did not tell us after we gave you this information that you would like the item to be delivered to the original address. So now there are fees associated with facilitating all of this. Normally these costs will all be the responsibility of the customer as they were in this case. However, we are a very fair business and take Revdex.com disputes very seriously. We want to do whatever possible to resolve these the best we can. Our management has approved to give you a full refund and we have already processed this. This means our company has covered freight shipping costs for you of $340.73 outbound and $372.27 return shipping. This is very generous and honestly I'm not sure how that was approved. Please do not do that again to our business or any other business.

Your message requests a response within 24 hours, but I do not see how to respond. Hopefully this message will be read irrespective of the email stating a response will not be monitored or answered. With 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]

I am dropping my complaint because I am going to accept the shed. I would rather have the shed instead of giving sheds for less $200 for nothing. My only complaint now is they do not communicate effectively.Thank you, [redacted]

Hi Mrs. [redacted],                I’m the general manager and this issue has been forwarded to my attention. I’m very sorry to hear you are having a leak in your new pool. I can understand how frustrating that can be. If you’ve ever...

owned a pool before you’ll know that this can happen from time to time, especially with pools that use liners like your new pool does. I see from the communications you’ve had with our team and our supplier so far that they have identified that the liner is the cause. Whether the liner was damaged during the shipment, the installation or during use when you used it is never going to be easily determined. Liner leaks are very common and you will have this happen from time to time with any above ground pool. Luckily, since this is a new pool we are able to get the liner covered by your warranty in most cases from the manufacturer of the product who makes it, Poly Group. We will either need to send you a repair kit if the hole can be identified or a total replacement liner if there are multiple issues. Repairing a small hole is always the best case scenario but if that is not possible we will try to get a new liner approved. This replacement liner costs $479.99 so this is a big help if we get that approved for you if needed. I just finished spending over an hour on the phone with them getting all the details of your warranty claim updated. They are working on approving this and shipping new parts to you free of charge. I hope this will remedy the situation here and satisfy your complaint. A liner can tear or leak at any point using a swimming pool and please understand that this does not make the entire pool defective. We work hard to resolve any issues we can and get our customers any parts they are having problems with replaced free of charge when possible. Please let me know if you have more questions about this or more information to provide me with so I can better assist you. We will be emailing you tracking for your parts shipment as soon as it gets approved. Respectfully, [redacted]

Complaint: [redacted]
I am rejecting this response because:
WWhen I sent email cancelling the order I looked on their website and order status was "processing". That tells me it hadn't shipped. The freight driver contacted me Tuesday for delivery but I was out of town. He couldn't even find my house. He said they would deliver yesterday 10/19 so I made sure to be home. The driver never showed up therefore there was no delivery made. My guess is the freight company is going to return the item even though I was going to accept it anyway.
Sincerely,
[redacted]