“If I could give 0 star I would. I purchased an Extra large utility cabinet which was missing several parts (almost half of the cabinet) and they refused to send the replacement parts at no cost to me. They wanted me to pay an additional $71 for the missing parts. I went back to the store I purchased from and the other sealed boxes they had were also missing parts. This company has serious manufacturing issues. Their lack of integrity to do the right thing and very poor customer service, guarantee they have lost this customer.”
“I am currently having the worst experience ever with Keter and their customer service.
I bought a shed from this company at The Home Depot and hired some contractors to demolish the old shed and assemble the one from Keter.
On May 20, while unboxing the new shed, the contractors realized that there's a part missing in the box. That itself was already a hassle but we understand that problems can happen so we proceed with contacting the company.
My wife called Keter right away and explained the situation to a customer service representative. After 1h or so on the phone (it usually takes at least 30+ minutes for someone to answer the phone, not to mention when the call hangs up before someone answers it), my wife said the agent seemed confused but gave her a case number and 5 to 10 business days for the part to arrive .
On June 3, after 10 business days, the part had not arrived and I called to follow up. The agent who I spoke with said that, not only the first agent had not taken proper notes on the missing part (she didn't even take note on the shed model) but also had registered our home address as a place in Quebec (I am in Guelph ON just about 865km distant ) , which means that our case had never been addressed for the first 2 weeks , a total mess.
This agent said that he had updated our address in the system and sent a note to the warehouse to ship us the part ASAP and, for the second time, gave me 5 to 10 business days for the part to arrive. Insane.
Monday, June 13, in the morning, I called Keter one more time since the part had not arrived yet and I was not fully convinced that it had been shipped. The agent this time said it had been shipped and gave me a FedEx tracking number, which I checked while with him on the phone.
The part had really been shipped on June 7 , but guess where it is going to? Quebec. I just could not believe it. (Screenshot below).
He then opened a new case now assuring that the address was correct now and , for the third time in 3 weeks I head 5 to 10 business days wait . ðŸ˜
I asked the agent to speak with a supervisor since this became unsustainable and I understand the company should compensate me for the inconvenience plus the fact that I'll have to get my contractor again for another day to finish the job since this was totally unexpected.
I was put on hold for some more minutes until the agent told me the supervisor was "in a meeting" and was gonna call me back.
Didn't hear back from them on Monday and tried on Tuesday , unsuccessfully, to call them for many times until I gave up, the call was never answered or got dropped. I have a job and my time is highly valuable to deal with Keter's waiting time (see call logs below). Totally disrespectful with the customer.
Wednesday June 14, I finally managed to speak with them, the same agent who had answered me on Monday picked the call again this time, he remembered of the case and put me again on hold to speak with a supervisor, he came back and said again that I'd get a call yesterday from the supervisor or from himself this morning for follow up .
Have you guys got a call from them ? Neither had I.
This is unacceptable. We're almost halfway into summer, my old shed is demolished, my garden stuff is packed in my garage, I can't make proper use of my backyard and nobody from Keter cared to call me back not even to follow up.
Terrible company to deal with, worst and most disrespectful customer service possible ever. Run away from this company if you want to avoid headaches.
One more failed attempt on Friday June 17”
“Product broke before warranty was up. Emailed multiple times and they would not respond until after warranty was expired. I then offered to purchase the replacement part and they said someone would be in touch. 2 years later, I have never heard from them and they continue to not respond to requests. I think they are just a scam at this point, and there really is no customer service or company at all.”
“we brought a extra large utility cabinet 2-6-23. Open it and letter said for missing parts call custmer service. We did was told to take it back. THEY KNEW ABOUT MISSING PARTS. 2-26-23 exchanges it and guess what missing back panels as well. MAYBE you should pull thus product. Also this is very frustratingand costly in time and gas. I WILL NOT BUY ANOTHER!!!!!!!!!!!!!
Patricia”
“Well first thing I would like to thank Jasmine who just seemed to be dedicated to providing excellent customer care. The company stood by their product and replaced the damaged part at no extra cost to me.Once again I want to thank everyone involved.”
“Won’t answer phone won’t respond to emails about broken parts says it will respond in 2 days Damn LIE It’s been3 weeks 180.00 dollars down the drain don’t buy anything from this place”
“bought an xl utility cabinet. there was just the outer shell in box. I called keter for missing parts as all hardware was missing and was told they don't have any parts and do not know when they will get any. so in the end 170 $ out the window .. DONOT BUY FROM THIS COMPANY there is no support for missing parts...”
“Very poor customer service. Bought a Keter shed from B&Q and there were two pieces missing without which I cannot finish putting it together.
I requested these via email but i have heard nothing back not even an acknowledgement that my request was even received.
I tried to call and got a message saying their offices are now closed and opening hours are 0830 to 1700 Monday to Friday. Even though I called during those hours!
Shed itself looks okay but I cannot say for sure until it is built and I cannot finish building it without the missing parts. And customer service is non-existent.
Overall - avoid. Very poor.”
“Bought tall utility cabinet from lowes. When got it home, parts missing, plastic warped and flash on almost every piece which, good luck trying to assemble. Finally got in touch with customer service and said 3 weeks to send replacement parts. Now, let me get this straight, box says made in USA. If this is the case, quality control must be non existent. Says easy assembly but, nothing marked either on bag or most of parts. Awful company and shame on them. If this is their normal standard better off buying from other country.”
“Ordered a shed through Lowe's which was later delivered and it's missing two major components to assemble the base. Upon contacting their customer service department and explaining to them the shed is spread all over my courtyard ready to assemble and has been unboxed they informed me they would get me some replacement parts in a month or so.... So here I sit for a month with the shed parts spread all over the courtyard at my condo.... I reach back out to him and explain my situation and disbelief that it would take them over a month to get me to replacement parts and they don't even bother to respond to me..... Terrible customer service..... I read some complaints from people who've been waiting 5 months for parts and still have never got them If that's the case all boxes baby back up and dump it on Lowe's front step Then they can deal with the manufacturer...... Come on guys The least you could have done was responded to my request for assistance but you couldn't even respond other than to tell me That's just the way it is.......”
