“The wrong item was sent and we were charged as such. It should have been just the cover for a frame we already had. (Shelter Logic Coat Peak 12ft x 20ft x 8ft) We were charged for the entire unit and when trying to return it and get the cover only we were told that we would have to pay for the shipping back to them of est. $300 plus and the difference would not be worth it. We were told we should try to sell the frame ourselves and just use the cover that was sent to us. I asked how much is just the cost of the frame but was not given any advice or a price? Ordering separate items online is VERY confusing and difficult. This is our third time ordering from Shelter Logic but we will NEVER order from them again. They do not value previous customers and there customer service is way below average. Very disappointed with how this was handled. We are currently trying to sell the frame but finding it difficult.”
Hi Larry,
We're truly sorry to hear about the mix-up with your order and the difficulties you faced with the return process. Your experience is important to us, and we understand how frustrating this must be. Please reach out to our customer service team again, as we want to assist you in finding a resolution.
Thank you for your feedback, and we hope to have the opportunity to make things right.
Best,
The ShelterLogic Team
“It appears they've changed the tubing manufacturer. On the female connections, there was a bump on the inside of the tubing. On the Male, a bump on the outside. When I opened a ticket, they sent me another complete frame. Same issue. I ended up getting a Ryobi "dremel" style tool with extension drive. I had to grind every connection so they would line up. Turns out approximately 1/3 of the pipes also needed to have the welded seam of the pipe ground smooth as well. Probably 30-40 hours of reworking the tubing to get the frame to fit together. This is my second shelterlogic frame, the first went together quick and easy. That's why I purchased a second one. I won't buy a third. See pictures below. The paint "scratches" are from trying to twist the connections together. All of the male ends also have a bit of a flare to them. Probably half required some level of grinding to reduce the flare to fit.”
Hello James,
We are sorry to hear about this! Please contact us at 1-800-560-8383 so that we can gather more information and help you with replacement parts.
We are looking forward to assisting you!
