Puyallup, United States
10908 66th Ave E
N/A
+1 2536834070
Bought a shed from Lowes in October and had to schedule install for Dec 18th. Long lead time, but considering everything I was in a position to wait. Had confirmed the appointment a week and a half before the install date. On Dec 18th I was expecting to have the shed installed. I got no phone calls from Backyard Buildings. I had to make about 10 phone calls trying to find out whether the shed install was going to happen. Then I got an email in the afternoon informing me that I had to reschedule and the earliest date was January 11th. Very bad customer service. A simple phone call in the morning to let me know there was a problem and that they needed to be re-scheduled would have been the professional thing to do. Now I have to wait to even reschedule the install as I can still not get ahold of them by phone. At this point I would have been better off buying trees and cutting the boards myself to build a shed.
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I am beyond disappointed and mad at this point. I had purchased a shed through Costco during their promotion 10/4/2020 and was told before I purchased that installation could be done as quickly as 2-3 weeks after purchase. I received a text for an appoinment 4 days later and was informed that due to Covid the shipments have been delayed and the appointment would have to be scheduled out to December 9th, 2020. Closer to the date, I called and called and couldn’t reach anyone. I called the 1800 line and that was when I was able to get a hold of someone. I was told that my appointment was scheduled on 12/11/2020. I told them that was wrong so they reached out to this branch and ASSURED me that somebody was going to call me back before the end of the day. There was no call at the end of the day. In fact, I even tried to call this number again and had no luck. It just goes straight to voicemail. Finally on 12/10/2020 I received a text saying that due to Covid (AGAIN) the shipment has been delayed and they rescheduled to 1/18/2021... there’s no way that they had only known about this delay ONE DAY BEFORE MY SCHEDULED APPOINTMENT. They could have informed me when I was on the phone with them. Totally unprofessional. No transparency whatsoever. Called the 1800 line again, explained my situation, and expressed my frustration.. the person did not offer any solutions and was not apologetic at all. I see that a customer rep responds to a lot of reviews on here and tries to solve them. No one was just able to do that for me I guess
We had decent communication up until our installation date. I was unable to get ahold of Damion, who previously contacted us, to get an ETA for the installation. Our installer drove an extra 120 miles to avoid taking a ferry because he told us he was upset with the company for having to install our shed in our location. The installer didn’t arrive until the afternoon and worked on the installation for about 4 hours. He told us that another installer would come the next day to finish the job. After phone calls and emails, we still have a half-installed shed that is lying in our yard and getting rained on. Late last night I finally got a text response that someone would look into it. I am waiting to see how quickly this will be remedied.
Unable to contact anyone on the phone. They send automatic text messages and one email. Had to send follow up emails to get a one sentence answer. On the day of the appointment they canceled because the builder called out. No back up plan? After waiting 6 weeks for an install date that is unfortunate and I will probably have to wait another 6-8 weeks since no one picks up the phone to reschedule. Update* 8/5/20 Rescheduled with them. They text only and informed me the builder is behind schedule and will have to move my reschedule date. Unable to get them on the phone. Do yourself a favor and just pay 1,000 more and buy somewhere else with better customer care and service
I’ve been calling nearly every day for two weeks to arrange an install, but still haven’t gotten ahold of anyone. I’ve also emailed twice, with no response. Is this company even operating anymore? *update* I still never received any follow up to my phone calls or emails about some questions I had regarding the installation. But the builder did arrive on the install date and was very helpful in accommodating my requests. Shadraq was his name and he did a terrific job, pushing through a 90 degree day in the sun to complete the job on time. The company seems to suffer from a lack of customer support but from my experience at least, they do have at least one reliable builder in the Tacoma area.
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